Background
URA’s mandate is to assess, collect, and account for central government Tax Revenue (including Non-tax Revenues) and to provide advice to the government on matters of policy relating to all revenue sources.
In order to do all the above, URA also provides service and support combined with digital solutions to enhance control and efficiency.
With offices countrywide, Kenya and Tanzania, URA employs tens of thousands of staff. With such a large workforce, URA relies on its IT infrastructure to deliver services for human resources, payroll, revenue collection, and enterprise management.
URA wanted to handle increased business volumes reliably and efficiently by outsourcing external providers to do maintenance services on end-user endpoint devices.
Business Challenge
URA outsourced user endpoint device management to an external organization as their operations grow. However, the provider struggled to keep pace with growth, management and personnel issues started to affect service quality where computer components get lost like processors, memory RAM etc.. and hence lack of consistency, and standards were not being met.
To support the country-wide expansion easily and cost-effectively, URA wanted to ensure that its operations on end-user devices followed best management practices.
Taking action to resolve the issue
URA looked for another partner to take over user endpoint management for supply and maintenance services. After reviewing potential providers, URA selected SBS and Lenovo, based on wide industry experience and international capabilities. Today, SBS is responsible for end-user endpoint management maintenance services in Uganda, Kenya, and Tanzania.
Business Results
With our dedication and services, URA realized numerous benefits:
- URA has replaced inconsistent support with comprehensive maintenance, effective IT maintenance services, well streamlined and managed by SBS.
- To ensure very high service levels, SBS offers a key account guarantee maintenance service, ensuring users always have access to support when they need it, always available 24×7.
- Coupled with Lenovo’s strong technical delivery strength through warranty processes, URA is now fully ready to take advantage of tomorrow’s business expansion opportunities.
