From Fragmented Support to Centralized Service Governance: KITEU’s LIVE Service Desk Journey

KITEU transformed public sector service management by implementing LIVE Service Desk, introducing centralized communication, faster resolution times, and improved operational transparency across institutions.

For KITEU, The Office for IT and eGovernment of Serbia, modernizing service management was not just a technical upgrade. It was a strategic step toward strengthening digital cooperation across public institutions.

The Challenge: Disconnected Communication and Administrative Overload

Supporting numerous public institutions requires more than just technical expertise. It demands structured processes and transparent communication.

Prior to implementation, service requests were often submitted through channels such as emails and phone calls. Tracking request status, coordinating teams, and maintaining visibility across institutions created unnecessary administrative burden and slowed down resolution times.

A more centralized and transparent approach was needed.

The Solution: Centralized, Integrated Service Governance – LIVE Service Desk

To streamline communication and improve operational control, KITEU implemented ASEE LIVE Service Desk, a centralized platform designed to manage incidents, service requests, and inquiries in a transparent and structured way.

One of the key improvements was the integration of Pisarnica (Office Administration Management Application) directly with the LIVE platform. Users can now submit requests through a single, structured interface, eliminating the need for separate emails or external forms.

Every request follows a clearly defined workflow, ensuring:

• Transparent ticket tracking
• Real-time status updates
• Clear assignment and accountability
• Documented communication at every step

The platform creates a fully centralized support ecosystem where every interaction is traceable and optimized.

The Results: Faster, More Transparent, More Efficient

Since the implementation of LIVE Service Desk, KITEU has achieved some mesurable improvements:

• Significantly reduced response times
• Elimination of duplicate communication and ticket forwarding
• Reduced administrative workload
• Improved coordination between technical and administrative teamsGreater transparency across all supported public institutions

By shifting to a centralized digital model, teams can now focus on resolving issues rather than managing communication overhead.

A Strategic Enabler for Public Sector Digitalization

Beyond operational efficiency, the LIVE Service Desk platform supports KITEU’s broader mission of strengthening digital cooperation within Serbia’s public sector.

The structured data generated through the platform enables better reporting, performance monitoring, and continuous service optimization. It lays the foundation for scalable, accountable, and data-driven public service delivery.

Read the full case study to discover how LIVE Service Desk improved response times, reduced administrative workload, and centralized communication within Serbia’s public sector.