Case Study: Scottish Environment Protection Agency achieves streamlined enquiry tracking and automated reporting with NetHelpDesk

Scottish Environment Protection Agency - Customer Case Study

The Scottish Environment Protection Agency (SEPA), the public body responsible for protecting Scotland’s air, water and land, needed a one‑stop system to handle a high volume of varied enquiries from internal and external stakeholders. Faced with 1,200 internal customers, 16 mailboxes and tens of thousands of public calls, SEPA replaced Hornbill SupportWorks in December 2015 and chose NetHelpDesk for its willingness to tailor the system, fast support and competitive pricing.

NetHelpDesk was rolled out across multiple departments (IT, HR, Safety Cover, Official Ministerial Enquiries, Freedom of Information and the Science Advice Centre) using incident/problem, asset, change and information management modules, integrated with SEPA’s intranet, asset database, Cisco telephony and Exchange services. The NetHelpDesk deployment delivered automated daily/weekly/monthly/yearly reports, SLA tracking to protect field staff and an intuitive UI that let technicians transition with minimal training; the system now handles about 2,000 tickets per week and improved tracking and reporting across the organisation.

Scottish Environment Protection Agency

Alan Johnson

IS Project Manager