Paying for external ICT support
Keep things running smoothly |
Whatever the skills of your staff or volunteers there comes a time when it is worth picking up the phone and buying in specialist support. Routine problems may be dealt with easily but issues such as servers and networks require specialist skills that are only needed occasionally. Technology changes quickly and is best dealt with by people handling similar problems every day.
If you have in-house expertise you may want an arrangement where anything that can’t be fixed in-house is referred to a support company. Or you may hand over the whole problem and have all staff calling a help desk run by an external company.
Either way you can usually buy support hours upfront, pay a fixed charge per computer per month or year, or have a pay-as-you-go arrangement. Paying a fixed rate often leads to a discount and can help keep budgets predictable and some people see it like paying for insurance i.e. you don’t necessarily use everything you pay for each month but it’s nice to have it when you need it.
To select a support company, start by working out your requirements. Use a DIY ICT health check - as explained in Section 1 on ICT planning - to gather basic information and consider specific support issues:
- How often do you have problems you can’t solve, and what are they?
- Do you want a regular monthly visit to take care of maintenance or do you only need help when things go wrong?
- Do you want someone who can help over the phone or by remote access, or is it essential that they work on-site?
- Is there someone in-house who handles common problems and who could be the main contact?
- Do you use any specialist software?
- What do you expect the contract to cover, e.g. specific response times for answering calls and visits.
Some of these points will only become relevant when you start getting quotes and can see what you can afford. You may set high standards but remember you may need to compromise because of cost - this will become clear during the selection process.
Talk my language
Don’t let consultants and techies baffle you with jargon and technical wizardry. Try asking “How much does it cost?” or “What benefit will my organisation get from it?”Try not to ask “How does it work?” (unless you really want to know).
Make sure your needs are at the top of the agenda.You want ICT to deliver greater efficiency and to improve your effectiveness. You have specific things you’re trying to achieve and you expect tangible results for your money.
If you call a technical support number, be assertive about getting explanations you understand. If a support person uses a lot of jargon ask them to explain more simply. Stop them if there is something you don't understand. In a worst-case scenario call back again.
If you have a volunteer with ICT skills don’t treat them differently from other volunteers. You need them to communicate as clearly as possible about problems and possible solutions. Get them involved in team activities and make sure there are regular opportunities to clarify where ICT fits into the wider role of the organisation.
Regular question and answer sessions
at team meetings can help share ICT knowledge, as well as the workload. Use them to compile notes
for volunteer and staff induction, listing common questions and answers about ICT.
Selecting an ICT support company
If you have time, try to get three companies to pitch for the work – you’ll learn a lot about what’s available even if none is suitable. Give them a call and explain what you think you need; ask about a specific problem and see how they react. Do they seem professional in their approach?Are they patient if you get stuck on technical details? Do they understand the constraints on your budget or have experience of working with VCOs?
If they’re interested, ask them to visit so they can see what they’ll be dealing with and check any technical details. Make sure they meet any other team members involved in the decision, especially if they’re likely to be contacting them.
When they submit a quote see how accurately it reflects your needs and check any conditions they suggest. Make sure you understand their charges and do some calculations based on average use over a year to see how each compares. Remember that cheapest may not be best. Think about who you feel will be best for your organisation and remember you may be able to haggle over certain costs.
Always ask for references and check them out, ideally by contacting organisations of a similar size or type to yours.
Once you choose your contractor it is best to have a maintenance contract or service-level agreement, which they should be able to supply. If the contractor is to have access to your data, directly or remotely, then you could include a confidentiality agreement to protect yourselves. Try to find someone else to check the contract before signing it, and make sure you keep a copy.
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The ICT Hub Suppliers Directory provides lists of people in your local area with experience of working with not-for-profit organisations, including community-based services as well as private companies.