Service-Oriented

The year 2000 saw the initiation of the establishment, within SRM Department, of the Service Call Centre, which is currently in operation internally and handling 65% of the external incidents. The major objective of the Centre, is the introduction of remote troubleshooting to resolve a high percentage of problems over the telephone and, therefore, providing a faster and more effective service to the Client, as well as reducing the number of staff sent out on site and thereby inducing efficiencies. The objective is for MITTS Ltd to withdraw from the provision of PC firstlevel support by targeting, over the next three years, the remote and electronic resolution of 50 per cent of the incidents recorded, with the subsequent 50 per cent to be outsourced to the private sector. This is directed to allow MITTS Ltd to migrate its in-house resources, by means of reskilling and re-training, towards core technologies, such as the e-Government Superhighway, Internet, Networking and Database Administration. Based on the information gathered through the Centre, MITTS Ltd will adopt an aggressive proactive stance allowing preventive measures to be implemented. The Service Call Centre is a conscious step forward to improve the quality of service by the Company and is expected to mark a material difference in the way MITTS Ltd operates. As a service-oriented organisation, MITTS Ltd is also looking at new technologies for remote management of PCs, servers, hardware and the network itself, with more emphasis on reducing the cost of providing and maintaining the physical continuity of the network. Aiming at creating a service-based culture, it is also embarking on a service management review, evaluating the service processes and introducing a service management philosophy across the organisation.