Core Categories

• IT Support
• Strategy & Transformation
• Information Security
• IT Recruitment
• Infrastructure
• ITIL Compliance & Accreditation

Bracknell Forest Council

Instant improvements thanks to the benefits of Co-Sourced IT Support

Background

• The Council had a desire to deliver a more effective IT support to its 1,800 IT users located across different sites
• Customer service quality was being compromised by a low level of first-time fix and a slow response from Desktop Support, which brought caused unnecessary delays and downtime
• The wish was also to improve end-users perception of the IT team and overcome the lack of connection between the Service Desk and the Desktop Support team
• Two Co-Sourced staff were required to substitute two contractors

Plan-Net\'s intervention

• Plan-Net initially provided two support people with a higher level of skills to bridge the gap between the Service Desk and the Desktop teams
• The engineers assisted both teams, rotating phone-based duties with time working alongside the Desktop Support team to visit customer and address their IT-related problems face-to-face
• Knowledge and expertise were shared with support staff from both teams in order for them to be able to operate independently

Results

• Service remarkably improved within a short period of time
• Greater interaction between the Service Desk and Desktop Support teams through staff sharing has helped to bring the two teams closer, allowing them to better understand each other\'s way of working
• The team now makes an effort to adapt working practices to deliver a better level of service to end customers
• Plan-Net staff proved less expensive and more committed than the contractors used previously
• Keen to build on the noticeable improvements, Bracknell has decided to deliver even better services levels by embracing ITIL best practice framework, asking Plan-Net to deliver ITIL awareness training across the department

DOWNLOAD THE CASE STUDY (PDF)

Related Files

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  Print - Bracknell Forest Council.pdf(1.05 MB)