The Education Department of the Haifa Municipality reports an increase in teachers’ satisfaction and shortening service times in educational institutions in Haifa thanks to the implementation of SysAid technology to manage service calls.
Prior to implementing SysAid, the Haifa Municipality’s IT department worked on the old model of dealing with a call center that collected and handled the requests. The computer coordinator at the school had to call a logistics center during her break, and not always the dispatcher was available. As a result, the opening of the tickets was problematic and lengthy. Tickets reported by fax or e-mail were only partially addressed without any clear communication to the user who opened the ticket; no follow-up until the ticket was closed.
The Haifa Municipality’s IT department examined five different technologies for managing their service calls. SysAid was chosen as the winner because “it’s innovative, user-friendly, simple to maintain, understandable to the end-users, and also financially attractive,” said Reuven Korman, Director of the Education Department of the Haifa Municipality.
“We in Haifa work a little differently from other municipalities,” Korman explained. “The IT department is an internal body of the Haifa Municipality, focused solely on education, and we do everything from A to Z, from selecting appropriate technologies for education, purchasing equipment, multi-media installations, infrastructure and communications, IT development and integration, customer service, training and continuing education. We provide thousands of computers that are used for learning support systems, remote studies with online lessons and presentations, so we must respond quickly. You have to understand that today, in the field of education, a defunct computer means a canceled class.”
The Haifa Education Department is spread out over 70 schools, 10 affiliated educational institutions, and 280 kindergartens in the city, maintaining more than 7,000 computers in education, data communication infrastructure, and multimedia infrastructure in all schools, and allowing extensive pedagogic use of e-learning support systems. Korman states that “Consist1 introduced us to the technology of SysAid, which enables us to manage service calls in a multiplicity of institutions, under one roof, in an efficient, controlled and cost-effective manner suitable to all educational institutions.”
SysAid was launched at the Haifa Municipality in January 2017 and in less than two months it was open to hundreds of users. After only four months, a satisfaction survey was conducted among the teachers, which revealed a significant increase in the level of satisfaction, with 43.5% of the respondents saying they were very satisfied with the system (see graph).
The IT department is currently working to expand the system to other areas of the municipality, such as building maintenance and repairs, as well as electricity and security departments.
