"The fact that Gallery already supports many charities, their straightforward approach when presenting to colleagues and their cultural fit with our values and ways of working were significant factors in choosing them”.
Chris Dew, Director of Finance and Resources
Nordoff Robbins is the largest independent music therapy charity in the UK, dedicated to changing the lives of vulnerable and isolated people.
When the member of staff responsible for IT decided to move on from Nordoff Robbins, the charity took the opportunity to re-evaluate and consider the best practice for IT support and improvement.
A full Tender process to identify attractive supply alternatives was conducted, with the outcome being a decision to outsource to the Gallery Partnership:
“If we hadn’t outsourced, finding a suitable candidate for an in-house role and training them up on our heavily be-spoked systems within the time available presented significant risks. Plus we would still have required external cover for periods of absence-I had worked with Gallery before at a previous charity, on both website development and IT support and so included them in the tender process with 2 other agencies."
All prospective firms were invited to present to groups of colleagues from which our collective assessment was gathered.
Nordoff Robbins already had many different projects in plan, in addition to the ongoing management of their IT support.
The charity was planning a move to cloud-based solutions, with Microsoft Office365 and SharePoint, as well as simultaneously dealing with an office move.
As a result of the relationship, Nordoff Robbins have been able to review their future plans properly.
“Getting organised has resulted in big improvements; for example, the speed of ticket resolution dramatically increased, thanks to Gallery’s responsiveness. There isn’t a subject area that they don’t know about, so there is much more confidence now that all helpdesk issues will be resolved swiftly” Chris remarked.
Nordoff Robbins subsequently pursued another Tender process, to move their Documentation management into the Cloud, in order to share information more effectively. The objective is to increase information availability to all staff communities in all locations (within the office and outside).
An assessment team was created, including function heads and three companies were again invited to bid for the work. All the tenders proposed Microsoft’s Office 365 together with SharePoint.
Nordoff Robbins chose the Gallery Partnership’s – “Charity ShareCentre” for this new project, because they were the only provider who had invested in a customisable system template – making the benefits apparent to all of the assessors.
“We found Gallery’s commitment to our needs very attractive” said Chris. “The substance of the offer was clearly demonstrated; this wasn’t just sales talk”.
It was particularly helpful to see SharePoint in action and ready to deploy, with a clear demonstration of the potential of a shared knowledge base.
“Gallery worked with us to design a sharecentre built around our needs and the post-implementation support has been superb. We’re now able to take full advantage of collaborative working in the cloud. Colleagues love the flexibility of being able to access shared content from anywhere.”
Overall Client experience
Chris comments on the whole relationship:
“Average closure time for tickets has dropped, with support volumes declining overall, as persistent issues have finally been resolved.
We are now able to lift up from the day-to-day and focus on the longer term strategic IT issues.
The implementation process for SharePoint was well defined, both for taxonomy and libraries and included the ability to customise the site.”