Hornbill’s Supportworks Proves a Winner for Camelot Group
Camelot Group, the operator of the National Lottery, runs one of the most cost efficient lotteries in the world, using only 5 per cent of its total revenues in operating costs. Camelot prides itself on running a tightly controlled ship – efficiencies throughout its operations are of vital importance. Since Camelot depends so heavily upon its IT services to ensure the smooth operation of its lottery systems, having first rate IT support services is essential.
Camelot is committed to raising money for Good Causes designated by Parliament. To date, over £16 billion has been raised, benefiting more than 180,000 individual projects across the UK.
The IT department implemented Hornbill’s service desk management software, Supportworks, to assist its IT support staff to provide round the clock support for Camelot’s internal users of the network, server and desktop systems.
The IT group supports around 1,200 users based nationwide across Camelot’s seven offices, as well as a further 150 remote users who are field based. The desk, with just seven staff in total, is the first point of contact for the business dealing with IT incidents and requests.
Improved customer service through effective logging and tracking of enquires
The second line support teams are the desktop support, Intel support, interactive and operations service and problem management. All use Supportworks to track and log call progress. Other Specialist groups within the organisation also now use data recorded on the system in the Asset management toolset, for performance metrics and internal audit information.
Use of knowledgebase has enabled first-line service support to increase first time fix rate
The team has worked on the development of knowledgebase facility within Supportworks. To date the Service Desk and desktop support team has been using the knowledgebase to share information and has seen improvements in the first time fix rate. Once this has been fully tested by the first line team, the intention is to roll out the feature to other departments, and ultimately to internal customers in Camelot via a web self-service feature.
Self-service enables customers to check call status and search the knowledgebase, reducing helpdesk calls
Since implementing Supportworks, the IT service desk team has seen its role evolve from a reactive helpdesk that is demand driven, to becoming a highly evolved proactive support function with a business focus.
Following the merging of the desktop and service teams to provide one IT Service Support Centre, the Service Desk has rolled out Service Level Agreements throughout the twelve business areas that it supports, using information from Supportworks. This has helped to set clear expectations and service measurements for the different units.
Integration of Supportworks with third party applications enables more accurate, synchronised asset and user data, enabling faster customer response
Throughout the decision process of choosing a service management solution it became apparent to the Camelot team that Supportworks could achieve everything that it wanted of a product and was competitively priced. Furthermore, it could be easily integrated with existing applications.
Camelot’s service desk won the top award at Help Desk Institute’s 2005 annual awards. The award acknowledges that the helpdesk operation is providing levels of service that meet globally recognised industry standards, and Supportworks played an important part in winning the award.
Following the success of the implementation so far, Camelot is going to be part of the beta testing team for future releases of Supportworks, so that they can continue to input into the development process. Camelot’s IT team is also working with the facilities department to develop a system to log and track all facilities-related requests.
At a glance
Supportworks ITSM Enterprise
Managed Services Provider with mature ITIL processes
- Improved customer service through effective logging and tracking of enquiries
- Use of knowledgebase has enabled first-line service support to increase first time fix rate
- Self-service enables customers to check call status and search the knowledgebase, reducing helpdesk calls
- Integration of Supportworks with third party applications enables more accurate, synchronised asset and user data
- Assetworks Discovery enables effective collection of data and management of assets, reducing the number of 'lost assets' and associated costs