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

Dr. Limkokwing is Creativity and Innovation Ambassador

The founding president of Botswana’s only Innovation and Technology institution Limkokwing University of Creative Technology Worldwide, Tan Sri Dato Dr Limkokwing, has been appointed Malaysia’s Royal Ambassador for creativity and innovation, said the Regional Director of Corporate and Media Relations Mercy Thebe. Read More

Uber, Kalahari collaborate on SA Christmas deliveries

Uber, the mobile app that connects riders with drivers, is partnering with SA online store, Kalahari.com, to make Christmas shopping even easier in Cape Town, South Africa, this festive season. Read More

Westcon Group expands African relationship with Juniper Networks

Westcon Group, the leading value-added global distributor of security, unified communications, network infrastructure and data centre solutions, has announced the company has signed an expanded distribution agreement with Juniper Networks.   Read More

Playing in the top right quadrant: Networks Unlimited marks 20 years in business

From guiding SA enterprises through the early days of networking, to fielding a ‘top right quadrant’ portfolio addressing all the current ICT buzzwords, Networks Unlimited has made its first 20 years a true SA success story. Read More

3i Infotech, BDO East Africa showcase Anti-Money Laundering Solution

3i Infotech, a leading provider of IT products and services for manufacturing, retail distribution, banking, financial services and insurance, in association with BDO East Africa, organized an event aimed at creating awareness on the impact of non-adherence to Anti-Money Laundering regulatory laws and to enhance efforts towards establishing a risk ... Read More

Philips ushers in new era of imaging with first-ever digital broadband MRI system

Philips East Africa and the Diagnostic Imaging Department at Karen Hospital recently inaugurated the Philips Ingenia 3.0T MRI - the first-ever digital broadband magnetic resonance imaging (MRI) solution.  Read More

Top 5 IT trends for 2015

Riverbed outlines the top five IT trends for the coming year. Read More

Business Connexion Partners with Kentico to offer Content Management Solution

Business Connexion (BCX) today announced it has entered a partnership with Kentico Software, the Web Content and Customer Experience Management provider, to provide customers with leading content management systems developed using the Microsoft Technology stack. Read More

CA Technologies introduces the Management Cloud

CA Southern Africa has revealed that at the recently held WORLD ’14, CA Technologies introduced the Management Cloud – a broad portfolio of easy-to-use CA applications, delivered from the cloud, that enable customers to make the right portfolio decisions, deliver exceptional service experience and empower the modern, mobile workforce.    Read More

Palladium leads the charge for accountants

Palladium Software has partnered with the Southern African Institute of Business Accountants (SAIBA) and will now offer its clients and business partners one year's free membership with the Institute.  Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoice

FEATURED STORY

PWC: Optimism abounds but a bumpy journey ahead for somePWC: Optimism abounds but a bumpy journey ahead for some

PwC’s ‘Capital Projects & infrastructure in East Africa, Southern Africa and West Africa,’ report says infrastructure spend in the region is projected to reach $180bn per annum by 2025.

IN DEPTH

Africa lags on digital migration Africa lags on digital migration

Only three African countries have so far completed the digital migration process, and serious issues are hampering the migration in other nations.