LiveTime Customer Service and Support in the Government and Public Sector

Government Solutions
These days, citizens expect quality service, driven in large part by their experiences in the commercial sector. As government budgets are reduced or re-prioritized, public sector organizations must improve both internal and external customer service and satisfaction and maximize their operational efficiency. But government budgets, whether for localities, states, provinces or central governments, have never been under greater scrutiny - making large investments more challenging to justify. What these organizations need are the tools to deliver effective service to the public while managing or reducing overall costs. LiveTime delivers public sector solutions that leverage the latest technologies to improve service delivery. Reducing costs through increased staff productivity and reduced call volume can enhance public perception of your organization by enabling faster and more accurate responses to people's inquiries or requests for services. Open Standards A service and support desk built on open web standards allows any department to make optimal use of its current IT infrastructure to achieve an almost immediate return on investment. The ability to deploy across any platform, and service any department extends the functionality of infrastructure to provide an efficient support service. Operating system, application server, database and web-browser neutral. LiveTime fits seamlessly within any infrastructure. It is a highly scalable application that can grow in-line with departmental and organizational needs. The centralized administration with full web access ensures the system can be accessed from the LAN, WAN or any remote location. The integrated customer support web portal is easy to use, providing users with real-time updates regarding their support issues. Best Practice Designed for ITIL best practice, LiveTime allows customers from disparate business units to articulate their expectations of the IT service desk. It also ensures that incidents are managed according to level of criticality relative to the service affected. The Configuration Management Database (CMDB) provides the ability to build a complete and centralized Service Catalog. This, combined with embedded reporting allows individual departments to measure accountability of IT infrastructure spend, and monitor usage patterns of support desk services. The support service provided is also rated against the expectations set by service level agreements. Integration Out-of-the-box authentication functionality allows LiveTime to synchronize with all LDAP and Active Directory Servers. Integration with market leading asset management tools including LANDesk, Novell ZENworks, Microsoft SMS and Centennial Discovery ensures support desk staff have the most up-to-date and relevant information regarding the configuration item of any incident logged with the system. LiveTime's complete service management suite allows public sector organizations to capitalize on the benefits of open standards technology to provide a streamlined service desk. The suite includes Incident Management, Configuration Management, Service Level Management, Knowledge Base, Forums, integrated reporting and Customer Service portal. Public sector executives who manage assets more effectively and deploy resources where they will have the greatest impact will continue to contribute significantly to the achievement of their government, municipality or agency's mission, despite resource constraints.	Featured Government Customers Booz Allen Hamilton www.bah.com Oregon Secretary of State www.sos.state.or.us Texas Association of Counties www.county.org Ministerie van de Vlaamse, Belgium www.milieuinfo.be State of New Mexico www.cyfd.org Tertiary Education Commission www.tec.govt.nz GSA Advantage! LiveTime is now available on the GSA Advantage program. Read the press release for more details.

Government Solutions

These days, citizens expect quality service, driven in large part by their experiences in the commercial sector.

As government budgets are reduced or re-prioritized, public sector organizations must improve both internal and external customer service and satisfaction and maximize their operational efficiency. But government budgets, whether for localities, states, provinces or central governments, have never been under greater scrutiny - making large investments more challenging to justify. What these organizations need are the tools to deliver effective service to the public while managing or reducing overall costs.

LiveTime delivers public sector solutions that leverage the latest technologies to improve service delivery. Reducing costs through increased staff productivity and reduced call volume can enhance public perception of your organization by enabling faster and more accurate responses to people's inquiries or requests for services.

Open Standards

A service and support desk built on open web standards allows any department to make optimal use of its current IT infrastructure to achieve an almost immediate return on investment. The ability to deploy across any platform, and service any department extends the functionality of infrastructure to provide an efficient support service.

Operating system, application server, database and web-browser neutral. LiveTime fits seamlessly within any infrastructure. It is a highly scalable application that can grow in-line with departmental and organizational needs. The centralized administration with full web access ensures the system can be accessed from the LAN, WAN or any remote location. The integrated customer support web portal is easy to use, providing users with real-time updates regarding their support issues.

Best Practice

Designed for ITIL best practice, LiveTime allows customers from disparate business units to articulate their expectations of the IT service desk. It also ensures that incidents are managed according to level of criticality relative to the service affected.

The Configuration Management Database (CMDB) provides the ability to build a complete and centralized Service Catalog. This, combined with embedded reporting allows individual departments to measure accountability of IT infrastructure spend, and monitor usage patterns of support desk services. The support service provided is also rated against the expectations set by service level agreements.

Integration

Out-of-the-box authentication functionality allows LiveTime to synchronize with all LDAP and Active Directory Servers. Integration with market leading asset management tools including LANDesk, Novell ZENworks, Microsoft SMS and Centennial Discovery ensures support desk staff have the most up-to-date and relevant information regarding the configuration item of any incident logged with the system.

LiveTime's complete service management suite allows public sector organizations to capitalize on the benefits of open standards technology to provide a streamlined service desk. The suite includes Incident Management, Configuration Management, Service Level Management, Knowledge Base, Forums, integrated reporting and Customer Service portal.

Public sector executives who manage assets more effectively and deploy resources where they will have the greatest impact will continue to contribute significantly to the achievement of their government, municipality or agency's mission, despite resource constraints.

Service Management, Help Desk, Customer service and support software for government

Featured Government Customers

Booz Allen Hamilton
www.bah.com

Oregon Secretary of State
www.sos.state.or.us

Texas Association of Counties
www.county.org

Ministerie van de Vlaamse, Belgium
www.milieuinfo.be

State of New Mexico
www.cyfd.org

Tertiary Education Commission
www.tec.govt.nz

GSA Advantage!

LiveTime is now available on the GSA Advantage program. Read the press release for more details.

Web 2.0 ITIL Service Management, Help Desk and Support Software

Government Solutions

Featured Government Customers

GSA Advantage!

Help Desk Software, Web 2.0 Helpdesk, ITIL, Java and J2EE Customer Service and Support Software