Support services for schools

Support s for schools Changing the way we work

Support s for schools Introduction to Capita s support s for schools Dear Headteacher, I am contacting you this December to advise you on the changes Capita are making to the support s that will be offered to your school or academy from April 2014. Through the Capita West Sussex partnership, we offer a range of support s for your pupils, teachers and support staff. Our is designed to offer schools and academies across the region more cost effective and smarter support s. In turn, you can get the most from your support budgets, provide a first-class to students and focus on what s most important teaching. The demand for pupils to achieve more in education has never been higher, nor school budgets so stretched. The education sector is also facing huge changes, from the introduction of a new academy programme and an Ofsted framework through to the introduction of EBacc, a new yardstick for assessing secondary schools During 2013, the Capita West Sussex partnership has been working hard to understand these changes and how our s can best support your school moving into 2014. We have undertaken a review of the components that make up our support s for schools and academies. As a result, we have re-structured these s to bring you a greater degree of choice and a transparency of cost. Thank you for all the robust feedback from you and your colleagues which has supported this process. This brochure summarises the range of ICT, HR and SIMs s that Capita is able to offer. It draws on our experience of improving support s for thousands of schools and academies across the country since the 1980s. We hope you find this information useful and choose to use Capita s support s in the coming year. If you would like any further information please refer to the contact us page in the brochure. The full range of Capita and West Sussex SLA s will be published on the WSGFL in January, and you will have two months to make your decision and purchase. We look forward to developing our relationship with you into 2014/15. Yours faithfully, Mary C lare Deane Capita WSCC Partnership Director Capita IT Services Capita IT Services is a specialist ICT partner in the education sector. We work with over 2,500 schools, academies and colleges across the UK supporting over 420,000 teachers and learners. With over 30 years experience in the education sector, we understand how to make IT work for schools, academies and colleges. At Capita IT Services we: Work in partnership with schools, academies and colleges to support their strategy and plans Understand how ICT can transform curriculum delivery anytime, anyplace and from any device Design and deliver technology solutions to meet individual requirements and provide on-going support through consultation, implementation and transition Focus on supporting our customers in creating a reliable and an innovative IT environment Help schools, academies and colleges understand and plan for the adoption of cloud s What's changing? Here are the notable changes for the IT SLAs introduced for the new 2014 term: Broadband and WSGFL s for schools and academies Broadband and Wide Area Network s Broadband and Wide Area Network s It will be split into two distinct SLAs: 1) Broadband and wide area network s and 2) Schools hosted IT s Introduction of a greater range of connectivity options for primary schools Now offering both one year and three year SLA terms Schools and academies can choose which they wish to buy to suit their needs. For example, if the school doesn t need the hosted s, it can simply buy the broadband and WAN connectivity or vice versa *. Transparency of component cost for each (this was previously provided in a single unit cost) *For 2014 the Web Filtering Solution is still dependant on the West Sussex Broadband and Wide Area Network Service. Up to 10 Megabit per second (Mb/s) connections for 95% of primary schools with the option to upgrade for any schools that have increased demand for internet based s. Bonded DSL is connectivity specifically for those hard to reach schools in rural areas that were formerly connected via BT Learning Stream Circuits. This will offer faster speeds of between 8 20 Mb/s which is a significant improvement on the Learning Stream speed of 2 Mb/s. The three year SLA offers schools a fixed price, which means there isn t a price increase within the term of the agreement. Primary schools subscribing to a three year SLA also receive a free upgrade to 30Mb/s connection (this does not apply to hard to reach schools) Pages 1&2

Support s for schools Schools hosted IT s Migration from AtomWide to OpenHive s for email, web filtering, website and moodle hosting. Email solution based on Microsoft Office 365 technology, which includes a fresh interface and an extended set of features Site based web filtering that employees can manage directly without requesting a filter change (The Web filtering for 2014 is dependent on the school also subscribing to the Broadband and Wide Area Network Services SLA) Automated provisioning of access to all OpenHive s for staff and learners from SIMS data, offering easier user and group management Web hosting on an infrastructure that isn t impacted during snow days Moodle infrastructure based on the latest product version that is regularly upgraded and Broadband and Wide Area Network s - Special schools Introduction of rolling annual and three year agreements Change of the agreement to ensure appropriate notice is given to terminate the (if notice is not given formally the continues on