Link2ICT Service Catalogue 2009/2010 Page 1 of 9 Version 2.0

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1 Link2ICT Catalogue 2009/2010 Page 1 of 9

2 Name Link2ICT, a division of Birmingham Link2ICT, the IT service provider for learning and knowledge across Birmingham City Council, deliver IT support and solutions for Schools, Children Centres, Adult and Youth s, Libraries and other Community Learning sites. Through our corporate approach we deliver joined up solutions for connectivity and contribute to a citywide e-learning and community IT strategy. On a national basis we provide advanced solutions for learner and management data for Further Education, Adult Community Learning and Youth s, and are the market leader in management of learner data for Adult Education Software. Desk and direct support for IT systems Development of ICT applications to support business needs Software development services for Management Information Systems Secure and filtered internet access for learners Disaster recovery (remote backup) service Multi-media streaming and digital content hosting , web services and security Virtual Learning Environments for personalised learning s for quality video conferencing Access to digital rich resources and the wider network for learners of all ages Provision of quality IT training ICT project management, development and implementation Consultancy services on network infrastructure and connectivity solutions including wireless working Procurement services Exploiting opportunities offered by national and International initiatives, policies and funding Website development and hosting Customers Primarily Schools, Children, Young People and Families and Adult and Communities strategic directorates of Birmingham City Council. Further Education, Adult Community Learning and Youth s nationwide, Colleges, Universities, Government departments and agencies. Support hours of cover 08:30 17:15 (Mon-Thurs) 08:30 16:15 (Fri) Excluding Public Bank Holidays Out of hours support It is recognised that there will be occasions where an out of hours support service will be required. These do vary in nature depending upon the requirements outlined for the out of hours working. Where there is a need for specific arrangement to be made, contact must be made with the Link2ICT Desk, as they will identify the requirements and if available will commission appropriate support resources. Ability to service the request would be based on reasonable endeavours. Contact Information For further information on any of the services listed below contact details are as follows: For all customer technical queries please contact the Desk on Alternatively you can servicedesk@link2ict.org. For all prices and information on any of our services please sales@link2ict.org Link2ICT Catalogue 2009/2010 Page 2 of 9

3 Name Link2ICT Desk Type Link2ICT Desk is the central point of contact for all Link2ICT customers, handling all incidents, comments and service requests. Investment in the latest automated Call Distribution Telephone System enables the Desk to monitor all incoming calls of which a target has been set for answering within the specified SLA. The Desk receives, records, tracks, monitors, coordinates, informs and manages resolution of all fault reporting calls relating to desktop, network, server and applications including the management of major incidents. Acts as the prime interface for all user enquiries on all aspects of the services irrespective of who is delivering the service. 1st Level resolution and fixes for hardware & software desktop support Installation & configuration services for desktops Management of the escalation process to 2nd, 3rd level application, technical support resolver groups Incident management Problem management including root cause analysis to reduce future incidents reporting including analysis of support performance and quality compared to the SLA Contact Information Tel: Fax: servicedesk@link2ict.org Internet Call Logging: Hours Term Time School Holidays Monday Thursday 0830hrs 1715hrs 0900hrs hrs Friday 0830hrs 1615hrs 0900hrs hrs Excluding Public Bank Holidays Out of Hours Customers can use , Assystnet or leave a voic message on These will be dealt with when the Desk is next in session. Link2ICT Catalogue 2009/2010 Page 3 of 9

