During Covid-19, Full Life emphasised unprecedentedly expanding its operations. This allowed them to ensure that those suffering from hearing impairments were not left unattended due to the pandemic-imposed restrictions.
Catering to the needs of the deaf and hard-of-hearing community during the pandemic required shifting to online mediums. However, before working with A1 Technologies, Full Life faced many challenges in transitioning and managing online operations. Some of these challenges included:
Due to the increased demand for therapeutic services in the deaf and hard-of-hearing community, Full Life had to shift from traditional face-to-face operations to using almost entirely online and digital tools. In addition, they also saw their staff numbers triple over a duration of eighteen months. As a result of such drastic changes, IT support and helpdesk management required almost full-time commitments and kept two employees fully occupied.
Another challenge that Full Life faced was identifying a reliable platform for conducting online operations. Medical data of patients is critical, and its confidentiality has an immense impact on the competence of the service provider. However, Full Life witnessed several technological challenges when using platforms provided by Google or Synology.
As a result of these challenges, the organisation witnessed lost files when their staff travelled to remote locations. In addition, conflict files became a daily occurrence, and the restrictions of limited file collaboration hindered the efficient operations of multi-user projects.
Lack of IT Training
Shifting to an online platform requires employees capable of IT management. However, the staff working at Full Life had limited IT knowledge and experience. Such staff limitations and the need for online services made operational continuity a massive challenge. As a result, Full Life required IT systems that their staff could easily understand and operate.
The Necessity for Change
Full Life understood that stabilising IT systems, platforms, and applications was crucial to support the growing number of employees. They also realised that the internal IT helpdesk was becoming an overwhelming operation. The two employees working to support IT operations and management were not specifically employed for IT and had to maintain their own roles at the same time.
In addition, 30% of the employees working at Full Life have hearing or vision disabilities. This prompted the need for them to have accessibility and support when using technology to perform their jobs. As a result, Full Life had to ensure accessibility and support for their clients and their staff.