Sotstech optimized the processes of maintaining information systems of the social block of the Ministry of Labor using the SimpleOne ITSM platform

2024: SimpleOne ITSM Implementation Results

Federal State Institution "Information Technologies in the Social Sphere" (PKU "Sotstech") created a unified system of technical support for information resources of organizations included in the social block. Ministry of Labour and Social Protection Russia Chosen as a software platform. During SimpleOne ITSM system the procurement procedure, the general contractor of the project was selected as the company "," INLINE GROUP whose specialists have significant experience in building ITSM systems based on best practices. This was SimpleOne announced on October 22, 2024.

The purpose of the ITSM platform implementation in PKU Sotstekh:

• improving the quality of services provided due to prompt response to user requests;
• ensuring the stable operation of information systems and services maintenance services by effectively monitoring the execution of user requests and the allocation of available resources;
• reduced time for solving requests and incidents on issues, which require the involvement of technical support services of several organizations of the social unit.

The main task of the project is to bring all elements of the information resource support system of organizations that are part of the social block of the Ministry of Labor of Russia to unified requirements and standards for the quality of maintenance.

PKU Sotstech determined the following criteria for choosing an ITSM system:

• domestic solution. One of the key requirements is to use software developed in Russia and supported by domestic vendors;
• flexibility of settings and potential for development. The ITSM system should have a high degree of adaptability, with the ability to add functional modules and customize settings;
• short implementation time (no more than 6 months).

Based on the results of the competitive procedures, a software product was determined that meets the requirements established by the Sotstech PKU: the SimpleOne ITSM system.

We are pleased that the methodological approaches and technical solutions for automating IT processes based on SimpleOne proposed by our consultants helped Sotstekh PKU to create a unified support service for social block organizations, to improve the quality of the services provided, which in turn made it possible to further independently modernize and develop the solution, commented Alexandra Prokofieva, Head of the Department for Development and Implementation of IT Management Systems at INLINE GROUP JSC.

The capabilities of the SimpleOne platform allow you to customize the ITSM system using no-code and low-code mechanisms without involving vendor specialists. PKU Sotstekh independently modernized the SimpleOne ITSM system, developing:

• a module for registering calls received by phone, which allows you to quickly and conveniently register them in the system;
• a chain of related requisitions has been developed;
• Integrated with the event calendar. The system automatically creates requests for booking conference rooms, video conferencing timing, organizing other events;
• automated scheduled maintenance;
• integration with a chat bot in Telegram is configured;
• The IT assets module was developed to take into account the full life cycle of fixed assets and consumables at the Ministry of Labor and Social Protection of the Russian Federation.

The ITSM system has been successfully integrated into the operating regulations of the Sotstech PKU. The solution increased the efficiency of interaction, made workflows more convenient and understandable for users.

An efficient architecture, an understandable interface, prioritization of needs, operational configuration and customization are some of the arguments of our choice in favor of SimpleOne. Of course, it is important that the vendor continues to expand the functionality of the ITSM system, taking into account the suggestions of users, - said Pavel Bakhar, Deputy Director of PKU Sotstekh.

The introduction of the ITSM system allowed in 2023 to process more than 13 thousand user applications, including 5,000 applications from external contractors, which increased the KPI indicators for processed applications in 2023 to 99%. Quality control of the services provided was carried out in real time.

For us, as developers, the project with PKU Sotstech has become a real test of the flexibility and adaptability of our solution. Based on the results, it is safe to say that the test was passed successfully. SimpleOne were able to provide a solution that perfectly adapted and fit into the tasks of the institution, "said Sergey Chukanov, CEO of SimpleOne.

In the future, PKU Sotstekh plans to scale the system to support other information systems and IT services of organizations of the social block, according to which the Ministry of Labor of Russia will make an appropriate decision.