Inadequate IT support impeded staff efficiency
The Simon Fraser Society for Community Living (SFSCL) was struggling to manage a mounting number of IT issues across multiple locations, as their IT systems had grown haphazardly and they were receiving inadequate IT support. At a crossroads, and wondering how to support their staff more effectively, SFSCL sought assistance from Krafted Solutions.
SFSCL provides opportunities to children who require extra support, adults with intellectual disabilities, and their families. With two offices and multiple care spaces in the Vancouver Lower Mainland, SFSCL relies on technology to support the many community services they offer.
Starting in January 2011, we worked closely with them to understand how their organization functions and where they depend on technology to support their activities. With that understanding in place, we then reviewed their current technology environment and identified the changes needed to provide the best possible ongoing support.
To assess SFSCL’s technical environment, we identified:
- all of the hardware (such as computers, servers, printers, network equipment)
- the software used (such as Microsoft Windows, Microsoft Office, and accounting packages)
- critical systems (including databases, spreadsheets, paper file systems)
- security (including access to computers, files and other organizational information)
It quickly became apparent that their complex technology environment, spanning multiple locations, required a level of support their current IT provider was not offering. We saw three options for moving forward:
- Work closely with the existing IT support company to improve support.
- Hire an in-house IT Manager to work with the IT support company and eventually take over IT support.
- Look for new IT support.
Working closely with SFSCL, we evaluated the options, eventually concluding that a clean slate was needed. We then began the process of searching for new IT Support.
Krafted Solutions wrote the Request For Information (RFI) and identified three key technology support companies in the Vancouver Lower Mainland who might be a suitable fit for SFSCL. We then coordinated and participated in a series of interviews with SFSCL and each vendor to evaluate vendors’ offerings, resulting in a recommendation for a new support provider.
We also assisted with the transition to the new support provider by writing a transition plan, assisting with notification to the previous IT support person, assisting with the knowledge transfer to the new vendor, and providing oversight to ensure that the new vendor is meeting SFSCL’s expectations.
If your organization could benefit from improved IT support, contact Krafted Solutions today to see how we can help.
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