Case Study: City of Cardiff Council achieves centralised service management and major efficiency gains with NetHelpDesk

City of Cardiff Council - Customer Case Study

The City of Cardiff Council switched to NetHelpDesk in July 2016 after its previous system, QSM, was no longer supported. Facing the challenge of replacing a tool used across ICT, facilities management and members' enquiries, Cardiff needed a flexible, cost‑effective solution that could centralise processes for a large user base — they chose NetHelpDesk and purchased an Enterprise licence to cover multiple departments and agents.

NetHelpDesk delivered a rapid, 40‑day implementation with phased on‑site consultancy, extensive integrations (multiple Active Directories, Lansweeper, Xcalibur and an in‑house SACM), and customisations such as a unique customer ID and contract links, plus one‑to‑one and group training. The rollout centralised service operations and drove measurable efficiency gains: roughly 3,500 tickets per week (about 13,000 monthly) across 50 teams, no additional licensing costs for broader roll‑out, and recognition with an SDI Best Implementation nomination.

City of Cardiff Council

Andrew Hopkins

ICT Applications Team Manager