Tomsk Polytechnic University processes requests for multi-stage internal services at Naumen Service Desk

2022: Naumen Service Desk Implementation

Tomsk Polytechnic University has implemented the Naumen Service Desk to deal with applications from staff and students. This was announced on November 24, 2022 by Naumen (Naumen Consulting). In this IT system, an educational institution processes large requests with complex routing, where a significant amount of work and a large number of performers are expected, for example, applications for the maintenance of buildings and hostels. Over 1.6 thousand appeals pass through the solution every month.

TPU replaced the old IT system for processing applications with the Naumen SD product, because it needed a more flexible solution. This system allowed the educational institution to transfer all requests for the services of digital and administrative blocks from employees and students to a single environment and implement complex routing - to flexibly appoint performers taking into account the customer's faculty of services or the location of the counterparty. At the end of November 2022, 150 service specialists work in the system. In addition, the solution organizes active interaction between the process participants: the customer of the service and the performers can directly communicate, share articles from the knowledge base and much more. The approach improves the quality and speed of application execution.

The intuitive interface of the Naumen product has allowed a large number of users to quickly get used to the IT system. The decision for November 2022 registered about 17 thousand users, and in 99% of cases they prefer to send a request through their personal account, and not by e-mail. In the near future, TPU plans to launch the Naumen SD mobile application.

The introduction of this software into the digital system of TPU made it possible not only to structure the work of ordinary service units, but also to create convenient services for students of correspondence and distance learning. This will significantly improve the quality of most services in TPU by creating a single entry point to solve student problems. We hope that Naumen services will allow us to move to process management and add flexibility to the system, "said Alexander Fadeev, Vice-Rector for Digitalization of TPU.

The TPU plans to make Naumen SD part of the organization's information infrastructure: integrate the solution with internal information systems and expand the catalog with a list of equipment and related service services. The decision for November 2022 has already been integrated with the corporate portal of the university.