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**New** Service Level Agreement (SLA) 2021-2022

1. Employee Relations 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

The Employee Relations Core Package offers an unlimited service to the following:

  • First line support from our team of experts on the HR Service Desk by phone and email.
  • 24/7 access to all employment policies, guides and manager toolkits related to teachers and to employees on Bucks Pay via the SchoolsWeb.
  • Expert HR support in person at hearings where dismissal could be an outcome.
  • Tailored telephone advice and guidance on all employee relations matters. The provision of a dedicated caseworker to support customers on a one to one basis on all on-going employee relations cases.
  • Support, advice and guidance on all of the following employee relation issues:
    • Discipline
    • Capability
    • Grievance
    • Managing attendance
    • Reasonable adjustments
    • Managing Change
    • TUPE
    • Terms and conditions of employment
  • Access to specialist occupational health services (Subject to a subscription to the Occupation Health Package).
  • Free attendance for one delegate per school to attend a one day or two half-day training workshop on ER Policies for Head Teachers and members of the senior leadership team delivered by the Employee Relations Advisory Team.
  • Notification of changes to teachers’ terms and conditions, Bucks Pay terms and conditions and on employment policy changes.
  • Communication and guidance on national developments e.g. industrial action, consultation on teachers’ terms and conditions.
  • Quality checking of formal documentation related to Employee Relations issues.
  • Family-friendly policies guidance (Maternity, Paternity, Flexible working etc.)
  • Job evaluations (5 included in your core package per year).

Schools can purchase Employee Relations Services on a consultancy, pay as you go basis which allows schools to tailor a package according to individual needs.

Package

Prices for 2021-2022

Core Package

£41.99 per employee per year

Consultancy Package

(Pay as you go)

 

 

 

 

Independent Investigation Officers

External provider

 

£650 per day

Attendance at Work Force Planning meetings

£85/hour

Advice to support Governor Meetings

£85/hour

Bespoke Training on HR policies

Full day: £300* per delegate

Half day: £150* per delegate

 

*This is a guide price that may change based on the specifics of the training course you have requested

Job Evaluations(JE)

£175 per JE

Mediation

£85/hour

Advice and support on settlement agreements

£85/hour

Advice  and support on the ACAS process

£85/hour

Advice and support on Employment Tribunals

£85/hour*

VAT will be charged to those who are not Maintained by the Local Authority.

On occasion where special legal advice is required, the Employee Relations team will advise any additional charges.

Formal and Informal core management workshops

As part of the employee relations package, the team will deliver regular training throughout the year. Details of these courses will be uploaded to the Schoolsweb Bulletin and published on the Traded Services Events.

Buckinghamshire Council responsibilities

We will provide you with:

  • a professional ER Advisory Service to our customers;
  • advice on appropriate people management strategies that are relevant to specific queries and/or cases;
  • the advice in a timely and appropriate manner either via the telephone, email or face to face (dependent on the specific situation/availability);
  • quality checking of formal letters, reports and any other relevant documents;
  • information to highlight any appropriate risks to customers when managing specific people management situations and/or cases.

    In addition, we will:

  • Adhere to the set timeframes in terms of acknowledging a customer’s query;
  • Adhere to the set timeframes in terms of assigning a case to a HR professional.

 

School responsibilities

You will need to:

  • ensure all relevant information is supplied to the HR professional to ensure the advice; offered accurately reflects the situation and/or case;
  • adhere to your own responsibilities within the identified process charts assigned to this agreement (i.e. conduct and discipline, capability, reorganisation etc.);
  • acknowledge that the service offered by the Employee Relations Advisory Team is that of an advisory nature;
  • recognise the set timeframes in terms of the set response times;
  • raise any concerns around the service you are receiving as soon as the concern arises;
  • where possible give appropriate notice on seeking support from the service both in terms of advice and in terms of requested attendance at formal proceedings and meetings. By giving appropriate notice it will enable the Employee Relations Advisory Team to source the right level of support required. Where possible reasonable notice should be given to the Employee Relations Advisory Team to ensure realistic timeframes are set.

 

Changes to Services

  • Buckinghamshire Council reserve the right to amend service offerings as described in the brochure. These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.
  • Buckinghamshire Council commits to providing sufficient notice, transition period and an effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Measuring Performance

We currently gauge the performance levels of services by reporting on relevant KPI’s stated within the Service Descriptors, available to customers on a per request basis. Customer feedback is the most valuable source to Buckinghamshire Council in driving consistent service improvement. Please see our below methods and communication in the table below.

Service

Service Description

KPI

Acknowledging an HR Service Desk Call

 

 

We will aim to provide initial telephone advice within 1 working day.

 

We will aim to provide email advice within 2 working days

Assigning a case that comes through to the ERA Team

High priority employee relations cases:

  • Safeguarding
  • Suspensions
  • Gross misconduct
  • Formal capability
  • Whistleblowing
  • Bullying and harassment
  • Settlement agreements
  • Contact from ACAS
  • Employment tribunal claims

We will aim to assign a dedicated ER Adviser to high priority cases, within 24 hours of the query being referred to the ERA Team

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Option

Description

Immediate escalation (outside formal BCC complaints process)

Contact the Business Development Team at tradedservices@buckscc.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Service Desk

Email: hrservicedesk@buckscc.gov.uk

Phone: 01296 382233

 

Head of HR Consultancy

Carly Evans

Email: Carly.Evans@buckinghamshire.gov.uk

 

Employee Relations Manager

Ella Palmer

Email: Ella.Palmer@buckinghamshire.gov.uk

 

Business Development Manager

Caroline Wheller

Email: Caroline.Wheller@buckinghamshire.gov.uk

 

Immediate escalation (formal BCC escalation process)

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

Back to Front Page of SLA

 

 

2. Payroll and Transactions 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

 

The Payroll and HR Transactions Management Service is committed to offering you a high quality and effective service that is based around a standard, integrated People Lifecycle of Joining; Working; Learning and Development; Reward; Leaving.

 

The package includes the following features and processes:

Access

  • 24/7 access to comprehensive guidance, advice and automated forms (e-forms) via the Schools Web
  • ServiceNow Portal
  • Access to the Human Resources Service Desk by phone or email to address first line payroll queries during office hours as stated below
  • Regular updates on national and local issues that will impact on customers. Examples include: Auto Enrolment; HMRC Real Time initiative; advice on salary deductions during Industrial Action;
  • Regular updates in person at Support Services forums; Schools Bulletin, Schools Web
  • Access to use the SIMS to SAP export facility. This facility is dependent on both the Payroll and SIMS Support Services being purchased from Buckinghamshire Council.
  • Advice and best practice on payroll legislation

Joining

  • Issue contracts of employment; check salary details of new starters and set up on the payroll system; provision of information to third parties (e.g. Finance Companies, Mortgage Companies)
  • Compliance check and advice on Safeguarding and right to work checks
  • Administer HMRC statutory requirements (see below for full requirements)

Working

  • Administration of all variations to employment including variations to hours and  working patterns; claims based workers; instant access to all salary notification data;  
  • Advice on Statutory and Occupational Maternity, Paternity and Adoption Pay - direct to employees and to the Academy
  • Written correspondence to employees on long term absence and a copy of the letter sent to the employee and school/service line manager.
  • Administration of claims for supply teachers and other casual workers; claims based overtime payments and other expenses 
  • Basic advice on HMRC requirements (see below for a full list of requirements)

Reward

  • Process and administer pay and provide employees with access to secure electronic salary information
  • Payment of all statutory employee and employer monthly liabilities to the Inland Revenue are made, this includes National Insurance contributions, P11d (annual notification of benefits statement), PAYE, P60 (annual statement of earnings) and P45s
  • Calculate entitlement to statutory occupational sick pay including written notification to an employee and a copy of the letter to the Academy
  • Adjust salaries to take account of national and local pay awards as required
  • All Pension Auto Enrolment activity including the 3-year re-enrolment task.
  • Perform the monthly PAE assessment and produce written notifications to employees.
  • Process Pension member options, opt-out forms, AVC’s etc. and process contribution refunds as per the scheme rules.
  • Apply HMRC income tax code changes, pay scale updates, process pay increments and update travel rates as appropriate
  • Written correspondence to employees who have reached state pension age.
  • Process all employee benefits Child Care Vouchers
    Child Care Voucher deductions can be administered by payroll, however, the Academy school must set up the scheme directly with the provider and will be responsible for the payment of invoices and the administration of the scheme.

Leaving

  • Update employee records; calculation of termination payments and notification of payroll and pensions; all statutory submissions, issue relevant forms e.g. P45; reconciling and recovering any overpayments 
  • Written correspondence to employees who have reached state pension age.

 

The core package also includes a full end to end payroll service if required with the following features:

E-Payslips

  • Provision of a logo-free electronic payslip to each employee on or before payday A payslip containing the Academy logo and address details can be provided if required but will incur an additional cost. This can be provided on request as it is dependent on the number ordered and the detail of the logo to be inserted.

 

BACS Payment Facility

All BACS payments are taken directly from the Academy’s own bank account, this includes

  • Employee salary payments
  • 3rd party payments
  • Any interim payments (as agreed)

Overpayments Process

  • Active Employees - a correction action is carried out by the HR Operations team which results in the payroll retrospectively adjusting the employee’s pay. The Academy is advised of the overpayment amount and confirmation of the recovery sought.
    If the overpayment is significant and the recovery is to be taken over a number of periods the Academy must advise HR Operations of the repayment schedule.

Leavers - any overpayment will be calculated and the Academy will be advised of the amount owed by the employee.
The corrective action will be processed through the payroll and the costings reflected to show this.
The Academy will be responsible for the overpayment recovery

 

Financial Reporting

We provide a number of comprehensive reports that will provide you with the information needed to analyse and post your employee’s salaries, on-costs, and any additional items, these are sent using secure methods to protect the confidential contents of the reports, this includes:

 

The two mid-month payroll costing reports include:

  • Employee Master Data summary spreadsheet. This shows Surname, Initials, Personnel Number, Contract type Grade, ISN Point, FTE %, Weeks Worked, Annual Leave Weeks, Annual Salary and Cost Centre.
  • Gross Cost Listing Spreadsheet. This shows the total Gross Cost information by wage type by an individual.

The remaining reports cover the end of  month payroll costing reports which include:

  • Employee Gross Cost Analysis. This is made up of three spreadsheets and provides you with detail and summary level information of the total gross cost of your employees i.e. a breakdown of all payments and on-costs.
    • Gross Cost Listing Spreadsheet. This spreadsheet is designed to provide the total Gross Cost information by Wage Type.
    • Gross Cost Detail Spreadsheet. This spreadsheet provides an analysis of the information in the spreadsheet above. It is designed to give you a listing, by an employee of the total Gross Cost to the school analysed by G/L posting and subtotalled by Contract Type.
    • Gross Cost Summary Spreadsheet. As above but without the GL Account no. breakdown, therefore, providing one line per employee rather than multiple lines.
  • Payroll Journal Spreadsheet. This spreadsheet details the Revenue posting totals (P&L) as well as some Balance Sheet items like VAT, Salary Overpayments and Multiple Employee postings.
  • Statement of Outgoings Spreadsheet. This details all the deductions that are going to be made from your bank account and the dates of these BACS payments:
    • HMRC (Inland Revenue) – Tax, National Insurance, Student Loans, Apprentice Levy and SMP (recovery)
    • LGPS
    • Teachers’ Pension
    • Unison
    • Court orders
    • LG AVC (Additional Voluntary Contributions)
    • TP AVC (Additional Voluntary Contributions)
    • Other 3rd Party deductions as appropriate.
  • Employee Gross to Net Analysis. These two spreadsheets are provided to give you both detail and summary level analysis of the Gross to Net calculations for your employees
    • Gross to Net Listing Spreadsheet. This spreadsheet is designed to provide the total Gross to Net information by Wage Type.
    • Gross to Net Summary Spreadsheet. This spreadsheet provides a Gross to Net Summary for each employee paid subtotalled by contract type.
  • Statutory and Annual Returns

National Statistics Annual ASHE return HMRC Returns:

    • Annual submission to HMRC and issue of copy P11ds to employees
    • Annual submission of employers P11d(b)
    • Annual issue of P60s to employees
    • Annual Class 1a employer NIC pay over
    • Processing P45s and Starter checklist
    • NI exemption Cards
    • Requests for Starter Checklist
    • Monthly RTI (Real Time Information ) submission to HMRC 

The service provided by the Payroll Team does not include alterations to terms & conditions including absences, new payments or deductions unless statutory.

The package includes the following features and processes:

Access

  • 24/7 access to comprehensive guidance, advice and automated forms (e-forms) via the Schools Web
  • Access to the Human Resources Service Desk by phone or email to address first line payroll queries during office hours as stated below
  • Regular updates on national and local issues that will impact on customers. Examples include: Auto Enrolment; HMRC Real Time initiative; advice on salary deductions during Industrial Action
  • Regular updates in person at Support Services forums; Schools Bulletin, Schools Web
  • Access to use the SIMS to SAP export facility. This facility is dependent on both the Payroll and SIMS Support Services being purchased from Buckinghamshire Council.
  • Advice and best practice on payroll legislation

Joining

  • Issue contracts of employment; check salary details of new starters and set up on the payroll system; provision of information to third parties (e.g. Finance Companies, Mortgage Companies)
  • Advice on migrant worker employment and sponsorship; provision of migrant worker certificates as appropriate
  • Compliance check and advice on Safeguarding and right to work checks. Administer HMRC statutory requirements (see below for full requirements)

Working

  • Administration of all variations to employment including variations to hours and working patterns; claims based workers; instant access to all salary notification data;  
  • Advice on Statutory and Occupational Maternity, Paternity and Adoption Pay - direct to employees and to a school
  • Written correspondence to employees on long term absence and a copy of the letter sent to the employee and school/service line manager
  • Administration of claims for supply teachers and other casual workers; claims based overtime payments and other expenses
  • Basic advice on HMRC requirements (see below for full list of requirements)

Reward

  • Payment of all statutory employee and employer monthly liabilities to the Inland Revenue are made, this includes National Insurance contributions, P11d (annual notification of benefits statement), PAYE, P60 (annual statement of earnings) and P45s
  • Process all employee benefits e.g. Childcare Vouchers
  • Process and administer pay and provide employees with access to secure electronic salary information
  • Calculate entitlement to statutory occupational sick pay including written notification to the employee and copy of the letter to the school.
  • All Pension Auto Enrolment activity including the 3 year re-enrolment task.
  • Perform the monthly PAE assessment and produce written notifications to employees.
  • Process Pension member options, opt-out forms, AVC’s etc. and process contribution refunds as per the scheme rules.
  • Apply HMRC income tax code changes,, pay scale updates, and process pay increments and update travel rates as appropriate.
  • Adjust salaries to take account of national and local pay awards as required

Leaving

  • Update employee records; calculation of termination payments and notification of payroll and pensions; all statutory submissions, issue relevant forms e.g. P45 and P46.
  • Written correspondence to employees who have reached state pension age.

 

The core package also includes a full end to end payroll service if required with the following features:

E-Payslips

  • Provision of an electronic payslip to each employee on or before payday, is sent to the school.

