¡Digitally transform your municipality!

Improve efficiency in the management of your services and increase citizen satisfaction.

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Facilitate your municipality's service management by responding efficiently to citizens' needs

Current problems

Problems communicating with the municipality.

Difficulty in data collection and communication with citizens.

Saturation of response channels.

Low satisfaction with customer service.

Lack of knowledge of the workload of each specialist.

There is no traceability of closed and pending cases for each specialist.

The cases that most affect the community have not been identified.

Specialists live by putting out fires.

Benefits of Aranda Service Management

Service requests: complaints, claims, support, communications.

Effective attention to daily requests.

Centralization of information from a single platform.

Omnichannel.

Access from any device.

Dashboards and management reports.

Assignment of the appropriate specialist to solve the case.

User-friendly channels for users with disabilities or some level of illiteracy, regardless of age.

Why use Aranda Service Management?

Problems / Situations to improve or objectives to achieve achieve

Increase efficiency and efficiency and lowering costs is a fundamental requirement for municipalities. The current demands of citizens require IT areas, Helpdesk and Support Service Centers, among other areas, to optimize all their processes.

Improve the quality of servicethat is: reduce service times, i.e. of attentionincrease resolution levels in first contact first contact, 7x24x365 coverage, among others., is fundamental to achieve key objectives such as the citizen satisfactionsatisfaction increase in productivity productivity and the reduction of downtime in the municipality in the municipality.

Have 360º visibility and traceability of IT events, incidents, problems, requirements, changes and assets has become indispensable for municipalities.. Without this level of detail it is impossible to to know and measure the performance of the different areas of the municipality, assign, direct and supervise the work of the teams, maintain evidence, among others.

Digitally transforming municipalities is a requirement of today's world, so it is necessary to provide different service channels (web portal, mobile application, email, among others) to increase the digital experience of citizens.

¿What is Aranda Service Management?

It is a platform where your municipality can create and execute, with high levels of automation, Service Management Models (ITSM) aligned with the needs of your citizens and based on best practices documented in widely accepted frameworks such as ITIL, COBIT, CMMI for Services among others and has been evaluated and certified by PinkVerify™ for 11 ITIL®4 practices and GOLD level qualification by AXELOS for 9 processes.

It is a flexible solution that can be configured simultaneously for IT Service Management and other areas of the municipality. E.g. Tax management, procedures and services, municipal permits, etc. Allowing omnichannel access to citizens to a central point where they can find the assistance and support required from any of the areas.

It is possible to implement it completely in the cloud in SaaS mode, but also in traditional On-Premise model.

Its capabilities go far beyond more beyond the technology required for the operation of the Helpdesk and Support Center, with Aranda Service Management you can implement the operating model for areas such as infrastructure, databases, applications, cybersecurity, among others.With Aranda Service Management, you can implement practices and processes for:

Incident Management

Keep track not only of failures reported by citizens but also those identified by monitoring and observability platforms. Enable you to quantify and understand the number of outages and degradations occurring on your servers, network, databases, applications, end-user devices.

Problem Management

Assign your infrastructure, middle layer and/or application specialists the responsibility for identifying and resolving the root cause of frequent failures or those which that, although unique, have had a significant impact. Keep a backlog of application bugs in an integrated manner and publish in the knowledge base how to temporarily resolve (Workaround).

Requirements Management

Keep track of all the requests from your citizens, but also of the requests that are made between the teams of the different areas of the municipality.

Change Management

Use Aranda Service Management to register initiatives, approve those that meet your criteria, assign teams and tasks to complete the required deliverables, track progress, record test and deployment plans, schedule dates for implementation, among others.

Configuration Management

Use our CMDB to manage the lifecycle of configuration items CIs of your municipality. Maintain detailed information on all components of your municipality's of your municipality's services. Maintain the history of incidents, requirements, problems and changes associated with the municipality's configuration elements.

Digitally transform your municipality now

Governance and Process Management Model applied to all areas of the Municipality.

How does Aranda Service Managementwork ?

Advantages of Aranda Service Management

Incident Management

Keep track not only of failures reported by citizens but also those identified by monitoring and observability platforms. Enable you to quantify and understand the number of outages and degradations occurring on your servers, network, databases, applications, end-user devices.

Rapid Implementation

The platform offers default configurations, templates and models to speed up the configuration process. Bulk uploads of detailed user and asset information are also possible.

Governance and Management Processes in different areas

On the platform it is possible to implement advanced practices such as Problem Management, Change Management, Configuration Management, Infrastructure and Platform Management, Knowledge Management.

Advanced customization

Tailor the tool to your municipality's needs by adding and editing custom fields to the requirements request form.  

Workflows and Automation

Aranda Service Management allows the configuration of multiple workflows (Workflow), which makes it possible to standardize processes and automate the allocation of tickets, Incident Management, Problems, Changes and Requirements.

Dashboards and integrated reports

The reporting and data analysis tool included to visualize in real time dashboards of your processes and obtain customized reports to support the management of your municipality.

Omnichannel

Offer different service channels such as: mobile application, web portal, chat, email, among others, so that citizens can generate and consult their cases.

Asset management with built-in CMDB

Integrate all your assets into a single data repository for analysis, control and management of resources throughout their lifecycle, optimizing costs and efficiency.

Local support in Spanish

Specialized support team with presence in Latin America and in Spanish language.

Digitally transform your municipality now