New Way of Logging Calls with ICT (Sunrise)

Currently 6 willing schools are testing out the new Service Desk Portal for Schools which is called Sunrise.

The Portal allows you to easily log calls with ICT and check on the progress of all your calls easily. You will also benefit from an email each time a call is logged and also an email when the call is closed. This will help schools keep up to date with where ICT faults and requests much easier than they can currently.

Once we have collected and collated the feedback from the pilot sites we will begin rolling out the solution to all schools early in the new year. For further information on what to expect please find below one of our “How to Guides”.

Sunrise Customer How To Guide

GDPR Update

Please find below an updated list of software which has been measured against the new GDPR standards and how they have been assessed. This information can also be found in the Schools Bulletin 17th September 2018.

Systems/Apps assessed likely to comply with data protection principles

Systems/Apps assessed unlikely to comply with data protection principles
These can only be used if personal data is not entered

ABC Music Active Learn (Pearson) *
Adobe Spark Abacus (Pearson) *
BBC Bitesize Bug Club (Pearson) *
BBC Education Class Dojo *
BBC iPlayer Dropbox
Big Maths Edmodo
Class Charts Heinmann Active Maths (Pearson) *
Classtools.net eJass
Education City On the Button
Facebook (follow Council procedures for social media use) Padlet
GL Assessment Parents’ Evening Booking (parents-booking.com Net Media)
GTCS Rapid (Pearson) *
iDoceo Science Bug (Pearson) *
Learning Journals Seesaw *
Mathletics Showbie
Microlib Wordsmith (Pearson) *
My World of Work
Pebble Office 365
SQA
SQA My Study Plan
SQA Solar
Sumdog
TES
Twitter (follow Council procedure for social media use)
University of Edinburgh MyEd
WordPress
Yenka (Sumdog)
YES (Young Enterprise Scotland)
YouTube
Systems/Apps assessed likely to comply with data protection principles Systems/Apps assessed unlikely to comply with data protection principles
These can only be used if personal data is not entered

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Your Feedback On ICT Provision In Moray

Before the summer holidays we asked teachers and school staff to complete a survey about the use of ICT in schools. We had more than 600 responses, more than half of which came from teachers. Thank you to everyone who took the time to respond to the survey; your views will help us create a representative, forward-thinking ICT strategy for schools to use in 2018-23.

Survey headlines

    • There was a good respondent representation from every ASG Area (Buckie 15.3%, Elgin Academy 15%, Elgin High 10.5%, Forres 15.8%, Keith 9%, Lossie 10%, Milne’s 7.6% & Speyside 11.1%, with a further 5.8%)
  • 9 out of 10 respondents believed there were barriers to the use of ICT within Moray schools

The most common barriers were:

  • Poor Wi-Fi
  • Insufficient number of PCs and reliability of equipment
  • Lack of training/support in use of equipment
  • Lack of innovation
  • The number one priority was improved Wi-Fi – more than a third of respondents chose this as their top priority. However the responses were grouped into ASG groups, five ASGs stated more equipment was their top priority.

 

Data, comments and themes

We’ve analysed all of the data collected, and your comments, and signposted these against five themes. Below are the themes, a summary and example comments which were received.

  • Hardware

There were numerous comments regarding both the lack of equipment, suitability of equipment and concerns concerning budget to purchase equipment. There are repeated request to allow students/ teachers to utilise their own equipment on the network.

“Very outdated – other authorities have class sets of ipads, while Moray only has very old, unreliable netbooks. We need to think about the direction in which technology is moving and meet the needs of our learners more appropriately.”

  • Software

The majority of the comments were concerning frustrations with smoothwall and the blocks to sites considered suitable and poor Wi-Fi/ slow network. Many of the comments mentioned the delay to get sites unblocked, confusion as to why these sites are blocked and the belief that teachers should decide or control access.

“Insufficient bandwidth to support the number of laptops, computers and devices – to the extent that we have had to restrict use of mobile devices whenever the ICT suite is in use as otherwise around 40% of users in the ICT suite can’t get on to the network. “

  • Communication
    These comments related to the communication between Education and ICT.

“ICT needs to sit down with practising teachers to listen to them with regard to their needs. The draconian bans on access to certain sites, the failure to allow personal devices to access the internet via wifi, the blocking of emails with potential dubious language all reflect a total lack of understanding to what goes on in a school. Bluntly, professionals feel that they are not trusted.”

  • Training

Many comments referred to teacher confidence limiting ability to engage with technology with limited opportunities to develop.

Teacher confidence in changing practice”

                “Lack of training /support and lack of training and support.”

  • ASN

Comments related to the lack of suitable hardware/ software and support required to fully support those students with additional support needs

“Lack of laptops and the ones we have are very old. Software such as Clicker and Ivona could be installed across all computers to allow access for everyone. Read and Write Gold would also be helpful at secondary level. Individualised laptops (if available) could be used to support pupils who have barriers to their learning. A/shire has a very effective ICT programme to support pupils. It is very different in Moray.”

What happens next?

We’ll use the findings of this survey to inform the revised strategy. Currently the ICT strategy group for schools, which has representatives from all ASGs, meets regularly and they will be the first to have sight of the updated strategy. We’ll use any further feedback from this group to refine the strategy, before it’s submitted to committee for approval by the end of this financial year.

The equipment in school never works!

If you are having issues with your ICT equipment, ICT are keen to hear about it so that they can resolve the problems. To make sure this happens please make sure a call is logged with your schools ICT Contact. If there is no call logged on the ICT Service Desk then ICT are unlikely to know about the problem and it will therefore continue.

But I tell the engineer when he is in the school!

