Case Study: East Riding of Yorkshire Council achieves Charter Mark accreditation and a 92% call answer rate with IFS assyst

How ERYC transformed its IT Service from under-performing to award-winning

East Riding of Yorkshire Council faced an under-performing IT Service Desk that supported 13,500 staff and needed a structured IT Service Management improvement to lift performance and customer satisfaction. The Council selected IFS assyst (assyst) — an ITIL-aligned service management solution — as the core of its improvement program to standardize processes and pursue Charter Mark accreditation.

IFS assyst was deployed to automate repetitive incidents (Model Incidents), deliver Knowledge Management, enforce SLAs and add Change Management; the implementation drove measurable gains: call answer rate jumped from 12% to 92%, outstanding jobs fell from about 700 to under 100, first-time fixes reached 33%, and 85% of calls were resolved within agreed priorities. The assyst-led program transformed the IT culture, supported the Council’s successful Charter Mark award, and is being extended to explore Asset and Configuration Management for 3,500 PCs and 1,400 printers.

East Riding of Yorkshire Council

John Humphreys

Principal IT Officer