Bringing a higher standard of IT support and more efficient processes to our Clients.

Every week or two we’ll post a blog with one of our case studies to give you a feel for why our Clients partner with us and the value they get from our relationship.

Support was not supporting properly.

Bield Housing Association is has been providing housing and services for older people since 1971.

One of the many services they provide to tenants is an Internet connected computer system in their supported housing complexes spread across Scotland.

“The user requests were not getting dealt with in the way we had hoped, delays and frustration were creeping in so we decided to deal with it proactively”.

Making a difference

Bield housing association made the decision to put the Silver Surfers project out to tender at the end of 2009. They were seeking an organisation who would be able to take care of the IT needs of the tenants whilst also improving the level of support and user experience for them and the staff.

As the 29 projects are spread across the length and breadth of Scotland, Bield required a company with the resource and infrastructure to deal with the geography as well as a proven track record of understanding and caring for older people and their IT needs.

“IT Support for the Silver Surfer project was not working. Volunteers and Service users were frustrated with long delays as remote access was not in place.” comments Bield Housing Association.

Since taking over the project, Bield staff and users have noticed a great improvement, Christine says, “I have only positive comments to make about the team at OCD. You have been very helpful and patient with the Volunteer Section. I have also received very positive comments from staff, tenants and volunteers at the schemes. I have appreciated the patience and helpfulness of you and your staff.”

The OCD effect

The association comments “A higher standard of IT support and a more efficient process are just some of the things you have brought to us.”

“If asked to describe OCD in a few words, we’d say – Professional, efficient, customer orientated and patient”

If you need your IT taken care of properly then get in touch and find out why organisations like Bield Housing Association choose to work with us.

Cast Study – SCIAF – IT Support and service Glasgow

Every week or two we’ll post a blog with one of our case studies to give you a feel for why our Clients partner with us and the value they get from our relationship.

A global challenge

SCIAF is an organisation that addresses the underlying causes of poverty in over 20 countries across the globe and helps people in these countries work their way out of poverty.

Like any modern global organisation, IT is an essential tool which must be reliable and up to date to ensure that SCIAF can stay on top of all its projects and the “business”.

Recently the permanent IT officer left forcing SCIAF to re-think its IT arrangements.

Virtual IT Department

When the IT officer left the organisation, the most important thing was to find a way to put in place a cost effective service that would ensure SCIAF ‘s systems were maintained effectively and supported properly.

“One of the things we really like about the relationship we have with OCD, is that there is a core team of people who look after us very well, so they know us, they know our set up and as a result we believe we get better service,” stated Ann Karlin.

Our Virtual IT service provides organisations with an outsourced IT department where we assign a team of experts to provide the core service to maintain and support our customer‟s systems. We also draw on some of the deep expertise we have in specific areas that our customers would likely not be able to draw on with an in house IT team.

A proactive IT maintenance and support organisation is an essential business service for many companies, when it includes the deep expertise and experience that we provide, it becomes a business benefit as well as a business service.

Excellence as Standard

With an agreement like this, information is vital to both parties and we meet regularly to update SCIAF and get updates from SCIAF .

To date, we have outperformed our service agreement significantly and helped SCIAF both reduce cost and improve the reliability and availability of the organisation‟s systems.

OCD are really proactive. We know that our systems are maintained and looked after properly and we know what will need replaced or upgraded in advance. OCD make it all easy.” - Ann Karlin, SCIAF

“Nearly every fault is resolved in less than half the time allowed in the service agreement.” – Ann Karlin, SCIAF

Great quotes from a great Client, thank you.

Case Study – The Tullochan Trust – IT Support and service Dumbarton

Every week or two we’ll post a blog with one of our case studies to give you a feel for why our Clients partner with us and the value they get from our relationship.

Reactive support doesn’t work

The Tullochan Trust is the largest youth charity working in West Dunbartonshire providing inspiration and opportunities for over 400 children and young people aged 9 – 17 annually.

Tullochan provide a secure feature in young people’s lives, giving them the skills and experience to build confidence, self-belief and respect.

Tullochan’s previous IT provider was very reactive, response was slow and it was beginning to affect the morale of staff working on their day to day jobs.

Finding the right IT partner is crucial

True value needs to be measured not simply on the obvious investment of the support package, it needs to be measured on the real return on investment and the difference it can actually make to the effectiveness of a team and the morale in an organisation, our Clients experiences is cheapest is rarely best!

“Our previous IT company was essentially a very small operation, usually just 1 or 2 staff, and therefore was very reactive to issues and could take a few days to deal with the problem.” comments David Craig, Head of Fundraising for The Tullochan Trust.

The team at Tullochan found using the IT to be demotivating and demoralising until OCD stepped in and organised the IT as it should be, fixed outstanding issues and provided the promised level of support, David Craig comments, “OCD bring a tremendous amount of IT experience backed with sound and very knowledgeable staff. They very quickly audited our infrastructure and presented some cost effective solutions which would improve our systems. We have quarterly meetings with them to review things and discuss and plan the months ahead.”

