As digital expectations for schools continue to evolve, we have undertaken a major transformation of our Technology in Schools service to ensure we can provide a value for money offer that fully aligns with the DfE’s Digital and Technology Standards. These standards set clear expectations for secure, resilient, well‑governed and future‑proofed IT systems, covering broadband, cyber security, wireless networks, monitoring, cloud solutions and, more recently IT support provision. They also emphasise that IT support must be proactive, strategic and capable of maintaining reliable, secure digital environments rather than simply responding to issues reactively.
For many years, schools have operated under intense financial pressure, and with staff costs at typically 80% unlike commercial organisations, they are often unable to refresh equipment at the pace required to keep technology efficient and affordable. As a dedicated education provider, we recognised that this “perfect storm” of rising technical demand and declining investment was creating an unsustainable model where technology was becoming more expensive to maintain. Schools simply could not pay more for support—yet the risks associated with outdated infrastructure, particularly in areas such as cyber security, were increasing year on year.
In response, we redesigned our entire operating model. We moved away from the traditional scheduled on-site engineer for break‑fix approach—where support was triggered only after something went wrong often waiting for scheduled engineer to come to site thus delaying resolution—and replaced it with unlimited escalation visits and a service focused on prevention, resilience and security. This shift directly aligns with the DfE’s emphasis on proactive IT support that maintains systems, prevents disruption and supports ongoing improvements.
A cornerstone of this transformation has been significant investment in an advanced remote monitoring and management (RMM) platform, now enhanced with AI‑driven automation to reduce costs. This technology allows us to detect and resolve issues before they impact learning, automate essential maintenance, strengthen cyber security and ensure systems remain aligned with DfE expectations for safe, reliable digital learning environments. The DfE’s guidance highlights the importance of stable networks, resilient infrastructure and actively maintained systems—principles directly supported by our new IT Support model for Schools.
We also restructured our team to ensure deeper expertise and more efficient support. By shifting from a larger Tier 1 workforce needed for scheduled on-site visits to more efficient and significantly higher skilled Tier 2 and Tier 3 technicians, we’ve created a team capable of handling complex environments, navigating cyber security requirements and supporting strategic digital development. This aligns with the DfE’s expectation that IT support must have the expertise and qualifications to help schools meet the digital standards.
Through these changes, we have created a flexible support model that is affordable for schools, fit for the future and fully aligned with national expectations—ensuring that schools’ digital learning estate remains safe, secure and functional in an increasingly challenging digital landscape. The offer incorporates all aspects of IT Support that can wrap around in-house IT provision and a fully managed service applicable to Schools and Academies both maintained and independent and even more importantly Multi Academy Trusts as a complimentary service to address their specific requirements for holiday cover for MAT employed IT support staff, Automation, Cybersecurity as well as Training. We also offer flexible projects service whereby schools and MATs can commission HFL to work alongside in-house teams on specific projects requiring broader skillsets.
If you are interested to find out more and how HfL can help you align your school with DfE Digital Standards and with your IT Support provision and Cybersecurity, please send an email to ITsales@hfleducation.org or visit our web site and let us know what area is of most interest to you.
