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Published by , 2018-02-28 04:42:00

Womans Aid v2_RTG

Womans Aid v2_RTG

Tender Response
Glasgow Women’s Aid

For

IT Support, Telephony and
Mobile Communications

February 2018

Prepared By

Luke Fenton

Resource Addresses
East Kilbride Unit 1 Nasmyth Building, Nasmyth Avenue,
Scottish Enterprise Technology Park, East Kilbride G75 0QR
Edinburgh Bilston Glen Business Centre, 6 Dryden Road, Midlothian EH20 9LZ
Tel 08451 800 400 | Fax 08451 800 600
[email protected]

Contents

Section Resource Telecom Group Overview
Section 1 Scope of Tender & Requirements
Section 2 IT Support Services Overview
Section 3 Telephony Overview
Section 4 Mobile Communications Overview
Section 5 Pricing Schedule & Contract Terms
Section 6 Conclusion and Additional Resources
Section 7

Section 1

Resource Telecom Group Overview
Since inception our mission at Resource Telecom Group has been to provide all customers with a high-
level of service, clear unbiased advice and practical solutions. Each solution we provide is bespoke to each
customer and the focus is specifically on the organisations individual requirements.

Our extensive experience in the market place has made us profoundly aware of what customers really
want. We believe this is clear and accurate information and advice, a fast, efficient and reliable service
encompassing leading edge products and technology and importantly the backing of a responsive support
facility.

The difference at Resource Telecom Group is that we really listen to what our customers are saying and
take responsibility for the issues they raise.

Resource Telecom Group offers a service that delivers from initial consultancy through to installation,
commissioning, training and ongoing maintenance. This is backed up using our own highly trained and
specialised installation and maintenance teams.

The in-depth knowledge and expertise in both current Information Technology and Digital & IP
communications solutions that our teams possess enables us to deliver and maintain solutions across the
spectrum of business requirements. From a single office telephone application to large complex ‘state of
the art’ multisite configurations, Resource Telecom Group can provide a specifically designed, flexible and
effective solutions.

Resource Telecom Group pursues the most effective, cost efficient route for our customers while also
maintaining the focus on provision of practical, workable solutions. We draw on a broad range of market
leading products alongside the practical experience of our field-based consultants and technicians.

Resource Telecom Group is one of the UK’s most trusted names in the supply and maintenance of business
solutions. We have 20 years’ experience and specialise in SME Lines and Calls, Mobile & Broadband
solutions, Panasonic and Mitel Telephone Systems and IT Solutions. Our customer base covers all Scotland
including Glasgow, Edinburgh, Perth, Aberdeen and all points in between.

Our sales team are highly knowledgeable and experienced in all the solutions we supply and are well
equipped to assess your business requirements. We can provide you with all the information you need to
make an informed choice about which phone lines, broadband, business systems and mobile solutions to
invest in.

Our engineering staff are highly trained by the manufacturers of the products we supply. They offer an
ongoing professional service of the highest standards, providing you with the perfect solution and support
for all your business needs.

Section 2

Scope of Tender & Requirements

Glasgow Women’s Aid have invited companies to tender for the provision of IT Support Services,
Telephony and Mobile Communications. In this tender document we will accurately display how we would
deliver each of these services to the organisation from end-to-end with information provided on how the
services will migrate and how they will be supported subsequently.

Glasgow Women’s Aid have been providing support to victims of domestic abuse for over 40 years, whilst
in recent times the Aid has expanded its focus to help young people and children as well. The organisation
operates from Bell Street in Glasgow with 4 Refuge Spaces throughout Glasgow.

Glasgow Women’s Aid has moved from being a standalone charity relying on donations to a publicly
funded unit that offer a wide spectrum of services ranging from Practical & Emotional Support, Refuge and
Post-Refuge Support, Crisis Support, Training & Development and Child Support Groups.

