ICT Services
School Services Catalogue
2013 / 2014 Edition
About ICT Services “ICT Services provides a wide range of technical and support
services to local authorities, public sector organisations, schools (including academies and BSF), start-up businesses and
community and voluntary organisations across the North East. We pride ourselves on the high levels of customer care and service provision we deliver. Our widespread customer base is testament to the support we are able to offer.�
Phil Jackman
Head of ICT Services
Durham County Council
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Anti-virus Software Licensing
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Communications Support
Curriculum Systems Support
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Classroom Hardware Repairs
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Management Information Systems Hardware Repairs
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Audio and Visual Equipment Repairs
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Managed Service Engineer
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Shared Support Engineer (SSE)
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Broadband Internet Access
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Broadband Resilience
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Internet Content Filtering
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SIMS Software Support
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Durham Learning Gateway (DLG)
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Website Development Service
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Cleaning Equipment Maintenance and Repairs
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Design and Technology Maintenance and Repairs
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Cooker Maintenance and Repairs
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Local Exhaust Ventilation (LEV) Testing
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Portable Appliance Testing (PAT)
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Radiation Monitoring and Testing
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Air Conditioning Installations
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Commissioning
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Consultancy and Procurement
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Design and Print Services
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Device Encryption
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Electrical Installations
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Forensic Investigation and Reporting
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Gas Pipe Work
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Projector Cleaning
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Sales
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Security Audit Service
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Technical Installations
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Virus Cleansing
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White and Brown Goods Repairs
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What are the benefits of working with ICT Services
Our People
Our personnel are experts in the field in which they work. We invest time and money into our staff to ensure they provide the best possible service to our customers. We care for our staff and they care for you.
Our Experience
With almost 20 years experience and a presence in several local authorities, you can rest assured that we listen to our customers, and strive to supply services to meet their needs.
Our Approach
As a local authority service provider we aim to deliver best value products and services with a public sector ethos at heart.
Our Support •
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A friendly and professional Service Desk, provide the first point of contact for support requests An online call management system allows you to log and track your own support requests On-site, telephone and remote support provided by a team of experienced engineers Procurement of ICT equipment, software and consumables through Durham County Council contracts to obtain a discounted rate for you wherever possible A convenient collection and delivery service for repaired items and consumables Dedicated account management offering advice and support on the most appropriate solutions to meet your needs Consultancy and project management services Invitations to seminars, conferences and training courses
Offering solutions to help manage ICT within your school. A range of services are available from computers and mobile devices, to network management and whiteboard installations.
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Anti-virus Software Licensing
With an ever growing threat to ICT from cyber attacks, it’s more important than ever to protect your school data and systems at all times. Anti-virus software assists in safeguarding your school against the threat of virus infection by providing solutions for the early detection, quarantine and prevention of electronic threats.
Curriculum Systems Support
This service provides a repair, support and restoration service for the ‘softer’ side of your servers, applications and network. We can assist in all areas of network support from malfunctioning printers, to loss of network drives, right through to critical data recovery. As a specialist ICT provider for schools, we understand that school systems are crucial to deliver teaching and learning, and in the event of a system failure, no matter how large or small, expert engineers will be on hand to get you back online.
Communications Support
All schools have a legal obligation to submit statutory returns, as well as financial, personnel and statistical data to their local authority and central government.
This service assists you in fulfilling this requirement by ensuring a reliable connection can be made to support the transfer of data between both parties.
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Classroom Hardware Repairs
With school life becoming more and more centralised around ICT, and devices becoming increasingly mobile and vulnerable to incidental damage, the Classroom Hardware Repairs contract is an invaluable insurance policy. This service covers the hardware repair of PCs, laptops, servers, printers, scanners, network equipment, power supply units, netbooks, notebooks and computer peripherals. We are accredited to repair classroom and curriculum hardware to manufacturer standards including Samsung, Kyocera and Toshiba. This function complements the MIS Hardware Repair service, and combined the two provide full hardware support.
