High levels of security and user-friendliness with NetOp Remote Control

Riksskatteverket – RSV, or the National Swedish Tax Board – is the authority in Sweden responsible for taxation, civil registration and the collection of tax. There are almost 14 000 computer users working for RSV group who handle vast quantities of sensitive information which is crucial to society. When it comes to using IT, RSV is one of the Swedish authorities at the leading edge.

The National Swedish Tax Board has been using Danware’s NetOp Remote Control software since 1996, and is very pleased with it. “We’re just in the process of installing Windows 2000, and we’ve upgraded our clients to NetOp Remote Control, version 6.5.”

“Mirroring”
“When we upgrade or replace applications, it’s important for us to be able to operate computers by remote control, or ‘mirror’ them, as we call it,” says Robert Ekström, administrator and technical manager for NetOp at RSV. “When we switch applications, what appears on screen looks different, and a lot of users all end up having similar problems. This is where NetOp is of great use to our central helpdesk. Mirroring is a simple way for helpdesk staff to show users how to use the new software. One excellent function in NetOp allows you to remote-control a number of computers all at the same time. Our helpdesk can quickly check to see whether a problem has occurred during installation or with the server, or whether it’s down to the fact that users haven’t yet learnt the system.”

Security and integrity
The National Swedish Tax Board includes both tax authorities and enforcement services, and its officers are responsible for sensitive documentation concerning both companies and private individuals. It must be possible for citizens to have complete trust in the way in which these authorities deal with matters. In their turn, individual officers must feel that they have control over the material which is protected by their user IDs and passwords. Demands for security and integrity were therefore absolutely crucial when the National Swedish Tax Board decided to purchase remote control software.

“During the purchasing stage, we were able to establish that no company other than Danware was able to supply software in which stringent demands in terms of security, user integrity and functionality were combined,” says Thomas Hellström.

This software meets these demands. Users have confidence in mirroring as an aid – that is obvious. And users know that no-one can operate their computers by remote control without them knowing about it. Users themselves are the ones who initiate contact with the helpdesk. In this software, the user has to use a dialog box to permit the IT engineer to take over control of the computer. A log is also kept which indicates when NetOp is used. “Even though the IT engineers can close NetOp, as a rule we always let the users close their own mirroring sessions. Psychologically, that’s important,” emphasises Robert Ekström. “And while the helpdesk is controlling the computer, the IT engineer describes what he’s doing over the telephone.”

Cheaper and faster
“It’s a weird feeling, sitting at your computer and watching an engineer in another town, maybe 500 km away, control what’s happening on your screen. The fast transfer rate is incredible, too,” says Robert Ekström.