BACS Payment Facility

All BACS payments are taken direct from the schools own bank account, this includes

  • Employee salary payments
  • 3rd party payments
  • Any interim payments (as agreed)

Overpayments Process

  • Active Employees
    A correction action is carried out by HR Operations team which results in the payroll retrospectively adjusting the employee’s pay. The school is advised of the overpayment amount and confirmation of the recovery sought.
    If the overpayment is significant and the recovery is to be taken over a number of periods the school must advise HR Operations of the repayment schedule.
  • Leavers
    Any overpayment will be calculated and the school will be advised of the amount owed by the employee.
    The corrective action will be processed through the payroll and the costings reflected to show this.
  • The school will be responsible for the overpayment recovery

Financial Reporting

We provide a number of comprehensive reports that will provide you with the information needed to analyse and your employee’s salaries, on-costs, and any additional items, these are sent using secure methods to protect the confidential contents of the reports, this includes:

  • A Gross Cost Listing report which is a monthly summary of all employee costs to the Schools i.e. pension, employer’s national insurance costs, salary and on costs
  • An Employee Master Data summary spreadsheet. This shows Surname, Initials, Personnel Number, Contract type Grade, ISN Point, FTE %, Weeks Worked, Annual Leave Weeks, Annual Salary and Cost Centre.
  • A HR Action Report– this report details all actions taken within the pay period i.e. starters, leavers and variations

Core package for Academies

Org Type

Product Dependencies

1 Year Price

3 Year Price

Single Academy Trust

 

Access to Schools Web needed.

 

To utilise the SIMS to SAP export facility the BCC SIMS Support Services must be purchased.

£5.09 per employee per month multiplied by 12 payslips plus VAT.

 

Equates to £66.17 plus VAT per employee. This includes a year-end earnings P60 payslip.

 

Contracts run for 12 months from 1 April 2021 to 31 March 2022

£4.99 per employee per month multiplied by 12 payslips plus VAT.

 

Equates to £64.87 plus VAT per employee. This includes a year-end earnings P60 payslip.

 

Contracts run for 31 months from 1 April 2021 to 31 March 2024

Multi-Academy Trust

Access to Schools Web needed.

 

To utilise the SIMS to SAP export facility the BCC SIMS Support Services must be purchased.

 

To be classed as a Multi-Academy Trust (MAT), there must be more than 1 academy under the Trust.

£4.29 per employee per month multiplied by 12 payslips plus VAT.

 

Equates to £55.77 plus VAT per employee. This includes a year-end earnings P60 payslip.

 

Contracts run for 12 months from 1 April 2021 to 31 March 2022

£3.99 per employee per month multiplied by 12 payslips plus VAT.

 

Equates to £51.87 plus VAT per employee. This includes a year-end earnings P60 payslip.

 

Contracts run for 31 months from 1 April 2021 to 31 March 2024

Additional Services for Academies

Service

Price

Interim Payment facility

Standard Interim payments £65.00 each 

 

Core Package for Schools

Org Type

Product Dependencies

1 Year Price

3 Year Price

School

Access to Schools Web needed.

 

To utilise the SIMS to SAP export facility the BCC SIMS Support Services must be purchased.

£4.79 per employee multiplied by 12 payslips

 

Equates to £62.27 per year this includes a P60 annual earnings payslip

 

Casual workers will be billed retrospectively in September at the end of the annual contract

 

Contracts run for 12 months from 1 April 2021 to 31 March 2022

£4.69 per employee multiplied by 12 payslips

 

Equates to £60.97 per year this includes a P60 annual earnings payslip

 

Casual workers will be billed retrospectively in September at the end of the annual contract

 

Contracts run for 36 months from 1 April 2021 to 31 March 2024

Additional Services for Schools

Service

Price

Interim Payment facility

Standard Interim payments £100 each 

For those who are wishing to buy this service after having been with another Payroll Provider we will undertake the following:

  • Audit of existing employee data
  • Advise on remedies for any changes
  • Creation of payroll records with the provision of an employee data report enabling the Academy/School to confirm that the information is correct

 

Product Dependencies

Term

Price

All employees must be paid either on Teachers terms and conditions or on Bucks Pay terms and conditions

Pay as Used

3 hours free consultancy to assess the amount of work needed and then required work charged on an hourly rate of £85 hour

 

Set up charges will be confirmed in the Service offer.

VAT will be charged to those who are not maintained by the Local Authority

Payroll and Transactions Management Services to Schools 2021- 2022

Service

Service Description

KPIs

Acknowledging a HR Service Desk Call

 

Calls transferred to HR Transactions and Payroll team via the HR Service Desk HRServicedesk@buckinghamshire.gov.uk

Acknowledge and update within 2 working days

Employee Lifecycle 

 

All payroll related notifications, associated documentation and bespoke advice

Process all Notifications* received by published deadlines or previous working day if the deadline falls on a weekend or bank holiday

 

*Providing all documentation and associated documentation has been submitted by published deadlines.

Issuance of Contracts of employment via secure email

 

Turned around within an average of 4 weeks from the receipt of the completed documents.

% Notifications received by published deadlines, to be processed by payroll run for a month in which received

99%

% notifications received by the SIMS to SAP solution by published deadlines, to be processed by payroll run for a month in which received

100%

% Contracts of Employment turned around within 4 weeks

95%

Payroll Information

% Monthly payroll data processed

100%

% Non-critical payroll queries resolved with 10 working days.

+ 95%

% Employees reprocessed successfully between the first  and  last payroll run

+ 95%

Number of Payroll queries received by the month

Number

Number of payroll queries escalated per month

< 5%

Number of Interim payments by Month and % against active workforce

Number

< 5%

The Payroll and Transaction Teams are available from Monday to Thursday (excluding Bank Holidays) 9 am – 5.30 pm and Friday 9 am – 5 pm. Calls can be logged by email at HRServicedesk@buckinghamshire.gov.uk or by calling the HR service desk on 01296 382233.

 

Buckinghamshire Council responsibilities

The Payroll and HR Transactions Management Team aim to provide a high level of payroll expertise and where needed advice and guidance is offered to assist employees in resolving any payroll issues. The Payroll and HR Transactions Management Team is committed to offering you high quality and effective service that is based around a standard, integrated Payroll process.

We will provide you with;

  • Professional payroll service to customers with a secure and safe platform on which payroll is processed.
  • Advice and guidance on payroll legislation.
  • Compliance to current and future legislation.
  • A set of Mid-Month Reports, a copy of the employee master data and a gross cost listing by the individual.
  • A set of Month-End Reports; a copy of the employee master data, a gross cost listing, a gross cost summary, a gross to the net listing, a gross to the net summary, an outgoings report, a payroll journal report and a wage type analysis.
  • The deduction and payment over of employee and employer pension contributions.
  • Retrieval and processing of forms P2, P6, P9, and SL1 from HMRC website
  • Timely submission of HMRC forms P11d and P11d(b)
  • Timely submission of FPS and EPS (RTI) and EYU submissions (if required)
  • Applying National Insurance form CA4140
  • The deduction and payment over of voluntary deductions, e.g. GAYE, Unison etc.
  • Process all employee benefits e.g. Childcare Vouchers, Bike Loans etc.
  • Issue Monthly payslips and the payment of net salaries via BACS.
  • Processing Payroll instructions as per published deadlines via Schools Web.
  • Processing expense claims for reimbursement as per published deadlines.
  • Quality assurance check on the calculations for all payments and deductions.
  • A comprehensive Business Continuity Plan (BCP) for payroll processing.
  • Inform customers in the advent of the BCP being invoked.
  • Support to manage long terms absence, calculations and resultant letters
  • Compliance to and the administration of all court orders, the calculation, deduction and timely payment over.
  • Management of the overpayment process with calculations and direct employee communication.
  • BACS files that will be submitted in accordance with the customer’s approval. If however no approval to the contrary is received then BC will submit the files in accordance with the processing timetable.
  • Provide support and guidance as needed should a BACS file or transactional error occur.
  • BC will ensure that Academies are notified with reasonable notice when there are changes to deadlines for submitting information for payroll processing. We will let Academies know directly by email and through the Schools Bulletin.

 

Academy responsibilities

  • Ensure all appropriate checks are made on receipt of all Payroll reporting.
  • Raise any payroll issues as soon as the concern arises.
  • Adhere to the published monthly deadlines to ensure all payroll changes are made in the timescale required by both SIMS and e-forms.
  • Access and resolve the SIMS to SAP validation errors within the published monthly deadlines.
  • Ensure an adequate processing limit is provided with the sponsoring bank.
  • Provide a valid and active BACS SUN number.
  • Collect and verify all BACS reports to independently confirm the file totals

To enable timely processing of notifications the Academy will commit to:

  • Ensuring all new starter notifications or additional documentation are received by the published deadlines. Any notifications received after the published cut off date will be processed in the following payroll period.
  • Processing all leaver notifications by the published cut-off dates to avoid unnecessary overpayments occurring.
  • Processing any other requests by the published cut-off dates. Any notifications received after the published cut-off date will be processed in the following payroll period.
  • BC will not process any notifications if the appropriate paperwork and approvals are not in place by the published deadlines.
  • All payroll notifications are subject to a deadline of the 12th of each month and all automated claims are subject to a deadline the 15th of each month unless those dates fall on a weekend or Bank Holiday by which the deadline will be the previous working day. December payroll will be subject to an earlier deadline date and this will be communicated later in the year.
  • BC can offer a facility to process notifications received after the published cut off date which may be subject to an administration fee of £100.00. However, BC reserves the right to refuse to process the notification until the following pay period.

 

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion; please contact one of the business partners to arrange such an account management meeting.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the HR Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Complaints procedures

Option

Description

Immediate escalation (outside formal BCC complaints process)

Contact the Business Development Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Service Desk

hrservicedesk@buckscc.gov.uk  or  01296 382233

 

HR Programme, Commercial & Governance Manager

Lorna Fisher

Lorner.Fisher@buckinghamshire.gov.uk

 

Business Development Manager

Caroline Wheller

Caroline.Wheller@Buckinghamshire.gov.uk

Immediate escalation (formal BCC escalation process)

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

The Human Resources Service follows BCC Contract Management Frameworks & holds regular Service Review Meetings as and when required.

Timely provision and distribution of monthly pay statements

All payroll instructions made within the published deadlines

Send agreed on suite of reports Mid-Month Reports and Month-End Reports within the published deadline

 

Back to Front Page of SLA

 

3. Local Government Pensions Scheme 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

 

The Buckinghamshire Council Pensions Team (PT) is committed to offering a high quality level of service. We offer a professional, confidential and highly effective service to our LGPS customers.

Elements of the Local Government Pension Scheme Employers Service Package for Academies that purchase Buckinghamshire Council payroll

Academies (BC Payroll)

Schools

(BC Payroll)

Notification to LGPS of new members joining the scheme

Y

Y

Notification to LGPS of a member leaving employment using form ‘Notification of Employee Leaving’

Y

Y

Processing potential retirees using the form ‘Notification of Employee Leaving’ and calculation sheet

Y

Y

Notification to LGPS of amendments to a members contribution level (50/50 scheme)

Y

Y

Respond to requests from LGPS for service, pensionable pay and contribution information for individuals

Y

Y

Undertake and fulfill the duties of the statutory pension scheme and the assessment and enrolment activities required for compliance to Pension Auto-enrolment (PAE). Including Re-enrolment activity

Y

Y

Processing of Opt-out /Opt-in notifications, for members who wish to join or leave the Scheme. Including the Opt-out leavers' form

Y

Y

Process and verify payroll reports at regular intervals ensuring that correct pension contributions are deducted

Y

Y

Arrange for pension calculations for redundancy/efficiency cases

Y

Y

Keeping Academies up-to-date with changes to LGPS Regulations and Guidelines

Y

Y

Provide support with queries regarding Academy’s Employer Discretionary Policy

Y

Y

Provide support with queries in respect of the LGPS Employer responsibility

Y

Y

Complete and submit to LGPS, details of the Monthly Contribution Breakdown paid over to LGPS by the deadline of the 19th of the month following deductions (or earlier if 19th is a non-working day), based on totals extracted from payroll

 

Y

 

Y

Payment of the contributions to LGPS is processed through BACS directly from the Academy’s bank account

Y

Y

Produce the Annual Contribution Summary Return (SUP52) for Academies.   This information is put into a format compatible with LGPS requirements. Once approved the return is submitted to LGPS by the 30th April deadline

 

Y

 

Y

Produce the Annual Contribution Posting report (Contpost). When complete submitted to LGPS by the 30th April deadline. The data is used by LGPS to update individual member records

Y

Y

Deduction and payment of the members elected Additional Voluntary Contributions (AVC) with the 2 sponsored AVC providers

Y

Y

To request pension illustration from LGPS in respect of the early release of Deferred Pension Benefits for members. Information provided to the employer to grant consent if appropriate.

Y

 

Provide support and guidance on annual benefit statements queries. Primary point of contact for pension estimates from members

 

Y

Employers consent required for the early release of Deferred Pension Benefits for members who have left the Authority

 

Y

Request for Ill health retirement for deferred members or members already in receipt of an ill-health pension Tier 3

 

Y

Send LGPS Statutory Notices to members

 

Y

Name of package

2021 - 22 Charges

Annual LGPS Academy Employers Package

Tbc

Annual LGPS Multi Academy Trust (MAT) Employers Package

Tbc

Buckinghamshire Councils responsibilities

The Pensions Team provides specialist knowledge and information on the Local Government Pension Scheme (LGPS).

 

  • Provide a professional LGPS Pensions service to our customers
  • Provide specialist knowledge and information on LGPS
  • Provide guidance in a timely and appropriate manner either by telephone, letter or email
  • Adhere to the SLA timeframes in terms of acknowledging a query
  • Provide a comprehensive Business Continuity Plan (BCP) for statutory pension activities

 

Academy responsibilities

  • Ensure that all staff are directed to the HR Service Desk team for all queries in respect of the LGPS
  • Acknowledge that the service offered by the BC is that of a guidance only nature
  • Raise any concerns around the service they are receiving as soon as identified
  • Where possible reasonable notice should be given to the BC to ensure realistic timeframes are set

LGPS Service Performance indicators 2021 - 22

Service

Service Description

KPIs

Acknowledgment of a Supportworks query into the  Pensions Team

Calls transferred to the Pension Team via the HR Service Desk HRservicedesk@Buckinghamshire.gov.uk 

Acknowledge and update within 4 working days

Notification of a member leaving employment

To complete the leaving form and if applicable the final pay calculation

To submit the completed form to LGPS by 19th of each month following the leave date of the member

Monthly Contribution Breakdown

To complete and submit to LGPS details of the Monthly Contribution Breakdown, based on totals extracted from the payroll

To submit the data to LGPS by the deadline of the 19th of each month following deductions (or earlier if the 19th is a non-working day)

Pension Estimates

To complete and submit an ‘Employer Request for Estimate of Retirement Benefits’ form to LGPS to provide an estimate of pension benefits calculation

To submit the completed form to LGPS within 10 working days

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the  HR Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion. Please contact the HR Service Desk to arrange such an account management meeting.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the HR Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

 

 

Option

Contact

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BC complaints process)

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Service Desk

HRservicedesk@Buckinghamshire.gov.uk or 01296 382233

 

HR Programme, Commercial & Governance Manager

Lorna Fisher

Lorner.Fisher@buckinghamshire.gov.uk

 

Caroline Wheller

Business Development Manager

Caroline.Wheller@buckinghamshire.gov.uk

 

The formal Bucks Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Human Resources Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

 

Back to Front Page of SLA

 

4. Teachers’ Pay and Pensions 21-22

Elements of the Teachers’ Pay and Pensions Employers Service Package

(BC Payroll)

(Non-BC Payroll)

All

 

Notification of new appointments to Teachers’ Pensions (TP) via Monthly Data Collection (MDC) using their secure on-line Portal. This informs the Department for Education where teachers are employed and creates a line of service for that member’s record

