How are BSF contracts delivered?

[svon5]

How do RM and the like actually go about delivering managed services under the BSF contracts. Is it a case of having in-house technicians, backed up by a team of mobile technicians, and a call centre/3rd line support somewhere? Or is it a lot more simple than that? Quite curious about how they actually go about doing this, since the way these companies are delivering on these contracts clearly isn't working out.

 

Thanks

[jallsop]

I can't speak for current practice, but I was the manager in a school in the midlands during RMs reign with the PFI bids in the area. (Not sure if it still is)

 

We had to provide basic first level support in house, (Simple software updates, replace cables, swap out faulty optical drives, etc,), work with mobile techs for things like re-imaging, and network configurations of the APs etc., and then send off all hardware for serious fault rectification. Experiences varied though, and in the first round of installations we got mostly good service. On the refresh 3-4 years later, it took a couple of schools to band together to get proper 2nd level support.

[glennda]

How are BSF contracts delivered?

Thanks

 

Badly - or is that not enough information