University of East Anglia
The University of East Anglia (UEA) is a world top 1% leading research institution, renowned for student experience. In 2016, UEA ranked 3rd in the National Student Survey and it has been in the top five every year since the survey began. Located in Norwich, the university is comprised of 26 study schools and has a total enrolment of over 17,000 students.
COSTLY AND TIME CONSUMING DEVICE DEPLOYMENT
Following an internal review of the costs incurred with the deployment of laptops and desktops, it became clear to the team at UEA that a large amount of budget was spent on the delivery of IT equipment to users internally, and first and second line IT staff were devoting too much time to device deployment. Based on these challenges, the University sought a new ‘deliver to desk’ service from an external provider that would reduce the pressures placed on its IT department and minimise costs through the standardisation of device specifications.
WINNING A COMPETITIVE TENDER PROCESS
A HP Platinum Partner, DTP won a competitive tender process against technology giant Dell to deliver a HP device managed service. UEA recognised the flexibility in DTP’s approach, favouring a partner who placed emphasis on clear communication and could work to evolve services with them.
DTP’S ‘DELIVER TO DESK’ SOLUTION
The service delivered by DTP bolsters the University’s onsite IT support teams. Previously, staff were responsible for the deployment, configuration and recycling of IT equipment and it became apparent that these tasks were a drain on time and resources. By removing tasks such as manual imaging and tagging transport desk, DTP’s ‘deliver to desk’ service frees up valuable time for the University, enabling support teams to focus on providing the best end user experience possible.
STREAMLINED, LEANER MANAGEMENT
The resources needed to support the previous client device system have now been repurposed. And when it comes to speed of delivery and support, UEA now benefits from an enhanced service. If a fault is logged, DTP support teams have the device back up and running within four hours of a ticket being raised. A more efficient installation service also means that equipment no longer sits on shelves waiting to be configured. Instead, new equipment is deployed to desk within a working week and old items are taken away to be recycled.
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