#servicedelivery

Public systems are meant to simplify access to services, yet many citizens still struggle with paperwork, delays, and fragmented processes. This article explores how governance systems can become more citizen-centric, accessible, and efficient.

In today’s fast paced connectivity landscape, telecom providers need to deliver new services without delays or disruptions. The old way of configuring networks manually is no longer effective in a world of virtualized systems cloud environments and multicloud infrastructure.

Automation brings all of this together. It orchestrates service delivery across different technology domains, simplifies lifecycle management and reduces the risk of human error. Instead of a technician manually configuring each step, automation handles routine tasks with precision and speed. That means faster service delivery, consistent quality of experience and fewer issues to resolve after deployment.

This article shows how automation is not just about replacing manual work but about building confidence into the operational backbone of modern telecom networks. Teams can innovate faster, respond to customer needs more effectively and reduce operational overhead.

In the ever-evolving landscape of IT service management, organizations are recognizing the critical role of proactive problem management in maintaining a robust and efficient IT infrastructure. In this blog post, we delve into the significance of proactive problem management, shedding light on how it contributes to preventing issues, reducing downtime, and ultimately enhancing overall IT service delivery.

Understanding Proactive Problem Management:

Proactive Problem Management Defined Proactive problem management is a strategic and preemptive approach aimed at identifying and resolving potential IT issues before they escalate into critical problems. Unlike reactive measures, which address issues after they occur, proactive problem management involves continuous analysis, prediction, and preventive actions.

The Importance of Proactive Problem Management:

Preventing Issues Before They Occur:

Proactive problem management enables IT teams to identify potential issues in their early stages, allowing for preventive measures to be implemented before they can impact operations.

Reducing Downtime and Service Disruptions:

By addressing problems proactively, organizations can significantly reduce the occurrence of downtime. This not only minimizes disruptions to business operations but also enhances overall productivity.

Enhancing IT Service Delivery:

A proactive approach to problem management contributes to the overall improvement of IT service delivery. Timely identification and resolution of issues lead to a smoother and more reliable service experience for end-users.

Optimizing Resource Utilization:

Proactive problem management helps organizations optimize the utilization of IT resources. By addressing issues before they escalate, teams can allocate resources more efficiently, ensuring that critical tasks receive the attention they require.

Boosting User Satisfaction:

When IT systems operate smoothly without frequent disruptions, end-users experience higher satisfaction levels. Proactive problem management directly contributes to a positive user experience by minimizing the impact of potential issues.

Strategies for Effective Proactive Problem Management:

Addressing Challenges with Freshservice:

Early Detection Through Robust Monitoring:

Freshservice's Monitoring Capabilities: The platform offers comprehensive monitoring tools that provide real-time insights into IT system performance. By continuously tracking key metrics, potential issues are identified at an early stage.

Root Cause Analysis Made Efficient:

Integrated Root Cause Analysis in Freshservice: Conducting root cause analyses is streamlined with Freshservice's integrated tools. The platform assists IT teams in dissecting past incidents, understanding underlying causes, and applying this knowledge to proactively address potential problems.

Automation and Predictive Insights:

Leveraging Automation in Freshservice: Freshservice incorporates advanced automation features that go beyond routine tasks. Automation can be utilized for predictive insights, allowing the platform to anticipate issues based on historical data and patterns.

Collaboration and Knowledge Sharing:

Freshservice's Collaborative Environment: Foster collaboration within IT teams through Freshservice's collaborative tools. The platform promotes knowledge sharing, enabling teams to collectively identify and resolve potential problems based on shared insights.

Benefits of Using Freshservice for Proactive Problem Management:

Streamlined Workflows for Quick Intervention:

Efficient Ticketing System: Freshservice's ticketing system ensures that potential problems are swiftly converted into actionable tickets, streamlining workflows for quick intervention and resolution.

Centralized Information Repository:

Knowledge Base in Freshservice: The platform's knowledge base serves as a centralized repository, facilitating the sharing of insights and best practices. This knowledge-sharing culture contributes to proactive problem management.

Enhanced User Satisfaction:

Improved User Experience: With reduced downtime and proactive issue resolution, Freshservice enhances the overall user experience. Users benefit from a more reliable and efficient IT service delivery, leading to increased satisfaction.

Optimized Resource Allocation:

Smart Resource Allocation Features: Freshservice's features for smart resource allocation ensure that IT teams optimize their resources effectively, focusing on critical tasks and potential problem areas.

