Healthcare Organization Simplifies Lifecycle Management for 5,000+ Devices with DaaS

Teceze delivers a Device as a Service programme for a private healthcare and hospital group across

About INFOSYS

The client is a private healthcare and hospital group operating acute hospitals, outpatient centres, and diagnostic facilities across the United Kingdom. Clinical environments place distinctive demands on end-user computing. Devices sit in wards, theatres, consulting rooms, and diagnostic suites where availability directly affects patient care, and where patient data handling brings the estate firmly within information governance and regulatory scope

At a glance

Industry
Private healthcare & hospital group
Engagement model
Direct client engagement
Products & services
Direct client engagement,UK /36months
Challenge
Stand up a first-generation EUC field services operation from scratch, ramping engineers across compliance-sensitive geographies without compromising quality.

Success highlights

  • 5,000+ devices under management
  • Clinical availability protected through activity-aware maintenance
  • Security configuration and patch currency maintained
  • Accurate asset register across a distributed estate
  • Accurate asset register across a distributed estate

The challenge

Corporate meeting

Managing a Complex Clinical Device Estate

Keeping 5,000+ devices secure, compliant and operational across clinical and corporate environments

he DaaS model had to support a large clinical and corporate device estate without disrupting clinical activity or weakening information-governance controls time internal teams and processes were handed to an external partner. There was no existing outsourced Devices handling patient information require demonstrable security configuration and patch currency

The engagement called for a rapid ramp-up of skilled field engineers across 95 sites in 25 countries, several with restrictive labour and compliance environments, spanning multiple Dell and Lenovo platforms require different imaging, driver and firmware management under one service standard

Our approach

A structured delivery model focused on quality and consistency

Teceze combined clinically aware scheduling, governance-grade configuration, multi-OEM build management and lifecycle-integrated asset accuracy over the fast hire, standing up knowledge transfer alongside live delivery, and working through country-specific compliance methodically rather than cutting corners.

From ad hoc hiring to a governed, phased rollout, the transformation included:

Delivery model

Maintenance and patching scheduled around clinical activity. Standard configuration profiles enforce required security posture. Separate golden images, driver sets and firmware baselines for Dell and Lenovo. Asset records update at each lifecycle transition.

Knowledge transfer in parallel

Built up alongside live service delivery, rather than as a gate before go-live.

Execution discipline

Lifecycle tracking covers provisioning, deployment, break/fix, replacement and retirement.Compliance reporting provides evidence of patch currency Hardware break/fix operates within the DaaS service rather than as a separate vendor process

Phased, not simultaneous, rollout

Distributed estate is managed under one service standard

Governance and reporting cadence

Daily Operational service management Weekly Service delivery review Monthly Governance and performance review Annual Continuous managed service cadence layered governance model keeps issues visible well before a formal review:

Cadence Forum Focus
Daily Operational stand-up Open tickets, escalations, coverage gaps
Weekly Service delivery review SLA/MTTR tracking, at-risk sites
Monthly Governance & steering call Country ramp status, compliance close-out
Quarterly Business review Contract health, workforce planning
The results: January to May 2026

Six months in: SLA performance ahead of a mature account

98.5%Resolution SLA by May 2026, up from 98.5% in January
96%+Response SLA, trending upward
97%Average engineer availability across all sites
~5000Total tickets handled (7,771 requests, 1,703 incidents)
3.8 daysMTTR in May, improved from 4.6 days
28–30Engineering FTEs, scaled from 24

What the client says

“This was our first time handing EUC field services to an outside partner, and that came with a lot of internal scrutiny. Teceze and Infosys didn’t chase headcount to hit a number—they prioritised getting the right engineers in place, even where that meant a slower start in some countries. Six months in, our resolution SLA is at 99% and still climbing. That’s the kind of steady, transparent delivery that builds confidence in a first-generation outsourcing relationship.”

— IT Service Delivery Lead, AGCO

Delivery partnership

How Teceze and Infosys work together on this account

The engagement was contracted directly with the organisation for its own internal estate, with Teceze appointed as specialist delivery partner. Teceze owns the DaaS operating model across asset, configuration, device, patch and hardware break/fix disciplines

Looking ahead

operating model

The operating model is designed to maintain device availability and control as the clinical estate evolves foundation as the contract enters its next phase.

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