35,561 end user devices supported 8,000 device & software packages 225 IT staff Overall Council of the Year Association of Public Service Excellence (APSE) awards Best Efficiency Initiative 2014 15,197 staff Local Authority Helps Business Users Help Themselves Fife Council in numbers Challenges Faced Prior to the introduction of their Service Catalog, Fife Council was facing a number of challenges: ? The council was operating with 40% fewer resources following staff budget cuts, but demand on IT was increasing. First line support staff spent 42% of their time logging more than 5,000 calls a month, and were unable to carry out immediate resolutions. As a result, first time fix rate targets were not met, an issue that led to a high volume of chase-ups and poor customer s

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