ICT Services

School Services Catalogue 2013 / 2014 Edition

About ICT Services

“ICT Services provides a wide range of technical and support

services to local authorities, public sector organisations, schools

(including academies and BSF), start-up businesses and

community and voluntary organisations across the North East.

We pride ourselves on the high levels of customer care and service

provision we deliver. Our widespread customer base is testament

to the support we are able to offer.”

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Phil Jackman

Head of ICT Services

Durham County Council

SIMS Software Support

Durham Learning Gateway (DLG)

Website Development Service

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Anti-virus Software Licensing

Curriculum Systems Support

Communications Support

Classroom Hardware Repairs

Management Information Systems Hardware Repairs

Audio and Visual Equipment Repairs

Managed Service Engineer

Shared Support Engineer (SSE)

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Broadband Internet Access

Internet Content Filtering

Broadband Resilience

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Cleaning Equipment Maintenance and Repairs

Cooker Maintenance and Repairs

Design and Technology Maintenance and Repairs

Local Exhaust Ventilation (LEV) Testing

Portable Appliance Testing (PAT)

Radiation Monitoring and Testing

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Air Conditioning Installations

Consultancy and Procurement

Commissioning

Design and Print Services

Device Encryption

Electrical Installations

Forensic Investigation and Reporting

Gas Pipe Work

Projector Cleaning

Sales

Security Audit Service

Technical Installations

Virus Cleansing

White and Brown Goods Repairs

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What are the benefitsof working with ICT Services

Our People

Our personnel are experts in the field in which they work.We invest time and money into our staff to ensure they providethe best possible service to our customers. We care for ourstaff and they care for you.

Our Experience

With almost 20 years experience and a presence in severallocal authorities, you can rest assured that we listen to ourcustomers, and strive to supply services to meet their needs.

Our Approach

As a local authority service provider we aim to deliver bestvalue products and services with a public sector ethos atheart.

Our Support

• A friendly and professional Service Desk, provide the firstpoint of contact for support requests

• An online call management system allows you to log and track your own support requests

• On-site, telephone and remote support providedby a team of experienced engineers

• Procurement of ICT equipment, software and consumables through DurhamCounty Council contracts to obtain a discounted rate for you wherever possible

• A convenient collection and delivery service for repaired items and consumables

• Dedicated account management offering advice and support on the most appropriate solutions to meet your needs

• Consultancy and project management services

• Invitations to seminars, conferences and training courses

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Offering solutionsto help manage ICTwithin your school.A range of services

are availablefrom computers andmobile devices, to

network managementand whiteboardinstallations.

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Anti-virus Software Licensing

With an ever growing threat to ICT from cyber attacks, it’s more important thanever to protect your school data and systems at all times.

Anti-virus software assists in safeguarding your school against the threat of virusinfection by providing solutions for the early detection, quarantine and preventionof electronic threats.

Communications Support

All schools have a legal obligation to submit statutory returns, as well as financial,personnel and statistical data to their local authority and central government.

This service assists you in fulfilling this requirement by ensuring a reliableconnection can be made to support the transfer of data between both parties.

Curriculum Systems Support

This service provides a repair, support and restoration service for the ‘softer’ side ofyour servers, applications and network.

We can assist in all areas of network support from malfunctioning printers, to loss ofnetwork drives, right through to critical data recovery.

As a specialist ICT provider for schools, we understand that school systems are crucial to deliverteaching and learning, and in the event of a system failure, no matter how large or small, expertengineers will be on hand to get you back online.

Classroom Hardware Repairs

With school life becoming more and more centralised around ICT, and devices becomingincreasingly mobile and vulnerable to incidental damage, the Classroom HardwareRepairs contract is an invaluable insurance policy.

This service covers the hardware repair of PCs, laptops, servers, printers, scanners,network equipment, power supply units, netbooks, notebooks and computer peripherals.

We are accredited to repair classroom and curriculum hardware to manufacturer standardsincluding Samsung, Kyocera and Toshiba.

This function complements the MIS Hardware Repair service, and combined the two providefull hardware support.

