As part of the electronic No-Objection-Certificate Program (e-NOC) for utilities & infrastructure services across whole of Government, GPC-GIS provided comprehensive operational services to the program as part of the program operational support and day-to-day service management activities. This served the process of rollout and maturation of services to a full operation where several dozen thousands of projects are served and several hundreds of individual NOCs are processed on annual basis. This empowered digital transformation of the corresponding shared government services and better provision of government services to the complete satisfaction of the various stakeholders i.e. consultants, contractors, developers, and government/ semi-government employees.
The helpdesk service provided the means not only to serve the end users as part of the daily operations but also to support the development and rollout of enhanced services as part of a continuous improvement strategy of the underlying integrated government services.
Key features of the e-NOC program helpdesk support services
- Evolved from a three-tier to a four-tier helpdesk support service: With GPC setting up the procedures, training the concerned resources (including 3rd party tier one support) and providing tiers two and three in the foundation years of the program and then evolving over the years of service maturation to tier four support only as required by the client
- Supported program service level agreements (SLAs): The helpdesk support service was not only responsible for realizing SLAs from ITIL perspective as a quality of helpdesk service but also supported the business related SLAs realization at the transaction level part of customers services satisfaction targets. The salient characteristic of this support was its alignment with a comprehensive and integrated customer services framework across whole of government including the municipalities and 23+ key stakeholder entities.
- Applying rigorous change management & problem management procedures: The helpdesk support service developed and applied comprehensive and rigorous standard operating procedures for change management and problem management that were integrated across all tiers to provide an agile and effective time-to-deployment of releases and enhancements of corresponding services on the common e-NOC platform.
- Supported analytics, operational and executive reports & dashboards preparations: As part of the routine operations, the multi-tier helpdesk support managed to provide support services related to activities and services performance based on on-demand and routine reports and dashboards produced to assess overall program performance and compliance by the respective stakeholders versus the provisioned underlying government services.
Key Operational Statistics