an annual rolling basis) Reduction in annual charge. The charge has now been equalised to that of a primary school for both establishment base price and price per pupil. Revised impact/priority levels to better reflect school support s. Ensuring Schools are aware of the requirement to give notice at any time they wish to terminate the. The benefits are: Ensure that both School and Capita expectations are understood and met. Any termination costs kept to a minimum. Eliminates risk of withdrawing from schools that complete the buyback form incorrectly. Substantial cost reduction for special school s taking this SLA. Clearer understanding for schools as to the expectation given particular scenarios Introduction of the following new s: Wider range of procurement options Local Area Network support Education IT advice and consultancy Training s Now offering both one year and three year SLA terms The new ICT support is more relevant to the whole school Capita has access to a framework of suppliers that offer competitive pricing on a range of IT products commonly used within schools We can provide you with advice around what products are right for your circumstances and help you to build an end-to-end solution for your school that will be scalable and robust. We can also train you in how to use and support your systems as educators and administrative support staff One year SLA offers flexibility to those schools wishing to consider their options over the coming year Services withdrawn Video conference SIMS Learning Gateway component of broadband and WSGFL hosted s Data Exchange and Remote Support Capita IT Services summary System logs have shown that schools no longer use the WSGFL video conferencing as they start to use other mainstream s therefore the will be withdrawn from April 2014. Uptake of this AtomWide-hosted WSGFL element is very low. It will therefore be removed from the Service Level Agreements for 2014/15. However, Capita children s s are contacting each school that is using SLG to discuss how they can transfer to the company s nationally provided hosted instead. This SLA has been withdrawn for 2014 however data transfer and remote support will be still available through existing provisions. ITS Support for these s for schools and academies that do not take the Broadband and Wide Area Networks Service will be chargeable at the rates outlined in the Schools IT Support Service. Three year SLA offers schools a fixed price, which means there isn t a price increase within the terms of the agreement. Broadband and Wide Area Network s summary restructured for 2014 The Broadband and Wide Area Network (WAN) s SLA provides the infrastructure to connect your establishment to a range of s on the internet and the local West Sussex County Council wide area network. This managed offers you fast connection speeds, together with a managed firewall security that enables secure sites to site communication across the school s wide area network. This also provides the direct authority for school remote control used by the Schools Financial Support Team and ICT Services. Service key features Resilient internet connectivity our network offers synchronous data transmission/reception speeds of up to 10Mb/s or 30Mb/s for primary schools and 100Mb/s for secondary schools Managed IP address range your school is allocated a range of unique IP addresses from which connected devices can communicate within the school wide area network Dynamic host configuration protocol (DHCP) the Capita WAN router dynamically allocates IP addresses within a specified range from the router that connects the school network to the West Sussex schools WAN. School network access configuration changes offering the balance of functionality versus security if a school wishes to use new s across the internet the Capita team will assess the request from both technical security and child-safeguarding perspectives to give you ultimate peace of mind that your data and learners are safe when online Schools data exchange secure file transfer enabling the school and local authority to exchange sensitive data relating to pupil and staff information. This is performed using the Avco Anycomms and GroupCall Xporter applications. Remote support via DameWare mini remote control schools on the West Sussex Wide Area Network are able to receive support from West Sussex Capita partnership s via the use of DameWare mini remote control. Schools who do not subscribe to this are required to make alternative arrangements for secure remote support Support from West Sussex based network engineers - who can reach your site within two working hours of a affecting event being detected or reported Pages 3&4

Support Services for Schools Schools hosted IT Services - new for 2014 In October 2013, the West Sussex Schools Forum endorsed a decision to migrate from the former AtomWide WSGFL solution to the Capita OPENHIVE Suite. OPENHIVE Services offer you hosted s that are highly resilient, highly performing, scalable and give you increased control of your s. To keep year one costs down to an affordable level for schools and academies in 2014. the cost of migration from the AtomWide Service to OPENHIVE will be spread over the next five years. OPENHIVE offers a range of excellent online s for schools. Many of the s we are introducing offer you direct and improved replacements to the former WSGFL. A number of other s will also be introduced to you by 2015/16. Service key features: Account and identity management Never has managing your user estate been so easy - OPENHIVEid is an automated that uses the staff