press coverage

Computer Weekly - 22 April 2008

Derbyshire Health Informatics Service boosts ITIL service management strategy

Derbyshire Health Informatics Service selects Touchpaper's ITBM suite.

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British Journal of Healthcare Computing - 21 April 2008

West London Mental Health Trust optimises IT help desk support

BJHC publshes a case study on how West London Mental Health Trust is using Touchpaper's ITBM suite.

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Computing - 17 April 2008

NHS shared services centre will boost customer confidence

Derbyshire Health Informatics Service is using Touchpaper to improve communications across hundreds of sites.

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Computing - 03 April 2008

IT sharing thrives in Northern Ireland

The Northern Ireland Civil Service is migrating a seventh government department into its IT Assist shared services centre, which aims to generate £14m in savings over 10 years.

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SupportWorld - 01 March 2008

Touchpaper unveils new ITBM suite

Touchpaper has announced the latest release of its IT Business Management (ITBM) suite, version 7.2.3

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SupportWorld - 01 March 2008

IT Still Out in the Cold

New research from Touchpaper reveals CIOs are struggling to make the transition from 'good' to 'great' IT services.

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CIO Magazine - 01 March 2008

IT departments do not deliver 'great' technology, say frustrated CIOs

Touchpaper survey finds link between lack of strategic involvement and poor department performance.

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BCS News - 18 February 2008

IT not enough presence in the boardroom

A management survey from Touchpaper reveals that nearly half of private and public sector businesses do not have an IT representative at board level.

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ITPro - 15 February 2008

Lack of influence for IT in the boardroom revealed

A survey commissioned by Touchpaper reveals how IT management feel marginalised when business decisions are taken, in turn affecting day to day efficiency and a clear forward thinking strategy.

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CIO Magazine - 14 February 2008

IT departments do not deliver great IT, say CIOs

Survey commissioned by Touchpaper finds UK CIOs are unhappy with the performance of their department.

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Call Center Helper - 07 January 2008

Touchpaper customers receive national accreditation for service desks

Kent and Medway Health Informatics Service is awarded National Accreditation.

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Call Centre Helper - 07 January 2008

53 per cent of citizens rate eGovernment experiences as average or below

Touchpaper has announced the results of an independently commissioned survey of consumers into their experiences of using eGovernment services. Over half of survey respondents rate eGovernment experience as average or below due to failure to provide joined up services.

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Town Hall - 07 January 2008

Consumer dissatisfaction with e-government

Over half of respondents to a new survey commissioned by Touchpaper rate e-government experience as average or below due to failure to provide joined up services.

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SupportWorld - 01 January 2008

eGov services are blasted for failing users

An independently commissioned survey of consumers into their experiences of using eGovernment services makes for startling reading.

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CIO Connect - 01 January 2008

Petrol Head

Profile of Touchpaper CEO Graham Ridgway.

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FAST Talk - 01 January 2008

Moving out of the IT ghetto

Graham Ridgway of Touchpaper reports on recent research highlighting the need for CIOs and IT Directors to better illustrate the positive impact and real value of IT.

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Town Hall - 17 December 2007

Touchpaper e-Government survey

Over half of respondents to a Touchpaper survey rated their e-government experience as average or below due to failure to provide joined up services.

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Computer Weekly - 10 December 2007

Customers dissatisfied with eGovernment services, says survey

More than half of citizens are unsatisfied with e-government services, according to a survey carried out by business management company Touchpaper.

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IT Pro - 10 December 2007

e-Government needs better links

A survey by Touchpaper has shown people want to complete their entire transaction online - not just find government forms online, but submit them that way as well.

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SupportWorld - 21 November 2007

Touch of class is rewarded

Touchpaper announces the winners of sixth annual Customer Awards.

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SupportWorld - 21 November 2007

The undervalued CIO

New research has revealed the low perception of IT within business today - with many CIOs struggling to justify their roles.

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Retail Technology - 01 November 2007

Research reveals retail IT undervalued

A recent survey illustrates that one of the biggest challenges facing retail IT managers today is the need to justify their role.

