Case Study: London Borough of Harrow Council transforms IT service delivery with Kerv

London Borough of Harrow Council achieves 89.9% CSAT with Kerv

The London Borough of Harrow Council sought to transform its outsourced IT service by insourcing key capabilities and implementing a Service Integration and Management (SIAM) model to gain greater autonomy and modernize service delivery. With a tight six-month deadline before their existing contract expired, they engaged Kerv Consult to design processes, manage the transition of customer-facing services, and ensure the new complex operating model would work cohesively.

Kerv Consult managed the extensive transition, focusing on operational readiness, supplier integration, and embedding ITIL processes. The solution was rigorously tested, which proved critical when an unexpected ransomware attack on the incumbent supplier forced an early launch of the new service. The transition was a success, resulting in measurable improvements including a 60% first-time fix rate, an 89.9% customer satisfaction score, and 30% of incidents now being raised through a new self-service portal. Kerv's efforts established a new, efficient in-house IT service for Harrow.

London Borough of Harrow Council