CUSTOMER SUCCESS: BMC Software Helps New York City Deliver Promise of Citizen-Centric Services
In New York City, a comprehensive effort is underway to consolidate IT infrastructure and services, aimed at enhancing service delivery to City agencies, residents, visitors and businesses.
Delivering upon this vision is the responsibility of New York City’s Department of Information Technology and Telecommunications (DoITT), which is working to provide more coordinated, effective and efficient citywide IT systems.
With help from BMC Software (NYSE:BMC), DoITT moved rapidly during the past year to centralized IT management for over 40 agencies, resulting in higher quality, more accessible public services for City citizens.
The department’s fast and highly successful implementation of BMC Remedy IT Service Management has produced dramatic improvements in interagency communication and streamlined City services with considerable cost avoidance. Today, DoITT handles 92 percent more requests, but resolves them 23 percent faster than before it implemented BMC Remedy. DoITT now administers the IT management of numerous New York City agencies, enabling the City to take a critical step in achieving a more consolidated infrastructure.
A cornerstone in BMC’s Business Service Management (BSM) platform, BMC Remedy helps New York’s DoITT track helpdesk tickets, approve changes and detect IT issues more accurately and efficiently. This is the cornerstone of the IT services that deliver on Mayor Michael Bloomberg’s vision of high-quality government services encompassing economic development, public safety, social services, education, community services, citywide administration and legal affairs.
“DoITT’s commitment to technology innovation is a means of transforming City service delivery and helping organizations become more efficient,” said DoITT Commissioner Paul J. Cosgrave. “With the help of BMC Software and our experienced IT professionals, we’ve substantially improved upon the ways in which we provide IT for other city agencies, helping them all fulfill the promise of a connected, service-oriented government.”
DoITT’s adoption of Business Service Management (BSM) principles has proven a critical factor in enabling DoITT to align IT activities with the goals of PlanIT, New York City’s first-ever comprehensive technology strategy for coordinated, effective and efficient citywide IT implementation. The impact already achieved through these innovative approaches shows the ability of DoITT to continue to improve the government's efficiency through technology.
For more information, please see the City of New York’s press release entitled Department of Information Technology and Telecommunications and BMC Software Announce Significant Improvements in Customer Service Delivery.
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