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Traded services

ICT and information management

1. What is the purpose of this document?
   1. The purpose of this document is to:
      1. describe the support services that Calderdale Children and Young People's Services offer to schools;
      2. provide information about the service providers and how the key personnel can be contacted;
      3. explain, in outline, the main terms of the services;
      4. give details of the services provided;
      5. identify the ways by which the service will be provided;
      6. identify levels of service provision;
      7. describe service provider obligations and commitments;
      8. establish customer commitments;
      9. describe quality assurance systems and procedures for redress if things go wrong;
      10. describe the basis on which the service price is calculated and the method of payment.
   2. This document also ensures that both the provider and user are clear about the services to be offered and the ways the services will be delivered. This will help regulate the dealings between the user and the provider by setting out respective obligations relating to performance and payment for the services.
2. Who are the service providers?
   1. The service provider is Calderdale Metropolitan Borough Council, Children and Young People's Services, Performance Support and ICT.
   2. The services are provided to all schools within the Metropolitan Borough of Calderdale.
   3. If you have any questions about these services or would like further information, please contact:
      • Name
      • Pam Plant, Principal Officer, Performance Support and ICT
      • Address
      • Children and Young People's Services
        Northgate House
        Northgate
        Halifax HX1 1UN
      • E-mail
      • pam.plant@calderdale.gov.uk
      • Telephone
      • 01422 392569
      • Fax
      • 01422 392515
3. Service Standards
   1. All core and traded services have agreed to the following principles to ensure that the customer receives a consistently high level of service. This service will:
      1. set standards;
      2. be open and provide full information;
      3. consult and involve;
      4. encourage access and the promotion of choice;
      5. treat all fairly;
      6. put things right when they go wrong;
      7. use resources effectively;
      8. innovate and improve;
      9. work with other providers;
      10. provide user satisfaction.
   2. The following paragraphs explain our service standards and what we are doing to improve them.
      1. Quality awards
         Children and Young People's Services has achieved a recognised quality award of IIP (Investors in People).
      2. Education expertise
         Eighty-nine per cent of the Management Information Team have more than three years' experience of working for a local education authority. This ranges from three to 34 years. A third of the team have worked for other local authorities, adding to their range of experience and expertise. Two-thirds of the ICT team have a minimum of two years' experience in education. Seventy-five per cent have also worked either in ICT or in customer care in the private sector, adding to their range of experience and expertise.
      3. Qualified staff
         Staff qualifications include:
         • 61 per cent of the MIT are graduates in various disciplines;
         • 100 per cent of the MIT have other qualifications specifically related to their post, including a PRINCE2 certified practitioner;
         • 100 per cent of the front-line staff in the ICT support team have a professional ICT qualification; the majority either have or are working towards Microsoft Certified Systems Engineer (MSCE) or IT related degree;
         • All ICT team leaders and ICT helpdesk technicians have achieved Foundation Certificate in IT service management;
         • 100 per cent of SIMS trainers have gained national accreditation for IT Training;
         • All officers attend national training and technology skills refresh events that keep them informed of current developments in their specialist areas;
         • All members of Performance Support and ICT Services are subject to a performance management process which involves the planning and monitoring of their work, continuous training and development and an annual performance appraisal.
      4. Secure identification, CRB checks
         There is an identity card system in place that is operational at all times when on school premises or other centres where work is being carried out. All Performance Support and ICT Services staff undergo a Criminal Records Bureau disclosure screening.
      5. Responsiveness
         For general enquiries Performance Support and ICT Services will endeavour to reply to your contact within the following time scales:
         • telephone: 48 hours
         • letter, fax or e-mail: ten working days
         For ICT support the following response standards apply to Gold, Silver, and Platinum subscription services:

