{"id":8071,"date":"2023-08-03T13:59:48","date_gmt":"2023-08-03T13:59:48","guid":{"rendered":"https:\/\/www.aditaas.com\/aditaas\/?p=8071"},"modified":"2024-02-20T12:38:40","modified_gmt":"2024-02-20T12:38:40","slug":"civic-center-uk","status":"publish","type":"post","link":"https:\/\/www.digitaldesk.net\/digitaldesk\/civic-center-uk\/","title":{"rendered":"Civic Center, UK"},"content":{"rendered":"<p id=\"viewer-ap77n\" class=\"xVISr Y9Dpf bCMSCT OZy-3 lnyWN yMZv8w bCMSCT public-DraftStyleDefault-block-depth0 fixed-tab-size public-DraftStyleDefault-text-ltr\"><span class=\"B2EFF public-DraftStyleDefault-ltr\">The customer is the local authority in Greater Manchester, England. Provides the majority of local government services.<\/span><\/p>\n<h2 id=\"viewer-8illf\" class=\"qDGi6 Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT public-DraftStyleDefault-block-depth0 fixed-tab-size public-DraftStyleDefault-text-ltr\"><span class=\"B2EFF public-DraftStyleDefault-ltr\">Business Solution<\/span><\/h2>\n<ul class=\"public-DraftStyleDefault-ul\">\n<li id=\"viewer-8et5o\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size public-DraftStyleDefault-reset OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">\u201cThe look and feel of the customer\/citizen portal were very important to us and the Digital Desk platform is extremely intuitive and easy to use\u201d. \u201cWith Digital Desk there is no legacy. The platform is a cloud solution that is built to underpin and integrate all the workflows in our customer service operation.\u201d<\/p>\n<\/li>\n<li id=\"viewer-fppn1\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">Using Digital Desk, Civic Center created a central destination for any member of staff to instantly access a wide range of organisation-wide services, including HR, finance, and IT support.<\/p>\n<\/li>\n<li id=\"viewer-daqu1\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">Digital Desk provides complete visibility for informed decision making and a high-quality service experience &#8211; Civic Center is now delivering a consistent, high-quality support experience to all employees and citizens, powered by a citizen\/customer service portal, and an integrated knowledge base and intelligent incident management workflows.<\/p>\n<\/li>\n<li id=\"viewer-6cmkg\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">Average support response time has reduced from four hours to 55 minutes, with the customer satisfaction score increasing by 11% in just four months. Complete transparency and visibility of customer interactions are driving satisfaction for consultants and facilitating informed business decision-making.<\/p>\n<\/li>\n<li id=\"viewer-1tvvn\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">\u201cSupport consultants have complete visibility of cases and incidents as separate tickets and this total transparency means they are able to prioritise. They can also see which cases are approaching a resolution\u00a0deadline as set out by our SLAs,\u201d<\/p>\n<\/li>\n<li id=\"viewer-d5ogs\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">\u201cVisibility is key for our managers too. They have access to real-time data right across the customer support journey and can share metrics and progress against KPIs with all support consultants. Importantly, we can make informed business decisions based on complete data.\u201d<\/p>\n<\/li>\n<li id=\"viewer-eqa70\" class=\"bCMSCT Unmlxj s-SEY public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-list-ltr fixed-tab-size OZy-3 lnyWN yMZv8w bCMSCT\">\n<p class=\"Y9Dpf OZy-3 lnyWN yMZv8w bCMSCT\">\u201cThe flexibility and agility of the Digital Desk platform are driving our innovation beyond support to other services related to customers, helping us realise our vision of creating customer value beyond expectations\u201d.<\/p>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The customer is the local authority in Greater Manchester, England. Provides the majority of local government services. Business Solution \u201cThe look and feel of the customer\/citizen portal were very important to us and the Digital Desk platform is extremely intuitive and easy to use\u201d. \u201cWith Digital Desk there is no legacy. The platform is a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":8072,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[30],"tags":[],"class_list":["post-8071","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Digital Desk ITSM<\/title>\r\n<meta name=\"description\" content=\"Digital Desk provides scalable workflows to manage and deliver IT related services to your users all through a single application.\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.digitaldesk.net\/digitaldesk\/civic-center-uk\/\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta 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