The ICT service

Support for Agora and In Touch

The Challenge

Electronic communications are increasingly important in people’s lives.  Keeping in touch with parents and others is extremely important for all schools.  Parents increasingly expect to use online systems to pay for goods and services and send and receive information about their child and schools have to respond to this.

The Solution

Capita (suppliers of SIMS) provide two products to address these issues: a school payments system (Agora) and a communication solution (In Touch).  Designed for schools and integrated with SIMS, these two products provide fast and reliable online payments, email and text messaging – offering low cost, real-time engagement with parents and carers, teachers, students and governors. 

With In Touch you can:

  • send messages to any individuals or groups, including SIMS Discover groups
  • send cover slips to teachers
  • send exams reminders to students and/or parents
  • link school messages to Unexplained Absences
  • organise Templates in category order.

With Agora you can:

  • provide your school with a cost-efficient, secure and simple way to collect payments from parents and sell school items online for trips, activities, meals, uniform or other school items.
  • have peace of mind that SIMS Agora is securely integrated with SIMS – making the most of the pupil and parent contact information already managed by the school.
  • be confident that payments are being handled properly.  Capita payment processing is hosted in Capita’s own Data Centre - the first in Europe to achieve PCI DSS Level 1 ‘hosting provider’ certification.
  • The ICT Service provides Helpline support on all aspects of the use of Agora and In Touch.  Our trainers are also approved to train the system.

How Our Service Works

The ICT Service will:

  • provide service desk (The Helpline) support on all aspects of the use of Agora and In Touch, which together with our other support services make us a ‘one-stop-shop’ ICT support service for schools.  Calls are handled in accordance with our normal procedures and targets for resolution.
  • provide Agora and In Touch training courses to schools
  • provide an ‘implementation service’ to new Agora and In Touch users
  • log development/change requests with Agora and In Touch on behalf of customers where these need to be escalated to Capita.


All schools in Cambridgeshire.  There is no additional charge on your SLA for support for this product.


There is no additional charge on your SLA for support for this product.

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what people say…

  • I have been in this job over 10 years and find the team a comfort at times of stress over jobs that have gone wrong. They are a credit to the service.

    Rebecca Mack, Business Manager, The Fields CC

  • Very helpful, I like the way that The ICT Service can come on to the system remotely it saves so much time!

    Chris Cater, Cottenham Primary School

  • Emma always explains what you need to do very clearly and is extremely helpful - Thank you

    Sue Scott, Alderman Payne Primary School

  • The course answered all my questions but went far beyond my expectations. Very good value for money. I also appreciate the handbook.

    Margaret Carpenter, Longsands Academy

  • Really clear, easy to follow course with some great ideas.

    Sarah Dodsworth, Wisbech St Mary Primary School

  • Everyone I deal with on the Helpline is helpful and patient especially understanding the pressures we're under. It's lovely to know we have an efficient team available when needed.

    Lynn Hilling, The Vine Primary School

  • I was given extremely clear and understandable instructions to help me find my way through difficulties.

    Sue Bardell, LLDD Team, CCC

  • I always find the technical team extremely helpful and knowledgeable and very patient with whatever question you ask!

    Emily Lewney, Bar Hill Community Primary School

  • The Helpline are always great when I ring and try to sort the problem there and then at all times if possible. Great service.

    Paula Beeby, Coates Primary School

  • ...really helplful during a very stressful time...

    Secondary School ICT Technician

  • We have used The ICT Service now for many years, and have the highest praise for all the departments we deal with (we couldn’t live without our ICT technician or the helpdesk!).

    Weatheralls Primary School

  • All courses that I have attended are so helpful and are explained in terms that I can understand and I am not afraid to ask questions.

    Sarah Walker, Thorndown Primary School

  • The trainers was very happy to answer all questions so that we are able to use the system in the most effective way for our school

    Alison Rowbotham, The Weatheralls Primary School

  • I found the whole session incredibly useful. You gave us lots of useful resources to take back to school and even more to think about.

    E-Safety Course

  • I just wanted to let you know how happy we have been with a recent server installation at school. Great service and so prompt.

    Head, Abbots Ripton C of E Primary School

  • Thank you. The e-safety session was one of the best uses of time that I have had for a long while.

    E-Safety Course

  • Always helpful to guide me through the troubled waters of the Post 16 Census! I don't know how I would manage without them.

    Christine Bradshaw, St Ivo School

  • I don't know what I would do without The ICT helpline. I have always found them to be friendly and supportive whenever I have called

    Primary School Secretary

  • I attended a truly fantastic course which has really opened my eyes to how I can use SIMS to support my data analysis.

    Yasmin Trace, Hatton Park Primary School

  • Lorraine on The ICT Service Helpline was very patient and friendly and seemed genuinely pleased to be helping me.

    Sheena Marsh, Sawtry Infant School

  • Our Technician always goes the extra mile for us. He understands our school needs and limitations. He is considered to be one of our school team.

    Primary School Headteacher

latest tweet

  • Scheduled downtime is complete, all services are back online. For support, contact The ICT Service Helpline on 0300 300 0000 #ICTDowntime

    1 week

Tel:0300 300 0000