Leo Learning Ltd

LEO Managed Support including Moodle

LEO provides expert technical assistance across a range of technologies including Moodle and Mahara, Laravel, Django, LearningLocker, OpenSearch and Alfresco. Our specialist Defence team have hands-on experience of MODCLOUD. We offer: 1st line support for end users, 2nd line support for site administrators, 3rd line support for site maintenance.

Features

• 1st line support services for end users
• 2nd line support services for site administrators
• 3rd line support services for site maintenance
• Support services from Monday to Friday, 9am-5.30pm
• Monthly issue reports
• Trend analysis and issue reduction
• Direct phone lines to the support services team
• Email support
• FAQ creation
• ITIL processes

Benefits

• Dedicated support services staff: no automated menu answering
• Team with expert knowledge within the e-learning industry
• Consistency - average of 80% first-time fixes
• Team with specialist experience of Defence
• Security cleared staff

£4,000 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 lxbidteam@gpstrategies.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

546061903404368

Contact

Sean Nugent
01273468889
lxbidteam@gpstrategies.com

Planning

• Planning service: Yes
• How the planning service works: LEO's team of technical experts can carry out consulting workshops to determine your technical requirements and recommend cloud hosting or software services to meet those requirements. We have a documented process we call the LEO Healthcheck that looks at people, process, technology and content and enables us to recommend appropriate products and services.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We provide training tailored to your requirements.
• Training is tied to specific services: Yes
• Services the training service works with: Learning web applications and integrations

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We will audit your existing application and create a migration plan that will meet your requirements. You will have the opportunity to review and confirm the migration plan before work begins.
• Setup or migration service is for specific cloud services: 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:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: The LEO Support Service provides expert technical assistance across a wide range of technologies, from e-learning and portals to intranets and e-commerce sites. We provide:; 1st line support for end users; 2nd line support for site administrators; 3rd line support for site maintenance; We can tailor support packages to your individual needs. If you require support for your users and administrators, or need the reassurance of a site maintenance plan, the Service Desk is on hand to help.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our target initial response time for all support queries is 4 business hours, and our target fix time for all support queries is 5 business days.
• 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: The LEO Support Service provides expert technical assistance across a wide range of technologies, from e-learning and portals to intranets and e-commerce sites. ; ; The LEO Support Service offers the following high quality support: ; 1st line support for end users ; 2nd line support for site administrators ; 3rd line support for site maintenance ; We can tailor support packages to your individual needs. If you require support for your users and administrators, or need the reassurance of a site maintenance plan, the Service Desk is on hand to help.

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  We are committed to fighting climate change and reducing the direct environmental impacts of our operations. We follow best environmental practices, reducing our carbon footprint, and supporting our clients' efforts to minimise their impact on the environment. We incorporate sustainable thinking into our business and working to deliver solutions that reduce environmental impact for both our organisation and our clients. Taking a responsible approach to the environment is one of our core values and we aspire to achieve this by controlling and minimizing our environmental impacts, driving continuous improvement, and evaluating new opportunities for environmental stewardship that improve our environmental performance. Our Environmental Management Program guides our strategies and actions to reduce greenhouse gas emissions, which include these five priorities: 1. Reducing our physical office footprint through reductions in square footage of office space by promoting more virtual work environments, where feasible 2. Leveraging renewable energy, where feasible 3. Minimizing GHG emissions related to business travel 4. Reducing consumption and promoting recycling of electronic equipment 5. Reducing consumption and promoting recycling of consumables, including paper To help our clients reduce their carbon footprint we delivery effective learning experiences using a mix of modalities. Our approach includes digital content and virtual instructor-led training, which helps reduce Scope 3 emissions. When in-person training is necessary, we prioritise local resources and regional trainer pools to minimise travel. To ensure transparency, we publish our objectives and targets on CDP and EcoVadis. We periodically evaluate the progress of our environmental performance goals to ensure our environmental management program is on target.

