SIMS SLG support

[cullingsh]

It's getting worse.

 

When we have a parent whose surname has changed and they would like their Hosted SLG username changed we follow the usual process of un-provision the user, inform Capita to delete the user via helpdesk, wait a couple of days whilst it's done and then re-provision the user with their shiny new username.

 

Now, arguably it would be a much smoother process if, when a user was un-provisioned, their account in the hosted system was removed entirely rather than disabled so we could cut out some of the faff, but processes are processes and the constraints we work with.

 

 

I raised a case early in the morning on the 18th November with the username to be deleted and advised we had already un-provisioned them. 3 hours later I received an email informing of the case number. Good so far, my email made it and has been added into the queue. Didn't hear anything, for ages. On the 30th November tried to provision user again as must've missed the response from Capita - nope, old username still. Un-provisioned user and chased with Capita.

 

I have chased nearly every day, sometimes several times a day and yesterday finally spoke to someone who started to look at the case (started, not completed). Still nothing to say the user has been deleted so am still waiting. Meanwhile we have printed the students report and posted it home. This took about 5 minutes. Much less than the time spent waiting on the phones to Capita and also a far cheaper solution.

 

Our SLG is due for renewal next year - I find it difficult to advise a school to sign up to a product when problem resolution takes so long. If we had a complicated case, then fair enough, but 18 days before it was even looked at and is a simple resolution is nuts.

 

Anyone else feel like support is getting worse?

[bobsmith]

I'd love to bury our SLG, unfortunately it was renewed for another 3 years without my involvement (IT team grr!!). Pretty sure nobody uses it, certainly nobody has published any reports to it and they are still printed and posted at huge expense.

 

In what other system do you have to go through this process to change a username? Even my online banking allows me to do this myself!

[zag]

Wow!

 

With TASC inisight new parent accounts take 2 mins to remove and re-create. Just update the contact details in sims, delete the user in tasc, then re-sync and send the password via text and email.

[Steven_Cleaver]

Completely agree with Zag Insight easy to remove and re-create parent etc has saved us money with less printed reports going home and Parents, Students and Staff find it really easy to use. Also front end easy for Parents, Students and Staff to use extra features like AD or SIM's sync, Parents Evening bookings, links to options in SIM's so Parents can make Option choices linked to SIM's Options, Homework, the list goes on etc