Portsmouth City Council – Case Study
Introduction
In 2006, Portsmouth City Council (PCC) decided it was time to review aspects of their ICT support. They decided to open the Desk Top PC Hardware Maintenance aspects of these services to open tender through the OJEU and Egton responded in July 2006 with a tailored and comprehensive service design that eventually won the contract from the incumbent supplier. The contract became active during September 2006 and within 10 days of termination of the previous contract, Egton has transferred staff under TUPE, established comprehensive service reporting processes and mobilised the Egton Southern Regional Engineering team to provide local business and technical support to the newly acquired staff and PCC.
Service Levels
PCC stated from the outset that for 99% of all calls, the customer must be visited within four working hours of the call being passed to the Egton engineer via the PCC help desk system, and the reported problem fixed or a loan device be installed and made operational within a further four working hours.
Egton established an on site engineering workshop facility to enable rapid response to this service level and with the support of the Egton Regional Engineering team and our central ISO20000 ICT service desk the service has run within the 99% service level for the majority of the duration of the contract (see SLA performance table below):
All Egton engineers attending PCC sites are enhanced CRB checked which is a universal standard that all Egton service staff comply with.
Service Activities
In addition to providing hardware engineering support to over 7,000 ICT devices across numerous PCC offices and sites (including 60 schools in the local area) Egton engineers are responsible for installing all replacement parts (whether inside or outside of manufacturers warranty) to these devices as needed as well as carrying our preventative maintenance to avoid systems downtime. Wherever new or replacement products are installed Egton engineers remove all waste associated with the activity in an environmentally sound way in accordance with our environmental management policies.
Egton ICT Service Capability
Egton is a wholly owned division of Egton Medical Information Systems Limited, and provides a wide variety of ICT services and solutions to the UK Primary Healthcare, Education and Local Government sectors.
Egton Medical Information Systems is the leading UK provider of patient records management software and support services with over 5500 GPs and Primary Care Trusts as customers.
Egton has 18 years experience of providing high-availability support to ICT intensive users in mission-critical and security conscious environments. Our engineers and technical support centres currently support over 240,000 ICT devices across thousands of sites including Primary Healthcare and MOD sites worldwide. Our capability in service delivery is underlined by our accreditations which include; ISO/IEC 27001:2005 (formerly BS7799) Information Security, ISO 9001, and ISO 20000.
The Egton central IT service desk operates from our Leeds data centre and employs over 50 highly trained IT consultants. This team, working to strict ISO20000 practices, resolves over 92% of the 10,000+ calls per month received, at first contact point. This team also co-ordinates all field engineering and logistics services, deploying one of our 130 field based service staff as needed if customer problems are not able to be solved using remote management techniques. These include expert telephone advice for end users who are non-IT literate, as well as consultancy level advice for internal IT departments.
Egton works extensively with all of the major PC manufacturers as well as the majority of printer and network device manufacturers and therefore offers customers a comprehensive menu of options for the support of the working desktop environment.
In addition, Egton supplies and maintains a wide variety of hardware and software products to our customers and offers both manufacturers’ warranty services, accredited through our central service centre, and our own comprehensive warranty engineering services in support of these products.
Our product supply and inventory management is supported by a central warehousing facility where we regularly manage the processes associated with loaning equipment, IT project roll-out and secure storage. We keep, on average, around £650,000 of ICT parts and replacement equipment in this warehousing facility. In order to fulfil our environmental commitments we also provide a comprehensive and low cost IT disposal service which, complies with the WEEE regulations and the disposal of hazardous waste legislation.
For more information on Egton services or to discuss your specific ICT support and service needs please contact Paul Banks; paul.banks@e-mis.com.