The scope of the requirement is to offer Glasgow Women’s Aid an external provider that not only delivers
core services to ensure the smooth day to day running of systems, but a company who can become a
long-term partner which will aid with challenges and decisions that need to be made in the future.

To maintain such a relationship requires us to ensure that we provide clear concise support for the current,
whilst giving forward thinking ideas and advice for business growth with the organisations best interests in
mind.

Although two separate organisations, ourselves at Resource and Glasgow Women’s Aid share a lot of the
same ideals in that we want the best for those that we serve, and we care about the people that are a part
of our business.

We hope that this resonates and that the following document outlines how by choosing Resource Telecom
Group to work alongside Glasgow Women’s Aid, you’ll receive the level of care and service that matches
that of what you provide from your own organisation for the present and future.

Section 3

IT Support Overview

Resource ICT Solutions have been providing IT Support and Services to organisations across Scotland and
the rest of the UK for the past 10 years.

With over 50 years’ experience top to bottom we believe we have a great foundation to speak to a vast
and varying range of customers and truly understand what they need.

The cornerstone of our day to day operation is our IT Support service, which we believe we have really got
our finger on the pulse with the packages that we offer as they are as flexible and reliable as they are
robust and deliverable.

Historically, support providers have placed their onus on the physical infrastructure of a business to be
able to specify the level of work to be carried out and estimate the level of support required. A flaw in this
method and what makes this approach dated is the fact that the very people that are to use the service
within an organisation aren’t considered as an active driver to their provider.

In the modern age of cloud-based technology, remote working scenarios and virtual environments it would
be unfair to price a service based on devices and servers as people are constantly in need of IT whether
that’s in the office, on the road, at home or even on holiday.

One staff member for example may have a desktop for the office, mobile or tablet devices as well as a
laptop so the question we raised to ourselves is whether it’s fair to charge by device or to consider the true
need of an organisation and its staff.

We will look to quantify the above further in the next pages of this tender document and explain how this
is really a simple, people focussed service.

As part of our support packages, clients have access to our helpdesk service 24/7 to log any support
requests. These can be made in 3 ways:

• Email – A dedicated support email address for support clients only.
• Phone – Support only telephone number that gives instant access to an engineer.
• Desktop Client – A Skype style application that gives users instant ticket submission and direct

dialogue.

We set strict timelines for our engineers to respond to support tickets by whichever method they are
submitted so users will always receive a prompt response.

Section 3 cont...

We use Naverisk RMM (Remote Monitoring & Management) Software to monitor your entire IT estate in
real-time and continuously round the clock.

This is delivered using custom monitoring roles to cover and create alerts to notify us when something is
operating outside of the Aids’ usual parameters.

Examples of the features and rules that are monitored are:

• Newly Installed Applications
• Lack of Storage Space
• Critical Service Interruptions
• Email Availability
• Anti-Virus Updates
• Windows Updates

As a part of our ongoing commitment to providing transparency to our customers and to solidify a
consistent level of service, we can provide either weekly or monthly reports of all tickets logged with the
following information:

• A full breakdown of tickets submitted, and work required to complete.
• A list of all Remote Access sessions and which devices our engineers have accessed and for how long.
• Full summary information on performance of all devices over an agreed period.

To compliment the above services, our engineers will carry out proactive resolutions to issues before they
become potential threats to users, in turn minimizing how often we need to reactively serve the
organisation.

A benefit to this is that if a user is repeatedly logging similar issues, we would look to advise the user and
educate them about how to carry out the task correctly to avoid further, unnecessary sessions and improve
productivity amongst staff.

We operate a very simple response time structure, this means that dependant on the severity of the case
there will be a defined window of time that we must respond and action the request or issue. 98% of our
first line tickets are closed within an hour of them being logged, a fact that we are very proud of.

• Critical – 90 Minute On-Site Response
• Important – 2 Hours Response
• Day to Day – 4 Hours Response

We have custom alerts setup for all tickets submitted into our helpdesk system to ensure engineers are
correctly allocated and reminded when the ticket is approaching the SLA deadline.

