Local Authorities Solutions

Local Authorities consistently strive to deliver the best possible service to their local community by seeking ways to improve their efficiency. With more and more reliance on IT to deliver services into the community, the need to effectively deliver, manage and maintain equipment has never been greater.

Using spreadsheets or in-house developed systems is no longer adequate to deliver the quality of service which is required. Local Authorities are adopting SupportDesk to retake control of their IT infrastructure to:

• Reduced service desk workload through the SupportDesk Self Service Portal providing staff with interactive access to the councils support operation 24/7 via a web browser.
  
  
• Keep staff informed with bulletins to notify them of ongoing and planned activities and knowledge base articles enabling them to solve their own incidents without tying up service desk resources.
  
  
• Improved customer services with logging of support incident via phone, web and e-mail with automatic notification when problems are resolved or workarounds are available.
  
  
• Best practice service support conforming to the ITIL ® framework for service support.
  
  
• Live graphical views of the support environment with interactive reporting including Key Performance Indicators via a Management Console which can be distributed throughout the council to demonstrate the support operation status.
  
  
• Improved operational efficiency through defined, structured processes for centrally managing, prioritising and resolving incidents.
  
  
• Provide Accountability and Visibility of the support operation, to demonstrate how the investment in IT at the council is performing in relation to Key Performance Indicators (KPI) and Service Level Agreements (SLA).