and pupil data you hold in SIMS to create and manage the user accounts and groups for access to all OPENHIVE s Web filtering solution (site level internet filtering solution) The is designed to be flexible by providing different levels of granularity; it offers a high standard of protection whilst not hampering staff or pupils internet use (which can often be a problem because of overly ridged filtering policies). To help schools get the most from this we give schools the ability to manage and change web filtering to meet their own requirements. Please note: for 2014 the OPENHIVEwebshield Web Filtering Service remains dependent on the School taking the Broadband and Wide Area Network s SLA. Staff and student email (including email filtering) The OPENHIVELive product provides a well-regarded email for both staff and learners based on the Microsoft Office 365 email system. This cloud-based offers full email filtering and virus protection, abundant managed/resilient storage and a familiar user friendly interface that is intuitive to even the newest user. Outlook live email and calendar with 10GB online storage Calendar synchronisation from your SIMS timetable Importantly, online management of this puts you in control of the experience and facilities used by your staff and learners. Website hosting OPENHIVEshare web site hosting is a fully managed, hosted on robust and resilient architecture, supported by load balancing and replication s to maintain high availability and performance (significant during snow days ). Moodle hosting The Capita OPENHIVE moodledo frees up the school from hosting, managing, supporting and updating its own learning platform. Like all OPENHIVE s described in this document user account provisioning is fully integrated with a school s MIS system through OPENHIVEid automatically, rather than having to manually create user accounts and class associations. MoodleDo provides the following modules in a fully managed and supported environment: Assignments Forums Questionnaires and surveys Wikis Resource links Calendars Domain Name Service (DNS) management The Domain Name Service (DNS) is the way in which the network address of your school s internet s are given a reader friendly name. OPENHIVE resolve provides your school with the to manage your schools website and moodle presence on the internet allowing it to be located by parents, learners and staff using its domain name (for example, Myschool.w-sussex.sch.uk). The schools IT support provides SLA assured PC, server and peripheral support for the school office and administration functions coupled with a range of extended IT products and s that are of benefit to the whole school. Key features: Your core : IT desk It s available 12 hours a day 07:00 19:00 (Monday to Friday, excluding public holidays). Telephone and remote support This is provided by our experienced school PC and server support analysts. If we can t talk you through a problem then we can show you through DameWare mini remote control. IT procurement through a framework of competitive suppliers Capita IT s and its procurement partners have access to very competitive pricing on a range of IT s, hardware, software and peripherals. We supply our products to meet your IT needs anywhere in the school. Anti-Virus support Capita licences the industry recognised and respected McAfee Anti-Virus solution for use for West Sussex schools and academies. Schools subscribing to this are entitled to use this essential security software whilst they remain on the. Virus definitions are updated daily from the internet, while Capita SITST manage the distribution of packs and upgrades to schools. Additional Services: Local Area Network Support and installation With extensive experience supporting industry recognised and respected brands such as CISCO and HP, the Capita network support teams can provide you support and installation for your school s Local Area Network. Scheduled on-site curriculum support Capita provide an on-site technician to assist schools supporting and managing their IT facilities. This comprises a number of IT support and maintenance functions required by schools on both the school s curriculum and administration IT facilities. This is based around a close ongoing relationship with the school and is managed through a separate SLA. Although we perform a wide range of s while on-site the following list comprises some of the most common: Maintain and check backups each visit Manage users, file shares and permissions on Windows networks Ensure that antivirus software is kept up to date Ensure that Microsoft Operating System and application critical updates, patches, and packs are installed Installation of software, PC s, peripherals Troubleshoot errors Offer advice on IT-related purchases Create help documents for teachers Provide assistance within the ICT during lessons to attend to any faults that may occur. Education ICT advice & consultancy This helps you to make the most of your current and future IT s through our ITS educational consultancy team. Whatever your need is we can provide you with advice on the new and emerging technologies in the field of education ICT. On-demand on-site technical support and installation s In addition to scheduled maintenance visits and education ICT consultancy, Capita SITST is also available to attend your school to perform installation and technical support s. Hardware maintenance Even the most reliable IT equipment will at some time or another experience a hardware fault. Capita ITS provides an optional on-site hardware maintenance to get your PC, Server or