The Requirement
In a context spread across multiple locations, the authority needed a single system for managing support tickets, technological assets and service levels (SLAs).
The main challenge was to ensure an integrated view of the entire IT infrastructure, reducing response times and optimising support processes.
The Solution
To meet these requirements, N&C installed T-Quadro, its proprietary IT Service Management platform, which enables centralised management of processes, tickets, assets and users.
Through a scalable, modular architecture, T-Quadro was integrated into the authority’s information system, enabling the following:
- Automatic ticket opening and management in real time (also via email)
- Comprehensive monitoring of hardware and software assets
- Definition and timely monitoring of service levels (SLA)
- Access to analytical dashboards and operational KPIs for supervisors and IT teams
- Dedicated self-service portal for internal users, with rapid intervention and complete traceability of operations.
The Result
The adoption of T-Quadro has made it possible for the health authority to consolidate IT management into a single control point, improving transparency, efficiency and traceability.
The numbers for the transformation:
37,664 tickets handled in total
90% of annual tickets handled within 1 hour and resolved within 4 hours
6,222 users served
70 operators dedicated to management and resolution
10,434 IT assets monitored (smartphones, monitors, SIM cards, software, etc.)
14,300 movements (loading, allocation, recovery, disposal)
Impact
Through the digitalisation of IT processes, the health authority has:
- Reduced average intake and resolution times
- Improved perceived quality of service
- Enhanced IT governance and monitoring of SLAs
- Optimised utilisation and traceability of technology assets
Case studies
Real solutions, measurable results. Each project tells the story of who we are.
Our case studies document the tangible impact of our solutions.
Over the years, we have carried out hundreds of projects nationwide, supporting companies, public bodies and complex organisations in their digital evolution.
They’ve already chosen us
