WIZO is an international Zionist movement, founded about 100 years ago, with the mission of leading changes for the betterment of society in Israel. The movement, with the help of its employees and thousands of volunteers throughout the country, promotes a variety of activities and hundreds of projects a year, emphasizing family well-being and support for vulnerable populations, equality in education and the advancement of women's status. Hundreds of thousands of citizens in the State of Israel, the majority of whom are among vulnerable populations in society, are supported on a daily basis by the movement's services.
The SysAid system implementation project was launched with the aim of streamlining and improving the management of the intra-organizational operational services of WIZO's headquarters divisions, which support the extensive and critical activities of the company in Israel that are led by the organization's various field divisions. The project on behalf of WIZO was led by WIZO's Information Systems Division Manager Dana Sivani Sidas and Amit Naaman – Operations Manager in the Information Systems Division. On behalf of CONSIST, the project was led by Ortal Edri, Senior Project Manager on the SysAid team, and Moshe Atia, VP of the Products Division.
Project goals
- Improving the service provided by headquarters departments to field departments, with the aim of allowing field departments to focus on the critical service they provide to various layers of society.
- Implementing advanced ITIL-based service and operations processes in an organization that has not implemented a change in its work processes in decades.
- Implementing a technological platform that supports the creation of a uniform language for a variety of organizational operational services, user-friendly and quick to implement.
- Encouraging self-service among system users.
- Creating an advanced dialogue that supports decision-making at the organization's management level by implementing service processes based on measurable goals and SLA.
- Creating an organizational decision-making process that is based on data and transparency, and that supports advanced organizational analysis.
Solution description
The SysAid system is a leading system – in Israel and worldwide – for managing service in an organization, managing the SERVICE DESK, as well as managing tasks and dynamic processes in other organizational departments. The system helps organizations deal with the challenges of the IT management department and other support and service departments through a huge variety of tools for managing service centers, hardware and software, processes, inventories and projects. SysAid enables organizations to upgrade the management of support centers and bring them to a new level, shorten service times and improve the satisfaction of the organization's end users and customers.
In the WizoIT project (the name given to the Wizo system), this is reflected in the upgrade of the service and support provided by the organization's computing center to hundreds of system users in the organization's institutions throughout the country – daycare centers, women's empowerment centers, operations and administration centers, and more. First stage of the project: Diagnosing organizational needs
The Information Systems Department at Wizo launched a service survey for hundreds of the organization's users. The goal was to comprehensively analyze the needs and problems in the current situation. Examples of questions:
- Do I have all the technological equipment required to perform my work?
- Do I have access to all the folders and files I need?
- Is the software I am using user-friendly?
- Are the troubleshooting times reasonable?
The analysis of the responses allowed for an accurate characterization of the needs of the various users in a cross-section and by type of role.
Step Two: Characterization and Implementation
A system service portal has been established, allowing users to easily open service calls, view their call history, and perform additional actions.
Click-to-open service call screens have been defined. These friendly screens allow users to open calls and report faults without waiting for a telephone response from a support and service representative at the call center.
Step Three: Implementing and Managing the Change
Publications were distributed to employees and organizational users through a variety of means prior to and during the launch, in order to reflect to employees that the organization is attentive to their needs and that the solution that will be launched will meet their requirements and expectations.
Training products were also distributed that allowed for easy and quick implementation of the system (a padded surface for a computer mouse – on the right, and posters that were hung throughout the organization).
The result and benefits
Immediate range:
- Significant improvement in operations and service in the Information Systems Department, which also led to a substantial improvement in the user experience.
- The system led to the adoption of Self Service, thereby reducing the waiting time for users to receive a telephone response from the service center.
- Service calls are opened online through the system and not via phone calls.
- Significant improvement in the management of the organization's computing assets, streamlining procurement processes and reducing expenses.
- Improving the SLA of the Information Systems Department in less than half a year
- The launch of digital transformation in the conservatively run world of social content.
Medium and long term:
- Significant organizational decisions are now made based on accurate data-based analysis, not on feelings or "corridor statements."
- Improving organizational operational processes, across a wide range of organizational needs, with an emphasis on strengthening and improving the relationship between headquarters and field departments.
- Launching the service revolution at Wizo: Leading a change in the concept of internal organizational operations and service, which will inevitably lead to the adoption of advanced service concepts in external services as well.
And what do users say?
In this short video, Dana Sivani-Sides, WIZO Global CEO, the organization's IT team and a user of the system, reviews the SysAid implementation process and the benefits the organization derives from using it.