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Education Technology

Services

Education Technology Services

(formerly known as SITSS)

Service Level Agreement

2017/18

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Inspire to Learn Education Technology

Services

Introduction from Service Lead

Dear colleague,

Welcome to our new Service Catalogue, my name is Paul Andrews and I am the Service Lead to the Education Technology Services team.My team and I are

fully committed to supporting and developing schools in integrating the effective use of technology to support and enhance everything they do.

Within this catalogue you will find information about the services we can deliver to your school, you will find these services listed in Appendix I – Service List.

The Service catalogue is a significant change in the way we offer our services to schools; rather than choosing from the four ICT support services which were

historically offered, you are now able to build your own customised support package by selecting just those services you need – enabling us to provide a

bespoke service that is tailored to the unique needs of your school.

Don’t worry if this sounds confusing, we are more than happy to discuss this further with you and then provide you with a quote based on the services which

will enable you to meet those needs. Our services can be purchased on an annual or a three-year basis. A cost saving is available for the three-year

subscription and can help your organisation to budget more effectively.

Once you have chosen your services, we will create a custom “Service Level Agreement” (SLA) which outlines what services you have in place and how each of them supports you. These SLA documents are all written in plain English; based on feedback from schools we’ve attempted to make baffling jargon and acronyms a thing of the past. We are committed to continually reviewing and updating our services to best meet the needs of your school and so if you have any questions, comments or ideas as to how we might develop our services further to better support the staff and pupils within your care, please get in touch. Paul Andrews Schools ICT Team Leader Shropshire Council

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Contents

ICT Service Catalogue 2017/18

Our Vision ....................................................................................................................................................... 4

What you can expect from us .......................................................................................................................... 5

What we expect from you ............................................................................................................................... 5

Comparable Services to Previous Years. ...................................................................................................... 6

About our Service Desk ................................................................................................................................... 7

Service Desk Availability ............................................................................................................................................................................................................................................................... 7

How we classify and prioritise your support ................................................................................................................................................................................................................................ 8

Target Response Times (Priority) ................................................................................................................................................................................................................................................. 9

Support Allowances.................................................................................................................................................................................................................................................................... 10

Purchasing our services ................................................................................................................................. 11

Developing our service: Introducing our “Schools Managed Service” ........................................................... 12

Transitioning to the Schools Managed Service .............................................................................................. 13

Would you like to know more? ..................................................................................................................... 14

Appendix I – Service List ................................................................................................................................ 15

Service Overview....................................................................................................................................... 16

Example Service Combinations.................................................................................................................. 18

Service Descriptions .................................................................................................................................. 22

ICT Infrastructure Services ......................................................................................................................................................................................................................................................... 22

School Administration Services .................................................................................................................................................................................................................................................. 31

Teaching & Learning Services ..................................................................................................................................................................................................................................................... 35

Communication Services ............................................................................................................................................................................................................................................................ 41

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Our Vision

We believe that your staff should have:

We believe that your pupils should have:

Quick access to reactive support for when things don’t work as planned.

• Access to the most appropriate hardware and software. • Software and systems that reduce the amount of

paperwork they have to do and that frees up their time to focus on teaching and learning.

• Access to information rather than data. • Ability to access all work systems remotely. • The ability to customise their technology to meet all of

their accessibility requirements. • Hardware and software expertise to enable all of the

functions of your school to be carried out in the most effective way.

• On demand bespoke training that is flexible to their needs, both online and face to face which enables them to deliver learning in a 'mode neutral' way.

• Easy access to training resources with first class technical support.

• Access to the most appropriate hardware and software. • Online access to a Virtual Learning Environment (VLE) containing learning

resources and lesson materials which their teachers have made available to them. Access to an Internet enabled device in every classroom/learning environment.

• The opportunity to develop a personalised e-portfolio which they can continue to develop even after they have left school.

• The ability to customise their learning resources to meet all of their accessibility requirements.

• The opportunity to undertake online formative assessment any time they like and submit work and assignments electronically if they so wish.

• The opportunity to engage with their teachers both pedagogically and pastorally.

• The ability to communicate effectively online with one another, their teachers and the support network provided by their school.

• An education that provides them with a lifelong confidence and competence in making the most of information technology in all its forms in order to provide them with a competitive edge when applying for jobs, volunteering or furthering their education.

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What you can expect from us

As one of our valued customers you can expect us to:

Transition you to a single bill for all of the ETS services you purchase from us.

Provide you with a regular statement detailing how you have made use of our services.

Provide you with experienced, skilled, locally based support, either face to face in your school or by providing ICT support remotely.

Be responsive to your needs and ensure that you always get a response to any queries you raise to us.

Advocate low cost and open source tools and technologies which your school can use to enhance teaching and learning at the lowest possible cost.

Provide high quality staff development utilising tools and technologies which allow your staff to engage in professional development any time they wish.

Be reliable & trustworthy.

Be friendly and here to help you.

Constantly strive to improve our service.

Maintain clear, effective and open channels of communication.

Deliver what we say we will.

Work closely with your team in a true partnership.