Unfortunately ICT deal with around 2500 calls per month, and to ensure they are all dealt with in line with the Service Level Agreements, Engineers can only work on calls that have already been logged. ICT are currently working on a new service desk which will make call logging easier as well as making it easier to see how your call is progressing

The previous posts below may also answer some of your other questions with regards to the service you receive from ICT and how you can make sure you get the best service possible.

What if you have a call number and it is not being resolved?

What can I do if I am not happy about my ICT Support?

But my call has taken ages!

When will my call be done?

Why does my School get less equipment than all of the others?

It may not seem like it but all schools in Moray receive exactly the same allocation based on the following calculation process. (When the term PC is used in this post it also equates to a Laptop or two netbooks)

  1. The calculation each year starts with the Schools pupil roll, as agreed with Education. From that we use a ratio of 1PC to 6Students in Primary schools and 1PC to 4Students in Secondary schools. This gives us the core number of modern PCs that you should have available in your school.
  2. Only PCs that are under 5 years old count towards this ratio so the next step is to find out how many PCs in your school will become over 5 years old this year which we then subtract from your current modern PC total.
  3. We then allocate enough PCs to bring your current modern PC numbers up to the correct ratio, or an equal percentage of the ratio across all schools if the budget does not allow us to hit 100% of target.

Why does my school seem to have loads of OLD PCs and Netbooks?

When PCs get to 5 years old some schools still feel they can make use of them. It has been agreed that schools can keep these until they are no longer useful or fail to help schools grow their PC estate. This is on the understanding that as they are not supported by ICT when they are over 5 years old and if they fail they will be removed. It may be that your school has more of these than other schools but you will already have received replacements for them.

But we still don’t have enough PCs!

The Council and ICT have agreed to fund a core provision of equipment for all schools to ensure that every school has an equitable share of the resource available. Schools then have the opportunity to purchase additional equipment as they require it.

Currently the ratio of devices across Moray (Including PCs older than 5 years still in use) is nearly 1PC to 2 Pupils and this does not include tablet devices.

Virtual Classroom Available In All Secondary Schools

All Secondary Schools in Moray have the ability to set up Virtual Classrooms using the new Scopia Equipment which has been installed. This opens up the opportunity for one school to run a class with pupils from another school or schools able to join in.

The equipment can also be used to Video Conference and join classes and discussions at other Educational Establishments via the Janet gateway. Full documentation on how to use the equipment is available within the schools and Morays Learning Techs are also available to provide further instruction.

Do Tablet Devices still have to be issued on a 1:1 Basis?

Tablet devices used to be issued to pupils on a 1:1 basis because there were logistical issues authenticating internet usage.

However due to recent improvements, all internet browsing from tablets now passes through the same Proxy server as normal internet usage for pupils. This means that all pupils are now required to provide personal login credentials when browsing the internet.

Schools can now freely use tablet devices with multiple pupils with only one proviso. The tablets must be completely shut down between users. This ensures that the next user does not inherit the previous users access to internet browsing.

Should you require any further information please do not hesitate to contact ICT.

2018 Equipment Allocations

Your school should have, or will soon receive, the documentation detailing the new equipment you will receive this year as part of the Core ICT Equipment refresh programs. This includes PCs (Can be changed to laptops as required by the school) and Interactive Panels.

The documentation contains full details on the equipment available and a list of upgrades that the school can purchase if they so wish. The pack also contains details on what your school should do to schedule the replacements and installations.

Please remember that the sooner the paperwork is returned to ICT the more likely you are to receive your preferred time slots.

Should you require any further information please do not hesitate to contact the ICTServicedesk.

ICT Issues 5th & 6th October

On the 5th and 6th October ICT were made aware of issues affecting multiple schools where, after logging in, some students had access to things they normally would not, other users (both student and teaching staff) were logging in and were missing shared drives or getting a black desktop with no icons or with icons that didn’t work.  Other computers within the same school were working normally and, it is possible, some schools were not affected at all.

Following the investigation into these issues we have found the resolution is for the affected computers to be re-imaged.

To get the affected machines back in use as quickly as possible and to most efficiently use our engineers time ICT will require some information from each school affected.

Since these issues did not impact on all computers, ICT will require a list of affected machines and where possible for these machines to be moved to a single location within your school as this will speed up their return to service.

Once we have this information we will arrange for our engineers to attend site and re-image them.

 

Regards ICT Servicedesk

What can I do if I am not happy about my ICT Support?

Occasionally schools will not have an ICT issue resolved in the way they wanted or as quickly as they wanted. This can be due to multiple reasons dependent on the type of call, workload, risk and impact analysis etc.

On these rare occasions what can you do?

ICT and Education have an agreed escalation process which can be followed. If for any reason you are not happy with the service that you are / have received please follow the following steps.

1.  Contact the Service Desk Manager. Julian Hurlstone on Julian.hurlstone@moray.gov.uk or Tel 01343 563251

On the rare occasion Mary is unable to resolve your issue to your satisfaction please move to step 2.

2. Contact the Education ICT Project Leader. David McKay on david.mckay@moray.gov.uk or Tel 01343 563697

On the very rare occasions that neither Mary nor David can resolve your issue  to your satisfaction please move to step 3

3. Contact Graham Cooper (ICT Infrastructure Manager). Graham can be contacted on graham.cooper@moray.gov.uk or Tel 01343 563698

4. Contact Vivienne Cross (Head of Schools and Curriculum Development). vivienne.cross@moray.gov.uk

If you follow this process your issue will be resolved as fast as possible.

Some may feel that they want to go straight to steps 2, 3 or 4 and miss out the steps of the process. However this will lead to delays and every one is encouraged to follow the entire process through to ensure a quick resolution to any issues.

 

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