State representatives use large touchscreen display

Case study: State Government Transforms End-User Computing

11 Sep 2018 by Claudia Hrynyshyn

Facts at a glance

Client industry:

State government

Size of organization:

20 agencies, 3,700 employees

Challenge:

The client needed to update its workplace technology across 159 locations due to outdated processes that were hindering support, efficiency and employee retention.

Solution:

  • Insight Workplace Services
  • Software asset management
  • Virtual desktop infrastructure

Results

  • Year-over-year cost savings
  • Reduced ticket volumes
  • Reclaimed IT bandwidth

Keeping workers productive in today’s fast-paced business environment requires keeping them connected and inspired. Successfully accomplishing those goals creates meaningful and productive employee experiences.

A state government organization in the Midwest knew it needed help when its workforce technology wasn’t keeping pace with the latest chat, self-service and other end-user compute technologies. The state struggled to provide IT services for its executive agencies at 159 locations, employing 3,700 workers.

Performance and productivity issues, high ticket volumes and dwindling resources plagued the organization. The state needed to outsource its service desk and field support to reduce costs and increase IT bandwidth. The organization also wanted to modernize the technology experience for its end users in an effort to attract and retain employees.

The state needed to outsource its service desk and field support to reduce costs and increase IT bandwidth.

Finding a solution

The state released a Request for Proposal (RFP) for endpoint device managed services that included requirements for support, virtual desktop, resale and fulfillment, and software management. Any potential providers had to be able to offer the same services to an additional 16,000 employees not currently supported by the state.

The organization’s critical success factors spanned everything from compliance and security to flexible pricing, integration, transition and customer relationship management.

Insight’s Workplace Services team developed a proposal that emphasized program management, governance and oversight. Our ability to address all of the client’s needs instilled confidence that we could execute on the project. The proposal also scored perfectly on the client’s pricing model, another important deciding factor.

A strategic transformation

At the heart of the IT industry’s “shift left” philosophy is a true win-win outcome: IT support teams are free to focus on strategic objectives, and end users are empowered to work and troubleshoot more autonomously than ever.

Demonstrating Insight’s own shift left expertise, our Workplace Services team suggested new ways to support end users through automation. And to help the client clearly define and start the journey to transformation, we recommended our Workplace Services assessment, which provides peak visibility and identifies areas in need of improvement.

“Planning a modern support shift the right way requires a full line of sight into business processes,” says Brian Gatke, director of Connected Workforce services at Insight. “And that visibility is hard to acquire without the proper resources. Our teams understand that. That’s why we develop offerings that solve those challenges at the core.”

"By helping our clients adopt more modern end-user support methods, they’re able to give end users the autonomy they expect and demand."

Through Insight’s service desk, knowledge management, self-service platform and on-site/desk-side support, the client is driving more optimization than ever and decreasing costs and ticket volume over time — while providing more powerful employee experiences across all of its agencies.

“By helping our clients adopt more modern end-user support methods,” Gatke says, “they’re able to give end users the autonomy they expect and demand.”

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