How This US County Improved Its PeopleSoft System Efficiency While Making Huge Savings on Its Support Bill

This US County is the fastest-growing in its state, with a large population. It has thousands of employees and operates a several billion dollar budget.

The Problem

The County faced numerous challenges with its Oracle PeopleSoft support and maintenance.

As a large governmental body, it is responsible for managing a wide range of services, including payroll, procurement, and HR for its employees. It had been working with an outsourced vendor for PeopleSoft support but was encountering delays in issue resolution, lack of customisation, and high costs.

In addition to high costs, it faced significant performance issues with its PeopleSoft systems, with frequent system downtimes, slow resolution of critical issues, and a lack of proactive monitoring. These challenges were impacting payroll processing, financial reporting, and procurement workflows, all of which had immediate financial and operational implications.

Operational inefficiencies: Due to delays in issue resolution, the County experienced interruptions in essential functions like payroll processing, leading to late employee payments and frustration across departments.

Increased costs: The previous support model was costly, as the organization had to rely on multiple third-party vendors to cover different modules, which led to higher support costs.

Risk of non-compliance: System issues caused delays in financial and HR reporting, putting the County at risk of not meeting state and federal compliance deadlines.

These issues strained the IT department and hindered the smooth functioning of critical county operations, leading to lower employee morale and decreased public service efficiency.

The Solution

The County selected Support Revolution for several reasons:

Cost-effective and transparent pricing: Support Revolution offered a more predictable, competitive, and transparent pricing structure that allowed it to streamline costs while improving service delivery.

Proactive support model: Support Revolution’s ability to provide proactive support, including system monitoring, performance optimisation, and faster resolution times, was a key differentiator.

Tailored government solutions: The County valued Support Revolution’s experience supporting public sector organisations with specific knowledge of governmental needs and compliance requirements.

High customer satisfaction: After speaking with other local government agencies that had successfully transitioned to Support Revolution, the organization was reassured by positive testimonials and case studies that demonstrated long-term value.

Comprehensive Support Across Modules: Support Revolution’s expertise in managing the full PeopleSoft suite was a deciding factor, as the County wanted to streamline support into one unified platform.

The Benefits

For the County, moving to Support Revolution meant:

Reduced downtime: With proactive monitoring and faster issue resolution, it now experienced a significant decrease in downtime, ensuring that core functions like payroll and procurement ran smoothly.

Cost savings: The County saved approximately $450,000 annually by consolidating its support into a single, more efficient model, which freed up funds for other projects.

Improved system performance: Its PeopleSoft system performance has significantly improved, leading to faster payroll processing, financial transactions, and procurement activities.

Compliance assurance: Support Revolution’s expertise in public sector compliance ensured that the County remained compliant with federal and state regulations, reducing the risk of fines and penalties.

Long-term partnership: Moving to Support Revolution has fostered a trusted long-term partnership, ensuring ongoing system optimisation and futureproofing for the organization as its needs evolve.

The County plans to leverage its long-term relationship with Support Revolution to explore new automation capabilities within PeopleSoft, such as automated time entry and more efficient procurement processes. These could further streamline its operations and save costs.

Additionally, Support Revolution has offered strategic consulting services to help the County maximize the use of its PeopleSoft applications for greater operational efficiency.

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