ICT improvements push TRC ahead for the community
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A number of innovative improvements undertaken in recent times has pushed Toowoomba Regional Council’s (TRC) Information, Communications and Technology ahead and gained efficiencies for the community.
TRC Finance and Business Strategy Lead Cr Edwina Farquhar said TRC’s ICT branch had been working hard to enhance the efficiency and effectiveness of the ICT Service Desk.
“The ICT team has introduced a Service Analytics PowerBI dashboard which has allowed the team to gain better insights into service trends and promptly identify areas for improvement.
“Since June, the team has achieved a potential 700-interaction reduction through the use of self-resolution scripts through the service desk per month.
“What this means for the community is that the team are operating more efficiently, and ICT issues are resolved more quickly resulted in increased productivity across the Council organisation which is a positive outcome,” Cr Farquhar said.
For the month of October, the ICT team achieved a positive outcome of 200 more tickets resolved than logged, indicating a substantial reduction in the team’s ticket backlog.
“Essentially what this means is that the ICT team are enabling Council staff to be more productive and efficient,” Cr Farquhar said.
The outcomes were presented to Council at yesterday’s Ordinary Meeting.