What we expect from you

To engage in a successful, mutually rewarding partnership, we are looking for schools who:

Are open and honest with us about our service.

Treat all the members of our team with respect and courtesy.

Are willing to openly engage with us and help us to help them.

Are willing to work with us in setting agreed timescales for implementing any changes which they would like us to make.

Have confidence in our ability.

Work with us constructively to help deliver the best possible service.

Education Technology

Services

Comparable Services to Previous Years.

We understand that your school may wish to continue with a comparable ICT support services to the ‘Legacy Services’ which were offered in

previous years.

The table below details the new services which offer a comparable level of support to the legacy services. Full details on these new services

are detailed in Appendix I – Service List.

For those schools transitioning from our Legacy SITSS Services to our new ETS services, we will provide your school with a transition schedule which will outline how we will migrate your school from its existing services to those you have chosen from this document. In conjunction with the new bespoke Service Level Agreement and regular usage reports, these documents will provide you with a clear understanding of the services you are purchasing and how your school is making use of them.

Legacy SITSS Services (ends March 31st 2017)

ETS Services which provide comparable support (from 1st April 2017)

Capita SIMS Support Basic SLA 15. Onsite SIMS server (physically located on your premises)

18. Onsite and remote support for administrative staff using Microsoft Office or Capita SIMS (SIMS Support) Enhanced SLA

School Technician Support Basic SLA 6. Remote and Onsite ICT Technician Support (School Technician Service)

Enhanced SLA

Shropshire WAN SLA 8. Internet Connection (Shropshire WAN)

9. Internet Content Filtering

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About our Service Desk

For all of your support and advice requirements, our locally based service desk is available for you to contact either by email or by telephone.

The diagram below outlines the support process:

Service Desk Availability

The table below shows when our service desk is open. If you ever need to get in touch with us outside of these hours, then you will be able to

contact us via email or by leaving a voicemail message.

Details on how to do this will be included within your Service Level Agreement (SLA) should you sign up for one or more of our services.

Your organisation encounters a technical

issue with the hardware or software services supplied by the ETS support team

You contact our dedicated locally based service desk

via email or telephone

Remote support is provided over the phone and via "remote desktop"

If the issue cannot be resolved remotely then

one of our technicans will visit your site to resolve

the issue

Days Opening hours

Monday to Thursday 08:00 – 18:00

Fridays 08:00 – 16:00

Bank holidays & Christmas period Closed

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How we classify and prioritise your support

Should you need to contact our service desk, your call will be classified as one of two types: a Request or an Incident.

Once classified, your call will be given a priority rating which, in turn, will determine how rapidly we aim to resolve your Incident or meet your

Request according to the target response times defined overleaf.

Incidents Requests Definition: An unplanned interruption to the services which we provide you with or a reduction in the quality of the services we provide you with. When our services work exactly the way they are supposed to, they operate ‘without a hitch’. But if one of our services does not work as planned, it can result in ‘unplanned interruptions’ to the service and creates an ‘incident’. The main goal of Incident Management is to provide a rapid fix that resolves the interruption and restores your service back to its full capacity. Such interruptions can be anything from your computer not booting up to the Wi-Fi not working.

Definition: A formal request from you for something to be provided by us – for example, a request for information or some advice. A service request is raised when you want to purchase or obtain something that you don’t have in the first place. This could be gaining access to a printer or upgrading to a higher version of a piece of software.

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Target Response Times (Priority)

The table below outlines our target response times when supporting you via our onsite and remote technical support service.

Like an emergency service, we prioritise the support we give according to the severity of the issue – so if there is something which is having a

high impact on the smooth-running of your organisation, fixing it will be prioritised over smaller, less serious calls.

Priority Examples of what this might be Response

time Onsite Support

(where appropriate) Incident Request

Emergency

Critical applications and system(s) down or unusable

Site(s) are down or unable to work

Multiple users are not able to carry out their normal work function

Security incidents N/A

0 - 2 hours

Arrival within 4 hours* of onsite support being identified as needed.

High

Part of the system is unusable preventing users from carrying out their duties

Single user is not able to carry out their normal work function or specific task for that day

0 – 4 hours

Arrival within 4 hours* of onsite support being identified as needed.

Medium

Minor problems that do not affect the day-to-day use of the system

Software errors causing inconvenience but no lack of function

Test/trainer system faults

General customer queries/requests for advice

Change requests

Software installs/updates

Hardware setup & installation

Password resets

0 – 8 hours

Within 24 hours of your call being classified as having “Medium” impact we will have contacted you to arrange an onsite visit at time that works best for you.

Low

All other types of query

0 - 16 hours

Arrival within 5 working days* of onsite support being identified as needed.

* Excludes travel time required to drive from Shirehall to your site.

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Things to know:

The response times above are not incident resolution times and exclude the time it will take for us to travel from Shirehall to your

school. The actual resolution time will be determined by the complexity of the issue and what is required to resolve it.

Where there is a problem which requires input from a third party, the response time will be determined by the 3rd party.

Requests for hardware/software purchases/installations will be subject to third party delivery; the time it will take the third party to

deliver the required hardware/software will be discussed at the point of ordering.

