The data center of the Moscow Government has automated an internal support service on Naumen Service Desk Pro

2023: Naumen Service Desk Pro Implementation

On May 25, 2023, Naumen (Naumen Consulting) announced that the Center for Traffic Management of the Moscow Government (GKU TsODD) has increased the efficiency of its internal processes by quickly introducing an electronic support system based on the Naumen Service Desk Pro solution. This systematic approach to the provision of services made it possible to optimize the work of departments and improve the quality of services. The decision at the end of May 2023 is used by more than 2.8 thousand employees.

The Moscow Government data center, with expert support from Naumen, developed a service catalog in five months and transferred the related service processes to Naumen Service Desk Pro. Now, in the "single window" mode, employees order various internal services: a pass to the territory, the organization of the workplace, the purchase of new equipment and furniture, repair, cleaning. In total, specialists from AXO, IT and other services process about 2 thousand applications in the system every month. Automation of task and call management processes based on Naumen Service Desk Pro allowed the Moscow Government Data Center to reduce the number of manual operations, reduce service delivery time and improve the quality of internal service.

You can submit a request to the service department in different ways - through your personal account on the portal, by e-mail or by phone. Thanks to the intuitive interface of the system, about 80% of employees prefer to register requests on the self-service portal. This made it possible to multiply reduce the burden on specialists and speed up the processing time of applications.

The data center is actively introducing advanced solutions in the field of information technology into the life of the city. We have already translated most of our projects into figures: from the development of traffic management projects to the creation of smart infrastructure for transport. We also understand the importance of digitalization and automation in internal processes as well. The introduction of the new service made it possible to simplify operations and receive services twice as quickly, - noted in the press service of the data center.

The no-code Naumen Service Desk Pro solution is aimed at large customers and was originally created taking into account the peculiarities of working with large-scale objects. The project to automate service processes at the Center for Traffic Management of the Moscow Government (GKU TsODD) required a global revision of service business processes. However, due to the flexibility of configuration and the breadth of functionality, the solution was implemented as quickly and efficiently as possible, taking into account the current circumstances and needs of the customer, "said Dmitry Rubin, director of the Naumen operating business.