The Oxford Knowledge Company

IT ‘landscape’ is clear for ADP

“Managed services” is an increasingly common term in industry today.
As more and more organisations of all sizes choose to outsource core
operations such as IT services, it makes sound sense not to rely purely
on in-house expertise to support such a critical business ‘backbone’.

And, competently managing IT requires time and effort; resources
which if not effectively controlled, can potentially jeopardize a
company’s ability to meet its client service levels.

ADP – one of the UK’s most prominent architecture practices – recently
opted to take the managed services route. The partnership has
appointed Microsoft Gold Certified Partner, The Oxford Knowledge
Company, to manage its entire IT server and desktop application
infrastructure – across five national locations.

Continuum

Over the past decade, ADP has certainly embraced the digital age,
shifting the balance of its core internal reports and client design
materials from largely paper to digital format.

To date, the company’s diligent in-house IT strategy has kept pace with
the progressive and rapid changes in both its internal and external
client expectations. However, progress requires a continuum of
contingency. Under a fixed cost managed services contract, The Oxford
Knowledge Company is solely responsible for providing technical
advice, support and maintenance, either remotely via its service desk,
or by deploying technical consultants out to specific ADP sites.

Single entity

In the mid-1990’s, ADP’s IT estate was fairly basic, explains IT Director,
Marc Thomas: “It was a case of two people sharing one computer, and
architects were struggling to access systems as often as necessary.”

He adds, “A decade ago, clients would have been satisfied with
handwritten reports and design notes. Today expectations have risen
considerably and extensive, but nevertheless essential, complex design
documents are now part of our everyday lives. To support these, we
need to know that our IT systems will keep working – no matter what.”

In 1997, when the company installed its first email system, Thomas
advised ADP partners to begin a phased expansion of the infrastructure.
“We needed to work as a single entity between sites, centralising and
sharing our client files. Our ultimate aim was to achieve ‘a computer on
every desk’ across our five offices: which today is of course a reality.”

Rationale

So, what was ADP’s rationale for outsourcing its IT services to The
Oxford Knowledge Company?

As a practice, ADP’s primary concern is maintaining high client service
levels, not facing technology issues, continues Thomas: “Consequently,
we were looking to confidently outsource our entire IT environment –
a sizeable decision.

“After reviewing and investigating five companies, it was clear that
The Oxford Knowledge Company had the right level of expertise
to competently take over our IT infrastructure. Additionally, their
consultancy background, methodical, structured and innovative
approach seemed to fit ADP’s ethos. They were just on our
wavelength.

“In cost terms, we were attracted by the fixed monthly rental fee
covering hardware, software and services. Not only will we have no
unforeseen or unlimited costs resulting from IT support calls, but
we can redeploy budget elsewhere. It’s ideal; a 24x7 service with no
adverse surprises.”

‘Traffic light’ monitoring

How does the managed services contract work? The Oxford
Knowledge Company’s Business Development Manager Robert Arnold
explains: “Our service desk is a central point of contact for ADP’s users
during normal office hours. We also offer out-of-hours support so
there’ll always be someone for their users to talk to.”

Arnold adds, “The majority of technical issues are resolved
immediately over the telephone, but if a query is more complex, one
of our consultants will manage it through to resolution, keeping ADP
informed along the way.

“Essentially, the crux of our managed services offering is that we
detect any issues within ADP’s network well before they’re apparent
to the end user. It’s a kind of ‘traffic light’ monitoring system. We’re
always in control.”

Thomas continues, “Now well into contract, The Oxford Knowledge
Company has quickly and admirably grasped our often complex
business concepts and practices. It’s working really well and for me
personally, my inbox no longer gets overloaded with technical support
requests.”

One step ahead

He concludes: “Certainly, handing over the reins to our entire IT
infrastructure was not a decision we took lightly.

“But we’re certain that The Oxford Knowledge Company will keep our
IT strategies and systems not only moving with the times – but one step
ahead of them. And ultimately, knowing that our network is in capable
hands for a fixed monthly fee means that ADP can focus on business as
usual – architectural innovation.”