Internal ticketing

Software to centralize employee requests

Operating a municipality requires strict management within each department: tracking queries, requesting assistance, resolving technical incidents, circulating information. This shared need for the various municipal services has led the Pully IT Department (BIP) to set up a ticketing tool, otherwise known as the “Service Desk”.  

A few years ago, the City of Pully IT Department (BIP) set up a Help Desk / Service Desk to allow various civil service employees to report incidents and make requests in the IT field.

Several other City departments encounter needs that are largely similar to those of the BIP, in particular the Department of Domains, Management and Sports (DDGS), which provides a variety of benefits to a large number of beneficiaries.

Indeed, the DDGS is regularly called upon to open “tickets” for its queries: announcements of breakdowns or defects in a building, requests for services to artisans, relocation requests, delivery requests, etc.

The DDGS and the BIP have therefore joined forces to develop a new ticketing tool (or “problem and incident tracking software”) that can be used by all municipal services. In the course of 2018, the ticketing system will be operational internally for the IT Department and the Department of Domains, Management and Sports.

In concrete terms, the resident fills out a request (the “ticket”) which is transmitted directly to the system, where it is processed by the relevant person in charge. The centralized procedure improves the overall view of the interventions to be performed and saves time processing requests.

The next step? Implement the software across the entire civil service. In the future, we plan to activate this application for external use, for example so that the tenant of a building managed by the Municipality can report a problem directly to the relevant department.

“This system, which is still used infrequently in civil services, is very effective. It makes it possible, for example, to centralize and coordinate requests that can generate interventions by several departments.”