SICTS SIMS Conference Wednesday 4 th March 2015 Steven Hutton Ben Felton Mark Blackwood Telephone/Helpdesk: WIFI code - village

Agenda to 09.15Tea/Coffee to 09.45Welcome, Update and SIMS RoadmapSteve Hutton/Mark Blackwood, School ICT Services to 10.15SIMS Product updateMatthew Norris, Capita to 10.45Coffee Break to 11.45New Features in SIMS including Primary Assessment – Assessment without levels End of Key Stage data collections Ben Felton School ICT Services to 12.15Keeping Track of Good GovernanceJohn Walker, Education Law specialist to 13.00Restaurant 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* *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 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 3 rd 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) MonthTotal Conversations Total Call Duration Ave Call Duration Longest Call September118383h 02m 19s04m 12s1h 37m 28s October h 21m 20s04m 37s3h 56m 07s November h 37m 15s04m 26s1h 49m 12s December h 19m 50s03m 24s1h 05m 10s January h 34m 19s04m 06s1h 44m 46s February h 46m 45s03m 45s1h 39m 04s

SIMS Call Stats – Term Time Total Calls Logged Average per day – 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 confirmation

We get… Alerts when portal calls are logged

We can… send updates about your call

You can… Access FAQs (needs some work)

Open CRM next steps Portal roll out 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 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 s

Please remember… All existing methods of contact remain available… – Telephone, , 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!