Northgate Managed Services

North Chadderton School - tailored IT support service

About North Chadderton School


North Chadderton is a large 11 – 18 Secondary School located in Chadderton, Oldham. Educating 1500 students with 206 staff members, the school became an academy in 2014. In 2015 the Department of Education recognised North Chadderton as one of the top 90 schools in England showing the greatest improvement in the percentage of students achieving 5 or more A*-C grade GCSEs including English and Mathematics.

Capita Managed IT Solutions work with North Chadderton School as their IT partner, a relationship that has been in place since the Building Schools for the Future (BSF) programme. In the summer of 2014, Capita began a localisation project, transferring core IT services from Oldham Borough Council to individual schools in Oldham. The project included the provision of new IT hardware and transferring storage, backup and wireless solution control to the school.

Capita Custom Fit – tailored IT support service


By the end of February 2015 the localisation project was completed and the day to day IT infrastructure was managed in the school. The leadership team at North Chadderton School choose to continue to work with Capita as their IT partner.

“We were delighted to continue to work with Capita following BSF. The localisation project was completed without hitch and once we began discussions on developing an IT support service tailored to our exact needs, I knew continuing to work with Capita was the right choice.“ Janet Eppleston, Director of Management Information & ICT Services, North Chadderton School.


The leadership team and Capita worked together to design a tailored IT support service that met the needs and vision of the school – Capita Custom Fit. From March 2015 the new support service was in place.

Janet Eppleston continues - “The Custom Fit IT support service fully supports our needs, we were able to pick and choose the level of service we required to meet our IT strategy and budget, with the flexibility to change this as our needs change. Knowing the Capita team is on hand to support the school IT infrastructure and provide advice on projects to meet the needs of emerging technology, delivers peace of mind, and enables the leadership team at North Chadderton to focus on learning and teaching”


The Capita’s Custom Fit service provides the school with escalated support for the entire technology estate. It removes the need for the School to worry about proactive monitoring helping maintain their IT environment and minimises downtime allowing teachers and pupils to get the most out of the technology in the school. 

The Custom Fit services includes per annum:
  • 60 third line support calls for the escalation of incidents or issues to the Capita technical Service Desk.
  • 20 on-site engineer days with the flexibility to utilise the days for projects, knowledge transfer or training for the on-site technical team.
  • Remote monitoring of the school hardware and network infrastructure and servers.
  • Service management, creating reports against SLA’s and projects.
  • Schools onsite engineer staff mentoring programme.

The school IT infrastructure is monitored 24x7x365, ensuring minimal disruption to the learning and teaching environment. Any alerts or issues that impact the school are sent directly to the schools onsite engineers. The Service Desk of technical specialists is accessible via telephone and Capita’s online portal. It provides the nominated staff at North Chadderton School with access to the Capita Service Desk anytime of the day. The Service Desk team log calls, and assigns them to the appropriate 3rd line team for resolution. Response to escalated incidents are based on priority.

The onsite engineer days deliver a quick response if there is a service impact or an issue the school engineers cannot resolve. Sharing technical knowledge through the partnership is a key element of the service, and the school benefits from the flexibility to use the on-site engineer days to meet specific needs, including advice on how to fix hardware, the delivery of small projects or training.

Janet Eppleston, says-  “With an IT support service tailored to our needs and technology playing a key role in our school, knowing Capita is supporting our network, devices and systems gives me confidence that I don’t need to worry about IT downtime or incidents”

Training – adding value to IT partnership


In addition to the Custom Fit service, Capita support the Director of Management Information & ICT Services and two on-site engineers with training to further develop their knowledge and skills. The school engineer’s benefit from technical training accessible via Capita’s learning portal and also knowledge transfer training days delivered by Capita’s education technical specialists. The  Director of Management Information & ICT Services, Janet Eppleston has completed business skills courses and industry ITIL and Prince II project management courses as part of an agreed training package.

Janet Eppleston concludes - “Having access to Capita’s technical service desk and the flexibility to use on-site engineer days for training or projects works perfectly for North Chadderton. The Custom Fit IT service delivers extra value to our partnership with Capita supporting the development of staff technical and business skills. The Custom Fit service really is customised to meet our needs”

Web filtering solution


Capita work with the IT team at North Chadderton School to develop a roadmap of IT development projects. A recent project on web filtering was completed, with a tailored design to meet the schools unique needs. The project has delivered a further safety need on the school devices including mobile, laptop and desktops PC’s.
 

Achievements

  • A cost effective IT service, where North Chadderton School only pays for the services they need.
  • The ability to enhance the support service requirement mid contractual term as required, i.e. purchase additional 3rd line support calls and onsite engineering days.
  •  24 x 7 x 365 proactive monitoring and alerts which have assisted in the minimisation of service downtime, therefore supporting increased use of ICT in teaching and learning.
  • Access to a range of technical, business advice and guidance from Capita’s technical specialists.
  •  Added value to the core IT service with technical, business training and project management via online and classroom based delivery
  • Peace of mind in tailored support that is ahead of the ever changing needs in IT development.