ICT Strategic Group
8.30am 13th November
Agenda
1
Welcome and Introductions
2
Previous Minutes and Actions
3
Primary Managed Service
4
RM Service Report
5
Refund Distribution
6
RM Update
7
BSF Update
8
Education Update
9
Filtering Requests
10
AOB
11
Date of Next Meeting
Item 3
Stoke Primary School ICT Services
Working in partnership with RM Education
• Stoke Local Authority is changing its schools’
support offering
• Stoke LA in partnership with RM Education, can
offer you a range of support packages
• Building block package approach
• Decision to work with a partner for the following
reasons:
–
–
–
–
Budget Pressures
Service Delivery Ambition
Changing School Environment
Change in working practices
Delivered by locally based people
In your city
You will need the basics first
• Internet
• E-mail
• Filtering
• Virus
school,
High-speed reliable and secure internet connection
managed by Stoke LA
World-class Microsoft Office 365 e-mail
Parallel filters provided by both Stoke LA and RM
Education
Software and updates for all the PCs in your
built on Symantec
£17 per pupil per annum and £2500 Line rental
• Discounted SIMS licences are available
• Must have an approved SIMS Support Partner that
meets the below criteria
•
•
•
•
•
•
•
Product and Public Liability Insurance minimum of £5m Professional indemnity
minimum £5m
At least 2 years audited accounts or bankers reference if this is not available
Dunn and Bradstreet credit check
At least 3 references from organisations they currently provide this service to
At least 2 years’ experience of managing/supporting and upgrading SIMS in a school
environment
At least 4 support staff directly associated with that service
Must have an established Helpdesk operating between 8am – 5pm
• City Council approved SIMS Support Partner is RM
• SIMS upgrades and patches
• SIMS advice, guidance and support
• Admin network support
• SIMS health checks
• Engineer Visits (Half day per week)
– Network management
– Preventative maintenance
– Resolving network problems
– Installing software
• Can be enhanced to Bronze +
• Managed curriculum service
• Including:
– Pre-installation audit
– On-site engineer visits
– We’ll even repair your hardware as part of the
package
• Full managed service
• Including:
– Curriculum network support
– SIMS support
– Admin network support
Package
Nursery
Primary
Special
Secondary
Starter
£17pp + £1500
£17pp + £2500
£17pp + £2500
£17pp + £2500
SIMS
Licence
£3.50pp
£3.50pp
£3.50pp
£4.00pp
SIMS
Support
£595
£2675
£2775
£3775
Bronze
£4250
£4250
Silver
£45pp + £5000
£45pp + £5000
Gold
£45pp + £5500
£45pp + £7500
Licence cost subject to CAPITA / All costs subject to RPI
Covered by BSF
Any Questions?
Contact details in the back of the brochure.
Jon Barker
John Bowler
Andy Morris
Neil West
Item 4
ICT Steering – Service Usage and Performance
Andy Morris – Operations Manager
BSF News….
• Five Managed Service sites now live with two further
“Mini Managed Services”.
• OSSMA next to join (Jan 2013), followed by Thistley
Hough (April 2013) and six schools in Sept 2013.
• Eight former school technicians now RM employees.
• TUPE process going well - new colleagues very positive
and spreading the word to the next phase.
Primary News….
• Primary Support proposition agreed
• Visits underway to all Primary Schools to
discuss
•
•
•
•
Starter Package
SIMS Support
Bronze / Silver / Gold Curriculum Support
Educational Support
Learning Platform Usage
Our top ten users:
School
Total Logins
(Jun – Oct inclusive)
Haywood Engineering College
Ormiston Sir Stanley Matthews
Norton Primary School
St Peter's Academy
Stoke-on-Trent City Council
Forest Park Primary School
REACH
St Wilfrid's RC(A) Primary School
12718
11429
6780
4077
3934
2649
1807
1639
St George and St Martin Catholic Primary School
Sandford Hill Primary School
1597
1422
RM Performance – October 2012
• Overall call volumes high due to the three new
BSF sites but lower than September; 1109 calls
open in period.
