Customer Stories

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Customer Stories

eir Managed ICT services deliver for Dublin City Council

Dublin City Council (DCC) manages one of the most dispersed and mission-critical networks in Irish local government. The organisation recognises that out tasking is the most cost-effective and efficient way to manage its network performance and ICT security and chose eir as its managed services partner.

eir’s winning approach

  • We delivered maximum availability and rapid issue resolution, fully grasping the business implications of downtime for DCC.
  • We demonstrated that our outsourced delivery of network and security services would be more cost effective than in-house management by DCC.
  • We fully addressed all DCC’s requirements and we integrated with DCC’s own trouble ticketing system for better network performance management.

Key benefits to Dublin City Council

  • Risk of change mitigated during transition to eir managed service, thanks to eir’s proven project management methodology.
  • Full assurance that DCC network is performing at the required levels to support day-to-day business needs.
  • rapid on-site engineer presence when needed across the metropolitan coverage area of DCC, with eir’s extensive field service capability.
  • Greater forward visibility and control of ICT investment for DCC as eir provides proactive advice on future issues and requirements, including upgrade of devices approaching maximum utilisation.

Solution at a glance

  • Network management including proactive monitoring of DCC routers, switches, firewalls and VPN concentrators across 135+ sites.
  • Rapid diagnosis and resolution of issues including software updates, performance analysis and assessment.
  • Full integration with INFRA, the DCC trouble ticketing system.
  • managed security including firewall, Web content filter and antivirus appliance management.
  • eir field engineers are on call for any on-site visits needed to repair nonperforming hardware.
  • Fast issue resolution and equipment replacement from Cisco and other vendors. eir is the longest established Cisco Gold partner.
  • Dedicated eir Service Relationship Manager holds overall responsibility for meeting eir’s SLAs and analyses and reports to DCC on issues including network and device performance, incident handling, and recommendations for further improvements in our service.

 

What Dublin City Council said

“An ICT estate like ours, which has grown over a number of years, has a scope and a complexity that make the task of providing a network equipment and security managed service challenging. We were extremely pleased with how smoothly and efficiently eir assumed management of these services for us, and the service we receive on an ongoing basis has been excellent. We’re looking forward to continuing the relationship.”
Brian Curtis, Head of ICT for Dublin City Council

eir Managed ICT services deliver for Dublin City Council

eir Northern Ireland enables the NICS strategic vision

A major ICT investment program, including a high-performance wide-area network, is at the heart of a ten-year modernisation and reform program in the Northern Ireland Civil Service (NICS).

NICS has replaced regional IT services with a new shared IT services infrastructure, IT Assist, and is rolling out new shared applications for HR, finance and document management. To support its strategy, NICS needs a network with the best levels of reliability and service, and it chose eir Northern Ireland as its managed network services partner.

eir’s winning approach

  • we presented a strong vision for Network NI, a new 1 Gbps WAN built and managed for NICS. Our vision was of a highly proactive managed network service, based on our high-speed Northern Ireland fibre ring.
  • we measure not just whether NICS circuits are up or down, but network performance, including jitter, latency and round-trip delay.
  • commitment to delivering a high-quality experience for 18,000 end users.
  • willingness to allow NICS to specify the Key Performance Indicators against which our SLA compliance will be measured.

Key benefits to NICS

  • Heterogeneous legacy networks replaced with a common network capability to support business transformation initiatives and shared ICT services.
  • eir NI Service Operations Centre provides a one-stop shop which saves time for NICS, for any service related query or bandwidth adjustment.
  • continuous proactive management of network performance delivers consistent, reliable support for all vital business applications.
  • QoS-capable network gives NICS the platform to rollout applications including Account NI, Records NI, HR Connect and NI Direct, and VoIP.

Solution at a glance

  • managed IP MPLS network delivered to 350 sites connecting at speeds from 2Mbps to 1Gbps.
  • QoS is available at the WAN, extendable to the LAN.
  • eir NI Service Operations and Network Operations Centres were designed around NICS’s needs.
  • engineers monitor the fibre ring and the performance of Network NI including circuit utilisation and application performance.
  • we proactively manage network issues through resolution, with continuous updates to NICS.
  • eir NI ensures NICS bandwidth investment remains at the right levels.
  • NICS may drawdown services including IP telephony connectivity; mobile working; LAN equipment.
  • IP telephony was drawn down & will be the largest VoIP deployment in the island of Ireland: 20,000 seats.

What NICS said

“We’re able to say that we have one of the best infrastructures of a regional government anywhere in Europe. And we ran more than two months ahead of schedule, because we worked exceptionally well with eir. A significant amount of planning with them and with our teams was done in advance, and that has really paid off. The working relationship is extremely good.”

 

Bill McCluggage, Director of the Delivery and Innovation Division at the Department of Finance and Personnel

eir Northern Ireland enables the NICS strategic vision