Summary
Key results
Efficient handling of up to 8 000 requests per month
Specialist team relieving the Ministry’s internal IT resources
Rising number of requests and challenges in timely processing
Requests related to the NCR and RSO systems were previously handled by the Ministry’s internal Service Desk, which provided both technical and substantive user support. The diversity of issues – from system failures and transactional errors to questions about submitting applications – overloaded the team, extending response times and increasing the risk of service delays.
As the number of register users and applications grew, the workload of the internal Service Desk steadily increased, exceeding the team’s operational capacity. In response, the Ministry of Justice asked Sii Poland to support Service Desk operations. Initially, the volume reached around 2 000 requests per month – in subsequent years it multiplied several times, while maintaining a high standard of service quality and timeliness.
Knowledge, tools, and a transparent support model
Sii Poland’s experts took full responsibility for running the Service Desk under a Managed Services model, providing the Ministry with a comprehensive service: a dedicated specialist team, professional tools, process organization, and performance reporting. The entire operation functions under a predictable SLA framework, guaranteeing defined response and resolution times.
The project scope included:
- Knowledge and process transfer – Sii experts took over procedures and best practices from the Ministry’s IT teams, enabling a smooth onboarding of the new Service Desk and ensuring uninterrupted user support
- Central point of contact – all requests from citizens and institutions are now routed to a single location, eliminating the risk of fragmentation and improving service quality monitoring
- Implementation of Jira Service Management (JSM) – an advanced IT service management (ITSM) tool for handling phone and email requests, setting priorities, tracking statuses, and escalating incidents to higher support levels
- Extended service availability – the new model increased support hours by several dozen hours per week compared to the previous setup
- Creation of a dedicated multidisciplinary specialist team – expanding the Service Desk staff significantly reduced missed calls and ensured complete request handling. The team works directly with second- and third-line administrators, enabling faster resolution of complex cases
- Development of a central knowledge base – containing request handling procedures, contingency scenarios, and operator instructions. The base was reviewed and approved by the NCR Bureau, meeting strict quality and security standards
- Introduction of a Continuous Service Improvement (CSI) model – under the agreement, Sii experts prepare annual improvement proposals for support processes and application functionality, such as changes that reduce request volumes and improve user satisfaction
- Process standardization based on ITIL 4 – implementation of best practices for IT service management, streamlining the way requests are handled
Process stability and increased service availability
The new Service Desk model enabled the Ministry of Justice to standardize how requests are received and processed, shorten resolution times, and introduce unified operating rules for the entire support team.The central knowledge base, created and validated by Sii Poland together with the NCR Bureau, became the single source of approved procedures and instructions, reducing errors and improving operational efficiency.
The expansion and professionalization of the Level 1 (L1) support team resulted in faster call handling and full coverage of all requests, while close cooperation with Level 2 and Level 3 administrators improved the resolution of complex cases. By delegating part of the responsibilities to Sii experts, the Ministry’s internal IT teams were relieved and could focus on other strategic areas. As a result, citizens using the NCR and RSO systems now benefit from faster, more reliable access to digital justice services.
KEY RESULTS
- Handling up to 8 000 requests per month within a predictable SLA framework
- Dedicated multidisciplinary team expanded as part of the service
- Higher request coverage – average response time: 10–15 seconds for phone calls and up to 30 minutes for emails
- Standardized process for phone and email request handling supported by Jira Service Management
- Central knowledge base in Atlassian Confluence and OneNote, verified and approved by the NCR Bureau
- Optimized use of IT resources – reduced workload for internal Ministry departments
- Extended availability of phone and email support on weekdays until 19:30 and on Saturdays from 09:00 to 17:00