• 144 calls open at the end of the period; 53% of
these calls are with the customer for further
action or closure
• Three Customer Satisfaction surveys were
completed with an average score of 5.67
(Scores were 0,8,9)
• The First Time Fix rate is at 40%
Call Trend Analysis
No. Open Within
Period
Brought Forward
Raised
Closed
Carried Over
Nov 11
Dec 11
Jan 12
Feb 12
Mar 12
Apr 12
May 12
Jun 12
Jul 12
Aug 12
Sep 12
Oct 12
267
73
194
196
71
159
72
87
121
38
215
38
176
142
72
212
72
140
134
78
269
78
191
202
67
196
68
128
98
98
278
98
180
201
77
312
80
232
238
74
278
76
202
223
55
138
55
83
94
43
1410
44
1367
1151
260
1109
260
849
965
144
Helpdesk (Business Technology)
BT dealt with 223 support requests in October 2012
•
•
207closed
16 outstanding and carried over
Call Breakdown
Incidents – 61
Service Requests – 162
Top 5 Closed Incidents:
Category
Number
Software Usability
77
Software
32
Information
Request
Software Install
31
Printing / Scanning
12
17
Key Performance Indicators - RM
CIS1
CIS2
CIS3
CIS4
Internet Access & Availability
Email Availability
WAN Availability
Learning Platform Availability
KPI3a
KPI3b
KPI3c
KPI3d
KPI3e
KPI3f
KPI3g
KPI19
Call Response time
Web Enquiries
Call closures - High Prority
Call closures - Low Prority
Call Closures - Inconvenience
Call Closures - Learning Platform
Call Closures - Administrative
Disposal of redundant equipment
KPI5
KPI6
KPI8
Response to network security Incident
Protection against malicious intent
Restoration of any user data
KPI4 User software revisions and upgrades
KPI7 Management Assessment
KPI16b Results of user satisfaction surveys - CIS
KPI17
KPI18
KPI20
KPI23
Compliance with H&S
Compliance with DDA
Asset Management
DR and back up tests
Target Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
96
0
0
0
0
0
0
9
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
6
0
0
0
0
0
0
0
0
0
0
0
0
91%
100%
95%
100%
98%
100%
100%
86%
96%
92%
100%
100%
97%
100%
100%
100%
92%
92%
97%
100%
98%
100%
100%
100%
94%
95%
98%
100%
100%
100%
100%
100%
90%
95%
98%
100%
96%
100%
85%
100%
85%
100%
97%
100%
100%
100%
100%
100%
67%
93%
100%
100%
88%
100%
60%
95%
93%
90%
83%
100%
99%
100%
85%
86%
97%
93%
96%
100%
0
0
1
0
0
0
0
0
1
0
0
0
0
0
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
1
100% 100%
100% 100%
100% 100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
95% 100%
100% 100%
95%
95%
95% 88%
95% 91%
95% 58%
100% 100%
98%
100%
94% 100%
100% 100%
96%
100%
90%
91%
65%
100%
96% 100%
100% 94%
97% 93%
100% 100%
0
0
0
0
0
0
100% 100%
75% 100%
75% 100%
100%
100%
100%
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Customer Satisfaction
Monthly Average
Score
No. Surveys
Total Score
Nov 11
Dec 11
Jan 12
Feb 12
Mar 12
Apr 12
May 12
Jun 12
Jul 12
Aug 12
Sep 12
Oct 12
7.33
3
22
6.4
5
32
0
1
0
6
3
18
3
1
3
2
1
2
8
1
8
9
1
9
7
2
14
0
0
0
0
0
0
5.666667
3
17
•
Figures are from Net Promoter
Annual Survey
• Survey held in June 2012. Fantastic response –
over 1100 participants.
– 77% satisfied or better with RM helpdesk
– 83% of pupils satisfied or better with EM+ and KLP
– 54% of staff satisfied with managed service
• Action plan being created to address dissatisfaction
– Step 1: Change email product
– Step 2: Improve contact with schools through visits and
dialogue
Annual Survey
Prize winners
Pupils
Naziah Akhtar, Thistley Hough
Melissa Tellwright, Ormiston Horizon
Staff
Keith Burdon, Haywood Engineering College
Victoria Brown, Priory Primary C of E
Item 5
Refund Distribution
Total in the pot so far is
£61,351
What do you want to do with it?
