Case Study – Start Network

Start Network

Start Network aims to transform humanitarian action through innovation, fast funding, early action and localisation.

They are continually tackling some of the biggest systemic problems that the sector faces – issues including slow and reactive funding, centralised decision-making and an aversion to change. This means that people affected by crises around the world, do not receive the best help fast enough and needless suffering results.

Start Network aims to catalyse change in three ways:

  • Shifting humanitarian financing from a reactive to a proactive model
  • Creating a more balanced system that shifts power and decision-making to those closest to the frontline
  • Facilitating collective innovation to solve humanitarian problems locally and globally

Twin Systems began their relationship with Start Network in May 2019 after a successful tender bid. The project was undertaken to transition the organisation from an internal service desk to the Twin Systems service model.

 

The Challenge

As part of Save The Children, Start Network had previously experienced high quality internal IT support, with rapid response times. The challenge was to ensure the level of service was maintained in a new environment with limited internal infrastructure. Seamlessly transitioning to Twin Systems support was essential taking into account Start Network was going through a substantial change itself, IT support had to be discrete and professional at all times.

The Solutions

Twin Systems has proactively evolved external IT support to provide the experience of having a dedicated IT support team. Throughout the process Twin Systems Support staff were available onsite and remotely to ensure any user issues were dealt with promptly.

Start Network’s project allowed Twin Systems to showcase many of its core services to best affect and ensuring Start Networks productivity was unaffected. Here are some of the services provided.

Twin Systems Help Desk

  • Full Remote Support Monday to Friday 08:00 to 18:00 Overseas support year 2 plus
  • 24 hour support when requested
  • Full service level agreement in place
  • Liaison with 3rd party technology partners to deal with warranty, licensing, issues
  • Periodic consultancy to ensure compliance with external audit requirements
  • Software updates, security patching, anti-virus, threat detection software to ensure system security

Procurement

  • New laptops (MAC and Windows) configured and installed for all members of staff
  • Existing laptops repurposed and made ready for new members of staff
  • Conference system installed and fully configured
  • Professional advice on new systems and software requirements

Software support and Licensing Management

  • Microsoft Office 365 E3 Implementation
  • OneNote
  • Publisher
  • SharePoint
  • OneDrive
  • Adobe Creative suite
  • Microsoft Teams set up
  • Miscellaneous local applications

Ongoing Support and Compliance

  • Full Remote Support Monday to Friday 08:00 to 18:00 Overseas support year 2 plus
  • Full service level agreement in place
  • On-site support where required
  • Liaison with all 3rd party technology partners to deal with warranty, licensing, issues
  • Periodic consultancy to ensure compliance with external audit requirements specific to the not for profit sector for example
  • Software updates, security patching, anti-virus, threat detection software
  • Ensure compliance of the service under the General Data Protection Regulation(GDPR)
  • Ongoing Technical advice and expertise on ad-hoc basis. Re: Technology platforms, Cyber Essentials etc.

The efficient service that we receive from Twin Systems means we are free to focus on brand building and sales. The smooth running of our organisation relies on the infrastructure and support that Twin Systems provide.

Alex Ellisdon, CCO & Creative Director, OSPREY LONDON