Automated Desktop Deployment and Application Delivery Key to Reducing Help Desk Calls by 60%


Customer

Kingston Primary Care Trust (KPCT) was formed in April 2001 and is a dedicated service focused on delivering the best health care to the population of the Royal Borough of Kingston.

Region

London

Challenges

  • Very dispersed user base

  • Spiralling support costs

  • Multiple build images for different hardware platforms made it difficult, and in some cases, almost impossible to update the desktop build

  • Applications not in the build where being installed manually, along with any updates, which consumed precious resources

  • Some applications conflicted with other applications when installed on the same desktop

  • Too much time was being spent visiting users either in the main PCT sites or at General Practitioner (GP) sites

  • Management of GP desktops was difficult due to limited network access and governance

Solution

Embrionic designed and implemented a combination of directdeploy™ and Microsoft SoftGrid (now re-named App-V). Embrionic implemented directdeploy™ as the centre piece for deploying and maintaining the desktop build, through directdeploys device driver database and unique framework the number of build configurations was cut to just three - Full PCT Client, Thin PCT Client and Full GP client. Each build utilised a single install source, and through directdeploy (in conjunction with group policies) different build configurations were created. Embrionic utilised the Intelligent Install component of directdeploy to deploy applications through MSI or silent installs. These applications are managed centrally and conform to a new Application Lifecycle Management policy to insure they are at the required levels.

KPCT had identified a number of core line of business applications that conflicted with each other, either due to Java Runtime Environment versions, Oracle Client versions or Internet Explorer plug ins. Embrionic implemented Microsoft SoftGrid to remove the conflicts and stream the applications on demand to the users. Through the Microsoft SoftGrid SystemGuard technology KPCT were able to have applications that previously would not co-exist on the same desktop available to users without the need for Thin Client or multiple desktops.

PowerWise, an add-on to directdeploy enables KPCT to configure power saving profiles for different times during the day to targeted desktops.

Benefits

  • Project delivered on time across all PCT sites

  • Secure, stable and centrally fully managed desktop environment

  • Help Desk calls reduced by 60%

  • Application deployment completely automated

  • Reduced support costs no more on site visits

  • IT staff now able to be re-assigned new IT tasks and projects

  • Application conflicts removed

  • Applications deployed much faster including upgrades

  • Reduction in power costs and CO2 emissions by utilising Powerwise