Digia to supply the Finnish central government with an IT Service Desk system
Digia Plc Press Release 25 June 2009
Digia to supply the Finnish central government with an IT Service Desk system Hansel has selected Digia as the only supplier for the Finnish central government's IT Service Desk system. Digia will have a comprehensive responsibility over the system's design, maintenance and support services, while the system will be technically implemented with the software of the IT software company, CA. The Service Desk system will first be introduced in the central government's administrative and human resources management service centres whose systems will have an estimated 90,000 end users through a self-service portal. In addition to the service centres, Hansel's framework agreement enables the implementation of the selected system in all other central government and off-budget units as well as EU's independent offices operating in Finland. Hansel Oy has issued a procurement decision related to an IT Service Desk system for the use of the Finnish central government. The selected solution is ideally suited for the core support and service requests in the central government's systems. Moreover, the system helps in implementing change management monitoring and reporting. In addition, the system may be utilised in securing the quality of central government services directed at citizens and companies. Digia won the tendering with its Service Desk Manager, Audit and Access Control software supplied by the IT software company CA. Digia will be responsible for the overall service related to the system from planning and introducing the implementation to development, support and maintenance services during use of the system. The system will first be introduced in the central government's administrative and human resources management service centres whose systems will have an estimated 90,000 end users through a self-service portal. Service centres rationalise and unify central government services The selected solution is a part of a comprehensive concept developed by Digia for the management of customer experiences. Various parts of this solution are well suited for both the public administration and private sector organisations. "The concept aims to improve and rationalise the quality of customer encounters in organisations and companies producing services and thus improve customer service and communications as well as customer loyalty", says Antti Karjalainen, Director at Digia. The state's accounting offices have already migrated as customers of service centres or will do so by the end of 2009. In addition, the State Treasury has laid out a goal to establish one human resources service centre in 2010. In order for the service centres to be truly unified in their operations they need to have common operating models and processes. "In administrative and human resources management, customer offices and the service centre mostly use the same operating processes and data systems. For service quality and cost efficiency, it is vital that a range of service and support requests can be managed and handled in a common manner satisfactory to the customer, regardless of the geographical location of the offices", says Mikko Kangaspunta, Head of Division at the State Treasury. The new tools and operating methods can also be applied to many other administrative customer service tasks. In addition to the service centres, Hansel's framework agreement enables the implementation of the selected system in all other central government and off-budget units as well as EU's independent offices operating in Finland. In these units, the use of the system and end users may somewhat differ from the needs of the service centres and users of the system. For instance, in universities, the end users may be students and in the Agency for Rural Affairs, farmers. CA's Service Desk Manager - A cost-effective solution CA's Service Desk Manager offers multiple benefits to the user, minimising problems and improving quality being among the core issues. "The integration of processes makes service and change request handling more effective and offers a possibility for quick problem solving. In addition, the automation of support processes enables the quick resolving of recurring problems", states Ari Rikkilä, Country Director at CA Finland. Moreover, the system enables the streamlining of service level contract management and a centralised contact point from where service requests can be handled. The system provides for the continuous development of end customer experiences. For example, automating processes during their entire life cycle is easy from detection to diagnosis and solution. Furthermore, implementing new support technologies such as Web Chat, integrated remote access, self service and solution database is easy with the help of the system. One the most important benefits is the improved efficiency of IT support services' cost management and an excellent example of this are the self service operations offered by the system to ease the support load and effective reporting functions to enable monitoring and rationalisation of operations. For further information, please contact: Mikko Kangaspunta, Head of Division, State Treasury, mikko.kangaspunta@valtiokonttori.fi, telephone +358 9 772 5277, +358 50 584 9590 Hansel LTd, teamict@hansel.fi or Timo Rantanen, Head of ICT Unit, timo.rantanen@hansel.fi, telephone +358 400 838 963 Ari Rikkilä, Country Director, CA Software Finland Oy, ari.rikkila@ca.com, telephone +358 207 411 680, +358 400 631 363 Antti Karjalainen, Director, Digia Plc, antti.karjalainen@digia.com, telephone +358 50 384 3735 Digia Plc Digia delivers information and communication technology solutions worldwide. Our strength in smart mobile devices and real-time information systems enable a mobile life. Our clients are entities who want to capitalise on digital information in their business. New technologies, well thought usability and modern service channels enable real time access for correct information or services through their computer, a mobile handset or any other digital device. We are based in the Nordics, operating globally and employing over 1,200 professionals. We are listed on the NASDAQ OMX Helsinki (DIG1V). www.digia.com CA CA International Inc. is one of the world's largest IT management software providers. Its software and expertise concentrate on unifying and simplifying complex IT environments. With the help of CA's solutions, organisations can manage, control and secure IT while unifying their resources, processes and technology. CA develops and secures business IT management solutions in cooperation with its partners. Founded in 1976, CA today is a global company operating in over 100 countries with headquarters in Islandia, in the United States, and 150 offices in over 45 countries. Globally, CA employs over 5,300 developers. CA Software Finland Oy is CA's Finnish subsidiary. For further information, please visit: www.ca.com, http://www.ca.com/fi/