Customer service flying higher at Stansted council

service desk software

December 30, 2009

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Uttlesford District Council has selected House-on-the-Hill’s SupportDesk IT Service Management software to further improve its customer service.
The local authority in North West Essex, close to London Stansted Airport, will initially use the tool as its ICT support desk system but plans to extend this to include a corporate back office function, handling issues such as customer feedback and office moves.
It took the step because it wanted a system which complies with the IT Infrastructure Library (ITIL), internationally accepted guidelines for best practice in ITSM.
We looked at a number of systems and scored them against our criteria which included scalability, value for money and ease of use, said the council’s ICT Manager, Nicola Wittman. All the other suppliers we considered were also market leaders in ITIL-compliant software. She said main improvements would include better control over change management, enhancing customer access through the use of an Intranet-based portal and the ability to undertake customer satisfaction surveys. 
SupportDesk will provide an additional way of contacting the council’s support desk as well as the ability for users to monitor their own calls. The solution will be used initially by staff and councillors.
A predominantly rural district, Uttlesford comprises the main towns of Saffron Walden, Great Dunmow, Stansted Mountfitchet and Thaxted.

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