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Service Desk for 30,000 users of Government of Alberta in Canada

"We’ve increased first call resolution by seven percent to 75 percent and client satisfaction from 85 percent to 90 percent. That’s a clear indication that this service desk is better."

Simon Tse, Vendor Manager, Government of Alberta

The customer

Alberta is Canada’s fourth-most populous province and its capital, Edmonton, is the primary supply and service hub for Canada’s crude oil, oil sands and other resource industries. South of the capital is Calgary, Alberta’s largest city and former host to the Winter Olympics. The Province’s government employs over 30,000 people across a wide variety of departments and agencies, serving a population of over four million.

The challenge

The Alberta Government wanted to find a new provider that would introduce new features and reinvent the service desk process.

The solution

After a comprehensive benchmarking procedure, the organization identified the key criteria and went to market. Fujitsu’s combination of experience, capability and cost-effectiveness made it the ideal partner.

The benefit

  • First call resolution of 75 percent, an increase of seven percent, makes users more productive
  • Client satisfaction has risen to 90 percent, reflecting user happiness
  • The detailed transition plan enabled 30,000 users to be migrated over the course of four months without disrupting the business
  • Fujitsu is also introducing innovation to the service desk and adding new channels such as online chat and social media