The Sermicro Group has been awarded the project to provide professional Outsourcing of Workplace services for the Ministry of Industry, Trade and Tourism. These services are specifically related to the assistance to the citizen in computer matters and electronic forms of administrative procedures of the Ministry of Industry, Trade and Tourism.

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Given the importance of the project and in order to guarantee the quality of the service to the citizen, a series of global and specific objectives have been set:

Global objectives

• Having a global service model with a high level of quality and efficiency.
• Updating and standardising procedures, reducing incident resolution time.
• Eliminating the risks associated with the use of obsolete technologies.
• Achieving a single management model for the entire organisation that favours the use of synergies in the future, integrating this service into other MINCOTUR services.
• Allowing the necessary flexibility to adapt to possible organisational or technical changes.
• Establishing a continuous improvement plan related to any area of the service.
• Improving the management and control of the services by means of dashboards, periodic reports and deliverables, etc.

Specific objectives

• To carring out end-to-end monitoring and control from the first level virtual office to guarantee the quality of the service provided.
• Improving first instance resolution rates.
• Promoting the productivity of the support teams by streamlining communication processes, identifying procedures with a high manual burden for automation or simplification through management tools, etc.
• Promoting the execution of proactive actions by defining a solid and efficient knowledge management model.

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This service will be executed from the Sermicro Group's facilities in Madrid or from the client's facilities when necessary, making the Virtual Office available to the client with a main work centre in Madrid and a backup centre in Barcelona. It will have an IT consultant, a Virtual Office coordinator and microcomputer technicians (level 1 and 2).