Y

Y

Notification to TP via MDC, of a teacher leaving employment as they occur, using their secure on-line Portal. Information issued to teachers when they leave employment *with data provided by the Academy

Y

Y

Update personal details (i.e. name change, NI, DOB etc.) using TP Portal

Y

Y

Notification to TP of amendments to a teacher’s existing service including annual pension statements

Y

Y

Respond to requests from TP for service and salary information on individuals  

Y

Y

Completion of all TP forms eg. retirement application forms

Y

Y

Processing of opt out / opt in notifications, for teachers who wish to join or leave the Scheme

Y

Y

Process and verify payroll reports at regular intervals ensuring that correct pension contributions are deducted (If Academy use an external payroll this task can only be undertaken if reports are provided by the Academy or their payroll provider)    

Y

Y

Pension calculations for redundancy/efficiency cases

Y

Y

Keeping Academies up-to-date with changes to TP Regulations and Guidelines

Y

Y

Guidance given to individual teachers on pensions matters

Y

Y

To provide support with queries regarding the Teachers’ Pay and Conditions Document (*dependent on Academy continuing to use Document)

Y

Y

To give support to Governing Bodies on matters concerning school group sizes and Pay Ranges for leadership

Y

Y

Complete and submit via the TP Portal, details of the Monthly Contribution Breakdown paid over to TP by the deadline of the 7th of the month following deductions (or earlier if 7th is a non-working day), based on totals extracted from payroll. (If Academy uses an external payroll this information is required by the last working day of the month to be reported)

Y

Y

Produce the MDC report for Academies that use the BC payroll system. This information is put into a format compatible with TP requirements.  Once finalised the return is then submitted to TP via the on-line secure Portal by the deadline of 7th of each month (or earlier if the 7th is a non-working day).  The data is used by TP to update teachers’ individual records. This process replaces the Annual Service Return. For academies using an external payroll provider, the information will be required by the last working day of each month which will allow the team time to carry out the initial checks of the data before final submission to TP by the 7th of each month (or earlier if the 7th is a non-working day) 

Y

Y

School's Only

 

Completion of the Statutory Registration process with the Pensions Regulator

Y

Y

Undertake and fulfill the duties of the statutory pension scheme and the assessment and enrolment activities required for compliance to Pension Auto enrolment (PAE). Including Re-enrolment activity

Y

n/a

For all LA Schools, payment of the contributions to TP is processed through the County’s finance system

Y

Y

Complete and submit details of the End of Year Certificate (EOYC) to TP by 31st May. This is a summary of pension contributions for employees and employers paid over the course of the year to TP (for schools using an external payroll provider, the PT will contact the school during March with the requirements in respect of EOYC, including the request to inform your payroll provider to supply all the necessary details. This information should be returned to the PT by the end of April before final submission to TP by 31st May).

Y

Y

Academies Only

 

For Academies using Bucks Payroll, payment of the contributions to TP will be paid by BACs. The amount will be taken direct from the Academy’s own bank account

Y

n/a

For Academies using an external payroll provider they will have to make arrangements for the payment of the contributions to TP

n/a

Y

For Academies using Bucks payroll a summary of the contributions detailing each teacher, will be sent to the Academy during April to assist with the completion of the End Of Year Certificate

Y

n/a

A monthly report is generated by TP via their secure on-line portal of updates for teachers who need to transfer over to the new 2015 Pension Scheme. For Academies using Bucks payroll this will be processed when the reports are received. For Academies using an external payroll provider, the changes will be sent to the Academy who will have to make arrangements with their payroll provider to ensure that the changes are implemented

Y

Y

If the Academy has attained staging for Pension Auto Enrolment (PAE) then we undertake and fulfill the assessment and enrolment activities required for compliance to Pension Auto enrolment (PAE). Including Re-enrolment activity 

Y

n/a

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

 

The Buckinghamshire Council Pensions Team (PT) is committed to offering a high quality level of service. We offer a professional, confidential and highly effective service to our Local Government Pension Scheme (LGPS) Academy customers.

Elements of the Teachers’ Pay and Pensions Employers Service Package

(BC Payroll)

(Non-BC Payroll)

All

 

Notification of new appointments to Teachers’ Pensions (TP) via Monthly Data Collection (MDC) using their secure on-line Portal. This informs the Department for Education where teachers are employed and creates a line of service for that member’s record

Y

Y

Notification to TP via MDC, of a teacher leaving employment as they occur, using their secure on-line Portal. Information issued to teachers when they leave employment *with data provided by the Academy

Y

Y

Update personal details (i.e. name change, NI, DOB etc.) using TP Portal

Y

Y

Notification to TP of amendments to a teacher’s existing service including annual pension statements

Y

Y

Respond to requests from TP for service and salary information on individuals  

Y

Y

Completion of all TP forms eg. retirement application forms

Y

Y

Processing of opt out / opt in notifications, for teachers who wish to join or leave the Scheme

Y

Y

Process and verify payroll reports at regular intervals ensuring that correct pension contributions are deducted (If Academy use an external payroll this task can only be undertaken if reports are provided by the Academy or their payroll provider)    

Y

Y

Pension calculations for redundancy/efficiency cases

Y

Y

Keeping Academies up-to-date with changes to TP Regulations and Guidelines

Y

Y

Guidance given to individual teachers on pensions matters

Y

Y

To provide support with queries regarding the Teachers’ Pay and Conditions Document (*dependent on Academy continuing to use Document)

Y

Y

To give support to Governing Bodies on matters concerning school group sizes and Pay Ranges for leadership

Y

Y

Complete and submit via the TP Portal, details of the Monthly Contribution Breakdown paid over to TP by the deadline of the 7th of the month following deductions (or earlier if 7th is a non-working day), based on totals extracted from payroll. (If Academy uses an external payroll this information is required by the last working day of the month to be reported)

Y

Y

Produce the MDC report for Academies that use the BC payroll system. This information is put into a format compatible with TP requirements.  Once finalised the return is then submitted to TP via the on-line secure Portal by the deadline of 7th of each month (or earlier if the 7th is a non-working day).  The data is used by TP to update teachers’ individual records. This process replaces the Annual Service Return. For academies using an external payroll provider, the information will be required by the last working day of each month which will allow the team time to carry out the initial checks of the data before final submission to TP by the 7th of each month (or earlier if the 7th is a non-working day) 

Y

Y

School's Only

 

Completion of the Statutory Registration process with the Pensions Regulator

Y

Y

Undertake and fulfill the duties of the statutory pension scheme and the assessment and enrolment activities required for compliance to Pension Auto enrolment (PAE). Including Re-enrolment activity

Y

n/a

For all LA Schools, payment of the contributions to TP is processed through the County’s finance system

Y

Y

Complete and submit details of the End of Year Certificate (EOYC) to TP by 31st May. This is a summary of pension contributions for employees and employers paid over the course of the year to TP (for schools using an external payroll provider, the PT will contact the school during March with the requirements in respect of EOYC, including the request to inform your payroll provider to supply all the necessary details. This information should be returned to the PT by the end of April before final submission to TP by 31st May).

Y

Y

Academies Only

 

For Academies using Bucks Payroll, payment of the contributions to TP will be paid by BACs. The amount will be taken direct from the Academy’s own bank account

Y

n/a

For Academies using an external payroll provider they will have to make arrangements for the payment of the contributions to TP

n/a

Y

For Academies using Bucks payroll a summary of the contributions detailing each teacher, will be sent to the Academy during April to assist with the completion of the End Of Year Certificate

Y

n/a

A monthly report is generated by TP via their secure on-line portal of updates for teachers who need to transfer over to the new 2015 Pension Scheme. For Academies using Bucks payroll this will be processed when the reports are received. For Academies using an external payroll provider, the changes will be sent to the Academy who will have to make arrangements with their payroll provider to ensure that the changes are implemented

Y

Y

If the Academy has attained staging for Pension Auto Enrolment (PAE) then we undertake and fulfill the assessment and enrolment activities required for compliance to Pension Auto enrolment (PAE). Including Re-enrolment activity 

Y

n/a

Academy Start Up Package provides the following elements:

Academies

(BC Payroll)

Notification for each teacher, both full and part-time, to Teachers Pensions (TP) using their secure on-line Portal. By adopting Academy status this means the Academy is effectively a new establishment and therefore teachers are treated as if they have all been newly appointed

 

To check pension position for each teacher ensuring that all teachers, including part-time teachers within your Academy are automatically members of the Teachers’ Pension Scheme unless an opt-out election is in place

 

Assist Academy in registering with TP to gain access to the on-line Portal

£100 + VAT

 

(this amount only applies to newly converted Academies)

Charges for  Academies 2021/22

Charges

Annual Teachers’ Pay and Pensions Package - Academies

Tbc

Annual Teachers’ Pay and Pensions Package – Multi Academy Trust (MAT)

Tbc

 

Charges for  Schools

BC Payroll

Non -BC Payroll

Annual Teachers’ Pay and Pensions Package

No charge for the annual package for maintained schools

No charge for the annual package for maintained schools

Maintained schools using an external payroll provider must ensure that the data/returns are made accurately and within the agreed timeframes. We reserve the right to make an additional charge for any work undertaken by the TPPT as a result of the failure

 

 

n/a

 

 

Yes

Buckinghamshire Council responsibilities

The Pensions Team aims to provide a high level of professional service on all teachers’ pension matters where guidance is offered to assist customers in resolving queries.

The PT aims to work in partnership with its customers; working to assist Academies in reaching their long term aims and objectives when it comes to the overall management of its teachers’ pay and pensions.

  • Provide a professional Teachers’ Pensions service to our customers
  • Provide specialist knowledge and information on Teachers’ Pensions
  • Provide guidance in a timely and appropriate manner either by telephone, email or letter
  • Adhere to the SLA timeframes in terms of acknowledging a query
  • Provide a comprehensive Business Continuity Plan (BCP) for statutory pension activities

Academy Statutory responsibilities

Under the Teachers’ Pensions regulations, once the Academy is outside of Local Authority control, the Academy is responsible for deducting pension contributions from the teacher’s salary and transferring them to Teachers’ Pensions. As the employer, the Academy is responsible for paying the employer’s share of the contributions too. All of this has to happen monthly, no later than the 7th of the month following the deduction of the contributions. Please refer to the service description.

Correct service and salary information is essential for the completion of MDC as it offers significant benefits to both the members and employers. Teachers’ Pensions use this information to update individual service records, which is used to update their pension statement and pay their pension. It is therefore essential that the correct information is updated on the teachers’ records. Please refer to the service description.

The Academy must ensure that the correct rates of pension contributions are deducted from the teachers’ salaries.

Academies using an external payroll provider are responsible for ensuring that the data/returns are made accurately and within the agreed timeframes. TPPT will make the Academy aware of any external payroll provider’s failure to abide by this agreement.

Access to the on-line Portal on the Teachers’ Pensions website must be granted by the Academy to enable the Pensions Team to carry out the on-line secure function.

Finally, the administration of the Teachers’ Pension Scheme is subject to statutory legislation, supervised by the Pensions Regulator. They have the power to impose fines on schemes and employers (and their individual managers) who fail to adhere to them.  Please note that as an Academy you are the employer.

The Academy must ensure that the completed End of Year Certificate reaches Teachers’ Pensions (Darlington) no later than the last working day in May.  This needs to be signed by a person with responsibility for finances in the Academy (i.e. Finance Director).

This return can be audited prior to sending to Teachers’ Pensions (Darlington) at the end of May.  However, if the return is sent unaudited, it must be audited and returned to Teachers’ Pensions (Darlington) no later than the last working day in September.

  • Ensure that all staff are directed to the HR Service Desk for all queries in respect of Teachers’ Pensions
  • Acknowledge that the service offered by BC is that of a guidance nature
  • Raise any concerns around the service they are receiving as soon as the concern arises
  • Where possible reasonable notice should be given to BC to ensure realistic timeframes are met

School will:

  • Ensure that all TP forms are sent to the Local Authority to complete the employer's section of the form
  • Ensure that all staff are directed to the HR Service Desk for all queries in respect of TP
  • Acknowledge that the service offered by BC is that of a guidance nature
  • Raise any concerns around the service they are receiving as soon as the concern arises
  •  Where possible reasonable notice should be given to BC to ensure realistic timeframes are met                         

Teachers’ Pay and Pensions service Offerings

Service

Service Description

KPIs

Acknowledgement of a supportworks query into the Pensions Team

Calls transferred to the Pensions Team via the HR Service Desk

hrservicedesk@buckinghamshire.gov.uk

 

Acknowledge and update within 4 working days

Monthly Data Collection

Monthly Data Collection (MDC) sent to Teachers’ Pensions, based on service and salary information extracted from the payroll

To upload the data to Teachers’ Pensions via the portal by the 7th of the month (or earlier if the 7th is a non–working day)

Monthly Contribution Breakdown

Monthly Contribution Breakdown sent to Teachers’ Pensions, based on totals extracted from the payroll

To upload the data to Teachers’ Pensions via the portal by the 7th of the month following deductions (or earlier if the 7th is a non- working day). All errors to be rectified by the last working day of the month

Pensions Calculations

Pension Calculations

Pension calculations will be processed for redundancy/efficiency cases within 10 working days

Pension Statement and Missing Service queries

Pension Statement and Missing Service queries received on an ad-hoc basis by individual teachers and Teachers’ Pensions

Pension statement queries will be acknowledged within 4 working days and turned around within 15 working days of acknowledgement

Missing service queries will be turned around within 15 working days

*Should the query take longer than the 15 days, then the teacher will be kept up to date with the progress

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the HR Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion; please contact the HR Service Desk to arrange such an account management meeting.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

 

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

 

 

Option

Contacts

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BCC complaints process)

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Service Desk

hrservicedesk@buckinghamshire.gov.uk or 01296 382233

 

HR Programme, Commercial & Governance Manager

Lorna Fisher

Lorner.Fisher@buckinghamshire.gov.uk

 

Caroline Wheller

Business Development Manager

Caroline.Wheller@buckinghamshire.gov.uk

 

The formal Bucks CC complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The Customer Complaints and Information Officer (CCIO) will then contact the Human Resources Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

 

Back to Front Page of SLA

 

5. Occupational Health 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

This service is delivered by a team of health professionals who specialise in Occupational Health and includes:

  • Access to unlimited occupational health appointments *
  • Pre-employment checks for new starters
  • Access to further specialist health assessments as required
  • Advice regarding adjustments to the working environment
  • Advice on ill health retirement
  • Please note all GP/ Specialist reports incur an additional charge.

*Please note: Non-attendance to referral appointments

We ask all schools and academies to notify the HR Service desk at least 2 working days prior to the referral appointment if a member of staff is unable to attend. All non-attendance will be automatically charged to the school in the first instance.

Due to a global shortage in 2017, the provision of providing vaccines for low risk groups such as schools was placed on hold in line with guidance from Public Health England.

Following a recent review, the provision of Hepatitis B vaccinations is due to be available from late summer 2019. This service is no longer included as part of the Occupational Health Package, instead will be available on an ADHOC basis based on the pricing model below.

