client
IACAD
solutions
Managed Services
Enhancing Performance and Service Coordination
Islamic Affairs & Charitable Activities Department
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Explore MoreChallenge
Several Charities have a dedicated portal which had a lower adaptation rate due to the vast differences in the size and technical capabilities of the diverse charities. In order to promote transparency and full visibility, IACAD wanted capabilities which could facilitate charities with different maturity levels and offer them varied interface abilities (from direct integration with their ERPs to external portal access and mass upload options). Similarly, there was a need to promote better communication between IACAD and the charities spread around UAE. IACAD wanted a partner who could enable them in their agile execution journey, understand IACAD technological landscape, regulatory challenges and support in their objective to be more agile and responsive to its customers (which includes both organizations and residents of UAE).
SOLUTIONS
The primary objective was to increase the performance thereby facilitating the coordination, synchronization and improvement between the charities and different internal and external interfaces residing in silos in various ways and help accelerate enhancement of the IACAD's customer service experience. To address these Microvision ensured the following:
Designed and offered an SLA based managed services model as part of the L3 support and enhancements to address the ongoing challenges faced.
Provisioned a Helpdesk facility to log all support calls and provided support resources to solve issues with skillsets on iOS, Android, .NET/MVC, SharePoint frameworks.
Set up a service management office aligned with key performance indicators and metrics for measuring the success of the initiative and built a dashboard to monitor project performance and help us analyse in detail the root cause of specific performance issues.
Our customers work at a pace that demands innovation, collaboration and iteration-all at high quality. MicroVision share this vision, and I'm honored to invite them to the Epic MegaGrant community as they work to reinvent production processes with expert skills.
Highlights
Service Management:
- Service Catalog Management
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Demand Management
Service Operations:
- Incident Management
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Problem Management
Release Management Support & Assesment:
- Change Impact Analysis
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Post-Implementation Review
Multi Vendor Coordination:
- Vendor Performance Management
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Vendor Risk Management
Continous Service Improvement:
- Service Metrics and KPIs
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Service Improvement Plans
Enhanced User Adoption:
- User Training and Education
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User Feedback Channels
Service Evaluation & Enhancement:
- Service Audits and Assessments
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Service Innovation Initiatives
Improved Decision Making:
- Data-driven Decision Support
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Decision Governance
Business Insights & Improvements:
- Business Intelligence Integration
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Cost Optimization Strategies
- Microvision supported the client during the COVID phase where the agility from IACAD to introduce and manage numerous COVID support charity programs was remarkable and lauded by various stakeholders. Furthermore, we helped in introducing some e-services, therefore, streamlining some services which needed to be optimized by cutting redundant processes and improving the end user interaction.
Benefits
At the heart of this initiative was long-range productivity and targeting growth goals which was achieved with Microvision assisting IACAD in keeping their applications continually optimized by maintaining, enhancing and managing the application to help increase business performance.
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