Tasman District Council

Tasman District Council (TDC) is a local government organisation that aims to build a healthy environment, strong economy, and vibrant community. The council has a broad range of responsibilities, including public libraries, voting networks, water quality, land and marine quality, climate change management, and more. This scope made it challenging for service teams to be across all the functions, so TDC began looking for a better solution.

Council services growing beyond legacy systems capacity

Before approaching Synergy Enterprise Solutions, the council’s IT team relied on outdated, on-premise legacy systems including a ticketing system implemented in 2000 when the council was much smaller. As the council’s services and technology footprint grew, and its needs became more complex over time, the ticketing system was unable to keep up with the council’s changing demands. There was a lack of automation, reporting, analytics, ticket tracking, and alignment with ITIL processes – all of which had become essential for the council to effectively deliver its services.

Service transformation inspired by peers

TDC’s Service Delivery team realised it needed to transform its ticketing system to support ongoing expansion and its adoption of the ITIL framework, and began looking at cloud-based options that were user-friendly, customisable, and offered better reporting. They started talking to other New Zealand-based councils in their search and were particularly interested in the improvements that Wellington City Council had made by implementing Freshservice.