         ICT Support Response Standards Summary
         Priority Level	Definition of Problem	Frequency with with the school will be updated on progress
         1. Critical (expected to apply to less than 5% of incidents)	A key service is not available to multiple users, and is having a major business impact. Problem is stopping a lot of people from working. Problem is affecting more than one school. A major infrastructure failure (for example, loss of central service, all communication to a site, or site services). The problem may have been overcome, but there is a high risk of recurrence and impact. Will receive immediate attention from anyone who is assigned to the problem. Ranks highest and above all other ICT Support Team activity.	Daily, while unresolved
         2. High (expected to apply to less than 15% of incidents)	Service failure affecting one or more users in a school, though not widespread, where there is no adequate workaround, or which has the potential to cause major business impact if not resolved. Will receive attention within 1 working day.	Upon receipt After initial assessment Then every two days
         3. Medium (expected to apply to approx. 60% of incidents)	User problem where the work process is affected, but not enough to prevent it. Will receive attention within 2 working days.	Upon receipt After initial assessment Then weekly
         4. Low (expected to apply to approx. 20% of incidents)	Low impact - more of an irritation or a simple request. Will receive attention within 5 working days.	Upon receipt. After initial assessment. Then monthly.
         5. Hold	Where problems may be posted (with approval of the Help Desk) when they are deemed to have been overcome, but a period of time is required for confirmation; where no active work is to be done for the foreseeable future; or the problem is referred to a third party (for example, under warranty).	Monitored monthly, and reported as and when required by the Help Desk.
         6. Waiting for school	Problems returned to school for action.	Monitored monthly, and reported as and when required by the Help Desk.

         One working day is defined to be between the hours of 8.30  am to 5.00 pm Monday to Friday, or from the time the case was raised until the same time the next working day.
      6. Courtesy
         Schools can expect to receive a courteous and professional response at all times from Performance Support and ICT Services. Performance Support and ICT Services will comply with all security and internal policies or procedures whilst on the school premises. Schools can expect to receive effective and professional advice from the service. However, the resolution of many ICT issues can be subject to differing professional opinions and interpretations, while still all being technically correct. If in doubt schools are encouraged to request service managers to provide another opinion or ask for clarification.
      7. Properly equipped
         The service will ensure that it continues to keep abreast of current national and local government initiatives and requirements. The service will ensure that it continues to keep abreast of developments, and skills refresh and retain its expertise in schools management information software. When carrying out on-site support the school can expect ICT support staff to be appropriately equipped for the requirements of the job. The service will ensure that internal management systems are consistent with industry standards.
      8. Meets all statutory requirements
         • The services will continue to fulfil their role in achieving Government IMS targets on behalf of schools and the Directorate.
         • The ICT Team will continue to support schools to meet Government 'ICT in Schools' targets.
         • The Management Information Team will continue to fulfil their role in submitting timely, accurate, validated statutory returns to the Government on behalf of schools and the Directorate.
      9. Fully insured
         The service has public liability insurance.
4. Performance
   1. The following section shows our level of performance and how we have improved over time.
   2. ICT performance indicators:
      • percentage of faults and enquiries logged by schools which are dealt with within two weeks: 93%
      • average number of cases dealt with per month: 462
      • percentage of ICT Service Desk calls answered within seven seconds: 97%
   3. In the most recent Audit Commission survey of the views of Calderdale schools:
      • 55% rated our strategy for managing information and data as good or very good, 90% satisfactory or above.
      • 50% felt the quality of our support for ICT in school administration was good or very good, 88% satisfactory or above.
      • 71% rated our support to improve the effectiveness and reliability of our ICT systems as satisfactory or above, only slightly below the national average.
      • 55% felt the quality of the Education Website as a source of information was good or very good, 79% satisfactory or above.
5. How long will a contract for this service last?
   1. The terms of this service will be reviewed on an annual basis and the service will be provided under the following terms for the next financial year.
   2. From 1 April, the service contract will operate on an annual rolling basis unless either party gives notice to terminate the agreement in accordance with the Period of Notice set out in 5.3.
   3. To terminate the agreement at any point after 1 April, either party must give the other at least one term's notice, in writing, to terminate the service at the end of that financial year.
   4. From 1 April, schools wishing to contract for services for the first time, or wishing to change the level of their existing contract, must be willing to commit to the new contract for an initial period of three years.
6. How can the contract for this service be changed?
   1. The terms and conditions relating to service provision are kept under review. As respective obligations relating to performance and entitlement change, particular attention will be paid to the relationship between the core funded services provided by the Council, and payment for optional additional services.
7. What services will be provided?
   1. The service provider is committed to enabling schools to make effective use of their management systems to support school improvement. It provides a range of professional services to enable schools to make maximum use of their Information and Communications Technology (ICT) to achieve this objective. The provider is also committed to enabling schools to access holistic ICT support for both management and curriculum networks, enabling schools to join the Yorkshire and Humber Grid for Learning and National Education Network.
   2. The services will consist of the core ICT Support and Management Information services that are provided without charge (the Core Service) and optional levels of traded services. The chargeable services will take the form of a subscription and/or a pay-as-you-use service. Either or both can be taken.
   3. Quick guide to services:
      1. Service Levels

