Caught between the President and your residence? As President Thabo Mbeki has said in his Service delivery is an outcome of interdependent processes and resources. Government address to the National Council last year, we organisations are asset intensive organisations where service delivery is directly linked to need "municipalities that serve all our people the asset performance and this includes all asset classes from plant to transport, facilities and have the requisite capacity to provide and IT assets. regular and reliable services to citizens as well as being at the forefront of the reconstruction The key attributes that encompass service delivery: and development of our country". Service Management (Client interface) Asset Management (Service Support engine) Government has received a clear mandate by Work Management (Internal operations driver) the constituency to keep up to its promises to deliver quality services. Investments in point solutions are creating an unmanageable environment where business information and processes are spread across multiple disparate systems. This neutralises From the people’s point of view, government the ability to provide effective customer communication such as status feedback through a agencies have two types of service delivery closed loop process from the initial request, up to service restoration. The impact on client challenges to respond too: relationship management is obvious. As agencies, battle to control this environment the tendency is to outsource. Initially this seams to be a solution but the management of Basic service rollout through infrastructure contractual SLA’s becomes a new challenge. projects Service assurance through effective Mandatory requirements for effective service delivery are indicated in the diagram below: operations In this context, service rollout focuses on the reporting systems service delivery specialised systems provisioning of basic services such as housing, system water, electricity, primary healthcare and basic operations infrastructure. The method of delivery is in the management form of turnkey projects delivered through citizen geographical contractors. At project completion the new relationship information services move to the next level, of service management system assurance. business asset health intelligence & monitoring Service assurance has proven to be KPIs challenging and complex as the agency financial Government document generally takes ownership and responsibility for management upholding the services and maintaining the management Agencies infrastructure involved. Paying consumers human computer further expect high service levels, and the resources aided facility challenge government faces is putting processes management management and structures in place for effective operations fixed asset fuel/fluids management to coordinate and channel management management available resources as efficiently as possible to service restoration and maintenance activities. The question remains whether government Local company IST Data offers MAXIMO™ an Asset & Service Management solution that intervention and directives are steering agencies provides an ideal platform for Government’s efforts to enhance service delivery. to the public’s call for improved service delivery in the right direction. Policy makers determine MAXIMO’s unique multi-organisation and multi-site architecture allows for the deployment of the focus of government agencies through one single unified Asset & Service Management solution, for all assets. The MAXIMO suite directives and legislation. Compliance to these of products is fully web architectured ensuring access to information from all levels - from becomes the main strategy of agencies and constituency to government officials and management. these initiatives consume resources, focus, and effort. Until now, legislation such as the FMA and the MFMA resulted in a myriad of “Asset Register” Tenders being published. Intrinsically “Asset registers” are static in nature and are merely an inventory of assets held. Continuous spending on auditing processes is required to ensure validity of these lists. The result is that organisations procure low cost asset register systems or financial driven systems used by financial management for the sole purpose of reporting. To affect service delivery, a mechanism is needed to close the loop between the allocation of resources and assets and the actual delivery of required services.