Digital Transformation for IT Performance and Risk Management in Government

Abstract

Government IT departments often face challenges in monitoring performance, managing incidents, and mitigating operational risks due to a lack of integrated tools. This project focused on the design and functional prototyping of a centralized dashboard using the Raiseaticket platform, tailored to the specific operational needs of public sector IT environments. The dashboard concept integrates incident tracking, system performance indicators, and decision-support components to improve visibility and responsiveness. Through iterative testing, key features were evaluated for usability, alignment with user requirements, and potential impact on operational efficiency. While the project remained in the design and testing phase, the results demonstrate that platforms like Raiseaticket can support effective digital transformation strategies using accessible, no-code tools. The developed prototype offers a foundation for future implementation and serves as a model for scalable, cost-effective solutions in government IT management. Key Terms ⎯ Data interpretation models, Helpdesk response metrics, Performance. benchmarking, Process bottleneck analysis