Social Ch@nge

So you’ve collected information about your IT needs, you’ve thought deeply and grokked your problems. Now what?

First, network, workstations, and printers. Get a contract, or multiple contracts, with a service provider. Ideally, you’ll be able to work with one vendor to support the whole kit and kaboodle. More likely, you’ll be looking at several contracts: one for network and servers, one for printers and photocopiers, etc. When you’re negotiating with vendors, make sure that you have a “minimum response time” clause: there should be a free phone number you can call to report problems; someone you can talk to over the phone to try and resolve issues; and a physical person on-site within a set number of hours. You should also ensure that your IT helpdesk can remotely log in to all of your workstations, to help resolve problems without sending someone over. Another aspect of the contract to check is a “work or it walks” clause: if a workstation packs it in, and can’t be fixed quickly, you get a replacement right away.

Second, servers and business applications. This seems backwards, but before you decide on what kind of support you need, consider the software you’re using. Do you need the software (and servers to run it) physically on-site, or can they be externally hosted?

For a smaller organisation, a hosted server might be the answer: the server is physically located in Florida, and managed 24/7 by someone else, but you have access all the time. Examples of this include companies that externally host Microsoft Exchange; Google Apps; CiviCRM; etc. (A good comparison chart for donor software is listed here http://www.techsoup.org/learningcenter/databases/page5961.cfm)

Third, invest in training. Spending money on training your staff often seems like the lowest priority. But the reality is that it pays itself back over and over again: it increases productivity; cuts down on costly helpdesk calls; and helps with employee/volunteer retention. Ideally, spend money to train a trainer: identify someone in your organisation who can run workshops for other staff members. Be careful not to turn this person into your resident IT helpdesk person: instead, use them tactically to raise the general skill level of all your staff.

In sum, here’s my advice for smaller non-profits:

1) Don’t spend money hiring in-house IT staff to support expensive in-house servers.

2) Instead, save money by buying good basic equipment, and get a support contract with a local company to keep it all running.

3) Also save money by switching to hosted solutions: you don’t necessarily need a big whirring box in your cupboard, running a full-blown version of Raiser’s Edge. Instead, look at an online solution – or even a free one.

4) Finally, save money by spending it on training for your staff. Make them smart and self-reliant.