Kent County Council Streamlines Service Desk Operations with Hornbill's Supportworks ITSM
January 7th, 2009 -- Four star council provides faster response times and manages workload more efficiently with fewer staff.
Kent County Council carried out a detailed selection process, including a proof of concept exercise, evaluating solutions from their incumbent supplier Touchpaper, alongside Remedy and Hornbill. Hornbill's Supportworks ITSM was the preferred choice, as it was the most user friendly and easiest solution to use, as well as meeting the Council's functional requirements out of the box.
Paula Davies, Service Desk Manager at Kent County Council commented, "We particularly liked the apparent simplicity of Hornbill's solution. It handles quite complex and powerful processes while making it very easy for the end user. This ease of use, particularly in the management of priority calls and SLAS has, we believe, enabled us to manage our workload better resulting in faster response times to customers."
The second phase of the implementation, which will commence early in 2009, will cover the introduction of the Configuration Management Database and Change Management. When this is completed the Service Desk anticipates far more effective communication with users of the 600 applications that it currently supports. Paula Davies explained, "With the introduction of the Configuration Management Database we will be able to align services to people. This means that we will be able to segment our customers so that they only receive alerts and communications about relevant applications and services. The Council-wide recognition, that our customers are different and so need different services, was one of the key elements that resulted in the Council achieving a Customer Service Excellence award. Supportworks ITSM will help us to maintain and extend this level of customer service commitment."
Gerry Sweeney, CEO of Hornbill Systems commented: "Kent County Council operates as a multi-million pound business with a hugely diverse customer base spread over a large geographic area. Supporting staff providing such a wide range of services requires a strong customer service ethos – which Kent County Council demonstrates admirably – coupled with efficiency and attention to detail. Kent has harnessed Supportworks ITSM to help it meet its challenging customer service targets by automating and streamlining as many processes as possible, while ensuring that customers still receive an individual service."
NOTES TO EDITORS:
About Kent County Council
Kent County Council is one of the largest councils in the UK, employing over 44,000 full and part-time people. It has achieved a four star rating from the Audit Office in its annual Comprehensive Performance Assessment for the last six years.
The council provides a wide range of services including; maintaining roads and highways; processing and recycling half a million tons of rubbish each year; educating 200,000 children; running libraries; providing adult education; and providing youth and community services. It provides care packages for older and handicapped people, and for children requiring 'looking after' including arranging foster care.
Kent County Council is based at County Hall in Maidstone with over 500 other buildings across the county.
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Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworks applications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise. Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.