Broadland District Council in Norfolk outsourced the management of its information services to Digica in a long-term contract. Digica's current contract was renewed a year before its planned expiry date, demonstrating Broadland's commitment to Digica and its satisfaction with the relationship so far.
Since 2001, Digica has provided a fully-managed service supporting Broadland's desktop, network and server infrastructure via a dedicated on-site team. A centralised service desk and applications management team also form core elements of the service.
Digica was selected for its innovative approach to service delivery, ability to provide proactive remote support and understanding of the issues that are driving information technology in the public sector.
“We chose Digica because its approach to service delivery is strongly focussed on providing efficiencies, helping us to meet the Gershon targets,” said Matthew Cross, Strategic Director of Organisational Development at Broadland District Council. “Since we started working together, Digica has always delivered a solid service to Broadland.”
Broadland District Council serves the northern suburbs of Norwich and the rural area to the north and east of the city that includes Aylsham, Acle and Reepham market towns and numerous villages. This covers 55,215 hectares with a population of 119,500.
Information technology is increasingly important to the support and delivery of council services to the public. Maintaining and improving existing services while working to implement innovation and support Government initiatives such as Best Value and the drive towards e-Government is the dual challenge facing Broadland District Council.
The initial contract was awarded after competitive tender. The council recognised the need for a strong partnership with an established service provider that could demonstrate the correct combination of skills, capabilities, innovation and experience.
A key feature of the contract is Digica’s innovative approach to proactive desktop support. Support staff based at the company’s Interactive Service Centre in Woking use a range of advanced remote diagnostic and management facilities to view an individual desktop computer anywhere on the council’s network and either fix a technical problem or show the user how to work through a specific application task. The aim is to reduce the number of interventions by local support staff and enhance user understanding of core business applications.
In addition to managing its NT based information services, Digica has also worked in partnership with the council to help develop and implement an IT strategy that meets future business requirements.
“We chose Digica because its approach to service delivery is strongly focussed on providing efficiencies, helping us to meet the Gershon targets,”
Matthew Cross, Strategic Director of Organisational Development at Broadland District Council.