Marie Curie offers support and care for individuals and families affected by terminal illness. The charity has around 2,200 nurses operating across the UK, and helps more than 50,000 people living with a terminal illness each year. Marie Curie’s staff are incredibly passionate about what they do. Every element of their operations relies on their IT infrastructure, so they needed a like-minded IT partner to help them achieve the charity’s overall vision.
Our client’s challenge
The Marie Curie team had found that its IT provision was not meeting its needs. The charity felt that it could not measure the performance of its services properly, which was making it difficult to improve them. When ESP entered the picture, Marie Curie’s IT infrastructure was being managed by two suppliers, one of which had a contract that was about to expire (this happened in March 2017). The expiry of this first contract meant that the charity could align its re-tendered services with a new contract (with ESP) that would better meet its functional and commercial needs in terms of the management of its operations. ESP needed to shape Marie Curie’s IT services so that they aligned with the new IT operating model to which the internal IT function was being migrated.
ESP’s bespoke IT solution
We provide Marie Curie with a full IT service desk solution for every part of the charity’s estate, including its hospices, handling 44,000 tickets per year. We deliver support in three ways: 1) remote support through our IT service desk, accessible 24/7; 2) on-site end user support through our team of full-time campus-based engineers; and 3) technical advisory services. Our services are delivered by our on-site full-time employees, including one engineer at the Albert Embankment office and three engineers at the Pontypool office.
Through our managed services, we are able to action requests from Marie Curie’s end users, which we receive through the market-leading ServiceNow tool. We then provide staff with relevant feedback to ensure that the service catalogue and configuration management database (CMDB) can be consistently and accurately maintained. Our team ensures that adequate capacity is available at all times, by managing resource performance, meeting service level agreement (SLA) objectives, and using third-party planning and utilisation. We have introduced an IT disaster recovery plan, and support change management processes in accordance with Marie Curie’s framework (recording all change requests, implementing approvals, and reviewing and reporting on their progress). We operate in line with the charity’s knowledge management so that communications are transparent and current.
Another great outcome
ESP had three months to ensure Marie Curie’s IT was shaped around the new IT operating model. The project was a success – with a seamless transfer and the implementation of a service provision that could be measured and controlled. Any issues we encountered were handled in partnership with Marie Curie, with whom we worked constructively to identify and resolve the issues – with both parties owning the risk. The charity now benefits from a reliable IT management platform and partnership, which enable it to streamline its day-to-day business operations.
Ivan Delany, Head of IT Infrastructure at Marie Curie, said: "I would recommend ESP to do business with. They are practical, positive and yet realistic regarding what can be achieved and when."
If you would like to find out more about our managed services or our work with Marie Curie, contact us at ESP today.
Marie Curie and ESP now work in partnership to meet the charity’s IT needs.