         Relative Cost	Primary Schools	Primary Schools formerly Grant Maintained	Secondary Schools	Secondary Schools formerly Grant Maintained
         Available at no additional cost	Core	Core	Core Silver	Core
         Available at additional cost	Gold Platinum Platinum+	Gold Platinum Platinum+	Platinum	Silver Platinum
         	Pay as you use services Bespoke services Capita top up subscription service Special projects
         	Software products supported by the service teams

      2. Service Inclusions and Exclusions (Primary Schools):

         Service	Core	Gold	Platinum	Platinum+
         Generic information management advice common to all schools	Y	Y	Y	Y
         Piloting new information management initiatives	Y	Y	Y	Y
         Maintenance of information for the learning community on the Council web site	Y	Y	Y	Y
         Pupil Data: Electronic Transfer
         Bulk transfer: school to local authority	Y	Y	Y	Y
         Support for use of secure web sites for the transfer of pupil data	Y	Y	Y	Y
         Pupil Data: Collection, Validation, Analysis
         Generic written advice on quality and collection	Y	Y	Y	Y
         Support for production of school census	O	O	Y	Y
         Support for electronic collection of KS data	O	O	O	O
         Validation of individual school's data	Y	Y	Y	Y
         Supply of statutory data to DCSF	Y	Y	Y	Y
         Planning and consultancy for production of returns	Y	Y	Y	Y
         Analysis of KS data	O	O	O	O
         SIMS: Support on use of software
         Contribution to software licences	N	Y	Y	Y
         Version 7/.NET modules	N	Y	Y	Y
         Top-up support from CapitaES	O	O	O	O
         Initial ICT advice common to all schools	Y	Y	Y	Y
         Piloting new ICT initiatives	Y	Y	Y	Y
         ICT Helpdesk
         Call routing	Y	Y	Y	Y
         Fault logging and general queries	Y	Y	Y	Y
         Virus Protection
         Advice	Y	Y	Y	Y
         Software installation and configuration	N	B	Y	Y
         Antivirus and operating system software: Automated updates throughout the whole school (subject to site survey)	N	O/B	Y	Y
         Recovery from virus infection (best endeavours)	N	O/B	Y	Y
         Yorkshire and Humber Grid for Learning (YHGFL)
         Planning and Procurement	Y	Y	Y	Y
         Assistance with Initial Implementation	Y	Y	Y	Y
         SIMS: Technical Support
         Version 7/.NET modules	N	Y	Y	Y
         Conversion of FMS to MSSQL	N	Y	Y	Y
         Supply of CDs	O	O	O	O
         On-Site upgrades and installations	N	Y	Y	Y
         Remote upgrades and installations	N	B	B	B
         Access to SIMS from up to 10 PCs	N	Y	Y	Y
         Access to SIMS from more than 10 PCs	N	O	Y	Y
         Administration Network
         Hardware support	N	Y	Y	Y
         Maintenance of simple peer-to-peer networks	N	Y	Y	Y
         Support of administration server	N	Y	Y	Y
         Support for Internet access	N	S	S	S
         Support for e-mail (excludes MS Exchange)	N	S	S	S
         Procurement of hardware and desktop software for the administration network	N	Y	Y	Y
         Whole School Network
         Hardware and network support	N	N	Y	Y
         Maintenance of one 'whole school' server	N	N	Y	Y
         Maintenance of one administration server and one curriculum server	N	N	Y	Y
         Support for Internet access	N	B	S	S
         Installation of curriculum software	N	N	Y	Y
         Automation of curriculum software installation (where software allows)	N	N	Y	Y
         Ordering hardware and desktop software	N	N	Y	Y
         Network consultancy services - evaluation of school requirements and supplier proposals	N	N	Y	Y

      Y - included;
      N - not included;
      O - optional extra;
      B - YHGFL schools only;
      O/B - optional extra for YHGFL schools only;
      S - supported software/services only.
      
