Support for Agora and 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.

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.

Availability

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

What people say about us

As always, Rob was very helpful and sorted out my problem speedily and efficiently as I was on a short timescale!

M. Ramsey, Grove Primary about The ICT Service Helpline

Excellent help straight away. Thank you.

M. Seaton, Coates Primary School about The ICT Service Helpline

The problem onsite following our LAN re-configuration was complex, needing Matt's expertise to fully resolve our wireless and printing issues. It took a while, the issues were multiple and had to be pinned down individually. As we uncovered various issues, Matt reconfigured aspects of our switches to resolve them. All is now working well.

C. Clee, Crosshall Junior Academy about Technical Services

Quick response and problem sorted quickly. Kept informed and problem resolved - thank you!

J. Watts, Little Paxton Primary School about The ICT Service Helpline

Excellent response producing successful result. Thank you Michaela!

C. Ashley, Ely St John's Primary School about The ICT Service Helpine

No complicated IT talk, just plain, good information and help as requested.

Clerk of Governors, Swaffham Bulbeck Primary School about ELearning

I was unsure of how to put an online questionnaire onto the school website, I needed assistance with this! Help was received very promptly and efficiently and this enabled me to help another member of staff. Thank you Jo :)

A. Sheldon, Monkfield Primary School about School Website Service

Everyone on the helpdesk are so helpful and they always sort out any problems speedily and efficiently. Thank you.

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Rob was very helpful as always and resolved my query by logging into my screen to show me how to do what was needed. Thank you.

D. Hewett, Kimbolton Primary Academy about The ICT Service Helpline

What would we do without you?

C. Robinson, Meldreth Primary School about The ICT Service Helpline

Sharon was very helpful, she dealt with query very quickly

A. Watson, Orchards Primary School about The ICT Service Helpline

Always so quick and professional.

Clerk of Governors, Swaffham Bulbeck Primary School about The ICT Service Helpline

As always, the knowledge and assistance was second to none.

J. Medvesek, UTC Cambridge about The ICT Service Helpline

Jane was extremely polite, helpful and definitely knowledgeable. I was happy and confident as she explained to me how she was able to resolve my issue, and did so in a short space of time. I am always impressed how staff on the Helpline know so much!

J. Pollock, Abbots Ripton Primary School about The ICT Service Helpline

Customer service is great. Clear and concise information always given very promptly, nothing is too much trouble.

H. Leete, Gamlingay First School about The ICT Service Helpline

Really appreciated the clear guidance and information which helped fully resolve the issue I had and increase my understanding of the system I was using.

L. Billington, Granta Special School about The ICT Service Helpline

The issue was dealt with very quickly and Kath also telephoned to ensure that it was working correctly.

L. Dennis, Isleham Primary about The ICT Service Helpline

I spoke with Jane on the helpline she was such a great support giving me invaluable advise and help. I couldn't have asked for anything more. Great work.

D. O'Bryan, Great & Little Shelford Primary School about The ICT Service Helpline

Polite, professional and sorted out my issue quickly. In addition, the Helpline rep gave me tips on how to solve the problem should it arise again.

A. Howell, Monkfield Park Primary School about The ICT Service Helpline

Donna is always so helpful and resolves issues. Thank you!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

An online request was made, no assistance was given on a 1-2-1 basis, but the issue was resolved very quickly!

S. Collins, Granta Special School about Online Helpdesk – The ICT Service Helpline

Efficient, polite and kept me well informed. Lovely telephone manner. The issue was dealt with quickly enabling me to continue with my busy day. I was told exactly what the problem had been.

C. DeMartino, Castle Special School about The ICT Service Helpline

Jo Puckering was very helpful with our request. Thank you Jo!

H. Owen, Shirley Primary School about ELearning

Pleasant and very helpful. Thank you

M. Bennett, Granta Special School about The ICT Service Helpline

The engineer, Matt, worked very hard to resolve the issue as fast as possible, without his skills and knowledge the issue would have taken me much longer I cannot praise him high enough.

S. Rumbelow, Sir Harry Smith Community College about Technical Services

Always extremely helpful and knowledgeable- Thank you

E. Rudd, Hartford Junior School about The ICT Service Helpline

Always helpful and understanding, no matter how small the problem!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Really helpful as usual and sorted the problem speedily. Thank you. Will make my life much easier today!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Always good to know that Jane is just a phone call away :)

L. Fowler, Abbey College about The ICT Service Helpline

As always, no complaints with the service. Problem was resolved promptly without any fuss and certainly without making me feel useless :)

S. Pilkington, Spinning Infants School about The ICT Service Helpline

Always helpful and patient!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Issue resolved quickly by a helpful member of staff

C. Munroe, Spaldwick Primary School about The ICT Service Helpline

Life-saving restoration of folder from Central Hosting - Thanks very much.

D. Baslington, Bellbird Primary School about The ICT Service Helpline

Excellent service.

P. Steel, Castle Camps Primary School about The ICT Service Helpline

Usual helpful and patient advice. Thank you very much!

A. Maskell, St Matthew's Primary School about The ICT Service Helpline

Michaela explained problem perfectly and enabled me to create and link further codes without any problems. Thank you.

M. Seaton, Coates Primary School about FMS – The ICT Service Helpline

Very happy with all aspects of the resolution process. I even found answers to questions I hadn't asked! Thank you

C. Ashley, Ely St John's Primary School about The ICT Service Helpline

So happy you are at the end of the phone line for never-ending queries!!!

C. Robinson, Meldreth Primary School about The ICT Service Helpline

Kath answered my call and as ever was brilliant, sorted the problem out immediately and gave me instructions on how to fix the problem should it occur again.

S. Byford, Elm Primary School about The ICT Service Helpline

Donna worked very quickly to resolve the issues.

S. Butler, Holywell Primary School about The ICT Service Helpline

What would I do without you? I can't thank you enough for the way you support me, and that goes to the whole team, you are all a credit to The ICT service. Knowing you are there makes the day a bit better. I can pick up that phone have a wobble and help is on hand.

R. Mack, Fields Children's Centre about The ICT Service Helpline

Very helpful on the phone. I was very pleased with the quick response. If anything I was the one slow in responding to the email I was sent. Thank you for all your help.

J. Branch, Upwood Primary School about The ICT Service Helpline

I spoke to Donna. She is always friendly and extremely helpful as are all the Helpline team

K. Dixon, Ridgefield Primary School about The ICT Service Helpline

As always your lovely staff are helpful and instructive dealing with my often stupid mistakes!

G. Topley, Fen Ditton Primary School about The ICT Service Helpline

As I am new to the role I am very grateful for the patient and helpful approach adopted by The ICT Service Helpline Team

S. Murray, Bewick Bridge Primary School about The ICT Service Helpline

As always, Rob was very helpful and efficient.

M. Ramsey, Grove Primary about The ICT Service Helpline

Excellent help from Kath - many thanks.

M. Seaton, Coates Primary School about The ICT Service Helpline

Solved problem straight away. Many thanks.

M. Seaton, Coates Primary School about The ICT Service Helpline

I felt that the issues we had were easily dealt with and helpful advice was given.

S. Preston, Pilgrim Pupil Referral Unit about The ICT Service Helpline

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