We really don’t need to tell you this but here goes anyway: getting your IT support right will make your life VERY MUCH EASIER. First step is to know what is available.
Of course, this changes regularly so what you will read below is correct at the time of writing but it’s in your interests to check the PDS pages on the intranet for the latest information and advice.
- Introduction
- The Digital Support Desk
- Setting up a new account
- Logging in
- The equipment allowance
- Getting Broadband for your office
- Working away from the Estate
- Contact
Parliamentary Digital Services (PDS) is a bicameral service – i.e. it serves the IT requirements of both the House of Commons and the House of Lords, providing technology and intranet services to all Parliamentary users.
The Digital Support Desk is committed to providing high quality customer service and technical support, whilst acting as a single point of contact for all Parliamentary Users. The main aim of the Digital Support Desk is to provide rapid, effective resolutions, or escalation, for a wide variety of computer, network and telephone related problems and queries.
The Digital Support Desk’s aims are:
- To ensure users are making the best use of the technology available to support their constituents or business function
- To treat users with courtesy and deal with enquiries in a professional and efficient manner
- To resolve problems as quickly as possible to ensure minimal disruption to the day to day work of users
You can contact the Digital Support Desk by the following means:
- telephone: extension 2001
- Digital Support online: accessible via the icon on your desktop, or here: https://parliament.service-now.com/sp. The online system will allow you to view and track the progress of your request. This is the best method to use for requesting new equipment or services.
When you call the Digital Support Desk, your call is logged with an individual reference number (which you should write down) and its progress is recorded on the Digital Support Desk system. You’ll need to have the following details to hand:
- Full Name / User name
- Office / Department / Member’s name
- Where you are located (constituency, or address within the Parliamentary Estate)
- Contact details
- Exact nature of problem (it is helpful to have the equipment in front of you so that you are able to give a clear explanation of the problem)
- You may also need to provide your security pass number for certain enquiries
There are various techniques used by the analysts to try to resolve your problem. This may include shadowing your computer, in other words remotely taking control of your computer.
In the event that your problem is not resolved by the analyst, it will be handed to one of the other specialist teams, who will either offer further technical advice over the telephone or visit your office if it is located on the Parliamentary Estate. In extreme cases, if you are in the constituency, they may ask for your computer to be returned to Westminster for repair.
New user accounts can be requested by the Members of both Houses or their designated proxies (often their Office Managers) or, in the case of House Staff, Line Managers (for example, when you’re setting up an account for an intern). This can be done by via the digital portal https://parliament.service-now.com/sp and selecting the ‘order something’ option.
Your Member (or their proxy) or your Line Manager will be notified once your new account has been set up, and you will have to telephone the Digital Support Desk on x2001 to be talked through the process of activating it or logging in for the first time. This takes only a few minutes. Make sure that you have your security pass number to hand before you call.
5. IT Equipment supplied by the Parliamentary Digital Service
Members and their staff are entitled to IT equipment loaned to them by Parliament for the duration of the Members’ term as an MP.
The equipment is provided to Members and their security-cleared staff only, and is for use for parliamentary work.
You can find full details here: https://parlinet.parliament.uk/services/order-set-up-return-equipment/computer-equipment/order-computer-equipment/house-of-commons-members/
6. Getting Broadband for your Office
Parliament no longer provides broadband services to constituency and home offices. Read more about it on ParliNet.
The equipment catalogue can be access from the PDS intranet pages under ‘Ordering Computer Equipment‘.
7. Working away from the Estate – Services to Members of the House of Commons
Working remotely has never been so easy. If you have a PDS-supplied laptop then simply connect to your Internet connection and off you go. If you are using personal devices, Office 365 will allow you to access any of the cloud-based apps and some of the Parliamentary Network remotely, although there are still some parts of the network which are unavailable at the time of writing.
Whilst it might be useful to access your work emails and calendar from home, consider whether your MP is likely to send you ‘a little something to look into’ on a Saturday afternoon.
Up-to-date information can be seen on ParliNet
Digital Service Customer Relations: https://parlinet.parliament.uk/teams/bicameral/parliamentary-digital-service/digital-customer-relations-team/
For constituency offices, the Local Engagement Team’s intranet page can be found here: Support for constituency offices – UK Parliament.
There’s a useful list of PDS contacts on ParliNet.