HSE has 4 campuses located in Moscow, Saint Petersburg, Nizhniy Novgorod and Perm. It unites more than 7000 lecturers and researchers, over 44 000 students and postgraduate students and over 80 000 alumni.
The rapid rate of the university’s development, the expansion of educational programs, the increase in the number of lecturers and students and the growth of the network and computer infrastructure were all prerequisites for a fundamental transformation of the way the IT services are provided. It was also essential to bring the level of the services into line with the most advanced global standards.
The lack of automation and transparency in providing the IT services as well as the lack of a due level of control, significant time-losses by specialists and line-managers on performing routine activities, incomplete reference information, fragmentation and multiplicity of the used systems significantly hampered the usage of information technologies at the university, leading to the users’ dissatisfaction.
The development of an interactive self-service portal for HSE employees with K2 platform became the solution to the problems mentioned above. The project has not only changed the way of providing the IT services by bringing them to the most up-to-day level, but it has also altered the electronic services consumers’ perception. The transparency of the processes performed, the monitoring of their state in real time, easy navigation through the services catalogue and the system’s interface, the ability to have the information at your fingertips anywhere in the world from any device, notifications and reminders sent by e-mail and SMS, the ability to rate the quality of the provided services and much more have made it possible for users to appreciate the benefits of the new approach.
The solution has won 'BPM Project of the Year' award in Russia in 2018.