Implementation of the OXARI and ITManager systems at the Bielsko-Biała City Hall

Digitization of public administration affects the speed of citizen services, the quality of public offerings, and data security. This approach has been consistently implemented for years by the Bielsko-Biała City Hall. One of the key steps in this process was moving away from an expensive foreign service-desk tool and replacing it with the Polish OXARI platform.

Thanks to this change, the City Hall’s IT team gained new functionalities — but most importantly, full control over the IT infrastructure, the ability to automate processes, and a tool that can be developed in line with the institution’s growing needs.

Bielsko-Biała City Hall

Bielsko-Biała is a dynamically developing city with nearly 172,000 residents. It is an important administrative, economic, academic, and cultural center of the region.

The Bielsko-Biała City Hall is responsible for the comprehensive management of the city’s operations. Its duties include, among others, implementing investments and infrastructure modernization projects, managing financial and civil affairs, as well as ensuring public safety and maintaining order in urban spaces. An important area of its activity also includes supporting cultural and social initiatives, environmental protection, and the efficient management of municipal resources.

An institution of this scale, employing more than 600 staff members who handle residents’ matters, requires an efficient, modern ITSM-class system. That is why as early as 2010 the City Hall decided to implement the ITManager system, and in 2021 it complemented it with the OXARI platform — built on the same data resources and using business-process approval mechanisms.

“Updating the existing asset-management system to the latest version was not economically justified. This situation prompted us to analyze the market and look for an alternative solution in this area. An additional criterion was the ability to migrate the already collected asset data managed by the IT Department of the City Hall. As a result of our verification process, we implemented the OXARI system,” says Dariusz Łużny, Head of the IT Department at the Bielsko-Biała City Hall.

A decision that opened a new chapter in IT management

The decision to implement the integrated OXARI and ITManager systems opened a new chapter in IT management at the City Hall. Combining both solutions made it possible to create a cohesive working environment based on shared data resources and unified processes. As a result, the team can work faster and maintain full control over the course of all operational activities.

ITManager forms the foundation of IT infrastructure management — it provides administrators with a comprehensive view of assets, their changes over time, and the technical condition of the environment. This enables informed planning, effective IT asset control, and efficient coordination of the team’s day-to-day responsibilities.

OXARI complements this area by ensuring structured ticket handling and a process-oriented approach to operational work. The system supports the registration of requests and incidents, enables modeling of procedures in line with the institution’s needs, and integrates the flow of information between organizational units. As a result, all tasks are carried out in a transparent, measurable, and properly documented manner.

The implementation covered a number of key areas of IT operations:

• a central ticket register ensuring full control over the lifecycle of incidents and requests,
• multi-level ticket handling, allowing cases to be routed directly to the appropriate specialists,
• integration with the Active Directory (AD) directory service, enabling automatic retrieval of user data and supporting HR processes (onboarding/offboarding),
• automation of operational activities, including task registration with execution reporting,
• support for ISO 27001 processes and the ITIL framework, increasing procedural compliance and security,
• the ability to create auxiliary and process registers reflecting the specific nature of municipal work, e.g., the Central Contract Register, Ordinance Register, or Fishing Card Register,
• an open API interface enabling data exchange with central systems and integration with domain tools.

Implementation summary

The implementation of the integrated OXARI and ITManager systems streamlined IT service processes at the Bielsko-Biała City Hall, while at the same time ensuring full control over the technological infrastructure and the processes supporting the institution’s daily operations. The combination of inventory, process, and registry functionalities created a robust, centralized ecosystem that enables effective ticket management, operational transparency, and faster response to the needs of employees and residents. Organized data, automation, and integration with key systems have increased the security, predictability, and stability of the services provided by the City Hall, while also facilitating the development and implementation of further administrative processes.

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