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A Managed Service Solution: Windows 10 Transition

Arden and GEM CSU support approximately 40,000 desktop and laptop devices across England. Having worked with Seymour John on similar projects, we were appointed to transition over 12,000 devices, from Windows 7 to Windows 10, for AGEM’s NHS customers across Essex and Norfolk & Waveney.


The managed-service agreement was procured via the Elis 2 Transformation Framework to design and deliver the transition as part of a wider GP IT Transformation programme. Working in partnership with AGEM and their customers’ digital teams, the requirement was to deliver new or upgraded hardware and software to ensure all organisations remained compliant with the NHSD requirements. This included incorporating Windows 10, aligned to the delivery of an overall GP IT refresh programme (in preparation for HSCN), refresh of desktop PCs, laptops, network switches, and migration to active directory setup once migrated to the new domain.

The Challenge

Co-ordinating access to undertake separate discovery and implementation stages was a huge logistical undertaking. Beyond the scale of the requirement, the Covid pandemic struck as we were halfway through delivering the final phase of the project, which had a significant impact on our ability to access GP surgeries. Health and safety of practice patients and staff and, of course, our own delivery teams, became paramount.

Our Approach

We set up a digital portal, where practice managers could access information about the transition and timescales involved, and schedule appointments convenient for their practice. We contacted each practice directly, explaining the urgent need for the transition and how to schedule an appointment. At its peak, we had 35 experienced consultants, working in the field. Each site followed a Discovery, Initial Mobilisation, Design, Solution Implementation, Transition, Handover methodology.

When Covid hit, the project was paused. As restrictions lifted, we called in our in-house strategic HR team to carry out risk assessments. They quickly developed a comprehensive health & safety handbook, detailing the compulsory protocols to be followed by all Seymour John consultants onsite. PPE was sourced and supplied, and new project delivery milestones agreed.

The Outcome

12,000 devices were successfully transitioned across seven CCGs, including 450 GP practices. While adjusted, due to Covid, all of this was delivered within agreed timescales and budgets. As a result, we continue to partner with AGEM on a wide range of digital and people resourcing projects.

Sophie Peters

Sophie Peters

Sophie is dedicated to helping NHS organisations succeed in today’s complex operating environments. Hers is an integrated, holistic approach to enabling healthcare systems to do more with less.

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