The City of Cape Coral needed to extend and enhance its Enterprise Service Management solution. PSR Associates (PSR) provided architectural expertise and technical resources to facilitate an upgrade of existing systems as well as the implementation of new tools. PSR successfully re-architected Cape Coral’s in-house developed Incident and Change Management processes into a customized, ITIL-aware Enterprise Service Management solution that leveraged both their existing and new software investments.
The City of Cape Coral provides a comprehensive range of municipal services including general government, public safety (police and fire), public works, community development, economic development, utilities, transportation, and parks and recreation to a population of nearly 180,000 distributed across 120 square miles
Since its incorporation in August of 1970, Cape Coral’s population has continued to grow rapidly. Already the 3rd largest city geographically in the state of Florida, it is also the 11th largest city in population. Cape Coral needed to find a way to continue to meet its operational obligations without investing in additional resources.
To ensure that its IT organization runs at optimum efficiency, City of Cape Coral (working with PSR) adopted an integrated and automated approach to Enterprise Service Management. This approach reduces the required resources needed for key IT processes, such as Dynamic & Virtual Systems Management, Network Management, IT Client Management, Change & Configuration Management and Incident & Problem Management.
The City of Cape Coral’s Information Management Team, with the assistance of PSR’s Services Organization, has been able to realize a lower staffing ratio and reduced capital expenditure while enhancing service and minimizing risk. As a result, more resources can be directed at the primary goal: helping support the municipal services and people of Cape Coral.
Deliver a better service with less resource
Thanks to the success of this service approach in its IT operation, The City of Cape Coral is now looking at standardizing all request and incident reporting via the CA solution from human resources to customer services. PSR’s service management approach provides The City of Cape Coral with a great insight into any issues and problems, which helps to improve customer service quality. This is just one example of how PSR’s EITM approach is helping The City of Cape Coral improve its service delivery. Since partnering with PSR, the organization has also been able to:
- Reduce capital expenditure
- Improve network availability
- Improved report on incidents and changes
- Improve and implement ITIL process within Service Desk
- Improve overall service
- Achieve a lower staffing ratio