UK SBS Case Study

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Public Sector IT Case Study - UK SBS

The Background

UK SBS provides IT infrastructure for 17,000 users, across 18 public sector organisations. UK SBS wanted to optimise the management of its existing supply chain by sourcing a supplier that offers a wide mix of IT support services.

The Solution

As part of the Crown Commercial Service (CCS) Technology Services framework, MCSA successfully participated in a competitive procurement initiative to deliver a high quality solution that addressed all of the UK SBS selection criteria. MCSA, a leading provider of high quality IT support services and solutions, was chosen as it could exhibit an outstanding, high quality service, across the public sector – including its work across the UK Research Councils.

MCSA provide hardware break/fix and a range of managed services for UK SBS’ entire IT infrastructure. This infrastructure consists of separate line items, including critical computer servers, blades, data storage systems, network devices, printers and PCs – that underpin 18 public sector organisations.

Included in the service is MCSA’s management of other suppliers that support specialist IT systems – within associated Government organisations. These activities provide a consolidated supply chain, delivering further cost savings – whilst ensuring uninterrupted availability of critical IT systems – which are vital to thousands of public servants across the UK and Northern Europe.

MCSA also deliver the following services to the Research Councils:

• Monitoring of SAN solutions – a bespoke monitoring solution was installed, resulting in a significant improvement in the management of the storage systems
delivering peace of mind and optimising reporting to ensure a speedy resolution

• Health check of Information System Services, with a remote viewing of system logs to ensure errors requiring attention are captured and resolved in optimum time

• Monthly service reporting detailing all activity, asset updates, SLA measurement & resolution, as well as monthly satisfaction surveys

The Benefits

MCSA has delivered cost savings in excess of £500,000 per annum across the entire contract for the IT support and services provided. As well as experiencing significant IT cost savings and better value, UK SBS can now ensure that its customers experience a high quality, efficient, well managed, and available IT infrastructure.

Steve Tomlin, SIAM Supplier Manager at UK SBS said “MCSA has achieved 98% SLA performance on all direct calls and 99% across the entire contract. On a
maintenance contract of this complexity, this is a great achievement. MCSA’s responsiveness and commitment provide a high performing, lower cost and stable IT environment for our customers.”