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Management InformationSystems Hardware Repairs

Head teacher and support staff computers are often the most heavily usedin schools, and it is vital repairs to them are completed quickly and efficiently.

Our engineers can support this by managing the repair of PCs, laptops, servers,printers, power supply units, netbooks, notebooks, computer peripherals, back-updevices and optical mark readers.

This function complements the Classroom Hardware Repair service, and combinedthe two provide full hardware support.

Shared Support Engineer (SSE)

Many schools already undertaking this service find it absolutely invaluable.

It underpins all other contracts through the provision of an experienced engineer, skilledin the management of school ICT systems, allowing your staff to focus on their primary role.

Shared Support Engineers perform general ICT related duties such as updates, softwareinstallations and minor repairs.

This cost effective, flexible service is designed to meet the needs of your school. The frequency andduration of visits can range from one half day per fortnight to one full day two or three times a week.

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Audio and Visual Equipment Repairs

Interactive whiteboards and projectors are key tools for delivering innovative andexciting ways of learning.

Schools are heavily dependant on these visual aids and know all to well the disruptiona fault can cause.

Our engineers are certified to undertake repairs to manufacturer standards such asPromethean and SMART. We work with schools to ensure repairs are speedy and effective.

This repair service also covers CD/DVD players, amplifiers, headphones, musical keyboards,cameras and televisions.

Managed Service Engineer

Would your school benefit from having a full time engineer based on site?

Our engineers will fully manage your school network in partnership with yoursenior leadership team, and fulfil a range of duties from server administrationto mobile device management. This gives you the peace of mind that a dedicated,knowledgeable and experienced engineer is on hand to help your school whenyou need it.

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Providing youwith affordable,

sustainable broadband and

filtering solutions, giving you safe and reliable access to

the Internet.

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Broadband Internet Access

As experts in delivering broadband services to local authorities, schoolsand private sector organisations, we boast a competitive broadbandoffering which includes:

• A variety of bandwidth options, ranging from 2Mbps to 1Gbps;• A symmetrical, ‘always on’ connection with sufficient capacity

to download and upload large files, data and videos; • A resilient and robust core network; • A cost effective path for bandwidth and infrastructure upgrades; • Firewalls and Intruder Detection and Prevention Systems (IDS/IPS) to ensure your network

is protected from unauthorised access;• Performance monitoring;

• Remote diagnostic assessment to offer proactive and responsive assistance.

“We have always had a good relationship with the broadband team and havenever had a major issue with connectivity or service. Any time we have hada minor fault, which have been few and far between, it has always been dealtwith professionally and resolved swiftly.

With the installation of ‘Dark Fibre’ to our site I’m looking forward to exploringpossibilities using its extra bandwidth, as well as offering direct routes betweenthe Academy and our feeder schools and outreach sites.”

Andrew ReynoldsLeader & Manager of ICT Services, The Hermitage Academy.

Internet Content Filtering

Schools need to be confident they have a filtering system in place that successfully protects studentsfrom inappropriate material, but is flexible enough to allow for creative teaching and learning.

Broadband customers can take advantage of our competitive filtering solution, which boasts theoption for schools to control their own filtering policy in-house, or have it managed by us.

The service also has the added benefits of an audit report facility, and realtime blocking/unblocking of sites.

“The new filtering system provides easy administrationfor schools, allowing changes to be made in a few clicks.We love it. Well done Durham!”

Kerry MoraleeNetwork Manager, Tanfield School

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Broadband Resilience

Constant access to online systems is an essential factor in ensuring the effective operationof your school.

This service involves the installation of a secondary superfast broadband line providing a seamlessfailover connection. This means your internet connection will be automatically re-routed in the eventof a fault to the primary link resulting in a minimal disruption to your broadband service.

Broadband Resilience is available to customers subscribing to fibre connectivity in a superfastbroadband activated area.

Data and information

management;virtual learning and

communicationplatforms;

assisting in the management of your school applications.

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Durham Learning Gateway (DLG)

The Durham Learning Gateway (DLG) is a managed virtual learning environment enabling anytime,anywhere learning.