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Agenda NI - 01 November 2007

Delivering a quantum step forward in ICT shared services

Northern Ireland Civil Service ICT Shared Service Centre receives award from Touchpaper CEO Graham Ridgway.

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Computer Weekly - 30 October 2007

Management software boosts IT helpdesk efficiency at NHS Trust

West London Mental Health Trust has deployed IT business management software from Touchpaper to enable helpdesk staff to resolve user problems more efficiently.

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Financial Director - 16 October 2007

IT earns kudos by proving its worth

To enhance their standing within firms, IT managers must demonstrate business leadership according to a recent survey commissioned by Touchpaper.

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IT Week - 15 October 2007

IT earns kudos by proving its worth

To enhance their standing within firms, IT managers must demonstrate business leadership according to the results of a recent survey commissioned by Touchpaper.

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SupportWorld - 01 October 2007

Oh, what a tangled web we weave

Touchpaper marketing director discusses the importance of good processes and technology in providing good public services to citizens.

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SupportWorld - 01 October 2007

Touchpaper celebrates its magic moment

Touchpaper has been positioned in the 'Magic Quadrant for the IT services desk 2007', published by leading global industry analyst Gartner.

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Datamonitor - 25 September 2007

CIOs struggling to demonstrate value of IT

IT executives are struggling to demonstrate the value of their department to their organisations, according to research commissioned by service management software provider Touchpaper.

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Computer Business Review - 24 September 2007

CIOs struggling to demonstrate value of IT

IT executives are struggling to demonstrate the value of their department to their organisations, according to research commissioned by service management software provider Touchpaper.

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FT.com - 19 September 2007

CIOs clinging on just a little longer

Touchpaper CEO Graham Ridgway is quoted in this FT Digital Business article on the changing role of the CIO.

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Computer Weekly - 18 September 2007

IT metrics needed to identify real value of IT, says Touchpaper

IT still has a long way to go before boards realise its true business value, according to IT business management provider Touchpaper.

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Silicon.com - 09 August 2007

Hotel business unifies service management

International hotelier NH Hoteles has rationalised its IT service desk procedure in anticipation of doubling its business by 2009.

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SupportWorld - 08 August 2007

Trust makes the right connection

Kent and Medway Health Informatics Service service desk, based on Touchpaper, has been awarded National Accreditation from NHS Connecting for Health.

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SupportWorld - 08 August 2007

Touchpaper unveils latest ITBM offering

Touchpaper has announced the latest release of the IT Business Management (ITBM) suite, version 7.2.

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IT Week - 11 July 2007

Council improves services with helpdesk system

Northamptonshire County Council's new service management software has improved public services in the region by providing self-service capabilities and helping deal with enquiries more efficiently.

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Computing - 11 July 2007

Council improves services with helpdesk system

Northamptonshire County Council's new service management software has improved public services in the region by providing self-service capabilities and helping deal with enquiries more efficiently.

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ComputerScope (Ireland) - 01 July 2007

Northern Ireland Civil Service: IT Business Management from Touchpaper

The Northern Ireland Civil Service will deploy IT Business Management solution from Touchpaper across eleven departments for best practice IT service delivery.

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Northern Ireland eGovernment Unit - 11 June 2007

Touchpaper ServiceDesk in NICS

The Northern Ireland Civil Service has deployed an IT Business Management system from Touchpaper across its offices. Using Touchpaper's core ServiceDesk system, the Northern Ireland Civil Service ICT Shared Service Centre (NICS ICT SSC) plans to create a central service desk across all 11 departments of the NICS with a view to enhancing service availability, resilience and improving customer satisfaction.

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Silicon Republic - 06 June 2007

NI Civil Service gets IT upgrade

The Northern Ireland Civil Service has deployed an IT business management system from Touchpaper across its offices. Using Touchpaper's core ServiceDesk system, the Northern Ireland Civil Service ICT Shared Service Centre (NICS ICT SSC) plans to create a central service desk across all 11 departments of the NICS with a view to enhancing service availability, resilience and improving customer satisfaction.

