Customer Profile: The Department of Foreign Affairs, Trade & Development manages Canada’s diplomatic and consular relations, encourages the country’s international trade and leads Canada’s international development and humanitarian assistance.
Challenges and Needs: The department faced a number of challenges with delivering applications to 13,000 users around the world. Their users did not know what software was available or what the license costs to the organization were, the manual process for requesting applications often took 4 to 8 weeks, and the manual license reclamation process they adopted to help control costs, was costing over $10,000 per year, and only covered a few of their most popular software assets.
Benefits: In just over six months, the department has reduced service delivery time for applications from 8 weeks, to the same day and users often get what they need in 30 minutes or less. User satisfaction is up. The reduction in IT visits to workstations to install software is equivalent to 320 days of work per year (full-time work for 1 1/3 employees), allowing them to focus more resources on improving the quality of other services they deliver. Automated license reclamation has been the biggest and quickest win for the department, with over 4,000 software titles reclaimed, at a value of $1.24 million in license costs in less than a year.
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