Case Study: Devon and Cornwall Police achieves removal of costly overnight IT shift and 12% first-line productivity gain with Knowledge Powered Solutions

Self-Service Knowledge Base removes the need for expensive night shifts to provide IT support

Devon and Cornwall Police needed to cut operational costs without degrading IT support, with a specific goal of eliminating the expensive 10pm–6am Service Desk overnight shift and enabling users to resolve tier 1 IT issues themselves. With over 1,000 documents across Microsoft SharePoint and other repositories, they required a fast-to-deploy, easy-to-use Knowledge Management/self-service solution from Knowledge Powered Solutions.

Knowledge Powered Solutions implemented its KPS Knowledge Management Software and a self-service knowledge base integrated with the service desk and SharePoint, enabling 24x7 access to relevant guidance. The deployment removed the overnight shift with only a small uplift in 6am calls, increased 1st-line productivity by 12% with proportional reductions in escalations, cut new-starter ramp time from three months to six weeks, reduced back-office audit work, and was delivered on time and on budget.

Devon and Cornwall Police