Case Study: The Office of the Government of the Czech Republic digitizes IT requests with ALVAO Service Desk

ALVAO digitized paper requisitions at the Czech Government Office

The Office of the Government of the Czech Republic turned to ALVAO when its IT department was overwhelmed by a high volume of requests and the existing process was slow and inflexible. Employees had to submit requests through the Filing service, where assistants manually re-entered them into the helpdesk, and requesters could not see status updates or deadlines because there was no SLA in place. The office selected ALVAO Service Desk and Service Catalogue to improve communication and streamline request handling.

ALVAO implemented a controlled test of the Service Catalogue and Service Desk before rollout, then trained users and made the service available to all employees. The new setup provided status feedback, easier delegation, better reporting, and mobile access for solvers, while the old helpdesk was retired as an archive. The result was a smoother workflow for IT requests, faster communication with users, and a system now serving 600 users at the Office of the Government of the Czech Republic.

The Office of the Government of the Czech Republic

Jan Braunstein

Director of the Department of Informatics