industry

• Financial services.

challenges

• Reduce maintenance effort by simplifying technical environment.
• Maintain service standards by issuing documentation rapidly.
• Identify suitable operating system for effective management of printers and print queues.
• Fulfil all support needs from a single source.

solution

• Replace Novell NetWare with Windows NT.
• Implement Linux for print management.
• Subscribe to HP's new Linux support services.

benefits

• Linux offers superior print management capabilities.
• Quick, reliable printing contributes to high standard of customer service.
• Availability of HP's support service reduced the risk associated with the Linux implementation.
• HP supports the entire infrastructure, providing a "one-stop shop" for support.

Tunbridge Wells Equitable Friendly Society is one of Britain's leading traditional friendly societies, with assets exceeding £623 million, held on behalf of more than 360,000 policyholders. It offers a variety of financial products, including tax-exempt savings bonds for children and adults, income protection and critical illness policies and investment plans. As a mutual organisation, it has no shareholders; instead, all profits are channelled back into the business for the benefit of the members.

In such a highly competitive market Tunbridge Wells Equitable needs to provide cost-effective products coupled with a high quality of service. Costs and service standards are therefore under constant review in all areas of its operations. The society's approach to information technology (IT), for example, rests on a belief that the infrastructure should be as simple as possible, in order to reduce direct and indirect costs associated with maintenance. This was the reasoning behind a recent move to replace the Novell NetWare operating system - used for file and print services -- with Windows NT.

In the early 1990s, Tunbridge Wells Equitable had redeveloped its computer systems in their entirety, moving from a mainframe-based, batch-oriented system to a new online system running on UNIX-based HP 9000 K-Class servers supplied by reseller Selway Moore. More recently, it introduced Windows NT, running on HP NetServer systems, as the operating system for electronic mail, office applications and network applications. However, the previous network operating system, Novell NetWare, was retained for some functions.

"By discontinuing our use of Novell NetWare and standardising instead on HP-UX and Windows NT, we believed that we could minimise our maintenance costs," said Peter O'Rourke, Computer Services Manager at Tunbridge Wells Equitable. "All went smoothly until we discovered that Windows NT did not offer us the functionality to manage our printing in the way we wanted."

According to O'Rourke, Windows NT provided inferior print-sharing capabilities, with the result that it would not always be possible to ensure the most important jobs were printed first. It was felt that this could lead to unacceptable delays in issuing policy documentation. However, retention of Novell NetWare was not a practical option, partly because of the strengths of Windows NT in other areas, and partly because an upgrade to the latest version would involve retraining the support team.

The solution to the dilemma came in the form of a suggestion that the Linux operating system could be used to manage printing. Although acceptable from a purely technical viewpoint, this suggestion initially met with some resistance because Linux was seen as a relatively untried platform. However, Tunbridge Wells Equitable changed its mind following the discovery that HP offered Linux support services. These services incorporate worldwide round-the-clock support, with formal response-time commitments and a range of support channels.

"It was very encouraging to discover that an organisation of HP's standing had people dedicated to supporting Linux. Not only did HP's view of Linux as a serious operating system give me the confidence to proceed, but the existence of HP's support service significantly reduced the risk associated with our migration project," said O'Rourke.

Tunbridge Wells Equitable installed Linux in October 1999, with Windows NT replacing Novell NetWare in areas other than print management. A HP consultant came on-site to help train the staff on the new operating system. This training was provided as an integral part of the support contract, which includes eight days' consultancy in an area or areas chosen by the society.

By using HP, Tunbridge Wells Equitable was able to integrate Linux support with the rest of its support package. As a result, the new operating system is now covered by a 24x7 support service in the same way as the remainder of the society's hardware, operating systems and network infrastructure.

"The ability to have a single point of contact for all our support needs is very important. It is a way of ensuring that any problems we experience will be managed all the way through to resolution. Time and time again, the use of HP to provide overall support for our environment has produced immense benefits," said O'Rourke.

The implementation project resulted in a smooth migration from one operating system to another, with fast printing and effective management of print queues being maintained throughout. For the end-user, the most significant feature of the change was that it passed unnoticed. For the company as a whole, however, it produced clear benefits in the form of reduced maintenance costs. Also, claims O'Rourke, the Linux print management solution is undoubtedly faster, more reliable and less complex than a solution based on Windows NT.

According to O'Rourke, the adoption of Linux has enabled Tunbridge Wells Equitable to maintain the quality of service needed to compete effectively as a niche player.

"We are constantly reviewing our service standards and trying to improve them. Prompt servicing of new business is particularly important in this respect, and the ability to issue documentation rapidly is crucial. When this ability seemed to be at risk, HP gave us the confidence to adopt Linux as the best technical solution for our business needs," he said.

Tunbridge Wells Equitable expects that it will continue to rely on HP as a supplier of hardware and software as well as support services. At the moment, the society is involved in discussions with HP about the best approach to implementing an e-commerce solution. According to O'Rourke, HP has everything his organisation needs to meet its technical and business needs.

"HP supplies a complete range of products, coupled with a very effective distribution channel in the form of its reseller network. It also provides an education programme that helps the customer to develop in-house experience, and a support infrastructure that ensures normal service is resumed as quickly as possible in the event of a problem. I wouldn't be happy adding anything to our environment unless it came from HP," he concluded.

"It was very encouraging to discover that an organisation of HP's standing had people dedicated to supporting Linux. Not only did HP's view of Linux as a serious operating system give me the confidence to proceed, but the existence of HP's support service significantly reduced the risk associated with our migration project." (Peter O'Rourke, Computer Services Manager, Tunbridge Wells Equitable Friendly Society Limited)

at a glance

• Tunbridge Wells Equitable Friendly Society Limited.
• Tunbridge Wells, UK.
• www.twefs.co.uk.
• Founded 1881.
• 300 employees.
• Four sites.
• 360,000 policyholders.
• Assets exceeding £623 million.
• A mutual organisation, providing a variety of savings, investment and protection products.

technology highlights

• Linux, HP-UX and Windows NT operating systems.
• HP 9000 K-Class servers running HP-UX 10.20.
• HP MC/ServiceGuard high-availability solution.
• 60 Gb Informix 7.3 database.
• UNIX-based policy administration application, developed in-house and accessed through terminal emulation.
• HP NetServer systems running Windows NT.
• Windows NT clients.
• Microsoft Office 97, Microsoft Exchange and Microsoft Outlook running on Windows NT.
• 15 laser printers.
• Ethernet network.
• HP OpenView Network Node Manager for network management.