As for our critical response, we are a 25-minute drive to the Aids’ Bell Street office and so comfortably
within reach of SLA.

As we operate from both our East Kilbride and Edinburgh offices, we can provide a well spread and
consistent service to our customer base, so if an issue logged requires an onsite visit then we would be well
placed to be able to attend at the earliest convenience.

A full audit will be carried out upon any contract commencement to ensure that we have the correct asset
register for the business, at this stage we’d outlay the actions required to ensure a smooth transition of
provider

Section 3 cont...

Current Infrastructure & Advice

Glasgow Women’s Aid have kindly provided information regarding current set up and environment, in this
section I’ll provide some information as to where you’re sat and what’s available.

Windows Server Standard 2012 R2 is out of mainline support from Microsoft as of October 2018, so this
may be worth considering upgrading this to 2016 Standard at some point.

The pitfalls usually associated with server implementations is costs primarily however as a Registered
Charity you would be entitled to receive discount using Microsoft’s Open Licensing Platform. This typically
reduces pricing by up to 80% or in some cases you may even be able to apply for a donation of software
to completely negate costs.

If working from outside locations is necessary within the organisation then Office 365 should be
considered as that not only reduces the need to have an expensive on-premise Exchange that will become
redundant over time, it will also give you the ability to work from anywhere with an internet connection
and even reduce the need to rely on Terminal Services if SharePoint is utilized.

Again, as you are a charity this is either free through donation or available for I believe at time of writing
circa £1.50 per User per Month – a real consideration to make as it would improve the mobility and
flexibility of Glasgow Women’s Aid massively.

2 licences of Server Standard R2 would allow 4 Virtual Machines so one that houses Terminal Services
would leave 3 remaining, usually services such as Donation Software or Databases can be held on Virtual
Machines, so this would be noted for investigation pending audit.

All Print/Router/Network/Firewall equipment is covered under the IT Support Agreement.

We utilize Bitdefender Anti-Virus Solutions which cover both physical and virtual devices, this would be
rolled out at contract commencement and is included in the monthly support fee.

We also utilize the SolarWinds suite of Mail Protection products which again will be rolled out and inclusive
of any support fee.

The reason we do this from the off is to ensure that we can effectively monitor and manage all aspects of
security and threats from our own dashboard and so that you know that all services are included and
there’s no unexpected extra costs mid contract.

We will also provide a multi layered backup and disaster recovery solution that will ensure that all data is
replicated to a virtual server held offsite every 15 minutes for quick failover for key applications such as
client databases.

This includes nightly SQL if applicable, Email and File backup of all servers to our Pulsant datacentre in
Reading which will ensure that incremental, encrypted copies of files are held off site in the event of files
being accidentally deleted, corrupted or encrypted.

You are free to retain your Datto unit for the contract duration as this can be used as an onsite application,
however our service comes at no additional expense as included in support fee.

Section 4

Telephony Overview

We are committed to offering only business class products, delivering exceptional service and fantastic savings
for our customers:

Excellent savings – Resource will save you on your BT line rental and offer reductions on all your call related
charges.

Fantastic rates – On local, national, mobile numbers and International calls

BT Openreach Engineers – All new installs and line faults are carried out by BT engineers to ensure the
best quality workmanship thus ensuring minimal disruption.

Easy to switch – All transfer of service is completely seamless and carried out directly behind the scenes by
Resource Telecom, with no loss of service and no need to change your number.

Improved Billing – Our billing platform offers our customers a much more precise bill on monthly basis. We
have found this to be of huge advantage to all our customers especially for marketing campaigns and
analytical purposes. This includes full itemisation.

Our pledge ensures that we always provide you with the premium cost reduction solutions on all business
phone calls and provide you with the most attractive rates within the market place – so you need never worry
about the cost of your calls again or shopping to find the most up to date solutions. We are passionate about
customer service and ensuring we respond rapidly and effectively to your needs. Telephone support is free. Our
customer service centre is based in the UK and is staffed by highly knowledgeable and helpful professionals.

