Overview:
The Accountant General Department (AGD) of Malaysia, formed in 1946 is a key public sector authority operated under the Ministry of Finance. The primary function of the AGD is to track all revenues and expenditures of the country.
Challenge
- The AGD planned to upgrade its accrual accounting system using SAP
- Targets 80,000 end users across diverse geographic locations
- Migration necessitates end-to-end process training for staff.
- Training spans various geographic locations in Malaysia.
Solution
- epiplex ensured smooth transition of a new accrual accounting system.
- Multiple language support facilitated easy generation of E-Learning content in native languages and various output formats.
- Proficiency Monitoring and Support module monitored end users’ proficiency in the simulated environment.
- Provided context-sensitive online assistance, and the Issue Reporting feature accurately captured application errors for quick troubleshooting by the helpdesk team.
- epiplex Service Desk reduced process support calls
Outcome
- 1300 process captured in 90 days and generated into training content
- 70% time reduction in classroom training
- 60% reduction in end user support call
- 50% users benefitted with context sensitive live assistance