Customer Story: Age UK Northamptonshire
IT support for non-profits so they can support others.
Fuse is committed to ensuring that non-profit organisations such as Age UK Northamptonshire have proactive support and ensure devices and applications are kept up-to-date and secure. We also empower your employees and volunteers so that when problems occur, they have the understanding to be able to fix the issue themselves, while Fuse’s team engineers a process to make sure that the problem does not reoccur.
This case study highlights the many ways managed IT service providers like Fuse CS help charities and non-profits improve and futureproof their IT solutions, enabling them to securely and efficiently provide their support to those in need.
About Age UK Northamptonshire
Too many older people feel they have no one to turn to for support. Age UK exist to help older people when they need it the most. Age UK Northamptonshire is many things to many people. A source of advice, information, companionship and support. They provide a wide range to services to a growing number of older people, improving their quality of life, promoting independence and preventing frailty, poverty and isolation.
In Northamptonshire, Age UK have over 100 full time employees, supporting another 200-300 volunteers. These are spread between the main office in Northampton, and several smaller offices, daycare centres and hospices. Many people work remotely, such as at NHS sites or client’s homes, on laptops and mobiles.
Common IT challenges for charities and non-profits
As with all charities, Age UK must prioritise their limited funds with the provision of frontline services, which can lead to the neglect of back-office services, such as IT. Having also undergone a change in leadership, the charity recognised that a major overhaul was needed to their IT to keep data secure. They also wanted to ensure that access to that data was available to everyone, including their remote support workers in homes and hospices.
When Fuse CS took the project on, the state of the IT set-up that Age UK Northamptonshire were using, was confusing, restrictive, prone to outages, and not cost effective.
Infrastructure
- Traditional on-premises server model with centralised file system
- Computers updated infrequently, many using Windows 7
- No consistency in what version of packages were being used by whom
- Unmanaged mobile phones
- Shared logins/multiple logins for different systems
Access to Documents
- Off-site access via VPN connections
- Slow, complex and often unreliable
- Often required using multiple devices, flash drives, email etc
- Network drives were unorganised, with lots of duplicated files
- Time lost with clients due to reduced efficiency
- /DR Provision was patchy
Support Provision
- Employed full-time Technical staff and IT volunteers
- Complexity of setup meant they were required resolve all issues - no self-help possible
- Loss of productivity while waiting for solutions
Managed IT services solutions for charity organisations
Fuse’s team met and worked with Age UK Northamptonshire’s stakeholders to agree on a migration plan. This involved applying charity status discounts for applicable Microsoft products like Microsoft 365 Business licences and Azure service costs. The solution also required a consistent and secure platform whilst ensuring a seamless transition.
The project can be broken down into four stages; the audit, setting up licencing, Azure services, and finally the migration to cloud services.
Audit
- Examination of previous provision
- Assessment of priorities
- Investigation of server and existing licences
Licensing
- Upgraded licences to a combination of free and discounted Microsoft 365 Business licences
- Took advantage of sponsored Microsoft Azure spend to provision remote desktop and storage for Sage Accounts
- Advised use of EMS licences for mobile management - previously free to charities
- Non-desktop users are provided with free 365 Business Basic licenses for access to email and SharePoint
Azure Services
- Remote Desktop Services set up for multiple departments to use third party services securely
- Accessible anywhere, from any device
- Integrated security, backup and DR solution from Azure
- All devices managed from the cloud, using Intune, for security, app and data management
Cloud Migration
- Migration of all files to SharePoint
- All users migrated to OneDrive to access their documents from the cloud
- Devices upgraded to Windows 10 and Office 365, with managed updates
- File shares decommissioned
- Single sign on and self-service password resets
- MFA (multi factor authentication) for added security
Why should charities use an IT company to manage their IT?
There are several benefits to charities and non-profits partnering with managed IT services. In the case of Fuse CS and Age UK Northamptonshire we were able to deliver the following positive outcomes:
- Saved employee hours due to less time needed to find, access and transfer documents.
- Access to documents whenever and wherever employees need them via single sign-on, plus editing by multiple users in real time.
- Better data security for confidential information including MFA, encryption of all devices, conditional access based on location, and managed updates.
- Comprehensive disaster recovery measures, with all data routinely backed up to the cloud and no reliance on physical offices.
- All users now have the same packages and apps, reducing training time for new employees and streamlining processes within the office.
- Remote support from Fuse’s technical experts, reducing time to resolve any IT issues that arise.
- Company knowledge base, empowerment of "IT Champions" and self-help capabilities are improving IT confidence across the organisation.
Like other charities who take on a managed IT services provider, Age UK Northamptonshire benefit from:
- Increased efficiencies and productivity
- Lower costs
- Improved service delivery
- Streamlined operations
- Enhanced data protection
- Quicker onboarding of new staff, volunteers, and clients
- Robust cybersecurity
What are the benefits of upgrading IT infrastructure for non-profits?
We have worked with Fuse for a number of years; they provide all of our IT support.
This has proved very successful and efficient for us.
Fuse deliver tailored IT training, crafted bespoke cloud solutions, offered comprehensive IT support, strategic planning, and fortified cybersecurity measures.
Some of these services are delivered via operating a system of IT champions within our organisation (who have been trained and upskilled during the partnership) to try to initially solve small IT issues and gather information.
Should further help be required the IT champions log the issue on an online portal which is then picked up by the Fuse team.
They are very responsive and can access remotely when required, to solve issues.
We thoroughly recommend Fuse as a great business partner.
Heather Whyment
Finance Director at Age UK Northamptonshire
Ongoing IT services for Age UK Northamptonshire charity
After the successful migration and set-up of secure platforms, Fuse CS continue to provide several key services and take on additional projects.
- Monthly site visits
- Regular IT training for nominated employees and volunteers
- Asset Register to keep track of all the tech across the organisation
- Management and storage of devices
- Entire upgrade of networking head office and shops
- Replaced and upgraded the hardware (PCs & laptops) for shops
- Set up “Teams Phone Standard” licencing software for VOIP calling
- Where possible we upgraded users to Windows 11
- Improvement of WiFi system from 3 separate networks, to 1 higher quality network
Continuous improvement and upgrades are vital to keeping our non-profit client’s systems secure and efficient.
How can charities afford IT infrastructure upgrades on a limited budget?
As we mentioned earlier, Age UK Northamptonshire were able to take advantage of charity status discounts for both product licences and service costs from Microsoft that are integral to the upgrade.
As a Microsoft Partner, Fuse CS are authorised to provide subsidised licences for charities and non-profits. This enables them to benefit from the full Microsoft experience, without compromising vital funds to frontline services.
What should charities consider when choosing a managed IT services provider?
Charities and non-profits require a similar approach to a typical business but with some essential differences. When choosing a company to manage the IT solutions for your charity, ensure they have:
- The capabilities to set up discounted licences through partnerships with Microsoft
- Proven experience of working with charities and non-profit organisations of a similar size to yours
- A helpdesk for answering ongoing IT related queries and provide aftercare post-project
These specific elements contribute to cost savings and a smooth transition and implementation, plus they won’t leave you high and dry if any problems occur after the main project has ended.
How quickly can IT infrastructure improvements start showing results for charities?
After an IT infrastructure overhaul there are some benefits that are apparent immediately. With Age UK Northamptonshire, users will have noticed that files were easier to access and collaborate on. New hardware increased the speed and capabilities for users, and with automatic updates, they are always on the version that is most stable/secure which also improves their experience.
There are preventive measures in place straight away such as cybersecurity processes that are ‘behind-the-scenes’ and less noticeable. Nevertheless, these processes start making a difference as soon as they are implemented.
