MBW Networking - improving government service delivery through effective network management

To enhance communication between its staff and various Department directorates, and consequently improve service delivery to its clients, the Department of Land Affairs made a strategic decision in 1998 to implement a wide range of Novell directory-enabled products on its network.

The solution demanded an extensive skills base to ensure a successful rollout. Consequently, the technical expertise needed was outsourced to networking company MBW Networking, then known as n-Time.

"Following a successful pilot, we were awarded a one-month contract to manage the network of the Department`s Pretoria-based national office," explains MBW Networking strategic relationships director Guy Venter. "During that month we carried out extensive `clean up` operations and reorganised the network so that it ran more smoothly."

The high quality of service delivered by MBW Networking during this time eventually led to the company`s winning of another tender to support the Department`s regional office network. This included all the offices south of Pretoria, barring Bloemfontein, Cape Town and Pietermaritzburg. Addtionally, the contract for the Pretoria office was extended by a further three months.

"Eventually, in May 1999 we were awarded both contracts under one tender, and we have been running the Department`s network ever since," Venter adds.

Working closely with business partner VelocIT-e, who was responsible for the development of critical database applications (including land distribution and skills audit applications) for the Department, MBW Networking managed the distribution of the new software to the various workstations.

"The Department also decided to implement Novell`s email collaboration system, GroupWise, together with its network management solutions ManageWise and ZENWorks. MBW Networking provided invaluable assistance in implementing these new strategies, ensuring a smooth roll out over the network," says Gerald O`Sullivan, director of information services at the Department.

Additionally, thanks to MBW Networking`s implementation of a help desk, the Department no longer has to perform this user support function manually, and can now accurately track and manage all faults that occur on the network.

Asset management database software provided by Highbury Solutions was successfully integrated into the help desk to enable users to accurately track problems on IT equipment. "By integrating the two sets of software, the help desk operator can immediately see which equipment is linked to a specific user and what its optimal status should be. Thus, when a problem is reported, it can be solved quickly and easily," Venter explains.

"As a direct result of the new help desk, relationships with our internal clients have improved immeasurably," says O`Sullivan. "Users not only now know how to report faults, but can also track them and accurately measure their success."

Needless to say, the Department of Land Affairs is now reaping the benefits of a smooth-functioning network, of which the number of reported faults has reduced substantially. This, asserts O`Sullivan, is directly owing to its correct and secure implementation, as well as the accurate monitoring performed by the help desk.

"The speed and effectiveness MBW Networking demonstrated in managing the Department`s network is a true reflection of not only their prowess, but also their commitment to the customer`s needs. They are a highly skilled team, who enjoy a high degree of synergy, even though their resources are often outsourced from countrywide locations. Consequently, the Department of Land Affairs is today a prime example of how a government network should be run," O`Sullivan concludes.