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ICT Services Catalogue

About ICT Services “ICT Services provides a wide range of technical and support servicesto local authorities, public sector organisations, schools (includingacademies and BSF), start-up businesses and community andvoluntary organisations across the North East.

We pride ourselves on the high levels of customer care and serviceprovision we deliver. Our widespread customer base is testamentto the support we are able to offer.”

Welcome

Phil JackmanHead of ICT Services

Durham County Council

Telephone: 03000 261 100Portal: http://ictportal.durham.gov.uk/serviceportalEmail: [email protected]

Application Support ServicesHPAC 8SharePoint Support 8SIMS Software Support 8Virtual Learning Environment Service 8Website Development Service 9

Communication ServicesCall Centre Telephony 10Mobile Telephony 10Telephony 10

Design and PrintCreative Design 12Mailing 12Printing Solutions 12

Health and Safety Support ServicesCleaning Equipment Maintenance and Repairs 14Cooker Service 14Local Exhaust Ventilation Service 14Portable Appliance Testing (PAT) 14Radiation Service 16 White and Brown Good Repairs 16Workshop Equipment Service 16

Infrastructure Support ServicesBroadband Service 18Connectivity Service 18Content Filtering 18Resilience Connectivity Service 18


Installations Air Conditioning 20Audio Systems 20Data Cabling and Fibre Optic Installations 20Digital Signage 20Electrical Installations 20Gas Pipe Work 20Interactive Whiteboards 22Network Commissioning 22Plasma Screens 22Software 22Wireless Networks 22

Operational Support ServicesAudio and Visual Aids Support 24Hardware Repairs Service 24Mobile Device Management Service 24Projector Cleaning 26Remote Management Service 26Shared Support Engineer (SSE) Service 26Systems Support Service 26

Procurement and Purchasing Consumables 28ICT Equipment 28Licensing 28

Security ServicesDevice Encryption 30Forensic Investigation and Reporting 30Security Audit Service 30Virus Cleansing 30

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What are the benefitsof 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 providethe best possible service to our customers. We care for ourstaff and they care for you.

Our Experience

With almost 20 years of experience and a presence in severallocal authorities, you can rest assured that we listen to ourcustomers, and strive to supply services to meet their needs.

Our Approach

As a local authority service provider we aim to deliver best valueproducts and services with a public sector ethos at heart.

Our Support

n A friendly and professional Service Desk, providesthe first point of contactfor support requests;

n An online call management system allows you to logand track your own support requests;

n On-site, telephone and remote support providedby a team of experienced engineers;

n Procurement of ICT equipment, software and consumables through DurhamCounty Council contractsto obtain a discounted ratefor you wherever possible;

n A convenient collection and delivery service for repaired items and consumables;

n Dedicated account management offering advice and support on the most appropriate solutions tomeet your needs;

n Consultancy and project management services;

n Invitations to seminars, conferences and training courses.

Contact us - [email protected]: 1234 567 890Email: [email protected]


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HPACHPAC is a web based library and knowledge solution which can be tailored and deployed by organisationsto make resources contained within the library publically available for download or loan. Some of the keyfeatures of the system are an administration module, advanced search engine, login and ordering,resource availability notification and a public review system. The solution is commonly used to managethe electronic distribution and loan of leaflets, books, visual aids, posters, models and video media.

SharePoint SupportMicrosoft Sharepoint is a web-based platform that can be used by organisations to store and sharedocuments, create shared calendars, discussion forums and much more. The platform is often used as anIntranet to encourage collaborative working and promote communication, internally, within organisations.ICT Services have specialist knowledge in the use of Microsoft SharePoint and are able to offer a servicewhich designs, creates, develops and supports SharePoint platforms, creating a unique, tailor-madeenvironment for your business and staff.

SIMS Software Support A key aspect of school life is the effective management of data and information.

Gain advice and guidance from our local SIMS support team who can offer assistance and training ona vast array of Capita modules, including: SIMS.Net; 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. Trainingis always appropriate and well presented, including hand-outs to take awaywhich take you through the procedures. Support is excellent.”

Lorraine JonesNewton Hall Infant School

Virtual Learning Environment

Durham ICT and educational professionals have worked collaboratively to develop a learningplatform which enables anywhere, anytime learning for schools and academies. The platformhas been in operation for several years and attributes its success to continual development.

Through use of the SIMS Learning Gateway, the learning platform can assist schools in deliveringexpected types of parental engagement.

Application Support Services

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Website Development ServiceIt is well known that the Internet is one of the most widely usedcommunication tools, thus promoting your business via your ownwebsite is imperative to enabling success. ICT Services offer auser-friendly hosting and website development service at anaffordable rate.

