SICTS SIMS ConferenceWednesday 4th March 2015

Steven HuttonBen FeltonMark Blackwood

Telephone/Helpdesk: 0845 6436802Email: helpdesk@schoolicts.co.uk www.schoolicts.co.uk

WIFI code - village

Agenda08.45 to 09.15 Tea/Coffee

09.15 to 09.45 Welcome, Update and SIMS Roadmap Steve Hutton/Mark Blackwood, School ICT Services

09.45 to 10.15 SIMS Product update Matthew Norris, Capita

10.15 to 10.45 Coffee Break

10.45 to 11.45 New Features in SIMS includingPrimary Assessment – Assessment without levelsEnd of Key Stage data collections

Ben Felton School ICT Services

11.45 to 12.15 Keeping Track of Good Governance John Walker, Education Law specialist

12.15 to 13.00 Restaurant Lunch + Tea/Coffee

Partnerships

• InVentry Visitor Management– Only visitor system with SIMS technical partner status = can be used to

record late children– Demonstrations available at your school– Finance packages available

• Impero network/classroom management tools– Used in 30% of all UK High Schools and now also supplied as a Primary

school package

• Genee Interactive Touchscreen Solutions

School ICT Services - Company Update

• Thank you for your custom!• Continued growth over last 12 months

– Increased market share in Leeds – now 160 schools contracted to us

• Better equipped and more spacious dedicated training facility at Mortec

• SLA documents should now be with you, please return them asap

Staff Changes

• Zero staff turnover on support team = consistent reliable service

• Emma Whiteman moves into customer account management

• Clare Barnett joins us as Business Administrator – sales and general office administration

• Johanna Rose joins as Marketing Manager

Autumn Term 2014 Customer Survey*

Score of 1 - 68%

Score of 2 - 28%

Score of 3 - 4%

How do you rate the overall service last term (out of 7)?

Stayed the Same- 70%

Worsened – 3%

Improved - 27%

Has the service stayed the same, worsened or improved?

*114 schools responded to the telephone survey

Capita Accreditation 2015

• Capita Accredited SIMS Support Team status• First Accredited in 2010 and then re-accredited in 2012• Now commenced the re-accreditation process• Assessment undertaken by Capita

– Customer survey – must get a high response from customers and hopefully positive!

– Customer site visits– Training and help desk evaluation

Microsoft Office 365 (O365) Update

• Now in use by the many schools as an email solution (unless using GoogleDocs or something similar)

• SICTS providing support on O365 to contracted customers though the Service Desk

• Why not use O365 to share information across the school, with parents or just as a staff portal?

• Microsoft’s OVS-ES subscription licensing package and O365 = Student/faculty/staff advantage = Free Microsoft Office 2013

Technical Service Update

• Leeds City Council – Globalscape EFT• Microsoft SQL Server 2012 Migrations

– Installed on all Primary customer severs– Migration still to be run

Key SIMS Technical Updates

• Microsoft Windows Server Operating System– Server 2008 – support continues– Server 2012 – support continues

• Microsoft Windows Desktop Operating System– Windows XP Pro and Vista – No longer supported– Windows 7 Professional – support continues– Windows 8 Professional – support continues– Windows 8.1 Professional – support continues

Key Technical Dates

• Microsoft Office– 2003 – No longer supported*– 2007 – support until Spring 2016– 2010 – support continues– 2013 – support continues

• Microsoft SQL Server– 2008 and 2008 r2 – support until Summer 2015– 2012 – Support continues– 2014 – Support from Autumn 2014

Helpdesk and OpenCRM Update…

• Continuing to cross skill• Started using OpenCRM 3rd November• Escalation tools are helping us to improve performance• We are continuing to get better using it• Identified areas for development

Total Telephone Calls (SIMS Team)

Month Total Conversations

Total Call Duration

Ave Call Duration

Longest Call

September 1183 83h 02m 19s 04m 12s 1h 37m 28s

October 3545 273h 21m 20s 04m 37s 3h 56m 07s

November 2972 219h 37m 15s 04m 26s 1h 49m 12s

December 1762 100h 19m 50s 03m 24s 1h 05m 10s

January 3190 218h 34m 19s 04m 06s 1h 44m 46s

February 2076 129h 46m 45s 03m 45s 1h 39m 04s

SIMS Call Stats 2013-14 – Term Time

• Total Calls Logged - 6348• Average per day – 32.55• Calls responded to within 8 working hours – 92%• Calls resolved within 8 working hours – 78%• Calls logged with Capita – 3.8%

Closed Helpdesk Calls (14/11/2014 to 13/02/2015)

• Total SIMS Calls – 1988• Calls responded within 5hrs – 90.59%• Calls responded within 8hrs (SLA) – 98.59%• Calls closed on same day – 76.36%• Calls closed in 0-3 days – 94.72%• Calls closed in 0-5 days – 97.36%

OpenCRM Developments

• Reporting• Portal• Targeted support

You Can… Have your own SICTS portal login

You Can… Keep your details up to date

You Can… Check your Open Calls

You Can… View Call Details

You Can … Log New Calls

We can send… Automatic Email confirmation

We get… Email Alerts when portal calls are logged

We can… send Email updates about your call

You can… Access FAQs (needs some work)

Open CRM next steps

• Portal roll out• Email facilities• Pro-active support through user preferences• FAQ and searchable knowledge base

Portal Roll Out

• We will ask customers for an initial list• Once accounts are created an individual Email will be

sent out with Web address and login details• Portal users can choose to complete Areas of Interest

section.• We promise NOT to spam you with emails

Please remember…

• All existing methods of contact remain available…– Telephone, Email, Fax, Letter, Carrier Pigeon

• We still expect the majority of what we do to be done by phone

• This is an addition to our service• If you don’t want a portal login, you don’t have to have

one!