The platform is an invaluable tool that offers useful features such as homeworkmanagement, discussion forums, online resource storage and surveys. It providesa pivotal communication resource for staff, students, governors and parents.This includes the provision of an email account to school staff and students whichis accessible from any computer with an internet connection and compatible webbrowser.

Through use of the SIMS Learning Gateway, the DLG can assist schools in deliveringyour national requirements relating to parental engagement.

SIMS Software Support

A key aspect of school life is the effective management of data and information.

Gain advice and guidance from our SIMS accredited local support team who canoffer assistance and training on a vast array of Capita modules including: SIMS.Net;Nova-T6; FMS; Assessment Manager; and Lesson Monitor.

Having this high level of support on hand will aid the efficient and secure managementof student, staff, and parent data.

“Service and helpfulness are of an excellent standard and quality.Training is always appropriate and well presented, including hand-outsto take away which take you through the procedures. Support is excellent.”

Lorraine JonesNewton Hall Infant School

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Website Development Service

Promote your school via your own website to current and prospective students and parents.

We offer a user-friendly website hosting and development service at an affordable rate. Our creativeteam have a vast amount of experience in producing websites for schools, which are designed tomeet internationally recognised standards.

Once the website framework is created, you’ll be trained on how to change your information to keepit fresh and current. The service comes with 15 hours of support, and we’ll be on hand to assistshould you need it.

There’s a lot to gain from having your own website such as:

• Allowing up to date information to be readily accessible such as your diary of events,school policies, and latest news;

• Building a positive image in the local community by highlighting your achievements;• An attractive and informative website can also help to increase parental involvement

with the school.

It is well known that the Internet is one of the most widely used communication tools, so why nottake advantage of this.

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“One of the best things we did was join the SLA for our School Website.

The training to set it up was very informative, easy to follow and fun.

The website itself looks very professional and is extremely easy to maintain, helpis always at hand from the technicians who give fantastic support and advice whenneeded.

Our school website is a great source of information for parents, governors, staff,pupils and the local community, displaying an on-going record of life in our school.There is also an automatic link facility embedded in our website which displaysunexpected events such as school closures, this is also very useful in getting theinformation out there immediately.”

Julie CassidySt Patrick’s RCVAConsett

King James I Academy

Raising Standard through the useof the Durham Learning Gateway

When Neil Davies, DLG Portal Manager at King James I Academy, was tasked with re-developingthe Academy’s virtual learning environment, the ‘Durham Learning Gateway (DLG)’, he knew itwouldn’t be easy. However, with head teacher, Nick Grieveson, driving the venture forward, it hasproven to be a mighty success.

Neil recalls how initially the project came up against resistance from staff and students alike.At first, staff were concerned that the DLG would greatly increase their workload and placeadditional demands on their time, but they soon began to recognise the benefits of being able toaccess a huge array of online resources and information. Thanks to its ease of use and technicalsupport from Neil, the system is now an invaluable learning tool. The Academy now uses theDLG to set homework for students, assign independent and group research tasks, and to storeimportant documentation amongst many other things.

Examination results have improved each year since the introduction of the DLG, and the Academyis convinced that the provision of such a valuable online tool has contributed greatly to the higherachievement levels.

Through the use of the DLG, subjects such as Geography and History can really come to life thanksto the ability to access new and innovative teaching resources such as archived newspaper articles,film footage and witness reports. The Academy is noticing an increased enthusiasm for thesesubjects and anticipating a higher proportion of students choosing humanities subjects in Year 9as a result.

After speaking to students, it is clear to see why they are so enthusiastic:

“It’s really quick and easy to find information on the DLG. EverythingI need for my History lesson is in one place such as dates, times,photographs and maps. I don’t have to waste time looking through lotsof websites for information and I know that everything on the DLG issafe to use.”

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Teaching staff also recognise the benefits:

“When setting research tasks we upload a selection of relevant informationonto the DLG. Students can then use this, alongside the Internet and textbooks, to conduct their own research, develop their project and completethe set task in an inspirational and independent learning environment.By placing information relating to the topic in one easily accessible location,we save valuable learning time. Students are provided with relevant data tointerpret and use as necessary; this facilitates instant learning. Uploadingto the DLG also considerably improves efficiency. We no longer need toproduce large quantities of printed hand-outs; this has been a successfulcost saving exercise and beneficial for our environment too.”