• Head Teachers Meeting for ideas
• Divide up = £1.81 per pupil
• Buy Lending Equipment - IPADS
• E-Safety proposal
Item 6
Cloud Products Update
Office 365
RM Unify
Peter McGurk – Service Delivery Manager
• Dudley rollout complete
• Development work completing this month
• Pilot at OSSMA – Dec 12
• Looking for a primary pilot site – if you are
interested please talk to me or Neil
• Migration through spring/summer 2013
• Domain – your choice
– Stay with sgfl.org.uk, or
– Choose/use your own domain >> @anythingyoulike.com
– Examples:
•
•
ossma.co.uk
norton.stoke.sch.uk
– Cost is minimal - less than £50/year
Item 7.
BSF Update
School
Opening
Update
Reach
Opened - February 2012
Managed Service Underway – Going Well
Aynsley
Opened - June 2012
Managed Service Underway – Going Well
Trentham
September 2012
Managed Service Underway – Teething Problems,
business as usual
COOP
September 2012
Managed Service Underway – Teething Problems,
business as usual
Haywood
September 2012
Managed Service Underway – Teething Problems,
business as usual
OSSMA
Jan 2013
Implementation Underway
Thistley Hough
April 2013
Specification Agreed
St Thomas More
September 2013
PIC process underway
St Margaret Ward
March 2014
PIC process underway
Horizon
September 2013
PIC process underway
Kemball
September 2013
PIC process underway
Discovery
September 2013
PIC process underway
St Peters
September 2013
PIC process underway
Middlehurst
January 2014
Build Underway on programme
Holden Lane
January 2014
Build Underway on programme
Abbey Hill
Approx Sept 2014
Design Stage
Item 8
Education
Katrina Hay
Good News
• The momentum builds
– 2 schools to May 2012
– 3 schools in Sept 2012
– 7 by Sept 2013
– 4 by May 2014
Support in Advance
• How do we support in advance?
– Consultancy to build a bespoke programme
•
•
•
•
•
•
•
At the heart - the school’s vision & development plan
Change management
On-line skills audit
Essential Skills Programme
Visit to Real Centre
Action Research Projects
Partnership
– School or academy
– RM
– LA
Support During Go Live
• Bespoke ‘Go Live’ Programme
• Partnership
– Compliments
• Technical CPD
• CPD by other partners
• School’s in-house programme
• Time and resources available?
Action Research Projects
• Inform PIC
• Good practice examples
• Case studies
Good Practice ARP
• Stoke school wider resource
• Heather Gibb – Stoke LA LP Administrator
• https://www.klp.rm.com/establishments/861
0000/UniversalServices/SchoolAdvisorySuppo
rt/SchoolInterestSpaces/ActionResearchProjec
ts/Pages/BrowseallARPs.aspx
Co-operative Academy at Stoke
Case Study
Action Research Projects
• Stoke school wider resource
• Heather Gibb – Stoke LA LP Administrator
• https://www.klp.rm.com/establishments/8610000/
UniversalServices/SchoolAdvisorySupport/SchoolInt
erestSpaces/ActionResearchProjects/Pages/Browsea
llARPs.aspx
Thank You
Item 9. E-Safety
Jonathan Moss
The 360 E-safe City
Project Fund Options
e.g 50K of funding available from the IT Deductions Fund
If 50% of this fund is available to the 360 esafe project then schools can have
the option of using around £300 per school to use to support their 360 E-safe
project. With £2500 used to support half termly E-Safety training events
across the city at times that suit parents (evenings and Saturdays) in local
venues accessible venues.
If 75% of this fund is available for the 360 esafe project then schools can have
around £425 available per school to use to support the 360 esafe project with
£5000 used to support parent E-safety events across the city.
If 100% of the find is available then schools can have around £550 per school
to support 360 with £9000 being available for training events from Sept 2012Sept 2014.
Lending Library Refresh
All Schools to get access to the Lending
Library
Funds used to refresh kit e.g. more Ipads, Kindle Fire,
Rasberry Pi, Microsoft Surface.
Number of apps purchased for evaluation.
Max of four loans to schools per year.
Kit to be used for project work and evaluation.
Schools to suggest kit to purchase and sub-group to decide
purchase.
Purchase through LA gives volume discount.
Schools to decide who provides support.
E-safety
• Global unblocking system through the learning
platform for speedy and accountable decision
making.
• Communication regarding the use of RM
smart caches and the responsibility of schools.
Item 10. Annual Report
Neil West
Item 11. AOB
– Proposed Date for next meeting
Date
Tuesday March 19th
Time
8.30
Location to be Determined
Any offers?