   4. Traded ICT and Management Information Services available to primary schools.
      • Gold Service (support for administration networks in primary schools, including both technical support for SIMS and support on how to use current modules)
        This level of service is available at additional cost.
        Available to all maintained primary schools in Calderdale.
        Recommended for:
        • primary schools which require user support for the operation of SIMS at the most cost-effective rate;
        • primary schools who do not obtain on-site support for SIMS from CapitaES;
        • primary schools requiring pre-determined response times.
        Service standards: Pre-determined response times.
        Services include Core services plus:
        • Provision of an ICT Service Desk for:
          • General telephone advice and assistance
          • Handling all support contracts
          • Logging and processing faults
          • Providing progress information on faults
          • Receiving any complaints and resolving or referring to relevant partner organisation helpdesks
          • Providing a single point of contact
          • Managing a database of school contacts and fault management
          • Providing reports detailing faults handled.
        • Contribution towards SIMS software licenses
        • Support for how to use the following SIMS.NET core modules
          • STAR 7
          • SEN 7
          • Reporting 7
          • Personnel 5 for a limited period only, 7 when released
          • System Manager
          • Assessment Manager 7
          • Profiles 7.
        • Support for how to use SIMS SQL modules:
          • Assessment Manager 6 suite
          • Attendance 7
          • Dinner Money (subject to separate annual CapitaES).
        • SIMS software (includes FMS) technical support for a maximum of 10 PCs or laptops throughout the school, subject to equipment specification.
        • Maintenance of SIMS.net and FMS databases.
        • Installation of SIMS software, upgrades and patches (apart from beta test software).
        • Support for the management and administration network, including the administration server, network devices, network printers, and all PCs or laptops on the administration network.
        • Internet access provided by YHGfL (support for issues where source is found to be outside YHGfL is on a best endeavours basis).
        • Email support where system used is a supported product (excludes MS Exchange).
        • Support with recovery from virus infection on the administration network.
        • Organisation and assistance with the procurement of hardware, hardware components and software relating to management and administration systems eg PCs.
        • Best endeavours to assist with the set up of leasing agreements, but no responsibility can be taken for financial or other loss incurred by the school.
        • Where the school suffers loss or other incident to the main SIMS PC which renders it unusable, a loan PC will be made available until the machine is replaced.
        • Option to apply to take part in piloting new SIMS modules.
        • Remote support capability for relevant problems (eg for SIMS, so that we can more effectively assist with your queries).
        • Brokering of bespoke SIMS training by external agencies.
        • Collection of Electron Key Stage results from Assessment Manager.
        Optional extras:
        • installation of MS SQL servers.
      • Platinum Service - primary schools
        This level of service provide seamless whole school support for both administration and curriculum networks in primary schools and as such, aims to be a 'one-stop-shop' in meeting most of schools ICT support needs on a reactive basis. This level of service will take ownership of all reported problems and issues and drive them forward to a mutually satisfactory resolution. It is available at additional cost. Proactive advisory services are included to help schools minimise risk and maintain a secure, robust system.
        Available to all maintained primary schools in Calderdale.
        Recommended for:
        • Primary schools likely to make extensive use of the service because they make significant or advanced use of ICT;
        • Primary schools that wish to receive 'holistic' support for ICT across the whole school network (admin and curriculum);
        • Primary schools wishing to have all elements of an ICT service provided and/or managed on their behalf, with one point of contact;
        • Primary schools requiring pre-determined response times.
        Service Standards: Predetermined response times.
        Services include Core and Gold plus:
        • telephone and remote support for the termly school census (excludes training);
        • support provided for the curriculum networks, including the curriculum server, network devices and network printers.
        • support for all curriculum desktop and laptop PCs.
        • installation and technical support for curriculum software on a best endeavours basis. Please note that some software is not robust enough to install on all types of networks;
        • installation of peripherals eg scanners, cameras etc;
        • organisation and assistance with the procurement of hardware, hardware components, and software - relating to curriculum systems eg PCs;
        • network consultancy services, including evaluation of school requirements and supplier proposals;
        • installation projects can be included, subject to size. Discussions and agreements on a project-by-project basis.
        • management of contractors engaged on network installations;
        • implementation of an antivirus strategy including automated updates throughout the school (subject to site survey), and best endeavours to assist the school to recover from virus infections;
        • implementation of a back-up strategy;
        • provision of warranty expiration information (when purchased via ICT Support);
        • advice on disposal of obsolete equipment.

