case study: its supports rapid scaling for oasis dental care

1 Case study ITS Supports Rapid Scaling of Oasis Dental Care

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CASE STUDY

ITS SUPPORTS RAPID SCALING OF OASIS DENTAL CARE


Oasis Dental Care is a leading provider of NHS, private and specialist dental care and has grown significantly from 70 dental practices to over 200 practices in the last 10 years.


INTRODUCTION The Oasis vision is to transform dentistry by providing high quality NHS, private and specialist dental treatment on a national scale and to be the default brand in provisioning that care. Underpinning the vision is the high clinical standards, access to innovation and the professional development of their dentists and staff.

In order to achieve the intended growth and scale, Oasis needed to restructure the business and as part of that process, decided to decentralise the IT department from the head office in Norwich to Bristol. Therefore, there was a requirement to support this transition and set up the IT infrastructure to enable the intended growth.

With such a significant internal restructure and the move from Norwich to Bristol, Oasis made the strategic decision to outsource IT strategy and ongoing support services. Having a strategic partner in place that was able to transition the company, set-up the IT infrastructure and provide on-going IT support services to the growing estate of dental practices was essential to meet business objectives.

Oasis commissioned a tender process to find a local IT partner in the South West that was able to scale and service the projected size of the company. The requirement was to:

• Review and assess the current infrastructure to determine appropriate technology infrastructure required for growth

• Relocate the entire IT infrastructure to the new Bristol head office

• Provide immediate on-site IT support

• Provide a scalable support structure to service the expanding estate of dental practices

After a rigorous procurement process, ITS was selected and have continued to provide Oasis with IT strategy and day-to-day support since 2008.

After a rigorous procurement process, ITS was selected and have continued to provide Oasis with IT strategy and day-to-day support since 2008.


THE CHALLENGE Oasis were in the early stages of rapid growth and at the time of the relocation were embarking on a series of investment funding. The second round of investment was focused on increasing the dental practice estate to fuel growth. To achieve the ambitious growth targets, an appropriate architecture was necessary to support the head office, wider estate and enable growth in the long term.

ITS’ core role was road-mapping the infrastructure to enable the anticipated growth and ensure a robust and resilient framework, whilst maintaining business as usual.

The key areas for consideration behind this were:

• The implementation of a standard IT model at all practices

• A patient system hosted locally at each practice

• A corporate network across multi-site locations

• Corporate servers at a data centre in London

• On-going maintenance and support of the entire, nationwide estate

ITS’ core role was road-mapping the infrastructure to enable the anticipated growth and ensure a robust and resilient framework…


WHAT WE DIDIn order to achieve the intended outputs, it was essential that the ITS team worked in partnership with Oasis. The growing practice expansion required a ‘business as usual’ mentality and so the engineers at ITS needed to quickly understand the set-up of each practice coming into the estate and incorporate them as efficiently as possible. With any dental practice, there is a high demand for business continuity as patient care doesn’t stop – leaving no margin of error.

Once the estate reached the intended size, systems across the business were reviewed to ensure a streamlined business across the board. This included:

• An upgrade to the email system and roll-out to 3,000 end users

• Implementation of new finance and procurement systems, including the infrastructure to support these, back-up and round-the-clock monitoring

In addition to this, ITS was tasked with providing:

• Third line IT support including server management, proactive management and monitoring with regard to disk usage and error messages

• Out-of-hours support against their ‘critical’ SLA standard to all 210 dental practices nationwide

• Supplementary service desk to support 1st and 2nd line support tickets, where necessary

The growing practice expansion required a ‘business as usual’ mentality and so the engineers at ITS needed to quickly understand the set-up of each practice…


THE RESULT: BUSINESS CONTINUITY The reality for Oasis has been the smooth transition for each and every dental practice joining the estate and the smooth relocation of the IT department to Bristol. ITS has enabled Oasis to achieve ‘business as usual’ during such a dramatic period of scaling their business.

Furthermore, in 2013, Oasis needed to relocate the IT environment onto refreshed hardware which was hosted on ITS private platform. This secured a long term commitment from Oasis, including a three year support contract.

The relationship between Oasis and ITS is a true partnership. They’ve been 100% accountable to our investors during our rapid growth, and proved themselves over and over again.”


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