Case Study: Borough of Poole

Borough of Poole invests in its future with Sunrise IT Service Management

Borough of Poole is the local government authority serving the needs of citizens in the Poole, Dorset, region of the UK. Comprising 16 wards and represented by 42 councillors, Borough of Poole is responsible for the running and implementation of public services across the town.

With more than 3000 customers across 17 departments and located in 151 sites throughout the Borough of Poole, the ICT and Customer Support team provides internal first and second line IT support services to the Borough’s 5000 employees.

Upgrading to a complete Service Management System

In 2012, the Borough of Poole’s incumbent ITSM solution – predominately an incident management product with a separate toolset for change management – was due for renewal. Having reviewed the functionality and associated costs of the legacy system, it was decided that it was time for change with the council taking the opportunity to uplift its solution and capitalise on the latest technological advancements available.

Simon Rees, ICT Customer Support Manager at Borough of Poole, explains: “We’d had our previous solution installed for 12 years and in truth, it was a clumsy and under-developed legacy system that was no longer meeting our requirements. We knew there were advanced alternatives available in the marketplace and we wanted to start looking a little further ahead at the authority’s long term strategy and adopting an enterprise service management approach.”.

With competitive solutions’ functionality and usability scored against pre-defined criteria, Sunrise Software ITSM came out on top.

“It has the right combination of cost, a user-friendly interface and functionality, alongside the web-based, cross platform accessibility, which enables the teams to login to the platform via mobile devices such as tablets and smartphones. This combination sets Sunrise ITSM apart from the competitive offerings that we reviewed” added Simon.

The outcome? Since the launch of the Sunrise self-service portal, all the outlined objectives have been met and, in all cases, it has exceeded expectations. Initially, the team set the target of 25% of tickets being raised via the self-service portal within two years. As of December 2016, 44% of tickets are now being raised through the self-service portal, with the service desk seeing a reduction of 12% in telephone demand and 35% on email demand.

Download the full case study to discover more.

 

 

Key Info

Sites

151

Customers

3000

Self Service target

25%

Self Service achieved

44%