After the latest firefighting episode at a client's office it occurred to me that what's happening is I'm being asked to help fix problems that shouldn't be occuring in the first place. Malware and virus infections on unprotected PCs. Data loss. Unreliable network connections. Problems with software acquired from a mate. Quality issues with cheap monitors. Almost all result from a lack of knowledge or a lack of appreciation of it's importance. People's networks and computers are lacking a little care and attention.
I don't get those problems at home, partly because I never buy products on price, I buy them on value, on quality and reliability and I make good decisions. Life's stressful enough without computers making things worse. I believe computers should be pleasurable to use, they should be reliable and there to help.
So I started to wonder what would happen if I took over the network and IT management at a small company or two. I know networking, of course, I'm an Internet engineer. What if I applied my principles to someone elses company, or even to their wired home?
I came up with this model. I'll run it for a while and review things after a year when I'll be able to see how many hours I've worked and what's been spent.
This is different from being a service engineer, although I may end up doing some of those tasks. A service engineer firefights (metaphorically speaking). This is about properly managing your IT resource so the problems never happen, so you get the most you can out of your investment. You should find your IT helps rather than hinders, and at the end of each day, you've still got energy left for your family and friends.
It turns out, too, that it's a false economy to let your computers get too old. According to this working on outdated computers is irritating and leads to overall job dissatisfaction and an increase in sick leave.
I'm quite into motivations, so I'm curious how this will unfold. If you employ a service engineer who is paid by callout, they will be rather happy if they can keep coming back to fix problems. If they are paid a fixed amount for the year, well, I've never had one say to me "I'll bring you a new printer". If I fix the root cause of a problem, there's less work for me, which, at least in the short term, means I make a little more profit from the deal. I am, therefore, motivated by the same things you are .. starting with developing a smooth running IT infrastructure. If I can set up remote control so I can help your staff without visiting your offices, or set up a centralised maintenance programme that makes my job more efficient, I should just be able to do that and realise the benefits.
Anyway, I thought I'd have two levels, one 'basic' for those who just want it to work, and another 'contributing' for those who want to take a ride and see how much better, more competitive and more profitable they can be with a decent infrastructure and some good ideas.
I will
For this level of service, the price would be £100 per computer per calendar month plus £1 per month for the whole system for every mile you are distant from Scarborough (YO11 1RN), invoiced on the 1st of the month for the coming month, with 30 days of credit. This would include replacement of each computer and peripheral after it reaches five years old, replacement of failed items as they happen, all travel and accommodation costs, replacement network hardware as required, any charges for disposal of old hardware, the costs of any anti-virus or anti-malware software, and maintenance and updating of your operating system (eg. Windows).
What isn't included in that price is backup (or any) media, printer cartridges, toner and paper, the cost of your Internet connection, and replacement of hardware where on balance of probability it appears to have been damaged deliberately or carelessly, or stolen (but perhaps those instances would be covered by your insurance). I won't accept any liability for loss as a result of my actions, nor is there any guarantee of response time to problems that occur (this is a programme intended to remove such problems by good design, not a maintenance programme), although I will, of course, do my best to respond appropriately. Having said that, there is only me, and I do take an occasional holiday. The difference is that I will attempt to reach the source of a problem so it doesn't happen again.
Also not included is the maintenance and upgrading of any software packages or hardware specifically required for your work, ie. any software that is not included in the operating system, and hardware such as plotters, retail terminals or graphics tablets. Some health and safety problems are to do with the environment, for instance lighting, reduction of window glare and the provision of foot rests and proper seating. Although I can advise on those things, the cost of providing them isn't included. I might turn up with a wrist rest or monitor stand though if it might solve a problem.
Basic network management above simply makes sure the network and computers don't get in your way. By 'contributing' I mean that your computers and network can make an active contribution to your business and its profitability. 'Basic network management' is the equivalent of going to the doctors to cure your ailments. It's a start. 'Contributing network management' is like getting fit and eating well, the better to enjoy and take advantage of everything life throws at you. It's about realising your potential, discovering what you can achieve when effectively aided by the intelligent use of the best technology.
How does data flow through your company? Can people access the data they need when they make a decision? What happens when a document needs to be seen and amended by multiple people? Would your company benefit from an Intranet (a website only accessible to people in your business, which contains, for instance, people's diaries, instructions, documents and forms, and collaborative working tools, customer relationship management and project management systems) to help you work effectively with your colleagues, whether they are at the next desk or distant, travelling or at home.
As I write, Skype is becoming popular, but there are other services that offer free calls too. What would free wireless calls do for your business?
What about security and disaster recovery? Could you recover after a flood or fire?
What effect would increased home-working have on your business? Could you move to smaller premises? Might you benefit from increased employee loyalty and and larger pool of potential employees?
In this programme, I'll do everything in basic network management, plus:
This price for this is a bit more of a guess, because until we know what the opportunities and priorities are, none of us know whether the fee will be sufficient or too much to cover the work required, but I'm going to suggest £200 per computer per calendar month plus the same distance price as for the basic service, and then I plan to fit the work into that budget (being flexible about time). I think only if that means things will take much too long will it be necessary to change that price.
The minimum term is a year because I imagine I'd work for nothing in the first few months, spending all the income on hardware and software improvements. I won't go into negative cashflow, however, so if you sign up for a year in order to improve a roomful of antique computers, you won't get them all upgraded at once.
After the first year there's a two month notice period of cancellation from either party, so that gives everyone chance to make alternative arrangements.
If you add a new employee who needs a computer, either I'll acquire a suitable second user machine, or you can pay half towards the cost of a new one. The new machine would be taken account of in its first full month. If you lose a member of staff and you or I remove their computer into (your) store, I can remove that computer from the next full month's account.