The Service Desk will monitor progress and ensure that you are kept informed of progress.

For hardware supplied to you via our purchasing service, the Service Desk liaises with 3rd party suppliers for faults covered under

warranty.

Support Allowances

Subscribers to one or more of the services listed below will be entitled to:

• Access to telephone and ‘Remote Desktop’ support for the service in question (subject to our Acceptable Usage policy).

• 1 hour a month of onsite support for the service in question.

Should you require more onsite support then this will be charged at our standard hourly rate.

The services which provide your school with a support allowance are listed below. Full details on these, and all of our other services can be

found in Appendix I – Service List.

ICT Infrastructure 4. Server maintenance & support 5. Fully maintained school servers (Server as a service) 6. Remote and Onsite ICT Technician Support (School Technician Service)

School Administration 16. Onsite and remote support for administrative staff using Microsoft Office or Capita SIMS. (SIMS Support)

Teaching & Learning 20. Hosting of a Virtual Learning Environment (VLE) for your teachers and pupils to use 21. Dedicated Educational Desktop

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Purchasing our services

If you would like to purchase one or more of our services, then you can contact us directly via [email protected] or you can call us on

01743 254230

The prices for each of our services are based on your organisations’ requirements; many of the services are costed to fit the size and

complexity of your school.

Depending on the services you are interested in, we may need to schedule up to

two free visits to your school to undertake:

A discussion with key stakeholders to determine what your strategic,

pedagogical and administrative ICT needs are.

A technical audit of your school to determine what, if any, changes to your

IT infrastructure are required to enable it to support our services.

Once we know what your requirements are and which services you wish to

purchase, we will then be able to supply you with an accurate quote.

After receiving your quote, should you then decide to take out one or more of our

services, we will provide you with a customised Service Level Agreement (SLA),

which defines the level of service you can expect from us.

As part of this service we will provide you with regular usage reports so that you can see how your organisation is making use of our services.

This will enable us both to ensure you a receiving value for money and are making the most effective use of the services which we provide you.

mailto:[email protected]

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Developing our service:

Introducing our “Schools Managed Service”

Our School’s Managed Service (SMS) is a bundle of a selection of our services which transfers the responsibility of managing your ICT

equipment and infrastructure to us and provides you with a single point of contact for all of your ICT requirements.

Should you decide to migrate to the SMS, we will ensure the continual smooth running of your equipment and network, leaving your staff to

focus on what’s important – the education of your pupils.

To enable us to fully manage your service we bring together a number of our services (listed below) to form a coherent package, full details on

these and all of our other services can be found in Appendix I – Service List.

Service Category SMS ‘Core’ Bundle

ICT Infrastructure

3. Software licensing and installation (e.g. Microsoft Windows, Office, Minecraft, G Suite for education, etc.) 5. Fully maintained school servers (Server as a service) 6. Remote and Onsite ICT Technician Support (School Technician Service) 9. Internet Content Filtering 10. Real time web Filtering and monitoring 11. Antivirus Protection 12. Online Backup

School Administration

14. Shropshire Council hosted SIMS service

Teaching & Learning

22. Dedicated Educational Desktop

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Transitioning to the Schools Managed Service

If your school does not wish to subscribe to the SMS bundle then that’s completely fine, there is no obligation to subscribe to it and we would

be delighted to support your school with whichever combination of services suits you best.

If you feel the SMS is for you, our friendly team of experienced ICT experts will support you in migrating your school to the new services. If you

have any existing or outstanding software agreements or licenses, then we will work with you to transition these over to the new service to

ensure that none of your previous investments are wasted.

Before we provide you with a quote for the SMS Bundle we will provide two scheduled visits to your school:

A discussion with key stakeholders to determine how you want your school to integrate

technology into the “Foundations of 21st Century Learning”.

A technical audit of your school to determine what, if any, changes to your

IT infrastructure are required to enable it to support our services.

Once we know what your aspirations are and what hardware is required to get you

there, we will be able to provide you with an itemised quote consisting of:

A bespoke quote for the SMS ‘Core’ Bundle

A quote for any other services we recommend you take out in addition to

the Core bundle which will enable you to fully realise your ICT integration goals.

A quote for upgrading your existing hardware/purchasing new hardware if the technical audit finds that your existing ICT equipment

does not meet the minimum requirements for making use of any of the ‘core’ services.

After receiving your quote, should you then decide to take out one or more of our services, we will provide you with a customised Service

Level Agreement (SLA), which defines the level of service you can expect from us.

21st Century Learning

Teaching &

Learning Administration

ICT Infrastructure

Communications

“The Foundations of 21st Century Learning”


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Would you like to know more?

If you would like any more information, or would like us to come out to

your school for an informal discussion about the ways in which we

might be able to support you, then please get in touch.

I look forward to hearing from you.

Paul Andrews Schools ICT Team Leader [email protected] 01743 254771

http://inspiretolearn.shropshire.gov.uk/our-services/education-technology-services/

mailto:[email protected]


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Appendix I – Service List

In this section you will find all of the services that we can provide to your school.

