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Digital Transformation for End-User Support
Driving End-User Support Transformation
At BAS4ICT, we developed and executed two roadmaps with 16 initiatives to improve operational performance for end-user support. Leveraging AI, big data, and cloud solutions, we optimized call handling and operational processes, significantly enhancing service excellence.
Discover below how BAS4ICT successfully drives innovation and transformation in Driving End-User Support Transformation.
Overview
The European Commission Directorate General for Digital Services (DG DIGIT) oversees end-user support services for 55 EC Directorates-General (DGs) and executive agencies. The DWP EUSS project aimed to address several operational inefficiencies and restore trust in the service provider consortium led by ATOS and Netcompany-Intrasoft.
Objectives
The project's main objectives were to improve call handling and reduce the abandon rate, ensure adherence to processes and complete transformation initiatives as planned, and develop and implement two roadmaps for 2023-2024, focusing on transformation and service excellence.
Challenges
The project faced several challenges, including the need for a more end-to-end vision and process adherence, high call abandon rates, and multiple unfinished transformation initiatives.
Solutions
To overcome these challenges, the project established two comprehensive roadmaps with 16 initiatives focusing on structural transformation and service excellence. Technologies and methodologies such as AI, big data, cloud solutions, data analytics, and ServiceNow were implemented.
Results
- Improved operational performance and process adherence
- Successful migration of service reports to the Power BI platform
- Enhanced end-user computing analytics and digital workplace data analysis
Conclusion
The project significantly enhanced the operational efficiency of the EC's digital services, improved call handling, and successfully implemented key transformation initiatives.
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