Leapfrog Case Study: Helping a Nonprofit Organization Manage Its Information Technology Infrastructure

CLIENT IDENTITY AND MISSION

Families First Families First is a 110-year-old non-profit organization providing critical services and assistance to families and children in 15 metro Atlanta counties.

CHALLENGE

In 2003, an internal survey cited the organization’s computer technology as the #1 cause of employee frustration.

Several issues needed to be addressed:

Management systems and record keeping were paper intensive.
Data analysis and reporting were difficult because disparate systems were not interfaced.
Systems documentation was inadequate.
Voice and data services were unreliable and contracts were obsolete.
Management systems and client records needed automation, but technology infrastructure was inadequate to support electronic records management.
Technology-related business interruptions wasted time and frustrated staff.

Concluding that information technology was not a core competency, CAO Chris Valley eliminated the internal IT function and sought a managed service provider that could handle all technology needs. A proposal submitted by Leapfrog Services was accepted in the fall of 2003.

STRATEGY

Leapfrog would work with Families First to:

Rebuild the network, increase systems reliability and enhance data security.
Provide fast and responsive technical support to all computer users.
Serve as the liaison for renegotiating contracts for voice & data services.
Assist with selection of an enterprise management system designed for family services providers.

SOLUTION

Leapfrog implemented a comprehensive solution and provides ongoing technical support, issue tracking and knowledge base development. The solution includes:

A technology refreshment initiative, with recycling of old components.
Remote monitoring and management of servers and all connectivity.
New security measures, including anti-virus and managed firewalls.
New Voice & Data contracts at lower cost, with more reliable service.
Selection of CareLogic enterprise software by Qualifacts for automation of management systems and client records

RESULTS

Significant reduction in paper handling and overhead costs.
Increased access to records; fast and versatile reporting.
Reliable Internet access at more than 20 locations.
File and email accessibility from alternate locations, reducing travel and facilitating telecommuting.
Simplified and expedited re-accreditation through improved reporting.
Enhanced effectiveness of fundraising campaigns.
Reversal of ratings: in two years, the use of technology rose from the worst point of dissatisfaction to the highest point of satisfaction in internal surveys.

TECHNOLOGIES AND SERVICES

Remote monitoring & management of servers, firewalls, and connectivity
Technical support by phone, email, remote connection and onsite
Issue tracking and knowledge base maintenance; audited data backup
CTO-On-Demand for planning and guidance of strategic initiatives
Microsoft Server OS, Exchange, and Office software
Leapfrog SecureMail Plus, powered by FrontBridge
Servers and PCs from Dell & Hewlett-Packard
CareLogic software, a powerful information management system for human services agencies, by Qualifacts Systems

CLIENT QUOTE

“Our transition from paper records to enterprise systems has been nothing less than transformational,” said Families First CEO Pat Whatley Showell. “The advances brought by Leapfrog have enabled us to respond faster and more effectively to the needs of our staff, our stakeholders and the families in our community.”