Advansys Formativ at CCSU - Developer Success Story

Novell Cool Solutions: Feature
By Advansys

Digg This - Slashdot This Posted: 11 Mar 2004

New South Wales Department of Commerce - CCSU uses Advansys Formativ and GroupWise? to roll out centralized incident and request management process for all CCSU client agencies and staff.

situation before Advansys solution

	"With their great product, Formativ, combined with rapid custom Formativ Applet development services, Advansys provided everything we needed to rapidly implement an integrated service delivery process on Novell GroupWise." David C. Lloyd Service Centre Project Manager Shared Services Excellence Program Central Corporate Services Unit NSW Department of Commerce

In 2002, CCSU recognized that each of its service lines had a unique set of processes, procedures and contact points for managing CCSU client and staff incident and service requests. Inefficient, inconsistent silo approaches to service delivery from CCSU to its clients were found to be common. Client feedback also drew attention to CCSU's ad-hoc service delivery model. For example, clients noted dissatisfaction with information they were receiving about their incident or service requests. In addition, clients could not always guarantee the quality of service received from any Branch of CCSU. All too often the most effective interactions were based on last-minute personal interactions, phone calls or email exchanges.

situation after Advansys solution

"All of NSW's 2,500 IT clients use Novell GroupWise and a browser, so it was the most obvious choice to implement and host forms to support the Service Center project," said David Lloyd, Project Manager for the CCSU Shared Services Excellence Program. "Advansys and its products are also well known to our Novell GroupWise administrator, which made the choice of the Formativ product simple."

The CCSU Service Centre was launched in June 2003, providing a tool to enable central logging, handling, monitoring and reporting of CCSU Clients' incidents and service requests. Points of contact were established for NSW HR, IT and Office Services Requests, and additional contact points for Finance, RAIS (Research and Information Service) and Executive branches were added in November 2003. "Our main objective for the project was to provide low-cost, client-centered access to CCSU's services from integrated access points," said Lloyd. "A significant business driver for implementing the Service Center was the need to ensure that common processes for CCSU clients' interactions were put in place, and it was vital to extend the project to all of the small agencies without the resources to do this themselves."

Read the full story here: http://developer.novell.com/success/advansys2.html.

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