Mobile device management in K-12 schools includes:
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Limiting access to devices
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Managing apps and content
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Securing devices
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Protecting student and staff data
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Troubleshooting issues
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Integrating new tools with existing systems
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Tracking inventory
Small districts struggle with device management and maintenance due to IT departments of only one or two staff members struggling to keep up with the diverse and complex array of new tools now found in most classrooms. Suburban and larger districts face the complexities of managing tens of thousands of devices that are essential for day-to-day learning activities while juggling changing priorities and troubleshooting problems. School districts of all sizes also struggle with offering competitive salaries to attract new IT staff away from more lucrative private sector jobs. While the needs of districts vary, all districts can benefit from strategic outsourcing for some of their mobile device management responsibilities.
While cost is frequently the primary driver for outsourcing, other considerations include strategic decisions about what expertise is needed in-house vs. from a third-party vendor and how flexible and responsive a vendor will be to meet immediate district needs. Issues of customization, security, integration with existing infrastructure, and the impact on the long-term planning needs of the district all need to factor in to decisions about what activities will be better served by outsourcing.
Hidden costs, privacy and security issues, degradations in service quality, loss of control, and potential disruptions through over-reliance on a single vendor are all areas where strategic decision making can help avoid potential negative impacts on budget or service quality.
Guide to Strategic Outsourcing
The following 8 areas need to be evaluated when making an outsourcing decision for mobile device management.
1. Cost and Budget Considerations
Consider initial costs, ongoing yearly costs, and the total cost of ownership over a five-year period. Set up a spreadsheet and research likely short- and long-term costs. Are there hidden costs associated with outsourcing? Does the complexity of the activity change rapidly? What are the cost savings of keeping an activity in-house vs. contracting with a third party?
2. Service Quality and Expertise Needed
What is the level of expertise being offered by an outside vendor versus the capabilities of your current IT staff? Will outsourcing improve the quality and efficiency of the service or support being offered? How important is this service for the essential functioning and safety of the school district?
3. Flexibility
How flexible can your outsourcing partner be as the needs of your school district shift? Can services or staffing be adjusted on the fly?
4. Responsiveness
What is the current level of responsiveness to the device management activity via in-house IT staff? Does an outside vendor have a guaranteed response time when issues come up? Is support provided on-site or remote only?
5. Customization
How much control will each school maintain over IT activities? Is the outside vendor willing to flexibly adapt to the different needs of each school in your district? How much control will remain within the district?
6. Security
How will security be maintained if an activity is outsourced? How up-to-date is the vendor on compliance and regulation issues for student data? If there is a security breach, how will the vendor handle the issue? How quickly will they guarantee a response?
7. Integration
How will new outsourced activities fit with the existing infrastructure of your IT department? Are there changes or upgrades that might be required for your current system to support outsourced device management activities?
8. Long-term Strategy
How does outsourcing an activity fit in with your IT departments long-range planning goals and mission? How does the IT staff feel about outsourcing specific device management activities? What are the planned upgrades for your IT systems over the next 5-year period? How does that align with outsourcing certain device management activities? Will outsourcing an activity constrain innovation for your school?
Weighing the Risks of Outsourcing
Many online articles are written by vendors who provide IT outsourcing. Most of this content does not provide information about potential downsides of outsourcing mobile device management. The following are considerations to weigh in making any outsourcing decision.
1. Hidden Costs
Cost savings often drive the decision to outsource, but watch out for unpredictable costs such as fees for software updates, new plugins, after-hours support, and added fees for troubleshooting. Usage expenses and other fees may be added over time. There may be benefits to signing multi-year contracts.
2. Data Privacy and Security Issues
Outsourcing to a third-party vendor can increase the potential for security breaches and data loss although if your in-house team is not keeping pace with complex security needs, the risk may be outweighed by the benefit. When choosing a provider make sure that they follow industry security standards and regulations.
3. Loss of Control
Schools may have to give up some control over how device management activities are carried out. Carefully review the degree to which a vendor might be willing to be flexible or provide some personalization to the service they are providing.
4. Potential Service Quality Issues
Choosing a vendor with a strong track record for service quality and getting vendor recommendations from other districts can minimize potential service quality issues.
5. Disruptions Due to Over-Reliance on One Vendor
Setting up long-term contracts for outsourcing IT solutions can cause significant disruptions if vendor services deteriorate over time. Using a single long-term vendor can also stifle the district’s ability to innovate with new technologies. Shorter term arrangements and multiple vendors can mitigate this risk. Maintaining some in-house expertise, especially at a high level, can help guard against over-reliance on third parties.
