ICT Strategic Group 8.30am 2nd July 2013

Agenda

1 Welcome and Introductions

2 Previous Minutes and Actions

3 BSF IT Performance

4 Primary Schools IT Performance

5 Microsoft Office 365/Unify Update

6 Refund Distribution Decision

7 Information Security

8 Education Update

9 BSF Experiences – Paula Fergusson

10 AOB

11 Date of Next Meeting – Tuesday 19th November – Venue?

Item 3

ICT Steering – Service Usage and Performance

Andy Morris – Operations Manager

BSF News….

• Seven Managed Service sites now live with two further “Mini Managed Services”.

• Five further sites now only two months away from joining the Managed Service – Discovery, Kemball, Ormiston Horizon, St Peters, St Thomas More.

• Thirteen technicians now RM employees, with more due to join via TUPE in September.

• Apprentice Scheme has now begun – two apprentices working in Stoke schools, more to follow…

Primary News….

• School ICT Service commenced on 1st April 2013

• Seven schools have taken up the Curriculum Support; 40 schools have taken up the SIMS support.

• Major programme underway to transfer 26 schools to new Servers.

RM Performance – March to May 2013• Call Volumes have generally

increased, owing to the introduction of Thistley Hough High School in to the MS, and the School ICT Service.

• The number of calls carried over increased in April but has since reduced back to normal levels.

• The First Time Fix averaged 53% during the period.

KPI ScoresTarget May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13

CIS1 Internet Access & Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS2 Email Availability 0 0 0 0 0 96 0 0 0 0 0 0 0 3CIS3 WAN Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS4 Learning Platform Availability 0 0 0 0 0 6 0 14 0 0 0 0 0 0

KPI3a Call Response time 95% 98% 100% 96% 100% 88% 99% 99% 93% 90% 94% 95% 97% 97%KPI3b Web Enquiries 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI3c Call closures - High Prority 95% 100% 100% 85% 100% 60% 85% 92% 94% 95% 99% 92% 95% 92%KPI3d Call closures - Low Prority 95% 100% 100% 100% 100% 95% 86% 95% 96% 95% 99% 99% 97% 94%KPI3e Call Closures - Inconvenience 95% 94% 90% 85% 67% 93% 97% 95% 90% 94% 93% 97% 95% 95%KPI3f Call Closures - Learning Platform 95% 95% 95% 100% 93% 90% 93% 94% 100% 100% 100% 100% 100% 100%KPI3g Call Closures - Administrative 95% 98% 98% 97% 100% 83% 96% 98% 100% 99% 99% 100% 94% 95%KPI19 Disposal of redundant equipment 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

KPI5 Response to network security Incident 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI6 Protection against malicious intent 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI8 Restoration of any user data 0 0 1 0 0 0 1 0 0 0 0 0 0 0

KPI4 User software revisions and upgrades 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI7 Management Assessment 75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI16b Results of user satisfaction surveys - CIS 75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

KPI17 Compliance with H&S 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI18 Compliance with DDA 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI20 Asset Management 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI23 DR and back up tests 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Call Statistics

Customer Experience Surveys

• 24 Customer Satisfaction surveys completed with an overall average of 7.96

• Average scores: • 7.125 (March 13)• 8.16 (April 13)• 8.5 (May 13)

• New method of collection being trialled

Customer SatisfactionJun 12 Jul 12 Aug 12 Sep 12 Oct 12 Nov 12 Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May-13

9 4.75 7.33 6.4 0 10 7.86 8.142857 9.25 7.125 8.166667 8.51 4 3 5 1 1 7 7 4 8 12 49 19 22 32 0 10 55 57 37 57 98 34

No. SurveysTotal Score

Monthly Average Score

0

2

4

6

8

10

Jun 12 Jul 12 Aug 12 Sep 12 Oct 12 Nov 12 Dec 12 Jan 13 Feb 13Mar 13

Apr 13May-13

Scor

e

Customer Satisfaction Surveys -Monthly Average Score

School ICT Service

• 27 calls (April) and 69 calls (May) were attributed to the new Service.

• Most common issues are with SIMS – 22 (April) and 51 (May)

• Over 70 scheduled Curriculum Support visits performed and many more ‘on demand’ visits.

