Council transforms IT culture and earns 95% satisfaction with help from SolarWinds Service Desk

Faced with IT services challenges and low user satisfaction, Central Bedfordshire Council knew something had to change. Tickets vanished into black holes, staff endured long wait times—or avoided IT altogether—and internal trust was low. But with the right leadership and the right tools, transformation was not only possible, it was inevitable. Discover how the council rebuilt confidence from the ground up, starting with a new approach to IT service delivery.

With the implementation of SolarWinds Service Desk and a cultural reset, the council overhauled their IT operations—replacing chaos with control, and opacity with actionable insights. Today, they're the highest-performing corporate service in terms of customer satisfaction, with 95–100% monthly CSAT scores. Read how dashboards, automation, and smart workflows helped them scale service across departments—and why other teams like HR and Finance are now lining up to join the journey.