Case Study: Scottish Government improves IT service experience with HappySignals

Scottish Government saves £1M with HappySignals

The Scottish Government faced challenges in measuring and improving the employee experience with its IT support services. Its previous customer satisfaction surveys provided little actionable insight, making it difficult to identify trends or prioritize service improvements. To address this, the organization partnered with vendor HappySignals to implement its ITXM Platform for experience management.

HappySignals provided the Scottish Government with meaningful, measurable experience data, enabling IT teams to identify recurring issues and drive service improvements. This led to operational changes, such as confirming ticket resolution with customers, which reduced dissatisfaction and rework. The solution delivered significant savings, approximately £1 million in 2024 and a further £600,000 in 2025, through productivity improvements and reduced lost time.

Scottish Government