Typically, there are three main areas where educational establishments can benefit

from effectively using technology, all of which must be underpinned by a robust ICT

Infrastructure. We call these the ‘Foundations of 21st Century Learning”’ and they

are shown to the right of this page.

Over the course of this year my team and I have been listening to your feedback and

have rebuilt our entire service from the ground up; it is now based on the needs of

both academic and administrative staff who work in educational establishments;

combining the best of research informed practice with the decades’ worth of practical

experience which our team possesses.

In addition to making the working lives of your staff easier, we also wish to expand the educational opportunities your pupils have and make our billing processes much simpler. Our new service catalogue and bespoke Service Level Agreements enable us to consolidate the services we provide to you, providing you with one consolidated bill for all of your ICT services. It is our hope that this will make administration and financial planning much easier for you, our valued customer.

Teaching &

Learning Administration

ICT Infrastructure

Communications


“The Foundations of 21st Century Learning”

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Service Overview

The table below lists all of the services we offer to schools. Further details about each service can be found on subsequent pages.

Service Category + Description Services we supply

ICT Infrastructure: These services will provide your organisation with a rock solid ‘backbone’ so that your ICT equipment runs as smoothly and as quickly as possible.

1. ICT Infrastructure Heath checks 2. Hardware purchasing

(see separate Hardware Catalogues) 3. Software licencing and installation 4. Server maintenance & support 5. Fully maintained school servers (Server as a service) 6. Remote and onsite ICT Technician Support (School Technician Service) 7. Switch maintenance 8. Internet Connection (Shropshire WAN) 9. Internet Content Filtering 10. Real time web Filtering and monitoring 11. Antivirus Protection 12. Online Backup 13. E-safety & digital 'Prevent' Strategy Consultation & Support 14. Shropshire Council hosted SIMS service 15. Onsite SIMS server (physically located on your premises)

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Administration: Services tailored specifically to support the administrative and logistical operations of your organisation.

16. Virtual Staff Room 17. Onsite and remote support for administrative staff using Microsoft Office or Capita SIMS.

(SIMS Support) 18. SIMS Heath Checks 19. ICT CPD for Administrators 20. Electronic visitors book

Teaching & Learning: Services tailored specifically to support the integration of technology into your teaching and learning practices, in a pedagogically sound way.

21. Hosting of a Virtual Learning Environment (VLE) for your teachers and pupils to use 22. Dedicated Educational Desktop 23. ICT CPD for Educators

(see separate CPD Catalogue) 24. Computing Curriculum Health Check 25. E-Learning Strategy Consultation & Support 26. Ofsted inspection preparation and support

Communications: Services which will enhance and streamline the way your organisation communicates with all key internal and external individuals and groups (such as parents, pupils, fellow colleagues, Ofsted etc.).

27. Digital Communications Strategy Consultation & Support


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Example Service Combinations

The table below outlines the typical services which different types of school might want to take out, depending on their circumstances.

Remember though, you can choose to take out any combination of services you wish, these are just ‘serving suggestions’:

Example Bundle Service Category Example combination of ETS Services

‘Essential’

ICT Infrastructure

3. Software licencing and installation

5. Fully maintained school servers (Server as a service)

6. Remote and onsite ICT Technician Support (School Technician Service)

7. Switch maintenance

8. Internet Connection (Shropshire WAN)


10. Real time web Filtering and monitoring

11. Antivirus Protection

12. Online Backup


Administration 17. Onsite and remote support for administrative staff using Microsoft Office or Capita SIMS. (SIMS Support)

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‘Agile’

ICT Infrastructure

1. ICT Infrastructure Heath checks


4. Server maintenance & support








12. Online Backup


Administration

16. Virtual Staff Room

17. Onsite and remote support for administrative staff using Microsoft Office or Capita SIMS. (SIMS Support)

18. SIMS Heath checks

19. ICT CPD for Administrators (see separate CPD Catalogue)

Communications 27. Digital Communications Strategy Consultation & Support


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Educational

ICT Infrastructure











12. Online Backup

13. E-safety & digital 'Prevent' Strategy Consultation & Support


Administration





Teaching & Learning

21. Hosting of a Virtual Learning Environment (VLE) for your teachers and pupils to use


23. ICT CPD for Educators (see separate CPD Catalogue)

24. Computing Curriculum Health check



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Fully Integrated

ICT Infrastructure











12. Online Backup

13. E-safety & digital 'Prevent' Strategy Consultation & Support


Administration





20. Electronic visitors book

Teaching & Learning

21. Hosting of a Virtual Learning Environment (VLE) for your teachers and pupils to use


23. ICT CPD for Educators (see separate CPD Catalogue)

24. Computing Curriculum Health check

25. E-Learning Strategy Consultation & Support

26. Ofsted inspection preparation and support

Communications 27. Digital Communications Strategy Consultation & Support



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Service Descriptions

ICT Infrastructure Services

These services will provide your organisation with a rock solid ‘backbone’ so that your ICT equipment runs as smoothly and as quickly as

possible.

