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Delivering effective IT improvement at THE Haberdashers' Aske’s Federation

The Haberdashers' Aske's Federation has a vision for all students and staff to have access to IT and to the support and training to enable them to use IT to improve learning outcomes. To achieve this vision it was necessary to investigate the current impact of IT across the schools, to determine which areas of IT infrastructure and operations should be prioritised for development or improvement.

Ensuring that the core IT function is effective and efficient was essential in order to give the Federation a stable base from which to implement its IT strategy for learning. This strategy will ensure the use of digital technology is embedded across the Federation and provides evidence of impact on pupil progress and on teacher collaboration.


About the Client

Set across three main sites across London, the Federation provides education for around 5000 learners aged 3-18, in South London. The Federation’s vision is built upon their core values of aspiration and achievement, personal responsibility, self-discipline and mutual respect. Technology is considered an important component in the Federation’s work to ensure students demonstrate a respect for tradition that embraces innovation and challenge.


The Challenges

The Federation needed to ensure that teachers and staff were supported in their use of IT to ensure that they could deliver high quality teaching for students and an efficient service to their wider community. Significant investment had already been made in one campus, with the additional campus sites now also needing to see benefits quickly, to ensure a consistent impact and experience across the whole Federation.  Critical to this was improving the ability of the IT support service to respond to staff and students, along with the provision of improved incident and problem resolution, in order to ensure a proactive approach to managing the service.

The Solution

The Federation developed a clear IT vision that led to the development of a twelve month implementation strategy. The strategy focused on shaping a suitable IT support service, planning standard device provision and updated audiovisual equipment in classrooms. The first step was to review and shape the IT support service to meet the requirements of all the schools within the Federation.

Developing an effective IT support service involved a review of the IT support team structure and a skills analysis of IT support roles. This staffing review led to the appointment of a central Federation IT Manager and IT Systems Administrator. Each campus then appointed an IT Service Manager to oversee the IT support of the schools within the campus. In order to ensure a responsive and local support, a new helpdesk system was implemented to allow each school to manage its own IT support calls effectively and provide proactive support.

Evidence of Impact

Since the implementation of this new IT operating model,  the level of quality and accessibility to IT support is consistent across all schools in the Federation. Teaching staff are displaying more confidence that when they plan to use technology in their lessons, it will not fail.  Efficiencies have also been evident in the IT support team’s day to day activities, typified by less time having to be spent reacting to staff reports and more time spent planning improvements and priorities.

In summary, the impact of improving the IT support model at the Federation brought the following benefits:

  • Teachers able to get back to work quickly
  • Greater staff confidence in using IT systems and equipment
  • Increased reliability of IT equipment
  • Reduced time spent logging calls for staff
  • More efficient problem resolution leading to a more prioritised service

9ine have worked with lots of schools to review and help shape an IT support service that suits their needs and allows them to build a pathway for better outcomes with technology. Get in touch for an informal discussion about how we can help.