Newcastle City Council has selected Nexthink and S2Gov to improve the visibility of its IT estate. By utilising IT analytics, the Council aims to more effectively manage IT operations and provide proactive support in order to deliver higher levels of end-user satisfaction and productivity.
With high aspirations to deliver the vision of a vibrant, safe, sustainable and modern city, Newcastle City Council provides a wide range of local government services including council tax, waste collection and recycling, parking services, social care, social housing, libraries and leisure services. To ensure the smooth operation of its services, the council currently has 4,746 end-user PCs distributed in around 20 offices across the city.
Newcastle City Council was looking for a solution to supplement the reporting activities of its network and wider infrastructure. With traditional backend monitoring solutions in place, a similar solution was needed to provide the missing end-user perspective. As part of an ICT staff survey, it became apparent that there were unreported issues in their environment and that end-users were unhappy with existing devices and support. Newcastle City Council wanted to improve customer service by taking a more proactive approach, rather than reacting to end-user reported issues and incidents.
Nexthink V6 proactively monitors the entire IT infrastructure and reports on important end-user related events, such as performance issues, failures, crashes, and security issues. Nexthink’s real-time and historical record of the usage and performance of IT services from the end-user perspective provides Newcastle City Council with unique visualisations and actionable insight.
“Everything we do has an impact on the people that live in our city so our level of customer service must be second to none,” said Joe Bradshaw, Senior ICT Solutions Analyst at Newcastle City Council. “Nexthink is a very powerful and simple to use solution that does exactly what it says it can do. Nexthink provides a wealth of information literally at our fingertips and we are expecting a significant ROI within the first 12 months of using the solution. End-user IT analytics will be instrumental to the success of our agile accommodation project where we want to measure the usage of devices in this new working environment.”
“The focus of Newcastle City Council’s work is to deliver successful outcomes for customers and citizens,” said Steven Little, Sales Director, Northern Europe at Nexthink. “IT Analytics enable local governments to perform detailed investigations in real-time from the end-user perspective, to enhance IT governance and control and implement a cost effective IT operations strategy.”