        Specific exclusions (applies to both Gold and Platinum):

        • support of ICT equipment out of warranty;
        • installations involving new or replacement servers;
        • network and electrical cabling;
        • training and on-site visits for the termly school census;
        • equipment which is not of a reasonable standard, that is equipment which is not of a standard specification or has an operating system intended for home rather than business use, for example Windows 98, ME;
        • equipment not included on an appropriate maintenance contract;
        • the consequences of inappropriate system security procedures allowing unauthorized access to operating systems applications or files;
        • recovery from any circumstance caused by school staff carrying out technical configuration/fixes for which they do not have the appropriate training;
        • the consequences of the loss of data arising from the absence of up-to-date backups;
        • Non-Microsoft network operating systems;
        • Operating system downgrades.
        Optional extras: (individual charge)
        • installation of servers;
        • ICT development planning;
        • consultancy services in respect of new schools in the planning and construction stages.
      • Platinum Service - primary schools
        As network installations in larger primary schools become larger and more sophisticated they require an extra level of maintenance and support on a proactive basis. This level of subscription service provides network management and development services over and above those included in Platinum. It is designed to help schools minimise risk and disruption and maintain a secure, robust system. Regular visits will be made to schools to help prevent problems arising rather than waiting for them to be reported. Drop-in workshops at the school to provide training on how to use the network facilities can also be provided where time permits.
        Available to all maintained primary schools in Calderdale.
        Recommended for:
        • primary schools with large ICT installations which do not have trained and qualified network managers;
        • primary schools that make extensive use of the Internet and therefore need higher levels of security against increasing threats from virus writers and hackers;
        • primary schools where school staff want to know more about how to use the network;
        • primary schools which are planning to replace a server;
        • primary schools who wish to implement whole school systems for effective information management.

        Service Standards: predetermined response times, and termly or twice-termly visits for proactive maintenance.
        Services include Core, Gold and Platinum services, plus:

