The Presidential Academy has implemented the SimpleOne ITSM system to automate support for employees, students and applicants

2024: Creation of a single support centre

Russian Academy of National Economy and Public Administration under the President of the Russian Federation (Presidential Academy, RANEPA) Together with a partner ICL Soft , created a single support center based on the platform. SimpleOne ITSM During the eleven months of work in the system, more than 200,000 applications from students, applicants and academy employees were processed. This was SimpleOne announced on March 31, 2025

As of March 2025, the project implemented by system integrator ICL Soft has successfully completed three stages:

• At the first stage, an ITSM system for technical support needs was deployed in one month.
• In the second, the system was scaled to support the 2024 admissions campaign, in which more than 26,000 applications from applicants were registered.
• At the third stage, the platform was transformed into a universal support center, uniting 88 groups and 390 specialists from various departments - from the IT service to the MPSC and AHO.

Now through the system, requests are processed on a variety of topics: from providing access to digital services to ordering certificates by students and employees.

Of the total number of performers, 56% are IT specialists, the rest are representatives of other functional areas.

Thanks to the introduction of the system, the volume of processed requests increased from 4-6 thousand to 15-18 thousand per month, and during peak periods reached 32 thousand. At the same time, the quality of service remained consistently high - 98.3% of dialers and the average assessment of user satisfaction was 4.88 out of 5, - said Vyacheslav Zentsov, head of the digital process methodology and control group of the Presidential Academy.

Trusted Service - Single Point of Entry for Users, Single Standard of Quality Support

The results of the implementation demonstrated a significant increase in the quality of user support and the efficiency of the service units - while the staff of technical specialists remained unchanged, despite a multiple increase in the load.

The implementation of this project brought a tangible business result: the Academy does not "lose" applicants due to technical or methodological errors when submitting documents and passing the stages of the admission campaign.

The SimpleOne ITSM implementation project at the Presidential Academy demonstrates the platform's high flexibility and scalability, as well as its ability to adapt to the growing needs of large organizations. It is especially important that the system coped with the increased load during the reception campaign, ensuring a stable quality of user support, "said Sergey Chukanov, CEO of SimpleOne, ITG Corporation.

To adapt the solution to the specifics of the educational institution and create a universal support center, the SimpleOne and ICL Soft teams implemented more than 300 improvements in eleven months of the project.