Overview

The client partners with state and local officials (Government Records Management, Justice, Finance & Tax, Unclaimed Property, etc.) to boost revenue, optimize operations, and deepen community trust. ​

Challenge

The client had platforms running on legacy technologies supported by their existing team, making it difficult to retain talent and focus on new product development. They wanted help developing new products and supporting their legacy, revenue-generating products. However, there were significant challenges with handing over the product maintenance and support ownership to a partner, including lack of a documented knowledge base, lack of insight into the SLA commitments to existing customers and the capacity level required to support, and lack of ownership due to multiple vendors and internal teams supporting different platforms and tools. Further, there were multiple handoffs across functions and immature ITSM solutions and processes.​

Solution

Due to Ness’s extensive experience in Sustenance Engineering, the client approached Ness for a long-term partnership. Ness started with a two-month Knowledge Institutionalization exercise to build out a knowledge base (functional and technical) for all the applications. We then identified the application gaps, conducted an incident analysis to identify common patterns and issues, and measured the MTTR (the time to respond and fix). Ness also benchmarked this against industry KPIs, reviewed the existing ITSM tools and processes, and recommended a target-state blueprint to modernize operations. We captured the time coverage (24×7, 16×5, etc.) and the local state-specific requirements, which allowed us to define the target-state sustenance operating model, including SLAs.​

Central to the new operating model was Ness’s Intelligent Engineering Sustenance Centre (IESC), which supports service delivery at scale with a culture of ownership and accountability. The IESC also brings efficiency through automation of processes, usage of ITSM tools, and AIOps. ​