Enterprise Service Management Customer StoryOne portal, one support desk, many functions
Hull City Council is the governing body for the City of Kingston Hull, employing 14,000 people and serving more than 250,000 constituents.
The council operates a Shared Services model which has adopted an integrated, single support desk approach across various operational areas including Human Resources (HR), ICT, Procurement, Occupational Safety, Facilities Management and various application support functions.
The Shared Service Desk handles approximately 750 calls, e-mails and Web requests every day.
To drive efﬁciency, Hull City Council sets targets for the Shared Services team outlined in a Service Level Agreement (SLA). This means that the Service Desk has a heightened awareness of the cost, quality and timeliness required to deliver support services to the rest of the council competitively – a progressive approach to that end.
Council employees simply log their own queries with IT via Axios’ web or mobile Self-Service Portal, speeding up enquiry resolution. As a result, call logging has now increased from 15% before the assyst implementation to over 78%.
This inherent automation and standardization considerably contributes to the increase in Shared Service Desk efﬁciency and business user satisfaction.