Androgogic’s COVID-19 preparedness and response

Friday 20th March 2020

Androgogic’s COVID-19 preparedness and response

Dear Friends of Androgogic,

As you are aware, COVID-19 is here, and we wish it wasn’t - for everyone’s sake. We are reaching out in the hope of working together hand in hand (so to speak!) as we navigate our way around this new landscape.

During this difficult time of uncertainty and ongoing changes, Androgogic are confident that we are well placed to continue service provision across all parts of our business and fulfil our responsibility to support our client-partners, particularly for customers such as hospitals where ongoing access to training materials may be extremely important.

As a business, we have assessed how best we can navigate this situation while ensuring the health and safety of our staff, customers and community. We have activated our Business Continuity Plan (BCP) and implemented an internal COVID-19 taskforce to undertake ongoing communications, monitoring, threat evaluation and management of the contingency actions arising. We have also added staff in our frontline support and systems teams in the last fortnight, and are ramping up our hardware capacity to be better prepared for additional future demand.

Our aim is to keep you informed, reassured and supported. So how can we help? 

Remote Working & Assistance

With the pandemic outbreak, many governments and organisations are encouraging self-isolation and work from home. As a company, we have been remote working since inception almost fifteen years ago, and as such our team are fully prepared and equipped with sophisticated business systems that will enable us to support and serve our client-partners with the same level of reliability and quality as you have come to expect from us. 

In the event there are external impacts that we cannot control we will be seeking to provide best practice advice and support to all client-partners on ways to best manage within those constraints.

Technology Solutions

Given our current analyses, we believe we are well placed to manage the likely fluctuations in hosting demand within our network boundary. We have also undertaken staff training and developed FAQs to assist and counsel our support customers about connectivity issues they may experience outside of our environments. Our services are also hosted from one of the premium facilities in Australia (EQUINIX IBX SYD3), and who have responded swiftly and effectively to potential risks from the pandemic.

Should the need arise, we expect to be able to quickly increase your current usage capacity to help cope with an increase in demand as you shift your operations and workforce to a home-based environment or in the event you expect additional usage. Should resource conflicts arise, our first priority will be the support and maintenance of all existing production systems.

Totara Learn Customers

In recognition of the difficult times ahead, Totara Learning Solutions have frozen their subscription pricing for the next 6 months. The Androgogic team will continue to keep you informed on any changes that may impact you. For businesses that expect to add a large number of new users to your site and may breach your current subscription limit, we will advise you if and when that happens and assist you with the transition or any other requirements.

To help each other prepare and adapt swiftly and effectively to these new working arrangements in response to COVID-19, Totara Learn customers now have access to free courses available from GO1 via the Content Marketplace. Built into Totara, you can publish these courses to your staff if you enable the content marketplace feature. If you require support, please reach out and we’ll help you activate this offering.

Courses currently include: 

  • Managing the Impact of COVID-19
  • COVID-19 Business
  • COVID-19 Health Care/Aged Care 
  • Infection Prevention and Control
  • 10 Minute Pandemic Awareness
  • Travel Safety
  • Office Ergonomics
  • Forging ahead with perseverance and resilience
  • Managing remote teams

Contact Us

Androgogic is committed to supporting our client-partners. We will continue to operate as we always have – for you and working alongside you, ready to activate quickly and well placed to help you through this difficult time.

In order to assist us with our ongoing technical and staff risk management, can you please respond or delegate someone from your organisation to respond to as many of the following planning questions that are relevant to you:

  1. Do you have any changes to personnel for when Androgogic contacts you, eg. any new or different main contacts, IT, DR or accounts contacts? (you could also send us an up to date list for our records)?
  2. Do you expect to increase the usage of your hosted site(s) significantly (ie. in a way that is likely to affect your concurrent usage or total number of active users) and if so, by what amount and in what timeframe approximately will you be looking at?
  3. Would you require additional support at this time (especially to end users if your in-house LMS administration support team is unable to provide services)?
  4. Do you require any courseware support, eg. conversion of paper-based / F2F course materials to simple white label SCORM packages for fully online delivery?
  5. Are there any projects or change requests we are working on with you where you want to meet with us to review timelines (based on risk mitigation or staffing changes you are aware of within your organisation, or for any other reason)?

Please rest assured we are doing everything to minimise business disruption while also ensuring the safety, health and wellbeing of everyone involved.  The team at Androgogic is at your service, please continue to meet with us as per current schedules (which will already be by video conference in most cases, and if not we will request to change to that modality if at all possible) and otherwise please get in touch with us for any reason where we can help, via your usual support channels.

Yours sincerely,

Michael Fraser, Androgogic Chief Operating Officer and Androgogic COVID-19 Response Coordinator