case study: service excellence for hartham park

1 Case study Service Excellence for Hartham Park

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CASE STUDY

SERVICE EXCELLENCE FOR HARTHAM PARK


Hartham Park is an impressive 18th century Georgian mansion house with outbuildings housing 90 serviced offices with over 1,000 IT users. Set in the heart of the Wiltshire countryside, Hartham Park provides one of the UK’s premier workspaces within a rural environment.


INTRODUCTION The offices and workspaces are located in various properties over the 50 acre estate and include a state-of-the-art business centre, VOIP telephony services and full IT help desk for all residents and visitors using the facilities.

Up until 2005, the site had always been managed in-house but there was a need to increase the technical capability of the in-house team to provide the desired level of service for the premium business park. It was decided that the IT support function would be outsourced so that the internal team could focus on the core IT function for the business.

The key requirements of the support provision included:

• recording and documenting the entire office estate

• ability to proactively manage the estate on a continual basis

• provide a sale point-of-contact for all park tenants

• provide an on-site presence and be presentable and professional at all times

• ability to scale as the park scales with increased future demand

• manage and maintain all video conferencing and other audio-visual equipment on-site

It was decided that the IT support function would be outsourced so that the internal team could focus on the core IT function for the business.


THE CHALLENGE Hartham Park had looked extensively for service provision in the local area and were finding it a challenge to source a reputable, professional IT services provider that would provide continual on-site support at their expected service levels.

After extensive discussions with ITS, a solution was created whereby they provided an engineer on-site at all times with further outsource support from the head office in Notton, on the outskirts of Chippenham. This solution addressed the requirements of the Service Level Agreement that Hartham Park had with its tenants and ensured that the busy meeting space was supported at all times during office hours.

It was the high level of technical capability and professionalism of the engineers on the ground which made us choose ITS.”


WHAT WE DIDIn order to deliver the expected levels of service, a full time engineer was placed on-site at Hartham Park. From there, full documentation and recording of the entire site was started to ensure clear handover processes, visibility of the structure and process at the ITS head office for when additional issues occurred and finally, ensuring the ability for Hartham Park to scale in the near future.

THE RESULT: PROFESSIONAL, PROACTIVE, ENGAGED IT SERVICE SOLUTION FOR TENANTSPrior to working with ITS, Hartham Park was struggling to support the 1,000 IT users to the desired standards and deliver their service level provision. Through the 9 year relationship with ITS, both ITS and Hartham Park have honed and refined their processes to deliver exceptional levels of service from presentable, professional and effective engineers.

Their people are amenable and approachable. The support desk is proactive with an excellent attitude and their technical engineers are a real asset.”

MARK DAVIES, ESTATES MANAGER


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