Case Study: Gwynedd Council achieves regional collaboration, cost savings and Welsh-language self-service with TOPdesk

Gwynedd Council - Customer Case Study

Gwynedd Council, part of a North Wales regional collaboration, needed a standardised, ITIL‑based, customisable and economical service‑management tool that could support Welsh‑language self‑service. Gwynedd was already using TOPdesk for internal IT support (about 2,500 callers and a similar number of PCs) and joined Flintshire and Wrexham to find a shared solution.

TOPdesk was selected and the three councils now share a single TOPdesk licence, buying the same modules (Problem Management, Survey, Mobile, Reservations and Stock & Order Management) and a Welsh Self Service Desk. The shared TOPdesk deployment reduced licence and maintenance costs, standardised processes, improved self‑service and change management, and delivered better customer communication and management reporting; Gwynedd only paid an upgrade fee and provided operator manuals and in‑house training.

Gwynedd Council

Alun Rees

IT Performance Engineer