  Covid-19 recovery

  For one global client, the corporate standard virtual meeting environment quickly proved to be grossly inadequate for virtual learning sessions. Audio and video reliability and quality were poor, and the tool lacked common features that enable virtual learning sessions to succeed. Through our enterprise license agreement with a well-known and highly capable virtual learning platform, we quickly (in four business days) arranged 12 licenses for our client’s use. We also provided virtual session administration and delivery process flows and procedures to ensure all aspects of the sessions, from scheduling to closeout, were professionally handled. For another global client, we were engaged to support the design, development, and in-person delivery of their “New Horizon” content globally (a strategy that outlines how the client will focus on their people, their customers, and their shareholders.) With the onset of COVID-19, a drastic change in approach was required. Everything regarding the rollout had to be reimagined. Our team had to quickly pivot and create an engaging solution that could be delivered virtually by our client’s leaders and supported by OUR staff. We can help organisations stabilize in times of disruption. We can help you navigate any disruption and can offer support in many ways, including: • Emergency preparedness - includes support through strategic planning, response, training, and staff augmentation. • Change support and enablement strategies to help you adapt to new ways of working together. • Learning continuity strategies to ensure learning continues and your employees remain up to date. • Learning and collaboration tools and technologies. • Converting face-to-face training into virtual experiences. • Instructor training to help your instructors become effective virtual facilitators. • Virtual design thinking and collaborative sessions to give you the thought leadership you need to succeed. • Access to virtual moderators and facilitators.

  Tackling economic inequality

  As part of LTG, we have always supported internships and apprenticeships. We have people in senior roles who came to work with us through these schemes. We have adopted the new apprenticeship scheme and have already used it to hire an IT apprentice for one of our London offices. We always choose interns who are local to the area and with specific interests that we can nurture and they can contribute. For example, we recently had an intern in our Sheffield office for the summer shadowing our Quality, Health & Safety and Environmental Manager. She had an interest in Wellness and we have captured her feedback in relation to integrating aspects of her contribution into one of our Health and Safety policies. In 2021 we took the first steps towards establishing a graduate scheme that aims to recruit a diverse group of future leaders with an apprenticeships programme in the UK, to enable us to reach less fortunate socio-economic groups.

  Equal opportunity

  We are committed to creating a culture that embraces and celebrates people’s differences. We believe that organisations should embrace their workforces as they are, and we continually review how we ourselves can best promote and advance a culture in which all our staff feel comfortable being themselves in the workplace. We implemented three goals: awareness (to increase sensitivity and understanding and create a common language around diversity, equity, and inclusion); training (to help employees appreciate cultural differences and equip leaders with greater confidence and competence in taking actions that create a greater sense of equity and inclusion); and engagement (to address cultural and structural barriers). To meet these goals, we developed the IDEA (Inclusion, Diversity, Equity, and Accountability) Council. This cross-functional, cross-enterprise Council’s mission is to foster an environment where diversity is not only accepted, but also embraced and valued. Employees are invited to actively participate in monthly, voluntary, employee-led and leadership-sponsored Employee Resource Groups (ERGs) that foster a diverse, inclusive workplace aligned with our organizational mission, values, goals, business practices, and objectives. Our ERGs include Asians & Asian Americans plus Allies; Black plus Allies; LBGTQ+ plus Allies; Allies and People Living with Disabilities (APLD); Women’s Inclusion Network (WIN); Veterans plus Allies; and The Mind & Fitness Café. Our consultancy, facilitation, and programme design options encompass leadership and DE&I programmes, enabling our clients to work towards the common goal of fostering inclusion, equity, and social justice. We also help our clients communicate their ESG priorities through engaging content. Our tailored ESG learning content covers a range of topics, including health and safety, cyber and data security, modern-day slavery, anti-harassment, personal ethics, whistleblowing, anti-bribery, and consumer protection. By providing this content, we aim to enhance the operating resilience, sustainability metrics, and ethical culture of your organisation.

  Wellbeing

  An important part of our Corporate Social Responsibility (CSR) strategy is taking care of our people. This includes the following: Employee wellness programme - the programme focuses on a number of areas: Mental health; Physical health; Health and safety; Personal development; Social connections, and Social contributions. Diversity and inclusion - we believe that the diversity of our workforce is a key point of strength, making the group a more vibrant and dynamic place to work. We continually review how we can best promote and advance a culture in which all staff feel comfortable being themselves in the workplace. Communication and staff surveys - We prioritise measuring the staff’s well-being through our regular engagement surveys. We have peer focus groups who look at the results of the surveys to better understand how we can improve aspects of the working environment including the delivery of training and development interventions. We have made a concerted effort to act on any feedback received and have worked hard this year to listen to our people. For example, in response for better communication, we have introduced regular town halls and monthly newsletters. Employee Assistance Programmes - in the US and UK we provide staff with support in a range of areas, including well-being support, financial advice and legal advice Professional development - we have in place a talent management system for career development, goal setting and progression.

Pricing

• Price: £4,000 a unit a year
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 lxbidteam@gpstrategies.com. Tell them what format you need. It will help if you say what assistive technology you use.