Doncaster Council is the local authority responsible for delivering a wide range of essential public services to residents, businesses and communities across the City of Doncaster. The organisation relies heavily on Microsoft technologies to support critical services, collaboration, security and digital transformation initiatives.
As part of its support strategy, the Council sought an alternative to Microsoft Unified Support that would provide greater value, improved responsiveness and easier access to Microsoft expertise while maintaining the high levels of service expected within the public sector.
Requirements included:
Working in partnership with Trustmarque, bluesource was engaged to support Doncaster Council's strategic objective of replacing Microsoft Unified Support with a more responsive, relationship-led support service. Together, the partnership provided a seamless transition, enabling the Council to maintain access to Microsoft expertise whilst improving service outcomes and delivering better value.
bluesource's experienced Microsoft support practice acts as an extension of customer IT teams, providing access to specialist engineers, proactive guidance and direct management of Microsoft product escalations when required.
The rationale objectives behind the use of bluesource Enhanced Support:
Doncaster Council appointed bluesource to provide a replacement for Microsoft Unified Support, delivering a comprehensive support service across the Microsoft technology stack. The service was designed to provide direct access to experienced Microsoft specialists, improve support responsiveness, enhance service levels and simplify engagement with Microsoft where product escalation was required.
Following a successful initial threeyear contract, Doncaster Council recently renewed its support agreement with bluesource for a further three years, demonstrating the value delivered through the partnership and the ongoing confidence in the service.
The goal was to improve the availability of support engineers, improve resolution times, elevate service levels, enhance SLAs versus Microsoft’s direct Unified support agreement.
bluesource Enhanced Support for Microsoft service was delivered as a replacement for direct Microsoft Unified support.
✓ Significant Cost Savings
Doncaster Council reduced Microsoft support costs while maintaining access to specialist expertise and service levels.
✓ Faster Response & Resolution-Times
Doncaster Council now receive fast response & resolution times with Enhanced Support for support enquiries with 95% of support calls resolved in-house.
✓ High Quality Engagement
The continuity of the relationship-driven service and high availability of bluesource’s expert Microsoft engineers, means it is easy for Doncaster Council to engage with the same bluesource experts, resolve incident efficiently and receive consistent communication and service.
✓ Easy Access to Expert Proactive Services
Doncaster Council now have quick access to range of additional proactive services and consultancy, provided by bluesource’s long standing technical team with real expertise across the Microsoft stack.