National public sector organisation seeks high service level performance in networking environment

Introduction

In a large national public sector organisation, a robust and reliable network infrastructure is paramount for seamless operations to the public. This case study explores how our partner, supported by Smart CT, collaborated with a prominent UK public sector organisation to optimize its network services, emphasizing operational efficiency and improved adherence to service level agreements (SLAs) across an estate of 2,500 Cisco networking devices.

Objectives

Improve service delivery against agreed SLAs

Contract flexibility to cater for changes in the infrastructure estate

Establish a long-term reliable partnership

Support for devices which were not identified at inception of the agreement

Security clearance throughout the personnel engaged

Challenge

The large public sector recognised the critical need for superior service delivery across its offices and datacenter environments. The public sector organisation was transforming its infrastructure and sought a solution that not only controlled costs but also enhanced the overall quality of services with appropriately security cleared personnel involved.

The primary challenges faced by the public sector organisation included the need to manage costs and improve operational management of its large changing estate with in excess of 2,500 networking devices which included routers, UPS’s, switches and access points.

Solution

In conjunction with Smart CT, our partner proposed a comprehensive solution that addressed both financial and operational concerns. Given the previously successful relationship and high level of confidence in service delivery a multi-year deal was agreed upon. The contractual terms were structured to allow for both contraction and expansion, with quarterly reviews to streamline administrative efforts. Services were for break-fix maintenance, facilitating the timely delivery of equipment under 4 hour and next business day response times.

Implementation

The implementation involved a seamless transition of service, with a focus on ensuring minimal disruption to the public sectors daily operations. A Smart CT transition team was formed to ensure all aspects were considered in advance and a smooth transition to live service was assured. The network infrastructure was optimized, and additional services such as audits, surveys and IT Asset Disposal were made available to support the assurance, growth and expansion of the networking infrastructure with the appropriate security cleared personnel.

Key Outcomes

Cost Control

Maintained overall costs while dramatically improving service quality

Enhanced SLA Performance

Vastly improved service delivery against agreed SLAs

Expanded Service Offering

Audits, Survey and IT Asset Disposal services added for efficient equipment delivery

Contract Flexibility

Ability to contract or expand services as needed, with quarterly reports to measure changes and an annual true up

Meet Environmental Objectives

Suitable IT Asset Disposal process to meet Environmental objectives of the public sector organisation.

Results & Benefits

The results were impressive, with all SLAs being consistently achieved since the go-live. The partner and end customer were highly pleased with the pro-active approach from the teams engaged, with the right engineering skills across 20 different UK locations who were reliable and communicated well. Downtime was minimized, and service levels were substantially improved, leading to enhanced operational efficiency.

Conclusion

Our strategic approach, flexibility, and commitment to meeting the client’s unique challenges resulted in the successful renewal of critical infrastructure support contracts for the channel partner. By addressing the SLA requirements and optimizing service delivery, Smart CT played a crucial role in ensuring the client’s ongoing success in the fast-evolving landscape of technology services.

This case study exemplifies the importance of adapting to evolving client needs, implementing innovative solutions, and delivering tangible results in the ever-changing technology sector.

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