The National Institute of Statistics is one of the country's longest-standing public agencies. Since 1843, the year of its official establishment, it has conducted numerous censuses, surveys, and studies on the state of the nation.
Currently, the INE provides the country with more than 70 quality indicators covering a wide range of topics, including employment, prices, population, culture, public safety, the economy, and other aspects relevant to public policy decision-making. The INEcurrentlyserves as the governing body of the National Statistical System (SEN), which brings together the main producers and users of this type of information. Its purpose is to coordinate and improve the relevance of statistical production, exchange views, and establish common standards.
The main objective was to improve the management of the Information and Communications Technology Department by handling and logging service requests from internal INE users through a single point of contact (Service Desk), which would resolve and/or route their needs regarding the use of shared technological resources, procedures, and services, all in accordance with ITIL quality standards.
“The implementation of the project contributed to the institution’s digital transformation, as the management of requests via the web platform was implemented without any difficulties on the part of service users”
Marcela Herrera Olivares – Alejandra Martinez Jara
Head of User Support – Head of the Service Desk.
Although we had previously evaluated various solutions available on the market, we found that this one offered numerous advantages over the others; however, the most important factor for us was our positive experience with it in the past.
- The reasonable cost and our commitment to adopting best practices in IT service management (ITIL).
- Aranda Software's solution and engineering services ensured the success of the implementation process.
- It has been a positive experience in terms of the solution's usability, the implementation process, and the support provided during the rollout.
We have found that Aranda Software's solutions offer numerous benefits; among them, the most relevant to our business are:
- Constant updates to functionality.
- Adaptability to change.
- The current version of Aranda's web platform for users and specialists is intuitive and features a simple, functional interface.
- The implementation of the project contributed to the institution’s digital transformation, as the management of requests through the web platform was implemented without any difficulties on the part of service users.
- The ability for customers to track the process and monitor their tickets is one of the most highly valued features.
- The knowledge base enables self-service and knowledge management for users.
The impact has been significant; the most notable improvements are:
- A 70% reduction in phone calls to the Service Desk.
- An increase in online incident and request reports from 20% to 65%.
- Elimination of paper, since the process is carried out digitally.
- The implementation of Level 1 resolution has streamlined the work of specialists, resulting in less fieldwork.
- We did not have information on the workload of the team of specialists in that area.
