Having acknowledged the need for proactive IT management, enhanced security and efficient support, the team at Willen Hospice in Milton Keynes turned to established provider Bechtle to help it overcome several challenges.
The senior leadership team within the hospice had identified issues with the incumbent provider and had an ambition to work with a local IT provider that could improve day-to-day support, whilst acting as a consultative partner to inform the next stage of its IT operations and security transformation.
As Bechtle put forward a submission as part of the Milton Keynes hospice’s proactive review of potential local partners, it became apparent that, alongside delivering great support and presenting a clear vision for IT strategy, there was a need for significant investment of time to understand the existing IT estate.
Bechtle’s tender submission was built around the following key areas:
- Comprehensive support: Bechtle’s service model to support Willen Hospice was built around the local service desk in Northampton, complemented by fixed resource on site three days a week and extended hours support to cover the hospice in its various fundraising efforts outside of business hours.
- Flexible and scalable support models: the hospice set out a core focus of reducing ticket volumes and improving productivity for all users within the charity.
Willen Hospice provides free, specialist palliative care and support to adults with life-limiting illnesses, within the hospice itself and in the local community.
Akash Chatterjee, Director of Finance and IT at Willen Hospice, said:
“We reviewed our internal IT processes and systems and came to the conclusion that we needed a solution which was more than just day-to-day resolution of issues.
“We needed a strong business partner who would work with us to shape our IT future in the forthcoming years and simultaneously not lose sight of the day-to-day issues that the teams at the hospice face from an IT perspective.”
From Bechtle’s point of view, the new project involved:
- 250 users across the hospice and in the community
- 16 sites
- A full managed service partnership
- Fixed on-site support
- Strategic IT development
The partnership, which has been in place since October 2024, has already delivered key benefits including a positive impact on user engagement, with good feedback across the hospice workforce and an improved support experience. There has also been a resolution of long-standing issues, thereby improving productivity for the workforce and leading to a better experience for users.
Bechtle designed a support model to help the hospice achieve its goal, with a scalable commercial model and regular reviews of the cost to make sure spend aligned to consumption as support volumes were reduced. Because of the nature of the client’s work, it was important to Bechtle to ensure as much money as possible remained with Willen Hospice to support the admirable work it does, and to create a support model that would help achieve this.
Efforts have been made to consolidate costs where possible through maximising existing solutions and implementing new services to reduce licensing costs. The partnership has also led to the development of a long-term IT roadmap, with a budget improvement plan to be delivered over the coming years.
Amy Malburn, Matron at Willen Hospice, said:
“Previously, we had some difficult situations occur, largely because of building work and IT was severely affected. The staff on our inpatient ward and in the community were all impacted, and it left them nervous and anxious regarding IT provision. So having Bechtle come on board and being really supportive and delivering what we need has been helpful.
“When we raise a ticket, Bechtle are very responsive and that’s important because all patient care is recorded using IT these days. Bechtle have made such a diff erence because they act when we need them to act.”
Partnership beyond IT
As part of its aim to be a supportive partner, Bechtle is dedicated to helping the hospice deliver its work in the community and at the hospice, both through IT improvements and collaborative efforts to raise awareness and increase fundraising.
Through key stakeholders in the partnership on both sides, Bechtle will actively support the fundraising efforts of Willen Hospice with its Volunteering Day initiative for all colleagues – just one of the ways it will look to work with the hospice outside of the core deliverables of the partnership.
Connor Slasberg, Head of Service Pre-Sales at Bechtle, said:
“We’re delighted to be working in partnership with Willen Hospice and it’s been a fantastic journey from inception of review to now working closely with the team. When Bechtle acquired ACS, we felt it was important to reiterate our desire to continue supporting local businesses and our partnership with Willen Hospice absolutely reflects our commitment to doing so. Willen sits firmly as a true pillar of the Milton Keynes community and we’re incredibly excited to support the fantastic work they do in the coming months and years.”
Find out more about Bechtle on 01604 704000 or visit their website here.
To find out more about the work of Willen Hospice visit their website here.