peripheral working again as soon as possible. From logging your call by telephone the Capita SITST team will call you within 4 hours to confirm diagnosis, our hardware contractor will then visit your site within one working day to repair or replace your faulty device or component. Support for ICT project implementations Whether it is for a new build, extensions or a simple IT equipment refresh, Capita SITST is experienced in providing project implementation support for West Sussex schools and academies. IT Services have access to educational ICT consultants, project management, implementation teams and trainers that will help your project run smoothly. Technology training s Capita IT s has access to a framework of suppliers who provide subject matter experts in a range of IT s and applications for educators, support staff and technicians. We can source training s that are more competitively priced than other Microsoft, Adobe and Apple, training s. Pages 5&6

Support s for schools Capita HR Solutions Employment support SLAs Move to online submission of HR administration and payroll data in 2014 We can look after all your HR needs everything from the admin basics through to specialist advice saving you time and money and enabling you to be fully compliant with current legislation. Thousands of schools and academies representing some 66,000 staff have outsourced these s to us. We ve been active in the field since the early 1990s and we ve gained considerable practical experience of how schools operate and what they need. We offer a flexible and costeffective solution to this most complex of your back-office functions leaving you much more free to concentrate on teaching. S chools will be able to complete ad-hoc claims for pay and sickness absences by entering data through the portal This will improve turnaround times and extend the deadlines for completing these entries We can also look after all your HR functions, your resourcing, payroll, staff absence and contracts of employment. We can provide training on HR legislation and practice, a fully comprehensive set of templates covering job descriptions, policies and other relevant HR related matters professional HR advice and case management specialist advice and guidance both to schools and to local authorities. What's changing? Introduction of a new ask a question I n response to complaints about accessing information via the WSGfL we are developing an FAQ tool which can be accessed through the portal. This will make finding HR and payroll information simpler Introduction of a new HR professional support helpline All our customers are now able to call the HR team directly for professional support and guidance Where a case is complex this change enables earlier allocation of your case to a named advisor Here are the notable changes for the HR SLAs introduced for the new 2014 term: Employment support SLAs Introduction of two and three year SLAs Prices for a three year SLA have been frozen in year one with maximum price increases also fixed for years two and three. This represents our continued commitment to pass back in year savings to our customers through competitive pricing. Annual SLA price increase is less than Retail Price Index (RPI) For those wishing to remain on an annual SLA our price increases for the second year in a row are less than RPI Provision of an annual HR training programme Customers can access high quality HR training which has been designed specifically for a school clientele and which is delivered by our HR professional support team Provision of a health and safety training programme Customers can access high quality health and safety training either face to face or via e-learning options Introduction of gold and platinum bolt on s In response to customers who wish to purchase face to face support and other bespoke s our bolt on options for HR and health and safety give you more choice on how your s are delivered Introduction of a school and academy account manager Our named account manager will support schools and academies wishing to: - commission bespoke HR consultancy or training - give feedback on our s in year - support transition to academy status Through our portal for schools, customers will be able to submit starter, leaver and variation forms electronically reducing the risk of lost paperwork, time delays for postage and errors arising from incomplete forms Implementation of an online tool for reporting accidents and incidents and a health and safety self-assessment tool The continued introduction of online tools enable schools and academies to effectively undertake their employers responsibilities with regard to health and safety Capita SIMS solution SIMS (School Information Management System) is a world-class management information system used by over 22,000 schools in England, Wales and Northern Ireland. It s so much more than a management information system, it is designed to adapt and meet your changing needs. We have been listening to your feedback and last year we helped many of you implement SOLUS (SIMS Online Upgrading Systems), this reduces the time you spend deploying and upgrading SIMS across your network. It is an example of work under our partnership with West Sussex; it s at no extra charge and it delivers added-value to schools and academies. Under the partnership, we aim to support you and drive school improvement from more effective use of data and SIMS. Our people are all driven by a common goal to deliver a high quality s to schools and academies at reasonable price. We are proud of our long history of supporting schools to