The Municipality of Medellín is the public-sector entity responsible for carrying out the work of the city government; it employs more than 1,000 people and has established itself in the minds of Colombians as one of the country’s leading cities in the execution of infrastructure projects.
What sets the Municipality of Medellín apart is its effective management and use of financial resources, which promotes human development, ensures access to and the fulfillment of fundamental rights such as health, education, and housing, and drives economic growth within a coordinated and integrated territorial framework, supported by modern, effective, flexible, and transparent institutions.
“After implementing Aranda Software’s solutions, we achieved a 60% reduction in IT support requests through self-service account management.”
Juan Camilo López Cuartas
Acting Undersecretary for Information and Communications Technology and Management
The relationship that has developed over the years between Aranda Software and the City of Medellín has made it possible to provide a value proposition that, from the outset, addressed the city’s need for a solution capable of systematically consolidating all the information generated by the operations of the Service Desk of the Undersecretariat of Technology and Information and Communications Management, thereby enabling the measurement of the management and quality of service in response to service requests.
In addition, the municipality sought to achieve the following with the solution:
- Set priorities for incident response.
- Reduce technical support and service costs.
- Take corrective action.
- Process-based risk assessment.
- Managing problems and changes.
- Meet the needs of end users.
- Measure end-user satisfaction.
- Provide staff with the necessary tools.
- Manage technology assets (hardware and software).
- Assigning permissions.
- Integration of departments and services within the Mayor's Office.
- Centralize project resources and news.
- Reduce and monitor energy consumption and CO2 emissions.
- To have a more user-friendly management tool that offers greater functionality for the end user.
- Promote self-management of network user accounts.
Both domestic and international companies participated in the bidding process, and the municipality selected Aranda Software because it was the vendor with the best value proposition that fully met the detailed requirements outlined.
These are the three (3) main reasons that led them to choose the ASDK (Aranda Service Desk), CMDB (Configuration Management Database), and ACM (Aranda Client Management) solutions
- Integration of tools and services.
- Information control.
- Cost reduction
The implementation of these solutions has enabled them to achieve smooth and efficient help desk operations, with seamless communication between end users and the generation of reports that facilitate the detection of issues for the implementation of corrective actions, thereby mitigating risk and improving customer satisfaction metrics.
It has also been easy to monitor the hardware and software status of the equipment and its operation.
In turn, Carlos Botero Londoño, Program Leader at the Undersecretariat of Technology and Information and Communications Management, noted that “Regulating the energy consumption and CO2 emissions of devices connected to the corporate network resulted in monthly savings of 34.5%, equivalent to 50.654 billion Colombian pesos, which, on a semi-annual basis, has resulted in a 37.4% reduction in consumption, equivalent to 306.692 billion Colombian pesos, and 363 kg less in CO2 emissions.”
Currently, the energy-saving policy implemented by Aranda Power Management applies to 6,547 devices and results in an overall savings of 94%.
ITSM technology service management is a process of continuous improvement, and the City of Medellín is well aware of this. That is why it is already working on enhancing the end-user interface with customizable features and a stronger corporate identity.