Industry
Human Services
Company HQ
Massachusetts
Number of Employees
200-500 employees
Client Since
2023
Addressing a social assistance organization’s modern IT infrastructure to support and grow their services
Since 1983, a private social assistance organization has been providing support services including day habilitation and transportation to empower a wide range of individuals with developmental disabilities (IDDs) and their families to participate meaningfully in their communities.
But as a growing social assistance agency whose primary goal is to support individuals with increasing lifestyle options and independence, a handful of serious technology complications were making their growth, consistent support of services, and long term planning difficult to achieve. By partnering with our team here at Davin Tech Group, we’ve improved their IT security, risk management, completed a tech inventory, kept their team online, and rolled out several new tech platforms — all within the first year of our partnership.
The challenge
Handling serious tech downtime and establishing a trusted IT partnership
Before beginning their partnership with Davin Tech Group, the organization relied on one individual for most of their IT needs. They would come in primarily on nights and weekends to handle all manner of things, from system updates to security issues. And while this method worked for a time, it became more apparent that they’d need to rethink their IT management and strategy — in part due to their organization’s growth and increasing need for more hands-on support.
Several technology complications served as a turning point. In particular, an incident where a server went down and caused a week-long interruption to key schedules and operations was a sign that more comprehensive IT support was required from a group like our team — especially as the social assistance organization sought to keep their day-to-day transportation operations up and running smoothly.
“We do thousands of runs a day and that stuff changes on the fly,” says Lynda, Compliance Director for the organization. “So when they [the transportation department] didn’t have access to the minute to minute changes in the schedule, it created a really big problem.”
Knowing that they wanted a more hands-on approach to their day-to-day IT management and strategy with a focus on improving security, they began the search for a reputable company that could assist them in rethinking their IT. That search brought them to us here at Davin Tech Group.
The goals
Comprehensive IT services to support a growing, multi-location human services staff and increase security
By outsourcing IT development to a full service technology team, this human services organization had a few goals in mind — provide daily, comprehensive IT support for their staff, maintain security and liability requirements within their organization, and develop an improvement plan for their existing technology and systems.
At their four locations across Massachusetts, and many diverse programs — in-home services, day habilitation services, alternative day services, and transportation — the team needed streamlined systems, protected by a layer of cybersecurity. As a growing agency that’s looking to support their staff and clients at all times, access to expert, strategic IT management in the short and long term was key.
The solution
Outsource IT services to a local, proven team
The organization’s social assistance technology management and strategy began with an IT assessment, including a full inventory status of all of their equipment. We identified priorities with their leadership team and mapped out timelines and the workflow moving forward.
From there, we tackled their crisis situation so lengthy downtimes from their servers would not occur again and operations for their staff and transportation departments could run smoothly. We took over management of employee onboarding, offboarding, and general IT support, so that staff can easily submit tech help requests at any time, from any location.
“Feedback that I get from our staff,” shares Patricia, Associate Executive Director, “is that when they do put in a request for some support, the response time is very quick.”
“The troubleshooting and dealing with different issues [like streamlining staff IT support] has been a significant help to our organization.”
The process
Reassess technology and security and implement ongoing, strategic IT management solutions
After taking stock of their IT systems and processes, and establishing plans for the organization’s social assistance tech, we have become a go-to partner for all things IT management and strategy over the last year — from initiating new technology rollouts to establishing effective security protocols right away. “They implemented security procedures quickly,” shares Lynda. “They have a lot of tools available to them that they share with us.”
“Recently, [DTG] did help us implement tablets for the drivers [in our transportation department]. But they helped survey the software options and get the department on board!” says Lynda. “They set up all the tablets for us and made sure that [they] were securely protected.”
“They’re really good. [They] offer training all the time.”
The outcome
Secure, responsive IT support that allows the team to operate on the go and use the latest tech without interruption
In a year of partnership, we have been able to fully reassess this org’s IT, smoothly implement new equipment and tools into their arsenal, and migrate their systems into the cloud so that they can continue to grow and provide social assistance on the go, with no interruptions. Two projects that made a big difference for the team were moving their phone system online to RingCentral, and installing interactive boards for the day programs.
“In addition to supporting us in looking at our systems and our security, they’ve also assisted us in setting up a new phone system down in our South Yarmouth program,” shares Patricia. “[By] looking at what the program needed, asking a lot of questions in terms of making sure that what we were going to bring into the program was going to meet the needs of the staff that were utilizing the phone system. [That] really went seamless, from what we [were] using.”
“There’s been a lot just […] in a year’s time that we’ve been able to upgrade and move forward with, so it’s been a very positive experience with them, [Davin Tech Group].”
The results
Phenomenal communication and a sense of comfort for IDD support staff
“I think one of the things that has been very important [from] the staff at Davin Tech Group, [is that] their communication is phenomenal. They always follow up on issues in a very professional manner and [they] always give you the feeling that they’re on your team,” says Patricia.
“They’re here to help us. [That] willingness to help gives us a sense of being comfortable.” By working with Davin Tech Group, their team was able to receive impactful communication and support across all aspects of their social assistance IT, from points of crisis to everyday tech support.
“Knowing that they’re taking care of us, that’s been great!”
Our partnership allows them to continue providing all of their support services for IDDs effectively while also giving them space to focus on growing their organization with peace of mind when it comes to strategic IT management.
Through our IT support, their social assistance team no longer has to face tech crisis issues alone, can expand tech offerings available through their programs, and can continue to support individuals across all of their services knowing that their IT management and strategy is in capable hands.
“What we’ve gained from Davin Tech Group, their support and services, the peace of mind, the security, and knowing that they’re being proactive for us, on our behalf. I think they’re a great company to work with.”
