The IT Service Desk was implemented by the company Synergy Consulting providing information security and IT service management services. According to Tyrūnas Jokubauskas, the company manager, it was a huge challenge to implement such a solution with one of the largest companies in Lithuania running a dense network of access points all over the country. The new system was launched in September of the current year, and in the years to come, additional functions will be implemented.
"We run more than 700 post offices and 185 PayPost outlets situated throughout the country, and the company has more than 6000 employees. Every month more than 800 thousand customers use the services of Lithuania Post; therefore, it is crucial to ensure smooth operations. Properly working IT systems is one of key elements ensuring proper operations of Lithuania Post," Head of IT Department of Lithuania Post said.
According to Mr Jastiuginas, the volumes of services provided by Lithuania Post have considerably increased. At present, the company offers not only conventional postal services, but it also provides financial and electronic services; thus it has been decided to implement an up-to-date IT Service Desk. This IT Service Desk system intended for the employees of Lithuania Post is based on ITIL (Information technology Infrastructure Library) methodology. This is a widely used business management practice enabling to optimize work processes and ensure quality of service.
According to Mr Jokubauskas, manager of Synergy Consulting, the majority of business processes depend upon advanced and reliable information technologies. Consequently, Lithuania Post pays great attention to adoption of the best practices worldwide. "In case of Lithuania Post, we implemented an advanced solution tailored to postal activities that will enable to have a more effective management tool and a possibility to solve IT problems faster. This will enable to service customers faster and improve the quality of service. On the grounds of information received, Lithuania Post's IT departments and other units will take proper decisions and will identify easier ways to improve quality of service," Mr Jokubauskas said.
With the new system implemented, the staff of Lithuania Post will receive a centralized IT help. The staff will register IT problems of the platform of one-stop government, and problems will be solved following strictly standardized procedures. Problem solving process will be arranged taking into account a possible negative impact on the company's activities, a region, specialists' competence, and a desirable problem solving time. The employees will be able to track problem solving processes and will receive immediate information on their solution.
The head of IT department of Lithuania Post Mr Jastiuginas says that the system implemented will be used not only for problem solving, but also for change planning, time spent accounting, management of specialists, and assignment of daily tasks. The information stored in the system will enable to improve IT maintenance and improvements, to plan demand for IT specialists and their competence. The activities of the IT department arranged with the help of the new system will ensure on-time and effective update and improvement of all systems, and will ensure smooth and continuous provision of services to the company's customers.
