“We had been contracting out the support desk to external providers for several years but it just wasn’t delivering what we needed as a business. If issues arose, a lot of it was fixed via remote controlling onto staff devices, but the timeliness of the response was poor and lacklustre. …

“We’d had our previous solution installed for 12 years and in truth, it was a clumsy and under-developed legacy system that was no longer meeting our requirements. We knew there were advanced alternatives available in the marketplace and we wanted to start looking a little further ahead at the authority’s …