        • the equivalent of one day on site per term to carry out preventative maintenance or provide user support on a drop in basis;
        • the equivalent of ½ day visit to discuss the school management use of SIMS;
        • tests of network health, including confirmation that automated virus protection measures are being successfully applied, and that no spyware is present on the network;
        • rectification of network health problems caused by the above;
        • checks to ensure that the entries for the resources on the network (such as printers and other peripherals) are up to date and rectification where necessary;
        • ensuring the backup system is robust;
        • management of user accounts on the network including creating the new year intake, 'promoting' one year group to the next;
        • should the school find themselves in a position of having to recover from a major system disaster brought about by any other factor, help with all aspects of the recovery including server rebuild if necessary;
        • installation of a server and setup of services such as automatic backup and Microsoft Active Directory to manage resources on the network;
        • connection of laptops to whiteboards;
        • support with the management of any ICT contractors, including cabling, whiteboard maintenance, web development contractors;
        • management of all user account passwords (resets, keeping secure records etc) - subject to school requirements;
        • support for strategic planning;
        • support and assistance with asset management.
8. Traded ICT and Management Information Services available to secondary schools.
   1. Silver Service (technical support for SIMS in secondary schools):
      This level of service is provided at no additional cost to all maintained secondary schools in Calderdale with the exception of former grant maintained schools, to whom it is are available at additional cost.
      Available to all maintained secondary schools in Calderdale.
      Recommended for:
      • secondary schools that would prefer to obtain their SIMS licence through the Local Authority;
      • secondary schools that are largely self-sufficient.
      Service Standards: predetermined response times
      Services include Core services plus:
      • a contribution towards SIMS licenses;
      • technical support for SIMS.NET software errors on the school server;
      • telephone advice on SIMS technical problems on the PC (client).
      Optional extras: (annual charge)
      • top-up services from CapitaES.
   2. Platinum Service - Secondary Schools.
      This services provides 'third-line' top up support from the local authority for the schools own ICT staff. It includes a contribution to SIMS software annual maintenance, technical support for SIMS software errors on the school server, SIMS software upgrades and installations on the server, and back-up user support for specific SIMS modules. It is recommended for:
      • secondary schools whose ICT staff would like to take advantage of a top-up advisory and support service;
      • secondary schools who receive telephone support for SIMS from CapitaES, but would like back-up help and on-site support for SIMS at the most cost-effective rate.
      Service standards: predetermined response times.
      Services include Core and Silver service plus:
      • support for the termly school census (excludes training);
      • special advice line for ICT staff in schools;
      • on-site advice on SIMS to the equivalent of one day per year;
      • back-up user support for how to use the following SIMS.NET core modules:
        • STAR 7
        • SEN 7
        • Reporting 7
        • Personnel 7
        • Assessment Manager 7
        • Profiles 7
        • System Manager
      • back-up user support for SIMS SQL modules:
        • Attendance 7
        • Exams Organiser
      • Installation of SIMS software, upgrades, enhancements and patches (apart from beta test software);
      • Technical support for the conversion of FMS to an MS SQL version (unless you convert to SQL you may not be able to produce some statutory reports in the future);
      • piloting new technologies of benefit to schools;
      • network consultancy services, including evaluation of school requirements and supplier proposals (equivalent of one day);
      • reduction in price of the support package for broadband connections.
      Notes
      1. Former Grant Maintained schools receive delegated funding to enable them to purchase this type of service.
      2. Please note that single-site schools returning to the Local Authority umbrella licence are required by CapitaES to pay a one-off parity payment, in order to be licensed to use all SIMS system areas.
      3. See section 7.6.3.
      4. See section 3.2.5.
      5. See section 7.6.3.
9. Traded ICT and Management Information Services available to all schools
   1. Special Services
      These services are available at additional cost.
      Available to Calderdale schools in challenging circumstances.
      Recommended for:
      • schools experiencing difficulty fulfilling their statutory duties, for example school census;
      • schools targeted for extra support who do not subscribe to Platinum services.
      Service Standards: No predetermined response times.
      Services include:
      • Management Information Services and ICT services required by schools experiencing difficulty fulfilling their statutory duties, for example school census;
      • Consultancy services to advise on best value in infrastructure procurement, implementation and maintenance.
   2. Pay-as-you-use Services
      These services are available at additional cost. Available to all maintained schools in Calderdale.
      Recommended for schools requiring optional extra services on a one-off basis.
      Service standards: no predetermined response times.
      ICT Services include:
      • Support for ICT development planning;
      • Consultancy: network evaluation, network design, hardware evaluation, specification of hardware requirements, sourcing equipment and supplies, evaluation of supplier proposals;
      • Procurement / ordering of ICT equipment;
      • Best endeavours to assist with the set up of leasing agreements, but no responsibility can be taken for financial or other loss incurred by the school;
      • Installation and configuration of software and hardware: servers, desktop and laptop PCs, network devices, peripherals;
      • Disaster recovery, including recovery from virus infections;
      • Assistance with recruitment of IT support staff in schools in relation to BECTA ICT competences;
      • Support for the use of Virtual Learning Environment software.
      • Special projects management;
      • ICT technical forum;
      • Support for YHGFL projects, eg video conferencing, wikis, podcasting, Loc8.

      SIMS user support services include:

      • Bespoke training - user defined and delivered on site;
      • Bespoke SIMS support / consultancy to enable you to maximise your use of the software for school improvement and workforce reform;
      • SIMS training courses (published termly);
      • SIMS Dinner Money module - procurement and support;
      • SIMS Dinner Money module training and support;
      • Assistance with recruitment of administrative staff in schools in relation to BECTA/DCSF Information Management Strategy (IMS) competences;
      • Special projects management.

