Basildon District Council improves service desk response times by almost 20 per cent

Basildon District Council has improved its service desk response times by 17 per cent and achieved a service rating of ‘excellent’ by 79 per cent of its customers. The improved response times have followed as a result of its implementation of FrontRange Solutions’ helpdesk software known as HEAT.

After undertaking a review of its service desk tools, Basildon District Council deemed several features as important criteria for choosing helpdesk software including: easy navigation, a user-friendly interface, the ability to monitor trends and analysis, and a simple front-end structure that would ensure staff needed minimal re-training.

“We have to respond to a query in three hours with complete issue resolution in 24 hours.  By using the solution, we’ve been able to achieve our service level agreements and adapt them where necessary. This is of particular importance when servicing our third parties as we must ensure we can meet our SLAs to continue maintaining this extra revenue stream for the council,” explained Ricky Hughes, Senior Network Support Technician at Basildon District Council.

The IT department has been able to categorise queries accurately, and produce reports to identify the top ten most common inbound calls it receives from their staff such as password resets, locked-out users and new employee requests.

“Ten per cent of staff are now using the electronic forms via the intranet.  This frees up my helpdesk team to prioritise the more complex queries and when on the phone also ask more in-depth questions so they can troubleshoot effectively.  If the lines are engaged to the helpdesk, we now have the self-service mechanism so staff still have a way of contacting the helpdesk,” commented Hughes.

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