BAE Systems: Service Desk Innovations Improve Employee Productivity
Client: BAE Systems
Challenge: Keep the service desk up to speed as new technologies develop and create new ways for employees to work.
Solution: CSC’s ongoing service-desk improvement programme, including an online incident-logging tool and a knowledgebase of self-help information for BAE Systems’ UK employees.
Results: Eighteen months after launch some 1,900 incidents are logged online each month, accounting for more than 8% of new incidents logged. At the same time, the service desk has seen a 9% reduction in overall call volumes.
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CSC has been providing an IT service desk to the majority of BAE Systems’ UK since 1994 and has continually improved the service it provides in response to changing needs. In 2006 we embarked on a transformation programme to improve behind-the-scenes service-desk technologies and skills, and offer more self-help capabilities to users.
In 2008, we launched a new online service-desk tool that BAE Systems’ UK employees can access via a shortcut on their desktop or from the intranet. It lets them raise IT support requests at any time of the day or night, track the status of existing incident tickets, and add comments as necessary. Most importantly, it gives users access to a growing knowledgebase of self-help information.
Call volumes reduced
The online service has proved popular with users. 18 months after launch some 1,900 incidents are logged online each month, accounting for more than 8 percent of new incidents logged.
At the same time, the service desk has seen a 9 percent reduction in overall call volumes. Although there’s no way to know how much of this drop is due to users finding answers in the self-help knowledgebase, BAE Systems know that knowledgebase scripts are being accessed around 5,000 times each month.
'A real step forward'
“We’re pleased with these measurable improvements delivered by CSC’s service-desk programme,” says Nick Walker, head of Customer Engagement, Enterprise IT Services at BAE Systems. “Employees can use the online service to solve their own problems and log non-urgent calls, which frees CSC agents to focus on the more urgent calls."
"The service desk improvements are a real step forward for both CSC and BAE Systems," he says. "The combination of innovative technology and staff development has resulted in real cost saving, improved value for money and enhanced end user experience - as shown in the results of the annual IT Customer Satisfaction Survey."