Age Concern Orpington is a local charity providing support services for older people within the Orpington community. Operating from a day centre environment, the organisation delivers essential services to vulnerable individuals, including those living with dementia. Its small staff team relies on dependable IT systems to manage administration, communication, and safeguarding responsibilities.
Age Concern Orpington initiated an IT review following the loss of its long‑standing internal IT support, which had previously been provided by a trustee. With no formal handover or documented oversight of systems, the organisation required clarity around its existing technology, security controls, and account access. The current setup was largely based around Google services and online Sage, with limited visibility into how systems were configured or managed.
In addition, the organisation was considering a potential move to a new building, which introduced further uncertainty around connectivity and infrastructure planning. With a mix of full‑time, part‑time, and email‑only users, Age Concern Orpington needed a dependable and proactive IT support provider that could offer rapid assistance, clear guidance, and reassurance. Ensuring resilience, cybersecurity best practice, and continuity of service were key priorities, alongside the need to fully understand the existing environment before making informed decisions about future improvements.
Our approach focused on establishing trust, clarity, and stability through a structured onboarding and discovery process. Recognising that there were several unknowns within the existing IT environment, we planned a comprehensive site survey and best practice analysis to build a complete picture of systems, access, and security. This allowed both parties to make informed decisions based on accurate information rather than assumptions.
Support was designed to be proactive, accessible, and easy to engage with. Unlimited access to engineers ensures that staff can receive help quickly when issues arise, while dedicated account management provides ongoing consultancy and advice aligned to the organisation’s needs. Communication is kept clear and jargon‑free, ensuring that all staff feel confident engaging with IT, regardless of technical ability.
Remote support tooling was introduced using ScreenConnect to enable efficient assistance without disrupting day‑to‑day operations within the day centre. Where servers were present, remote monitoring and management was implemented to improve visibility, stability, and resilience. Particular care was taken to respect the operating environment of a dementia day centre, ensuring that access times and support activities are handled sensitively and appropriately. This measured, transparent approach creates a solid foundation for reliable support and future planning.
Age Concern Orpington now has a clear and structured pathway towards stable, professionally managed IT support. The onboarding process has provided reassurance by addressing knowledge gaps and establishing documented oversight of systems and access. Staff benefit from responsive support and clear communication, reducing uncertainty and reliance on informal workarounds.
Improved visibility of the IT environment supports better decision‑making around security, resilience, and potential future changes, including any building move. Remote support and monitoring enable issues to be resolved quickly and proactively, minimising disruption to staff and service users. With dedicated account management in place, the organisation now receives ongoing guidance on best practice, cybersecurity, and system improvement. Overall, the new support arrangement provides confidence, continuity, and a more resilient IT foundation aligned to the charity’s mission and operating environment.
- Clear understanding of existing IT systems and access
- Proactive, unlimited IT support with fast response
- Improved visibility and resilience through monitoring and remote support
- Dedicated account management and best practice guidance
- Reduced risk and greater confidence in IT decision‑making