Ref Service What you get How it will help

1

ICT Infrastructure Heath checks

An onsite audit from one of our dedicated technicians to test and report on the any issues within your ICT infrastructure which might impact on:

It’s day to day smooth running

The security of your data

The ability of your staff to use ICT in the way you want them to achieve your strategic goals.

What we will look at:

Your server – As a vital element in your ICT network, we’ll check that it is error free and not at capacity.

Network infrastructure – We will check both your wireless and wired network to ensure they are performing at their best.

1) You will be made aware of any potential risks posed by your existing ICT infrastructure and be offered help and support to mitigate them before they become a reality.

2) You will be able to strategically plan your ICT budget spend to ensure your ICT infrastructure is fit for purpose now, and in the forthcoming academic year.

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1

ICT Infrastructure Heath checks

cont…

Hardware – We can offer ways to extend the life of your existing hardware or recommend new hardware to meet the needs of your organisation.

Software - We will provide a comprehensive review of existing software and licences, identifying upgrades/updates, and recommending new software to improve the way your school makes use of software.

Security – a thorough check on your existing backup procedures, anti-malware/spyware/ransomware programs, virus and firewall protection.

2 Hardware purchasing

We have partnered up with leading hardware suppliers to secure special educational discounted rates on popular ICT equipment, such as Apple iPads and Windows based laptops. Please see our online hardware catalogues for further information, they are available for download here: Web address: https://goo.gl/di0ka3

Your school will be offered equipment at specially discounted rates, which has been handpicked to ensure it meets your needs.

https://goo.gl/di0ka3

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3

Software licensing and installation

We have partnered up with leading hardware suppliers to secure special educational discounted rates on popular administrative and educational software. With all of the software you procure through us, we will install it onto your equipment for you, so that ‘it just works’. In many cases we champion the use of zero cost educational software which works on a wide variety of devices, so that pupils and staff can make use of the software on their own devices at no additional cost. We can supply all of this zero cost software individually via our website (https://goo.gl/di0ka3) or as part of our Dedicated Educational Desktop service (See #24 Dedicated Educational Desktop).

Your school will benefit from low or zero cost software licences for all of the software which it needs to achieve its administrative and educational goals. We can also provide comprehensive CPD training for your staff so they gain the confidence and competence required to use your software in the way you need them to, please see #19 ICT CPD for Administrators and #23 ICT CPD for Educators.

4

Server maintenance and

support

Our Server Maintenance service provides your school with an emergency Server replacement service. Should one or more of your servers develop a software fault, we will come out to you with a temporary replacement, fully configured and ready to go, and we will install it for you so that your school can be up and running again in the shortest amount of time possible. This temporary replacement acts like a spare tyre on your car – it allows you to keep going whilst we fault find and fix your ‘proper’ school server. Once your server is repaired we will install it in your school again.

Our Server Maintenance service allows you to reduce server downtime caused by spoftware server faults. If your server stops working, we will fault find and fix the issue via both online and onsite support.


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5

Fully maintained school servers

(Server as a service)

This service is an enhanced version of ‘#4 Server maintenance and support’ where your school will be charged a monthly fee for Shropshire Council to install and fully manage the server(s) within your school. We will be wholly responsible for the running and upkeep of the servers in your school – ensuring that they are always fully backed-up off site, work as intended and have the most up to date security patches installed on them. Every year we will review your server specifications and if they need upgrading further or replacing then we will manage the upgrade/replacement at no additional cost to your school (other than the regular monthly fee). Please note: For further information about our service desk and fault reporting/fixing process, please refer to ‘About our service desk’.

The best way to think of this service is like hiring a car which you pay a set monthly fee for; you won’t pay anything extra if the car needs a service or needs repairing/replacing – it’s all covered by that set monthly fee. When it’s time to upgrade your server, we will either upgrade the one you have or replace it with a brand new one, all pre-arranged at a time in the academic year which suits you and your pupils best. The main benefit of this service is that it allows you to budget for your school server and removes any unwanted or unforeseen costs.

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6

Remote and Onsite ICT Technician

Support (School

Technician Service)

We understand that sometimes things don’t work the way you might expect them to. Should this happen, you’ll be able to contact our support desk and speak to a member of our team. Depending on the issue we will either resolve your issue remotely or send a member of the team out to you. As a valued customer you will be entitled to receive as much ‘remote’ troubleshooting as you need, and up to one hour of onsite troubleshooting each month. For more complex issues that need a dedicated piece of work – there may be an additional charge. Please note: For further information about our service desk and fault reporting/fixing process, please refer to Please refer to ‘About our service desk’.

Your school will benefit from having a friendly ICT technician who can visit your site to diagnose and fix any issues which occur with your equipment.

7 Switch

maintenance

Our Switch Maintenance service provides your school with an emergency Switch replacement service. Should one or more of your Switches fail, we will come out to you with a temporary replacement, fully configured and ready to go, and we will install it for you so that your school can be up and running again in the shortest amount of time possible. This temporary replacement acts like a spare tyre on your car – it allows you to keep going whilst you order a new replacement Switch for your school.

