Public Sector
Case Study : IT Support Services 24/7 Infrastructure & Helpdesk Support for Public Welfare Agency
Summary : A large public-welfare agency managing social services across multiple districts faced frequent IT outages, slow user support, and decentralized infrastructure management. Expedite was contracted to provide comprehensive IT Support Services, including 24/7 infrastructure monitoring, helpdesk support, and proactive system maintenance, resulting in stable operations and improved service continuity for public programs.
Overview
Client Goals
Ensure uninterrupted
IT infrastructure uptime across all regional offices.
Provide rapid
standardized helpdesk support for agency staff.
Maintain data integrity
and security across distributed systems.
Reduce downtime and
service disruption impacting public welfare programs.
Enable scalability of
IT systems to support future growth and additional programs.
TECHNOLOGY
Technology Alignment
Deployment of centralized monitoring
& alerting systems for servers, networks, and endpoints.
Standardized helpdesk
ticketing platform accessible by all district offices.
Automated backup &
disaster recovery solutions to safeguard public data.
Implementation of role-based
access control, encryption, and compliance protocols.
Virtual Private Network (VPN)
setup for secure remote access for staff.
Scalability infrastructure
cloud-ready environment to support future expansion or program deployment.
Challenge
Operational & Infrastructure Limitations Identified:
The public welfare agency was struggling to maintain consistent, reliable IT operations across its statewide offices. With thousands of citizens depending on essential welfare services daily, system outages, slow response times, and fragmented IT support created significant operational risks. The agency needed a stable, centrally managed IT support model to ensure uninterrupted service delivery, faster issue resolution, and stronger security compliance.
Frequent system outages and slow network performance affecting service delivery.
Lack of centralized IT support and inconsistent helpdesk response time.
Fragmented infrastructure management across multiple district offices.
Risk of data loss, security breaches and compliance issues due to inadequate monitoring.
Inefficient resource utilization redundant hardware and unmanaged licensing increased costs.
SOLUTION
Strategic Approach
Conducted full
IT infrastructure audit across all offices.
Designed a support services
model combining on-site and remote support with 24/7 monitoring.
Rolled out centralized
helpdesk system and standardized SLA-based support workflows.
Implemented backup
DR, and security protocols to protect sensitive data.
Provided training for
agency staff on best practices for security and system usage.
Established proactive maintenance
schedules and periodic performance reviews.
CONCLUSION
Results Achieved
99.8% uptime
across agency infrastructure post-engagement.
68% reduction
in helpdesk resolution time, improving staff productivity.
Zero major data loss
incidents and enhanced data security compliance.
Reduced IT operational
costs by ~25% via centralized management and resource optimization.
Improved service delivery
to citizens, with fewer delays and better agency responsiveness.
Scalable infrastructure
ready to support future program expansions effortlessly.