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Hampshire County Council

VEGA has helped Hampshire County Council apply ITIL Service Management best practice to the provision of centralised ICT support service for Hampshire’s 540 schools.

The Challenge

The Education ICT (EdICT) department of Hampshire County Council provides ICT solutions and support services to Hampshire’s 540 schools. The ICT solutions range from infrastructure to operating systems and specialist applications (mainly SIMS). Support is provided via an ICT Service Desk and two support teams (Infrastructure and SIMS).

After receiving disappointing results to a customer satisfaction survey, EdICT recognised that their ICT Support arrangements and procedures could be improved, and in particular highlighted the following issues that they believe needed to be addressed:

• The underlying cause of poor customer satisfaction needed to be investigated and clearly identified
• Logged incidents needed to be cleared more quickly, without additional staffing and to enhance the service to users and their perception
• There was a lack of robust ICT Problem Management process and issues with their existing Service Management processes and procedures
• There was a need to improve the quality of management information

How VEGA helped

In order to address these issues, VEGA undertook a three-stage approach, which resulted in three formal deliverables:

• Stage 1 – Investigation – VEGA analysed the results of the customer satisfaction survey in order to identify the true underlying cause of the customer’s lower than expected levels of satisfaction.
• Stage 2 – Gap and Options Analysis – Using a key stakeholder workshop, VEGA then reviewed the way in which support was currently provided. VEGA subsequently conducted a gap analysis comparing current EdICT procedures against industry ICT service management best practice (ITIL) and made recommendations for improving them and, also, addressing the factors that were causing the customer perception issues. The conclusions and recommendations of this analysis were then documented and presented to key stakeholders at a workshop for discussion and to seek their endorsement of the recommendations.
• Stage 3 – Updating of EdICT Service Management Procedures – Once the recommendations of the Stage 2 report had been endorsed by EdICT, their existing Service Management Procedures document was updated by VEGA to reflect the recommended changes.

Value delivered

As a result of VEGA’s expertise and support, the Council now has a much clearer understanding of ITIL Service Management best practice and how it should be applied to the support provided to the 540 schools in Hampshire. Implementation of VEGA’s recommendations contributed to an improvement in EdICT customers’ perception of the service being provided to them.

Testimonial

Support Services Manager, Steve Riddle, said: “VEGA’s friendly, professional and inclusive approach ensured that we were all brought up to a common level of understanding of the issues we faced and were all bought into the solutions for overcoming them.”

Contact VEGA for further information about our work in Government