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Case Study: ACT Shared Services

Effectively handled large quantities of requests from business areas for IT services

What we did

  • Work with senior executives to develop appropriate processes and engagement for all non-standard requests to ACT Shared Services.
  • Effectively handled large quantities of requests from business areas for IT services.
  • Efficiently assessed the requests using our substantial experience of the interface between IT and business.
  • Provided clear, high quality summaries of the needs of client agencies, and the best way to address client problems and opportunities.

The result

  • By having highly capable and experienced people as the first line of contact, good strategic decisions could be made more quickly.
  • Business requests were now understood, responded to quickly and solutions provided in proportion to the problem to be solved which led to a complete shift in the level of engagement and satisfaction from business areas of the services provided by IT.
  • A higher proportion of “right” decisions were made from first contact, resulting in less rework, happier clients of ACT Share Services, and significant cost savings.
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