With pressure on public sector organisations such as the police service to reduce costs and focus resources on front-line services, the need for back office support to maintain service levels at reduced cost is more pressing than ever.
Devon and Cornwall Police Constabulary have been able to Launch 24/7 help desk support across their IT Service Management Help desk by deploying a knowledge management solution that enables self service as well as supporting service agents.
With a complex and diverse IT estate, it was essential to enable service agents and end users to have access to a wide range of relevant information while at the same time making it easy to identify critical information based on the specific type of enquiry.
Their approach was 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.