Driving innovative service improvement

CGI partnered with the central IT department of the Munich University of Applied Sciences in analyzing the maturity level of its service organization and bridging the gap between IT and the university’s other departments. Together with all stakeholders, new ideas and concrete recommendations for service optimization were developed to generate real added value for service users.

Achieving the goal of satisfied users

Within the Munich University of Applied Sciences, central IT provides a variety of services for different areas, such as the university’s administration, libraries, faculties and other departments. Users judged service quality very differently, and internal improvement measures—for example, redefining service processes and agile work for selected projects—did not achieve the desired effect. As a result, an external service provider was sought.

On one hand, central IT wanted an independent assessment of its own degree of maturity and, on the other hand, entirely new ideas and approaches that would be accepted both internally and externally. Due to the need for both analysis and a user-oriented methodology, CGI was chosen based on its Innovative Service Improvement (ISI) offering—an holistic optimization approach that enables consistent customer focus.

Meeting user expectations through collaboration

CGI Innovative Service Improvement (ISI) enables IT and business to optimize collaboration and sustainably improve their satisfaction. As an holistic approach, it makes it possible to analyze both process and organizational issues within IT, as well as to visualize cultural challenges within the overall organization.

It builds a bridge between user expectations and agreed upon service provision. In mixed teams, solutions are developed that increase service quality, including perceived service quality. Thanks to joint collaboration, the solutions enjoy a high level of acceptance on all sides.

In CGI’s joint project with the university, expectations were fully met and sometimes even exceeded. Some of the key benefits delivered included:

  • Evaluation of services based on recognized best practice standards
  • Formulation of recommendations for action to achieve a higher degree of maturity
  • Measurability of further developments and progress
  • Clear picture of user needs and expectations
  • Visibility of cultural issues and the quality of IT services
  • Prototypes with concrete measures for next steps