Case Study IT Operations Management

Court of Justice of the Federal District and Territories (TJDFT) Keeping the wheels of justice turning in a global crisis—SMAX enables faster issue resolution and 40% cost reduction

Who is Court of Justice of the Service Manager. However, over time Service Federal District and Territories? Manager carried a level of complexity which The Court of Justice of the Federal District posed a challenge, as Raymundo Avelino and Territories in Brazil (TJDFT) is a state gov- Aben Athar, Under-Secretary for Integrated ernment organization that administers legal Information Technology Management at services, including certifications, financial TJDFT, explains: “We wanted to introduce transaction assistance, and court services. more simplicity, and more opportunity for our end-users to self-service and collaborate with At a Glance A Need to Simplify Service a modern service management solution. All is- sues were managed by our 50 service agents ■ Industry Management and Introduce in a 24/7 model and it took too long to resolve Government Self-Service them. On average less than nine percent of is- With over 7,600 civil servants, 378 judges, sues were resolved at first contact, resulting in ■ Location nearly 3,000 contractors, and 36 buildings, loss of productivity. Fortunately, Micro Focus Brazil TJDFT relies on tools and IT support to keep SMAX was just introduced and it offered us all ■ Challenge its service running smoothly. A number of that we hoped for.” years ago the decision was made to partner Simplify IT and non-IT service management to improve issue resolution time, empower users, with Micro Focus, implementing Micro Focus The decision to move ahead with SMAX was and reduce costs easy and one TJDFT made quickly. They were ready to move forward leveraging their Service ■ Products and Services “SMAX empowered our users Manager license investment for even faster Micro Focus SMAX with a simplified service model, time to value with SMAX.The learning curve for the TJDFT team was very short so they were ■ Critical Success Factors and increased our first contact issue up and running quickly, without a team of skilled + 40% annual cost saving through simplified service management resolution rate from nine to over developers or contractors. They created a sim- 45 percent. We also achieved an + Increased first contact issue resolution from plified SMAX service catalogue for end-users. 9% to 45% ongoing cost saving of 40 percent This contains a knowledge base for the most + High SMAX adoption for non-IT processes in 2020.” common issues, such as VoIP, VPN, file shar- + Smooth transition to remote working practices ing, and others. Over 100 knowledge articles in a crisis + Improved end-user collaboration and self- RAYMUNDO AVELINO ABEN ATHAR directly support end-users. Service agents use service Under-Secretary for Integrated Information a comprehensive internal catalogue to support Technology Management them in resolving more complex issues. Court of Justice of the Federal District and Territories “Using SMAX, we compiled a toolkit of all the relevant knowledge articles and processes, and with this fast and centralized response our users continued the provision of judicial services without any interruption.”

Contact us at: RAYMUNDO AVELINO ABEN ATHAR www.microfocus.com Under-Secretary for Integrated Information Technology Management Court of Justice of the Federal District and Territories Like what you read? Share it.

“Within just a few months of introducing SMAX, codeless functionalities of SMAX and its in- or from a mobile device, ‘Max’ leverages NLU the first contact resolution rate went from nine tuitive interface to make information and au- (natural language understanding) and searches to nearly 40 percent; double the target we had tomation available to the entire organization. for documents created for this purpose. It up- set for this,” comments Athar.Once the benefits Athar continues: “Using SMAX, we compiled loads related articles dealing with the subject of the new ITSM system became clear, many a ‘work from home’ toolkit of all the relevant so that the user can select the most relevant departments asked for non-IT processes to knowledge articles and processes, and with with a simple click. “SMAX hot topic and smart also be included in SMAX. An example of the this fast and centralized response our users analytics were useful in these uncertain times, ESM (Enterprise Service Management) offer- continued the provision of judicial services as we could easily identify trends in the types ings is in meal orders; if a court case is heard without any interruption.” of requests,” comments Athar. “That helped us with a jury present, the jurors cannot leave the create targeted knowledge articles to support court room. A court official can now easily open The availability of this toolkit became highly our users, or raise a ticket to solve a commonly a ticket in SMAX to have food delivered by a relevant at a time when people had to immedi- occurring issue.” catering company. Other examples include le- ately start working from home and set up work veraging SMAX to facilitate electronic voting spaces. SMAX played a vital role in assigning Simplified Service Model, Faster at court committee meetings, order and sup- laptops to homeworkers. From home, users Resolution, and Major Cost Savings ply stationary and office furniture, warehouse felt comfortable working with the existing and Justice cannot stop for a pandemic and TJDFT management, manage public servant travel familiar portal and could create a SMAX request successfully introduced a virtual judgment plat- on court business, and provide a repository of on their mobile. SMAX queried a list, generated form so that cases can be tried and sentenced compliance documents, such as new laws and the asset, and managed an authorization work- remotely. All civil servants working with the new regulations. SMAX is also used for TJDFT asset flow so that the user could collect the laptop platform were trained using a SMAX-managed management of desktops, laptops, and other from the court. Everyone who needed a laptop toolkit of knowledge articles. TJDFT expects employee equipment. was assigned one within just a week—unheard only approximately 40 percent of its staff to re- of in a bureaucratic environment such as the turn to an in-office working position post-pan- SMAX Steps Up in a Crisis court system. The toolkit was critical for other demic. It is vital that IT support channels evolve As SMAX provides entirely codeless configu- common service requests such as VPN access with the business and its users. To that end, the ration, the IT team had easily configured the and installing a token drive for digital certifica- team has integrated instant messaging with solution since first deploying it to meet their tion, and information including tutorials on how SMAX and the virtual agent service. Integration evolving needs. No outsourced contractors to register access through employee numbers. with Microsoft Teams as part of workstream were required and this provided significant collaboration is also under investigation. agility; a critical factor in responding to the During the pandemic the team appreciated COVID-19 lockdown. When COVID-19 hit the the SMAX machine learning, smart search, Athar concludes: “In the face of so many world in March 2020, Athar’s vision paid divi- and analytics capabilities. Users relied on the problems during this pandemic, our team was dends straightaway: “With only a day’s notice ‘ask a friend’ and ‘feedback from other users’ part of the solution. SMAX enabled our digital all our staff were sent home”, he says. “We were features to help each other within the user transformation and gave us the agility to posi- asked how long it would take for IT to support community. The SMAX AI-based virtual agent tively respond to a shift in working dynamics. It them with effective home-working. I told them ‘Max’ is also fully integrated into the knowl- empowered our users with a simplified service ‘we are ready now!’.” edge base to support the users’ autonomy. model, and increased our first contact issue When a question such as ‘how do I create a resolution rate from nine to over 45 percent. Within only a matter of days the ITSM de- remote justice room?’ is asked on the service We also achieved an ongoing cost saving of partment was able to take advantage of the portal either from a webclient on a pc/laptop 40 percent in 2020.”

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