43% of organizations surveyed look toward innovation to reduce the cost of delivery, and 57% of organizations surveyed look to increase process quality through innovation. Emerging as a major driver of innovation around back-office processing, Robotic Process Automation or RPA is well-positioned as an enabler of innovation. Where humans earlier provided service delivery, now they manage and service exceptions. (Deloitte)

Here is where CogentHub comes in. We bridge the gap between RPA and Human involvement through an extraordinary innovation called Agent Assisted Automation Technology. Assisted Automation is where the RPA software automates other applications running on the employee’s desktop. Our agents can trigger a series of automated steps across multiple applications using robots on their desktops, usually accessed through a sidebar provided as part of the software. This approach drastically reduces average handling times, resulting in up to 50% savings and improved customer experience (CX). It also meant that long, complex processes are replaced with single mouse clicks, significantly reducing the time it takes to train an agent. (Sykes)

My Smart City App logs and tracks service issues for Cities of Cape Town, Tshwane, Johannesburg and Ekurhuleni

 My Smart City is a platform that empowers you, the citizen, with tools to navigate, learn about and improve your city Whether you are logging issues that need attention or simply want to gain access to resources and information, My Smart City is where you can do it all.

 Log issues and faults such as potholes, burst water pipes, street and traffic lights that are out, vandalism and more - or simply find information and resources such as schedules, contact details, locations, news and more.

 No more frustratingly long phone calls with customer service agents, just log it on My Smart City and encourage others to "upvote" the issue's resolution. It can then be escalated, monitored, tracked and traced as the service provider resolves the issues that are important to you.

 Access the My Smart City real-time map to view, log, upvote, track and manage requests, issues, faults and petitions that have been logged nearest to you.

 See https://mysmart.city/home/citizens

 #technology #southafrica #municipalservices #servicedelivery

Trends revolutionizing delivery service in 2020

The food delivery industry continues to grow at a breakneck pace, and it does not seem that the growth will stop anytime soon. According to the NPD group, digital orders have increased 23% a year since 2013 and are expected to triple by 2020.

With the advanced technologies, 2020 plans to be a surprising year for the home delivery sector. Specifically, online delivery applications are meeting the needs of consumers who have developed new consumption habits such as home delivery salad or breakfast at the computer or lunch break taken on the go.

Hold on to this article to check out these key trends for the year 2020

Virtual restaurants or Ghost restaurants

Ghost Restaurant is a growing trend in the restaurant industry. With consumers' growing demand for delivery, traditional restaurants are increasingly choosing to move away from physical establishments and focus more on home delivery.

These virtual restaurants do not have a storefront, but only cook the orders placed online and deliver them using delivery services. With rental prices soaring, restaurants have no choice but to look for ways to reduce operating costs and keep labor costs under control. The number of ghost restaurants is set to grow further in 2020.

Advanced Technology

The delivery of meals taking a considerable scale, the restaurateurs can sometimes find themselves a little overwhelmed. Fortunately, companies like Deliverect are emerging to make life easier for these entrepreneurs and thanks to the cutting-edge technologies for making it easier.

Delivered allows you to integrate several online meal delivery service platforms directly into your checkout system. And you no longer need to use multiple iPads and receive all orders directly in your checkout. Managers who used to manually encode all delivery orders at the end of the day are significantly saving time.

Ordering Via Virtual Assistant

The ordering process has become highly automated, especially with kiosks, applications and online ordering sites such as Deliveroo, UberEats or Takeaway.

It is becoming easier and easier for consumers to place and receive their orders without really interacting with a human person. With the virtual assistants, also known as chatbots customers can now place their orders directly. For example, Domino's Pizza has created a virtual assistant on Facebook Messenger called Dom via which customers can directly order with emojis. Same thing with Alexa, Amazon's virtual assistant, integrated into Grubhub or Just Eat, this functionality allows customers to order one of their last three orders orally. As we all know Artificial Intelligence, automation and robotics play an important role in the food industry. It is expected that in 2020 small businesses will also try to compete with large enterprises by using this technology to their advantage.

Robots at your doorstep

Bikes and scooters will be increasingly replaced by all kinds of more modern options, such as robots or drones. Uber Eats even plans to launch a drone delivery service by 2021.

With the evolution of Artificial Intelligence, delivery cars and self-propelled robots have emerged in the market to make the customer’s life easier and simpler. Eat24, in collaboration with technology start-up Marble and Yelp, has created autonomous distribution robots. These robots use high-resolution 3D cameras, Lidar sensors and city maps to determine the most precise route and avoid collisions with pedestrians, pets, bicycles and other machines.

Conclusion

With constant advancement, there are numerous new features and functionalities to anticipate this year. With new features, there are chances that the revenue might cross the anticipated data and leap ahead. Let’s see how things unfurl in the coming future for the delivery sector.