Lesotho Revenue Authority drives automation, grows ITSM capability with Marval

INDUSTRY

|
Image: By BiztechAfrica
Lesotho Revenue Authority drives automation, grows ITSM capability with Marval

The Lesotho Revenue Authority (LRA) is tasked with collecting all revenues due to the Government of Lesotho, including income tax and Value Added Tax (VAT) as well as customs and excise duties, and with protecting Lesotho’s borders to ensure contraband does not enter the country. As part of a drive towards automation and an agenda of modernisation, IT is growing within the LRA organisation, which means that the ability to effectively manage the ICT environment is critical. To support this drive, the LRA turned to Marval South Africa (SA) and the MSM Expert solution to deliver fully integrated IT Service Management (ITSM) capabilities.

“Prior to our engagement with Marval SA, we were carrying out IT Service Management manually. However, in light of our automation drive and modernisation agenda, we realised that manual processes would not remain efficient in the long term. IT is an increasingly critical part of the successful running and growth of the LRA going forward, and we needed a tool to assist with this goal,” says Molupe Mothepo, Manager: IT Operations at the Lesotho Revenue Authority.

The LRA followed a tender process with a number of selection criteria. These included the system’s ability to meet the LRA’s requirement to support ITIL-based ITSM processes, as well as the cost of implementation, licensing and support, and the implementation methodology of the bidders. Site references were also required so that the LRA could follow up the claims made by the bidders. Marval SA came out on top of this selection process for a number of reasons.

“The Marval solution met our requirements as per the LRA’s internal IT Service Management processes, as expressed in the LRA’s Tender Document. The implementation methodology was also shown to be sound and the proposal put forward by Marval SA gave the LRA the assurance that they would be able to provide the Authority with the necessary support in the implementation of the tool,” Mothepo says.

MSM Expert is a fully integrated ITSM solution that can be fully extended to support a highly mature ITIL environment. It offers reliable and scalable ITSM technology to support IT and business services as well as future growth, enabling IT organisations to deliver cost-effective services to its customers, either internal or external. MSM Expert also provides visibility and accountability to support IT governance within a business, as well as compliance with external requirements through standardisation, audit and reporting.

“We believe that Marval MSM Expert will effectively support and facilitate the LRA’s IT Service Management needs and assist us to effectively grow our ITSM capability within the organisation,” Mothepo adds.

Marval SA provides Administrator training as part of the implementation for Process Managers and Analysts. This allows them to obtain a deeper level of understanding of the product capabilities, improving their ability to manage and control their respective processes. This training forms a vital component of Marval’s value-added offering, transforming the ITSM software into a valuable business tool, allowing the LRA to further develop Service Management capabilities in-house.

“While the project is still in its early stages, the LRA is already experiencing a number of benefits, including the simplification and adoption of ITIL-based processes. Implementing Marval’s MSM Expert, the LRA is well positioned should they wish to further their ITIL implementation in future or work towards an ISO/IEC 20000 certification,” says Edward Carbutt, Executive Director at Marval South Africa.

The LRA implementation began in June 2012 and is scheduled for completion by the end of September 2012. 



Share the News

Get Daily Newsletter

comments powered by Disqus

MORE INDUSTRY NEWS

Silvertree invests over R20m in first seven months of 2015

Cape Town-based Silvertree Internet Holdings has invested over R20m in existing and new consumer-focused technology companies in the first seven months of 2015, and has enjoyed month-on-month revenue growth of over 10% across the portfolio in 2015, and as much as 40% monthly for some ventures. Read More

WestconGroup Southern Africa and Aruba Networks in distribution partnership

A new distribution agreement will bring Aruba Networks’ product line to the Southern African region. Read More

Access Bank chooses CA Technologies to help enhance customer experience

Access Bank, one of Nigeria's premier financial institutions, has deployed a range of  CA Technologies solutions, from CA Southern Africa, aimed at taking service management to even higher levels; boosting customer service and enriching clients’ experiences through better technology availability. Read More

Elitecore Wi-Fi SMP enables a leading NEP for multiple carrier Wi-Fi rollouts in Africa

Elitecore Technologies, a global provider of Wi-Fi Service Management Platform (SMP) announces that a global Network Equipment Provider (NEP) has selected Elitecore Wi-Fi SMP for its SP Wi-Fi projects which are operational across 10 countries in Africa.  Read More

StorIT appointed Unitrends Distributor for MENA

StorIT has announced that it has signed a distribution agreement with Unitrends. Read More

Portable solar power to the people

Schneider Electric, a global specialist in energy management, is commercialising its solar powered portable LED lamps with mobile phone charger, the Mobiya TS 120S, in order to offer innovative, reliable and affordable products to people living without access to electricity. Read More

ZipZap from Paycorp is Microsoft’s mPOS solution of choice

ZipZap, the mobile POS (mPOS) solution from Paycorp, has partnered with Microsoft Mobile to offer businesses and retailers a mobile solution that enables them to accept payments from customers wherever they are, transacting anywhere, anytime. Read More

Frost & Sullivan applauds PCCW Global for addressing SSA connectivity demands

PCCW Global, the international operating division of HKT, Hong Kong’s premier telecommunications service provider, has been recognized by Frost & Sullivan with the 2015 Sub-Saharan African (SSA) Connectivity Solutions Customer Value Leadership Award.  Read More

Airtel Money VISA card continues to drive financial inclusion

One year after Airtel Kenya launched the Airtel Money VISA card, the debit card continues to allow easy access funds 24 hours a day, bringing new point-of-sale and ATM transaction options to users.             Read More

Ricoh’s improved A3 multifunction devices monitor, report and connect to the cloud

Ricoh has released its new 3054SP/3554SP series of A3 black-and-white multifunction devices, for medium to large offices, that support intelligent document functionality. Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4Afrika

FEATURED STORY

Young innovators shine during pitch sessionsYoung innovators shine during pitch sessions

Botswana saw an array of upcoming tech wizards selling their ideas during the Vendors’ Day pitch sessions this week.

IN DEPTH

High tech homes: Just press playHigh tech homes: Just press play

High tech, digital homes where everything is automated and connected aren’t the stuff of science fiction any longer, says BNC Technology.