case study: Helpdesk review

BACKGROUND	Our client, the IT Security team of a large Australian financial services provider, is responsible for all user access for all systems across the group. The team was separated from the IT Help Desk in order to give it dedicated resources and focus. Although this achieved the stated objectives, it also meant that the team was more isolated than previously when faced with peak demand and higher workloads. There was intense pressure on the team to deliver an evermore complex set of services whilst at the same time being unable to even replace some of the contracting staff who were leaving. Management turned to reveal group for a diagnostic of the team and its operations, with particular emphasis on identifying opportunities to improve without the need for heavy investment.
OUR ROLE	In order to truly understand the extent of the perceived capacity and to quantify accurately the size of the opportunity, reveal group conducted a diagnostic of the team, with specific focus on understanding productivity and volumes. We analysed the business along the 5 key drivers of Workforce Improvement and the 4 key drivers of Process Improvement. We analysed output and demand over the past 12 months and were able to demonstrate that in fact the team had already improved its performance by 45% when comparing the last month to four months earlier. We clearly demonstrated that demand was on the rise whilst at the same time resources were diminishing, a situation which if it continued in the medium term would prove terrible for customers and service levels.
RESULT	The review identified a number of areas of improvement including a productivity opportunity of 20%. We identified a number of improvement opportunities that required no investment in technology and clearly articulated the current situation of the team, enabling management to accept the reality of the situation and propose a way forward.

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