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Ian Harkess
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Simon Darley
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“We needed to find solutions to a variety of issues whilst being a complex business, operating in a 24/7 environment. Stripe OLT listened and understood immediately the challenges we faced.”

IT Operations Manager
Simon Darley
Trusted by industry leaders

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CLIENT SUCCESS

NHS Confederation

Transformation through Managed IT and Cyber Security Services

The NHS Confederation is the membership organisation that brings together, supports and speaks for the whole healthcare system in England, Wales and Northern Ireland.
 
They support leaders in innovating and transforming, helping them to improve the NHS and the nation’s health and well-being.
 
The NHS Confederation join the dots between different parts of the health and care system and connects members and partners, to share learning and develop solutions to common challenges.
Solution
Transformation through Managed IT and Cyber Security Services

The Challenge.

The NHS Confederation was at a critical juncture – they had decided to streamline their IT operations, but knew they needed to find a partner with a diverse skill set to support their requirements.

Specifically, they were looking for a partner to fulfill the following requirements.

➡️ Full IT Outsourcing: The NHS Confederation wanted to transition the majority of their IT functions to a trusted, external provider.

➡️ Enhanced Support: They wanted to improve IT helpdesk services and overall user support.

➡️ Streamlined Operations and Infrastructure: They wanted to optimise their IT systems for efficiency.

➡️ 24/7 Security and Compliance Support: They knew they needed to ensure robust cyber security practices and adherence to healthcare regulations

The Solution.

Following a rigorous and competitive tender process, the NHS Confederation decided to partner with Stripe OLT.
“Partnering with Stripe OLT was largely down to the comprehensive nature of their solution. Balancing efficiency and security were our greatest requirements.”
This comprehensive solution includes several core deliverables that have helped the NHS Confederation transform their IT operations.
These core solution areas include:
  • Strategic Leadership
  • IT Support & User Management
  • Infrastructure & Operations Management
  • Data Management
  • Cyber Security
Let’s take a closer look at how each of these has helped the NHS Confederation achieve their objectives.

IT Support and User Management

Understanding the importance of seamless IT support in a healthcare setting, Stripe OLT’s helpdesk service was designed to address the full spectrum of user needs. From quick resolutions of day-to-day issues to tackling complex technical problems. Our multi-tiered approach provides the NHS Confederation with reliable, round-the-clock support. This has not only improved user productivity but also reduced system downtime.
User Management is supported through two key channels:
IT Helpdesk
Our Service Desk delivers front-line support for all IT issues at the NHS Confederation, ranging from 1st to 3rd line queries, these include tasks such as:
  • 1st Line Support: Basic troubleshooting, issue resolution and user management.
  • 2nd Line Support: Advanced diagnostics and application support.
  • 3rd Line Support: Expert-level, support for critical issues.
Since onboarding the NHS Confederation, we’ve seen a dramatic reduction in high-priority tickets, in addition to a reduction in generic user tickets.
Managed Cloud Portal
The NHS Confederation benefit from their own dedicated cloud portal that allows their team to raise tickets and track any open tasks as and when necessary. Crucially, in using a dedicated cloud portal, they get to benefit from one singular point of contact.
“Our team often tell me how great the helpdesk service is, and that the Stripe OLT team have done a great job supporting them with a range of issues.”

Strategic Leadership

To ensure the NHS Confederation can leverage their technology to its full potential, Stripe OLT also work closely with their senior management to integrate a forward-thinking approach, offering continuous guidance and strategic alignment. This is delivered through the following channels:
Virtual CTO
Our Virtual Chief Technology Officer (CTO) provides strategic oversight to the NHS Confederation, helping them to align their technology toolsets with their wider business goals. We offer insights into best practice, changing technologies and help to create a roadmap that supports long-term business objectives.
Quarterly Business Reviews
We hold Quarterly Business Reviews (QBRs) with the NHS Confederation to help them evaluate IT performance across their business. These reviews help refine strategy and address any issues, ensuring technology alignment with evolving business needs.
Weekly Meetings On-Demand
For urgent or ad-hoc topics, we offer weekly meetings on demand. This flexibility allows our team to address pressing issues, or new opportunities quickly.
Dedicated Partner Success Manager
We offer regular catch-up meetings on demand, to discuss any issues or opportunities. This regular touch point with their dedicated Partner Success Manager ensures the senior management team at the NHS Confederation always have access to the technical resource they need, when required,
“In addition to the helpdesk team, our account manager is brilliant, and a pleasure to work with. She really contributes to our partnership, and truly helps everything run smoothly.”