      Pupil Data Services include:

      • Support for the return of school census and other returns;
      • Key Stage data analysis;
      • Bespoke data analyses;
      • Key Stage analysis booklets;
      • Key Stage results spreadsheets;
      • Key Stage results - missing results service;
      • Bespoke, fully automated data transfer to schools;
      • Special projects;
      • Core pupil data recovery for SIMS.

      Information Management services include:

      • Advice and guidance to individual schools on legislation and good practice in information processing, for example Freedom of Information and Data Protection Acts.
   3. Capita SIMS Top-Up Subscription Service
      This service is available on payment of an annual subscription.
      Available from CapitaES to all maintained schools in Calderdale. They are brokered by the Local Authority and offered on a subscription basis at CapitaES prices.
      Recommended for:
      • Secondary schools requiring user support from the Capita Help Desk for SIMS modules which the Local Authority either cannot provide on a cost effective basis, or cannot guarantee to provide sufficiently quickly to meet school requirements.
      Service standards: CapitaES standards.
      Services include:

      Capita SIMS Top-Up Subscription Service Prices 2008/09
      Support	Primary	Secondary
      Complete SIMS Help Desk Support	£850	£1090
      Individual modules
      SIMS Core Modules support	£375	£550
      SIMS Examinations module	£ -	£300
      SIMS Assessment Suite support	£375	£550
      SIMS Timetable Suite support	£ -	£550
      SIMS Resources Software support	£375	£550
      SIMS Timetable & Exams Suite support	£ -	£790

   4. Special Projects
      Although every endeavour is made to include all services in this specification, Government departments often require special project work from both schools and the Local Authority. Recent examples include School Census and the Learning Platform initiatives. These special projects often lead to a further training and/or support charge to schools. Under these circumstances Performance Support and ICT Services will strive to communicate these requirements and prices to schools as soon as possible.
10. Software supported:
    

    Summary of Supported Software
    Type of Software	Product	Technical Support?	Use/Operation of the application?
    School Management Software	SIMS	All modules	Yes, for modules listed in 7.4.1 for primaries, and 7.5.2 for secondaries. Top-up support available from Capita. Support for finance modules available from LRM team.
    Operating System	Standalone PCs or workstations: Windows 2000 or XP	Yes	No
    	Apple OSX	Best endeavours	No
    	Network: Current versions of Windows NT, 2000 or 2003	Yes	No
    Desktop applications	Microsoft Office family of products	Yes	No
    Internet and regional intranet access	ISP services through the YHGFL	Yes	No
    Antivirus software	Sophos F-secure	Yes	No
    Back-up software	Symantec / Veritas backup exec	Yes, to an industry standard implementation using tape drive	No
    Learning platforms	NetMedia Frog SIMS Learning Gateway	Yes, where provided (available via third party contact)	On a pilot basis
    Curriculum software	Curriculum software which was designed for the operating system on which it is being installed and run	Yes	No
    	Any other curriculum software	Best endeavours	No

    
    Notes
    1. Please note that technical staff cannot be expected to have detailed or specialist knowledge of all the application software found in schools and colleges today. However, they will always attempt to resolve issues concerning these products, but on a 'best endeavours' basis.

