HOA Nemzetközi Szolgáltatóipari es Outsourcing Konferencia BEYOND HUMAN Technology, organization issues Ilosvai Péter Ügyvezető igazgató IT Services

Transcription

1 HOA Nemzetközi Szolgáltatóipari es Outsourcing Konferencia BEYOND HUMAN Technology, organization issues Ilosvai Péter Ügyvezető igazgató IT Services Hungary Kft

2 Agenda 1. Introduction of the International Service Desk at IT Services Hungary 2. How to improve efficiency at hotlines beyond human?: 1. Automation in the IVR system 2. Automation in the trouble ticket handling 3. Self help portal 4. Shift left approach 3. A living example for successful shift left 1. Services provided to the customer 2. The project 3. Results I. 4. Results II. 5. Financial benefits 2

3 Introduction of the international Service Desk at IT Services Hungary

4 Introduction of the International Service Desk at IT Services Hungary - fact sheet IT Services Hungary Number of employees: Largest ICTO provider of Hungary Two major sites: Budapest and Debrecen international Service Desk: Number of employees: 620 Budapest: 297 FTE / Debrecen: 323 FTE Start of nearshore operation in 2004 Over first level and second level tickets handled per year Operative German, English, French, Dutch and Hungarian languages More languages available including Italian, Czech, Slovak, Romanian, Russian 4

5 Introduction of the International Service Desk at IT Services Hungary - portfolio Password Reset Business Application Support Incident Management First Fix Catch & Dispatch Qualified Catch & Dispatch Remote Service Incident Ownership / Communications management Monitoring EDI (Electronic Data Interchange) Service 5

6 How to improve efficiency at hotlines beyond human?

7 Automation in the IVR System Having well built hotline allowing users to arrive at a professional agent by using prompts Giving the opportunity for customer to type existing incident ID on his/her phone which pops up at agents desktop being able to give the actual status immediately Hotline recognises caller s phone number, a new incident pops up at agents when call arrives (filled with all details) Automatic PW reset with voice recognise system Dialling customer by using desktop software. Dialling user by voice on the phone

8 Automation in the ticket handling Ticket handling system: Hot keys for typical incidents ( f.e. pw reset ) Sending automatically status, closure report for customer Dispatching incidents to the right resolver group after classifying the ticket handling: Generating incidents from incoming s for further classification Sending automatically 1st message as a reply

9 Self help portal Self help portal Self help portal is a website which allows users to solve/start his incident on his/her own. Possible functions: 1. Password reset 2. Creating incidents / changes 3. Checking existing incident / changes, giving updates 4. Changing contact details

10 Shift left approach

11 A living example for successful shift left project

12 Services provided to the customer Scope of the services: support of 6000 employees and 250 shops under retail support Start of the operations: Apr 2008 Continous improvement: Best Guide, 1 desk concept, Debrecen splitting, Cosima Major figures: 2009 Actual Apr 2008 Number of FTEs Type of support SLA Overall FFR Tickets / month 42 1 st & 2 nd line 80/20 50% st line 80/20 30% 9 500

13 The project Successful Six Sigma project started for increasing the resolution rate and reducing the bad ticket routing of the service desk of the customer Shift left project reorganised the service chain to reduce costs. Summary of the define phase: VOC The project target is increasing the resolution rate within isd Hungary for the customer and reducing % of reassigning tickets. Objective Y1: Increasing resolution rate: 26 % to 38 % Y2: Decreasing % of reassigned tickets (Bad routing): 12 % to 7 % Causes X1: Missing process knowledge (Y1; Y2) X2: Missing IT knowledge (Y1; Y2) X3: 2nd line missing remote access (Y1; Y2)

14 Results I. Increasing resolution rate Quick win: Automated Closure Code in the trouble ticket system = Advice Given Base value: 26,6% Target value: 38% Actual avg. value in 2010: 56,8% FTF & 2nd line rate 100% 90% 80% 70% 60% 50% 40% 30% Solved by other teams all 2nd line % FTF % of all 20% 10% 0%

15 January February Marc April May June July Augustus September Bad Routing % January February Marc April May June July Augustus September Results II. Reduce Bad Routing Rate Quick win: Automated templates in the trouble ticket systems Preliminary IT trainings in August Frequent telcos with the English experts # of Bad Routing tickets per Categories Duplicate Incident Raised Incorrectly Assigned To Group Insufficient Information Non-Supported Call Taken / Referred Elsewhere Deviation from the planned value 14,0% 12,0% 10,0% 8,0% Bad Routing % Planned Target 6,0% 4,0%

16 Financial benefits Analyse 47 % Field support needed: X3: 2nd line remote possibility X1: Missing process knowledge 417 tickets 354 tickets 40 % 12 % X2: Missing IT knowledge 110 tickets Benefit within present scope: EUR Benefit scope enlargement: EUR Savings per month: EUR

17 Questions? IT Services Hungary - Advisory Board Meeting