Geographical Support

1 Overview of Curriculum Support Team 1 Area Service Co-Ordinator Team Lead 2 Area Service Co-Ordinators (Mid & West Area) Ross, Skye & Lochaber Operational Area 1 Area Service Co-Ordinator Team Lead 2 Area Service Co-Ordinators (Mid & West Area) Ross, Skye & Lochaber Operational Area 1 Area Service Co-Ordinator Team Lead 2 Area Service Co-Ordinators (North Area) Caithness, Sutherland & Easter Ross Operational Area 1 Area Service Co-Ordinator Team Lead 2 Area Service Co-Ordinators (North Area) Caithness, Sutherland & Easter Ross Operational Area 1 Area Service Co-Ordinator Team Lead 2 Area Service Co-Ordinators (Inverness Area) Inverness, Nairn, Badenoch & Strathspey Operational Area 1 Area Service Co-Ordinator Team Lead 2 Area Service Co-Ordinators (Inverness Area) Inverness, Nairn, Badenoch & Strathspey Operational Area 9 CSEs supporting 9 Secondary Schools: 2 Special Schools: 54 Primary Schools: 10 CSEs supporting 10 Secondary Schools: 2 Special Schools: 78 Primary Schools: 10 CSEs supporting 10 Secondary Schools: 1 Special School: 51 Primary Schools: Curriculum Service Manager

Service Delivery  Brand new contract for all  Working with a wider team with more support  Geographically organised (Focused on ASG Structure)  Curriculum focused  Part of the Service Delivery community  Career and development planning  Career opportunities within the Highlands plus wider

Transferring the Service Transfer of knowledge, processes and documentation Identification and review of existing knowledge repositories Operations manual(s) (processes, procedures and work instructions) - identify and quality assess and where applicable document and / or enhance Interviews and knowledge capture with Authority staff responsible for delivery of the transferring services Technology and Service Assessment Review and understand the current Curriculum ICT estate Merge the Curriculum Help Desk with our existing Service Desk to form a single, unified Service Desk. Review service governance framework Agree the build management process for new and existing hardware, as well as agreeing the required level of spares to support the estate. Review the existing tools used to monitor and support the existing Curriculum infrastructure and where appropriate integrate with the Fujitsu’s monitoring platform. Connect to existing Curriculum ICT programmes such as the GLOW Pilot, HVLC and Phoenix and build on the close collaboration with schools which has already been established during the Pathfinder North rollout Ensure that there is an agreed position regarding In-Flight Projects

Service Delivery Model Fujitsu will create three new roles of Curriculum Service Manager (CSM), Area Service Coordinators (ASC) and Customer Service Engineers (CSE). The CSM will have overall responsibility for Fujitsu’s support to ECS and schools throughout the Council. This individual will have overall responsibility for the operational delivery and management of the service. Each of the Council’s three ‘Operational Areas’ will have three ASCs from the Fujitsu team to support the day to day service The ASCs will also have a role in strategic and innovative developments The ASCs will manage the activities of the locally (ASG) based but mobile Customer Service Engineers (CSE) CSEs will continue to have a Secondary school presence/accommodation, but will have a ‘mobile’ capability allowing them to provide service across a number of Secondary, Primary and Special schools within the local area. CSEs will have more time to provide added value support to schools as some of the work they currently carry out will be supported from the Fujitsu Service Desk in Alness In summary, the overall structure, resources and service delivery model will provide a specialist, high quality, effective and responsive mobile service delivered at the local level.

Relationships

Service Delivery Model  Flexible delivery model  During interim stage user contact is via  Service Desk, Onsite Customer Service Engineer & Area Service Co-ordinators  To be model user contact is preferred via the Service Desk (with flexibility)  ITIL Toolsets process and procedures in place  Service Levels (consistent across Primary & Secondary)  Focused on Education  ASC working with the School & ASG ICT on Strategy (Glow, Curriculum for Excellence, Integrated Learning Communities)  Innovation (Thinking out of the box i.e. test areas)  Working with Teachers i.e. carbon footprint, lunch & learns, Community Benefits program, Highland JAM