SIMS Support

[Soulfish]

I've been asked to investigate alternative ways of purchasing SIMS/SIMS Support/SIMS Training other than via our LEA.

 

Due to the various cost cutting measures (and lots of behind the scenes politics!) we're currently looking at the viability and costs involved with opting out of most LEA provided services. SIMS is one of the areas that I've been asked to look at so here I am

 

So does anyone know a provider (other than Capita direct) that would be able to provide SIMS/SIMS support to us? I wasn't sure if the various accredited support providers around the country were tied to only operating in a specific region, or what other providers are out there!

[siuko]

We use Smis

[matt40k]

Where are you in England?

[Soulfish]

We're based in the South East - Kent/Sussex area

[Alfred_Bester]

Soulfish.

I work for a local authority who provides SIMS support and training. On support side, we provide support via the phone and remotely support. We also have a training team who provide a wide range of SIMS training.

Would you like further information?

[Sivadam]

For various reasons we opted out of LA Support for SIMS and moved to direct support by Capita.

The support I have received since has been nothing short of excellent!

Edited October 15, 2010 by Sivadam

[Soulfish]

Soulfish.

I work for a local authority who provides SIMS support and training. On support side, we provide support via the phone and remotely support. We also have a training team who provide a wide range of SIMS training.

Would you like further information?

 

More info would be great. Feel free to PM me if you don't want to post it publicly. If you've got pricing structures they'd be great as well

[vikpaw]

I would have said going Capita Direct is by far the best method, though it may not save you money. It's worth looking at the level required, as you don't necessarily need the level that gives them remote access to your machine. The old LA support we had always wanted to remote in or come and visit. I've never been asked that here (remote / not visit! ). I'd say it's best to cut out the middle man.

 

There're plenty of county / LA support teams represented here, couldn't you offer the solution that EG is your central source of support (after checking on SupportNet too of course:bowl:), followed by ad hoc from Capita or A N Other local team...?

[CAM]

I'm the opposite, I have had an excellent experience with my local LA. We have a very good support model in place and any holes in my SIMS knowledge is quickly covered by the guys and girls at the LA. If anything, I have learned a lot my SIMS knowledge from them.

[vikpaw]

LA support can be awesome, but once you're happy with your system and how it works, usually the problems need to go straight to Capita, going via a middle man and their flowchart of death, is just infuriating and inefficient, but that's just my experience.

[maestromasada]

For various reasons we opted out of LA Support for SIMS and moved to direct support by Capita.

The support I have received since has been nothing short of excellent!

 

I agree. Every time there are serios problems with SIMS, Capita logon remotely to our server and fix the problem in front of the person who created/affected (exams officer, attendance manager, etc). Nothing to do with the techinal guys anymore. We only ensure that SIMS is correctly installed on the comptuers, and nothing like Capita who actually created the software to support it. Their support is not cheap, but you do breath on relieve when they fix the mess within hours.

[matt40k]

LA support can be awesome, but once you're happy with your system and how it works, usually the problems need to go straight to Capita, going via a middle man and their flowchart of death, is just infuriating and inefficient, but that's just my experience.

 

I see your logic, but Capita school support (Capita ESS) isn't the same people as who developed it Capita Children Services. So it's pretty much a re-branded LA, just scaled up a bit. They still have to go via the same processes as any LA. They just might be a bit more friendlier with them

[mazilc]

 

Please note that as per th AUP you agreed to, no company or organisation can use the forums in a commercial capacity unless they are a sponsor.

 

Dos_Box

Edited October 18, 2010 by Dos_Box

[kestrel1]

We use Capita direct & they are normally pretty efficient at sorting out problems. I am just taking over the management of the SIMS system here, so have loads to learn.

[vikpaw]

I see your logic, but Capita school support (Capita ESS) isn't the same people as who developed it Capita Children Services. So it's pretty much a re-branded LA, just scaled up a bit. They still have to go via the same processes as any LA. They just might be a bit more friendlier with them

 

I don't know about the names, i just know the people i deal with get the job sorted (mostly). they talk direct to product managers / developers. Who do LAs deal with? Direct to CCS or capitaess? The point i was trying to make was i used to always hear from the LA, well, we've referred it to Capita, or it's escalated to Capita, i don't hear that now, if they do it silently behind the scenes from one entity to another then that's a different thing.

[Jarmstro36]

Capita has 2 helpdesks, Bedford and Chelmsford, The Chelmsford helpdesk is an amalgamation of 13 regional centres support staff after 8 regional centres were closed over the last few years.

If you are supported via the Chelmsford helpdesk then they will escalate any database issues to Capita Bedford if they cannot resolve them

If you are supported directly by Bedford then you may get a quicker response time as there is no going backwards and forwards between helpdesks on more complicated issues

Be aware though that Bedford dont normally visit to resolve issues where as Chelmsford staff will as their second line staff are spread from Cumbria to Chelmsford.

If i had to choose, i would choose Bedford for support

 

Hope this helps

 

John

[Sivadam]

Support by Bedford is what I meant by 'direct support' in my earlier post!

 

 

Oh No!

I have just noticed that I have gone green again!

My reputation is in tatters!

I was quite proud of those red squares!

Roll on the next mischievous post!

Edited October 20, 2010 by Sivadam

[GeeHubb]

My support comes from the Chelmsford helpdesk, though I did get a call back from the second line in Manchester in the week. I've no complaints. I've been around long enough to remember when they were called MISE and had the biggest biscuits in the world on training days!

 

Sivadam you've misspelt mischievous, which may (or might) earn you a red square.

 

[Sivadam]

It looks ok to me!

My fingers must be getting even more uncoordinated in old age.

 

And my red squares normally come as a result of stating the truth - which many don't seem to like.

It's a habit I have had for many decades!

Edited October 20, 2010 by Sivadam

[vikpaw]

Bedford for me I couldn't survive without Zoe

[creese]

If, and I do say IF, the Capita support team have the advantage of a hotline/fast track to the Capita software team, I suspect some very serious questions would be asked.

 

I think is is more likely that some LA support teams are quicker and more efficient & knowledgable than others.

Edited October 20, 2010 by creese

[GREED]

Hi SoulFish

 

This is a very relevant post for me at this moment in time, as I am (we are, my company) an IT training organisation based on the south coast, and have been working with several schools in Hampshire on all manor of IT training, including recently SIMS training.

Hopefully my rep is still intact since my move away from the school, those of you that remember that far back and had many a conversation with (you know who you are!)

Edited October 20, 2010 by witch

[Sivadam]

Your rep is still intact with me Graham!

Pity I won't see you at the Partnership Conference in a couple of weeks!

[frosty]

How about these guys? Home - Schools Application Support Limited

[PhilNeal]

For the record we support LA teams (or their outsourced team) in exactly the same way as we support our own service desk. All cases are treated in the same manner, priority is assigned according to severity of problem. There are no special arrangements for cases raised by Bedford/Chelmsford as it is vital that all cases are treated equally.