Services offered 2012/13 - Sunderland Learning Hub

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In addition to the above EDit staff will also provide support to ensure continuity of service duringtimes of particular need, e.g. census, summer exams results, start of academic year.At any time, customers may notify us of incidents by email, fax or web. We may makeautomated and other access in order to efficiently maintain and repair systems, and we maynotify customers by email, fax or web. Estimated response and resolution times will be notifiedper incident, on request.All Staff within ICT working with schools are CRB checked.MONITORING AND EVALUATIONReports taken from performance against Service Plan and EDit Team Plan.Through use of Sostenuto ( Service Desk System) to monitor work.Surveys.SCHOOL RESPONSIBILITIES• Customers must ensure that staff have been trained in software modules as necessary toensure effective use to meet statutory and other obligations in a timely manner.• Customers should make use of the EDit web site for guidance, reference and reminders.• Customers should name one main point of contact, to whom we will occasionally emailupdates and information.• A complete daily backup is of prime importance. All users must log off each night to ensurethat this is possible. EDit will backup pupil, personnel and other data, as agreed, off siteeach night. Schools with large administration networks with many users, and serverscontaining vital data and documents, are advised to invest in their own additional backuparrangements (e.g. to tape).• Computers and programs should be shut down properly. On larger or vulnerable systems,or where advised, servers should be powered through a UPS to protect against mains faults.• Customers should ensure the physical security of their servers, computers and data.Customers should ensure that access to data is limited as they wish and intend. Usersshould have unique Ids with their own passwords. Policy documents are available forguidance.• Schools should ensure that policies are in place, which ensure compliance with all currentlegislation as well as best practice.• Support and guidance should only be sought and taken from EDit. Only a customer’s ownstaff and EDit staff should work on systems. Repairs must only be attempted by EDit or by acustomer’s staff following our instructions.• Malfunctions or system faults must be reported immediately. If necessary, all work must besuspended and users logged out until and while repairs are undertaken.• To ensure the most timely response to incidents which are raised, customers should enable:a) network access to systems for EDit staff at all timesb) physical access to systems during the working day, on requestc) physical access to systems beyond working hours and outside school term time, byarrangement• Where customers are working to deadlines, work should be undertaken to allow adequatetime for EDit to help effectively.72
• Customers may elect to use administration software other than SIMS. Support of thosesystems will be outside the terms of the EDit SLA, and it is the school’s responsibility tosupply data to the central administrative system in a suitable format.• The costs of providing network access into the school must be borne by the school and arebeyond the scope of this SLA.COMPLAINTS/DISPUTESIf a school is dissatisfied with any aspect of the service it has received the complaints procedureat the back of this booklet should be followed. Every effort will be made to resolve disputesquickly and effectively.Back to Contents73
Page 1 and 2:
Services to Schools2012 - 2013Servi
Page 3 and 4:
CONTACT NAMEPAGEManagement Support
Page 5 and 6:
ADMISSIONS SERVICETEAM MANAGER:Val
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MONITORING AND EVALUATION:• Revie
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SERVICES OFFERED UNDER THE SLA:Leve
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All service users have access to a
Page 14 and 15:
Face to Face -IAG interviews and Tr
Page 16 and 17:
COMPLAINTS/DISPUTESIf a school is d
Page 18 and 19:
COST OF SERVICES:Standard Placement
Page 20 and 21:
EDUCATIONAL PSYCHOLOGY SERVICETEAM
Page 22 and 23: COST OF SERVICES:Charges are based
