Bridging the gap: billable ICT client service process improvement

Abstract

An international company in the Information and Communications Technology (ICT) industry, with headquarters in South Africa, is looking into improving the administration of their billing process for out of contract services.

The senior management of the company has determined that even though the billable service calls are returning a profit, this profit is not equivalent to the company’s investment in them. One indication is that an existing problem in the regular process results in a large number of service calls not being billed.

The project as described in this paper focuses on determining how the problems as currently experienced can be minimised through change of the process that governs the administration of billable service requests, what would be required to implement the proposed new process, how this process will address the problems currently experienced as well as an indication of what benefits can be experienced by the company if this new process is implemented