The OCD experience
“OCD are different breed to other organisations we’ve worked with in the past. They really do care and will ensure that the guidance and advice is relevant to your needs whilst trying to identify cost effective solutions” states David Craig.

If asked to describe OCD in a few words, I’d say – Professional, experienced, caring and good value”

If you need your IT taken care of properly then get in touch and find out why organisations like The Tullochan Trust choose to work with us.

The Importance of Proof.

In a very crowded marketplace it’s difficult to differentiate yourself from the  competition.

Not because they are necessarily better than you, it’s because everyone is saying the same thing, they are the best, they go the extra mile, they have the best team, they, they, they, they…….

This has been the case for a while, however, it’s become very apparent through 2009 – 2010 as people desperately increase their marketing via mailshots, cold calls, email blasts etc.

Seeing this, we made a decision that we needed to work a different way, we needed to promote ourselves differently.

The OCD way is to stop talking about ourselves, how wonderful we are, how experienced we are, how we go the extra mile, how we invest in training and so on.

Instead we now let the most important people, our Clients, do the talking for us, we operate on the concept of proof.

Our Clients have taken time out of their busy schedules to tell you why they value us, why they partner with us, why they are extremely comfortable recommending us and so on.

We’ve taken it a stage further than most others who dabble with a few case studies or quotes, we have created a complete booklet of case studies which we can send to you, or you can download from our case studies section on the website.

The point of working this way is to differentiate OCD in the IT Service and IT Support marketplace by giving you a high comfort factor in selecting us to partner with.

The feedback prospects and Clients give us is that this approach is incredibly valuable and lets them see we don’t take them for granted and don’t shove generic sales spiel down their neck.

If you’d like to talk further please don’t hesitate to contact us, we’d be delighted to hear from you and provide a tour of our facilities.

An example of how technology can impact business decisions.

We will be launching a new service soon which requires a high speed internet connection.

We can’t use the prevalent ADSL or cable technology as our distance from the telephone exchange is at the outer limit which means our speed isn’t that great and in addition, the upload speed of an ADSL connection is pretty poor.

The result of this means we have to look at a technology called leased lines.

This isn’t something new, it’s been around for a while.  It’s a very good connection to the internet, it downloads and uploads information at the same speed and unlike ADSL and Cable and it can be scaled up to very high speeds.  The downside? It’s very expensive.

Now, ballpark figures for a 10mb leased line for us are around £11,000 per year for a three year contract (depending on where you are and the type of building you’re in etc. the costs vary).

We may need to increase the speed of this as the service takes off and demand increases, so we could move to a 20mb/30mb or 40mb connection.

Once we get to the 40mb speeds the costs increase to circa £17,000.

Anyway, as we continue to expand the business, we are reaching the point where the office we purchased three years ago is getting tight and we need to increase the space we have.

The connection for OCD between the new service and the office space we require is this -> as Internet providers release new technology called FTTC (Fibre to the cabinet) they can provide speeds of 40mb download and 10mb upload for circa £720 per annum.

Only certain exchanges are enabled for this technology with more coming on through this year and in to the future.

All of a sudden we have an interesting business decision to make which is this.

Do we stay where we are and look to buy more space in an office near us, pay for the leased line at £x, or do we look to move to an office near one of the enabled exchanges which would give us our connection for £720 per annum (saving between £10,000 to £17,000) and use the extra we would have spent on the leased line for more office space?

I find it interesting that the need for speed on internet connections can have an impact (potentially) on where you would locate your organisation.  It’s not something I had thought about in any great until now.  However, given how reliant we are on email and Internet use and because many now and in the future will use more Internet based services, it’s certainly something to think about when you chose to open a new office or relocate an existing one.

Feel free to contact us to have a conversation about this or anything else you feel we could help with, we’d be delighted to hear from you.

OCD are an IT company based in Glasgow who provide IT Consultancy, IT Projects and IT Support services to businesses and charities throughout Scotland and  the North of England.

The value of a great team

Very often time passes us by so quickly that it’s easy to forget the quality of and the effort put in by the team around you.

At OCD we are very fortunate to have had such a team for a considerable time now.

In my experience it takes very little time to thank the people around you for the effort they put in, many times this being over and above the call of duty.

It’s great to be involved in such a customer focussed IT company where the team genuinely care about the results and service they provide to our Clients.

I’d like to take this opportunity to thank everyone at OCD for their commitment, care, hard work, expertise and effort in providing the best possible IT support and IT services to our Clients.

You are a great bunch of people to work alongside and you are a credit to yourselves and the company.

Thank you.

Kevin

How much storage do you need?

It’s amazing how far storage capacity has grown over the years.

I vividly remember when I first got involved in IT support and IT solutions some 23 years ago that we stored 160k on an 8″ floppy (not that floppy) disk.

Most readers may not even remember floppy disks, it was how we stored information before hard drives were commonly used.

Seagate have now launched a 3 terabyte hard drive which is an absolutely huge amount of storage capacity.

To give some perspective, the animated movie Monsters vs Aliens required around 100 terabytes of storage whilst in production.

Whilst this sounds great, there are other things you need to think of before utilising this much storage like:

  • How to archive it
  • How to access it
  • How to protect it and
  • How to effectively use it.

