Hornbill’s solution will replace Waveney District Council’s existing system, which was not able to expand and incorporate new functionality desired for the helpdesk. The project team from the council investigated a wide range of solutions before selecting Supportworks following an evaluation and demonstration of seven competitive solutions. Essential requirements included the ability to log, time track and categorise calls, workflow controls to assign tasks to individuals and automated email integration advising users of their call status. Also important was the ability to support and fulfil the change management cycle from request through to authorisation.
Frontline helpdesk staff on the IT helpdesk will log all support calls using Supportworks and route them through to appropriate staff in application or technical system support. In time the helpdesk will use the asset functionality within Supportworks to store key details of printers and computers that can be referred to during support calls. A knowledgebase has been developed, storing common problems and solutions that will be easily accessed by straightforward searches. Waveney District Council will also use the reporting function to identify common faults and plan pro-actively.
David Cutting, Helpdesk Manager at Waveney District Council commented, "As a council we always strive to embrace technological advances which benefit both our staff and the wider community. The replacement helpdesk system project was an opportunity to do just that – increase our levels of internal support to officers so they in turn could offer a better and more efficient service to the community at large."
Mr Cutting continued, "Supportworks gained the highest functionality score in the evaluation process and impressed everyone involved with the project. We assumed it would be prohibitively expensive however this was not the case. When we compared price against functionality, Hornbill obtained the highest value-for-money score in terms of cost against functionality scoring."
Gerry Sweeney, Managing Director at Hornbill Systems, commented, "Supportworks offers significant price/performance value over its competitors. Supportworks is a very capable solution with real features that automate and simplify the day to day aspects of the support function. As David has identified, Supportworks is unmatched in terms of functionality, ease of use and cost of ownership. David’s story is not uncommon, many of our new customers have replaced other vendors’ solutions because Supportworks simply offers more for less. Offering the best solution and the best value has been our aim and I am pleased we are delivering this to our customers time and time again."
About Waveney District Council
Waveney District Council is a Suffolk Local Authority. It is responsible for environment and urban regeneration, housing, leisure, administration of council tax, and business in the area.
It has 1,000 employees and the latest census cites 110,000 citizens.
For more information please visit: http://www.waveney.gov.uk
