The National Tax and Customs Directorate implemented Aranda Service Desk and Aranda Client Management to centralize information on incidents and requests in order to improve timely and efficient service for its users.
The National Tax and Customs Directorate (DIAN) is responsible for administering and enforcing compliance with customs, tax, and foreign exchange obligations, among others. It facilitates foreign trade operations by ensuring they are conducted in a fair, transparent, and lawful manner.
As part of a project to upgrade our technological infrastructure and improve both external and internal customer service, we recognized the need to acquire a tool capable of handling the exponential volume of requests and incidents received daily nationwide.
It became clear that a solution was needed that could support all technological services while adhering to ITIL best practices. In addition, the goal was to resolve incidents within defined timeframes, which would naturally lead to increased productivity for users and more accurate tracking of each request.
“Thanks to Aranda Software, we now have a tool that allows us to monitor the real-time status of all our services nationwide, as well as view statistics, etc. It also enables us to quickly assign tasks and promptly address any reported issues.”
Claudia Patricia Bernal Rivera
User Technical Support Coordinator.
Prior to publishing the bidding process, the DIAN conducted a survey of leading manufacturers in the market that offered solutions of this type, and based on the information gathered, it developed a technical specification document outlining the necessary requirements. Aranda Software was one of the participating manufacturers and was selected through the public bidding process.
The DIAN’s request focused on two areas: The first was addressed by Aranda Service Desk, the solution for managing ITIL processes—such as incidents, requests, service catalogs, problems, and changes, among others. This solution is at the heart of the outsourcing service currently being provided. The second focuses on managing the inventory of technological assets and workstations, supported by the Aranda Client Management solution.
Following the implementation of Aranda Service Desk and Aranda Client Management, we were able to efficiently centralize all incident and request information, as we previously lacked a system of this kind. The tool now covers 52 locations nationwide, accessible to more than 9,000 employees; it includes over 200 categorized services, manages our IT services and technology-related contracts, and provides reliable, timely, and real-time statistics. The tool is available 24/7, 365 days a year, regardless of the user’s location.
