Trades Union Congress

Situation

Under-resourced

The TUC has a large number of remote offices that have no internal IT support and need external assistance.

The IT function at the TUC’s main site needed to provide the remote offices with support but didn’t have enough resources. So it turned to Quadnet to provide the service.

A key requirement was that the support Quadnet provided should be through known engineers that had a thorough understanding of the TUC’s systems.

Action

At its own expense Quadnet invested in a number of engineers learning about the systems and technologies used by the TUC’s remote offices.

At the TUC’s request these engineers are dispatched to the remote sites to answer queries and remedy problems. On average Quadnet spends 60 days a year at the TUC’s remote sites.

Holiday cover

Quadnet also supplies holiday cover for the help desk at the TUC’s main site.

Secondary help

As a result of providing a reliable service to the remote offices, the TUC has asked Quadnet to provide a secondary help desk for the main site. The engineers that support the remote offices will be used as on-demand backup, to ensure service at the main site is maintained in the event of unexpected peaks in workload or absences.

Outcome

The TUC has:

been able to satisfy users’ support requirements at remote sites cost effectively
confidence that the service will be consistent and reliable as a result of having known, assigned engineers
a flexible service that delivers technical skills as and when they are needed
cost effective cover for handling peak loads, sickness and holidays

no need to increase internal resources.

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