The Prison Reform Trust is a UK charity working to promote a fair, effective and humane penal system. The organisation operates in a hybrid working environment relies on secure, dependable IT systems to support research, publications and advocacy activity across England and Wales.
The Prison Reform Trust initiated a review of its IT support arrangements due to a combination of technical challenges, operational inefficiencies and organisational change. A longstanding internal IT lead was leaving the organisation, creating a need to ensure continuity without reliance on individual knowledge. While Microsoft 365 Business Premium was already in place, device management and standardisation were inconsistent, limiting visibility and control across a mixed estate of Windows and Mac devices. Ongoing frustrations included reactive support, recurring technical issues and high printing costs. Previous printer misconfiguration involving PaperCut software had caused network disruption, increasing sensitivity to downtime, particularly during publication activity. The Trust required a more proactive and structured managed IT service that could improve reliability, strengthen security and provide clear planning for future initiatives, including a potential move to Microsoft Teams telephony.
Qlic IT proposed a managed service focused on stabilising the existing environment while introducing stronger governance, proactive support and forward planning. The engagement began with a comprehensive best‑practice review covering Microsoft 365 configuration, licensing, security posture, device estate, backup arrangements and network dependencies. This included assessment of Microsoft 365 Business Premium usage, Entra ID with multifactor authentication, SharePoint Online as the primary file platform and the planned introduction of Microsoft Intune for endpoint management.
Qlic worked with the Trust to design a consistent device management and security framework across approximately 23 organisation‑owned devices, including Windows laptops, desktops and two Mac devices, while accommodating limited BYOD access. Cybersecurity was enhanced through the planned transition to Sophos MDR under Qlic’s Platinum service, alongside a review of Microsoft 365 backup coverage using Datto Backupify for users and SharePoint data. Licensing arrangements for Adobe via Phoenix and Dynamics 365 Sales were reviewed to ensure suitability and value.
A dedicated Technical Account Manager was assigned to provide strategic oversight, regular communication and a clear escalation point. Unlimited, telephone‑first service desk support gave staff direct access to engineers, improving responsiveness and reducing disruption. Particular focus was placed on gathering detailed information about the existing Xerox printing environment and PaperCut configuration to enable early troubleshooting and cost review. Future projects, including Microsoft Teams telephony and office cabling changes, were scoped and planned to minimise risk and downtime. Vendor management across connectivity, printing and software suppliers was consolidated under Qlic to simplify administration.
The Prison Reform Trust achieved greater stability and confidence in its IT environment during a period of internal change. Proactive monitoring and structured support reduced recurring issues and improved response times for both full‑time and part‑time staff. Improved visibility of devices, security controls and Microsoft 365 configuration strengthened the organisation’s cyber resilience while supporting hybrid working.
Clearer oversight of licensing and backup arrangements reduced risk to critical data and improved operational assurance. Early investigation into the printing environment reduced the likelihood of further network disruption and established a foundation for future cost optimisation. The Trust also gained a clear and realistic roadmap for planned initiatives, including Microsoft Teams telephony, ensuring that future changes can be delivered with minimal impact on staff. Overall, IT support shifted from reactive issue handling to a proactive service aligned with the organisation’s sensitivity to downtime and long‑term objectives.
- Improved reliability and reduced recurring IT issue
- Proactive, telephone‑first support with clear accountability
- Stronger security oversight through managed endpoint and threat protection
- Dedicated account management and best practice guidance
- Reduced risk and greater confidence in IT decision‑making