 

Product

Description

Price (Pay as used)

HEP B Serology Antibody

Blood Test - OHT

£32.50*

HEP B Vaccinations

Vaccination - OHN

£30.00*

HEP B Clinic (Full day)

Clinic

£380.00*

Academies have the opportunity to buy into a confidential support service for employees delivered by Experienced, professional advisors. The service offers support 24 hours a day, 365 days a year, on issues including:

  • advice on discrimination, bullying or harassment on the basis of any protected characteristic (age, disability, race, gender, marital status, religion or belief, caste, sexual orientation, gender reassignment, pregnancy & maternity, marriage & civil partnership)
  • Emotional Support with Relationship and family issues or worries
  • Loss, including loss of a job, friend or family member through bereavement
  • Financial concerns, budgeting, borrowing or tax credits

Customer type

Package

Annual 2021-22

All Schools

Annual Occupational Health

£13.00 per employee

All Academies

Annual Occupational Health

£15.00 per employee + VAT

All Academies

Annual Employee Assistant Programme

£4.95 per employee + VAT

Buckinghamshire Council responsibilities

Buckinghamshire County will:

  • Register employee details on the OH system (name; DOB; Address; Contact Details; Academy name; Role)
  • Send off Referral form to Occupational Health provider (PAM)
  • Contact Head Teacher or appointed Officer via email re date of appointment
  • If an appointment needs to be changed, liaise with PAM to reschedule and send a notification to the Head Teacher or appointed Officer
  • PAM will update employee via text service
  • Take receipt of the Occupational Health report
  • Forward Occupational Health report to the Head Teacher or appointed Officer

 

School/Academy responsibilities

The School/Academy will:

  • Complete referral form with details of absence
  • Forward completed referral form to HR
  • Take receipt of Occupational Health report
  • Act on Occupational Health report
  • Notify the HR Service Desk if the employee is unable to attend at least 2 working days before the scheduled time.

HR Occupational Health and Employee Assistance 2020-21

Service

Service Description

KPIs

Acknowledging a Supportworks call For Occupational Health

Calls received via the HR Service Desk (hrservicedesk@buckinghamshire.gov.uk)

 Acknowledged within 24 hours of the query being received.

Occupational Health

Referral Process

Each individual Pre-appointment check completed on-line

Turnaround as a minimum in 1 working day from submission.

Pre-appointment checks:  face to face

Appointment held within 5 working days

Pre-appointment checks results

Reported within 2 working days

Referral appointment: Telephone Consultation with a Nurse

Appointment held within 5 working days

Referral appointment: Telephone Consultation with a Physician

Appointment held within 5 working days

Referrals appointment: Face to Face with a Nurse or Physician (including any preliminary consultation e.g. by telephone)

Appointments held within 10 working days

Requests for further Medical Evidence from third party specialists (GP, Specialist, Occupational Therapist etc.)

Issued within 48hours.

Issue report based on third party specialist assessments

Within 5 working days from receipt of third party assessments

Acknowledgement of complaint

Within 2 working days

Complaint resolution

Within 20 working days

Employee Assistance Programme

Call Waiting Times

Call answered within 5 rings

Call Abandonment rate

Less than 5%

Face to Face counselling sessions

Seen within 1 week of referral

Acknowledgement of Complaint

Within 2 working days

Complaint Resolution

Within 10 working days

Email Response to Enquiries

Within 2 working days

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion; please contact the Human Resources Service Desk to arrange such an account management meeting.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Option

Contact

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BCC complaints process)

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Programme, Commercial & Governance Manager

Lorna Fisher

Lorner.Fisher@buckinghamshire.gov.uk

  

Business Development Manager

Caroline Wheller

Caroline.Wheller@Buckinghamshire.gov.uk

 

The formal Bucks CC complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Human Resources Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

 

Back to Front Page of SLA

 

6. Resourcing 21-22

Today’s employment market is both complex and competitive. Recruiting the right people with the right skills is a crucial factor in organisational success and requires specialist expertise and resources. Our range of flexible services, our expertise gained from the public and private sector and the knowledge acquired from being part of the Buckinghamshire Councils organisation make us an ideal resourcing partner.

 

Our dedicated team of Resourcing Consultants has expertise across a variety of sectors and their key driver is to find you quality candidates. The team focus on specific areas and specialisms and their experience, market knowledge, and track record mean you can trust them to make the process as simple and hassle-free as possible. Keeping abreast of legislative changes and procedures is also of critical importance for our consultants.

We also work with a number of external suppliers who have significant experience in public sector recruitment and work with us to gain a clear understanding of your requirements. This means that you will benefit from an extensive pool of resources and over 25 years of experience and knowledge in the field enabling us to successfully match your requirements.

We understand that every recruitment requirement is different. Therefore, we adopt a consultative approach which is essential in ensuring that we fully understand your recruitment needs. Wherever possible, we work to develop a tailored solution that will help you achieve your goals. We can assist with all aspects of the recruitment cycle from simply writing and posting adverts to conducting executive search and designing assessment centres.

Product

Prices for 2021 - 22

Recruitment Advert

£140.00

 

National Job Centre website posting

£40.00

Social media posting

  • Co-branded careers template.
  • Personalised caption with a link to the advert.
  • Published to our dedicated LinkedIn,
  • Facebook, Twitter and Instagram pages.

£125.00

Mini Social Media Campaign

  • 5 x bespoke posts, published over 2 weeks.
  • Published to our dedicated LinkedIn, Facebook,
  • Twitter and Instagram pages.
  • Personalised captions with links to advert.
  • To include 1 x 'Job of the Week', 1 x 'Job Profile' and
  • 3 other bespoke posts.

£325.00

'Job profile' post / quote

  • Personalised 'meet the team' post in BC branded template and personalised caption.
  • Published to dedicated LinkedIn, Facebook, Twitter and Instagram page and linked to advert

£150.00

Advert with TES or another external site

Coordinating the TES advert to ensure it mirrors the main advert on Buckinghamshire Council Careers website.

£50.00 + advert price

Job centre advertising

Promotion of advert on the Job Centre website.

£40.00

Video hosting/advertising

Hosting of recruitment video (made by school) on our YouTube channel.

£50.00

Recruitment video

  • creation of recruitment video, including interviews with chair of governors, teachers, pupils, as well as footage of the school.
  • filming, editing and up to two re-edits.
  • branded overlays, stock music and call-to-action closing slide.
  • personalised caption with link to advert.
  • published on linkedin, facebook, twitter and instagram pages.

£600.00

Apprenticeship recruitment package

(inc. advert, National Apprenticeship Service advert, contractual & training advice, candidate support, etc.)

£750

£599 for schools subscribing to our Employee Relations package

Resourcing Consultancy/Advice/Training

£80 per hour / £600 per day

Buckinghamshire Council responsibilities

The Resourcing team aim to provide you with a professional service which will include the following elements:

  1. Advertising:
    • As long as all required information has been submitted, the Resourcing team will advertise as instructed.
    • Copy for external adverts (eg TES) and associated media cost will be sent within 48 hours subject to approval of copy and cost.
  1. Consultancy;

Includes writing adverts, creating candidate information packs, response and interview management, psychometric testing, assessment centre design and support, administrative support, consultancy advice and training

  • All calls and enquiries will be acknowledged within 24 hours.
  • Specific service deliverables and timescales will be negotiated bespoke to assignment.

Please refer to Traded Services website or Brochure on Schools Web for full range of services available from Resourcing Team.

 

School/academy responsibilities

  1. Advertising

Subject to receipt of  all information needed for candidates,  adverts will appear on appropriate media within 48 hours.

Details required are set out in the advertising booking form – but please note that you don’t need to complete the form, it’s there as guidance on what to include in your advert

  1. Amendments to Adverts

Amendments can be made within 48 hours after request has been received to all online media. The Bulletin cannot be amended until the following week.

  1. Consultancy regarding advert writing, candidate information pack creation, response and interview management, psychometric testing, assessment centre design and support, administrative support and consultancy advice and training

You should contact the HR service desk in the first instance to outline requirements and arrange a discussion with either the Resourcing Team. All calls and enquiries will be acknowledged within 24 hours. Specific service deliverables and timescales will be negotiated bespoke to assignment.

HR Resourcing Services 2021 - 2022

Service

Service Description

KPIs

Acknowledging an advert request assigned to Resourcing Team

Acknowledge an advertising request or query within 24 hours

Calls acknowledged within 24 hours

Advertisements and advertisement placement

Advertisement placement

Publishing advert on appropriate media within timescales

Creation of advert and/or candidate information pack

Timescales to be agreed by both parties.

Service tailored to meet your needs.

Response and interview management/administrative support for academy leadership roles

Bespoke consultancy by negotiation; timescales to be agreed by both parties

A range of services are available to help you manage your recruitment process including referencing, response management and shortlisting/interviewing.

Psychometric Testing

Bespoke consultancy by negotiation; timescales to be agreed by both parties

The Resourcing Team can provide you with a variety of psychometric tests which can be used to improve your decision making in a selection process.

Consultancy Advice and Training

Bespoke consultancy by negotiation; timescales to be agreed by both parties

The Resourcing Team can provide advice and guidance on a variety of resourcing and safeguarding issues

Assessment of Centre Design and Support

Bespoke consultancy by negotiation; timescales to be agreed by both parties

The Resourcing Team can assist you in designing an appropriate assessment process for your vacancy.

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion; please contact the Resourcing Team to arrange a specific account management meeting or discussion.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint

 

Option

Description

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Service Desk

hrservicedesk@buckinghamshire.gov.uk  or  01296 382233

 

Emma Tanner

Resourcing Consultancy Lead

Emma.Tanner@Buckinghamshire.gov.uk

 

Caroline Wheller

Business Development Manager

Caroline.Wheller@Buckinghamshire.gov.uk

Immediate escalation (formal BCC escalation process)

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

This is a buy-as-you-use service, no notice period is required – however, if you decide to stop using our service, we would welcome feedback from you to help us improve.

 

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7. Safeguarding in Employment 21-22

Our ‘Safeguarding in Employment’ package is supported by a team of experts, who offer a high-quality service which educates and equips our clients to be able to fulfill their safeguarding in employment responsibilities.

We commit to offering you a comprehensive consultation service through the provision of oral and written advice for all your complex needs, in addition, to support and advice with everyday queries through access to our Buckinghamshire Council Safeguarding in Employment pages via the Schools Web.

Obtaining DBS Checks is a critical part of the vetting process and with this package, you will have access to a fully managed in-house service which offers a safer and faster solution that will save you time and money.

This package will offer you a comprehensive and cost-effective support service which will enable you to discharge your safeguarding responsibilities even more effectively.

DBS Checks

DBS Check Application Form processing service includes:

  • DBS Application Forms processed via an online system.
  • Average turnaround time for receiving information back from the DBS is 5 working days, helping your recruitment process to proceed quickly and smoothly.
  • Any designated individual at your school/academy can have access to track each DBS application through each stage of the process.
  • The system guides you through the “three routes” ID checking process quickly and easily.

Safeguarding in Employment Advice and Information

We offer expert advice on:

  • Eligibility for DBS and Barred List Checks
  • Single Central Records required by OFSTED inspections
  • Teaching Regulation Agency Checks (including Prohibition Order Checks)
  • Using volunteers at your school/academy
  • Applicants that have lived overseas
  • Proof of right to work verification
  • Pre-employment risk assessments (including use of the Children’s Barred List checking service
  • Contractors visiting or working at your school/academy
  • Managing DBS Certificates which contain information (‘positives’)
  • Advice on the safeguarding considerations on the letting of school/academy premises.

Bespoke Training, Visits and Audits

We can visit your school/academy and discuss your safeguarding employment issues with you in detail and develop innovative and practical solutions together. We can also audit your Single Central Record either at your school/academy or you can send it to us here at County Hall. We can also discuss any other relevant safeguarding in employment records to ensure they meet the criteria required by OFSTED.

Costs for this service are based on discussions of your specific requirements so that we can estimate the time required to undertake the work.

Core Package

Customer type

Charge type

Service charges

All Schools

Pay as used

£15.00 administration fee per DBS check processed (in addition to any fees payable to the DBS)

All Academies/ Free Schools

Pay as used

£15.00 administration fee per DBS check processed + VAT (in addition to any fees payable to the DBS)


Bespoke Training, Visits and Audits

Package type

Customer type

Price

Pay as used

Schools /

Academies

£425 + VAT per day plus travel

£85 + VAT per hour plus travel

Please contact the HR Service Desk for further information

Buckinghamshire Council responsibilities:

On receipt of an application, we will submit all DBS checks(providing all documentation from school/academy has been submitted correctly) as detailed below.

Contact will be made within 3 working days where advice on ‘positive’ disclosures is requested.

School / Academy responsibilities:

Undertake full and accurate completion of DBS checks.

Use the HR Service Desk to raise safeguarding concerns and queries in relation to DBS checks.

Seek advice on DBS check eligibility where appropriate.

HR – Safeguarding Services in Employment to Schools/Academies

Service

Service Description

KPIs

Acknowledging a Supportworks call that comes into the Safeguarding Employment team

All calls and emails sent via Supportworks will be acknowledged within 24 hours

97%

DBS check application form processing service

DBS checks

Sent to the Disclosure and Barring Service within 48 hours

 

*providing that all documentation has been submitted correctly

Expert advice and support

Advice on “Positive” Disclosures

Contact will be made with a school/Academy within 3 working days where advice is requested

Measuring Performance

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion; please contact the Human Resources Service Desk to arrange such an account management meeting.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the HR Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Complaints procedures

Option

Description

Immediate escalation (outside formal BC complaints process)

Contact the Business Development Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can contact a Manager directly via the email address below:

 

Patrick Stappard      

HR Safeguarding Consultant      

Patrick.Stappard@Buckinghamshire.gov.uk  

 

Patricia Lane-Ryan

HR Safeguarding Team Lead

Patricia.Lane-Ryan@Buckinghamshire.gov.uk

 

Caroline Wheller

Business Development Manager

Caroline.Wheller@Buckinghamshire.gov.uk

 

Immediate escalation (formal BC escalation process)

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

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8. Health and Safety 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

Health and Safety legislation requires all schools/academy Headteachers/Governing Bodies to ensure that they have access to competent health and safety advice. The Health and Safety Team provide comprehensive advice and support services to help you to fulfil your legal health and safety duties. The team has wide experience of dealing with health and safety in all types of schools including the provision of health and safety information, training, accident investigation and auditing. 

The service to academies is provided by professionally qualified, dedicated Health and Safety Advisers with many years of experience in supporting schools to manage health and safety in their establishments. All advice and information is tailored to meet the needs of the school environment and will be practical, sensible and proportionate.

 

This service provides up to 10 hours of on-site support and advice. The use of this time is to be determined by the academy and planned in advance with the corresponding adviser you are allocated. You will also be provided with:

  • Access to BC Health and Safety Policies and Procedures and other health and safety information tailored to meet the needs of schools including model checklists and templates via the SchoolsWeb.
  • Health and safety telephone 01296 674412 or email (healthandsafety@buckinghamshire.gov.uk) advice and support during standard working hours
  • Unlimited use of AssessNet reporting system for recording accidents, incidents and near misses
  • Investigation of serious accidents/incidents or those resulting in an insurance claim.
  • Assistance and advice with investigating less serious accidents/incidents and advice on accident reporting legal compliance.
  • A Health and Safety Audit every 3 years.
  • Informal health and safety ‘Check and Chat’ visits for new Headteachers and/or Business Managers.
  • Access to a comprehensive Health and Safety Learning Programme.
  • Provision of generic risk assessments and advice on risk assessment.
  • Advice on health and safety planning and monitoring.

(Academy secondary schools with radiation sources only)

The Health and Safety Radiation Protection Advice package provides an annual service for Academies with radioactive sources. This includes

  • Annual retainer of a Radiation Protection Adviser (statutory appointment for schools where radioactive sources are held)
  • Provision of radiation protection advice including audit visit every 2 years and phone advice which will enable the academy to fulfil the requirements of the Ionising Radiation Regulations.

