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Transforming IT support in Parliament

Posted by: , Posted on: - Categories: Digital transformation, Service design, Technology

Row of people working on computers. The camera focuses on their hands,

The Transforming Digital programme is working to improve the service for resolving IT issues in Parliament. The team is focusing on the end-to-end journey from raising an IT issue when it first appears to getting it solved.  

To do this, we need to make sure that we have the right platform and tools in place. The IT Service Management (ITSM) project is designed to help us do just that.

Better support, better management

In April 2022, the project implemented ServiceNow, a market leading ITSM platform, and a new internal IT support application, called Digital Service Online. This has helped to lay the foundations for transforming IT support at Parliament.

Our overall ambition is to:

  • enable continuous improvements, so services can evolve to meet changing customer needs
  • demonstrate cultural change by moving our digital approach from a project-led model to a customer-focused service model

Changing customer behaviours

Since Digital Service Online was launched, we've seen a number of improvements, including:

  • an increase in the number of tickets logged via the new system – this is up from a peak of 18% with the previous ITSM platform to 33% with ServiceNow
  • an improved ability for customers to ‘self-serve’ using knowledge articles on the portal – currently there are 1,014 articles in the knowledge base and there have been 6,157 visits to the knowledge base to date

A new model for service support

As well as adding new improvements and functionality to ServiceNow, our focus is also on developing a new service support model. The new model will bring together service analysts and multidisciplinary teams to resolve new issues quickly. Service analysts will learn about an issue and its solution during the process and, assuming an issue is new, a knowledge article will be created and shared. If the same issue happens again, this article is available to other analysts as well as customers who want to fix it themselves.

There are many platforms and services that intersect with this particular customer journey, and we want to define the boundaries and relationships between them, and build a culture of collaboration and clear ownership. We’re also aiming to streamline decision making and build lean service governance so we can focus our efforts on continually improving the experience for customers and staff alike.

Overall, implementing ServiceNow and Digital Service Online has shown us the importance of working collaboratively with teams across PDS. This includes the project delivery team, operational teams, and subject matter experts. Working together has been crucial to ensure we deliver a solution and service that meets the needs of Parliament.

If you're interested in joining our transformation journey, sign up for PDS job alerts.

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