Management Information Systems Hardware Repairs
Head teacher and support staff computers are often the most heavily used in schools, and it is vital repairs to them are completed quickly and efficiently. Our engineers can support this by managing the repair of PCs, laptops, servers, printers, power supply units, netbooks, notebooks, computer peripherals, back-up devices and optical mark readers. This function complements the Classroom Hardware Repair service, and combined the two provide full hardware support.
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Audio and Visual Equipment Repairs
Interactive whiteboards and projectors are key tools for delivering innovative and exciting ways of learning. Schools are heavily dependant on these visual aids and know all to well the disruption a fault can cause. Our engineers are certified to undertake repairs to manufacturer standards such as Promethean and SMART. We work with schools to ensure repairs are speedy and effective. This repair service also covers CD/DVD players, amplifiers, headphones, musical keyboards, cameras and televisions.
Managed Service Engineer
Would your school benefit from having a full time engineer based on site? Our engineers will fully manage your school network in partnership with your senior leadership team, and fulfil a range of duties from server administration to mobile device management. This gives you the peace of mind that a dedicated, knowledgeable and experienced engineer is on hand to help your school when you need it.
Shared Support Engineer (SSE)
Many schools already undertaking this service find it absolutely invaluable. It underpins all other contracts through the provision of an experienced engineer, skilled in the management of school ICT systems, allowing your staff to focus on their primary role. Shared Support Engineers perform general ICT related duties such as updates, software installations and minor repairs. This cost effective, flexible service is designed to meet the needs of your school. The frequency and duration of visits can range from one half day per fortnight to one full day two or three times a week.
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Providing you with affordable, sustainable broadband and filtering solutions, giving you safe and reliable access to the Internet.
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Broadband Internet Access
As experts in delivering broadband services to local authorities, schools and private sector organisations, we boast a competitive broadband offering which includes: • • • • • •
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A variety of bandwidth options, ranging from 2Mbps to 1Gbps; A symmetrical, ‘always on’ connection with sufficient capacity to download and upload large files, data and videos; A resilient and robust core network; A cost effective path for bandwidth and infrastructure upgrades; Firewalls and Intruder Detection and Prevention Systems (IDS/IPS) to ensure your network is protected from unauthorised access; Performance monitoring; Remote diagnostic assessment to offer proactive and responsive assistance.
“We have always had a good relationship with the broadband team and have
never had a major issue with connectivity or service. Any time we have had a minor fault, which have been few and far between, it has always been dealt with professionally and resolved swiftly.
With the installation of ‘Dark Fibre’ to our site I’m looking forward to exploring possibilities using its extra bandwidth, as well as offering direct routes between the Academy and our feeder schools and outreach sites.” Andrew Reynolds Leader & Manager of ICT Services, The Hermitage Academy.
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Internet Content Filtering
Schools need to be confident they have a filtering system in place that successfully protects students from inappropriate material, but is flexible enough to allow for creative teaching and learning. Broadband customers can take advantage of our competitive filtering solution, which boasts the option for schools to control their own filtering policy in-house, or have it managed by us. The service also has the added benefits of an audit report facility, and real time blocking/unblocking of sites.
“The new filtering system provides easy administration for schools, allowing changes to be made in a few clicks. We love it. Well done Durham!� Kerry Moralee Network Manager, Tanfield School
Broadband Resilience
Constant access to online systems is an essential factor in ensuring the effective operation of your school. This service involves the installation of a secondary superfast broadband line providing a seamless failover connection. This means your internet connection will be automatically re-routed in the event of a fault to the primary link resulting in a minimal disruption to your broadband service. Broadband Resilience is available to customers subscribing to fibre connectivity in a superfast broadband activated area.
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Data and information management; virtual learning and communication platforms; assisting in the management of your school applications.