Our creative team have many years of experience in producingwebsites, which are designed to meet specific internationallyrecognised standards. A well designed website enables you toshare up to date information, increase awareness of your businessand build a positive image of your organisation within its marketsegment. The team are able to offer assistance with domainname registration and search engine results ranking to ensureyour business is one step ahead of the competition.

Call Centre TelephonyFor many organisations their call centre is the first point of contact for customers and is pivotal to thesuccess of the business. ICT Services skilled telephony team are able to design, install and supporta complete Mitel Call Centre Telephony solution. Key features include; pick-up groups, auto-attendant,options programming, voicemail, call queuing, call management portal and much more. The team havesignificant experience in this area of work, having installed over 10,000 handsets in Durham alone.

Mobile Telephony Mobile telephones are essential to the smooth operation of any organisation. Advice can be providedon handsets, voice and data tariffs and email integration and contracts offered against the DurhamCounty Council mobile framework agreement.

TelephonyRecent decades have seen a transformation in the way people and organisations interact with oneanother, nowadays people ‘talk’ to one another using email, instant messaging, social networking andSMS, however, telephony is still a vital communication tool within most organisations. Enhancementslike the ability to run telephone systems over the Internet (VoIP), the ability to integrate mobile telephonesinto office based telephone systems and the economies of scale ICT Services offer can reduce support,install and call tariff costs for your organisation. ICT Services can provide a complete Mitel telephonysolution for any organisation, including installation, training and on-going support and advice.

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Design and Print offer a one stop shop for all your design and printrequirements. The following elements can be used individually orcollectively:

Creative DesignA team of experienced creative designers are available to assistyou in the development of a range of media solutions including thebranding or re-branding of your organisation, exhibition materials,and digital media requirements. We listen to customers, providingimaginative yet functional solutions, and give informed advicethrough the entire process.

MailingMail fulfilment helps you to target mail directly to individuals in a costeffective manner. It takes away the labour intensive task of printing,addressing and enveloping letters and/or multiple documents intoone package ready for delivery.

Printing SolutionsWorking to the highest standard we can offer a wide range of costeffective printing solutions to meet your requirements. From thesmallest to the highest volume and with outstanding black and whiteor colour quality, we can help you produce a variety of documentationincluding reports, flyers, leaflets, folders and posters.

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Cleaning Equipment Maintenance and RepairsCleanliness and tidiness may seem low on the organisation’s agenda, but we all know that a clean,safe and healthy premises makes for a better working environment.

We can ensure that your vacuum cleaners, floor polishers and buffers are serviced and maintainedto keep them in good working order.

Whilst consumable items are chargeable, there’s no need to worry about costly parts or replacementcables as they’re included!

Cooker Service With technology seemingly at the forefront of the 21st century, there is still a place in the curriculumfor 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 cookerequipment in line with Gas Safe and/or electrical standards. Whilst this service is primarily aimedat ICT Services schools’ market, our qualified Gas Safe certification enables us to maintain andservice all non-commercial gas and electric cookers.

Local Exhaust Ventilation (LEV) TestingWith lots of experiments going on in the Science department it is essential that waste gases are extractedto leave a safe teaching and learning environment.

Whilst this service is primarily aimed at the schools market, experienced ICT Services personnel areable to service, repair and maintain fume cupboards in most organisations.

Portable Appliance Testing (PAT) The law dictates that any piece of electrical equipment used by students, staff or visitors must beinspected to comply with the Electricity at Work Regulations 1989.

Electricity is a familiar and necessary part of every day life, and we can help you take simple precautionsto reduce the risk of serious injury or damage to your property.

We offer a fully flexible service, which can work around you to ensure any disruption is kept to anabsolute minimum.

Another key benefit is that our comprehensive documentation can act as an inventory for your site.

Health and Safety Support Services

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Radiation ServiceEmploying a fully trained Radiation Protection Supervisor means we can support your school in ensuringthe harmful radiation sources kept in your Science department do not affect the health of students, staffand visitors.

The service involves measuring and recording radiation levels, as well as providing advice on legislationand best practice. A secondary remedial service is also available.

Biennial testing and inspection protects you by certifying your school’s compliance with statutorylegislation under the Ionising Regulations 1999.

White and Brown Goods RepairsWe can support you with the installation and repair of white goods such as washing machines,dishwashers, tumble dryers, laminators and shredders.

Workshop Equipment ServiceIn order to safeguard users 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 includinglathes, 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 efficientlyas and when necessary, technical help and advice are only a phone call away.

The workforce is polite, flexible, and highly skilled therefore always ensuringthat work is carried out quickly and with the minimum of interruption to the dailyschool routines.

