The Electoral Commission: Improving IT efficiency and staff collaboration
The Electoral Commission is an independent body set up by the UK Parliament to regulate party and election finances and set standards for well-run elections.
Due to the scrutiny of governmental budgets, it is important for The Electoral Commission to only work with external partners offering long-term value and clear financial delivery models.
It is for this reason, among others, that it chose SCC AVS to improve its IT efficiency and staff collaboration.
When The Electoral Commission decided to implement a more flexible home-based working model for its IT support and helpdesk staff it recognised the need for a visual communications and collaboration strategy that would guarantee:
- Its high support service levels be upheld and enhanced
- Widespread improvements to staff and IT efficiency
- Better work/life balance for relocated staff
- A financial model that met governmental regulations
- Long term value and return on investment
- Technology that would actually be used
It identified SCC AVS, a collaboration provider capable of designing a flexible solution on budget and on time that would cater to all end-user technical abilities.
With end-user usage and adoption at the heart of its solution design, SCC AVS outlined a collaboration process that included an intuitive desktop video solution, user training materials to drive usage and a delivery model that would allow the organisation’s central IT department to manage staff and their communication.
“SCC AVS was fantastic. With our shift to remote working we needed to maintain face-to-face communication. We didn’t have anything in place before and the solution has worked perfectly for every user.” Esrar Ahmed, IT Helpdesk Manager, The Electoral Commission
SCC AVS produced a framework that included:
- Identification of efficiencies possible within the support process
- Assessment of end-user technical ability
- Bespoke solution design – high quality desktop video and collaborative resource sharing
- User testing pre-implementation to ensure a smooth rollout
- Integration with legacy head office IT systems
- Meeting short deadlines during implementation process with minimal disruption
- Post rollout training to accommodate cultural changes and to drive usage and adoption
Ahmed continued, “Before SCC AVS we weren’t sure what we needed. The team worked with us to make sure we were getting the right solution and one that would actually be used. The whole process has been brilliant. We did initial user testing, chose to move forward immediately and haven’t look back since.”
End-user uptake was immediate and video calling quickly replaced standard phone-based troubleshooting, which has led to a more engaging service being delivered, higher internal staff satisfaction levels and clearer communication.
Resource sharing functionality has improved decision making between departments and allowed for clearer management of support situations. The organisation has also seen a large reduction in calls, saving time, money and IT resources.
The movement of staff to home working has significantly reduced its regional operational costs and The Electoral Commission was able to transfer these savings to other business-critical projects.
The centrally managed solution caters to the organisation’s future growth. If additional support staff are needed, the solution can be implemented painlessly and immediately for new hires.
Ahmed concluded, “In terms of ROI, we’ve been amazed with how quickly SCC AVS implemented what we needed and the popularity of the system. With its help, we created user materials that have provided staff clear step-by-step usage instructions, helping drive adoption and end-user satisfaction.”