Mrs G KeelerDirector of History

The Senior Leadership Team at King James realise that to get students to use the DLG to itsfull potential there needs to be more than just academic appeal; it needs to be embedded intoeverything the student does and therefore that means building social features into it too. Studentsat King James are encouraged to use the DLG for non-academic purposes. There are areaswhere students can share ‘cheats’ for games, write reviews of movies, and discuss whathappened on last night’s ‘Eastenders’ for example.

Parents and guardians also have access to the DLG, enabling them to review their children’sattendance, see a report of their behaviour, review their homework, and access any resourcesneeded to help with homework tasks as necessary. This means that children can call on theirparents for additional support at home and that parents are provided with the tools to offer aneffective level of guidance.

As well as using the DLG as a tool for learning, the Academy also use it as a platform for managingtheir business processes. Lesson observations in the form of podcasts are uploaded to the DLG,policies and other important documents are stored, and there are sub sites for departmental teamsto communicate. Announcements can be added, calendars can be created and discussion areascan be opened up. The DLG not only promotes learning but also encourages communication andcollaboration.

Neil, who has managed much of the construction of the DLG and is ultimately responsible forits continued development and maintenance, has developed a bespoke service based on thesuggestions of staff, students and parents. The success of the DLG must be attributed in nosmall part to the students and their guardians who have embraced the idea and access the siteregularly. To ensure continued interest in the DLG, Student Council members are very muchinvolved in future plans and they have an important role in influencing the way forward.

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The DLG is used effectively for:

• Enabling 24/7 access;• Handing in homework electronically;• Uploading text books as a resource;• Offering software applications such as Open Office and Adobe Reader for convenient download;• Testing pilot schemes;• Managing those that don’t have computer access at home by adapting content for games

consoles and mobile phones. Students have access to the library and homework clubs etc. outside of school hours;

• Continuing education and communication during snow days;• Parents forum.

The Academy recently piloted a new homework initiative amongst Year 7 pupils which involveda whole years worth of homework being uploaded onto the DLG for students to work on at theirown pace.

The scheme had many similarities to the home study courses available online, where studentstake responsibility for managing their own work schedules and consequently their own learning.

Teaching staff were surprised and delighted at how quickly the homework tasks were attemptedand submitted through the DLG.

The vast majority of students demonstrated not only a higher level of productivity but also showeda more conscientious approach to their studies.

The DLG enables pupils to upload tasks and homework to an area that is completely safeand secure, viewable only by the individual who submitted the work and by teaching staff.

“Our portal has gone from strength to strength, since itwas introduced four years ago. Now, we cannot envisageschool life without the DLG; it is an invaluable teachingand learning resource for everyone.”

N DaviesDLG Administrator King James I Academy

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Helping to ensurethe safety of yourstudents, staffand visitors.

Offering everything from electrical

testing to radiation monitoring.

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Cleaning Equipment Maintenance and Repairs

Cleanliness and tidiness may seem low on the agenda of teaching, but we all know thata clean, safe and healthy school makes for a better learning environment.

We can ensure that your vacuum cleaners, floor polishers and buffersare serviced and maintained to keep them in good working order.

Whilst consumable items are chargeable, there’s no need to worry about costlyparts or replacement cables as they’re included!

Cooker Maintenance and Repairs

With technology seemingly at the forefront of the 21st century, there is still aplace in the curriculum for more traditional subjects such as food technology.

Budding chefs need safe, working equipment, which is where we can assist.

This service ensures staff and students are protected by maintaining, repairing andtesting cooker equipment in line with Gas Safe and/or electrical standards.

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Local Exhaust Ventilation (LEV) Testing

With lots of experiments going on in the Science department it is essential that wastegases are extracted to leave a safe teaching and learning environment.

This service ensures your Science department fume cupboards are testedin line with COSHH regulations.