4 Name Type Software Development s for Management Information Systems We have a team of innovative web and software designers who deliver robust, future proof systems based on tried and tested technology. They possess a range of complimentary skills and specialist knowledge covering Further Education funding requirements, LSC policy through to flash development, technical programming issues, design expertise in Visual Foxpro and SQL server and relational data and system design. AQUA SQL/AQUA 2000 software - is a wholly owned and developed Learner Record System for the recording of enrolment details for learners in Adult Education institutions. It produces the Individual Learner Records required for compliance with the Learning & Skills Council s stringent funding requirements and provides management information to enable providers to efficiently organise and manage their provision. The software meets Government requirements of data returns for the following funding streams: Learner Responsive (16-18 LR), Adult Learner Responsive (ALR), European Social Fund (ESF), Adult Safeguarded Learning (ASL), and Employer Responsive (ER). Used by over 70 LEA s and adult education providers, AQUA is the market leader in supplying learner management systems. Additional AQUA modules include: Attendance Module Learner Module Reporting Module (Crystal XI & Business Objects) Personnel Module AQUA Filter Course Finder MLE VLE Web ABS Web ULN Web Attendance Youth Zone is a web based Information Management System that is developed and designed for management of information, activities and services for Youth s. Associated Youth Zone modules: Module (Youth Activity) Staffing Module NYA Statistics Prospectus A web based prospectus of courses, available in your LEA, for all year old learners. Styled to match LEA look and feel Provides course and Provider Search Travel information Web Development Intranet websites Virtual Learning Environments (VLE) Managed Learning Environments (MLE) Content Management Systems Bespoke web design and build service MOODLE Development Joomla Development Hive Integration Liferay Portal development Link2ICT Catalogue 2009/2010 Page 4 of 9

5 Name , Web and Security s Type The BGfL is Birmingham s implementation of the National Grid for Learning, established in 1997 as a result of the Government s Connecting the Learning Society initiative. The BGfL is part of Birmingham s city wide WAN and provides seamless services to customers with the appropriate level of separation and security. The BGfL links all of Birmingham s schools, Adult Education, Youth Centres and Libraries to a central core, and hence to each other. The BGfL is also linked to the rest of the City Council s wide area network (WAN), and to the Internet: thus the BGfL is the Internet Provider (ISP) to all schools and centres. The BGfL is more than the physical network: it s infrastructure is complemented by a considerable extrastructure of: resources and dynamic content Video Conferencing capabilities support staff and Managers contributors Between them, they ensure the BGfL is able to discharge its key role in delivering information services coherently (in both directions) and thus underpin the wide range of learning activity across the whole City. Scope of s Hosting Filtered Internet (security) Web Hosting Virtual Learning Environment Performance Monitoring (end user) Secure FTP Sophos Anti-Virus Remote Update (security) Digital content delivery Authentication (Shibboleth) Blogging server hosting Hosting and filtered mail relay services Web Site Authoring and Management Proxy/caching Bespoke web design and build -safety guidance and policy implementation (covers internet safety, acceptable use, CCTV filtering) Policy Central is a content monitoring solution that provides a way to monitor and track what pupils are doing when using the internet. Policy Central works across all applications and virtual environments providing fast and accurate management data to enable schools to deal swiftly and effectively with any instances of misuse that occur. Link2ICT also provide a new service called Smartsurfers, which is a unique, easy to use teacher based resource for Key Stage 2. It is designed to help children master the essential skills of information searching and staying safe on the web. This online resource combines lesson plans, teacher notes, worksheets and live links that provide a focused, easy to use tool in developing critical evaluation skills and internet safety awareness amongst learners. Link2ICT Catalogue 2009/2010 Page 5 of 9

6 Name Application Support s Type Application support services offer access to the extensive skills and expertise of Link2ICT; for help implementing and running leading middleware, databases and web applications. Link2ICT help customers to design and build the right solution, integrate applications and run them efficiently. Schools Management Information Systems AQUA MIS The People s Network CRISP Online AdSum4 Software GroupCall Software AVCO File Transfer Protocol (FTP) School Management Information Systems - form the core system at school level for the recording, monitoring, planning and maintenance of all data that relates to the management of schools. Currently there are two locally supported systems used by schools: Serco Learning's Facility CMIS (85% of schools) Capita Education's SIMS (15% of schools) Link2ICT continues to investigate the possibility of providing hosted MIS solutions both of current MIS systems and new products that come to the markets. AQUA SQL/AQUA 2000 The Management Information System for Adult Education institutions - a system for the recording of enrolment details for learners. It produces the Individual Learner Records required for compliance with the Learning & Skills Council s stringent funding requirements. GroupCall - Support for GroupCall Xporter; enabling schools to make a weekly return of Pupil information. The People's Network - The People's Network is a nationwide initiative, funded by the New Opportunities Fund, which is dedicated to providing fast public Internet access in all public libraries. 450 public access terminals across the Central Library and all Community Libraries Free broadband public internet access Office software (using Sun's Star Office suite) An additional 150 PCs offering internet access Scanning CD ROMs Accessibility features (such as screen magnifiers and text-to-speech utilities) CRISP Online - Criteria for Special Provision is a system developed for the extraction and processing of pupil level data in order to both monitor and fund provision for children with Special Educational Needs. The central system is termed SENAS and is where the core processing of data and allocation of funding against a matrix of information is performed. The IPR for this process is wholly owned by BCC. SEN Audit the application also facilitates an audit of SEN data. AdSum4 Money Management - AdSum4 is a series of applications that have been designed specifically to address the everyday needs of collecting, recording and monitoring funds in schools. Link2ICT s Application Support s also include: Software User Acceptance testing working closely with Link2ICT Software Development s Data Health checks Link2ICT Catalogue 2009/2010 Page 6 of 9

