Case Study: Fife Council achieves rapid self-service adoption and improved incident resolution with IFS assyst

Local Authority Helps Business Users Help Themselves

Fife Council, the third largest Local Authority in Scotland, was struggling after staff budget cuts left them operating with around 40% fewer resources while IT demand rose. First-line support spent 42% of their time logging over 5,000 calls a month, first-time fix rates and customer satisfaction were poor, support was limited to 9–5 despite growing mobile and home working, business users had no visibility of available services or request status, major incidents lacked impact visibility, and data quality hampered analysis. To address this, Fife Council engaged IFS assyst to deploy an assyst Service Catalog and self-service portal.

IFS assyst’s Service Catalog and IT Online self-service, combined with a centralised knowledge base and improved UI, routed requests to the right teams, let users track progress online and capture work requests, and delivered real-time reporting for capacity planning. As a result, Fife Council saw a 33% rise in incidents logged across IT, HR and Health & Safety (driven by easier reporting), achieved their target of 50% of calls handled via the web within weeks, improved SLA performance and first-time resolutions, and reported time/resource savings and better management insight following the IFS assyst rollout.

Fife Council

Charles Anderson

Head of IT