Southeastern Pennsylvania Transportation Authority (SEPTA)

Employee Collaboration Overhaul

SEPTA

The Southeastern Pennsylvania Transportation Authority (SEPTA) is a regional public transportation authority that operates bus, rapid transit, commuter rail, light rail, and electric trolleybus services for nearly 4 million people in five counties in and around Philadelphia, Pennsylvania. Efficiently getting people around a major metropolitan area requires extensive coordination and collaboration among SEPTA’s 9000 employees.

The organization is currently undergoing a complete upgrade of all their technology; back office and employee workstations being the largest pieces. They decided to adopt a cloud-based infrastructure with Office 365 tools and new laptops and tablets for end user ease. It quickly became clear that their IT team did not have the bandwidth to institute the new software and hardware, as well as support the forecast uptick in end user support needs.

Solution

SEPTA decided to partner with the Contegix team to help make their plan a reality. With the upgrades underway, Contegix’s support teams were able to get started with both a strategic process improvement and an end user support structure allowing for the upgrades and ongoing support to occur as seamless as possible.

Instilling IT Service Management (ITSM) best practices, the SEPTA and Contegix teams were able to outline and implement a Single Point of Contact (SPOC) service model which is staffed and managed by Contegix. This allows for a consistent and scalable support system for end users throughout the transit network. At the same time, SEPTA and Contegix personnel were on-site imaging, configuring, and starting to deploy the new end user workstations. Adding mobility to the physical interfaces for end users enables improved efficiency and collaboration between different IT operations teams at SEPTA.

As public transit is relied upon every day, even during a pandemic, the window for the entire support transformation was a mere 30 days. With the full engagement of Contegix’s PMO, engineering and support teams, Septa and Contegix were able to meet the deadline.