Case Study: Waltham Forest Council achieves unified enterprise service management with Hornbill

Waltham Forest Council Unified Enterprise Service Management

Waltham Forest Council, a local government authority, was using a heavily customized, on-premise Supportworks system from Hornbill for IT service management. The system had become cumbersome and difficult to maintain, and the council needed a modern, unified platform to expand its service delivery beyond IT into HR and other business support areas to eliminate paper-based, manual processes.

The council implemented Hornbill Service Manager, a cloud-based Enterprise Service Management solution. Hornbill provided an intuitive, easily customizable platform that allowed the council's own staff to automate complex, end-to-end business processes without coding. The results included a streamlined, unified service portal for all staff, the elimination of paper and manual efforts, and high user adoption. Staff reported significant improvements, with one manager stating the solution had "revolutionized the recruitment process." Hornbill enabled the council to advance its digital transformation goals with a sustainable and transparent SaaS investment.

Waltham Forest Council

Simon Copsey

Head of IT Operations