Experience and Evolution

Going beyond mere expertise and know-how

MITTS Ltd has over its fourteen years of history epitomised change. Conceived originally as an integrated business solutions agency catalysing the Public Service Reform initiative launched in the late 80s, its initial brief had been holistic. At the time, Information Technology was simply one of the main remits of the organisation along with institutional reform. Eventually, as environmental conditions and national priorities evolved, MITTS Ltd narrowed its mission to a more technical role as Government’s ICT provider for the Public Service. Under these circumstances the company has learnt that change and its ability to manage change are key to its success. Not only. In its evolution from an operations-based, reactive and technology-driven concern, to a more dynamic, business-driven and knowledge-based enterprise, it has recognised that the underlying driving force for this high degree of adaptability is its human element: the capacity of its employees to accept change as a vehicle for ongoing improvement and selfdevelopment in today’s rapidly changing and dynamic ICT environment.

An Aptitude for Relationship Building

The qualities, attributes and experiences that the company has added to its identity throughout these years, has given it an emotional intelligence that transcends mere expertise and know-how. MITTS Ltd has participated in projects and conducted operations in circumstances that were at times difficult, unprecedented and for these reasons challenging. In the process it has interacted with people, built relationships with them and made a name for itself by striving to provide quality services. It is precisely in these human interactions that MITTS Ltd excels. Building credible relationships is not done overnight. It is a process that takes years, often involving an institutional sensitivity to the environment that is not easy to achieve without partnership, teamwork, vigilance, continuous improvement and self-adjustment. The human experience that results from this continuous process of change and evolution, is probably the unique attribute that has over the years given MITTS Ltd the necessary self-confidence to take on first-time challenges outright, and eventually rise to the occasion. 2004 has been a year that is very representative of this confidence factor enjoyed by the company. Building on the major organisational and technological improvements of the previous two years, 2004 has been primarily a year of institutional and technological consolidation that has found the company very well prepared for the unique challenges it has taken on.

A Cultural Transformation

Remarkably, 2004 has been a year that saw a strengthening of the cultural transformation of MITTS Ltd. At the heart of this transformation is the internalisation of the five company Values: people, empowerment, professionalism, client focus and continuous improvement. The transformation process has strengthened, as the concept of Values has now matured to a point which predisposes employees for newer and better ways of doing things. The year, in fact, saw a number of challenging internal reform initiatives that immediately put to the test the new mindset. The initiatives themselves were aimed at changing traditional business practices by leveraging technology to increase the Company’s ability to be far more responsive and pro-active, thereby improving service to customers. Foremost among these were the implementation of a new Service Management System and a number of ancillary, but no less fundamental initiatives, such as the launch of the Client Portal and the implementation of the Network Management System. The experience gained by staff driving and carrying forward these changes has been immeasurable, injecting confidence in the Company’s ability to continue with the transformation.