Kent County Council has become the first public sector organisation to achieve a four star rating from the Service Desk Institute (SDI), in recognition of IT customer support.
The council uses Hornbill’s service desk software to support the core ITIL standard processes of incident, problem and change management, and the council recently brought in a self-service portal for all staff to help improve their support. The SDI sets best practice service desk standards.
Customised self-service portals have been provided for the adult social services, children and families, and libraries directorates, a move designed to enable Kent County Council to tailor service experiences in accordance with the needs of users. This has resulted in measurable improvements in customer satisfaction, a major requirement of the SDI certification, Kent said.
Marie Beard, operations service manager at Kent County Council, said: “Joining up incident, problem and change management was important because it gives us a much more efficient way of working. For the SDI certification, we needed proof that we had integrated the three disciplines and improved service quality, which Hornbill's Supportworks software provided."
Since implementing Supportworks, Kent has seen call abandonment rates fall 70 percent, and around 80 percent of calls are now resolved within one working day. In addition, call waiting times have reduced by 75 percent to an average of 19 seconds.
Customers are able to rate the service they receive for each call simply by clicking on a link in the email they receive notifying them when the call is closed. This has encouraged customers to give feedback, which has helped the service desk to monitor performance of both individuals and teams to determine how service can be improved.
In other IT service news, the Navy, Army and Air Force Institutes (NAAFI), which provides catering, retail and leisure for the British Armed Forces based across the world, recently centralised its IT service desk.