We offer BT lines but at a reduced cost. The transfer from your current line provider to Resource is seamless with
no disruption to service. As well as making savings on your telecoms spend you also get better customer service
from us through a more personal approach. We provide traditional analogue lines as well as digital ISDN2 and
ISDN30 lines and can also offer industry leading VoIP (SIP) trunk solutions.

Resource Network Solutions offer a comprehensive range of business broadband solutions to suit all your
requirements. Powered by a world-class network infrastructure and supported by unrivalled customer service
and technical support, Resource broadband is a fantastic solution for your broadband requirements. Including:
ADSL2+; FTTC; FTTP; GEA; EFM; and Leased Lines.

Section 5

Mobile Communications Overview

Our mobile solutions offer unlimited calls & texts for all users with stepped data bundles available for the users
who require data.

Our service works across both Vodafone and O2 networks providing the ability to mix networks on one bill.
With mobile coverage being an important part of safety, we can offer you the option to have users on different
networks on the same tariff.

The solution is fully managed by a team in East Kilbride who actively monitor usage and report to you on an
ongoing basis throughout the month. No more bill shock for users who have exceeded allowances. This not
only ensures the spend is kept to a minimum but saves time in investigating if spend has increased.

Glasgow Women’s Aid have an estate consisting of 39 mobile phone handsets varying between Nokia 215 and
Lumia 550 handsets, 19 of these have a data allowance. The handsets are on the Vodafone Business Share
3000 plan and a similar level of provision will be required along with new handsets.

Usage & Billing
We’ll always be looking over your account to ensure you receive the best plan for each user, whilst we’ll also
recommend changes to you based on the usage of each user.

Plans are available to be changed every 30 days up or down, so should a user leave the business we move the
plan down at your request. This will not affect the contract you have.

Example of a Resource Mobile Usage Alert

User Service Cost Recommendation
07770000000 4 minute call to £0.66 per minute
0845 number Bundles available to reduce cost of calling these
07771000000 £0.04 per mb after numbers. Please contact account manager for more
3000mb used of allowance. information
3000mb allowance
Increase user data allowance for next 30 days to
cover additional usage.

At Resource we can split billing into sub accounts to allow for easier invoicing and reporting as opposed to just
one account with everyone’s names on. All queries are handled by Resource at East Kilbride who can provide
additional reports should you require. All usernames and cost centres can be changed on our portal where you
access billing reports as well.

A pre-authorised list of users will be provided to ensure the account is kept secure with only changes and
purchasing allowed by certain users. All other users can contact for advice at any time.

You will also have a batch of spare sims available that will enable users to get back online within 30 minutes
should they lose a device. Our out-of-hours service allows for you to call in and have a handset barred should
it be misplaced. Normal process to bar device or swap sims within normal working hours is handled by our
Mobile Support Team in East Kilbride.

Section 6

Pricing Schedule & Contract Terms

IT Support
We propose that we put Glasgow Women’s Aid onto our Resource Helpdesk Complete service package. This is
an all-encompassing package that covers the organisation for every service that is required without the need for
additional invoices.

As mentioned previously, this is based on a per User per Month model as opposed to the dated approach of
using company infrastructure to decide what to bill a client.

The benefit of this is that the service is flexible so if the business grows add staff are added then it’s easy to
foresee any additional charges, this works both ways and if you are to lose any staff member then a notification
to us of the intent will incur a drop in the invoice value.

This ensures our service is never static and that we are engaging with you to make sure that you are not paying
for services that aren’t being utilized.