I would wholeheartedly recommend the team and services provided to any othereducational establishment.”Mr I StonehouseAssistant Head TeacherSt Leonards Catholic School

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Infrastructure Support Services

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Broadband Service As experts in delivering broadband services to local authorities, schools and private sector organisations,we boast a competitive broadband offering which include:

n A variety of bandwidth options, ranging from 2Mbps to 1Gbps;n A symmetrical, ‘always on’ connection with sufficient capacity

to download and upload large files, data and videos; n A resilient and robust core network; n A cost effective path for bandwidth and infrastructure upgrades; n Firewalls and Intruder Detection and Prevention Systems (IDS/IPS) to ensure your network

is protected from unauthorised access;n Performance monitoring; n Remote diagnostic assessment to offer proactive and responsive assistance.

Connectivity ServiceDigital communications play an increasing role in the modern organisation for services such asinternet, digital telephony, inter-connecting sites, access to software applications and other electroniccommunications. High speed fibre network connections are an essential enabler for this electroniccommunication. This service provides a variety of capacity options along with expert advice to ensurethat the requirements of your organisation are fulfilled.

Content Filtering Organisations need to be confident they have a filtering system in place that successfully protects usersfrom inappropriate material, but is flexible enough to allow day to day work to be carried out.

Broadband customers can take advantage of our competitive filtering solution, which boasts the optionfor customers to control their own filtering policy in-house, or have it managed by us.

The service also allows for the creation of age appropriate policies, offers an audit report facility andreal time blocking/unblocking of sites.

Resilient Connectivity ServiceConstant access to online systems is an essential factor in ensuring the effective and continued operationof your organisation. This service involves the installation of a secondary superfast connection whichprovides a seamless failover in the event of a primary connection failure resulting in a minimal disruption.This service is available to customers subscribing to our fibre connectivity service in a superfastbroadband activated area.

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Air ConditioningWe can install air conditioning units to various locations situated throughout your site including ICTand server rooms.

Engineers hold a J 11-FGAS Category 1 certificate, allowing them to safely undertake installationsusing the latest Mitsubishi units.

Audio SystemsFrom school plays and assemblies to larger presentations and training courses, many organisations nowhave a need for a specialist sound system. ICT Services are proficient in procuring and installing audiosolutions to meet customer exacting needs, from simple speaker installations to complete hall solutionsICT Services work with you to create your vision.

Data cabling and Fibre Optic InstallationsWhether it’s a new network socket you need or whole site re-furbishing, ICT services cabling engineerscan help, we’re specialists in the design and implementation of Cat5e and Cat6 cabling.

Digital SignageDigital signage solutions are a great way of communicating with your staff, students or visitors.Information can be displayed on large screens in key areas, it can be used as a promotional tool foryour business, as an information board or as signage. Our specialist ICT teams can provide completesolutions which include software, plasma and network integration.

Electrical InstallationsOur competent team can undertake a broad range of electrical installations,completed in accordance to the current 17th Edition Wiring Regulations.

n Installation of electrical sockets;n Upgrading lighting systems;n Electrical installations in computer suites;n Installations in technology rooms;n Electrical maintenance work.

Gas Pipe WorkA Gas Safe Engineer is available to install new pipe workand equipment. All work is undertaken in accordance withthe Gas Safe Regulations.

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Installation

Interactive WhiteboardsICT Services have a team of experienced engineers accredited to install Interactive systems. ICT Servicesoffer a flexible and comprehensive projector and interactive whiteboard installation service. You don’thave to worry about sourcing products and installers separately. Our teams specialise in high quality,sensibly priced installations from a single projector to whole school projector and whiteboard systems.We undertake full installation of SMARTBoards and Promethean Boards combined with projectors fromall the major manufacturers.

Network Commissioning Specialist networking engineers can design, install, support and maintain a network to your exactingrequirements. From a Windows based vanilla network to a specialist RM schools network ICT Servicesstaff are experts in delivering networking solutions. Staff are also on hand to offer advice on networkdesign and suitability, helping you through every stage of the process.

“The network solution provided by ICT Services was chosen as it representedexcellent value for money whilst maintaining standards.

The savings made through purchasing this system have allowed us to put morelaptops and peripherals into classrooms, giving our children a wider and morehands-on experience of ICT.”

Plasma ScreensICT Services are experienced in the installation of plasma LCD and LED screen equipment, combiningleading edge product expertise with the latest technology, providing innovative solutions to meet thespecific needs of your organisation.

SoftwareWith a vast array of software available for use in education and learning today, we can help assist withinstallations of software onto your networks. Operating in the field for many years our staff can helpadvise of what works best.

Wireless NetworksICT Services have a vast amount of experience in installing wireless systems for all sizes and typesof organisation. We work with a number of manufacturers and can provide un-managed, single roomsolutions and fully managed and distributed wireless with blanket-coverage.