A Network Switch is a device that you will have within your school/college. Its job is to direct the internet and network traffic to each of the computers and other internet enabled devices on your network. If your Network switch develops a fault, you can lose connection to the internet, be unable to send email.

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8

Internet Connection (Shropshire

WAN)

Our WAN connection will connect you to Shropshire Council Services:

1) Provision and proactive monitoring of a WAN connection by Shropshire Council’s chosen service provider. This WAN connection will link the site to Shropshire Council.

2) Provision and proactive monitoring of Internet access by Shropshire Council’s chosen service provider.

A fixed network is our preferred option for both Primary and Secondary schools however a wireless network may be used where the fixed network technology is not capable of reaching an acceptable speed/bandwidth; for example, at a rural school where Superfast is not available. Please note: We would install a standard connection based on the technology available to your site, based on a balance between delivering an acceptable capability and price. If your school has a desire for an enhanced connection, quotes for a bespoke link can be provided on request. * (additional costs may apply if these services were subscribed to)

Provide your establishment with access to the internet and Council services. You would be part of an enterprise level service with 24x7x365 proactive monitoring of your connection and enterprise level response and resolution targets.

9

Internet Content Filtering

This service prevents your pupils from accessing inappropriate and unauthorised content via your school network.

You can be confident that all users on your school network are not using it to access content which could compromise your safeguarding obligations to your staff and pupils.

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10

Real time web Filtering and monitoring

This is an enhanced version of our Internet Content Filtering service. It provides an advanced internet monitoring system designed to safeguard your learners against the more unsavoury risks posed by online interactions. Please note: This service must be taken out in conjunction with #9: Internet Content Filtering.

Designed to fulfil the legal obligations under the Prevent Duty and Ofsted’s Safeguarding Children and Young People Policy, this additional service protects users by monitoring keystrokes as they are entered and imagery as it is accessed.

11 Antivirus

Protection

1. An active subscription and licence to use Anti-Virus software on your school laptops running supported operating systems.

2. Installation of Antivirus software on all machines running supported operating systems.

Our Antivirus software will prevent your staff and pupils from downloading malicious software via your school’s network and keep your computers protected against virus infection.

12 Online Backup This service will backup files and folders of your choosing off site. This will safeguard your important data and information in the event of a fire or some other incident which would damage and destroy your school server.

It will provide you with the peace of mind that your key files are safely backed up on a regular basis in a secure location outside of your school.

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13

E-safety & digital 'Prevent'

Strategy Consultation &

Support

Consultation and support in creating and implementing a digital safeguarding strategy for the safe use of technology within your school:

• Initial onsite consultation to determine what measures are already in place within your school and what else needs to be done to ensure compliance with the statutory guidance.

• Creation of a 12 month strategy and action plan which dovetails into your existing safeguarding strategy.

• Onsite termly reviews to monitor progress, identify milestones reached and outline targets for the forthcoming term.

• Recommendation of staff CPD sessions and activities that will provide your staff with the confidence and competencies required to implement your strategy.

Please note: CPD is not included as part of this service, please see our separate CPD catalogue for all of the CPD which is available via our website.

We will work with you to create an holistic digital safeguarding strategy which dovetails into all other key strategies within your school. Coupled with a pragmatic action plan with SMART targets, it will enable your school to demonstrate that it is actively meeting its legislative safeguarding requirements.

http://inspiretolearn.shropshire.gov.uk/media/1035/ets-cpd-brochure-v1.pdf

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Services


14

Shropshire Council hosted

SIMS service

Hosted Installation of SIMS on Shropshire Council Servers, which you then access via the internet. This allows your staff to access SIMS from home and includes:

• Installation of SIMS on Shropshire Council Servers. • Operating system installation. • Server build / image install. • Standard software installation. • Environmental equipment installation. • Security and compliance review. • Server component configuration. • Workstation client install.

Please note: This service does not cover the installation and support of Non-standard SIMS modules/plugins.

This service will allow your staff to access SIMS on any internet enabled device, from anywhere in the world (not just in school). Because your SIMS server will be hosted within our dedicated data centre, you won’t need to pay to have your SIMS system backed up separately, thus saving you money on #12 Online Backup should you also wish to purchase this service.

15

Onsite SIMS server

(physically located on your

premises)

Setting up a SIMS server that runs off a computer within your school. This service includes: • Installation of SIMS on your own existing school server. • Operating system installation. • Server build / image install. • Standard software installation. • Security and compliance review. • Server component configuration. • Workstation client install. Please note: This service does not cover the installation and support of Non-standard SIMS modules/plugins.

This is not as beneficial as #14 Shropshire Council hosted SIMS service because with this service, staff can only access SIMS when they are physically within your premises.

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Services

School Administration Services

These services are designed to support the smooth administrative and logistical running of your organisation.


16

Virtual Staff Room

(powered by Office 365)

A secure online space where your staff can share documents, view school calendars and where your senior management team can post important notices for staff - all of which can be accessed by staff via any internet enabled device, anywhere in the world. Please note: This service requires an active license to Microsoft Office 365, available via #2 Software licensing and installation.

Fully configurable to meet the needs of your organisation, the virtual staff room will dramatically improve internal communications within your school –allowing staff to book rooms, see important dates and view all important announcements from the senior management team.

