The Royal Borough of
Kingston
upon Thames
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Background:
The Royal Borough of Kingston upon Thames is the second
smallest London Borough (after the City of London) and one of only
four Royal Boroughs in England and Wales. Kingston is situated on
the River Thames in south West London, twelve miles from central
London and eight miles from the M25. Kingston has a reputation as a
high-performing low-spending council. Over recent years, this has
been confirmed by a number of external inspections. In their 2005
Comprehensive Performance Assessment they were rated as a 3 star
council that is improving well.
The Council’s housing department provides the management of select
housing stock available within the community. Having accurate,
easily accessible, up to date information is essential to
maintaining this registrar.
Situation:
The Housing IT Development Department, which supports over 300 users
including areas of the Community Service directorate and external
property maintenance contractors, was in need of a powerful tracking
system to provide technical support. Procurement needed to be
managed, incidents needed to be tracked and resolved, and problems
managed in a central place. Support calls needed to be addressed
quickly and organized for assignment.
Strategy:
The current tracking software being used by the department was not
meeting the need. After looking at several support products, The
Royal Borough of Kingston upon Thames selected the Novo Service
Desk. Not only does the Service Desk include a powerful help desk,
but also a built in knowledge base and asset management system. The
Novo Service Desk was quickly implemented to begin tracking support
calls and incidents.
Results:
Both the Housing Department and IT support personnel are pleased
with the new system. Housing Procurements are now easily accessible
from one central place. The help desk reporting system al-lows the
ability to track jobs that have been resolved and to report common
problems. The Asset Manager is being used to track problem issues to
PC’s. Incidents are now managed in an efficient and timely manner,
providing satisfaction for all. The IT department states that, “Novo
Solutions ‘ease of use’ has been a plus side to its
implementation.”
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