Page 24 and 25: EDUCATION SAFEGUARDING SERVICETEAM
Page 26 and 27: EST Support Packages:Band A establi
Page 28 and 29: COST OF SERVICES:As this service is
Page 30 and 31: Information, including details of f
Page 32 and 33: FINANCE SERVICETEAM MANAGER:David M
Page 34 and 35: • Production & Analysis of Benchm
Page 36 and 37: COMPLAINTS/DISPUTESIf an academy is
Page 38 and 39: ACADEMY RESPONSIBILITIES• The Aut
Page 40 and 41: • Training Needs AnalysisThe Heal
Page 42 and 43: contractors and members of the publ
Page 44 and 45: The audit will involve: -• Openin
Page 46 and 47: maintenance and construction contra
Page 48 and 49: ObjectivesBy the end of the course
Page 50 and 51: Back Care and Manual Handling of In
Page 52 and 53: Competence of professional Health a
Page 54 and 55: HUMAN RESOURCES ADVICETEAM MANAGER:
Page 56 and 57: COST OF SERVICES TRADED SERVICES ON
Page 58 and 59: SCHOOL ICT NETWORKHEAD OF SERVICE:T
Page 60 and 61: The Virtual Learning Environment (V
Page 62 and 63: School TypeCore Network ChargesNurs
Page 64 and 65: SCHOOL ICT SERVICES (EDIT)HEAD OF S
Page 66 and 67: • Use with supported administrati
Page 68 and 69: Response Time B where the problem i
Page 70 and 71: mind its importance and urgency rep
Page 74 and 75: OCCUPATIONAL HEALTH ADVICETEAM MANA
Page 76 and 77: SpirometryAll employees exposed to
Page 78 and 79: SUNDERLAND CITY COUNCILOCCUPATIONAL
Page 80 and 81: MONITORING AND EVALUATION• Intern
Page 82 and 83: Services offered under the SLA to J
Page 84 and 85: estimates, National Standard Progre
Page 86 and 87: SUPPORT & INTERVENTION TEAMTEAM MAN
Page 88 and 89: • support the development of lead
Page 90 and 91: Monitoring of KS2 SATs administrati
Page 92 and 93: • Health check-SIP type visit and
Page 94 and 95: SCHOOLS LIBRARY SERVICETEAM MANAGER
Page 96 and 97: c) A selection of story bags for Fo
Page 98 and 99: COST OF SERVICES:The Schools Librar
Page 100 and 101: Advice and supportAdvice and suppor
Page 102 and 103: The Academy prospectus shall includ
Page 104 and 105: SERVICES OFFERED:Due to the nature
Page 106 and 107: Local Government Pension SchemeProd
Page 108 and 109: • The current software in operati
Page 110 and 111: • The SSC will monitor in conjunc
Page 112 and 113: COMPLAINTS/DISPUTES:If an academy i
Page 114 and 115: ‘clerking hour’ which includes
Page 116 and 117: COMPLAINTS/DISPUTESIf an academy is
Page 118 and 119: All beds are either chemically trea
Page 120 and 121: REFUSE AND RECYCLING SERVICE FOR AC
Page 122 and 123:
• The Service benchmarks its char
Page 124 and 125:
SERVICE DELIVERY MECHANISM:Access t
Page 126 and 127:
SERVICE DELIVERY MECHANISM:Inspecti
Page 128 and 129:
SECURITY SERVICES, CASH IN TRANSITT
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COMPLAINTS/DISPUTES:If an academy/s
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Energy Audits andSurveys• Monitor
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ACADEMY PREMISES - DUTY TO MANAGETE
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SERVICE STANDARDS, MONITORING & EVA
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• Management of Council Keyholdin
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BUILDING CLEANING SERVICETEAM MANAG
Page 142 and 143:
equired (e.g. when sealing wooden f
Page 144 and 145:
Investors in People• Building Cle
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BUILDING SERVICESTEAM MANAGER:Colin
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A telephone satisfaction survey is
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• Builders clean following altera
Page 152 and 153:
Information derived as a result of
Page 154 and 155:
The Building Cleaning Service will
Page 156 and 157:
ACADEMY / SCHOOL RESPONSIBILITIESTh
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FOOD SERVICE PROVISION• Complianc
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• Absence monitoring and welfare
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COST OF SERVICES:Charges will be de
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BEHAVIOUR SUPPORT SERVICETEAM MANAG
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MONITORING AND EVALUATION:All aspec
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