17

Onsite and remote support

for administrative

staff using Microsoft Office or Capita SIMS. (SIMS Support)

• Fault finding and applying fixes over the telephone and via our ‘Remote Desktop’ software.

• Provision of telephone and remote desktop support to your administrative staff in completing your organisation’s statutory returns and key procedures.

• Planning and upgrading SIMS and Discover for you at an agreed time and date.

• Testing of major SIMS releases/upgrades prior to installation. • Installing the SIMS workstation client on your computers.

As a valued customer you will be entitled to receive as much ‘remote’ troubleshooting as you need, and up to one hour of onsite troubleshooting each month. For more complex issues that need a dedicated piece of work – there may be an additional charge.

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Services


17

Onsite and remote support

for administrative

staff using Microsoft

Windows, Office or Capita SIMS. (SIMS Support)

cont…

• Recovering your database in the event that it becomes corrupted and/or your data is lost.

• Migrating your SIMS database to a new sever if your existing SIMs server becomes unstable or is no longer fit for purpose.

• Support for B2B data transfers to the Local authority system (ONE).

• Designing SIMS Reports for you. Please note: We do not provide support for any third party SIMS modules unless previously agreed in writing. For further information about our service desk and fault reporting/fixing process, please refer to Please refer to ‘About our service desk’. CPD is not included as part of this service, please see our separate CPD catalogue for all of the CPD which is available via our website.

18

SIMS Heath Checks

The SIMS Health Check is a face to face meeting on site at your school which typically lasts for up to 2 hours. The purpose of the health-check is to improve use of Management Information Systems (MIS) data within your school and is ideally suited for senior leaders and senior users of SIMS within your organisation.

It will allow you to see if there are other aspects of the SIMS system which you are not yet using which could be beneficial to your organisation.


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Services

Ref Service About this service

19

ICT CPD for Administrators

In our experience, many educational establishments’ ICT aspirations fail because they do not provide adequate staff development and support for the technology they wish to introduce. We can often tell when this is the case as staff who have not been provided with robust CPD will often display signs of Anxiety (caused by lack of skills/training) and Frustration (caused by a lack of adequate resource) with the new systems or ways of working. To avoid these two issues, we provide robust staff development courses and workshops which are constructed following the key principles of Andragogy (Adult learning) and can be delivered within your school at times and places which suit your staff best. Rather than charging ‘per head’ our courses are only charged based on the amount of time they take to plan and deliver – which means multiple schools and colleges can ‘club together’ to all attend one CPD session and then split the cost between them. Because we offer CPD workshops for every service we offer, the list of courses and workshops is quite extensive and so can be accessed as a separate document via our website:

Web address: https://goo.gl/di0ka3


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Services


20 Electronic

visitor’s book

A digital signing in and out system for visitors to complete before they enter and leave your premises. This service will provide your school with an iPad loaded with the visitor’s book software, all preconfigured and ready to work within your school. If you already have a spare iPad then we will work with you to see if it can be repurposed for use as a visitors book, thus saving you the expense of purchasing a new device.

It can replace your paper based visitor’s book at main reception and the late book which you may ask pupils to sign in if they arrive late to school. In the event of an emergency, the system enables your school to know precisely which staff, visitors and pupils are on site.

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Services

Teaching & Learning Services

These services are designed to support and enhance integration of technology into every facet of your teaching and learning provision, in a

pedagogically sound way.


21

Hosting of a Virtual Learning

Environment (VLE) for your teachers and pupils to use

Installation of the latest stable version of Moodle on Shropshire Council Servers. This service includes:

Standard Moodle installation with an agreed timescale of rolling out patches so as not to impact on your teaching and learning.

A daily schedule of all of your Moodle data.

Telephone and remote desktop technical and pedagogical support in using the VLE, accessed via our helpdesk.

Please note: This service does not include the installation of ‘non-standard’ plugins. CPD is not included as part of this service, please see our separate CPD catalogue for all of the CPD which is available via our website.

A virtual learning environment is basically a website where educators can make teaching and learning resources available to pupils so they can access their learning on any internet enabled platform, from anywhere in the world. Irrespective of where your education takes place – in the classroom, completely online or a mix of both – the way in which people learn and interact with one another is evolving. Whether you wish to share your lesson materials with pupils, or monitor and assess their progress, the VLE platform we advocate is a tried, tested and trusted e-learning solution for education, used successfully in thousands of schools, colleges and universities all over the world. We can provide your school with a VLE that provides your pupils with a learning environment which is fun, innovative and filled with purpose, to develop their understanding, and which enables them to submit assignments from home, on their mobile devices, as well as in class. Not only can we provide you with a hassle free system that ‘just works’, we can also teach you how to integrate the use of the system into your teaching and learning practice in a pedagogically sound way.


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Services


22

Dedicated Educational

Desktop

• An initial audit of the desktop and laptop computers used by teachers and pupils.

• A report outlining what (if any) upgrades/hardware replacements are required to run all of the zero cost software provided with the Dedicated Educational Desktop.

