The Schools ICT Services division of East Sussex Local Authority supports 194 schools. During 2009, East Sussex Local Authority began a strategic review of all ICT Services including those provided to schools. An extensive consultation process with schools was undertaken, to better understand the ‘customer’ requirements from an IT service point of view; members of the school ICT support team at East Sussex also visited other Local Authorities to see how school ICT services were being delivered elsewhere. This process ultimately led to a complete re-design of school IT support services within East Sussex.