SEPA use NetHelpDesk throughout their company in many different departments, both internal facing agents and external public facing agents. Some of the internal teams include their IT and HR departments as well as a department they call safety cover. The Safety cover department is in charge of tracking their staff when they are deployed in dangerous or hazardous working environments when they may become at risk. They use the SLA tracker to ensure the time of an operation does not run over and ensures the safety of their staff.
A few External facing teams to note are the Official Ministerial Enquiries team whereby an MP may ring up after receiving a call about an environment issue that needs to be looked into. The information is gathered and logged officially for the Scottish Government. Another interesting department that use NetHelpDesk at SEPA is the freedom of information department, this is where in accordance to the Freedom of Information (Scotland) Act 2002 and the Environmental Information (Scotland) Regulations 2004 all environmental information must be stored and readily accessible if someone of the public want to know about it. Last but not least is the science advice centre which is due to be implemented in December 2016.
The Main features used across various departments include incident and problem management, asset management, change management (change to the infrastructure) and information management. While using all these features they were able to stay integrated with their companies Intranet, their asset database, their cisco phone system and all their exchange mail and calendar services.