Buckinghamshire County Council has implemented a self-service desk management system in a move it expects will cut ICT direct call support by 50%.
Under Buckinghamshire County Council's Hornbill Supportworks IT Systems Management software, its 6,000 users can request finance and HR forms such as P60s or training courses without having to go through the council’s IT support.
Around 29% of customer requests come in via the portal. The council says it has driven down call volumes in ICT by 16%, while escalated requests have fallen by 45%.
Nick Brennan from Buckinghamshire County Council said the major benefit was that the Supportworks implementation provides a single point of contact to solve issues. “By automating relatively simple processes and using the self-service tools to gain extra information and direct queries to the relevant support desk, we can ensure that our users’ queries and issues cause them the bare minimum of inconvenience,” he said.
The ICT service is planning to implement a cloud computing strategy to make the organisation’s IT resources more flexible and accessible.