For advice that is exempt from featured support listed above in the standard package, our consultancy service can be purchased on a ‘pay as used’ basis.

For example testing of environmental conditions e.g. noise, light, air quality, temperature, humidity, and dust can be arranged either by a member of the Health and Safety Team or through a consultant at a charge. Please contact the Health and Safety Team for more information. 

A comprehensive Health and Safety Learning Programme is available on the SchoolsWeb’s Health and Safety Zone to help ensure that staff and governors are appropriately trained in effective safety management techniques and legal responsibilities are fulfilled.

Changes to the programme and promotion of available spaces please review the School’s Bulletin regularly for announcements.

In addition, bespoke health and safety training can be provided in response to an academy’s individual requirements e.g. as part of an INSET day, during or after a school staff meeting.

The cost of this depends on duration, number of participants and subject matter; contact the Health and Safety Team for a quotation on the costs of a course.

A number of courses can be run on request for an academy school or group of schools on their premises e.g. on an INSET day or as a twilight course. Examples of courses include:

  • COSHH – 2.5 hours
  • Risk assessment – 2 hours
  • Supporting Pupils with Medical Conditions – 2 hours
  • Manual Handling of Objects – 2 hours
  • Personal Safety Awareness– 2 hours
  • Managing Fire Safety – 2 hours

Email: handstraining@buckinghamshire.gov.uk to arrange your bespoke booking.

Product

Contract duration

2021 – 22 Prices (Subject to VAT)

Maintained, Voluntary Aided and Voluntary Controlled Schools

Annual

Free of charge

Annual Primary and Nursery academies –

Standard Package

Multi-site/Academy Trust are charged on a per site basis

Annual

 

£412 per site

+ £0.74 per pupil

Annual Secondary and Special PRU academies – Standard Package

Multi-site/Academy Trust are charged on a per site basis

Annual

£721 per site

+ £1.37 per pupil

Annual Health and Safety Radiation Protection Advice Package for Secondary academies (With sources only)

Annual

£340 per site

AssessNet Accident Reporting Package

 

 

Annual

Free

Primary Health and Safety Audit (3 Yearly)

Pay as Used

£545 per audit

 

Secondary Health and Safety Audit (3 yearly)

Includes health and safety audit of high risk curriculum areas

Pay as Used

£1,450 per audit

 

Health and Safety Consultancy Service

Pay as used

£85 per hour (plus travel costs)

Health and Safety Learning Service

A comprehensive Health and Safety Learning Programme is available.

Pay as used

Please visit

SchoolsWeb

H&S  Zone

Training

For full pricelist

 

Buckinghamshire Council responsibilities

Buckinghamshire Council will:

  • Investigate serious accidents/incidents and those resulting in an insurance claim.
  • Provide assistance and advice with investigating less serious accidents/incidents and on accident reporting legal compliance.
  • Provide tailored health and safety telephone and email advice and guidance during standard working hours via the HR Service Desk.
  • Provide access to BC Health and Safety Policies and Procedures and other health and safety information tailored to meet the needs of schools including model checklists and templates via the A-Z, SchoolsWeb.
  • Provide access to a comprehensive Health and Safety Learning Programme at preferential rates and priority booking (over external candidates) via the A-Z, SchoolsWeb.
  • Audit each school every three/four years.

Obligations on the part of the Academy:

The academy is responsible for complying with health and safety related legislation and the relevant Health and Safety at Work policy.

When advice and support are required, the academy will:

For accidents, Incidents and Dangerous Occurrences (Near Misses), the academy will:

  • Notify us immediately of any serious incident, accident or dangerous occurrence by phone or via the online accident system AssessNet so that assistance can be given or a visit arranged.
  • Record all Incidents, accidents or near misses on the online recording system within 10 days.
  • Minor injuries e.g. bumps and scrapes to be recorded in the school’s First Aid book.
  • Report all Accidents, incidents and dangerous occurrences under RIDDOR (‘Reporting of Injuries, Diseases, and Dangerous Occurrences’ Regulations) to the
    • Health and Safety Executive (HSE) via the online accident system or through the hse.gov.uk website
    • and copy in the Health and Safety Team.

Audits

Academies should return their completed Health and Safety Audit Action Plan after 3 months to the Lead Health and Safety Auditor.  Academies should contact their named Health and Safety Adviser for advice and support if required.*

Annual Health and Safety Compliance Report

Academies who buy back the Health and Safety Service have access to the Annual Health and Safety Compliance Report (available in the summer term). The report can be used as a tool to self-audit the effectiveness of the health and safety management systems in the academy.

Workstation assessments

Individuals requiring advice on their workstation or loan of equipment to ‘try before you buy’ should complete a DSE assessment found on the hse.gov.uk website, before contacting the healthandsafety@buckinghamshire.gov.uk to request a visit from a Health and Safety Adviser.

For academies holding radiation sources

Notify the Health and Safety team with immediate effect of any serious incident or non-minor contamination caused by spilling of an unsealed source, or damage to a sealed source.

Health and Safety Services for Academies

Service

Service Description

KPIs

Reporting serious accidents using the accident / incident reporting system

Assistance and advice with investigating serious accidents/incidents, and advice on accident reporting legal compliance.

 Health and Safety will respond the same day should a  serious accident occur

Advice and guidance on Health and Safety issues

Tailored health and safety advice and guidance

We will respond within 3 working days  to calls or emails received.

Health and Safety training

Access to a Comprehensive Health and Safety Learning Program

Provided annually

 

Health and Safety Audits

Each Academy who buys back the health and safety package/service will be audited every three years.

 

 

 

Health and Safety Audit Report and Action Plan will be sent to School within 15 working days.

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey form from the Service Desk, as well as through the Support Services Forums, the performance survey as part of health and safety audits, as well as the evaluation forms that are distributed at training events.  We can also arrange meetings with key contacts within the service area where an issue requires further discussion; please

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

We will always aim to resolve any issues that might arise regarding service delivery.

Option

Contact

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BC complaints process)

Caron Owens

Head of Health and Safety

caron.owens@buckinghamshire.gov.uk

 

Or alternatively

 

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk  and provide details of your concerns and any supporting material.

  

Caroline Wheller

Business Development Manager

Caroline.Wheller@buckinghamshire.gov.uk

 

The formal Bucks C complaint escalation process

 

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Property Services Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

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9. Property Plus 21-22

Property Services continue to offer a full property maintenance service package entitled Property Plus. The contract runs from 1st April – 31st March and is billed on the fiscal year. The offer consists of 3 elements, Membership, an annually revised unique PPM schedule and reactive works/maintenance

This is an annual membership, April 2020-March 2021, fee to cover the scheme’s administrative costs which are based on your buildings’ gross external floor area (GEA); which is its footprint. Membership will enable your full access to the Buckinghamshire County Council’s Property service including:

  • Unlimited access to the Property Service Desk, either by phone in emergencies but more generally through the web-based maintenance request forms.
  • Access to the Council’s Property Services team’s operational and technical expertise, such as building surveyors and engineers, through the service desk.
  • Access to the Council’s vetted suppliers, all of whom have been through a competitive procurement process ensuring that the rates and quality of work are aligned with approved industry recognised standards.
  • Being part of the Property Plus Club will let you be part of a large network of customers just like yourselves and we can facilitate opportunities for you to liaise with each other should you wish to do so.

This service will provide Property Plus Members with access to:

  • A programme of Statutory Testing and Repair service with an itemised priced schedule specifically tailored for your site.
  • A programme of Periodic Inspections consisting of the required servicing checks and maintenance of all relevant plant and associated equipment.
  • Access to the Council’s approved maintenance and servicing contractors.
  • Guaranteed value for money with direct access to the best rates negotiated with the County Council’s approved suppliers.
  • Unlimited Service Desk support

 

Property Plus servicing includes for such plant as central heating and hot water boilers, convector heaters, site hard-wire electrical testing, lightning conductors, fire alarms, emergency lighting, lifts and hoists, air conditioning, door controls, swimming pools, sewerage pumps, etc.

  • The benefits of regular servicing of your plant are:
    • A reduction in your running costs;
    • A minimised risk of breakdowns;
    • The prolonged life expectancy of your equipment, and most importantly;
  • The knowledge and peace of mind, that you’ve fulfilled your site’s statutory duties.
  • The service contract also covers periodic cleaning and testing of plant and equipment that would normally fall under the school or academy’s responsibilities.

Please note that our PPM quotation, which will be payable as a one-off payment at the outset, is based on the register we hold of your assets. If your asset list, subsequently during inspection proves to differ from ours we will, of course, revise your account, by invoicing or reimbursing accordingly and update our asset database.

This service will provide Property Plus members with access to:

  • The Buckinghamshire Council’s approved reactive maintenance contractors;
  • Specialist advice from our professional surveyors and engineers when required;
  • Your own itemised account for:
    • Tracking all your open and closed call-out requests;
    • Viewing (via the enhanced portal when available), on a monthly basis, all invoices for any reactive works undertaken.

Crucially members will have control of any work above £500 per order undertaken at their school through the approval of quotations for works above £500 from the outset and you will only be paying towards your own school’s building maintenance services.

Please note that all invoices for work will be raised through the Council and not by the individual suppliers. At the point, a school purchases the Property Plus Package the Council will raise an invoice for both the Membership and Planned Preventative Maintenance (PPM) charge and all other work will be invoiced monthly.

Note that for Buckinghamshire Council Maintained Schools there are certain shared responsibilities for reactive maintenance between the Council and the school which are documented in the maintenance responsibilities table. This can be viewed by:

  • Going to SchoolsWeb
  • Locate the Premises and Property area
  • Search for the document referred to, entitled: ‘Responsibilities for Repairs and Maintenance to Buckinghamshire Council Schools’

Very broadly the Council is responsible for larger and more complex issues and schools generally for items of a more minor nature. For any shared responsibilities the school is initially responsible for paying for up to a unique financial threshold level for their site beyond which the Council is responsible for. The means of calculating this financial threshold is again based on GEA:

For maintained schools only

GEA bands M²

Financial Threshold

0 - 500

£750

500-1,000

£1,250

1,001 – 2,000

£2,500

2,001 – 3,000

£4,100

3,001 – 4,000

£5,700

4,001 – 5,000

£7,400

5,001 – 6,000

£9,000

6,001 – 7,000

£10,700

7,001 – 8,000

£12,300

8,001 – 9,000

£14,000

9,001 - 10,000

£15,600

10,001 - 11,000

£17,300

11,001 - 12,000

£18,900

above 12,000

£20,600

Note that for Academies and VA Schools reactive maintenance costs are the sole responsibility of the Academy or VA school. All invoices will be charged to your monthly itemised account on the Customer Portal.

For your self-financed building projects you can commission the Council’s in-house Property Services team which include the design, specification and implementation of works executed on your behalf in respect of any alteration, energy conservation, improvement and refurbishment projects that are to be financed by yourselves.

 

This has the following benefits:

  • You have control of the services you wish to commission
  • The commission includes free initial viability assessments
  • Compilation of all required specifications and drawings by building professionals
  • Assistance in making all necessary legislation approval submissions
  • Access to specialist contract administration advice
  • Supervision of contractors on site.

If you request any work to be undertaken, then a quotation in respect of professional fees will be presented to you in writing at the time the project brief is discussed.

Where a time-related service such as supervision only is required a fee of £55 per hour will be charged (by agreement on a target number of hours normally).

The Property Service Desk provided by Buckinghamshire Council is available:

  • During normal working hours (Monday – Friday 8.00am - 5.00pm)
  • Out-of-hours phone calls for emergencies are also monitored and responded to.

 

For the majority of enquiries to the Service Desk, there is a specifically designated web-based Property maintenance and request form. This form enables you to:

  • Raise requests with detailed descriptions of the type and location of the problem.
  • For all emergency situations at any time the Property Service Desk should be contacted on 01296 383238.

 

The Property Service Desk will:

  • Diagnose your call;
  • Request your name, job title and full school name with postcode;
  • Require a detailed description of the type and location of the problem to be addressed,
  • Prioritise the work in terms of urgency;
  • Approve simple tasks to allow works to be conducted asap; and
  • Inform you on how your call is being treated.

In some cases, an enquiry may require a more detailed technical investigation so you would then be contacted back by either a Building Surveyor or, if a services issue, a Services Engineer who has been specifically assigned to your enquiry to support in more complex building maintenance issues. A site visit may be arranged if necessary.

 

When available the New Customer Portal will allow you to:

  • View your site’s own unique PPM schedules;
  • Access key documentation about your site;
  • Log and track reactive your maintenance requests; and
  • Access your site’s maintenance certification.

Name of package

Prices for 2021-22

Dependencies

Property Plus Annual Package

 

Membership Fee

 

 

 

 

 

 

 

The one-off annual membership fee is priced on the site’s Gross External Floor Area (GEA)

 

Floor area bands M²

Membership 2021-22

0 - 500

£155

500 - 1,000

£315

1,001 – 3,000

£650

3,001 – 5,000

£950

5,001 – 7,000

£1,005

7,001 – 11,000

£1,390

11,001 and above

£1,675

 

The fee covers the Property Services team’s administration costs including for the Service Desk,, service scheduling, works ordering, checking of all invoices and portal development.

 

This area information is reliant on the Council having up-to-date data about a site’s buildings and may require a site visit if there have been recent extensions.

Planned Preventative Maintenance

(PPM)

service

An individual bespoke price is created for each school or academy based on the list of assets that require servicing. Charges are based on current data held on the Council’s register of assets

 

Please note that Council-maintained schools which choose to opt out of Property Plus are wholly responsible for managing and servicing (PPM) your plant and equipment in accordance with all relevant statutory legislation and industry standards.

 

Please note: if the amount/type of assets differ to that shown on the Council’s register we will invoice / reimburse you to reflect the true cost to supply PPM and update our register accordingly.

Ad-hoc reactive works only

 

 

Reactive maintenance is a direct handover of the costs for the works you request. Prices will be dependent on the type of work requested.

 

Please note that schools and academies that do not subscribe to the Property Plus package will not be able to use the Property Service Desk or Portal.

 

 

Academies and VA Schools will be liable for all costs associated with reactive call-outs.

 

Maintained schools will be liable for all costs on shared responsibilities with the Council up to the value of their site’s financial threshold.

This contractual agreement is between Buckinghamshire Council and the School or Academy taking up the Property Plus package and is for 12 months duration (Term).

Buckinghamshire Council Responsibilities

The Property Plus service provides a high-level professional building consultancy service on all property maintenance related matters where advice and guidance are offered to assist school and academy customers alike in both undertaking Planned Preventative Maintenance (PPM) services and resolving Reactive Maintenance work requests on their behalf. By purchasing the Property Plus package we (Property Services) will:

  • Take responsibility for reviewing and approving all call-out requests up to a value of £500 on your behalf. This maximises the speed at which the contractor can attend, make-safe and commence the repair for you. This means that if you log a maintenance request with us, you are automatically approving our property experts to proceed with work up to the value of £500 on your behalf.
  • In larger or more complex cases, with works likely to cost over £500, provide you with a quotation together with our recommendations and secure your approval to proceed before we commission the contractors to carry out the required works.
  • Take responsibility for reviewing and approving reactive compliance works and replacement of consumables with a value of less than £500 found during Planned Maintenance (PPM) visits by our contractors. Consumables can include items such as filters and batteries. As with reactive maintenance, this means you are automatically approving us to proceed with work up to a value of £500 on your behalf to complete the servicing.
  • For priority 1 (emergency calls), if the contractor attends and no further work is needed and the value is likely to exceed £500, we will take responsibility for reviewing and authorising this work on your behalf because of the emergency nature of the call. In this instance, we will do everything we can to keep you informed of our actions and the cost of the work undertaken.
  • Regularly monitor your maintenance work requests, and if patterns emerge, we’ll work with you to identify trigger points for further action requirements such as an addition to the Council’s Capital Works programme for a Maintained School or advising an Academy / VA School on seeking a grant for capital works through the EFA or Diocese.
  • Primarily provide you with direct access to the Property Service Desk and new customer portal enhanced for logging emergency call-out requests and to directly inform all customers on PPM and call-out progress.