• How will the service be provided?
  1. Services are provided by qualified and experienced staff. The service provider will ensure that the qualifications, expertise and training of staff providing support to schools are consistent with the work being undertaken. The service provider will respect the confidentiality of its relationship and dealings with schools and will operate within the relevant security laws.
  2. Significant elements of the services are largely reactive and target response times are detailed for these in section 3.2.5. The actual response time will depend in part on the level of service selected, the level of demand at the time and complexity of the requirement.
  3. Some of the services provided are dependent on third party providers (such as CapitaES). Every effort will be made to monitor whether the third party conforms to acceptable service standards, and to exert pressure upon them when service falls below such levels.
• What do the suppliers expect of me as a customer?
  1. Officers will act in accordance with the Code of Practice for Local Authority and School Relations. It is expected that governors, headteachers and school staff will be familiar with the Code and understand the duties and responsibilities placed upon the officers.
  2. Schools will be expected to ensure that advice supplied by the service provider in respect of upgrades to crucial ICT equipment is followed, in order to avoid a problem becoming critical.
  3. The school is responsible for any costs associated with the ongoing purchase of all hardware and software.
  4. In situations where equipment is deemed to be under-specified for the purposes of running SIMS, desktop or curriculum software, then the service would be limited to advice on what hardware would be required to rectify this situation.
  5. In order to provide the best possible service, the provider may request details and serial numbers of supported hardware. Schools will be expected to either supply details, or enable the data to be collected by ICT staff. Should schools who opt for Platinum services significantly increase the number of PCs in the school during the year they are expected to notify the service provider. The service provider reserves the right to make an additional charge.
  6. Where an on-site support visit is required, this will be made at a time agreed with the school and consistent with the priority of the problem, see section 3.2.5 for details of how priorities are determined. The school is responsible for ensuring all relevant information about the fault or service required is made known at the time this appointment is made. Should this not be provided by the school, the provider reserves the right to rearrange the service, or any element thereof.
  7. Where the service provider keeps a prearranged appointment and is turned away by the school, that call-out fee will be chargeable.
  8. It is the school's responsibility to ensure that their staff have received adequate initial training in the operation of SIMS, and that they receive training to keep their skills up to date.
  9. Guidance notes will be issued on specific SIMS-related tasks where necessary, but the school will be expected to have fully acquainted themselves with the instructions contained in the online manual and application help.
  10. Schools will be expected to have taken out a third party hardware maintenance contract on their servers and other critical network equipment to cover the eventuality of hardware failure.
  11. Schools will be expected to carry out appropriate backups of their data and updates of antivirus software.
  12. It is the responsibility of schools to ensure that any ICT procurement complies with Council Contracts Procedure Rules.
• How can I be sure of a high quality service?
  1. This service is provided by qualified and experienced staff. The provider will ensure that the qualifications, expertise and training of staff are consistent with the service being provided.
  2. The provider will aspire to obtain accreditation for the service by appropriate bodies. ICT trainers have achieved national accreditation for IT training from the Institute of IT trainers.
  3. The school will be periodically asked by the service provider to provide feedback on the level of satisfaction with the service, and the results will be reported to schools.
• Who do I contact if things go wrong?
  1. Any concerns or complaints about the level or quality of service should firstly be made to the officer concerned or to the ICT Service Desk. If the issue is not resolved to your satisfaction you should contact the following:
  2. For ICT issues, and for management information and SIMS user support issues you should contact:
     • Name
     • Pam Plant, Principal Officer, Performance Support and ICT
     • Address
     • Children and Young People's Services
       Northgate House
       Northgate
       Halifax HX1 1UN
     • E-mail
     • pam.plant@calderdale.gov.uk
     • Telephone
     • 01422 392569
     • Fax
     • 01422 392515
  3. If concerns or complaints remain unresolved, they should be reported to:
     • Name
     • Sue Rumbold, Head of Commissioning and Partnerships
     • Address
     • Children and Young People's Services
       Northgate House
       Northgate
       Halifax HX1 1UN
     • E-mail
     • sue.rumbold@calderdale.gov.uk
     • Telephone
     • 01422 392527
     • Fax
     • 01422 392481
  4. If the issue still cannot be resolved, you may wish to invoke the Council's complaints procedure.
• What is the basis of the service price and what will the service cost?
  1. The basis of the service price is described in section 7. The charges for subsequent years will take account of changing costs. Where a third party provider alters their costs during the period of the contract, the service provider reserves the right to amend its charges accordingly.
  2. Prices of packages
     • To be notified.
  3. Prices of special and pay-as-you-use services
     • To be notified.
• How will I be charged?
  1. Subscriptions will be payable annually in advance. The charge will be invoiced as early as possible after 1 April.
  2. The pay-as-you-use services will be invoiced monthly. Schools should pay invoices within 28 days of the date of invoice, or raise queries with the initiator immediately.

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