Resource Helpdesk Complete is charged at £11.49 ex VAT per User per Month and includes
the following services as standard:

• 24/7 Server & Device Monitoring and Alerts
• Unlimited Telephone / Remote / On-Site Support for Office Hours (0800-1800)
• Project Consultancy and Account Management
• No Additional Charge for Weekday Call-Outs
• Monthly or Weekly Management Reports
• Full Liaison with Third Party Providers
• SLA Response Times with 90 Minute Critical On-Site
• Full Anti-Virus and Anti-Spam Software as Above
• Full On-Site and Off-Site Backup as Above

The contract term for this service will be 36 Months.

Telephony

The telephony switch to Resource would take two forms:

Continuous Services:
We refer to the phone lines services (analogue/PSTN and digital/ISDN) as continuous services as the switch
from provider to provider does not result in any downtime whatsoever. You could compare this to switching your
gas or electricity supply from one provider to another – the service does not stop, but rather a date is agreed
whereby one company will cease providing billing and support services, and the new provider takes over.

Stop/Start Services:
We refer to the broadband services (ADSL / FTTC etc.) as Stop/Start services, because in order to switch
provider, we need to stop the service for a period. This stop in the service is usually only for a few hours on a
pre-determined date of your choosing however, the down time is necessary to switch over the broadband
provision and then swap out or reconfigure the hardware as required (routers/firewalls etc.).

All costs are ex VAT subject to 36 Month Term



Mobile QTY Cost per Month
19 £180.50
Product 20 £160.00
Unlimited calls, texts & 3GB 39 £340.50
Unlimited calls & texts
Total per month

Hardware can be purchased in advance as a one-off cost or the hardware can be leased over 24 months
which allow you to spread the cost of the hardware.

Hardware that meets the requirements listed below:

• 20 x Nokia 216’s @ £500.00 ex VAT Total
• 19 x Motorola Moto E4 Smartphones @ £1786.00 ex VAT Total

Total hardware cost would equate to either £2286.00 ex VAT or £116.58 ex VAT per Month
depending on payment method.

That would mean a total 24-month cost to Glasgow Women’s Aid of £10,458.00 ex which is based on
upfront purchase of hardware and monthly plans shown in above table.

Contract term for Mobile would be a minimum 24 Months and all leased hardware remains property of
Resource Telecom Group.

Section 7

Additional Resources

We would like to thank Glasgow Women’s Aid for allowing us the opportunity to tender for business, I hope this
document shows that we are honest and capable in supporting your requirements should we be selected.

This concluding section will provide information that you have requested that sits outside of any of the above
information.

HOLDING COMPANY – GLG TELECOM LIMITED

REGISTERED ADDRESSES:
•Resource ICT Solutions Limited– Atlantic House, 1a Cadogan Street, Glasgow, G2 6QE
•Resource Network Solutions Limited – Atlantic House, 1a Cadogan Street, Glasgow, G2 6QE
•Resource Mobile Solutions Limited – C/O Thomas Barrie & Co, Atlantic House, Glasgow, G2 6QE

We are available online at the following address:

www.resourcetelecomgroup.com

Fault Reporting & Escalations – Each aspect of the business allows for tickets to be submitted to the relevant
support team via telephone and email. Below are the escalation points for each department

• ICT – ICT Sales Manager / ICT Director / Board Level
• Network – Network Supervisor / Group Sales Manager / Board Level
• Mobile – Mobile Sales Manager / Group Sales Manager / Board Level

All the above staff are named and outlined on our organisation chart which has been attached overleaf.

Resource Telecom Group currently and historically have worked with Women’s Aid Organisations throughout
Scotland. Services delivered include but are not limited to fully managed IT Support, the provision, maintenance
and billing of fixed Landline and Internet services and the provision, maintenance and billing of business Mobile
solutions.

Average sizes of contract listed below:

• ICT – 30-50 Users on average per Customer
• Telephony – 15 lines on average per Customer
• Mobile – 55 Data Connections per Customer

A copy of our Health & Safety Policy has been attached overleaf.

Resource Telecom Group do not operate a specific confidentiality policy, we operate policies pertaining to
communications which adhere to; The Data Protection Act 1998, The Freedom of Information Act 2000 and
the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000. We are
also in line to comply with the new GDPR that come into effect in May 2018.

