Department of Information Technology & Telecommunications & BMC Software Announce Significant Improvements in Customer Servic...
June 24 2009 - 8:04AM
Business Wire
Department of Information Technology and Telecommunications
(DoITT) Commissioner Paul J. Cosgrave and BMC Software (NYSE:BMC)
Chairman and CEO Bob Beauchamp today announced marked improvement
in Citywide Service Desk performance since 2008, resulting in
better service delivery to customers through enhanced IT
infrastructure management.
DoITT�s implementation of BMC�s IT Service Management (ITSM)
software and integration of automated monitoring tools has produced
dramatic improvements in interagency communication and streamlined
City services with considerable cost avoidance. The ITSM solution
helps DoITT track Citywide Service Desk tickets, approve changes
and detect IT issues more accurately and efficiently.
�As New York City�s technology agency, we�re always pursuing
cost-savings and cost-reduction measures that can be realized by
the more efficient delivery of the IT services we provide our
sister agencies � and that�s as important than ever in these
challenging fiscal times,� said DoITT Commissioner Paul J.
Cosgrave. �Consistent with the goals described in PlanIT, our aim
is to extend DoITT�s current capabilities and proven methodologies
to maximize fiscal investment, increase performance and recognize
economies of scale through process consolidation. To this end, BMC
Software helps us to better allocate resources to address priority
items � as well as reduce or eliminate redundant incidents
entirely.�
DoITT�s adoption of BMC�s Business Service Management (BSM)
principles has proven a critical factor in aligning IT activities
with the goals of PlanIT, the City�s comprehensive technology
strategy. The gains already achieved through these innovative
approaches provide DoITT the ability to continue improving the
government's efficiency through targeted technology deployment.
�DoITT has taken a sophisticated approach to managing the City�s
IT infrastructure and service delivery while minimizing human
error, improving compliance and delivering services faster to its
customers,� said Bob Beauchamp, BMC�s chairman and chief executive
officer. �Doing all this while reducing cost and improving customer
satisfaction proves once again why the �Big Apple� is among the
greatest cities in the world.�
As part of its efforts toward a consolidated IT infrastructure,
DoITT provides email, data center, network, voice and data,
Citywide Service Desk and application support services for dozens
of City agencies. Removing the traditional agency silos in IT
infrastructure management helps create a customer-centric service
model that supports Mayor Bloomberg�s vision to deliver more
accessible, transparent and accountable government services to New
Yorkers.
�For years, New York City agencies maintained their own IT
systems, which led to a great deal of redundancy and inefficiency
citywide,� said Michael Bimonte, DoITT�s Deputy Commissioner for IT
Services. �Implementing a complete ITSM strategy, including the BMC
Remedy solution, has allowed us to improve service delivery
resulting in increased access to a broad spectrum of
DoITT-supported services. One-stop infrastructure management has
also helped us reduce outages caused by complex infrastructure
changes or hardware failures. Be it call response time, interacting
with applications or obtaining forms online, the increased system
availability and response has improved service delivery to the
agencies that serve New York City�s residents, visitors and
businesses.�
The gains made in service delivery for agencies whose IT is
supported by DoITT translate directly into improved service
delivery to New Yorkers. DoITT�s Citywide Service Desk, for
example, provides 24x7 technical support and assistance for more
than 100 City agencies, boards and offices. Affording these
customers a single-point-of-contact for significant IT issues, the
Service Desk monitors, troubleshoots and coordinates user accounts
for various applications on the City�s network, as well as provides
alert notifications regarding planned outages, maintenance or
security vulnerability alerts. BMC�s Remedy solution allows the
Citywide Service Desk to automatically generate and prioritize the
over 100,000 trouble tickets it receives each year, enabling the
City to drastically reduce the time it takes to resolve issues.
Since 2008, for example, the average time to resolve issues has
been reduced from 2.13 days to 1.65 days � a 23% decrease � despite
a 92% increase in issues reported.
In addition to prioritization, the Remedy solution has
drastically increased efficiency. Due to enhanced, skill-based
routing, incident reassignments have been reduced by more than 95%
since the start of 2008, even as the number of incidents reported
to the Citywide Service Desk per month increased by over 90% during
the same period.
Commissioner Cosgrave continued: �These improvements help the
City realize substantial savings in staff time and resources, while
all the same time allowing us to leverage these gains to service a
greater number incidents overall. In the end, that adds up to New
York City being able to better serve the IT needs of its
customers.�
DoITT transforms the way New York City interacts with its
residents, businesses, visitors and employees by leveraging
technology to improve services and increase transparency,
accountability and accessibility across all agencies. In 2007,
DoITT launched PlanIT: Better Government through Customer Service,
New York City�s first-ever comprehensive technology strategy for
coordinated, effective and efficient citywide IT implementation.
With an overarching theme of customer service, PlanIT outlines 32
technology initiatives in a variety of areas of City government,
including economic development, public safety, social services,
education, community services, citywide administration and legal
affairs.
Founded in 1980, BMC Software (NYSE:BMC) offers a comprehensive
approach and unified platform that helps IT organizations cut cost,
reduce risk, and drive business profit. Visit www.bmc.com for more
information.
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