Case Studies

City of Pickering Reduces Help Desk Incidences by a Magnitude

Propalms Terminal Services Edition:

The City of Pickering established a two-fold strategy for its end user community of 300 desktops in 2005. Initially, The City wanted to provide an excellent tool to assist the IT department in managing its user community and extend the life of its desktop hardware by 3 to 4 years.

Jon Storms, IT Manager for The City quickly recognized the additional requirement for higher end user satisfaction while decreasing the number of Help Desk requests in his strategy for the City:

"Many organizations experience the same dilemma as the City of Pickering. There is increasing pressure on IT Departments to deliver better performance at the end user level while the demands on IT budgets requires IT professionals to seek more efficient ways to achieve this without addition of staff.

"We solved this through locking down the desktops with Propalms TSE. We expected a reduction in the number of Help Desk requests but the actual results are well beyond our initial expectations. We are consistently impressed by the performance.

"With end users possessing more and more sophisticated IT knowledge, the expectations of the user communities in all organizations is increasing at a steep rate.

"In the initial rollout, one third of the City's End User Community was converted to TSE. The remaining two thirds were fat clients.

"Only 8 per cent of Help Desk Incidences originated from TSE Users in that quarter. Staggering improvement and every quarter sees a reduction of Help Desk Incidences and excellent end user feedback."
Gary Walker, Project Leader, Global DL.

Scott Sheard, Business Development Leader for Global DL notes:

"All organizations should consider the dramatic effect on their Help Desk operations through the deployment of our thin client solution, Propalms TSE. With the hard data from the City of Pickering, organizations can consider the benefits of server based computing with another critical decision making factor; namely, Reduction in Help Desk Requests."

We thank the City of Pickering for sharing this information with the extensive number of Propalms TSE users in Canada and organizations considering thin client solutions. For further information please contact Scott Sheard at ssheard@global-dl.com or 416.573.4900