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SIMS Software Support
A key aspect of school life is the effective management of data and information. Gain advice and guidance from our SIMS accredited local support team who can offer assistance and training on a vast array of Capita modules including: SIMS.Net; Nova-T6; FMS; Assessment Manager; and Lesson Monitor. Having this high level of support on hand will aid the efficient and secure management of student, staff, and parent data.
“Service and helpfulness are of an excellent standard and quality.
Training is always appropriate and well presented, including hand-outs to take away which take you through the procedures. Support is excellent.� Lorraine Jones Newton Hall Infant School
Durham Learning Gateway (DLG)
The Durham Learning Gateway (DLG) is a managed virtual learning environment enabling anytime, anywhere learning. The platform is an invaluable tool that offers useful features such as homework management, discussion forums, online resource storage and surveys. It provides a pivotal communication resource for staff, students, governors and parents. This includes the provision of an email account to school staff and students which is accessible from any computer with an internet connection and compatible web browser. Through use of the SIMS Learning Gateway, the DLG can assist schools in delivering your national requirements relating to parental engagement.
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Website Development Service
Promote your school via your own website to current and prospective students and parents. We offer a user-friendly website hosting and development service at an affordable rate. Our creative team have a vast amount of experience in producing websites for schools, which are designed to meet internationally recognised standards. Once the website framework is created, you’ll be trained on how to change your information to keep it fresh and current. The service comes with 15 hours of support, and we’ll be on hand to assist should you need it. There’s a lot to gain from having your own website such as: • • •
Allowing up to date information to be readily accessible such as your diary of events, school policies, and latest news; Building a positive image in the local community by highlighting your achievements; An attractive and informative website can also help to increase parental involvement with the school.
It is well known that the Internet is one of the most widely used communication tools, so why not take advantage of this.
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“One of the best things we did was join the SLA for our School Website.
The training to set it up was very informative, easy to follow and fun.
The website itself looks very professional and is extremely easy to maintain, help is always at hand from the technicians who give fantastic support and advice when needed.
Our school website is a great source of information for parents, governors, staff, pupils and the local community, displaying an on-going record of life in our school. There is also an automatic link facility embedded in our website which displays unexpected events such as school closures, this is also very useful in getting the information out there immediately.” Julie Cassidy St Patrick’s RCVA Consett
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King James I Academy
Raising Standard through the use of the Durham Learning Gateway When Neil Davies, DLG Portal Manager at King James I Academy, was tasked with re-developing the Academy’s virtual learning environment, the ‘Durham Learning Gateway (DLG)’, he knew it wouldn’t be easy. However, with head teacher, Nick Grieveson, driving the venture forward, it has proven to be a mighty success. Neil recalls how initially the project came up against resistance from staff and students alike. At first, staff were concerned that the DLG would greatly increase their workload and place additional demands on their time, but they soon began to recognise the benefits of being able to access a huge array of online resources and information. Thanks to its ease of use and technical support from Neil, the system is now an invaluable learning tool. The Academy now uses the DLG to set homework for students, assign independent and group research tasks, and to store important documentation amongst many other things. Examination results have improved each year since the introduction of the DLG, and the Academy is convinced that the provision of such a valuable online tool has contributed greatly to the higher achievement levels. Through the use of the DLG, subjects such as Geography and History can really come to life thanks to the ability to access new and innovative teaching resources such as archived newspaper articles, film footage and witness reports. The Academy is noticing an increased enthusiasm for these subjects and anticipating a higher proportion of students choosing humanities subjects in Year 9 as a result. After speaking to students, it is clear to see why they are so enthusiastic:
“It’s really quick and easy to find information on the DLG. Everything I need for my History lesson is in one place such as dates, times, photographs and maps. I don’t have to waste time looking through lots of websites for information and I know that everything on the DLG is safe to use.”