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Audio & Visual Aids Support Interactive whiteboards and projectors are key tools for delivering innovative and exciting ways of learning.

Organisations are heavily dependant on these visual aids and know all too well the disruption a faultcan cause.

Our engineers are certified to undertake repairs to manufacturer standards such as Promethean andSMART. We work with customers to ensure repairs are speedy and effective.

This repair service also covers CD/DVD players, amplifiers, headphones, musical keyboards, camerasand televisions.

Hardware Repairs ServiceWith organisations and businesses becoming more and more centralised around ICT, and devicesbecoming increasingly mobile and vulnerable to incidental damage, the Hardware Repairs contractis 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 hardware to manufacturer standards including Samsung, Kyocera andToshiba.

Mobile Device Management ServiceICT Services Mobile Device Management service provides the tools needed to help control and managemultiple tablet devices, key features include.

n Enables the central management of all software on the devices, including the Apple VolumePurchasing Program (VPP);

n Enables content to be directly uploaded to Durham’s virtual learning environment without evertouching the device;

n Allows direct access to durhamlearning.net email accounts (these email accounts are includedwithin Durham’s virtual learning environment);

n Helps you to securely access VPN and Wi-Fi networks;n Allows check-in/check-out facilities enabling multiple users to access a single tablet but still

records a log of activity against an individual user;n Gives the ability to create a ‘blacklist’ and ‘whitelist’ of websites accessible from the device;n Allows you to remotely wipe the device of any content in the event of it being lost or stolen.

The Mobile Device Management Service takes away burden of trying to update and manage lots ofdevices can create, meaning your staff can get on with the more pressing tasks, knowing that devicemanagement is in hand.

Operational Support Services

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Projector CleaningIs your projector image looking blurred or unclear?

Dust can easily gather on the lenses and distort images. To keep it in tip top condition we recommend youhave a projector cleaned at least every 18 months.

A collection, cleaning and returns service is available, leaving your projector image as good as new.

Remote Management ServiceFor those ICT professionals that look after more than one premises, travelling from site to site can betimely and costly. ICT Services Remote Management Service allows ICT professionals to remotely accessa sites network from a PC with remote agent installed. Because the remote access service enablespro-active monitoring of ICT equipment and reduces the need to travel, the end user receives a morerobust and efficient ICT support service.

Shared Support Engineer (SSE) ServiceMany organisations already undertaking this service find it absolutely invaluable.

It underpins all other contracts through the provision of an experienced engineer, skilled in themanagement of ICT systems, allowing your staff to focus on their primary role.

Shared Support Engineers perform general ICT related duties such as updates, software installationsand minor repairs.

This cost effective, flexible service is designed to meet the needs of your organisation. The frequencyand duration of visits can range from one half day per fortnight to one full day two or three times a week.

Systems Support ServiceThe 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 drivers,right through to critical data recovery.

As a specialist ICT provider we understand that an organisation’s systems are crucial to organisationalsuccess, and in the event of a system failure, no matter how large or small, expert engineers will be onhand to get you back online.


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ConsumablesDue 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.

ICT EquipmentIf you’d like to improve the use of ICT in your organisation but are unsure what’s out there or what to dowith it, we can help.

We offer a free, unbiased consultancy service, providing you with bespoke advice and recommendationsappropriate to your school, taking into account factors such as business need, suitability and budget.

The unrivalled relationships we have with an array of key suppliers means that we can negotiate andpurchase on your behalf, gaining competitive discounts for you.

LicensingLicensing can be daunting; knowing what licenses you need, whether they’re perpetual or annual, whatthe upgrade options are, there are lots of questions to be answered. Our procurement team have yearsof experience in dealing with software licensing queries from Microsoft Office, to Anti-virus to specilistsoftware, they can help ensure you get the right software and are appropriately licensed.

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Device Encryption Do your computers, laptops or mobile storage devices have confidential data stored on them suchas 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 ofpounds. 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.

Forensic Investigation and ReportingICT is an invaluable tool that if used in the right way can transform the way we work.

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 organisation, no matter how big or small,we’re here to help.

Security Audit Service How secure is your password? How do you protect the data you store about your students and clients?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-depthknowledge of what threats are out there and how you may be targeted.

Let us help you keep your data and systems safe and secure.

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 measuresyou can put in place to prevent future attacks.

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[email protected]

With almost 20 years of experience, ICT Services prides itself ondelivering a reliable, friendly and competent service to its customers.

The services offered range from Health and Safety to broadband;and from Portable Appliance Testing (PAT) to website support.

Read more about the wealth of high quality services we have to offerat very competitive rates.

Telephone: 03000 261 100Portal: http://ictportal.durham.gov.uk/serviceportalEmail: [email protected] 28799

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