It is already a year since in March 2020, in the space of less than a week, my teams sprang into action and I am sincerely grateful to them. It seems that you are also grateful to them. In January 2021, we launched the “IT&S annual survey” and the results are there. You are increasingly satisfied by the service we deliver, wherever you are and whatever your trade or the theme. 93% of you have a positive opinion of the service we deliver, which is 4% better than in 2019, and the overall score of 7.8 out of 10 is +0.6 in relation to 2019.
Support has reduced the number of pending requests by 50%
Maria Ungureanu (Service Delivery Manager at the Service Center at Pitesti, Romania) and her teams have the daily task of finding a solution for your incidents and requests, with the help of the entire teams of course. The current backlog is far below the 400 request mark (a 75% reduction as compared to the start of 2019 and 50% in relation to 2020). A few weeks ago, we let our partner SCC go and decided to deal with all tickets internally to increase efficiency and also for cost-cutting organization. For this reason, you will have noticed that a new telephone number to call the Service Center has appeared on your wallpaper. From now on, in addition to EasyVista which remains the preferred tool for your incidents and requests, you can dial +33(0)477290000.
Very positive results and areas for improvement
Like each year, the survey organized by Andréea RUSCEA was sent to all the employees with computer equipment. Themes linked to equipment, software, services, project and user support are addressed. We would also like to thank the review committee.
The first element is that satisfaction is increasing in all areas! Overall progress is excellent even if there are still areas for improvement within the fields.
In the software section, Teams and Office 365 are extremely popular. It is true that this last year was very favorable to its development and in putting it within reach of all throughout the group. ARAS is also growing rapidly. New functions appeared and the PLM solution has become a real foundation for our business. New software has been introduced: Praxedo, DSCP, Apps H3 and APS, with assessments slightly less than the general average, but acceptable for new services.
In terms of equipment, the quality of the Internet network, the WiFi and obviously the meeting rooms at H3 are popular. This model is being rolled out over all the sites with the aim of achieving uniform quality within the group.
All the elements of the project section are improving, especially the risk control part (for which we have set up a simple methodology to limit them). The point remaining to improve is the test part, particularly meeting deadlines, with costs and functions being almost always adhered to.
Support is also one of the keys to overall satisfaction, due to the drastic drop in backlog and also the quality of service which our local employees (Europe or the Americas) deliver on a daily basis.
And after?
2019 and 2020 enabled efficient methodologies to be established over all the IT fields and achieved convincing results which are reflected in the results of this survey. However, there are still some areas for improvement, and some major issues in particular. For this reason we have prepared a new IT&S strategic plan for 2021-2023 which will address these issues: data management, IT security, the digital empowerment of our employees and, as always, the smooth running of your projects. This plan, presented to the COMEX, will be shared during April with all the employees and will be followed in the next edition of this magazine!
Thank you again for giving us the opportunity to get your feedback each year, enabling us improve our performance, and by extension YOUR performance. TOGETHER, we work better!
Thomas CHEJFEC
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