improving charity's IT and telecoms services
the challenge:
Our client, a large national charity with multiple and sometimes
remote sites, needed to achieve a substantially improved service
than it was currently receiving with its existing IT and
telecommunications service provider, without significantly
increasing the costs.
our approach:
We took time to understand the client’s objectives and likely
challenges over the next two to five years and from there to
prioritise the service requirements. We then recommended the
outsourcing of the charities IT and telecommunications services to
a single provider, including the transfer of the helpdesk function
and various support services, some of which would need to be
sub-contracted. By anticipating the issues the charity was
likely to face, we created an agreement that was robust enough to
deal with the current business requirements and also those that
were likely to arise in the future.
the result:
A more robust agreement with the supplier, improved service
levels and the ability for the client to check on an ongoing basis
that it was receiving the best deal. This was achieved by
discussion with the supplier as to the key concerns of both parties
and, in so doing meant that the relationship going forwards was
sustainable.