Technical Assistance makes the difference for the police

A priority network

Increasingly dense data traffic, ever more complex network architecture, and ultimately a national security issue. The HiLDE WAN network is an essential element of the integrated police. “More than 50,000 employees expect seamless connectivity. But technical errors do occur. When this happens, it is the efficiency of technical support that makes the difference”, explains Céline, in charge of the Federal Police’s intranet for the past 12 years.

Time saving through digitization

For Céline, e-ticketing is, of course, nothing new. But she has followed the development of the service up to the current solution. “I can do much more than just notify incidents. I can immediately create a ticket from my web interface, add to the ticket my own description of the incident and, if necessary, screenshots, and finally, I can consult the planned infrastructure changes.

“Within minutes, the Proximus engineers confirm that they are dealing with the ticket, and I know that we are already close to finding a solution. In short, it saves precious time.

In the event of a critical incident, I would naturally pick up the phone to ensure close follow-up.

With the Technical Assistance app, I have a complete dashboard and a reporting tool.

Céline Gielis, ICT consultant with the federal police

Dashboard and reporting

Apart from notifying an outage, it is crucial to have a complete overview of further possible incidents. “As an ICT manager, I need to have a full and, at the same time, accurate overview of all incidents. A network failure could mean having a fleet of planes grounded at Zaventem airport or not being able to check the national register, ... in short, it constitutes a risk to our national security. With the Technical Assistance app, I have a complete dashboard that becomes an instant source of information and a reporting tool”, says Céline.

Ergonomics and intuitive navigation

In more critical times, it is essential for Céline to be able to quickly access information and assess the situation at a glance. “Knowing whether the ticket has been handled, understanding whether the technical teams are already on site, obtaining an overview of SLA compliance or even knowing the actions already taken... with the ergonomic and very intuitive app integrated into MyProximus Enterprise, I have transparent information and updates in real time.”