NSL was formed in spring 2007 following the demerger of National Car Parks into two separate businesses.
Prior to the separation from NCP, Centrality won the contract to provide Desktop Support and Helpdesk Services for approximately 1400 devices, previously run in house. The service take on was extremely successful with Centrality meeting and outperforming the internal team’s SLAs within a four week period.
The separation from NCP created the opportunity to run and manage a desktop separation project, this involved creating a domain for NSL, the procurement and installation of new Email servers and the rebuild of every PC remaining in the NSL business – approximately 900.
The project was delivered on time and to budget and offered end users additional functionality such as Webmail and Smartphone capability. As part of the project process Centrality provided Project Management, on-site support, visited over 140 sites around the UK whilst still providing Helpdesk and Desktop support services to NCP under a transitional service agreement.
Centrality now supports approximately 1500 NSL users, 1150 PC’s and 30 servers. The support contract is measured using a number of KPI’s that were identified as critical to the success of NSL.
Performance has been excellent. Centrality also provide NSL with an on-line Helpdesk MIS tool, this has proved extremely useful in managing the service and understanding the detail behind a call when necessary.
It is a testimony to Centrality that they are seen as an extension of the in house IT Team at NSL and I would have no hesitation in recommending them to another company who were looking to outsource IT Services.
Teresa Farndon
Head of IT