• Machines which meet the minimum requirements are then given a special educational desktop environment which comes pre-installed with over 80 zero cost educational apps which can be used to enhance teaching and learning both inside and outside of the classroom.

• A full list of software can be found via our website.

This will remove the financial barrier which can prevent some staff and pupils from using software outside of the classroom environment. It replaces traditional ‘paid for’ software with high quality alternatives that allow for the same pedagogical outcomes. In many cases the zero cost software is web based and/or works on a wide variety of hardware, thus enabling a pupil who had a low cost tablet or computer at home to still engage and experiment with the software if they want to. Comprehensive, onsite and online staff development is available for every piece of software we advocate. Please refer to our #22 ICT CPD for educators (below) for more information on this. Please note: We are constantly reviewing the software provided and will update the software which comes preinstalled on an annual basis based on teacher feedback. Updates and patches to software will be carried out at a time and date which is agreed upon with yourselves.


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Services


23

ICT CPD for Educators

In our experience, many

educational establishments’ ICT aspirations fail because they do not provide adequate staff development and support for the technology they wish to introduce. We can often tell when this is the case as staff who have not been provided with robust CPD will often display signs of Anxiety (caused by lack of skills/training) and Frustration (caused by a lack of adequate resource) with the new systems or ways of working. To avoid these two issues, we provide robust staff development courses and workshops which are constructed following the key principles of Andragogy (Adult learning) and can be delivered within your organisation at times and places which suit your staff best. Rather than charging ‘per head’ our courses are only charged based on the amount of time they take to plan and deliver – which means that schools can ‘club together’ to all attend one CPD session and then split the cost between them. Because we offer CPD workshops for every service we offer, the list of courses and workshops is quite extensive and so can be accessed as a separate document via our website: https://goo.gl/di0ka3


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Services


24

Computing Curriculum

Health check

Consultation and support in creating and implementing a strategy for the successful delivery of an holistic Computing curriculum in a way which supports the delivery & learning outcomes of your other national curriculum subjects. This service includes:

Initial onsite consultation to determine how the computing curriculum is being delivered within your school now and agree ways in which it might be delivered in the future.

Identification and signposting of free tools and resources which can be used in school and at home to support the delivery of the computing curriculum.

Recommendation of staff CPD sessions and activities that will provide your educators with the confidence and competencies required to implement your Computing Scheme of Work.


This service will provide a review of your existing Computing curriculum delivery and enable you to identify low or zero cost ways in which it can be further expanded upon and taught ‘holistically’ as part of your other national curriculum subjects.


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Services


25

E-Learning Strategy

Consultation & Support

Consultation and support in creating and implementing a strategy for the successful integration of technology into the teaching and learning practices within your school. This service includes:

• Initial onsite consultation to determine how you want your teaching staff to be using technology to support and enhance learning of all/any national curriculum subject(s) inside and outside of the classroom.

• Initial E-learning health check to determine what position your school is currently in to achieve your e-learning goals & a follow up report detailing what work still needs to be done.

• Creation of a 12-month strategy and action plan which dovetails into your existing teaching and learning strategy.

• Onsite termly reviews to monitor progress, identify milestones reached and outline targets for the forthcoming term.

• Recommendation of staff CPD sessions and activities that will provide them with the confidence and competencies required to implement your strategy.


This service will provide a review of the confidence and competence levels of your staff in making use of IT to support their everyday teaching and learning practices. It will provide you with a robust e-learning strategy and action plan with SMART targets, to enable your organisation to further develop the integration of technology into the learning culture of your organisation.


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Services


26

Ofsted inspection

preparation and support

This provides an enhanced level of support for your staff and all of the other services which you have taken out with us in the days leading up to and during an Ofsted inspection. It ensures that, should your school be notified of an Ofsted inspection you will automatically be given up to two days of additional, prioritised, onsite support to enable us to ensure that your ICT services are functioning in exactly the way you need them to be to facilitate a successful inspection. Please note: We require at least one working days’ notice prior to your Ofsted inspection taking place to arrange for onsite support. Therefore, as soon as you receive notification from Ofsted that an inspection is going to happen, you need to let us know right away

This service is designed to give you peace of mind that your ICT infrastructure is running as smoothly as possible prior to an Ofsted inspection. This is especially important for teachers who are going to be observed that wish to integrate the use of technology into their observed session.

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Services

Communication Services


27

Digital Communications

Strategy Consultation &

Support

In our experience schools usually have three main types of communication (shown on the right) and each will achieve this in a variety of different ways. If you feel that your school needs some help and support in further developing or enhancing the way in which it communicates with different groups of people, then we can help you with this. This service includes:

Initial onsite consultation to determine what information you need to communicate with different stakeholders and how often you need to communicate it.

Initial digital communications health check to determine what position your school is currently in to achieve your digital communications goals & a follow up report detailing what work still needs to be done.

Creation of a 12 month communications strategy and action plan.

Recommendation of staff CPD sessions and activities that will provide them with the confidence and competencies required to implement your strategy.


Internal

communication

between teams

External communication with

the outside world

Internal

communications

within teams



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