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Helpdesk consolidation cuts Hillingdon’s carbon footprint

Hillingdon Council has reduced its carbon footprint through a consolidated and enhanced IT service desk. Working with the Service...

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Hillingdon Council has reduced its carbon footprint through a consolidated and enhanced IT service desk.

Working with the Service Desk Institute (SDI), Hillingdon has reduced its carbon footprint by 28 tonnes in five years by consolidating its IT service desks.

SDI has been working with the council to support the centralisation of its ICT support department, and to ensure the consistent delivery of service desk operations to support flexible working for council staff.

The project is part of the council's Hillingdon Improvement Programme.

Hillingdon's ICT support operation is staffed by 43 IT professionals and supports 3,050 end-users across the borough.

Hillingdon consolidated five IT service support teams, each of which had different methods of working and were based at different geographical locations, into one department.

Roger Bearpark, assistant head of ICT at Hillingdon, said, "We looked at a number of consultancy service providers at the start of our consolidation project, but SDI was the only one able to provide the practical, hands-on experience we needed.

"SDI membership has also provided an invaluable opportunity to meet with people from a diverse range of businesses, both in the public and private sector, so that we can learn from their experiences."

The enhanced ICT service desk has supported a big increase in the take-up of staff flexiworking/homeworking across the council: from 14 employees in 2004, to over 700 in 2008, saving 55,000 travel kilometres in the past year alone.

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