Supporting Marie Curie with scalable, cost-effective IT service transformation
Delivering a consistent, scalable and trusted IT service that aligns with the charity’s operational goals and tight budgets. Back to success storiesDownload the Case StudyBackground
Marie Curie is one of the UK’s leading charities, providing care and support to more than 50,000 people living with terminal illness each year. The charity operates with around 2,700 nurses, doctors and other healthcare professionals, and with nine hospices across the UK, relying heavily on a responsive and reliable IT infrastructure to ensure its teams can deliver essential services to patients and families.
ESP Global Services has been supporting Marie Curie since 2016, delivering a consistent, scalable and trusted IT service that aligns with the charity’s operational goals and tight budgets.
24/7 SERVICE DESK SUPPORT
24/7 Service Desk support, delivered from Reading, UK
At the heart of the partnership is a 24/7 dedicated IT Help Desk, delivered from ESP’s Service Desk in Reading, UK. The team handles more than 40,000 tickets per year across the Marie Curie estate, including hospices, offices and remote workers. ESP provides support in three ways: 24/7 remote assistance via the Help Desk, onsite support from qualified engineers, and access to expert technical advisory services.
Each month, the Service Desk receives dozens of positive comments from end users, reflecting the team’s friendly, responsive and professional approach. Feedback from Marie Curie staff includes:
- “Very effective, efficient supporting team. I do really appreciate the team’s support.”
- “Very helpful and called back later to ensure service had been reinstated. Excellent thank you.”
- “Member of staff who dealt with my request was very friendly, efficient and professional with resolving the issue. Very pleased as always with the service provided by the team. Thank you so much.”
Making every pound count
As a charity, Marie Curie needs to maximise the value of every IT investment. ESP supports this by working with ServiceNow to pass on special charity pricing for its IT service management platform. We also leverage our long-standing relationships with trusted suppliers to secure discounted equipment pricing, which we pass directly to our charity customers. This helps Marie Curie achieve their technology goals while keeping more funds focused on frontline care.
Managing assets across a dynamic workforce
With many staff on short-term contracts and a growing volunteer base, asset tracking and recovery is a constant challenge. ESP manages Marie Curie’s hardware through a structured asset lifecycle approach, using ServiceNow’s configuration management database (CMDB) to maintain full visibility of every device.
ESP’s hardware team stages, configures and distributes laptops and devices across the UK, including residential addresses during the pandemic, ensuring continuity of care even in difficult circumstances.
Standardising for scale and efficiency
ESP works with Marie Curie to standardise procurement processes and equipment types across the organisation. By consolidating manufacturers and approved device types, the charity gains access to better pricing, simpler support and more efficient rollout of updates — including the transition to Windows 11. This standardisation also makes it easier to onboard new joiners quickly and consistently.
The result is a streamlined, high-performing IT environment that supports the charity’s evolving needs, with services that are measurable, transparent and under full control.
A POSITIVE OUTCOME
A positive outcome and ongoing partnership
Since 2016, ESP has proudly supported Marie Curie with consistent, responsive IT services that help keep vital care running smoothly. Our ongoing partnership is built on trust, transparency and a shared commitment to making a difference — and the feedback we receive from staff speaks volumes. Of ESP’s IT Help Desk, one Marie Curie team member shared:
“The IT specialist solved my problem very quickly, phoned back at the agreed time, considerate about my working/sleeping schedule (I work nights). Understood how much we rely on data/internet (patient, safety, etc.) and made sure new data was allocated asap. I appreciate you guys, invisible heroes who help us run the services smoothly. Thank you!”
This appreciation reflects the dedication of our Service Desk and on-site teams, who go above and beyond every day to deliver dependable support — so Marie Curie’s frontline staff can focus on what matters most.
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