City in Texas trusts Claro to transform IT
Challenge
A municipality in Texas realized its IT infrastructure could no longer keep up with the network speed, scale and security needed to run city operations. The IT team also recognized that city work is dynamic – changes were a normal part of life, yet every infrastructure touch required teams of experts and days to perform.
For a small IT team responsible for everything, it was clear they needed a technology partner that could expertly assess, consolidate and then manage day-to-day technology needs. Ambitious and forward-looking, the city also had plans for ongoing digital transformation and further IT services productivity.
They needed a partner to continually bring ideas and capabilities for a wide range of city challenges, whether AI-driven security camera monitoring to detect potential school violence, or Office365 to digitize city work that is often still on paper. Self-managing their network was no longer a viable option, especially considering their environment's many different carriers, licenses, and technologies.
The Solution
The Claro Enterprise Solutions team completed a thorough infrastructure assessment and identified gaps. Knowing that other cities had experienced data loss, the teams
identified that security needed to be woven into solutions as they were implemented. This included encrypting voice calls while upgrading the IPPBX and using Web filtering as part of a security managed service. Some issues called for going above and beyond. The partner-client managed service provider relationship ensured the right solutions were curated and correctly implemented, while issues were resolved promptly.
Three solutions were implemented:
- Managed Perimeter Security: This managed service uses the latest powerful Next-Generation Firewall capabilities to reduce the risk of cyber threats such as denial-of-service attacks, malware and unauthorized access, delivering advanced threat detection and prevention 24/7. Claro Enterprise Solutions manages the service for the city
- Managed Software - Defined Wide - Area Networking (SD-WAN) - By combining bandwidth from multipleconnectivity technologies to transferinformation securely and intelligently fromone network location to another, ManagedSD-WAN simplified operations betweenlocations while enhancing oversight andsecurity. Claro Enterprise Solutions manages the service for the city.
- Unified Communications as a Service (UCAAS) - A service that bundles business communications and collaboration tools in one integrated platform to ensure consistent information delivery to users. Claro Enterprise Solutions manages the service for the city.
Results
The city has successfully moved from a self-managed infrastructure to a managed service provider (MSP) model for its IT network, improving its ability to deliver on its primary goal of reliable and safe support of citizens. With the help of Claro Enterprise Solutions SD-WAN and MSP expertise, the city:
- 18 hours to 26 minutes - Reduced average monthly downtime significantly, from 18 hours to just 26 minutes.
- Lowered communication costs by approximately 25% -By moving away from legacy phone systems maintenance, varied data connectivity plans, DID, calling plans, and traditional networking expenses.
- 240 to 30 minutes - Reduced response times to 30 minutes (formerly 4 hours) and resolution times to 2 hours on average (formerly 12 hours) through efficient ticketing and incident management processes.
Benefits
- Cost savings: Fixed and predictable fees provide efficient city budgeting and cost management.
- Expertise: Claro's pool of experts reduces the city's investments in IT training and hiring.
- Security: Updated security help to mitigate the risk of data loss without adding city staff.
- Scalability: Ease in adding or removing services reduces operational disruptions while helping to monitor data and network uptime.
- Efficiency: Remote and proactive IT service monitoring reduces downtime, errors, and risk.
Insights
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Solutions
Experience world-class digital capabilities. Run faster and more efficiently leveraging existing systems and our award-winning enterprise technology services.
Solutions
Experience world-class digital capabilities. Run faster and more efficiently leveraging existing systems and our award-winning enterprise technology services.