The Electricity Regulation and Control Agency (ARCONEL) regulates and monitors the electricity sector in Ecuador; it is a public entity with approximately 150 employees.
The project arose from the need for a solution that would allow the organization to track cases requested by clients and, at the same time, properly manage its IT equipment inventory. This need was confirmed and became more pressing within the organization following the recommendations that emerged from a special audit of the Information Technology Unit of this public institution, conducted in 2010.
Aranda Software was selected during the procurement process because it was the vendor with the best value proposition, which fully met all the specified requirements.
“After implementing Aranda Software’s solutions, users reported perceiving an improvement in response times”
Carolina Cáceres
, Network Administrator at the Electricity Regulation and Control Agency.
These are the three (3) main reasons why the Electricity Regulation and Control Agency (ARCONEL) chose the ASDK (Aranda Service Desk) and ADM Aranda Device Management) solutions:
- ITIL Certification
- Service Desk included
- IT Equipment Management
Once the solutions were implemented, a positive impact was evident in decision-making and transparency in the support process, with statistics provided on the requests submitted, as well as an optimization of the time the support team spends on these activities.
Edgar Torres, Head of the Information Technology Unit,noted that“Remote access to equipment was particularly useful, especially at our offices in other provinces,”and highlighted the value of reports on computer usage.
For this year, we estimate a 55% reduction in incident response times, 60% coverage in case status updates, and 100% availability of support process statistics—all thanks to the coordinated efforts made during the project’s implementation.
Finally, one aspect worth highlighting is the stability of the process and the fact that it has remained consistent over time, regardless of the staff responsible for support activities. Over the past eight years with this solution, the project has maintained continuity through proper implementation and optimal operation, even during periods when the team has changed.