Innovative services for citizens

T-Systems has implemented and operates a state-of-the-art ICT landscape for the town of Schweinfurt, Germany. The solution provides solid foundations for the introduction of e government services.

The customer

A manufacturing town in times of change

Located on the river Main, midway between Würzburg and Bamberg, Schweinfurt (pop. approx. 55,000) has traditionally been a center of manufacturing. In recent years, however, the town has undergone major structural change. Today, the service sector plays a pivotal role.

Schweinfurt continues to seek new ways of strengthening the local economy. With the opening of the Georg Schäfer Museum in 2000, and a new conference center in 2002, the town has established itself as an attractive tourist destination.

The challenge

High-performance IT infrastructure – the basis for e-government

In order to shape up for future challenges, Schweinfurt recently modernized its administrative processes. The goal: To provide citizen-friendly local government services. The basis: Enhanced information and communications technology (ICT). Within the scope of the makeover, the town decided to outsource its entire IT landscape. Martin Baldauf, Schweinfurt’s Financial Officer, explains: “Our aim was not only to introduce state-of-the-art IT tools, but also to increase visibility into costs per desktop – and cut spending accordingly.” Following a request for proposals, T Systems landed the deal, becoming the prime outsourcing contractor for the project.

The T-Systems solution

Made-to-measure, end-to-end solution based on leading-edge ICT technology

T-Systems put together a comprehensive package comprising T-LAN, Desktop Solutions, Computing Services, and a call center based on the T-Octopus CC 2000 system. T-Systems subsidiary Deutsche Telekom Network Projects & Services GmbH (Network Projects) and affiliated company T-Systems International, were tasked with implementation.

First, Network Projects introduced a new network infrastructure, featuring a redundant gigabit backbone, and established a data center in Schweinfurt. T Systems Strategic Computer Center (South) in Bamberg can access the new data center via a dedicated secure line, enabling experts to resolve problems remotely.

Next up were Desktop Solutions: T-Systems International installed a total of 500 new PCs, plus 185 network printers and 70 stand-alone printers. 40 active network components were replaced, and seven remote sites incorporated into the network for the first time. In addition, 40 local-government processes, ranging from granting fishing permits to registering vehicles, were reengineered. All local-government employees enjoy free access to the user help desk established by T-Systems. This ensures quick-and-easy trouble-shooting. To support Schweinfurt’s citizen service center, T-Systems deployed a call-center solution based on the T-Octopus CC 2000 platform, combining information and communications technologies.

The scenario: End-to-end management of the IT infrastructure by T-Systems

Initially slated to take five years, the Schweinfurt project is worth some 4.5 million euros. The new local area network (LAN) and redesigned wide area network (WAN) link all 500 desktop systems at local-government agencies. Via an intranet, employees can view a catalog of all the services the town provides. The catalog provides useful information, such as details of contacts for specific services and questions.

The new IT infrastructure has paved the way for the introduction of new applications. For example, requests for new passports can now be processed electronically, and vehicle records are digitally archived for rapid access. Moreover, tasks at the town’s three libraries are now supported by a dedicated application, and new accounting software has improved efficiency at the department responsible for the upkeep of parks, gardens and roads. The town has also introduced new, more flexible budgeting methods. The benefit: Funds that remain unused at the end of the year can be allocated for other purposes.

The software employed at Schweinfurt’s citizen service center has also been replaced. “A solution of the kind delivered by T- Systems is vital for the efficient operation of our service center,” states IT Director Werner Duske. Open on workdays from 8 a.m. to 6 p.m., as well as on Saturdays, the center provides general information, and directs citizens to the relevant local-government departments. Administrative tasks that can be completed in five minutes or less are dealt with on the spot. More complex issues are forwarded to the relevant employees. And once the task is complete, citizens can collect relevant documents from the service center – saving them the trouble of tracking down individual members of staff. The facility’s call center is designed for between four and seven employees, and fields over 9,000 calls each month.

The new help desk was key to extending the service center’s opening hours. Werner Duske underlines the positive responses from user departments: “On the whole, the system is very stable. And if problems do occur, they are rapidly resolved by on-site experts.” Software development remains the responsibility of the local administration – with T-Systems ensuring round-the-clock availability of the underlying platform. Duske underscores the benefits of this arrangement: “Our own IT department can now focus on its core competencies, and concentrate on developing dedicated software.”

The future: Efficient, citizen-friendly local government

The town’s mayor Gudrun Grieser, sums up the partnership with T-Systems: “Schweinfurt has said goodbye to the 20th century. And when it comes to IT, we are on a par with innovative organizations in the private sector.” And Grieser will continue to leverage the Deutsche Telekom specialists’ expertise within the scope of a consulting relationship.

Customer benefits

Future-proof solution guarantees major savings

“The IT outsourcing deal frees up the town’s IT department to concentrate on its core competencies and develop new processes,” states Werner Duske.

Financial Officer Martin Baldauf is also upbeat about the IT outsourcing agreement: “We have achieved all our projected cost savings and efficiency increases.” Entrusting the town’s IT infrastructure to T Systems is a significant step along Schweinfurt’s path to e-government.