Accenture Helps 1746 in Rio de Janeiro Celebrate Successful First Year Central telephone number improves efficiency, connects citizens to municipal services

News release:

June 01, 2012

Accenture Helps 1746 in Rio de Janeiro Celebrate Successful First Year

Central telephone number improves efficiency, connects citizens to municipal services

 

RIO DE JANEIRO; June 1 – The citywide call center 1-RIO that serves as a single point of contact, making it easier for 6 million citizens to report problems or request more than 700 different municipal services, successfully completed its first year of service.  Accenture (NYSE: ACN) helped implement the service that enables citizens to dial 1746 to report  problems, such as potholes on streets and sidewalks, broken street lights, clearing sewer grates and water tunnels to prevent dengue fever and other health-related inspections.

 

From April through November 2011, reports of public lighting and pothole problems decreased 56 percent and 22 percent respectively. The Municipal Guard has been able to meet new service standards of four hours to solve parking problems for 99 out of every 100 calls, up from 66 out of every 100 calls before the improvements suggested by Accenture, according to Pedro Paulo Carvalho, Rio de Janeirochief of staff.

 

Using advanced public management tools like Lean Six Sigma and data analytics, Accenture worked with the Chief of Staff Office and other city departments to help make it easier for citizens to access government services and resolve problems.

 

“Accenture has helped reduce the average time to resolve critical service problems from 35 hours to less than five hours,” said Carvalho. “The city’s main public companies and departments that represent 85 percent of the program’s scope already are linked with 1746.”

 

Accenture organized and managed the implementation -- converting different communication channels from 30 municipal agencies into one single point of contact -- and analyzing the information to recommend process improvements and eliminate service failures. The system makes it faster for the city to respond to and solve problems, helping the municipality identify service standards and create preventive strategies that have improved services.

 

Analyzing the data collected from each call to 1746 enables the municipal administration to better know the “citizen’s voice” and the city’s needs. It brings transparency to the performance of each municipal agency and it helps the city anticipate problems. The data also can be used to help make budget decisions and evaluate the performance of each municipal department. Accenture produces daily reports and shares findings with the city’s chief of staff and mayor.

 

“Our process and strategies help us respond to problems more efficiently and quickly. The service request enables us to envision the immediate needs of each neighborhood in the city,” said Mayor Eduardo Paes.

 

The 1746 system is available on landlines, cell phones, the internet and applications for smart phones and tablets. Citizens can send a picture directly to the service center and follow-up on the problem from their mobile devices.

 

"Accenture is bringing to Brazil, modern and proven management tools for the public sector that are adapted to the characteristics of our country, enabling  the government to serve better, at lower cost to their customers, citizens, businesses, servers and the government itself," said Ronald Munk, who leads Accenture’s Health & Public Service business in Latin America. "A program like 1746 can transform the public administration. After one year, 1746 is already part of the daily routine of millions of residents of Rio de Janeiro. Accenture is proud to participate in the transformation of cities in Brazil as well as around the world.”

 

Accenture participated of the implementation of a similar program NYC 311 in New York City, (U.S.) that has been operating for more than 8 years.

 

Learn more about Accenture’s work on 1-RIO and with governments delivering Public Service for the Future.

 

About Accenture

Accenture is a global management consulting, technology services and outsourcing company, with more than 246,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US $25.5 billion for the fiscal year ended Aug. 31. 2011. Its home page is www.accenture.com.

 

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Press release:

CUSTOMER SUCCESS: City of Long Beach Cost-Efficiently Streamlines Municipal Processes with BMC’s Workload Automation Solution

BMC Control-M Enables the City to Improve IT Services and Management to Support Payroll, Utility Billing, Reporting and other Critical Processes

Long Beach, Calif., May 1, 2012 – BMC Software (NASDAQ: BMC), the recognized leader in Business Service Management(BSM), today announced that the City of Long Beach, California has improved its delivery of IT services with the BMC Control-M Workload Automation solution. With the new solution in place, the city can better manage and control its scheduled workloads across a hybrid data center to cost-efficiently streamline processes, detect issues and improve service.

The City of Long Beach has earned recognition as a Top-10 Digital City for its strength in embracing current technology to improve the delivery of city services while minimizing costs. Playing to this strength is the city’s selection of the BMC Control-M Workload Automation solution for managing and scheduling IT workloads that support municipal processes. The city selected the tool based on its ability to manage scheduled work across the entire hybrid datacenter. This functionality is paramount as the city migrates off the mainframe to a fully distributed environment. The new system also provides a self-service portal to enable business users to manage tasks, generate reports and maintain records without using IT staff resources.

“With the previous software tools we used, we could not see what was happening with our scheduled processing throughout our entire datacenter, which impaired time and cost efficiency,” said Rusty Clark, data center supervisor, City of Long Beach. “Those issues have been fixed with the single point of control delivered by BMC Control-M. Moreover, we can readily identify issues with precision to ensure workload processing occurs on time and without error.”

As part of this project, the city has also implemented the following solutions:

• BMC Control-M Self Service to provide business users access to workload automation services.
• BMC Control-M/Tape for easy management of tape libraries to assist with compliance and records management.
• BMC Control-D to provide simplified report access.

Previously the City of Long Beach used CA7 to manage its workload scheduling for the mainframe, but turned to the BMC Control-M Workload Automation solution because it needed a tool that offered a cross-application, cross-platform approach to support its data center upgrade. The team completed the transition to BMC’s solution in less than two months using BMC’s conversion tools that significantly simplified the process. Additionally, these tools enabled the quick conversion to the BMC Control-D and the BMC Control-M/Tape products.

The city reports the BMC Control-M Self Service solution increased productivity for business and operation users. Tasks that previously required help from the IT staff can now be managed directly, which users enjoy because they feel more in control of their projects. For example, employee paychecks cannot be issued before they are certified. Instead of manually sending files between several people and departments – a slow, error-prone process – a job is scheduled in Control-M that sends the appropriate files to the responsible person for review. After the files are approved from a web browser, the next job in the series is automatically triggered. This new automated process has improved speed and accuracy to ensure timely delivery of paychecks. Furthermore, an audit trail is generated, satisfying compliance and reporting needs.

The BMC Control-M solution also serves as an early warning system to help the city detect and troubleshoot issues before they happen. The ability to see business processes from end to end helps the city be more proactive with their scheduled workloads and ensures service level agreements are met. 

Read the full case study here >>

For more information about BMC and the BMC Control-M solution, please visit:

• Follow @bmcsoftware and @BMCControlM on Twitter
• Become a fan of BMC on Facebook

Business Runs on IT. IT Runs on BMC Software.

More than 25,000 IT organizations – from the Global 100 to the smallest businesses – in over 120 countries rely on BMC Software to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry’s broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk, and achieve business objectives. For the four fiscal quarters ended December 31, 2011, BMC revenue was approximately $2.2 billion. For more information about BMC Software (NASDAQ: BMC), please visit www.bmc.com.