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Standardizing EdTech Support: Boosting 56 School Districts with Innovative, Cost-Effective Services

08/22/2024

Background 

Our Technology Services client is the leader in educational technology designs, implementation and ongoing support. Serving 56 school districts, their mission has always been to enhance public education and the opportunities available to students by providing access to innovative and cost effective services. In 2016, this client acquired a major school district and would utilize this opportunity to roll out their standardization platform for end-user and infrastructure support which would serve as the benchmark for how other districts would be supported in their technology moving forward.

 

The Challenge

The support team for these districts was always a decentralized function of the organization as a whole and the client wanted to develop a way to get every district operating under the same standards, policies, and procedures. In the past, when they acquired a new district, they would come in and assess the technical environment and provide an a la carte solution. As different problems began to arise across all of the districts because of the inconsistencies in their technical environments, our client needed to standardize a one size-fits-all model so they could support each district in the same way to create more consistency. In order to achieve this standardization, the client wanted to hire a brand new support team for the newly acquired school district and utilize their experiences during the acquisition to formalize how all other newly acquired districts would integrate into their shared services support model.

The Solution 

Softworld worked with our customer to identify the critical skills needed to be successful with end-user support services providing best-in-class customer service. While user administration support services were important, we focused on a skill set consisting of` advanced Microsoft Office experience, strong Customer Service background, demonstrated Office 365, Active Directory, and general hardware support knowledge.

We then delivered a team that learned the environment, successfully integrating into the client (districts) IT and business community, and more importantly, utilized a benchmark system with the end user to track and assess the overall success of the transition from the old system to the new. This team has successfully inserted themselves and their procedures into the school district and has been a welcomed addition to their students, faculty, and staff.

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