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Teaching staff also recognise the benefits:
“When setting research tasks we upload a selection of relevant information onto the DLG. Students can then use this, alongside the Internet and text books, to conduct their own research, develop their project and complete the set task in an inspirational and independent learning environment. By placing information relating to the topic in one easily accessible location, we save valuable learning time. Students are provided with relevant data to interpret and use as necessary; this facilitates instant learning. Uploading to the DLG also considerably improves efficiency. We no longer need to produce large quantities of printed hand-outs; this has been a successful cost saving exercise and beneficial for our environment too.” Mrs G Keeler Director of History
The Senior Leadership Team at King James realise that to get students to use the DLG to its full potential there needs to be more than just academic appeal; it needs to be embedded into everything the student does and therefore that means building social features into it too. Students at King James are encouraged to use the DLG for non-academic purposes. There are areas where students can share ‘cheats’ for games, write reviews of movies, and discuss what happened on last night’s ‘Eastenders’ for example. Parents and guardians also have access to the DLG, enabling them to review their children’s attendance, see a report of their behaviour, review their homework, and access any resources needed to help with homework tasks as necessary. This means that children can call on their parents for additional support at home and that parents are provided with the tools to offer an effective level of guidance.
As well as using the DLG as a tool for learning, the Academy also use it as a platform for managing their business processes. Lesson observations in the form of podcasts are uploaded to the DLG, policies and other important documents are stored, and there are sub sites for departmental teams to communicate. Announcements can be added, calendars can be created and discussion areas can be opened up. The DLG not only promotes learning but also encourages communication and collaboration. Neil, who has managed much of the construction of the DLG and is ultimately responsible for its continued development and maintenance, has developed a bespoke service based on the
suggestions of staff, students and parents. The success of the DLG must be attributed in no small part to the students and their guardians who have embraced the idea and access the site regularly. To ensure continued interest in the DLG, Student Council members are very much involved in future plans and they have an important role in influencing the way forward.
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The DLG is used effectively for: •
Enabling 24/7 access;
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Handing in homework electronically;
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Offering software applications such as Open Office and Adobe Reader for convenient download; Testing pilot schemes; Managing those that don’t have computer access at home by adapting content for games consoles and mobile phones. Students have access to the library and homework clubs etc. outside of school hours; Continuing education and communication during snow days; Parents forum.
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Uploading text books as a resource;
The Academy recently piloted a new homework initiative amongst Year 7 pupils which involved a whole years worth of homework being uploaded onto the DLG for students to work on at their own pace. The scheme had many similarities to the home study courses available online, where students take responsibility for managing their own work schedules and consequently their own learning. Teaching staff were surprised and delighted at how quickly the homework tasks were attempted and submitted through the DLG. The vast majority of students demonstrated not only a higher level of productivity but also showed a more conscientious approach to their studies. The DLG enables pupils to upload tasks and homework to an area that is completely safe and secure, viewable only by the individual who submitted the work and by teaching staff.
“Our portal has gone from strength to strength, since it
was introduced four years ago. Now, we cannot envisage school life without the DLG; it is an invaluable teaching and learning resource for everyone.” N Davies DLG Administrator King James I Academy
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Helping to ensure the safety of your students, staff and visitors. Offering everything from electrical testing to radiation monitoring.
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Cleaning Equipment Maintenance and Repairs Cleanliness and tidiness may seem low on the agenda of teaching, but we all know that a clean, safe and healthy school makes for a better learning environment. We can ensure that your vacuum cleaners, floor polishers and buffers are serviced and maintained to keep them in good working order. Whilst consumable items are chargeable, there’s no need to worry about costly parts or replacement cables as they’re included!
Cooker Maintenance and Repairs
With technology seemingly at the forefront of the 21st century, there is still a place in the curriculum for more traditional subjects such as food technology. Budding chefs need safe, working equipment, which is where we can assist. This service ensures staff and students are protected by maintaining, repairing and testing cooker equipment in line with Gas Safe and/or electrical standards.
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Design and Technology Maintenance and Repairs
In order to safeguard students and staff when working in a workshop environment where accidents are more likely to occur, it is imperative that your equipment is maintained and repaired in line with current British Standards. The service offers an electrical, mechanical and sound level check on all workshop items including lathes, bandsaws and bench drills. Detailed reports and maintenance evidence will help protect your school in the event of an injury.
