CASE STUDY: Future Directions (CIC)
About Future Directions (CIC)
Since their 2015 founding, Future Directions (CIC) is a values-based high-quality social care provider. Moreover, they drive a personalised agenda so that each individual they support has a support package for their individual support needs. Future Directions currently also provide services across the North West and plan to expand further.
They support people with complex needs who require additional support including adults and young people with:
- Mental health needs;
- Learning disability;
- Forensic history;
- Complex health needs;
- Acquired brain injury;
- Older people;
- Profound multiple disabilities;
- Young people in transition.
Future Directions carry out a multitude of important operations which sees them working with vulnerable people. Therefore, data security and data protection are of paramount importance to them. With Future Directions (CIC), or Community Interest Company.
Issues with their cloud provider
They were utilising the Cloud through hosted desktops from another provider. However, they were unhappy with the level of service they were receiving from that provider. They were experiencing multiple issues such as:
- regular extended periods of downtime often on a weekly basis, as well as;
- improper data segregation, and;
- high response times to support requests, too.
More disconcertingly there was:
- no sovereignty in force, in addition to the fact that;
- every user having access to all the data held on the provider’s platform, and;
- no segregation of data was in place with no user access rights in force.
Above all, Future Directions have around 190 computer users in total. And they were regularly experiencing downtime each week, which was simply unacceptable.
In addition, their provider did little in regards to providing a reasonable level of support either remotely or on-site. On most occasions, staff dealt with a 2-day turnaround for staff to have their tickets acknowledged and looked at. Moreover, the actual resolution of the issues were a different story entirely.
To rectify these issues, they decided to switch providers and took their intended works to tender, ultimately won by Venom IT.
As with many companies, Future Directions also rely heavily on their IT system. In short, it provides crucial support to vulnerable individuals. And any disruption in their IT could potentially impact the support these individuals receive.
Ultimately, the latest feedback received from Future Directions reflects how they feel about their move from their previous supplier to us.
Since moving to Venom IT, Future Directions are not experiencing any downtime when using their new hosted environment.
In addition to facing no downtime, Future Directions are realising other useful benefits.
- First, support levels have not seen a single SLA breach.
- Second, the average first response time as of this moment currently stands at less than one hour.
- Also, there’s an average resolution time of fewer than 6 hours.*
*This applies to onsite together with hosted tickets since going live with Venom IT.
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