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6 January 2011

Local Authorities need to set aside cultural differences and embrace Shared Services if they are to meet austerity measures, says Hornbill

Latest white paper from Hornbill discusses best practice and the trend towards consolidation and collaboration of services in the public sector

Hornbill, a leading supplier of service management software, has published a white paper about how Local Authorities can make the most of transitioning to shared services. Entitled Shared Service, a Vision of 2012: delivering ‘more for less’ the paper discusses the practicalities of delivering shared services both across departments and across diverse geographies. The publication of the paper is in direct response to the number of enquiries Hornbill has received from Local Authorities looking to consolidate the IT service desk with other non-IT business functions.

Patrick Bolger, Chief Evangelist at Hornbill Service Management, states, ““Throughout 2010, a dramatically increased number of Local and Central Government Authorities asked us about the provision of shared services in some guise or other and we fully anticipate this trend continuing. At least two thirds of the councils we are talking to are now seriously exploring how they can best consolidate services based on an IT service desk model to help cut costs while maintaining services to meet government austerity measures.”

The white paper explains that while IT departments are familiar with the efficiency gains of automating IT service desks, many IT budget holders are becoming increasingly aware that a service desk management platform can provide for consolidation of non-IT services too. HR services, facilities management, Freedom of Information and other lines of business, for example Library Services, can all make measureable gains by consolidating.

Patrick Bolger continues, “While the concept of shared services has been around for some years, indeed several of Hornbill’s customers are already providing shared services, there has been a distinct lack of conviction within the marketplace. Now that budget cuts are really starting to bite, we are starting to see a cultural change that is overcoming both long held political barriers and occasional self-interest. The realization has struck that many departments are driven by the common interest of serving their customers, not just IT.”

The paper goes on to explore what challenges need to be faced, including different regulatory requirements, data protection, varying policies and procedures, service level agreements and pricing structures, and how these can be addressed with IT in the driving seat for more unified service provision. In most cases IT is already providing service management capabilities and has the awareness of process, so is in the ideal position to lead the way to efficiency.

Shared service, a vision of 2012: delivering ‘more for less’ is available for download from
Editors, for a copy, please contact Andreina West, PR Artistry on 01491 639500 or email:

About Hornbill
Hornbill develops and markets Supportworks: platform technology and applications for IT Service Management and business helpdesks.

Hornbill’s software enables its customers to provide excellent service and support, while benefiting from the economies of consolidation on a single technology platform. Supportworks’ service desk software is designed for rapid deployment within any IT or business support environment, including ITIL-compatible IT Service Management, IT Helpdesk, Customer Service, HR and Facilities Management with the flexibility to build additional desks at minimal extra cost.

Hornbill’s software supports thousands of commercial and governmental sites worldwide. Hornbill was founded in 1995 and has offices in London and Dallas.

Hornbill has earned many industry accolades including; Service Desk Institute “IT Service and Support Technology Supplier of the Year”, “Best Business use of Support Technology” with Sharp Electronics and “Support Excellence Award for Smaller Helpdesks” with Camelot.
High profile customers include Atos Origin (Olympic Games Athens 2004, Torino 2006, Beijing 2008, Vancouver 2010), Buckinghamshire Hospitals NHS Trust, Kent County Council, London School of Economics, RSPB, Chubb Insurance, Greggs, Comet, The National Archives, and Camelot.

For more information about Hornbill’s solutions please visit

For Company and editorial information contact:
Catherine Staite
Hornbill Service Management
Tel: 0208 582 8229

Andreina West
PR Artistry
Tel: 01491 639500

This press release was distributed by ResponseSource Press Release Wire on behalf of PR Artistry Limited in the following categories: Public Sector, Third Sector & Legal, Computing & Telecoms, for more information visit