Maintaining service delivery through a period of change

A responsibility to provide essential support
Formed in 2020 through the merger of five councils, Buckinghamshire Council provides over 750 services to local business and over 600,000 residents. With around 5,000 IT users, it is a sizeable operation.

While going through a substantial change, maintaining the delivery of key responsibilities presented a range of challenges to council staff. An important priority was to manage critical support services through a single, unified platform rather than a series of disconnected spreadsheets.

Buckinghamshire Council found the solution in ServiceNow IT Service Management. It created a self-service portal for council staff that provides a single point of access to previously scattered resources. The result was a transformation in how staff interact with the council’s IT service desk, with over 75% now using the portal as their point of access.

The portal’s flexibility and automation capabilities now provide support across the council and its support for vulnerable clients, and its deployment is only going to become more critical.

“It’s a real game changer,” explains Tony Ellis, Service Director for IT at Buckinghamshire Council.