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SupportWorld - 01 June 2007

All the right connections - Touchpaper and Leicestershire Health Informatics Service

E-health, Connecting for Health and the pursuit of the electronic patient record (EPR) are all geared towards delivering a more efficient National Health Service and better healthcare for all. In this three-page article, SupportWorld looks at how Touchpaper and Leicestershire Health Informatics Service are working together to achieve joined up IT services delivery across the NHS.

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SupportWorld - 01 June 2007

ITIL benefits must be made clearer

A new survey of 100 senior IT professionals reveals that the upcoming ITIL Refresh (ITIL V3) must make it absolutely clear what it is organisations can expect to achieve using ITIL.

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Call Centre Helper - 01 May 2007

Touchpaper survey reveals need for better ITIL definition

Touchpaper, international provider of IT Business Management solutions, has announced the results of an independently commissioned survey of 100 senior IT professionals that evaluated the importance of the IT Infrastructure Library (ITIL) to service management processes within organisations today.

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ServiceTalk - 01 May 2007

Touchpaper survey reveals that organisations want clearer definition of ITIL benefits and greater emphasis on using KPIs to measure improvement in IT Service Management

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IT Pro - 05 April 2007

University of Dundee overhauls IT systems

Scottish school is set to rollout a £120,000 business services deal with Touchpaper after making do with a basic help desk system for nearly a decade.

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ServiceTalk - 01 April 2007

Winchester & Eastleigh Healthcare NHS Trust selects Touchpaper

Savings realised thanks to joint tender project.

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IT Business Edge - 30 March 2007

Measuring IT's Business Benefit

Touchpaper Global Marketing Director Marina Stedman talks to IT Business Edge in the USA about why not enough organizations are using Key Performance Indicators (KPIs) to help illustrate IT's value to the business and why they should.

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Call Centre Helper - 22 March 2007

Touchpaper improves first call resolution rates

Touchpaper has announced record company performance and results for 2006.

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Healthservicetalk - 22 March 2007

LHIS creates e-health service management solution

Leicestershire Health Informatics Service has selected Touchpaper's IT Business Management (ITBM) solution to create an integrated e-health service management solution.

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CeBIT News - 16 March 2007

What's the real value of your IT investments?

IT Business Management (ITBM) solutions can be found at UK-based Touchpaper (Hall 3, Stand B39). This supplier is showing its ITBM Maturity Model which enables CIOs to measure the impacts and benefits of IT investments.

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Manila Bulletin - 12 March 2007

Touchpaper builds network of solutions providers in SE Asia

Touchpaper, a global provider of IT Business Management solutions, is building a network of highly skilled solution providers who can deliver the Touchpaper solutions and services in Southeast Asia. No other than its founder Graham Ridgway led a roadshow in the region recently to personally talk to senior executives of leading companies, including some in the Philippines.

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Pensions Management - 06 February 2007

Can I be of any help?

Touchpaper Global Marketing Director Marina Stedman talks to Pension Management about customer service. Customers feel a lack of confidence in the financial services sector and who can blame them? Read why organisations need to turn to technology to ensure customers feel they are valued - rather than simply being another sale - if they want to thrive and grow.

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Call Centre Helper - 09 December 2006

My line of business: profile of Susan Allder from Touchpaper

Do you find the multitude of roles that exist in the call centre sector a bit mind-boggling? Luckily, Call Centre Helper is on hand to give you the low-down on the variety of jobs that exist. In the last of the series, Call Centre Helper profiles Susan Allder, customer first programme manager at the technology firm Touchpaper.

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SupportWorld - 06 December 2006

Touchpaper launches latest release of ITBM suite

Touchpaper's latest release provides expanded IT business management functionality to support business strategies and deliver increased efficiencies across commercial and government organisations globally. The latest release of the ITBM suite includes three new modules.

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Customer Management - 01 December 2006

Customer service directors blame IT for service problems

Falling UK customer service levels are primarily the fault of IT departments, according to the results of an independent survey.

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Software World - 30 November 2006

80% of customer service directors demand more support from IT

Falling UK customer service levels are primarily the fault of IT departments, according to the results of an independent survey. Four out of five customer service directors don't believe they are receiving adequate support from IT, even though they see technology as critical to delivering improved customer service in both the public and private sectors.

