Customer Case Study | DIGITAL TRANSFORMATION

The customer in numbers 2005 established

>250,000 citizens served

>90 ICT professionals

11 partnerships with local municipalities Equalit improves quality of 24/7 availability digital government services of services

About Equalit Challenge

Equalit is an ICT partnership of, and for, local authorities. Started in 2005 as a collaboration between Since 2005, the challenge for Equalit has been the municipalities of and , the organization’s ambition is to reduce ICT costs while to provide continuous professionalization of its increasing quality of service and reducing vulnerability of partner organizations. Having expanded and IT Service Management in order to improve the brought new partners on board, Equalit now acts as the Shared Service Center for the ICT Services quality of service to end users, whilst ensuring of the Municipalities of Alphen-Chaam, Baarle-Nassau, Gilze and Rijen, , Wage on Sand, ITIL® best practices are followed. Oisterwijk, Oosterhout, , , for the OMWB (Environmental Service Central and West Brabant) and social work !GO. Solution

assyst has been deployed since 2005 The Vision including:

Equalit’s vision was for everyone, both citizens and organizations, to have access to digitalized ▪▪ self-service portal to provide transparency government services by 2017. The municipalities wanted to jointly achieve better ICT e-services while to customers optimizing process support, and to ensure employees could work flexibly while also bringing them greater ▪▪ assystWeb for easy logging and routing of levels of information security. incidents between the central Service Desk and municipalities To achieve these goals, Equalit helps municipalities by using The Connecting Foundation (VFE), which consists of a number of important building blocks: ▪▪ Reports and real-time dashboards for instant visibility � A Digital Customer Portal (e-forms for citizens / companies) � The Broker (information is automatically stored in the right place) Results � Business Systems (all information must be digitally available) � Data Warehouse (warehouse as base for core data) ▪▪ Complete insight into all ITSM related � Customer Portal (employees of a customer contact center provide correct information) activities In order to contribute to a customer-oriented, effective and efficient government, it is not only important ▪▪ Increased customer satisfaction for Equalit to facilitate digital services for citizens and companies, but also improve the quality of these ▪▪ Greater employee satisfaction services. assyst has been deployed to provide IT Service Management (ITSM) services to customers (mostly municipalities) since 2005. assyst not only contributes to the professionalization of IT services, but has also made a significant contribution to a more effective way of working through Equalit’s central functional management. ""assyst gives us a great deal of insight into our ICT services, allowing us to understand where we can make profits" Sep Akkermans, Coordinator Function- al Management Equalit 02/18 CS Equalit v1.0 , all activities are not only contributes assyst linkedin.com/company/axios-systems @Axios_Systems blog.axiossystems.com assyst Because all ITSM related Self-service and better insights

Complete insight. activities are registered in insightful and transparent. This clarifies the number of This clarifies insightful and transparent. time it takes tasks for management and also how much are now to resolve an incident. 60% of change requests the correct automated with workflows and sent directly to resolution group. Greater customer satisfaction. have now always Customers end-user satisfaction. ensure greater view of the status of their incidents. In addition, end users face less interruptions , as their issues are resolved more quickly and efficiently. Effective Service Management. to a more customers, but also service for Equalit’s to a professional IT management. way of working by providing a central functional effective , is an out-of-the-box solution designed to transform IT , is an out-of-the-box solution designed to transform IT assyst NET),

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2 to these communication channels, tickets can be created automatically, including user details, and this to these communication channels, tickets can be created automatically, assyst WEB has also been deployed, allowing an WEB has also been over 6,500 incidents and 9,000 Requests For Change over 6,500 incidents and (RFCs). information available to Service Desk employees information available they can With instant, real-time visibility, immediately. to issues and change respond quickly and adequately Equalit Service Desk processed requests. In 2016, the central Service Desk to, for example, the Functional central Service Desk Manager of another municipality. dashboards make important Reports and real-time sufficient, thanks to the self-service portal ( sufficient, thanks to the and track their own incidents. where they can register assyst and easily transferred from the incident to be quickly The Solution Solution The now log can customers Equalit's ITSM services, For are virtually self- They own incidents. and track their connecting will significantly boost efficiency. The Future The be will Customers solution. management service multi-channel full a customers its offer to wants Equalit future, the In for example, WhatsApp. By able to choose from a variety of communication channels, in addition to chat and telephone, Equalit improves quality of quality improves Equalit services government digital