Infrastructure and Operations Management

For the NHS Confederation, a reliable infrastructure and smooth daily operations are essential. During our partnership, we’ve worked to enhance their IT infrastructure through proactive management and strategic upgrades. Specifically, via the below deliverables:
Managed Network & Site Support
The NHS Confederation receive ongoing support for their physical IT infrastructure, including network management and hardware maintenance.
At the turn of the year, our team worked to implement a number of improvements, to increase the durability of end-user devices and their network infrastructure, this included:
  • Replacement of old firewalls
  • Procurement of business-grade HP laptops for users
  • Reconfiguration of Autopilot scripts to ensure all necessary applications were installed for new devices.
  • Implementation of automated reboots following Windows updates, configured by our Network Operations Centre (NOC) team.
These changes have had a direct effect on their team, reducing the number of high-priority tickets raised, and in turn a reduction in user downtime.
Microsoft Cloud Infrastructure Management
Cloud services are now a crucial part of daily operations within every modern business, and the NHS Confederation is no different.
As a Microsoft Modern Work Solutions Partner, our team support productivity applications across their entire M365 estate, including popular applications like SharePoint, Teams and Intune.
In addition to the management of these applications, our team ensure the NHS Confederation receive managed licensing support to ensure their users are continuously supported with the right suite of applications.
Onsite & Remote Support
At Stripe OLT, we understand that every client is different, each with their own distinct infrastructure needs. That’s why we provide a flexible service tailored to our client’s specific setup. Our on-site engagements are available on an SLA case by case basis, to proactively ensure any potential issues, ensuring smooth and uninterrupted daily operations.
Procurement Management
Procuring hardware and software can be a time-consuming challenge for many organisations when handled in-house. So, our team offers a fully managed solution, including a comprehensive service catalogue for streamlined options and complete management of device documentation.
“The great service provided is evidenced by consistently green customer satisfaction scores from our entire team. The quality of technical, day-to-day support for our users has improved significantly since switching over to Stripe OLT.”

Data Management

To safeguard critical data and ensure business continuity, the NHS Confederation receive the following from our IT support team:
Managed Backup and Disaster Recovery (BCDR)
In today’s world, technology extends far beyond the walls of your business. Whether it’s a natural disaster, supplier risk, or human error, organisations must have robust Backup and Disaster Recovery plans in place. That’s why the NHS Confederation benefit from partnering with a certified data management and security provider, to manage all of their DR requirements.
Third-Party Supplier Management
Managing third-party technology suppliers can be a complex and time-consuming task. Our team takes this responsibility, coordinating with external vendors to ensure smooth service delivery and effective issue resolution. Whether it’s overseeing ISPs, telephony providers, or third-party licenses, we handle every aspect of the NHS Confederation’s technology supplier management.

Cyber Security

The security of sensitive healthcare data is paramount, and Stripe OLT’s 24/7 Security Operations Centre plays a crucial role in protecting the NHS Confederation.
24/7 Security Operations Centre
Being both an MSP & MSSP means our clients can also benefit from round-the-clock cyber security support, facilitated by a completely independent security team at Stripe OLT.
Whether it’s protecting sensitive data, ensuring regulatory compliance, or defending against sophisticated cyber threats, our SecOps team proactively protect, monitor and manage the NHS Confederation’s estate, to ensure their organisation is as secure against malicious actors.
Our award-winning MXDR service covers a number of critical deliverables, some of which include:
  • Dedicated Event Management
  • Endpoint Detection & Response (EDR)
  • 24/7 Monitoring & Support
  • Dedicated Alert Management
  • Proactive Threat Hunting & Vulnerability Reporting
  • Cloud Security Baseline Management
  • Shadow IT Management
  • Company-Wide Phishing Training
  • Digital Footprint Assessments
  • A dedicated Chief Security Advisor (CSA)
“Stripe OLT’s expertise and prompt response to any issues have not only strengthened our security posture but also provided peace of mind to our entire organisation. We are grateful for their outstanding support protecting our vital data and infrastructure.”

Transformational Results

The transition to Stripe OLT’s Managed IT and Cyber Security Services has led to transformational change across the NHS Confederations estate, and in turn, has had a wide impact across their business:
✅ Increased Operational Efficiency: Streamlined IT operations have led to more efficient workflows and reduced downtime.
✅ Enhanced User Support: Improved IT helpdesk services have shortened resolution times and elevated user satisfaction.
✅ Strengthened Security Posture: Robust cyber threat protection and comprehensive disaster recovery plans ensure a higher level of security and compliance.
✅ Optimised IT Operations: Managed cloud portal and effective third-party supplier management have streamlined IT functions and improved performance monitoring.
✅ Elevated Confidence and Agility: The improved IT infrastructure and strategic support have positioned the NHS Confederation for greater operational agility and long-term success in an ever-changing technology landscape.
“Our partnership with Stripe OLT has empowered us to focus on what we do best, knowing that our technology and security needs are in trusted hands. We look forward to continuing this successful collaboration as we drive towards even greater achievements.”
For organisations that want to know how we can support their digital transformation, through our Managed IT and Managed security services,  get in touch with our team today. 

“Our partnership with Stripe OLT has empowered us to focus on what we do best, knowing that our technology and security needs are in trusted hands. We look forward to continuing this successful collaboration as we drive towards even greater achievements.”
NHS Confederation
Nikki Barraclough, Director of Finance & IT