CD76 : business process optimisation

The aim was to identify the main needs of all the departments and services in order to identify, describe and optimise the associated processes and enrich the Service Centre catalogue.

Context & objectives

The 5500 employees of the Conseil Départemental de la Seine-Maritime regularly have technical, IT and maintenance needs. It is the Service Centre (CDS) of the Digital and Work Environments Department (DNET) that receives, processes and directs these requests to the right service providers or internal resources.

In order to improve the management of requests made to the Service Centre, the DNET wanted to obtain an exhaustive overview of the requests handled by its deputy directorates, such as the Deputy Director of Logistics Resources and the Deputy Director of Buildings, Development, Maintenance and Upkeep.

The aim was to identify the main needs of all the departments and services in order to list, describe and optimise the associated processes and enrich the Service Centre catalogue. To achieve this, the County Council called on Netsystem, a regular partner on IT issues.

Business challenge
  • Diagnosis & inventory:
    • Conducting workshops with the various DNET deputy directorates to identify all existing requests.
    • Identification of areas for improvement
  • Drawing up a roadmap:
    • Propose streamlined processes for handling requests
  • Implementation of actions:
    • Describe the processes in natural language
    • Summarize and model processes
    • Optimise certain processes
Results
  • Precise description of the rules for allocating requests by the CDS
  • Centralisation of requests in an appropriate tool
  • Increased visibility over the receipt, management and monitoring of requests
  • Formalisation and optimisation of processes for greater efficiency
  • Enhancement of the CDS catalogue of services
Key success factors
  • The quality of exchanges with agents from the DNET’s deputy directorates
  • The professionalism of the service centre’s contacts
  • The history of good relations with the Seine-Maritime Departmental Council
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