Tendring District Council meets changing local government needs with Sunrise Software

Essex-based council effectively brings technical products and services in-house and helps IT transformation with Dawn ITSM

Chessington, Surrey, four December 2018 – Dawn Tool, a number one provider of IT carrier control (ITSM) tool, nowadays introduced that Tendring District Council in Essex is the use of Dawn ITSM to reinforce its workforce and underpin IT transformation.

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The council supplies a complete vary of products and services to 145,000 citizens within the north east of Essex. Overlaying rural districts, the vacation accommodations of Clacton, Frinton and Walton, together with the port of Harwich, its inhabitants grows considerably in the summertime because of tourism. The carrier table helps over 750 workforce, together with 60 councillors, situated throughout 20 websites.

Tendring DC applied Dawn ITSM when returning to an in-house supply style, after outsourcing IT products and services for 23 years. Following a complete comfortable procedure, it decided on Dawn ITSM for 3 primary causes – a detailed are compatible with the council’s necessities, the truth that the answer delivered worth for cash, and that it equipped an economical option to make bigger as wishes grew. Moreover, Tendring had labored with Dawn up to now, when working IT products and services in-house and right through the primary ten years of its outsourcing contracts.

The use of Dawn supplies Tendring Council with a platform for the longer term. The previous 3 years were extraordinarily busy for the council, with huge exchange, together with an organisation-wide Transformation Programme. Key components of this were place of work rationalisation, customer support channel shift and bigger funding in IT, together with the implementation of recent unified messaging products and services by the use of Skype for Industry and supporting better cell and faraway operating. An efficient IT carrier table is essential to underpinning this change.

“We see the carrier table as IT’s store window, as it may continuously be the one direct touch that end-users have with our crew,” mentioned Judy Barker, Knowledge Governance & IT Services and products Supervisor, Tendring District Council. “We due to this fact sought after to offer an effective, efficient and proactive carrier after we moved again to an in-house style. Dawn allows us to effectively ship a just right high quality of carrier to our shoppers, serving to the council to reach its targets and in flip ship the most efficient conceivable carrier to Tendring’s electorate and guests.”

The council now advantages from a complete IT carrier control platform to reinforce its councillors and workforce. In addition to dealing with carrier table queries, the 2-level reinforce crew supplies workforce being able to elevate safety considerations and incidents. It receives round 35 incoming calls according to day, logged through phone, e-mail and face-to-face channels. The crew is skilled to hold out round 20 forms of first line fixes, in addition to having the ability to assign extra complicated queries to 2 other groups for solution. Total, the carrier table crew, councillors and workforce are extraordinarily pleased with the answer.

Geoff Rees, Director of Industry Services and products and Gross sales at Dawn Tool, feedback: “For councils of all sizes, generation is on the middle of contemporary native executive. As Tendring Council’s good fortune displays, the IT carrier table is important to underpinning virtual transformation and making sure that the council meets the converting wishes of electorate and companies.”

The IT carrier control crew is now having a look at additional extending the way it makes use of Dawn, specifically round putting in exchange control and deploying self-service. This will likely permit the crew to increase the reinforce it gives with regards to carrier table hours, with minimum affect on resourcing.

Moreover, whilst the council isn’t these days a heavy person of the ITIL method, it’s one thing that the crew believes will grow to be extra essential sooner or later. Because of this, Tendring has 4 absolutely skilled ITIL basis officials. They have got already been the use of the method, and the ITIL reinforce inside Dawn, to benchmark capability during the last 3 years.

To learn a complete case learn on how Tendring District Council makes use of Dawn ITSM. https://www.sunrisesoftware.com/casestudies/case-study-tendringdc/

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About Dawn Tool
Dawn’s experience in IT Carrier Control tool is constructed at the enjoy of operating with loads of shoppers – throughout all sectors and industries. In an age the place buyer and worker enjoy is pushed through prime expectancies, we help organisations within the control of environment friendly trade processes to lend a hand them succeed in their finish objectives. Dawn’s shoppers use ITSM tool to control workflows, monitor and document place of business duties, occasions and actions to ship better productiveness and buyer delight around the organisation.

Through operating hand-in-hand with enterprises, carrier suppliers and public sector entities, Dawn supplies tool that turns into the spine for handing over and managing products and services inside their organisation. Dawn’s absolutely configurable resolution will also be applied by the use of SaaS or on-premise and extends from ITSM and Exterior Buyer Carrier and Shared Carrier desks, thru to HR, Finance or Amenities Control groups.

Headquartered in Chessington, UK, Dawn Tool, an IBM Industry Spouse, has 20 years of enjoy within the carrier control and repair table industries and harnesses this information to ship answers that meet actual trade wishes.

For more info, please consult with: www.sunrisesoftware.com or connect to us on Twitter, or LinkedIn

Media Touch
Ann James
Advertising and marketing Director
T: 020 8391 9000
E: ajames@sunrisesoftware.com

Chris Measures
Measures Consulting (PR company for Dawn Tool)
T: 07976 535147
E: chris@measuresconsulting.com

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