Support services for schools

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Support services

for schools

Changing the

way we work

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Support services for schools

Dear Headteacher,

I am contacting you this December to advise you on the changes

Capita are making to the support services that will be offered to your

school or academy from April 2014.

Through the Capita West Sussex partnership, we offer a range of support services

for your pupils, teachers and support staff. Our service is designed to offer schools

and academies across the region more cost effective and smarter support services. In

turn, you can get the most from your support budgets, provide a first-class service 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 services can best support your school moving

into 2014. We have undertaken a review of the components that make up our support

services for schools and academies. As a result, we have re-structured these services

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 services that Capita is able

to offer. It draws on our experience of improving support services 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 services

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 Clare Deane

Capita WSCC Partnership Director

Introduction to

Capita’s support

services for schools

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 services

What's changing?

Here are the notable changes for the IT SLAs introduced for the new 2014 term:

SLA or service component

Broadband and WSGFL services for schools and academies

Broadband and Wide Area Network services

Benefits to school or academy

• Schools and academies can choose which service they wish to buy to suit their needs. For example, if the school doesn’t need the hosted services, it can simply buy the broadband and WAN connectivity or vice versa*_.

• Transparency of component cost for each service (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 services.

• 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 service, 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)

What’s changing?

It will be split into two distinct SLAs: 1) Broadband and wide area

network services and

2) Schools hosted IT services

Introduction of a greater range of connectivity options for primary schools

Now offering both one year and three year SLA terms

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SLA or service component

Schools hosted IT services

Schools IT support service

What’s changing?

Migration from AtomWide to OpenHive services for email, web filtering, website and moodle hosting.

Introduction of the following new services:

• Wider range of procurement options

• Local Area Network support • Education IT advice and

consultancy • Training services

Now offering both one year and three year SLA terms

Benefits to school or academy

• 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 service 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 services for staff and learners from SIMS data, offering easier user and group management

• Web hosting service on an infrastructure that isn’t impacted during ‘snow days’

• Moodle infrastructure based on the latest product version that is regularly upgraded • The new ICT support service 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

• Three year SLA offers schools a fixed price service, which means there isn’t a price increase within the terms of the agreement. Support services for schools

SLA or service component

Schools IT support service and Broadband and Wide Area Network services

Schools IT support service- Special schools

Schools IT support service

What’s changing?

Introduction of rolling annual and three year agreements

Change of the agreement to ensure appropriate notice is given to terminate the service (if notice is not given formally the service continues on an annual rolling basis)

Reduction in annual service 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 services.

Video conference service SIMS Learning Gateway – component of broadband and WSGFL hosted services Data Exchange and Remote Support

Benefits to school or academy

• Ensuring Schools are aware of the requirement to give notice at any time they wish to terminate the service. 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 service 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 service expectation given particular scenarios

System logs have shown that schools no longer use the WSGFL video conferencing service as they start to use other mainstream services therefore the service will be withdrawn from April 2014. Uptake of this AtomWide-hosted WSGFL service element is very low. It will therefore be removed from the Service Level Agreements for 2014/15. However, Capita children’s services are contacting each school that is using SLG to discuss how they can transfer to the company’s nationally provided hosted service 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 services 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.

Capita IT Services summary

Broadband and Wide Area Network services summary – restructured for 2014

The Broadband and Wide Area Network (WAN) services SLA provides the infrastructure to connect your establishment to a range of services on the internet and the local West Sussex County Council wide area network. This managed service offers you fast connection speeds, together with a managed firewall security service that enables secure sites to site communication across the school’s wide area network. This service also provides the direct authority for school remote control service used by the Schools Financial Support Team and ICT Services.

Service key features

Services withdrawn

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

School network access configuration changes – offering the balance of functionality versus security – if a school wishes to use new services 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 service 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 services via the use of DameWare mini remote control. Schools who do not subscribe to this service 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 service affecting event being detected or reported

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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 services that are highly resilient, highly performing, scalable and give you increased control of your services.

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 services for schools. Many of the services we are introducing offer you direct and improved replacements to the former WSGFL service. A number of other services 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 service 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 services

Web filtering solution (site

level internet filtering solution)

The service 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 service 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 services SLA.

Staff and student email

(including email filtering)

The OPENHIVELive product provides a well-regarded email service for both staff and learners based on the Microsoft Office 365 email system. This cloud-based service 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 service 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 service, hosted on robust and resilient architecture, supported by load balancing and replication services to maintain high availability and performance (significant during ‘snow days’).

Moodle service hosting

The Capita OPENHIVE moodledo service frees up the school from hosting, managing, supporting and updating its own learning platform. Like all OPENHIVE services 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 services are given a reader friendly name. OPENHIVE resolve provides your school with the service 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).

Schools IT support service

The schools IT support service provides SLA assured PC, server and peripheral support for the school office and administration functions coupled with a range of extended IT products and services that are of benefit to the whole school.

Key features:

Your core service:

IT service 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 services and its procurement partners have access to very competitive pricing on a range of IT services, 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 service are entitled to use this essential security software whilst they remain on the service. Virus definitions are updated daily from the internet, while Capita SITST manage the distribution of service 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 service

Capita provide an on-site technician service 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 service is based around a close on-going relationship with the school and is managed through a separate SLA. Although we perform a wide range of services 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 service 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 service helps you to make the most of your current and future IT services 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

services

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 services.

Hardware maintenance service

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 service 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 services

Capita IT services has access to a framework of suppliers who provide subject matter experts in a range of IT services and applications for educators, support staff and technicians. We can source training services that are more competitively priced than other Microsoft, Adobe and Apple, training services.

