Oxfordshire County Council (OCC) was looking to appoint a supplier capable of providing hardware and IT services including device management and support across all Council offices. The products required were client devices such as desktops, laptops, notebooks and printers with approximately 1,000 devices to be provided on an annual basis. The services included project management, imaging, configuration and installation of hardware, the refresh and disposal of existing equipment, support and maintenance including Disaster Recovery. The chosen supplier was to provide a dedicated programme management, provide and maintain an asset register of the equipment installed, including information relating to software installed and legacy hardware, perform installation services as per the work schedules, include any change management and support the Council.
The solution provided by European Electronique (EE) included provision of: Lenovo desktops, laptops, notebooks, netbooks, mobile internet devices and monitors, Samsung PDA’s and HP printers.
The services provided included; pre-sales support, advice and provision of data encryption, asset tagging and the management of the asset register. Imaging and warehousing was provided for bonded stock received from the vendors/distributors prior to delivery and for the storage of legacy equipment. Extended warranties were logged with EE’s helpdesk and first, second and third line support was provided from the EE’s Oxfordshire offices. All products were configured and installed to desk including installation of software, BIOS configuration and the fitting of upgrade components. Disaster Recovery service was included as well as disposal of old equipment.
A training programme was provided for new products and post-sales support was offered to manage transition to new desktop products. To fulfil the contract requirements and SLA’s EE employs a dedicated team of 15 staff specifically to deliver these services, ranging from project managers to installation engineers and support staff.
The project provided the Council with the best value and excellent service. The close proximity of EE’s location to the Council’s offices enables the company to react quickly and provide the Council with very timely service level targets. EE employs in excess of 140 specialised staff based at our Oxfordshire headquarters giving the Council a ready pool of experienced engineers available at very short notice.
The contract represents considerable savings per annum to the Council whilst ensuring an efficient and high level of service.
As part of the contract EE provides technical support for the Council, ranging from the Technical Support Helpdesk, through to full third line onsite support for more complex issues, giving the Council access to the Company’s experienced third line and Professional Services teams for problem resolution.
Our highly qualified service team takes care of all the Council’s devices under the contract, including, provision of replacement parts, on-site repairs, workshop repairs and supplying loan equipment. Crucially, EE provides a Single Point of Contact, ITIL based Help Desk for the Council to report issues and obtain help and support.
Reports relating to calls logged, fixed time and adherence to SLA’s are produced on a weekly basis and are provided to the Councils. Quarterly service review meetings are undertaken between EE’s Service Delivery Manager and the Council’s staff to discuss the service and address, if required, any issues. Analysis of the trends are included in the reports and suggestions relating either to product or training requirements are put forward.