East Kent College Group consists of six colleges, EKC training and an academy trust spread across the Kent area. As the College has grown through mergers and acquisitions it wanted an independent view on whether it’s IT support services were effective and provided the right balance across the whole college group.
To understand the challenges and opportunities we took in a large amount of information on the current support arrangements along with data from the ticketing system to gain an overview of call volumes, types of issues being raised and how the team were deployed. We then spent two days onsite at two of the larger college sites interviewing the team and key stakeholders.
From these data and interviews we were able to establish some areas for further development by the college to improve the overall level of service. These findings were built into a comprehensive report for the Group leadership to consider. The report was based on identified risk areas along with recommendations to address those risks. Overall we were able to point to around 20 recommendations to build the service in a way that is fit-for-purpose for the Group as-is and then act as the foundation for any future expansion.
An assignment of this nature can really help organisations with their IT operations and service improvements.
If this would be of interest, please get in touch.
