Previously outsourced to three other suppliers, ITNET will be managing the following core services:
- Hardware Maintenance - working with hardware maintenance partner Synstar, ITNET will provide Council users with a single point of contact via ITNET's Customer Service Centre (CSC).
- Help Desk - ITNET's CSC will provide a single point of contact to log and manage queries through to resolution. ITNET will work with the council to establish a local duty desk and supply the council with Remedy licences (ITNET's Help Desk tool). This will assist with the development of an integrated 'transparent' approach to overall end-user support.
- Disaster Recovery - responsibility for disaster recovery planning for AS/400, UNIX and mainframe services, managed by ITNET's specialist skills centre.
Shane Murphy, Tower Hamlets LBC contracts & security manager, said: 'We chose ITNET because of its extensive experience and excellent track record within the public sector. ITNET injects flexibility, vision and innovation into the services contract that will act as a catalyst towards creating greater stability and improved performance of IT systems and support the council in its goal to improve the quality of service for the citizens of Tower Hamlets.
'ITNET is offering the borough a good quality of service at a more appropriate price. We will be looking to work with ITNET to assist with future developments.'
Paul Johnson, director of sales and marketing, public sector, ITNET, said: 'By choosing ITNET to manage their entire IT contract, Tower Hamlets will now receive one cohesive service delivery, a higher level of service availability, improved quality of service and Service Level Agreements (SLAs), where previously they were unavailable.'