- Reduced system downtime by 95%
- Cut trouble tickets by 60%
- Improved user satisfaction
- Freed budget dollars for other uses
HHS wanted to improve the usability of its time and attendance system and ultimately minimize downtime.
ITAS, a key system that supports payroll processing for 65,000+ employees, wasn’t doing the job. Employee satisfaction with the legacy system was low. The help desk was deluged with calls. Routine system upgrades would bring the application down for as long as three days. And the incumbent contract had just walked off the job.
In a nutshell, we simplified the user experience and improved system performance.
Mind Over Machines placed a team onsite within hours of the call to ensure the pending payroll cycle executed properly. The team then performed system analyses, and provided and executed recommendations for improving performance and automating maintenance. The team also implemented testing procedures for new releases to avoid the pitfalls of previous upgrades.
The result — trouble calls dropped by 60% and downtime decreased by 2000%.
Error rates went down and user satisfaction went up. Trouble tickets dropped from 500 to 200 per month. Downtime for server maintenance and recovery plummeted from 2.5 days to 2.5 hours. And the improved efficiency freed budget dollars for other needs