achieve excellence. Many of our staff are former headteachers, deputies, teachers and ICT managers and understand the unique issues in education. What's changing? At this current time the SIMs SLA s remain unchanged: SIMS support including these elements: SIMS Support Desk Termly SIMS newsletters and update seminars Delivery via SOLUS of SIMS Releases Discounted SIMS on-site consultancy Discounted SIMS training courses SIMS liaison with outside agencies Service terms are unchanged P rompt case resolution so you can complete your task quickly- over 6 in every 10 cases are resolved on the first point of contact and within 20 minutes. Access to a large range of high quality and low cost SIMS training and staff CD: hjwich are offered from north and south west sussex venues B eing kept up to date first hand by the originators and developers of SIMS through events, newsletters, our portal and emails: Single contact point for both SIMS and School Fund Manager support Provides support for Pebble s School Fund Manager and Fund Manager Service terms are unchanged. NB: Support is expected to be limited to Fund Manager version 8, effective 1st January 2014 onwards. We are currently in discussion with Pebble over this. l ow cost option to add School Fund Manager support (level 2) to SIMS support (level 1). Pages 7&8

Support s for schools Price List - IT Services Capita IT Services 2014 Price Duration School 1 Year 3 Year Nursery 691.89 1.27 Yes Yes Primary/Special 552.90 3.02 Yes Yes Secondary 817.60 1.02 Yes Yes Capita IT Services - additional schools IT support s On-site chargeable tech (hour) Scheduled On-site Curriculum Support Service Education ICT advice and consultancy Project Implementation Support Day Rate (not on SLA) Training Services Hardware Maintenance Support 2014 Price 47/hour 220/day* 365.50/day 450/day POA See separate table : hardware maintenance charges (per device) 2014 Price (per device) Laptop 44.35 Desktop 26.08 Server 130.41 Network Printer 20.85 Local Printer 20.85 Scanner 20.85 Schools hosted IT s (OpenHive) Service/School Type 2014 Price 1 Year 3 Year Primary, Special or Nursery 1,698.91 Yes No Secondary 4,741.14 Yes No Price List - Employment Support Schools SLA Type Nursery 214.22 20.99 218.50 21.41 219.57 21.51 219.57 7.32 Primary 214.22 20.99 218.50 21.41 219.57 21.51 219.57 7.32 Secondary 321.33 21.42 327.75 21.84 329.36 21.95 329.36 7.46 Special 221.36 61.59 225.79 62.82 226.89 63.13 226.89 21.46 Academies SLA Level Level 2-3 year (prices frozen for year 1) Level 1 2.5% Level 2a - 3 year Price frozen for year 1 Level 2a - 2 year 2% Level 2-2 year (prices for year 1 2% increase) Primary 223.92 7.45 218.46 21.40 222.83 21.83 223.92 21.94 142.10 13.93 144.94 14.21 145.65 14.27 Secondary 335.88 7.61 327.69 21.83 334.24 22.27 335.88 22.38 213.16 14.21 217.42 14.49 218.49 14.56 Special 231.38 21.88 225.74 62.81 230.25 64.07 231.38 64.38 Level 2a - 1 year 2.5% Level 2-1 year (2.5% increase) Level 2b - 3 year Price frozen for year 1 Level 2b - 2 year 2% Level 1-1 year (2.5% increase) Level 2b - 1 year 2.5% Broadband and Wide Area Network s Service/School Type Bonded DSL for Hard to Reach Schools Primary, Special or Nursery* Service Option Single Year 8-20 Mb/s Connection (depending on distance to telephone exchange) Single Year up to 10 Mb/s Connection Single Year up to 30 Mb/s Connection Multiple Year up to 30 Mb/s Connection iod 1st April 2014 1st April 2014 31st March 2017 Date of Billing mer 2014 mer 2014 mer 2014 mer 2014, 2015 and 2016 Amount 4,505 5,115 5,615 5,115 per year ( 15,345 for 3 year term) Benefits Basic single year Basic single year Enhanced bandwidth Flexibility of single year Enhanced 30Mb/s bandwidth for price of basic 10Mb/s. Academies health & safety School 3 year SLA Price Frozen in Year 1 Secondary 54.06 3.60 55.14 3.67 55.41 3.69 Primary 36.04 3.42 36.76 3.49 36.94 3.51 Special 37.24 10.36 37.98 10.57 38.17 10.62 Academies advert placement SLA School Primary 1000 Secondary 1000 Special 1000 2 year SLA 2% 1 year SLA Price increase 2.5% Secondary Single Year up to 100Mb/s Connection mer 2014 10,230 Fixed annual charge. Basic single year SIMs support SIMS support : No price increase on either level 1 or 2. Multiple Year up to 100Mb/s Connection 31st March 2017 mer 2014, 2015 and 2016 10,230 per year ( 30,690 for 3 year term) Fixed annual charge. *Qualifying Primary Schools obtain a free upgrade to 30Mb/s connectivity if they choose the 3 year SLA. i.e. fixed price 5,115 per year for 3 years, plus upgrade to 30Mb/s connection. SIMS Support Desk Termly SIMS Newsletters & Update Seminars Delivery via SOLUS of SIMS Releases Discounted SIMS On-site Consultancy Discounted SIMS Training Courses SIMS Liaison with Outside Agencies. Level 1 terms are unchanged Primary: sum 575 + 3.434 per pupil Secondary: sum 2,339 + 3.0134 per pupil Nursery: sum 727 + 1.4635 per pupil Special: sum 362 + 0.9335 per pupil NB: Separate SIMS Annual Entitlement fees apply. The prices shown are for the 2014/15 buy back process Support for Pebble s School Fund Manager and Fund Manager Level 2 terms are unchanged. NB: Support is expected to be limited to Fund Manager version 8, effective 1st January 2014 onwards. We are currently in discussion with Pebble over this. 30 per school or academy Pages 9&10

Contact us Capita IT Services- Simon Taylor: E:simon.taylor4@capita.co.uk T: 07585 966364 Capita HR Solutions- Lisa Hickman E:lisa.hickman@westsussex.gov.uk T: 0330 222 4506 Capita SIMs solutions- Susan Godding E:susan.godding@capita.co.uk T: 07500 951926 WSCC- Paul Little E: paul.little@westsussex.gov.uk T: 07515 332919