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HM Revenue & Customs staffs rely on IT to collect tax and duties, so if they have an IT problem they need to solve it quickly and simply. Users either get IT help and advice from the intranet, or they phone the IT Service Centre (ITSC). The ITSC also manages incidents and root cause analysis to help maintain IT availability and staff productivity, and is delivered through Aspire, Capgemini's end-to-end IT service contract with HMRC. The ITSC resolves user problems relating to 600 Core applications and thousands of other IT solutions, hardware, and mobile services. When HMRC staff phone the ITSC, 69% of incidents are solved during the first call and surveys show 98% user satisfaction.
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