Stockport Council is the local authority for the Metropolitan Borough of Stockport, part of Greater Manchester, England, UK. The ICT department has over 3,500 Council customers, delivering services to a population of nearly 300,000. It faces multiple challenges, chief among them to drive efficiency while keeping customers happy.
ICT’s journey towards gaining ISO/IEC 20000 certification started in 2002 with the adoption of ITIL®. Having gained ISO/IEC 20000 certification, it has seen multiple benefits, including:
- The cost of delivering the ICT service has reduced by over £0.75m (15%)
- The percentage of incidents resolved within agreed fix times has increased from 92% to 97%
- The number of Emergency Changes over a twelve month period has halved.
ICT personnel now have a flexible approach, working together closely The services, targets and priorities are all focused by Stockport’s business needs in the context of diminishing resources, staff efficiencies and providing better value for money.
Here’s the full case study by Lynda Cooper.