Shared services helpdesk implementation

The project issues
The Council was developing a county-wide ICT Strategic Partnership to facilitate the delivery of shared services. As part of this project, they wanted to implement a helpdesk for shared customer services delivery and asked for Socitm Consulting’s advice.

The Socitm Consulting solution
We began by asking key stakeholders including Helpdesk Managers to complete a questionnaire outlining details of the systems used, contract details, functionality and services administration. We then facilitated a workshop for all stakeholders, at which questionnaire responses were clarified and relevant managers were able to meet.

We then produced a report making a series of recommendations as to how a shared helpdesk could be implemented. These included establishing a joint Helpdesk group, consistency in escalation procedures, ownership of calls, call routing, closure of linked calls, identification of assignment of specialist cases, software changes, out of hours support, communication, information sharing, performance measures and consistency in remuneration.

The benefits to the client
Through our knowledge of best practice in shared services and helpdesk implementation, Socitm Consulting was able to assist the Council in establishing the foundations of a shared helpdesk facility as part of its strategic partnership. With a clear action plan in place, the Council is optimally placed to significantly improve the effectiveness of its customer services delivery.

Project identification
Client organisation: Lancashire County Council
Client contact: David Lewis, Head of IT Adult and Community Services, 01772 534318, david.lewis@ssd.lancscc.gov.uk 
Lead consultant: christine.westlake@socitmconsulting.co.uk
Project no: 5550