Like many organisations requiring 24 hour IT support, police forces across the UK are faced with pressure to reduce cost and at the same time concentrate their resources to deliver front line services. Achieving both is challenging.
Devon and Cornwall Police constabulary were able to remove the expensive overnight IT service desk shift by introducing a knowledge management software enabled self-service solution for tier 1 support.
Their approach were implemented with their IT support partner; Capita and had to accommodate a number of challenges often faced by IT support organisations, these included:
- Many documents and sources of information that needed to be accessed in order to provide effective support
- Needing to deploy a solution quickly without having to re-purpose existing sources of information
- Statutory requirements to audit support documentation to ensure this is up to date and compliant
- Induction of new starters in the organisation to ensure they become effective with minimal delay
Working through these requirements and providing an effective solution required deployment of a knowledge management solution that addressed the need for quick deployment and low management overhead. This case study describes how the individual challenges were met. Download the case study and gain insights into effective deployment of knowledge management solutions in IT support.