Applications, Development and Service
Responsible for delivering the systems, platforms and day-to-day support that council staff rely on to do their jobs, this department brings together five highly specialised teams: Applications, Development, Data, Service Desk, and Document Centre.
Together, they support the operational needs of over a thousand users across three local authorities, providing everything from system builds and integrations to first-line support, software updates, and data insight.
Each team member brings a different area of technical and operational expertise, but they work as one – combining specialist knowledge with a shared commitment to responsive, reliable service.
Applications
The Applications team delivers and supports the core business software used by partner councils. The team manages the full application lifecycle – from early scoping and feasibility checks to implementation, support, and upgrades.
Their work includes integrating third-party systems with key platforms, including corporate ERP systems, and working closely with project and packaging teams to deliver tailored software solutions. They also ensure all systems are properly configured, documented, and compliant with council and national standards.
The team plays a critical role in bridging the gap between users, support teams and project delivery, helping new systems transition smoothly into live service and ensuring long-term stability.
Development
The Development team designs, builds and improves the bespoke digital tools that support council services.
They manage the full software development lifecycle, from early-stage requirements gathering and design through to build, test, release and ongoing support. As council needs evolve, the team adapts existing platforms, delivers new solutions, and works to ensure that every tool is secure, reliable and fit for purpose.
The Development team works closely with colleagues in Applications, Service Desk and Infrastructure to ensure smooth delivery and seamless integrations. Their work plays a key part in helping councils modernise services and meet digital transformation goals.
Data
Our department of data specialists enable smarter, faster decision-making through high-quality data management and analytics using cutting edge technology.
The team includes data engineers, analysts and GIS (Geographic Information Systems) specialists. Their responsibilities include maintaining the central data warehouse, developing and supporting Power BI dashboards, and ensuring the accuracy, consistency and completeness of council data.
They also support the adoption of new data tools, including Microsoft Fabric and Purview, which bring advanced capability in data governance, cataloguing and security. Working closely with analysts and managers across the three councils, the team promotes a consistent approach to reporting, forecasting and strategic planning.
They also provide training and develop tools to support a data-informed culture across the organisation.
Service Desk
The Service Desk is the first point of contact for all ICT support needs. It operates as a central help and triage point, supporting thousands of council staff with everything from login issues and equipment setup to complex fault reporting.
Support requests come through multiple channels – including a self-service portal, email, and phone – and are managed through a central IT Service Management tool. The team handles incident resolution, request fulfilment, equipment installation, troubleshooting, and user account management.
Service Desk staff also lead communication during system outages and major incidents, ensuring users are kept informed and supported. They are proactive in identifying recurring issues and helping improve long-term service reliability.
Their work is essential to maintaining day-to-day continuity, helping teams work productively and responding quickly when things go wrong.
Document Centre
The Document Centre provides document management and print services that support both digital and physical information workflows.
The team handles document scanning, indexing, print production, and the sorting of post. They help departments digitise paper records and manage large volumes of incoming and outgoing documentation securely and efficiently.
As demand for high-volume printing declines, the team is focused on adapting their offer – reviewing service needs, improving workflows, and helping departments move towards more agile, digital-first ways of working.
The Document Centre includes Digital Document Officers and SNN Officers who combine technical skills with a strong focus on service quality, security, and compliance.
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