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Healthcare Equipment and Supplies - 21 November 2006

Touchpaper wraps up Kent and Medway Health IT contract

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MicroScope - 20 November 2006

Survey blames IT for poor customer service

Falling UK customer service levels are primarily the fault of IT departments, according to a survey by Touchpaper.

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Health Development - 16 November 2006

Touchpaper wraps up Kent and Medway Health IT contract

Kent and Medway Health Informatics Service (KMHIS) has turned to a new service desk integration (SDI) solution in search of a faster, more cost-effective IT support for its 300 locations and 30,000 staff. Touchpaper's Connector for Health software product will provide automated integration between KMHIS's front line service desk and the services provided by the Southern Cluster Local Service Provider (LSP).

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IT Observer - 14 November 2006

Diagonal Consulting selects Touchpaper for global SAP support centre

Touchpaper today announced that leading international business and technology consultancy, Diagonal Consulting, has selected Touchpaper's IT Business Management (ITBM) solution to further support the company's 150-strong SAP support centre serving 105 clients and 89,000 users worldwide.

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ContactCenterWorld - 01 October 2006

Marina Stedman - Director of Marketing, Touchpaper on Customer Service

ContactCenterWorld interviews Marina Stedman on Touchpaper's views and approach to customer service.

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ServiceTalk - 01 October 2006

Waitrose scales up satisfaction

Retailer Waitrose has reported a 30 per cent improvement in its user satisfaction since the installation of IT support software from Touchpaper.

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ServiceTalk - 01 October 2006

Support must 'stop hiding'

IT services software company Touchpaper says that IT support needs to stop hiding and instead start shouting about what it can offer for it to truly shake off the tag of being a cost centre.

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New Straits Times, Malaysia - 01 September 2006

Bass Consulting hosts 'Power Lunch' for executives

Bass Consulting, a Touchpaper partner, recently held a 'Power Lunch' for executives in Malaysia - full story and pictures available.

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Retail Technology - 01 September 2006

IT meets Waitrose demands

Waitrose has deployed IT business management software form Touchpaper to provide support for its rapidly expanding IT infrastructure, which has grown to over 2,300 devices.

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ServiceTalk - 01 August 2006

Resistance to Change

UK Directors own up to myriad of change management issues in this article quoting Touchpaper CEO Graham Ridgway.

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ServiceTalk - 01 August 2006

IT without a Map

Letter to the editor by Marina Stedman.

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IT Week - 01 August 2006

Freedom of Information Fees Face Opposition

Secretary of State Lord Falconer reportedly wants to introduce a charging system to deter "vexatious" Freedom of Information (FOI) requests, despite a Constitutional Affairs Select report in June concluding there was "no need to change the fees regulations. "Touchpaper's Marina Stedman is interviewed by Microscope in this article.

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MicroScope - 01 August 2006

Strategic Contribution of IT is underestimated

IT departments are still failing to measure the strategic contribution IT makes to a business, even though it is hindering organisational success, preventing budgets being signed off and stopping IT directors rising to the board, according to research by Touchpaper.

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ITPro - 01 July 2006

IT budgets, and careers, held back by lack of understanding

New research from Touchpaper shows IT budgets held up and the careers of managers harmed because the board doesn't get technology..

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Computerworld - Philippines - 01 July 2006

LANDesk adds to IT service management portfolio with LANDesk Service Desk

LANDesk Software, a leading provider of integrated systems, security and business process management solutions, today announced LANDesk Service Desk, a next generation solution that will enable an organisation to deliver an outstanding level of support and service to employees or customers through standardisation and automation. The solution will be designed to meet ITIL best practices, and results from a licensing agreement and development relationship with Touchpaper, a UK-based provider of IT Business Management Solutions.

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SDA Asia - 01 July 2006

LANDesk Enhances IT Service Management Portfolio

LANDesk Software, a provider of integrated systems, security and business process management solutions, has unveilled LANDesk Service Desk, a solution that it expects will enable an organisation to deliver support and service to employees or customers through standardisation and automation. The solution results from a licensing agreement and development relationship with Touchpaper, a UK-based provider of IT Business Management Solutions.

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