Bracknell Forest Council

Many organisations struggle to provide a first-rate IT support service to their end-users - to the frustration of IT managers and users alike. But, as Bracknell Forest Council discovered, there's no need to do anything too radical to improve service, provided you choose the right support partner.After several meetings in August 2004, Bracknell took the decision to pilot Plan-Net's Co-Sourced Support service on the basis of taking two IT support engineers from Plan-Net to replace two contract staff. It wasn't long before the council started to see the benefits, as Caroline Stacey, Customer Services Team Leader at Bracknell Forest Council describes."Historically we would just use contractors to fill the gaps when we were short of staff but they didn't demonstrate the same commitment as the Plan-Net staff we are now using. We also found the contractors to be more expensive, so the value for money we are now getting ...
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