ICT Transformation Programme: Service Desk Coaching Support

ICT Transformation Programme: Service Desk Coaching Support

ODN provided specialist consulting design support to the ICT team for the alliance between Warwickshire Police and West Mercia Police.

Strategic Objectives - As part of ICT transformation programme, provide coaching for service desk improvements.

Operational Objectives - Service desk organisational redesign, provide coaching to the Customer Services Team Leader in her service desk improvement programme.

The alliance ICT team were aware of dissatisfaction with the quality of technical support for policing generally and with provision of service desk support in particular. The organisation developed an ambitious strategy, Looking to 2020, to exploit technology in supporting their key objective of Protecting People from Harm. The forces wanted to redesign how they use technology more cost effectively to support front line police to engage with the public in a way the public wants, and a key part of their improvement programme was to enhance the service capability in, and perception of, the Service Desk team.   ODN were asked to provide an interim resource, Rob Soulsby, to support their efforts.


Change Management & Comms, Coaching & Capability Development, Delivering Projects and Programmes Smarter, Harvesting Benefits on schedule, Partners in training and coaching, Preparing Better, Lead Brilliantly, Process simplification and TOM design

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