About Surrey County Council
Formed in 1889 and based in Kingston County Hall, Surrey County Council has responsibilities to a large number of public sector services such as transport, education, housing, recycling and the local environment.
The service desk team at Surrey County Council comprises of 16 staff, including the Service Desk Manager, who support all departments within the Council including a number who provide external services to the general public. This equates to approximately 11,000 service users ranging from social workers, highway engineers, County Councillors, fire & rescue and administration staff. In 2017 there were on average 9,200 tickets logged on the service desk per month.
Increase productivity and overall effectiveness of the service
The service desk was experiencing a number of challenges which were contributing to a low team morale, such as a large ticket backlog, high abandoned call rate and low resource levels. Collaboration and communication between 1st, 2nd and 3rd line support teams was also in need of improvement. Recent organisational changes had led to further challenges within the service desk, which at times were proving to be counterproductive, resulting in unclear core objectives. The team wanted to focus on tackling these problems to provide a more productive and efficient service for their customers, along with a more positive and aligned team effort for the staff.
Use the SDI Health Check to refine the service improvement plan
The solution was to work alongside the Service Desk Institute to further develop the service improvement plan they already had in place. The service desk was broken down into tactical areas to reveal which current processes required change. An improvement and integration plan was put into place to refocus strategic initiatives. There was a strong need for a consistent message across the wider IT structure which would cover key functions, service definitions, enhancement initiatives and engagement plans.
“Damian (the SDI consultant) was really informative and knowledgeable and very easy to work with. It was definitely beneficial to go through what our current processes were and it helped highlight ahead of the report which areas we needed to work on.”
Emma Faller, Operations Delivery Manager, East Sussex, Surrey, Brighton & Hove City Councils.