OCD are experts in providing this type of advice, so feel free to contact us for advice if you need to, we’re here to help.

Inc.com talk about it a little more here.

Is the Cloud Right for Me?

We get asked frequently whether or not the Cloud* is something that companies should consider / change to / replace their existing solution with.

Many people hear the term and sometimes the hyperbole which can surround it at times and find themselves unsure and confused as to what they should do and what it means for their business.  It has featured frequently on the news, in seminars / webinars and newspaper articles for a while now with many vendors pushing their cloud offerings hard.

 The simple fact is like anything in life, Cloud computing is the answer and a great solution for some companies and it’s not for others.

 First of all you need to have a clear understanding of what it is that you are trying to achieve and whether cloud computing will help you achieve that. There are some things to think about here that are absolutely vital;

  1. Do you have or can you get a connection to the Internet that will support the application and the number of users who will need to access it concurrently? If you don’t, it just won’t work properly.
  2. Does using a cloud application deliver any real benefit to you – does it save money, does it deliver more up to date software, or is just a different way of doing what you already do anyway, in which case what is the benefit of change?
  3. Is it secure? The majority of work done internally in companies is confidential to one degree or another, does the cloud solution you are thinking of deliver the kind of security you want.
  4. Where does the data get stored? If you have confidential data when you save it or use it on a cloud application, where is it stored when you are not using it and can you be sure it is secure?

These are just four simple questions, but they are ones you need to ask and get answers to. We ask the same questions when we are working for a customer on the idea of cloud computing as a solution. In our design work on our own first cloud application -  offsite backup – we went through a rigorous process of researching, questioning and testing before we were absolutely happy that the solution we offer answers the four questions above adequately.

To be sure, there are some great solutions which are Cloud based, CRM systems, email systems, accounts systems to name a few.  Some of these are a perfect fit for some companies, however, the best thing you can do is to get the correct unbiased advice up-front from people you can trust and who have the experience and knowledge to steer you in the right direction.

Like most people in IT, we are excited about the potential for cloud based applications, however we also recognise that the software providers can also be a little bit too enthusiastic and take things to market without fully thinking through the implications. To ensure that you do get value and make the right choice for your business, we will always lay out the whole picture so you make your decision based on the full set of facts.

The two following quotes from David Hewitt, the IT Manager from Kilgraston School for Girls says it all I believe:

“OCD were the stand out supplier, the company’s focus on understanding our need and proposing a solution that fitted made them the obvious choice.”

“From the start it was clear that OCD were going to deliver not just a better technical solution, but a higher and more focused level of service. We would confidently recommend OCD”

Our business model is based on the concept of proof.  We let our Clients do the talking for us as opposed to the everyday method others use, which is to tell you how wonderful they are in their eyes.

Definitions:

*Cloud – Sometimes referred to as software as a service, software + Service, Internet computing and so on.  In simple basic terms it’s where your servers and applications i.e. email are located in a datacentre which you access via the Internet.

 *On premise – Where you have servers and applications running locally, i.e. on your business premises.

In case we forget

You’ll have noticed that we discuss IT support a lot in our blogs.  This is not the start of ensuring that our customers’ systems are well maintained and reliable as they can be. The start is the design of the IT solution designed to meet a specific business objective.

When we are tasked by a customer to specify and install an IT system for their business, the first place we start is with the business itself.

There is such a huge variety of equipment and software out there that it can be really difficult for the non expert to specify the right IT solution and all too easy for the poorly qualified or unscrupulous IT vendor to specify something that suits their needs without suiting yours.

Our approach is to find out about you and your business to define what kind of systems, software and implementation services are needed to deliver an effective, long lasting IT solution that really fits your business needs now and for the useful life of the solution (3 to 5 years normally).

This does not always make us the cheapest up front, but what our customers do find is that over the life of the solution, OCD offer a far better ROI as the real cost of owning an OCD IT solution is lower.

So if you need an effective, business focused IT solution in Glasgow, Scotland or further afield, you know where we are and how we work.

Flattery – It Feels Kind Of Good

We recently installed an online chat facility on our website so that potential customers and customers can speak to us directly if they have any questions. It works well and we are very pleased with the results so far.

But that isn’t really the point of this article. We also found that one of our competitors was spending quite a lot of time on our site. I won’t name them because they would probably be really embarrassed, but in many ways it is very flattering that a close competitor is looking at as in such microscopic detail.

IT support in Glasgow is a very defined market and there are quite a lot of companies offering support of all kinds, but we are really the only one that has really defined and stuck to an entirely proactive support model because it is the one that our customers and our target market need and demand. This does not mean we fit everyone’s need.

The other Glasgow IT Support company I mentioned, well they do traditional IT support and only respond when something is broken, rather than doing what we do, which is make sure it doesn’t break in the first place. So we have been left with a dilemma. Has this competitor realised that more and more organisations in Glasgow now want proactive IT support, as opposed to the reactive old style maintenance that most Glasgow IT Support companies provide? Or are they just fishing around to see what their competitors are doing.

As always we wish them well, but really hope they are just fishing around.

 
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