Scomis

Bromcom Management Information System & Finance (MIS) Application Support

This service offers all school staff flexible access to fast, responsive service desk support to resolve incidents together with proactive guidance in the use of Management Information Systems. Combine with training and consultancy to make more effective use of your MIS, reduce workload, achieve best value and improve outcomes.

Features

• Support to all staff at the organisation
• Unlimited use of the service desk
• Escalation on behalf of the customer to the MIS provider
• A named Account Manager
• Via MyScomis, our self-service portal, 24/7 access
• knowledge library including FAQs
• Bulletins about key school procedures
• Important messages, reminders, or advice

Benefits

• Access to independent, approved ICT hardware procurement frameworks
• Proactive partnership to champion customer requirements and influence future developments
• Regular account reviews to drive effective use of the MIS
• Regular online sessions on key topics, such as Assessment
• e-newsletter
• Online Safety e-newsletter
• Preferential rates for other services where applicable

£1,830 an instance a year

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at scomisbids-mailbox@devon.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

351553044144674

Contact

Customer Relationships and Business Development Team
+441392385300
scomisbids-mailbox@devon.gov.uk

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Scomis is an Accredited Bromcom Support partner providing a comprehensive range of training to meet our customer needs. This can be tutor led training, bespoke training and 1 to 1 personalised tuition.; ; Training can be delivered remotely or onsite face to face.; ; Training is provided at additional charge for half day or full day.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Bromcom MIS
  • Bromcom Finance

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Scomis is an accredited Bromcom Support Partner. We are able to support all elements of the application platform through a team of Support Analysts via our Service Desk and with a team of consultants.; ; All incidents are logged directly with our Service Desk either via the telephone, email and online with MyScomis. We are committed to answering your call within 30 seconds. The Service Desk will give a reference for all cases. At the point of logging the case a priority will be assigned based on the impact and urgency linked to the call profile. Response is measured from when we first start working on resolving the incident.; ; All incidents reported are logged in our MyScomis. We class any interruption to the service or reduction in the quality of the service as an incident. ; ; We also classify ‘How do I’ queries as incidents. This is because it is often the case that a user is unable to continue with their work until this query is resolved and this work may be time sensitive.; ; Our Service Desk can support remotely for issues that can be resolved either over the phone or by securely, remote accessing the end users system.

Service scope

• Service constraints: Customer Responsibilities; Setup a user with defined credentials within the MIS as an administrator; Provide the ability for Scomis to use screen sharing software; Users of the MIS follow the Terms and Conditions set out by the MIS provider

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service Desk Hours; ; Monday to Thursday ; 7:30am – 5:30pm; Fridays; 7:30am – 5:00pm; ; Excluding July & August (End of Year); Monday to Friday; 9:00am – 5:00pm; Results download day - A Level and GCSE; 7:00am – 5:00pm; Results day -A Level and GCSE; 7:00am – 5:00pm; ; * Outside of these hours you may use all Scomis Delivery Channels to log a call
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Scomis provides a service level agreement (SLA): ; Priority 1 - Critical; Whole School Affected; Target Response: 20 minutes; Target Resolution: 2 Hours; ; Priority 2 - High; User unable to Work; Target Response: 2 Hour; Target Resolution: 6 Hours; ; Priority 3 - Medium; Unable to perform key time critical tasks; Target Response: 7 Hour; Target Resolution: 8 Hours; ; Priority 4 - Low; Problem, user still able to perform key tasks; Target Response: 8 Hour; Target Resolution: 3 Days; ; Priority 1 - We endeavour to respond by telephone to high priority cases, such as a system failure, within 20 minutes of the initial enquiry being logged. ; ; Priority 2 - If you are unable to perform key time critical tasks but are otherwise able to work, we aim to respond to you by telephone within 2 hours.; ; Priority 3 - For intermittent issues where you are still able to perform key tasks, we aim to respond to you by telephone or email within 7 hours of you logging the enquiry.; ; Priority 4 - We aim to respond to service requests, such as booking a training course, within 8 hours.; ; In practice we resolve nearly two thirds of all our cases on first contact.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • PSN
  • Cyber essentials Plus (In Progress)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Devon County Council takes climate change very seriously and is committed to helping reduce emissions across Devon through its coordination of the Devon Climate Emergency, the authority’s Climate Change Strategy and its key projects.

  Covid-19 recovery

  Dealing with COVID-19 will be an ongoing part of our work. With the initial response behind us, we can turn our attention to recovery and rebuilding. In doing so we will work towards a more sustainable future that meets the critical challenge of climate change. We will also respond to the inequalities that exist between different areas and different communities and understand the ways in which COVID has deepened disadvantage for some.

  Tackling economic inequality

  For the next four years we will… Develop local support networks to reduce food and fuel poverty and support people that are experiencing hardship Promote services that increase resilience, self-reliance and independence Prioritise the delivery of our domestic violence and abuse strategy Promote community cohesion including reduction of hate crime by improving awareness and response Develop a coordinated approach to address child poverty Consider the findings of the Race Equality Audit and implement its recommendations

  Equal opportunity

  Since March 2020 we have changed the way we work in so many ways, working at different times in varied locations, using new technology and finding alternative ways to manage, communicate and interact. As we define new ways of working, we want to build on what we have learnt through the pandemic, maintain the positive changes we have made and address some of the things that are not working for us. We are committed to ensuring that everyone is offered equal opportunities and equity to work in a way that delivers the best outcomes for everyone.

  Wellbeing

  Devon County Council is part of the Mindful Employer Network and we are signed up to the Mindful Employer Charter. The Charter is one element of the Mindful Employer initiative which is aimed at increasing awareness of mental health in the workplace and supporting businesses in recruiting and retaining staff. The Mindful Employer website contains useful links to information and resources.

Pricing

• Price: £1,830 an instance a year
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at scomisbids-mailbox@devon.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.