Managed services solution helps REACH Edmonton focus on community safety

Challenge

REACH Edmonton had been relying on the city of Edmonton for all of its IT-related services, but after a year with this arrangement, it was decided that the organization would be more effective if it moved to its own facility and operated independently of the city.

"In addition to finding suitable space, we needed to search for a partner that could help us build a complete IT infrastructure from scratch, including a server computing platform, user laptops, networking, Internet access, telephones, voice services and all the other tools we would need to run our business efficiently," said Adele Towns, Director, REACH Edmonton.

Solution

REACH Edmonton chose Compugen to build its new IT infrastructure because of Compugen's reputation, professionalism and ability to handle the entire project.

"We wanted a one-stop service and a single partner that could provide the whole thing – guiding us on what we needed, buying and installing it, and getting it all running smoothly," said Towns. "We saw Compugen as the only company that could do all that for us."

Compugen designed, built, deployed and activated a complete computing platform consisting of an HP based Windows end-user infrastructure, a central computing environment based on a Windows Small Business Server 2010 system, and a Cisco network infrastructure with Call Manager and Unity Express voice mail. A Cisco Integrated Services Router was installed to support the network infrastructure, firewall, DMZ and Internet connectivity.

After a successful deployment, REACH contracted Compugen to provide ongoing Managed Services. The services support end users and keep REACH's IT environment current, secure and fully operational, and provide proactive, end-to-end support across the environment. Services include:

• Service desk, incident & problem management;
• End-user application support;
• Technical support for the resolution of issues related to servers, networks, desktops and peripherals;
• Hardware break/fix, warranty and IMAC services;
• Server monitoring & management, including image and backup management;
• Network device monitoring & management, including firewall and Voice-over-IP phone system management.

Results

Through its agreement with Compugen, REACH has a comprehensive set of services at significantly less cost than that of hiring a full-time IT professional. Proactive monitoring and management are being done remotely, with onsite dispatch support from the Compugen Edmonton office for any activity requiring an onsite presence.

"It's my business to make sure my staff can work and that they have all the tools and support they need, so to me, there is a lot of value and return on investment to what Compugen is providing, " said Towns.