Civica - allow students to go overdrawn and 'lend' them money. 3p 10p 20p etc

[Jaan]

Hi all,

 

we're having an issue with our new Civica tills. Despite multiple support tickets. we've received slow support response and just wondered if there's anything we could do ourselves.

 

Since installing these Civica-branded tills (replacing our third-party units, with no other system changes), our kitchen staff can no longer 'lend' students small amounts by overriding their allowance. While their staff PIN is accepted, the system now returns a 'limit exceeded' error, preventing the transaction. This functionality worked correctly with the previous tills.

 

Any ideas if there's something we can sort ourselves

 

Just looking to get this sorted as the kitchen staff are stressed and i feel they might start to hold my bacon sandwiches ransom....

 

cheers

[LukeRowberry]

I've seen this when they have reached their daily limit - the lend button doesn't seem to override this. Might be worth a look.

[Jaan]

Ah ok...but should it or is the correct behaviour is restrict the kitchen staff also?

[Jaan]

I've seen this when they have reached their daily limit - the lend button doesn't seem to override this. Might be worth a look.

 

I think this is where the limit lays, kitchen staff report that before the new tills, they were able to lend money (very small amounts in pence) to students.

 

I don't use the tills day to day, but isn't that the whole point of a lend button?

 

What behaviour are you guys seeing? The thing is though.... it works for some and not others, so there's deffo an issue.

[Jaan]

This is getting beyond a joke now.....

 

Are there any civica agents on here?

 

 

My emails below to support along with the booked jobs by the kitchen staff.

 

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The till system continues to experience significant problems, causing it to fail and disrupt customer service. Today, it is incorrectly charging customers, such as charging £1 for a £0.75 drink.

 

I have received no response to my previous email regarding these issues. We need an on-site technician for at least two days as it was fine yesterday. Saying 'it seems to be working now' does not address the underlying problems.

 

Regards

 

 

 

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​Hi Civica Support

Just want to follow up on the issues detailed in my previous email regarding the kitchen system, I have yet to receive any response or update, and the situation is now becoming critical.

 

As you know, we are experiencing significant operational disruptions following the implementation of the new tills over the Feb half term. Our kitchen staff have been working tirelessly to resolve these issues with your remote support agent. However, they report feeling as though they are going in circles and making no tangible progress.

 

The system is now operating in a manner completely different from its established functionality over the past few years. This change is having a direct and negative impact on the day-to-day running of the canteen. Specifically:

 

Operational Delays: The altered system is causing significant delays in food service, leading to longer wait times for students and staff.

Staff Morale: The constant frustration and lack of resolution are severely impacting the mental health and morale of our kitchen staff.

Inconsistency: The system's current behavior is inconsistent and unpredictable, making it difficult for staff to plan and execute their tasks effectively.

Despite the remote agent's efforts, we are repeatedly being told "that's how it should work." This is unacceptable, as the system functioned differently prior to the new till implementation. The fact remains that the system has changed, and it is hindering our ability to operate efficiently.

 

We urgently require a comprehensive update and a clear plan of action to resolve these issues. Please provide us with:

 

An explanation of why the system's functionality has changed.

A timeline for a permanent resolution.

Details of any interim solutions that can be implemented to mitigate the current disruptions.

This situation is having a serious impact on our operations and staff well-being, and we need immediate assistance.

 

Thank you for your prompt attention to this matter.

 

Sincerely,

 

 

 

 

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Hi Civica Support

 

 

We are experiencing a persistent issue with the newly installed till system, which has been ongoing since implementation. This is negatively impacting daily operations and incurring unforeseen costs.

 

Our understanding was that the installation involved only new hardware, with no changes to the existing software functionality. However, the current issue appears to be a software-related problem or glitch introduced with the new tills.

 

Furthermore, we require an estimated timeline for the migration to the new cloud-based platform, specifically concerning the integration of Bromcom functionality. This information is crucial for our planning purposes.

 

The kitchen staff has logged support tickets for the till issues: C00038023 & C00039700.

 

Please provide an update on both the till system issue and the cloud migration timeline at your earliest convenience.

 

Kindest regards,

[rossibIT]

Hi Jann,

 

We also had issue with Civica regarding them not answering tickets. Especially when it was pretty fundamental issues to get there piece of 'software' to work for day to day basis.

 

I would ring them and ask to speak to your account manager. I know a paper trail is good but when you are facing issues you need answers and I would hope that your account manager can deal with this. If this fails then I would escalate to your finance guru. They will not be happy if they are paying for a product (especially at their pricing!) and it is not working and your not getting the support.

 

Hope this helps in anyway.

 

Regards

Ross