Case Study: Equalit achieves digitized, faster and more transparent municipal services with IFS assyst

Equalit enables quality of digital government services

Equalit is an ICT partnership of local municipalities with a vision to make government services fully digital and more secure, flexible and efficient for citizens and organizations by 2017. To professionalize IT service management and enable chain monitoring across its shared services, Equalit has used IFS assyst as its service desk/ITSM platform (including assystNET and assystWEB) since 2005.

IFS assyst provided a self-service portal, web-based routing and real-time dashboards and reporting, making customers virtually self-sufficient and giving staff instant visibility into incidents. As a result, Equalit’s Service Desk processed more than 6,500 incidents and 9,000 RFCs in 2016, automated 60% of change requests with workflows, and achieved faster resolutions, greater end-user satisfaction and improved employee experience — demonstrating IFS assyst’s measurable impact on digitizing municipal services.

Equalit

Sep Akkermans

Coordinator Functional Management