Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.
The council’s ICT department consists of approximately 160 staff, supporting around 5000 technology users.
Liverpool City Council decided to replace a number of ‘point’ Service Management solutions with a single integrated solution that could also provide end user portal functionality. The council aimed to enable a streamlined and speedy migration from current to new solutions, and to support continued service improvement, expansion and efficiency.
The council implemented Alemba’s vxStore as single, integrated solution to provide their ICT customers with a service catalogue. The vxStore solution helped Liverpool City Council achieve:
- End-to-end automation of their procurement and business change processes
- A 30% reduction in calls to the ICT Service Desk in 3 months
- A robust audit trail for reporting
- Increased customer satisfaction through self-service and increased visibility of Request progression
“For the last 3 months, compared to the same 3 months in 2016, we have seen a 30% reduction in phone calls to our ICT Service Desk”