Merton Borough Council moves to self–service technical support system

Merton Borough Council has set up a technical support programme to cut costs by enabling more staff to use self-service problem resolution...

Merton Borough Council has set up a technical support programme to cut costs by enabling more staff to use self-service problem resolution.

The council has deployed Hornbill's Supportworks ITSM platform to support 5,000 staff. Merton has so far reduced calls to the IT service desk by 20% by encouraging users to locate problems themselves and log issues electronically.

The decision follows calls from public sector IT professionals for staff to rely less on IT support, as councils move towards a "digital by default" model.

Angela Wint, IT customer support services manager at Merton Borough Council, said the council did not want to take away the telephone support service entirely, but was looking to reduce calls by having 50% of staff use the system by the end of the year.

"In the past, there have been disparate support teams serving different needs across the council. However, users generally have one view of IT, and this often starts and ends with the service desk," she said.

"Improving a user's experience requires us to tear down the silos between the various teams involved in delivering IT services and this is where Supportworks has really come into its own. The added benefit of continuing to consolidate the various support desks is that the IT organisation as a whole now has more time to focus on the real business of IT such as addressing the actual causes of service issues."

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