Fully managed support service to enable expansion and growing requirements
Somerset Care is an award-winning, not-for-profit care organisation operating across the South of England. It offers residential, nursing and dementia care, community support to people living in their own homes, and provide care and support to adults with physical and learning difficulties. With circa 4500 staff in almost 50 care homes and offices, the “out-of-hours” nature of the support it offers means that the organisation required IT support outside the 9-5 service provided by its previous IT partner.
Approaching the end of its existing IT support contract, Somerset Care felt it was a good time to review its service options, and invited Nasstar, formerly GCI to tender for the contract alongside a number of other companies.
Full IT Support
Somerset Care’s existing IT provider didn’t have the resource to support the organisation’s expansion and continually-growing needs. This had been causing technical issues and unsatisfactory response times, as well as poor management and maintenance resulting in gaps in server patching, backups and antivirus protection. As a business that supports vulnerable people, it was imperative that it has reliable and robust IT support. The key considerations for Somerset Care were to uplift its support to a 24/7 service not supplied by the incumbent, as well as to be a first contact point for all IT incidents and to work with Somerset Care’s own IT teams to provide 3rd party support.
Nasstar were selected to become Somerset Care’s IT partner due to broad technical engineering capabilities, many years of experience in working with other organisations in the care industry, and the added value of 24/7 support and security monitoring as standard.
Somerset Care now has an IT support service that is there to support it round-the-clock, as well as providing a number of extra services to keep the IT environment healthy and its end users supported.
Nasstar recommended their Fully-Managed Support Service, as this level of Managed Service contains all the elements of support required and more. In addition to the round-the-clock support provided by the Service Desk teams, Nasstar also includes 24/7 security monitoring as standard, offering real-time threat intelligence insights.
Another feature of Somerset Care’s Fully-Managed Service is the addition of maintenance tasks that can be run “out-of-hours”, ensuring the minimum amount of disruption. For instance, Proactive Watchpoints are scheduled to run and flag up issues for resolution, allowing Nasstar’s technical experts to address them before they have a chance to negatively impact on business. They are also designed to increase system performance and uptime - a must-have for a company that cannot afford downtime. Other tasks that can be done outside of normal working hours are essential patching and antivirus updates. An additional benefit to Somerset Care is Nasstar’s Service Desk platform, ServiceNow. Any end users experiencing problems can easily log a ticket on the phone or via the web portal, which are then passed to Nasstar for resolution. Should they need to collaborate with Somerset Care’s internal IT teams, the platform allows for seamless transfer of tickets between the two companies.
Nasstar stood apart from the other IT companies we invited to tender because of the valuable services they offer as standard, including 24/7 security monitoring and alerting. They also have a wealth of experience in working with care providers, so we were confident they would understand the challenges faced within our industry. We were also impressed by the amount of detail that goes into their out-of-hours services, such as the Proactive Watchpoints.