Design and Technology Maintenance and Repairs

In order to safeguard students and staff when working in a workshop environment where accidentsare more likely to occur, it is imperative that your equipment is maintained and repaired in line withcurrent British Standards.

The service offers an electrical, mechanical and sound level check on all workshop items includinglathes, bandsaws and bench drills.

Detailed reports and maintenance evidence will help protect your school in the event of an injury.

“Routine maintenance and testing have been completed and recordedefficiently as and when necessary, technical help and advice are only aphone call away.

The workforce is polite, flexible, and highly skilled therefore always ensuringthat work is carried out quickly and with the minimum of interruption to thedaily school routines.

I would wholeheartedly recommend the team and servicesprovided to any other educational establishment.”

Mr I StonehouseAssistant Head TeacherSt Leonards Catholic School

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Portable Appliance Testing (PAT)

The law dictates that any piece of electrical equipment used by students, staff or visitors must beinspected to comply with the Electricity at Work Regulations 1989.

Our well established PAT team are familiar with the layout of schools and how theyoperate. We offer a fully flexible service, which can work around you to ensure

any disruption is kept to an absolute minimum.

Another key benefit is that our comprehensive documentation can act asan inventory for your site, and link into your MIS Equipment Register database.

Electricity is a familiar and necessary part of every day life, and we can help you takesimple precautions to reduce the risk of serious injury or damage to your property.

“The Technicians were very polite and pleasant and carried out the workin a very professional manner.”

Carol MusztacsHead Teacher Kelloe Primary

Radiation Monitoring and Testing

Employing a fully trained Radiation Protection Supervisor means we cansupport your school in ensuring the harmful radiation sources kept in yourScience department do not affect the health of students, staff and visitors.

The service involves measuring and recording radiation levels, as well as providingadvice on legislation and best practice. A secondary remedial service is also availableat an extra cost depending on the work to be completed.

Biennial testing and inspection protects you by certifying your schools compliance with statutorylegislation under the Ionising Regulations 1999.

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In addition to standard contract

work,we also offer a range of

bespoke services.

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Air Conditioning Installations

We can install air conditioning units to various locations situated throughoutyour school including ICT and server rooms.

Engineers hold a J 11-FGAS Category 1 certificate, allowing them to safelyundertake installations using the latest Mitsubishi units.

Consultancy and Procurement

If you’d like to improve the use of ICT in your school but are unsure what’s outthere or what to do with it, we can help.

We offer a free, unbiased consultancy service, providing you with bespokeadvice and recommendations appropriate to your school, taking into accountfactors such as educational need, suitability and budget.

The unrivalled relationships we have with an array of key suppliers means that we can negotiateand purchase on your behalf, gaining competitive discounts for you.

CommissioningVanilla networks

The Windows based Vanilla Network offers a flexible and secure networking solution to schools.

It’s called ‘vanilla’ as it literally comes ‘plain’ and without any educational resources. This is a benefitto schools as it means you then only need to purchase and install the resources you actuallyrequire, potentially leading to significant cost savings.

Having this flexibility means that Vanilla Networks provide excellent value for money.

This solution provides an economic alternative to RM CC3 and CC4.

“The network solution provided by ICT Services was chosen as itrepresented excellent value for money whilst maintaining standards.

The savings made through purchasing this system haveallowed us to put more laptops and peripherals intoclassrooms, giving our children a wider and more hands-onexperience of ICT.”

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RM CC4 networks

An RM network offers a fully managed ‘out of the box’ networking solutionwhich encompasses everything from hardware such as servers and computers,right down to bespoke software.

A comprehensive window box of resources enables teachers to deliver theschool’s curriculum with minimal management using one solution.

Design and Print Services

Design and Print offer a one stop shop for all your design and printrequirements. The following elements can be used individually or collectively:

Creative DesignA team of experienced creative designers are available to assist you in the development of a rangeof media solutions including the branding or re-branding of your organisation, exhibition materials,web and digital media requirements. We listen to customers, providing imaginative yet functionalsolutions, and give informed advice through the entire process.

