East Sussex County Council ICT Services team are using Supportworks to make best use of technical resources while improving customer service.

East Sussex County Council (ESCC) provides services to nearly 232,000 households; these range from providing social care for vulnerable adults and children to transport and waste management. The council also promotes East Sussex to businesses and visitors. With this the in-house ICT Services team is constantly looking at ways to improve efficiency through the best use of IT. As part of this continuous improvement, effective IT service management is critical.

Supportworks was implemented by an in-house team of technicians and managers including service desk representatives, with help from a Hornbill consultant. The solution went live in October 2014.

Supportworks is used by 150+ people within ICT services. The service desk uses it to log all incidents and requests received by phone and email, while analysts and other technicians manage their work with features like workflow. End-users county-wide are actively encouraged to use the self-service portal. Users can access the system at any time via either the full client or the web client, from mobile devices if required. Technicians and end-users alike report that the solution is much easier to use than its predecessor.

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