Accreditation success for The ICT Service 2018
Support Services for Capita SIMS and FMS
From left to right: Paul Stratford, Rob Gorst, Vanessa Green, Donna Flynn, Jane Ryan and Anne Trace (The ICT Service Helpline and Support Team) with Jonathan Dunthorne (Director, Capita), Dave Ager (Operations Manager, The ICT Service), Matthew Nall (Professional Services Manager, The ICT Service), John Chapman (Manager, The ICT Service), Jonathan Lewis (Service Director for Education, Cambridgeshire County Council) and Zoe Sideserf (Customer Success Manager, Capita)
In February this year, The ICT Service submitted itself to a rigorous assessment of its support services for Capita SIMS and FMS, the most widely used administrative and finance systems used by Cambridgeshire’s schools. The process required The ICT Service to carry out a self-assessment of its service desk, technical and training support services as well as business management and customer service. Capita then ran an independent survey of schools to validate this self-assessment; they also visited a primary and a secondary school for more in-depth insight into the support provided.
The team were successful in being reaccredited for the 7th time, having been first accredited in 2003. At the presentation on Thursday 31 May 2018, Jonathan Lewis was present to represent the Council at the award ceremony at The ICT Service Training Centre, St Ives and said, “The award is a fantastic recognition of the partnership we have with Capita but also the hard work and determination staff from The ICT Service give to deliver high quality and resilient services to schools in Cambridgeshire. I am delighted they have been recognised in this review.”
Jonathan Dunthorne, a director at Capita ESS noted particularly the impressive comments in the survey that testified to the quality of services provided.
James Tattersall, the Capita assessor commented: “Worth particular mention are the core services the team supplies to schools. Customer Services, Communication and all areas regarding the Helpdesk are highly valued, as is the friendliness, professionalism and competence of the team members.
“The impressive response rate of 53.6% achieved from the survey demonstrates that the team is clearly well-respected by the schools that they support. Over half of schools responded to the survey of which over 28% of these schools also took the time to leave a comment about the team… one comment from a Business Manager/Bursar within a primary school highlights the value that this sector places on the support service “I would just like say that any time I have rung The ICT Service team, I get a brilliant service. The staff are always supportive and will go above and beyond to help. With so many services shrinking and work load increasing for all, this service is vital to support the schools moving forward.”
Another comment from a secondary school’s admin officer echoes the feelings of the primary schools: “Support team are superb – I wouldn’t be without them.”