 

The School or Academy’s Responsibilities

The school/Academy will:

  • Upon discovering a problem promptly contact the Property Service Desk providing the following details:
    • Your contact details including your name, job title, and full school name with postcode.
    • A detailed description of the type and location of the problem that requires attention.
  • Prompt (within 28 days) payment of our invoice through your itemised account on the Commercial Services link.

Property Plus Key Performance Indicators 2021-22

Service

Service Description

KPIs

Service Desk

 

Emergency calls will be answered within 5 rings as per the County Council’s charter.

 

Non-urgent requests via the on-line request form will be answered within one working day.

Planned Preventative Maintenance (PPM)

The servicing of plant and equipment on a regular basis as defined in SFG20 (the industry guidance on compliance and best practice)

The scheduled PPM maintenance plan for your school is provided and maintained up-to-date on the Council’s K2 database accessed via the portal (when available).

 

The contractors’ performance will be monitored on their delivery against the planned schedule.

Reactive Maintenance

You will have access to the County Council’s approved maintenance and servicing contractors

The Service Desk will acknowledge your call as above.

 

Once the call is diagnosed, you will be given an SLA based on its priority. We will then hold the contractor to the Priority given: P1- 1 hour, P2- 4 hours, P3- 12 hours, P4- 24 hours. The initial call out is for making safe and temporary rectification as a minimum.

 

We will invoice you for all reactive works monthly.

There is access to the customer portal in the first instance with our Property Service Desk if you cannot find the information you are seeking. Our agents are committed to providing high-quality support and have experience in prompt call management and you can have confidence in receiving expert technical advice in return when you need it.

However if in the event you want to raise a query on the quality of service, please contact the following (in order of escalation) whom will respond as soon as possible:

 

Escalation

 

1

Mr Mark Hunt

Contract Performance and Improvement Officer

Mark.hunt@buckinghamshire.gov.uk

2

Mr George Thompson

Contract Performance and Improvement Lead

George.thompson@buckinghamshire.gov.uk

3

 

Mr John Collins

Head of Property Services

John.collins@buckinghamshire.gov.uk

4

Mr John Reed

Director of  Property & Assets

John.reed@buckhamshire.gov.uk

In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

Immediate escalation (formal BCC escalation process)

The Council’s Corporate Governance & Complaints Team (CGCT). CGCT will acknowledge the complaint within 10 days of receipt.

 

The CGCT will then contact the Service Director with a request for information/investigation.

 

The CGCT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

Neither party under this Service Level Agreement shall be liable to the other party (as far as permitted by law) for indirect special or consequential loss or damage in connection with the Service Level Agreement which shall include, without limitation, any loss of or damage to profit, revenue, contracts, anticipated savings, goodwill or business opportunities whether direct or indirect.

The Council’s maximum aggregate liability to the School for all claims arising in any Term shall not in any circumstances exceed the aggregate sum paid under or pursuant to this Service Level Agreement in the subsequent Term in respect of which the claim arises.

Notwithstanding any other provision of this Service Level Agreement neither party limits or excludes its liability for:

  • Fraud or fraudulent misrepresentation;
  • Death or personal injury caused by its negligence;
  • Breach of any obligation as to title implied by statute; or
  • Any other act or omission, liability for which may not be limited under any applicable law.

Property Plus Membership Fee:

The Property Plus Membership Fee is payable from the commencement date of this contract. An invoice/journal will be raised by the County Council according the area band, based on gross external area (GEA), of the school/academy as recorded on the Council’s K2 property database. Payment terms are 28 days from date of invoice.

 

Planned Preventative Maintenance (PPM):

The County Council will raise an invoice/journal, payable from the commencement date of this contract, for the full value of the PPM estimate provided to the school/academy. Variations on the PPM estimate will be billed or refunded to the school/academy when full year accounts have been processed. Payment terms are 28 days from date of invoice.

 

Reactive Maintenance:

The County Council will pay all contractor invoices on behalf of the school/academy for reactive maintenance call-outs. A monthly account will be sent by journal/invoice to the school/academy through the Council’s ‘Shop for Support’ software. Payment terms are 28 days from date of invoice.

 

Self-Help Project Commissions:

The County Council will raise periodic invoices/journals for fees in line with your agreed personal project quotation. Payment terms are 28 days from date of invoice.

 

VAT

Academies, Independent and VA Schools:

None of our rates, estimates or charges include VAT unless this is specifically made clear. Otherwise VAT will be charged in addition at the prevailing rate at the time of the provision of our services.

County Council Cheque Book and Non Cheque Book Schools:

VAT will not be added to accounts for Bucks County Council schools as the Council’s schools are covered under the County Council’s VAT registration.

 

Back to Front Page of SLA

 

10. School Finance 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

We have an experienced team who can support schools in all areas of schools finance. (A different team support schools requiring interim bursars).

This team falls under the Finance Director for Education, as part of our commitment to provide effective support and good value for schools, recognising the financial pressures schools are under.

The Finance packages are based on credits, where you have the option to use these in a totally flexible way.  The more credits you need the better value for money you will get.

Level

Credits

Cost

Effective cost per 100 credits

Additional 50 credits

Platinum

1500

£1,080.00

£72.00

£48

Gold

1000

£810.00

£81.00

£48

Silver

600

£540.00

£90.00

£48

Bronze

300

£295.00

£98.33

£48

No package

50 (min value)

£61.00

£122.00

£61.00

*Any school choosing not to buy a package before the start of the year; will be charged at the standard undiscounted rate for any credits used.

*Any school which utilises credit over their package will be issued addition charges in  March 2022

Service

Charge Units

Cost in Credits

Effective cost

(No Package)

Effective cost (Bronze)

Effective cost (Silver)

Effective cost (Gold)

Effective cost (Platinum)

Salary Modeller Tool

Per School

120

£146.40

£118.00

£108.00

£97.20

£86.40

Salary Modeller Tool + Workshop (20 Credit Saving)

Per School + First Delegate

200

£244.00

£196.67

£180.00

£162.00

£144.00

Telephone Call

Per 10 Minutes

10

£73.20 / hour

£59.00 / hour

£54.00 / hour

£48.60 / hour

£43.20 / hour

*Telephone calls will incur a minimum of a 10 credit charge and calls will be rounded to the nearest 10 mins after that (14 minutes = 10 credits, 18 minutes = 20 credits).

If you require cut off or have to break the call and have to call us back to complete the conversation that day we will add these together to ensure the charge is fair.

Visit to School

Minimum 2 Hour visit

150

£183.00 for two hours

£147.50 for two hours

£135.00 for two hours

£121.50 for two hours

£108.00 for two hours

Per 10 Minutes over 2 Hours

10

£73.20

per hour

£59.00 per hour

£54.00 per hour

£48.60 per hour

£43.20

per hour

*Our school visit work is for a minimum of two hours, to cover travel time costs, but longer visits are charged at a lower rate per hour after that.

Training Course/ Workshop

Half Day (First Delegate)

100

£122.00

£98.50

£90.00

£81.00

£72.00

Half Day (Additional Delegate)

50

£61.00

£49.17

£45.00

£40.50

£36.00

Full Day (First Delegate)

200

£244.00

£196.67

£180.00

£162.00

£144.00

Full Day (Additional Delegate)

100

£122.00

£98.33

£90.00

£81.00

£72.00

Our computer based training packages allow for additional delegates (sharing the same computer/desk) to attend at a significant discount. Our full day courses include lunch and half and full day courses also include refreshments.

Contract duration is 1st April 2021 to 31st March 2022 and if you choose a package before the start of the year, we will automatically upgrade you to the best value package/combination depending on how many credits you have used at the year-end (March 2021). You don’t have to worry about which combination is the best value; you will always get the best value for the credits you have used. All we ask is that you commit to a package before the start of the year so we can plan our resources.

Should a school not wish to purchase a package, services are charged at £61.00 per 50 credits (minimum to cover administration costs as well as support). This may be the most appropriate option for schools rarely needing support but needing the odd telephone call or wanting to attend a single event. The higher unit costs reflect the relatively high cost of administration for the services provided.

To be as fair as possible to schools, telephone calls will incur a minimum of a 10 credit charge, but calls will be rounded to the nearest 10 mins after that, e.g. 14 minutes would cost 10 credits, 18 minutes would cost 20 credits. If you get cut off or have to break the call for the usual school office interruption and have to call us back to complete the conversation that day, we will even add the time to the previous call so you don’t get charged the minimum time more than once for the same conversation.

Our computer-based training packages allow for additional delegates (sharing the same computer/desk) to attend at a significant discount. Our full-day courses include lunch and a half and full-day courses also include refreshments.

Our school visit work is for a minimum of two hours, to cover travel time costs, but longer visits are charged at a lower rate per hour after that.

Cheque book school package

Full reconciliation service for Cheque Book Schools is subject to this one-off annual fee

  • BC Finance to complete the 3 way reconciliation between your bank, local system (FMS) and SAP based on the information provided to us. This will be completed every term and the school will receive an electronic copy of this as per the timetable.
  • The monthly VAT return should be completed to facilitate the correct reconciliation.
  • Any amendments identified during the reconciliation will be notified to the school for correction.
  • BCC to upload the VAT return into SAP.
  • Please ensure that your monthly 2 way recs are emailed in as a pdf file to schoolfinance@buckscc.gov.uk  along with your monthly VAT submittals and supporting documents.

£1,500

Cheque book school ‘doing own’ package

BC Finance administration work for 3 way reconciliations for Cheque Book Schools is subject to this one-off annual fee

  • School to complete their own 3 way reconciliations between bank, local system (FMS) and SAP based on the information they have and we provide for SAP. The school will complete this every term and send an electronic copy to finance as per the timetable.
  • Please ensure that your monthly 2 way recs are emailed in as a pdf file to schoolfinance@buckinghamshire.gov.uk  along with your monthly VAT submittals and supporting documents.

£325

Late VAT Submittal surcharge

 

£25 per occurrence

Purchasing Cards

  • Application and administration cost per card

£50 per card

External Payroll for cheque book schools

  • Where your school utilising another payroll provision other than BC and operate via a cheque book. An annual fee covers the fund transfer and administrative duties performed by our Finance Team.

£50

Creditor service

Schools not operating a local bank account process their invoices via SIMS FMS and interface into the Authority’s finance system (SAP). The electronic file and the original invoices are received by the Finance team who will ensure all payments are processed.

This service incorporates the following:

  • New Vendor setup (including writing to a vendor)
  • Invoice processing and payment via BACS or Cheque. Invoices will be processed by the due date, provided they have been submitted correctly via the interface.
  • Resolving interface upload errors (IDOC clearing).
  • Invoice storage/archiving.
  • Processing of Returned or Recalled BACS payments.
  • Initiating BACS payment traces.

Cancelling/reissuing cheques.

  • Payment of foreign currency invoices.
  • Provision of Remittance Advice to vendor sent either by e-mail, fax or post.

Administration of one-off duplicate payments made in error and referral back to school (excluding duplicate batch upload error)

£1.50 per invoice/ credit note

 

Processing invoices/credit notes by file transfer to SAP interface.

 

Debtor service

For schools not operating a local bank account, we offer the following:

  • A pre-arranged, regular agreement for the processing of cheques sent to the Local Authority for banking and allocation. Cheques will be banked within 2 working days of receipt.
  • For income banked locally by a school, the amount will be posted to the general ledger code once the FMS Control Listing has been received.
  • In exceptional circumstances where it is not possible for schools to bank cheques themselves locally, cheques can be posted to the Local Authority for banking and allocation. Cheques will be banked within 2 working days of receipt.
  • Administration of bounced cheques and referral back to school.
  • General banking queries.
  • Letters on behalf of schools giving Council’s bank details.

£1.25 per cheque

 

Cheques sent to the Local Authority for banking.

 

Buckinghamshire Council responsibilities

The Chief Finance Officer has statutory duties in relation to the financial administration and stewardship of the Council and lays down the financial requirements for maintained schools in the Local Management Handbook. The Finance Service carries out the statutory responsibilities on behalf of the Head of Finance. In addition to providing services to meet the statutory responsibilities, the Finance Service offers a range of additional financial management and support services to maintained schools and academies. For maintained schools this includes: providing finance support packages, managing issues relating to the Council’s and Schools bank accounts, managing all aspects of payments and receipts for non-cheque book schools, ensuring that they are made on time and allocated correctly, assurance services and finance training support.

We aim to provide a professional service and support to schools through advice and monitoring.

Performance Indicators

  • Fixes see Measures of Service Performance
  • Customer satisfaction feedback

School responsibilities

  • Provide a named contact at the school.
  • Provide all necessary and relevant information in order for BC to provide services.
  • Contact the Finance Service Desk as the first point of contact.
  • To use the published timetable to meet deadlines so that BC can provide services appropriately and reliably. If deadlines are not adhered to and as a result Finance has to chase a call charge will be made to the school.

Buckinghamshire Council reserve the right to amend service offerings as described in the brochure.  These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.

Buckinghamshire Council commits to providing sufficient notice, transition period and effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Sufficient notice may vary dependent on service offering, please see relevant service descriptors for further information.

Measuring Performance

We currently gauge the performance levels of services by reporting on relevant KPI’s stated within the Service Descriptors, available to customers on a per request basis. Customer feedback is the most valuable source to Buckinghamshire Council in driving consistent service improvement. Please see our below methods and communication in the table below.

Option

Description

Survey feedback and actions report

We ask that you complete our bi-monthly automated survey.  Please do take the time to give us information will help us to steer developments and conduct checks on services to ensure constantly delivery to the individual service descriptions.

We will release reports of what actions resulted from the feedback supplied.

Schools Support Forums and Focus Groups

We invite you to participate in these meetings to hear updates on our service performance overall and longer-term development plans.

We see your feedback as being the most effective source to pin point what service improvement ideas should be pursued and rank urgency accordingly.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Schools Accountancy Support team initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Option

Contacts

Immediate escalation

 

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BCC complaints process)

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with the Team Manager directly via Schools Accountancy Support Team or call 01296 382222 (Option 3)

 

Caroline Wheller

Business Development Head of Service

caroline.wheller@buckinghamshire.gov.uk

 

The formal Bucks CC complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

 

Back to Front Page of SLA

 

11. ICT Schools Team 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

 

SIMS and Finance Systems Support Packages

Our SIMS and Finance Systems (FMS and PS Financials) support service provides unlimited support via telephone, email and remote assistance methods.

Technical support of admin devices purchased from ICT Schools Team is included in all packages. Where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.  N.B.  If your Admin devices are supported by a 3rd party supplier, please see section ‘Admin devices supported by 3rd parties’ on the final page of this document.