“Routine maintenance and testing have been completed and recorded efficiently as and when necessary, technical help and advice are only a phone call away.
The workforce is polite, flexible, and highly skilled therefore always ensuring that work is carried out quickly and with the minimum of interruption to the daily school routines.
I would wholeheartedly recommend the team and services provided to any other educational establishment.� Mr I Stonehouse Assistant Head Teacher St Leonards Catholic School
Local Exhaust Ventilation (LEV) Testing
With lots of experiments going on in the Science department it is essential that waste gases are extracted to leave a safe teaching and learning environment. This service ensures your Science department fume cupboards are tested in line with COSHH regulations.
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Portable Appliance Testing (PAT)
The law dictates that any piece of electrical equipment used by students, staff or visitors must be inspected to comply with the Electricity at Work Regulations 1989. Our well established PAT team are familiar with the layout of schools and how they operate. We offer a fully flexible service, which can work around you to ensure any disruption is kept to an absolute minimum. Another key benefit is that our comprehensive documentation can act as an inventory for your site, and link into your MIS Equipment Register database. Electricity is a familiar and necessary part of every day life, and we can help you take simple precautions to reduce the risk of serious injury or damage to your property.
“The Technicians were very polite and pleasant and carried out the work in a very professional manner.� Carol Musztacs Head Teacher Kelloe Primary
Radiation Monitoring and Testing
Employing a fully trained Radiation Protection Supervisor means we can support your school in ensuring the harmful radiation sources kept in your Science department do not affect the health of students, staff and visitors. The service involves measuring and recording radiation levels, as well as providing advice on legislation and best practice. A secondary remedial service is also available at an extra cost depending on the work to be completed. Biennial testing and inspection protects you by certifying your schools compliance with statutory legislation under the Ionising Regulations 1999.
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In addition to standard contract work, we also offer a range of bespoke services.
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Air Conditioning Installations
We can install air conditioning units to various locations situated throughout your school including ICT and server rooms. Engineers hold a J 11-FGAS Category 1 certificate, allowing them to safely undertake installations using the latest Mitsubishi units.
Consultancy and Procurement
If you’d like to improve the use of ICT in your school but are unsure what’s out there or what to do with it, we can help. We offer a free, unbiased consultancy service, providing you with bespoke advice and recommendations appropriate to your school, taking into account factors such as educational need, suitability and budget. The unrivalled relationships we have with an array of key suppliers means that we can negotiate and purchase on your behalf, gaining competitive discounts for you.
Commissioning Vanilla networks
The Windows based Vanilla Network offers a flexible and secure networking solution to schools. It’s called ‘vanilla’ as it literally comes ‘plain’ and without any educational resources. This is a benefit to schools as it means you then only need to purchase and install the resources you actually require, potentially leading to significant cost savings. Having this flexibility means that Vanilla Networks provide excellent value for money. This solution provides an economic alternative to RM CC3 and CC4.
“The network solution provided by ICT Services was chosen as it
represented excellent value for money whilst maintaining standards.
The savings made through purchasing this system have allowed us to put more laptops and peripherals into classrooms, giving our children a wider and more hands-on experience of ICT.”
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RM CC4 networks
An RM network offers a fully managed ‘out of the box’ networking solution which encompasses everything from hardware such as servers and computers,
right down to bespoke software.
A comprehensive window box of resources enables teachers to deliver the school’s curriculum with minimal management using one solution.