Printing SolutionsWorking to the highest standard we can offer a wide range of cost effective printing solutions to meetyour requirements. From the smallest to the highest volume and with outstanding black and white orcolour quality, we can help you produce a variety of documentation including reports, flyers, leaflets,folders and posters.

MailingMail fulfilment helps you to target mail directly to individuals in a cost effective manner. It takes awaythe labour intensive task of printing, addressing and enveloping letters and/or multiple documentsinto one package ready for delivery.

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Electrical Installations

Our competent team can undertake a broad range of electrical installations,completed in accordance to the current 17th Edition Wiring Regulations.

• Installation of electrical sockets;• Upgrading lighting systems;• Electrical installations in computer suites;• Installations in technology rooms;• Electrical maintenance work.

Device Encryption

Do your computers, laptops or mobile storage devices have confidential data stored on themsuch as names, addresses, dates of birth or passwords?

Do staff take laptops or other mobile devices home?

Have you considered what would happen if one was lost or stolen?

Fines from the Information Commissioners Office for data breaches can run into hundreds ofthousands of pounds. Device encryption ensures that data stored on a device is only accessibleby authorised people, preventing data violation in the event of loss or theft.

We can encrypt laptops, computers and other mobile storage devices.

Speak to us about how we can help you ensure your data is safe wherever you take it.

Forensic Investigation and Reporting

ICT is an invaluable tool that if used in the right way can transform teaching and learning.

Unfortunately it can also be used to detrimental effect, enabling cyber bullying, inappropriateinternet access, fraud and much more.

Our team of EnCase certified examiners can assist in the investigation of such computer relatedoffences.

If you’d like our experts to investigate an incident at your school, no matter how big or small,we’re here to help.

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Gas Pipe Work

A Gas Safe Engineer is available to install new pipe work and equipment.All work is undertaken in accordance with the Gas Safe Regulations.

Projector Cleaning

Is your projector looking blurred, unclear or dirty?

Dust can easily gather on the lenses and distort images. To keep it in tip top condition werecommend you have a projector cleaned at least every 18 months.

A collection, cleaning and returns service is available, leaving your projector image as good as new.

Sales

Due to close working relationships developed with suppliers and the ability to purchase in bulk,goods can be procured at a discounted rate.

Products range from ink cartridges to vacuum cleaner bags, and from USB sticks to back-up tapes.

A speedy delivery service is also included free of charge.

Security Audit Service

How secure is your password? How do you protect the data you store about your students,school activities and lesson planning? Are you a target for internet hackers due to the natureof your organisations and the information you have?

Let us test your security systems and processes. Our trained Data SecurityOfficers have an in-depth knowledge of what threats are out there and howyou may be targeted.

Let us help you keep your data and systems safe and secure.

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White and Brown Goods Repairs

We can support you with the installation and repair of white goods such aswashing machines, dishwashers, tumble dryers, laminators and shredders.

Virus Cleansing

If you have a suspected or confirmed virus on your network our skilled staffare on hand to support you.

We provide telephone support to assist in the removal of the virus, as well asoffer advice on the measures you can put in place to prevent future attacks.

Technical Installations

Our team is proficient in procuring and installing a diverse range of solutionsincluding:

• Interactive whiteboard systems;• Plasma screens;• Hall audio and visual systems;• Sports hall installations;• Audio systems;• Media suites;• Wireless networks;• Data cabling and fibre optic installations.

Specifications are designed to meet your individual needs. We then fully manage the projectfrom the initial survey, right through to performance testing and evaluation.

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Notes

Contact

Contact us for more information on the services we offer.

Phone: 03000 265 132

Email: ictbusiness@durham.gov.uk

ictbusiness@durham.gov.uk03000 265 132

With almost 20 years experience, ICT School Servicesprides itself on delivering a reliable, friendly and competentservice to its customers.

The services offered range from Health and Safety towebsite support; and from Portable Appliance Testing (PAT)to broadband filtering.

Read more about the wealth of high quality serviceswe have to offer at very competitive rates.

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Contact us - 03000 265 132 / ictbusiness@durham.gov.uk