SIMS Annual Entitlement

Package type

Customer type

Product dependencies

 

Annual

Secondary Academy

Must be purchased directly from Capita 

 

Annual

Secondary School

Mandatory for all schools using SIMS

Discounted AE only available for LA Maintained schools purchasing a SIMS support package from Buckinghamshire Council   

£3,752site price

+ £1.70 per pupil

 

Premium package for Secondary Schools

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Scheduled SIMS and FMS / PS Financials training courses, workshops and seminars
  • Technical support of SIMS*
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

Price

Annual

Secondary Academy

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

£2,617 site price

+ £1.03 per pupil

Annual

Secondary School

Must have bought SIMS annual entitlement from ICT Schools Team

£2,617 site price

+ £1.03 per pupil

 

Standard package for Secondary Schools

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Technical support of SIMS*
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

Package type

Customer type

Product dependencies

Price

Annual

Secondary Academy

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

£1,773 site price
+ £0.90 per pupil

Annual

Secondary School

Must have bought SIMS annual entitlement from ICT Schools Team

£1,773 site price
+ £0.90 per pupil

RBUSS+ Cloud Backup (including 50GB storage space) is included in all packages and additional storage can be purchased in line with your requirements.

SIMS Upgrade Service is included in all packages, and supported servers and workstations are upgraded termly in line with updates released by Capita. Non supported workstations can also be upgraded if necessary access is given by your ICT support company if this is not Buckinghamshire Council.

The ICT Zone on Schools Web provides comprehensive, regularly updated information in line with such updates/upgrades and commonly asked questions.

SIMS Annual Entitlement (AE)

Package type

Customer type

Product dependencies

Price

Annual

Primary, Special, PRU, Nurseries

Academy

Must be purchased direct from Capita 

Annual

Maintained Primary

Special, PRU,

Nurseries

Mandatory for all schools using SIMS

Discounted AE only available for maintained schools purchasing a SIMS support package from ICT Schools Team

£769.50 site price

+ 70p per pupil

 

Platinum package for Primary/Special/PRUs/ Nurseries

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Scheduled SIMS training courses, workshops and seminars
  • Technical Support of admin devices including the technical support of SIMS*
  • RBUSS+ Backup includes 50GB storage space
  • SIMS Upgrade Service
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

Price

Annual

Academy Primary

Special

PRU

Nurseries

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

£2,093 Site price + £3.66 per pupil

Annual

Maintained Primary, Special, PRU

Nurseries

Must have bought SIMS annual entitlement

£2,093 Site price + £3.66 per pupil

 

Gold package for Primary/Special/PRUs/Nurseries

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Technical Support of admin PCs including the technical support of SIMS*
  • RBUSS+ Backup includes 50GB storage space
  • SIMS Upgrade Service
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

Price

Annual

Academy Primary

Special

PRU

Nurseries

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

£1,269 Site price

+ £2.34 per pupil

Annual

Maintained Primary, Special, PRU, Nurseries

Must have bought SIMS annual entitlement

£1,269 Site price

+ £2.34 per pupil

Training Courses, Workshops and Seminars

Attendance of a Training Course, Workshop or Seminar

Package type

Customer Type

Product Dependencies

Price

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Must have purchased a support package from ICT Schools Team

£140 half day

£215 full day

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Customers not purchasing ICT Schools Team Support package

£150 half day

£245 full day

 

Bursar Service

The Schools Finance Systems Support Team has a team of experienced bursars who can provide Bursar Support on a pay as you use basis to all schools. Our bursars are able to cover all aspects of school finance tasks including Budget Setting, Budget Monitoring and reporting to Headteachers and Governors.

 

Visits can be arranged for any period of time that you may require. You may like to consider purchasing Bursar Service support in the following circumstances:

 

  • If a member of your finance staff is absent for a protracted length of time
  • You have a new finance member of staff who may benefit from on-site support and guidance to enable them to reinforce their training and settle into their new role
  • If you have a finance post that you are waiting to fill
  • If you would like periodic Bursar Service support to free your finance staff to do other tasks or a permanent Bursar Service

Please contact us to discuss your individual requirements

 

Package type

Customer Type

Product Dependencies

Prices

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Minimum of two hour visits

£43 per hour

 

Admin Service

The SIMS Support Team has a number of experienced staff who can provide Admin Support on a pay as you use basis to all schools. Our staff are able to cover all aspects of school administrative support including pupil and staff database management, support with statutory requirements such as School Census and School Workforce Return, or just additional support at busy periods such as at the end of the academic year. You may like to consider purchasing Admin Service support in the following circumstances:

 

  • If a member of your administrative staff is absent for a protracted length of time
  • You have a new member of staff who may benefit from on-site support and guidance.
  • If you have a post that you are waiting to fill
  • If you would like periodic support to free your administrative staff to do other tasks

Please contact us to discuss your individual requirements

Package type

Customer Type

Product Dependencies

Prices

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Minimum of two hour visits

£43 per hour

 

Consultancy and Support Visits

This may include:

 

  • Audit of SIMS deployment and its use in the school
  • Development in specific areas such as assessment, performance analysis or attendance.
  • Audit of the management information system (MIS) deployment and its use in the school.
  • Analysis of effective data handling
  • Customisation of SIMS to make information available to relevant staff.
  • Technical support from the Schools Technical Support Team

This is not an exhaustive list; please do call to discuss further requirements.

Package type

Customer Type

Product dependencies

Prices

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Must have purchased a support package from ICT Schools Team

£64 per hour

£399 per day

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Customers not purchasing ICT Schools Team support package

£84 per hour

£530 per day

 

Private Funds Manager (PFM) licence maintenance

Package type

Customer Type

Product Dependencies

Price

Annual

Secondary Schools and Academies

Primary Schools and Academies

Must have purchased a support package from ICT Schools Team

£106

 

Secondary Lesson Monitor Licence Maintenance

Package type

Customer Type

Product Dependencies

Price

Annual

Secondary Schools and Academies

Must be purchased directly from Capita 

£2000 per annum

 

SIMS Upgrade Service

Package type

Customer Type

Product Details

Price

Annual

Secondary Schools and Academies

This service will complete the technically complex and time consuming process of installing the three main releases from Capita which tie in with statutory requirements.

 

Where Admin Server and devices which have been provided by a 3rd Party rather than via ICT Schools Team, the School will need to grant access to the Servers to implement the Upgrade.

£350

SIMS Hosted Solution

Package type

Customer type

Product Details

Price

12 month contract

Secondary Schools and Academies

Primary Schools and Academies

This service removes SIMS, FMS and Discover onsite  school-based servers, and where you can access your data securely anytime and from anywhere with an internet connection using devices supporting Windows, Android, Chromebooks, Macbook or Apple iOS. 

POA

VAT will be charged to Academies

 

Schools Technical Support Team Services

The Schools Technical Support Team is committed to providing services to help schools to make effective use of Information Communication Technology. 

Our SIMS Technical support service is specifically aimed at Secondary schools, whose current IT provider does not include SIMS (or FMS) technical support. The service includes the following:

SIMS Upgrade Service

This service will complete the technically complex and time consuming process of installing the three main releases from Capita which tie in with statutory requirements.

SIMS Patching Service

This Service manages the implementation of the multiple patches or fixes supplied by Capita to resolve technical issues and ensure the optimum functionality and performance of the application.

SIMS Technical Support

This service provides unlimited SIMS technical support via telephone, email and remote assistance.

12 month annual

 

Pre-Requisites:

  • Full access to SOLUS on the SIMS Server
  • Full access & permissions to SIMS Server
  • Full access to all Workstations with SIMS applied
  • Full access to SIMS as Administrator
  • CentraStage Datto RM applied to SIMS Server

£1200.00

 

Whole School Support Services

The ICT Schools Team, including  SIMS, Finance Systems (FMS and PS Financials) and Technical support service provides unlimited support via telephone, email and remote assistance methods and is committed to providing services to help schools to make effective use of Information Communication Technology across their Curriculum and Admin network(s).

Technical support of admin devices purchased from Buckinghamshire Council is included in all packages. Where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.  N.B.  If your Admin devices are supported by a 3rd party supplier, please see section ‘Admin devices supported by 3rd parties’ on the final page of this document.

SIMS Upgrade Service is included in all packages, and supported servers and workstations are upgraded termly in line with updates released by Capita. Non supported workstations can also be upgraded if necessary access is given by your ICT support company.

Support Packages

Premium Whole School Support Package

for  MS Windows curriculum devices (including combined server)

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

Bucks LA Maintained - £3,752 per site + £1.70 per pupil

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • Unlimited Training Courses, Workshops and Seminars

 

 

Standard Whole School Support Package

for MS Windows curriculum devices (including combined server) 

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

Bucks LA Maintained - £3,752 per site  + £1.70 per pupil

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately.

No: School Devices

Technical Support

PLUS

SIMS Annual Entitlement

PLUS

SIMS & Financials Systems Premium Package

OR

SIMS & Financials Systems Standard Package

15

£1,854.00

BC LA Maintained

£3,752 site price

+ £1.70 per pupil

Academy

Must be purchased direct from Capita.

See above for rebate

£2,617 site price +

 £1.03 per pupil

 

£1,773 site price

+ £0.90 per pupil

25

£3,077.00

50

£5,729.00

75

£8,381.00

100

£11,033.00

Device numbers are for guidance. Any number of devices can be supported.

*Does not cover any additional Hardware/Setup costs

Platinum Whole School Support Package

for  MS Windows curriculum devices (including combined server)

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

Bucks LA Maintained - £769.50 site price + £0.70 per pupil

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • Unlimited Training Courses, Workshops and Seminars

 

 

Gold Whole School Support Package

for MS Windows curriculum devices (including combined server)

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

Bucks LA Maintained - £769 site price + £0.70 per pupil

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately.

School Devices

Technical Support

PLUS

SIMS Annual Entitlement

PLUS

SIMS & Financials Systems Platinum Package

OR

SIMS & Financials Systems Gold Package

15

£1,854.00

LA Maintained

£769.50 site price

+ 70p per pupil

Academy & Non Bucks Schools

Must be purchased direct from Capita.

See above for rebate

£2,093 Site price +

£3.66 per pupil

£1,269 Site price

+ £2.34 per pupil

 

25

£3,077.00

50

£5,729.00

75

£8381.00

100

£11,033.00

Device numbers are for guidance. Any number of devices can be supported.

*Does not cover any additional Hardware/Setup costs

Hardware

Admin Server

(for networks with up to and including five workstations)                

 

Dell Desktop PC with

  • Intel i5 CPU
  • 8GB RAM
  • 512GB Solid State Drive
  • 5 Year Next Business Day on-site warranty
  • Windows 10
  • DVD Drive
  • Keyboard & Mouse

£749

Whole School Server

(for Whole School Support and Admin networks with over five workstations)               

Dell Business Server with

  • Intel Xeon CPU
  • 32GB RAM
  • 2x 480GB Sold State Drive
  • 2x 2TB Hard Disk Drive
  • 5 Year Next Business Day on-site warranty
  • Windows Server 2019

 £1999

 

 

Desktop   PC                                                                  

Dell Desktop PC with

  • Intel i5 CPU
  • 8GB RAM
  • 256GB Solid State Drive
  • 5 Year Next Business Day on-site warranty
  • Windows 10
  • DVD Drive
  • Keyboard & Mouse

£669

Laptop                                                                                  

Dell Latitude Laptop with

  • Intel i5 CPU
  • 8GB RAM
  • 256GB Solid State Drive
  • 5 Year Next Business Day on-site warranty
  • Windows 10

 £639

Refurbished PC

Extensive range of hardware available, typical spec

  • Intel i5 CPU
  • 4GB RAM
  • 120GB Solid State Drive
  • 3 Year Return to Base warranty
  • Windows 10

From £150.00

Software/Additional Services

 

SOPHOS Antivirus Protection

Site cost

£2.20 per pupil

Sophos Intercept X Anti-Malware Protection

  • Prevents threats from reaching devices
  • Detects whether threats have bypassed other preventative methods
  • Analyses and reverses corruption caused by malware
  • Anti-exploit technology recognizes and blocks common malware delivery techniques
  • Finds & fixes any vulnerabilities within your system
  • Detects malicious data encryption and instantly stops ransomware - even if hidden in trusted files or processes
  • Files cleaned without needing intervention from IT support personnel
  • Blocks & eliminates attack vectors, unlike traditional solutions

Per Device Charge

1 – 9 Devices

10 – 24 Devices

25 – 49 Devices

50 – 99 Devices

100 – 199 Devices

£11.32

£10.89

£8.46

£6.22

£5.73

Additional Remote Backup Service for Schools

(RBUSS+)

  • Monthly usage monitoring & advice included

 

50GB Storage

100GB Storage

200GB Storage

300GB Storage

400GB Storage

500GB Storage

600GB Storage

700GB Storage

800GB Storage

900GB Storage

1000GB (1TB) Storage

2000GB (2TB) Storage

Annual Charge

£340.00

£504.00

£732.00

£945.00

£1,199.00

£1,411.00

£1,633.00

£1,846.00

£2,069.00

£2,281.00

£2,388.00

£4,722.00

 

Prevent Solution (Future Digital) For Schools

 

The UK faces a continuing threat from both international and domestic terrorism and violent extremism, which can emerge from any community and can be inspired by a wide range of causes.  The statutory guidance makes clear that schools and childcare providers are expected to assess the risk of children being drawn into terrorism, including support for extremist ideas that are part of terrorist ideology.  The PREVENT software solution provides schools with the ability to proactively monitor and positively mitigate against online dangers such as radicalisation, grooming, cyber-bullying and self-harm.

 

PREVENT Software – Smoothwall Monitor

0 – 200 Users

200 – 349 Users

350 – 749 Users

750 – 1249 Users

 

 

 

Per User Charge

£3.26

£2.96

£2.70

£2.45

 

iPad / Android Device Management

Sophos Mobile

Management of tablet devices providing remote administration/configuration of security/usage policies, APP delivery and Class Control

Pay As Used

Three half day scheduled site visits

Where schools would like to receive termly half day scheduled site visits.

 

(This is in addition to any site visits occurring in response to an issue)

£557.00

Six half day scheduled site visits

Where schools would like to receive twice termly half day scheduled site visits.

 

(This is in addition to any site visits occurring in response to an issue)

£1114.00

Project support

Project requests that fall outside a standard SLA will be quoted for and costs agreed prior to implementation.

£64.00 per hour

£399.00 per day

Consultancy

Consultancy requests will be quoted for and costs agreed prior to implementation.

£64.00 per hour

£399.00 per day

Scheduled Site Visits

Where schools would like to receive regular scheduled site visits, this is in addition to any site visits occurring in response to an issue. A quote would be provided based on the schools requirement as to the frequency of visits weekly, monthly or termly.

£64.00 per hour

£399.00 per day

Supply and Installation of hardware & software

Benefit from the advantages of corporate discounts when purchasing your ICT hardware and software from BC ICT Services to Schools. If you have requested installation, we will deliver direct, set up your equipment and test as part of the sign off of the order.

Pay as Used

Hardware Maintenance

We are able to arrange competitive Hardware replacement\repair service for PCs, Printers and associated equipment.

£64 per hour Plus cost of parts

Office 365 Support

Package type

Product Details

Price

12 month contract

The Buckinghamshire Council Schools Technical Support Team offers an annual support package that provides a service to both enable your school to implement a digital education platform and also to provide ongoing support for the schools remote learning environment including the support of the schools Microsoft 365 Email infrastructure.

£350

 

PS Financials Support

Our PS Financials support service provides unlimited support via telephone, email and remote assistance methods; technical support of the Software; Training courses; plus access to our ICT Zone on Schools Web which provides comprehensive, regularly updated information in line with such updates/upgrades and commonly asked questions.

Technical support of admin devices purchased from Buckinghamshire Council is included in all packages. Where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.  N.B.  If your Admin devices are supported by a 3rd party supplier, please see section ‘Admin devices supported by 3rd parties’ on the final page of this document.