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Capita HR Solutions

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

services 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

cost-effective solution to this most complex of your back-office functions – leaving you much more free

to concentrate on teaching.

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?

Here are the notable changes for the HR SLAs introduced for the new 2014 term:

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 services 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:

SLA or service component

Employment support SLAs

SLA or service component

Employment support SLAs

SLA or service component

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

Provides support for Pebble’s School Fund Manager and Fund Manager

Benefits to school or academy

• 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.

• For those wishing to remain on an annual SLA our price increases for the second year in a row are less than RPI

• 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

• Customers can access high quality health and safety training either face to face or via e-learning options

• In response to customers who wish to purchase face to face support and other bespoke services our ‘bolt on’ options for HR and health and safety give you more choice on how your services are delivered

• Our named account manager will support schools and academies wishing to:

- commission bespoke HR consultancy or training - give feedback on our services in year

- support transition to academy status

Benefits to school or academy

• 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

• Schools 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

• In 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

• 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 • The continued introduction of online tools enable

schools and academies to effectively undertake their employers responsibilities with regard to health and safety

Benefits to school or academy

• Prompt 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

• Being 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

• low cost option to add School Fund Manager support (level 2) to SIMS support (level 1).

What’s changing?

Introduction of two and three year SLAs

Annual SLA price increase is less than Retail Price Index (RPI)

Provision of an annual HR training programme

Provision of a health and safety training programme

Introduction of gold and platinum ‘bolt on’ services

Introduction of a school and academy account manager

What’s changing?

Move to online submission of HR administration and payroll data in 2014 Introduction of a new “ask a question” service

Introduction of a new HR professional support helpline

Implementation of an online tool for reporting accidents and incidents and a health and safety self-assessment tool

What’s changing?

Service terms are unchanged

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 Support services for schools

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Support services for schools

2014 Price Duration

School Lump Sum Per Pupil 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

Service/School Type 2014 Price 1 Year 3 Year Primary, Special or Nursery £1,698.91 Yes No

Secondary £4,741.14 Yes No

2014 Price

On-site chargeable tech (hour) £47/hour Scheduled On-site Curriculum

Support Service £220/day*

Education ICT advice and

consultancy £365.50/day Project Implementation Support

Day Rate (not on SLA) £450/day

Training Services POA

Hardware Maintenance Support See separate table

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 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 Primary £1000 Secondary £1000 Special £1000

The prices shown are for the 2014/15 buy back process

*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.

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

2014 Price (per device)

Laptop £44.35 Desktop £26.08 Server £130.41 Network Printer £20.85 Local Printer £20.85 Scanner £20.85

Price List - IT Services

Capita IT Services

Price List - Employment Support

Schools

Academies health & safety

Academies advert placement SLA

SIMs support service

Academies

Schools hosted IT services (OpenHive)

Capita IT Services - additional schools IT

support services

Broadband and Wide Area Network services

Schools IT support service:

hardware maintenance charges (per device)

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 Single Year up to 100Mb/s Connection Multiple Year up to 100Mb/s Connection

No price increase on either level 1 or 2.

Level 1 service terms are unchanged

Level 2 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. Period 1st April 2014 - 31st March 2015 1st April 2014 - 31st March 2015 1st April 2014 – 31st March 2015 1st April 2014 – 31st March 2017 1st April 2014 - 31st March 2015 1st April 2014 -

31st March 2017 Primary: Lump sum £575 + £3.434 per pupil _{Secondary: Lump sum £2,339 + £3.0134 per pupil}

Nursery: Lump sum £727 + £1.4635 per pupil Special: Lump sum £362 + £0.9335 per pupil NB: Separate SIMS Annual Entitlement fees apply.

£30 per school or academy Date of Billing Summer 2014 Summer 2014 Summer 2014 Summer 2014, 2015 and 2016 Summer 2014 Summer 2014, 2015 and 2016 Amount £4,505 £5,115 £5,615 £5,115 per year (£15,345 for 3 year term) £10,230 £ 10,230 per year (£30,690 for 3 year term)

Benefits Basic single year service

Basic single year service

Enhanced bandwidth Flexibility of single year service Enhanced 30Mb/s bandwidth for price of basic 10Mb/s. Fixed annual charge. Basic single year service

Fixed annual charge. Service/School Type

Bonded DSL for Hard to Reach Schools

Primary, Special or Nursery*

Secondary

SIMS support service:

• 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.

Support for Pebble’s School Fund Manager and Fund Manager

Level 2 - 3 year (prices frozen for year 1)

3 year SLA – Price Frozen in Year 1

Lump Sum Level 1

Price increase 2.5%

Level 2a - 3 year Price frozen for

year 1 Level 2a - 2 year Price increase 2% Level 2a - 1 year Price increase 2.5% Level 2b - 3 year Price frozen for

year 1 Level 2b - 2 year Price increase 2% Level 2b - 1 year Price increase 2.5% Lump Sum Lump Sum Lump

Sum PupilPer Lump Sum PupilPer Lump Sum PupilPer Lump Sum PupilPer Lump Sum PupilPer Lump Sum PupilPer Lump Sum PupilPer

Lump Sum Lump Sum Lump Sum Lump Sum Lump Sum Per Pupil Per Pupil Per Pupil Per Pupil Per Pupil Per Pupil Per Pupil SLA Type School School SLA Level Level 2 - 2 year (prices for year 1 2% increase)