Developed scalable framework for IT program delivery

Client Overview

University of the West of England (UWE) is a top 50 UK university with a large and diverse student population. Like many institutions, UWE faced growing pressure to support students experiencing digital poverty, particularly those without access to a reliable personal computer.

The Challenge

A significant cohort of students lacked a reliable device, with academic performance suffering as a result. UWE didn’t have the internal resource to launch and validate a hardship device scheme on their own. Key pain points included:

Awareness and referral gaps across student segments
Onboarding and support needs requiring patient, 1-to-1 guidance
Operational bottlenecks around storage, preparation, and asset handling
Cross-team coordination spanning IT, Hardship, and Digital Literacy

Our Approach

AgencyTech led the end-to-end development of UWE’s hardship device service. We refurbished and delivered study-ready laptops, managed logistics, and provided hands-on student support - acting as an extension of the university’s own teams throughout.

The Solution

We co-designed a service framework with key stakeholders to ensure alignment with UWE’s wider processes and procurement standards. This framework is now being embedded in UWE’s new manufacturer tender, enabling the scheme to scale sustainably through standard procurement channels.

The Results

Scalable framework: the co-created model is being embedded in UWE’s new tender, ensuring continuity and long-term scale through standard procurement.
Higher satisfaction & trust: students described AgencyTech as friendlier and more competent than typical university channels, improving confidence and uptake.
Increased robustness: digital literacy and support teams now have a clear framework and tools to manage device demand efficiently, reducing operational strain and improving continuity.

Casey and the AgencyTech team have been great to work with and have filled a gap in our service. We look forward to continue working with them in the future.

Head of Circular Economy & Responsible Consumption, UWE