Case Study Managed Services

Transforming e-learning for Dubai’s schools

Leading technology company, Middle East

In brief

Challenge

  • High profile transformational programme
  • 115 resources covering 123 schools
  • Tough SLA requirements
  • Aggressive on-boarding timeline
  • User buy-in

Solution

  • Embedded Technical Specialists with excellent communication skills
  • Streamline on-boarding process and transition
  • Compliant visa processes
  • Successful SLA management
  • Fixed monthly pricing model

Background

Halian are partnering with a leading technology company to deliver one of the biggest and most ambitious education sector projects in the Gulf region. The Smart Learning Programme – run by the United Arab Emirates Ministry of Education and personally sponsored by Sheikh Mohammed Bin Rashid Al Maktoum – aims to create a new learning environment in public schools through the launch of ‘smart classes’. This visionary undertaking means every student will be equipped with a tablet PC and access the latest e-learning tools via high-speed 4G networks by 2017.

Challenge

At the core of the five year programme, our customer provides reliable, scalable, virtualized data center services combining cutting-edge server, storage and networking solutions. In total, 123 schools are connected with robust, highly available wireless networksenabling 1,350 teachers and initially more than 12,000 students across the UAE to use the new platform. The high profile programme not only needed to be delivered successfully but also against an aggressive on-boarding and transition timeline. And equally challenging was how to make sure the new e-learning technology was successful embraced by all its users – school administrators, teachers and pupils.

Solution

Halian understands that new ideas needs to be embraced by users if they are to deliver real value. To address this familiar “adoption” challenge, Halian’s service embedded a technical specialist in almost every school to champion the programme. 115 on-site technical resources support and assist schools in the “Adopt & Adapt” process. Each technical specialist works to deliver the benefits of the e-learning platform and acts as a local point of contact for teachers and pupils to demonstrate the tools, trouble-shoot issues and liaise with a dedicated technical support desk. Clearly, excellent communication and customer support skills – including the ability to speak Arabic – are key service prerequisites.

Halian’s service team was rapidly mobilized over a three month period and now works within a stringent Service Delivery Agreement (SLA) framework covering team selection, resource management, on/off boarding processes, project reporting, workload forecasting, and visa compliance. All this within a fixed monthly pricing structure.

Outcome

Halian’s ability to rapidly deliver large-scale service teams, along with our proven service management expertise, provides a scalable, cost-effective service solution for the programme. Halian has been a successful enabling partner for our customer and is set to extend its scope of work on this flagship programme.

“We selected Halian to deliver the Adoption team because on such a high-profile engagement, and against extremely aggressive timescales, we needed to work with a company we could trust”

Customer Business Unit Manager