Design and Print Services
Design and Print offer a one stop shop for all your design and print requirements. The following elements can be used individually or collectively: Creative Design A team of experienced creative designers are available to assist you in the development of a range of media solutions including the branding or re-branding of your organisation, exhibition materials, web and digital media requirements. We listen to customers, providing imaginative yet functional solutions, and give informed advice through the entire process. Printing Solutions Working to the highest standard we can offer a wide range of cost effective printing solutions to meet your requirements. From the smallest to the highest volume and with outstanding black and white or colour quality, we can help you produce a variety of documentation including reports, flyers, leaflets, folders and posters. Mailing Mail fulfilment helps you to target mail directly to individuals in a cost effective manner. It takes away the labour intensive task of printing, addressing and enveloping letters and/or multiple documents into one package ready for delivery.
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Device Encryption
Do your computers, laptops or mobile storage devices have confidential data stored on them such as names, addresses, dates of birth or passwords? Do staff take laptops or other mobile devices home? Have you considered what would happen if one was lost or stolen? Fines from the Information Commissioners Office for data breaches can run into hundreds of thousands of pounds. Device encryption ensures that data stored on a device is only accessible by authorised people, preventing data violation in the event of loss or theft. We can encrypt laptops, computers and other mobile storage devices. Speak to us about how we can help you ensure your data is safe wherever you take it.
Electrical Installations
Our competent team can undertake a broad range of electrical installations, completed in accordance to the current 17th Edition Wiring Regulations. • • • • •
Installation of electrical sockets; Upgrading lighting systems; Electrical installations in computer suites; Installations in technology rooms; Electrical maintenance work.
Forensic Investigation and Reporting
ICT is an invaluable tool that if used in the right way can transform teaching and learning. Unfortunately it can also be used to detrimental effect, enabling cyber bullying, inappropriate internet access, fraud and much more. Our team of EnCase certified examiners can assist in the investigation of such computer related offences. If you’d like our experts to investigate an incident at your school, no matter how big or small, we’re here to help.
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Gas Pipe Work
A Gas Safe Engineer is available to install new pipe work and equipment. All work is undertaken in accordance with the Gas Safe Regulations.
Projector Cleaning
Is your projector looking blurred, unclear or dirty? Dust can easily gather on the lenses and distort images. To keep it in tip top condition we recommend you have a projector cleaned at least every 18 months. A collection, cleaning and returns service is available, leaving your projector image as good as new.
Sales
Due to close working relationships developed with suppliers and the ability to purchase in bulk, goods can be procured at a discounted rate. Products range from ink cartridges to vacuum cleaner bags, and from USB sticks to back-up tapes. A speedy delivery service is also included free of charge.
Security Audit Service
How secure is your password? How do you protect the data you store about your students, school activities and lesson planning? Are you a target for internet hackers due to the nature of your organisations and the information you have? Let us test your security systems and processes. Our trained Data Security Officers have an in-depth knowledge of what threats are out there and how you may be targeted. Let us help you keep your data and systems safe and secure.
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Technical Installations
Our team is proficient in procuring and installing a diverse range of solutions including: • • • • • • • •
Interactive whiteboard systems; Plasma screens; Hall audio and visual systems; Sports hall installations; Audio systems; Media suites; Wireless networks; Data cabling and fibre optic installations.
Specifications are designed to meet your individual needs. We then fully manage the project from the initial survey, right through to performance testing and evaluation.
Virus Cleansing
If you have a suspected or confirmed virus on your network our skilled staff are on hand to support you. We provide telephone support to assist in the removal of the virus, as well as offer advice on the measures you can put in place to prevent future attacks.
White and Brown Goods Repairs
We can support you with the installation and repair of white goods such as washing machines, dishwashers, tumble dryers, laminators and shredders.
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Notes
Contact
Contact us for more information on the services we offer. Phone: 03000 265 132 Email: ictbusiness@durham.gov.uk
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With almost 20 years experience, ICT School Services prides itself on delivering a reliable, friendly and competent service to its customers.
The services offered range from Health and Safety to website support; and from Portable Appliance Testing (PAT) to broadband filtering.
Read more about the wealth of high quality services we have to offer at very competitive rates.
Contact us - 03000 265 132 / ictbusiness@durham.gov.uk
ictbusiness@durham.gov.uk
03000 265 132
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