Case Study: The Scottish Government achieves improved efficiency and self-service with IFS assyst

The Scottish Government Driving innovation by leveraging ESM

The Scottish Government, responsible for public services across Scotland, needed to modernize and consolidate IT and business support across ~11,500 end users and 150+ sites as its processes and structures evolved. After a full market tender to ensure the best fit, The Scottish Government re‑selected IFS assyst as its ITSM platform to tackle rising service demands, improve response times, and provide a foundation for expanding service management beyond IT.

IFS assyst delivered an upgraded assyst platform and iFIX self‑service rollout, introducing service requests, FAQs, SLA monitoring, automation and asset management. The results included fewer service desk calls, faster initial responses, clear audit trails and higher customer satisfaction — notably moving from ~91% calls/8% iFIX at launch to ~56% calls/43% iFIX after 15 months, and 95% of calls handled by 1st/2nd line — while the Scottish Government is rolling assyst out to Accommodation, Agriculture, HR, Finance and other teams.

The Scottish Government

Graham Mitchel

Head of IT Support Services