Dartmoor Zoo
A managed IT support plan helped Dartmoor Zoo improve connectivity, CCTV and site security – taking the strain off the internal team.
Dartmoor Zoo
Introducing Dartmoor Zoo
A registered charity, Dartmoor Zoo is a 33-acre park that is home to a lion, a tiger and a jaguar, as well as meerkats, zebras and capybaras. It was also the inspiration behind a hit Hollywood film, We Bought a Zoo.
Not your average IT client, then. And we were delighted when they asked us to help solve numerous IT challenges across the park.
Technical problems with security gates and CCTV meant the team had to work extra hard – for instance, by deploying lengthy on-foot patrols – to meet safety and compliance requirements. Meanwhile, intermittent faults with till systems caused great frustration and impacted the bottom line.
It was agreed that IT and infrastructure across the park needed unifying and modernising. Aztek undertook a phased plan, dealing with the most critical issues first. Now, an IT support plan, optimised CCTV and secure gate access have all transformed operations and taken the strain off the team.
Says Duncan Wadey, Head of Finance at Dartmoor Zoo, ‘I can rest easier knowing that if there’s an IT problem, I can just give the guys a ring.’
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- Provided greater virtual and physical security across the site and network.
- Delivered greater virtual security across the site by installing UniFi Network Video Recorder (UNVR), providing livestream of personnel, visitors and animals.
- Delivered greater physical security across the site via POE (power over ethernet) adaptor and gate hub, which operates the gate and links the intercom.
- Installed unified CCTV and access systems via UniFi protect software.
- Advised and delivered on new network equipment to upgrade existing infrastructure.
- Delivered ‘above and beyond’ support – not only helping to fix reactive issues, but also advising Dartmoor Zoo on proactive solutions for the future.
THE CHALLENGE
Dartmoor Zoo’s Challenges
With an assortment of animals on site, Dartmoor Zoo’s specific challenges were, inevitably, unusual. But the root of the problem was something we see a lot: no internal IT team and time-poor staff left to troubleshoot alone.
Chief troubleshooter was Head of Finance Duncan Wadey, someone very capable in IT but, by his own admission, underqualified for the job.
He says, ‘You tend to think of zoo employees outdoors with the animals, but actually the majority of us are computer-based. If something happens with our connection, we can no longer function – we can’t take money, it damages sales and it stops people being paid.’
Meanwhile, the CCTV could not receive software updates and intermittently failed, which meant many time-consuming workarounds, including lengthy foot patrols, to keep the business compliant and employees safe from potentially dangerous animals. Add to that an outdated security access system requiring a gatehouse manned by staff and the result was underperforming IT. It put a lot of pressure on the internal team.
Says Duncan, ‘It can cause strain, both on the person trying to fix the issue and the people being hindered by it. And it’s especially hard when the fixer also has another full-time job.’
The team wanted ongoing IT support and modernised systems on a managed budget. It also wanted a setup that would allow them to introduce new features that would improve operational efficiency.
THE SOLUTION
Solution and Results
Aztek brought together the zoo’s entire IT structure under a tailored, managed IT plan. This meant we were essentially responsible for all IT – everything from reactive 24/7 support to the identified issues such as the CCTV and gate entry.
After conducting multiple site visits, we settled on a phased and budget-friendly implementation, continuing to deploy existing kit where it was useful – albeit with important upgrades. We also planned, longer term, to gradually introduce technology that would help the zoo run even more reliably and efficiently.
Our 24/7 IT support has been invaluable.
Says Duncan, ‘Aztek covers everything and we use the services a lot.’
And, sometimes, it’s not the gnarly problems, but undertaking everyday IT and compliance tasks that help support the team and give them their time back.
Says Duncan, ‘Our turnover of staff is quite high in the restaurant because they’re all casual, but they all need an email account and an access card, so there’s a lot of routine work. Aztek has helped hugely.’
- Introduced Fully Managed IT Support, taking pressure off internal teams.
High-performing CCTV is essential for site security and monitoring animal movements. However, upgrading tech across such a big area would have been costly, so we suggested a phased rollout. The zoo used a UniFi network, which meant Aztek could integrate new, reliable infrastructure quickly and easily, with the new components slotting straight into what was already there. Over time, the plan is to install new cameras and introduce AI analysis for animal monitoring and detection.
Staff can access the CCTV from desktops, the CCTV monitor in their control room and on mobiles via the UniFi App. They can check the cameras at any time and spot potential incidents sooner.
Says Duncan, ‘The fact that we can have access through our phones means I can just hit a button and effectively walk around the park. We simply did not have this level of functionality before.’
Staff and contractors now enter the site securely using NFC cards or a phone app. Also, an intercom calls through to the office and provides one-way video, so staff can communicate with and admit, or deny, visitors. Like the CCTV, the security access system is built using UniFi and both systems can be accessed from the same app.
Says Duncan, ‘Now we can communicate with visitors, understand why they’re here and who they’re here to see. It feels a lot more secure.’
For staff, entering the premises is now much simpler. They can access the site themselves when they arrive, and not have to wait for the gatehouse staff to let them in. The system even welcomes them by name, something which has put smiles on quite a few faces.
- Provided procurement advice to get the best price.
THE CONCLUSION
Above and Beyond
So, what does Duncan think of the Aztek service?
‘We feel like we are an ongoing and respected project and that Aztek really cares about us. We’ve felt supported throughout the whole process — everybody’s been friendly and very clear, and we just really trust the team.
‘Sometimes, when you’re asking questions, you can feel like a bit of a bother. When Aztek came here, that was just never the impression. Everybody always had so much time for us, and they were happy to explain things in terms you could fully take on board.’
So far, so good. But did we offer anything beyond the expected very good service? Frankly, we were delighted when Duncan offered the next observation.
He continues: ‘Our tannoy system had been down for three months. I was mentioning it to Jon, our Aztek engineer for the zoo, and he said, “Oh, let me have a look at that.” Not only did he have a look at it, but he found the manual, downloaded it and basically reprogrammed the whole thing to get it working. That is absolutely above and beyond – and a new tannoy system was quoted at £25,000!’
- Designed and installed IT networks and infrastructure.
In conclusion, Duncan says:
‘I’d sum up the Aztek service with three words: dependability, understanding and practicality. The team tries to fix things before replacing them, they’re good at problem-solving and they are always prepared to travel where their customers are. I personally can rest easier knowing that if there’s an IT problem, I can just give the guys a ring. I would 1000% recommend Aztek.’
And a final word from Jon, Aztek’s IT Projects Professional Services Engineer:
‘Dartmoor Zoo is an amazing client and they’re loved by the whole team. We want to work with like-minded customers and they have hit the nail on the head in that regard. It’s been a really great relationship.’
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