Resource Telecom Group do not perform staff disclosure checks; however, we are happy to provide these when
required by Glasgow Women’s Aid. We have in the past provided these reports when working in similar
organisations along with Schools and Nurseries.

Our company mission statement is included within the Resource Telecom Group Overview; however, we’ve also
asked our staff to give examples of how they would describe working for Resource Telecom Group and what it
means to work here:

• Resource Telecom Group promote personal development of all staff and progression by giving them a voice.
• Empower staff who show leadership qualities by promoting from within. Focused on continuous improvement

and pursuit of excellence.
• Teamwork through sharing knowledge to improve staff performance and ultimately end user experience.
• Listen to our customers and growing with them, adapting positively to ever changing technology

requirements.
• Resource Telecom Group deliver on our promises and are committed to ensuring our products and services

are of the highest standard.
• Inspire creativity and embrace innovative ideas with a bold and flexible approach.
• Resource Telecom Group provide a workplace that has integrity, respect and rewards open minds.

Please find below references for you to use, these include organisations in a similar line of work, status and size
along with a designated contact:

The Prince & Princess of Wales Hospice
Services provided include IT Support, Telephony and Network
Anne Hattie, Director of Operations
[email protected] - 0141 429 5599

Crossreach
Services provided include IT Services (Wi-Fi), Telephony and Network, Mobile Communications
David MacPherson, Head of Procurement & Facilities
[email protected] – 0131 657 2000

West Lothian Women’s Aid
Services provided include Mobile Communications, Telephony and Network.
Ilena Brown, Manager
[email protected] – 01506 461938

We are happy to provide further references if Glasgow Women’s Aid require us to do so.

Once again, thanks for allowing us the opportunity to tender for your business. If you need to get in contact you
can do so via our main telephone number, 08451 800 400 and I am available on extension 231. I am
available by mobile on 07887527767 and via email on [email protected].

Luke Fenton
ICT Sales Manager
Resource Telecom Group



GLG Telecom Limited Health & Safety Policy

Statement

• The company's statement of policy is presented under the requirements of the Health and
Safety at Work Etc. Act 1974, Construction (Design and Management) Regulations 2015
and other relevant legislation.

• The company will maintain, so far as is reasonably practicable, suitable safe and healthy
working conditions to ensure the health, safety and welfare of employees, visitors or
members of the public.

• Adequate controls, in the form of safe working practices, will be provided to reduce the risks
arising from all company work activities.

• The company will provide and maintain safe items of equipment.

• Employees will be consulted on all matters relating to their health and safety.

• The company will provide suitable systems of work for the safe handling and use of
substances utilised during work activities.

• Employees will be provided with suitable and sufficient information, instruction, training and
supervision to undertake their duties and responsibilities in a safe and competent manner.

• The company will, so far as is reasonably practicable, seek to prevent accidents and
incidents of work related ill health.

• The company will co-operate with other employers, clients, sub-contractors and enforcing
authorities on all matters in respect of health and safety.

• The Directors and Managers of the company are responsible for providing suitable and
sufficient resources, including technical and financial, to achieve the aims and objectives of
the policy.

• The Directors and Managers will actively demonstrate their commitment to health and safety
as an example to employees.

• Health and Safety will never be compromised for any other objective.

• This policy will be reviewed and revised annually or more frequently, where required, to
achieve continuous improvement in respect of Health and Safety.

• The company will seek advice from a specialist consultant as, and when, required.

Date: 30th January 2018

Resource Addresses

East Kilbride Unit 1 Nasmyth Building, Nasmyth Avenue,
Scottish Enterprise Technology Park, East Kilbride G75 0QR

Edinburgh Bilston Glen Business Centre, 6 Dryden Road, Midlothian EH20 9LZ

Tel 08451 800 400 | Fax 08451 800 600
[email protected]


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