Help desk automation reduces IT costs for county agency

Situation

Government information technology (IT) departments face significant hurdles when keeping up with today’s highly-digital citizens. One county’s constituents expected modern, web-based capabilities that enhanced information, communication and transactions in a variety of formats. They also demanded transparency, access, engagement and open government.

Challenge

The county’s IT department needed to provide contemporary capabilities that are flexible, scalable, secure and environmentally conscious. The county needed to scale its responsiveness to increasing demand, and accomplish that with finite resources.

Solution

The company invited a Nintex Solution Partner to inventory their existing IT ticketing system. The partner identified several broad categories of tasks and priorities that generated service requests across the organization, such as open systems, permissions access and tooling.

After a diligent business analysis, the partner connected Nintex Forms, Nintex Workflow and Microsoft SharePoint to deliver 12 enterprise-wide workflows for business process automation. The workflows automate submission of different types of service requests, such as:

  • Application access requests

  • Infrastructure requests
    • Hardware support
    • Mobile device support
    • Database provisioning
    • Site provisioning

  • Remote access requests

In addition, the firm developed automated provisioning processes to help streamline request fulfillment. This solution integrates with the workflows that handle infrastructure requests, launching the appropriate provisioning process automatically upon request approval. No paper or employee action required.

Benefits

Upgrading their outdated IT ticketing system to an automated solution saved the county time, money and effort through:

  • Greatly reduced total cost of ownership for IT systems
  • Increased customer satisfaction with county service
  • Improved regulatory and legal compliance
  • Enhanced ability to meet SLAs

Having transformed their business processes and service requests with workflow automation, the county is currently working with a Nintex Technology Partner for further process improvement.

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