7 Name Training and Consultancy Type Link2ICT provide a range of standard and bespoke training courses to meet differing needs. These can be delivered on site or at our training facilities based at Fort Dunlop or the MEC. Alternatively we can provide onsite consultancy at school premises. Training for school administrators to support them in their role ICT Skills assessment process School development, ICT Planning and consultancy (ICT Mark) Technical training for ICT Coordinators and technical staff Digital Video Creation, editing, hosting and delivery E-Safety advice and assistance on internet safety and development of usage/access Training for MIS Bespoke training for all our s Name Network s Type Via the Birmingham Grid for Learning, Link2ICT provide a network connection to the world wide web (www) for all customers. Type of connection may vary and is dependant on location and funding. This service includes: LES (10Mb 100Mb) Connectivity and management ADSL Connectivity and management from 500kbps 2mbps Proxy Caching Server Provision, management and monitoring LAN network support services configuration and management Virtual Private Networking giving external access to specific sites/devices within the BGfL Network Wireless Consultancy, specification, installation and security Link2ICT Catalogue 2009/2010 Page 7 of 9

8 Name Technician Type Link2ICT offer customers an enhanced technician service for the provision of continuous on-site support for school networks. A skilled technician would be assigned to the school and will continuously support the school for as long as required. The technician service offers not only curriculum support, but also support for Management Information Systems. The tiered level of service provided are as follows: Bronze Dedicated technician providing support for the curriculum network Minimum allocation - half day per fortnight, one year contract Silver Dedicated technician providing support for management and curriculum network Minimum allocation - half day per week, one year contract Gold (Enhanced) Incorporates the silver service with additional access to other Link2ICT s, including: procurement annual Network Health Check consultancy to assist with ICT development plan MIS consultancy advice on training requirements and carry out skills analysis Dedicated technician to provide day-to-day management of the school networks. Bespoke service, tailor made to meet your needs. Minimum allocation - customised service, one year contract Name Type Technical Solutions Link2ICT provide advanced technical expertise and services in the form of: network consultancy - advice and guidance, quotations and specification Network Health Checks to assist in the fault diagnosis and upgrade of a learning site s infrastructure and equipment management server Installations and migrations curriculum network installations providing advice on new technologies and systems providing standards on the setup and maintenance of management networks package and image building services onsite technical support disaster recovery advice on backup solutions advanced troubleshooting over remote support web design and hosting a road map for hardware refresh Our Technical services staff are fully trained in the latest technologies and systems with experience of Exchange. Link2ICT Catalogue 2009/2010 Page 8 of 9

9 Name Disaster Recovery (Remote Backup) Type The Remote Backup provides safe and secure backup of school s MIS and User data to a central store off site. Data is transferred remotely during the night using the internet link direct from school to a series of remote backup servers at the core of the BGfL network. Data is retained on our server for a period of 2 weeks and in addition is backed up to tape for maximum security. All data is encrypted using an AES 24bit key which is unique to each school. Customers can restore data themselves from the past two weeks, or longer with support from our technical team. Options available: School s Management Information System server and User Data backup School management Laptop backup this is primarily aimed at Senior Managers and Bursars who do not have an appropriate backup system in place for business critical data stored on their laptop. Name Procurement s Type Provide advice and guidance on the recommendation and procurement of hardware and software for schools, Library, Adult Education, Youth and Children s Centres. Link2ICT Catalogue 2009/2010 Page 9 of 9