Learning Platform UsageOur top ten users:

School Total Logins (Nov – Feb inclusive)

Haywood Engineering College 13044

Stoke-on-Trent City Council 10453

Ormiston Sir Stanley Matthews 10092

Norton Primary School 8861

St Peter's Academy 4431

REACH 4025

St George and St Martin Catholic Primary School 1848

Gladstone Primary School 1718

Ash Green Primary School 1715

Forest Park Primary School 1707

RM Unify & Microsoft Office 365

Update

Outline

• Re-run of key points

• What you need to do to prepare

• Timeline

• Questions

Office 365 re-runAccounts created based on Learning Platform

(LP) usernames without .861 suffixAccess to O365 through RM UnifyStaff RM EasyMail Plus mail and folders will be

migratedO365 (email only) to be in place by autumn term

Own domain schools will be switched over earlierBoth email systems will run in parallel until the

switchover date for each schoolSGFL email forwarding for own domain schools

What you need to do to prepareNo further staff password changes to be made until a week after

your switchover

Look out for your site migration and training plan to be sent out this week – will include what you will be able to do on the new system and when

Refer to the Stoke County Council Learning Platform site for the latest O365 documentation: http://tinyurl.com/Office-365-Migration

Ensure all users complete O365 checks prior to switchover when the new system is ready for your school

Look out for further emails from O365 Stoke team in the autumn term

Thank you for listening

Any Questions?

Item 6 Refund Distribution

Total in the pot = £79K

Secondary Head Teachers agreed e-safety 360 proposal

Primary Head Teachers given opportunity to vote

1. Divide up 2. E-safety 360 proposal

Item 6 Refund Distribution

Total in the pot = £79K

Results of the vote were as follows:-

20 Responses 14 YES to E-safety

6 NO. Wanted to divide up

Primary School voted to use the money for the E-Safety Proposal

Over to Shirley……..

Total currently in the pot £0K

Item 7Information Security

• Michelle Evans – RM Operations Manager

July 2013

Richard CornellInformation Security OfficerCISSP, CESG Certified Professional

Information Security for Schools

• What is information security?• Legal requirements• Best practice in information security

management• What do schools need to do?• What can we do to help?

Agenda

• What – InfoSec is all about and the need to protect confidentiality, integrity and availability

• Why – drivers include protecting reputation, contract requirements and legislation

• Who – roles and responsibilities touches everyone in different ways

• How –best practice is defined by government and international standards

Information Security

• What is the DPA?• What is the role of the ICO?• What roles are defined by the Act and

what does this mean for schools?• The 7th Principal drives infosec

practices

Data Protection Act 1998

• InfoSec management is based on PDCA annual cycle

• Need to define roles and responsibilities

• Need management commitment and governance including staff training

• Need asset owners to help with risk assessment

InfoSec Management

• Register with the ICO• Create governance and appoint

responsible people including SIRO• Write policies covering various aspects

of infosec management• Carry out risks assessment and

implement a range of controls to mitigate risks identified

• Awareness training for staff

School tasks

– protective marking– encryption– audit logging– responding to security incidents– secure remote access – contracts with data processors– access controls– physical security– training and awareness– data quality and integrity– disaster recovery and business continuity

School tasks cont. – consider the following

• Write policies• Carry out risks assessments• Train staff• Provide technology• Audit existing practices• Make recommendations

How we can help LAs and schools

EducationUpdate

Shirley RobinsonKatrina Hay

Good News

• Thistley Hough open• Five more schools to open in Sept

– St Peters Academy– Kemball Special School– Ormiston Horizon Academy– Discovery Academy– St Thomas More Catholic College

• Four more to go 2014

How are we doing?

• Over 1000 CPD evaluations completed• 99% Excellent or Good

BSF Collective Partnership Targets

• Range completed• Highlights for Education Team

– GSU Project– Supporting Flexible Learning– ARP Library– Lending Library

New arrivals for BSF Lending Library

• For use with ARPs• Additional iPads & iPad Minis• Switches for SEND• 15 Nexus 7• 2 Samsung Galaxy 10.1• 30 Kindle Fire

BSF ARP Library

• ARP information useful to all sectors• Feedback Prize Draw• Ebrief this week • 5 mins to complete• £100 prize• ARP Flyer.doc

360 e-Safe Update

• Overview of current situation• Next steps primary schools• Next steps secondary schools

Thank You

ITEM 9BSF EXPERIENCE

Paula Fergusson – Haywood Academy

Thank You

Item 10. AOB

– Proposed Date for next meeting

Date Tuesday November 19th

Time 8.30

Location to be DeterminedAny offers?