Platinum Package

  • Unlimited PS Financials support including telephone, email and remote assistance
  • Scheduled training courses, workshops and seminars
  • Technical Support of PS Financials software *
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

Package type

Customer type

Product dependencies

Price

Annual

Secondary

Must have bought PS Financials Software 

£1236 per site

+ 52p per pupil

Annual

Primary

Special

PRU

Nurseries

Must have bought PS Financials Software 

£1004 site price

£1.80 per pupil

Arbor and Finance Systems Support

The ICT Schools Team is a non-profit organisation, offering a professional, flexible and user-friendly support service for Arbor MIS, PS Financials and FMS, together with technical support for Admin and Curriculum devices and network, for both Maintained and Academy schools.  

With over 30 years' combined experience of working in schools, we understand that every school has different needs and our customers value the range and flexibility of our support packages; where our expertise and ethos of delivering an all-inclusive service, irrespective of the size of the school, is highly regarded and is testament of their continuous business.

Our Arbor and Finance Systems support operates a single point of contact for guidance and issue resolution; our ICT Zone provides an online resource centre for news, downloads and training.

  • Unlimited Arbor and Finance Systems support including telephone, email and remote assistance
  • Technical support of Admin devices*
  • 50gb RBUSS (back up for admin or curriculum network up to 50gb)
  • Access to ICT Zone on Schools Web

Training is available separately, please enquire separately

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

Price

Annual

Primary

Special – all phases

PRU – all phases

Nurseries

Current Arbor annual entitlement

£1,269 Site price

+ £2.34 per pupil

  • Unlimited Arbor and Finance Systems support including telephone, email and remote assistance
  • 50gb RBUSS (back up for admin or curriculum network up to 50gb)
  • Access to ICT Zone on Schools Web

Training is available separately, please enquire separately

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

Price

Annual

Secondary

Current Arbor annual entitlement

£1,773 site price

+ £0.90 per Pupil

  • FMS is mandated by Buckinghamshire Council as a School’s finance system and therefore a SIMs/FMS Annual Entitlement must be purchased via the ICT Schools team. This is separate to the above support packages.
  • Please contact the ICT Schools team for further information and costs.

Package type

Customer type

Product dependencies

Price

Annual

Primary,

Special, PRU,

Nurseries

Discounted AE only available for maintained schools purchasing an Arbor & FMS support package from Buckinghamshire Council

£769.50 site price

+ 70p per pupil

Annual

Secondary

£3,752 site price

+ £1.70 per pupil

 

Buckinghamshire Council responsibilities

For 2020-21 Packages will run from September to March in order to bring billing in line with the school’s financial year. 

Commercial Services will charge 7/7ths of the package purchased in November (to cover the period September to March).  Should you have general queries regarding the billing please contact the team on 01296 383500 #4 – Services and Packages.

 

All incidents and service requests are logged with the Support Service Desk via phone/portal/email.

Incidents

Description

Response

Fix

Complete Network, Server or Major Application not working and no work around available.

15 minutes

4 hours or agreed recovery plan*

Standard Service Requests

Service Request

Description

Response

Fix

How do I? / Training Requests / Information Provided

1 day

3 day

This is a request to change, add move or install an item or service, which can be planned in advance. *

1 day

Dependent on Request

*excludes calls logged to Capita for further investigation

 

We will provide regular updates to the school by email on the progress of their call

 

School responsibilities

We require schools purchasing a SIMS Support package to either enable remote access via Datto RM or access to TeamViewer (V8) TeamViewer 8  so that the team can offer the highest levels of support (NB This may be subject to change)

  • ICT ServiceNow – list all customer calls
  • ICT ServiceNow Reports – Volumes/Escalations
  • Account management meetings, support service forums
  • Use of course evaluation forms to monitor customer satisfaction levels

We will always aim to resolve any issues that might arise regarding service delivery. In the first instance all comments should be directed to the ICT Schools Team Manager or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

 

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

 

Option

Contact

Immediate escalation

 

 

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal ICT SCHOOLS TEAM complaints process)

Sheryl Everett                        

ICT Schools Team Manager

sheryl.everett@buckinghamshire.gov.uk  

 

Alternatively, contact email address below:

 

Pauline Page

Head of Corporate Business Support

pauline.page@buckinghamshire.gov.uk

 

 

The formal Buckinghamshire Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then obtain relevant information, carry out an investigation and will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

If your school has purchased all the equipment that makes up the schools Admin infrastructure from a 3rd party support company then ICT Schools Team only provides technical resolution of SIMS and FMS, other software purchased either as part of the SIMS Package, the SIMS Upgrade Service, PFM, Prevent, Sophos and RBUSS (remote backup service for schools). 

 

Please clarify with the 3rd party supplier to identify the level and detail of support provided. Ongoing support for the device(s) will need to be provided by this supplier.

  • Termination of support packages requires three months’ notice.
  • Buckinghamshire Council LA Maintained schools not purchasing a SIMS Support package from ICT Schools Team will need to sign a contract with Capita for SIMS Annual Entitlement. Failure to do so will result in the withdrawal of permission to use of the Local Authority SIMS licence.
  • Notice must be given on school headed paper signed by the head teacher and sent to the ICT Schools Team Manager.

 

Back to Front Page of SLA

 

12. School Management Support Team 21-22

The School Management Support Team supports the coordination and management of electronic provision of data and information to all schools, academies and the Local Authority (LA). The Team provides a range of contextual and performance information to support school, early years and LA planning, performance monitoring and to assist with school self-evaluation.
Services that allow schools and the LA to meet statutory requirements will be free to all schools. This will include support for data collections, statutory processes and access to a core set of performance and contextual data.

  • Guidance, advice and support on all data collection exercises including
    • School Census, including Post 16 learning aims information for secondary schools
    • School Workforce Census
    • Early Years Foundation Stage Profile Assessments
    • Phonics Screening Check Assessments
    • Key Stage 1 Teacher Assessments
    • Key Stage 2 Teacher Assessments
  • Support for quality assurance of returns through the provision of
    • Checking files (pupil and school level results) for EYFSP, Phonics, KS1 and KS2 returns as part of the data collection arrangements
    • Reports based on information submitted on Post 16 Learning Aims in the School Census
  • Provision of the School Indicators System including
    • Individual school report including performance and contextual information and comparisons to county-wide results
    • Benchmarking tool to allow schools to compare results and contextual information with other schools within Buckinghamshire
  • Access to pupil projections information on request
  • Access to and support for software and data by
    • Providing support and guidance in the use of Analyse School Performance (ASP)
    • Maintaining the AnyComms Plus secure file transfer server and licences to facilitate the quick and secure transfer of files between schools and the LA
    • Maintaining the Local Authority ONE pupil database, working with schools to ensure that both school and LA systems hold up-to-date and valid information through B2B data transfer

For data collection exercises (e.g. School Census) the team will expect to receive timely and accurate returns from schools. Should this not be the case the team reserves the right to levy a charge for costs incurred for extra time spent on dealing with erroneous data. Where checking files/reports are provided to support the accurate completion of data collections it is the schools responsibility to access the files, complete any necessary checking and either notify the team of amendments needed or arrange to resubmit the return in a timely manner. This not being the case, the team reserves the right to levy a charge for costs incurred for extra time spent on dealing with late returns. The team will also be unable to process changes resulting from checking files if they are received after DfE deadlines.

We will advise by telephone or email, regarding any clarifications needed on data collection issues free of charge. We will also provide support for interpreting the analysis provided if required.

The School Management Support Team offer an Annual Buyback Package for maintained schools and Academies, which covers a range of performance and contextual analyses, as well as any guidance and advice required from the team.

All analyses are subject to availability of data and may change in the future according to DfE and Ofsted requirements.

Services that allow schools and the LA to meet statutory requirements will continue to be free to all schools.  This will include support for data collections, statutory processes and access to a core set of performance and contextual data.

The relevant analyses from the list below are provided as part of this package, dependent on school type and availability of data.  Please note that the content of the packs may vary year on year, based on changing DfE/Ofsted policy, accountability measures etc.

  • EYFSP Early Analysis including emerging national
  • Phonics Early Analysis including emerging national
  • Key Stage 1 (KS1) Early Analysis including emerging national
  • Key Stage 2 (KS2) Early Analysis including emerging national
  • Key Stage 1 (KS1) to Key Stage 2 (KS2) Early Progress Analysis including static matrices and provisional progress scores/pupil plots
  • School Performance Analysis (SPA)
  • Early Years Foundation Stage Profile (EYFSP) Analysis
  • Phonics Check Analysis
  • Early Years Foundation Stage Profile (EYFSP) to Key Stage 1 (KS1) Transition Matrices (static and dynamic by pupil group)
  • Key Stage 1 (KS1) to Key Stage 2 (KS2) Progression Analysis, including dynamic matrices and DfE progress analysis
  • Key Stage 2 (KS2) National Benchmarking Analysis
  • Absence Analysis
  • School Data Dashboard
  • BASICS Report
  • Headline Performance Report
  • Pupil Group Analysis (in line with ASP/IDSR
  • Liaison Group Profile Key Stage 4 emerging national results
  • Key Stage 4 Data Pack
  • Post-16 Data Pack
  • Key Stage 4 Subject Level Analysis
  • Key Stage 5 Subject Level Analysis
  • Key Stage 2 (KS2) to Key Stage 4 (KS4) Progression Analysis
  • Key Stage 4 (KS4) to Key Stage 5 (KS5) Value Added Analysis
  • Income and Expenditure Benchmarking Analysis
  • Key Stage 4 (KS4) National Benchmarking Analysis
  • Key Stage 4 (KS4) National Subject Level Benchmarking Analysis
  • Key Stage 5 (KS5) National Benchmarking Analysis
  • Key Stage 5 (KS5) National Subject Level Benchmarking Analysis
  • Income and Expenditure Benchmarking Analysis

Costs for the 2021-2022 financial year package are shown below.  This package will include analysis of summer 2021 assessments, tests and exams.

   

Analysis of 2019 Results (Sept19-Aug20)

Analysis of 2020 Results (revised offer due to Covid19) (Sept20-Mar21)

Analysis of 2021 Results (Apr21-Mar22)

Infant Schools

per student

£1.01

£0.60

£1.01

Junior Schools

per student

£0.78

£0.50

£0.78

Combined Schools

per student

£1.16

£0.70

£1.16

Secondary Schools

per school

£1,125.50

£675.00

£1,125.50

Special Schools

per student

£0.76

£0.40

£0.76

Prices for academies are exclusive of VAT.

The School Management Support Team (SMST) provides a service that checks the Free School Meals (FSM) eligibility of pupils by checking their parent’s details via the DfE’s Eligibility Checking System (ECS).

For every child registered for Free School Meals, your school will receive additional Pupil Premium funding so that you can support your disadvantaged pupils and close the attainment gap between them and their peers.

Parents apply to the school using a simplified paper form. In most cases no further paper evidence of benefits is required.

The school enters three details about the parent into a spreadsheet (NI number or National Asylum Seeker Service number, DOB and surname). This spreadsheet, which can contain multiple applicants, is then forwarded to the SMS Team by secure file transfer.

The SMS Team will then run batch routines through the DfE’s Eligibility Checking System (ECS), which will return either a True or False result for each parent. These results would then be passed back to the school securely using the file transfer process. The aim is to provide confirmation of eligibility no more than three business days after the school submits the spreadsheet. Paper evidence may then be required from a parent if they question a false result. The school will collect this evidence and assess the parent’s eligibility against the criteria. A list of protected pupils from the latest census is also provided.

This service runs on an academic year basis, from September to August each year in line with pupil intakes, but will be billed in line with other packages so that schools have a single payment point.

 

   

2019 - 2020 Academic Year

2020 - 2021 Academic Year

2021 - 2022 Academic Year

Infant, Junior, Combined and Special Schools < 100 pupils

per school

£61.80

£61.80

£61.80

Infant, Junior, Combined and Special Schools >= 100 pupils

per school

£103.00

£103.00

£103.00

Secondary Schools

per school

£206.00

£206.00

£206.00

Prices for academies are exclusive of VAT.

This package gives you access to the FFT Aspire system at discounted rates. FFT Aspire is a web based system that supports school self-evaluation and target setting.

Target Setting - In a life after levels and letters, Aspire’s Target Setting dashboards help you to set challenging targets for your school and pupils.

Evaluating your performance - Simple, visual and clear. FFT Aspire’s innovative Self Evaluation dashboards allow you to quickly and comprehensively evaluate attainment and progress in your school.

Intervention and support - Behind each one of your pupils is a unique story – Aspire’s Student Explorer dashboard can help you to find it.

New and coming soon – Data Exchange (linking your management information system to FFT Aspire for pupil data updates), new reports, new dashboards, pupil tracking.

This service will also include help and support from the School Management Support Team (SMST) via email and phone for all queries - accounts issues, data queries, report questions, "how to" etc..

We can only offer this service at the advertised price if a minimum number of schools purchase, if we don’t reach that minimum number we may have to withdraw the service.

Subscriptions run on an academic year basis, from September to August each year, but will be billed in line with other packages so that schools have a single payment point.

 

Charges for 2019-20 academic year (analysis of 2019 results)

Charges for 2020-21 academic year (2020 results)

Charges for 2021-22 academic year (2021 results)

Infant Schools

£60 per school + £0.78 per pupil

£65 per school + £0.83 per pupil

£68 per school + £0.87 per pupil

Junior and Combined Schools

£77 per school + £0.78 per pupil

£82 per school + £0.83 per pupil

£86 per school + £0.87 per pupil

Secondary Schools

£440 per school + £0.78 per pupil

£475 per school + £0.83 per pupil

£495 per school + £0.87 per pupil

Special Schools and PRUs

£77 per school + £0.78 per pupil

£82 per school + £0.83 per pupil

£86 per school + £0.87 per pupil

Prices for academies are exclusive of VAT.

The School Management Support Team is able to offer a number of ad-hoc services, subject to capacity.

Ad-hoc analysis packs, including ACORN, IDACI and Ward profiling, provision of maps and Catchment Analysis

Visits and extra support – e.g. for INSET, staff meetings, senior management or governor meetings, OFSTED or other inspections preparation

Additional data analysis – e.g. Schools commissioning their own research and/or analysis based on their own pupils, working with the team to customise one of the standard analyses to meet specific needs or reviewing data management within the school

Ad-hoc analysis packs can be ordered online.  For other services please contact the team in the first instance.

ACORN Analysis (January school census)

£20

ACORN Analysis including Maps (January school census)

£90

IDACI Analysis including Pupil Data (January school census)

£20

IDACI Analysis including Pupil Data and Maps (January school census)

£90

Ward Analysis including Pupil Data (January school census)

£20

Ward Analysis including Pupil Data and Maps (January school census)

£90

Catchment Analysis (January school census)

£20

Bulk Buy Offer – ACORN, IDACI and Ward Analyses, including all maps, plus Catchment Analysis (January school census).  Cost of individual analyses = £290

£260

Visits and extra support – e.g. for INSET, staff meetings, senior management or governor meetings, OFSTED or other inspections preparation

£75 per hour

£175 per half day

£350 per full day

Additional Data Analysis – e.g. Schools commissioning their own research and/or analysis based on their own pupils, working with the team to customise one of the standard analyses to meet specific needs or reviewing data management within the school

£30 per hour (An estimate of the time/cost required to complete the request will be agreed with the school before work commences).

 

NB Academies

Before the School Management Support Team (SMST) can provide data support to academies, a data exchange agreement needs to be in place. If you do not currently have a data sharing agreement, please contact the SMST directly to obtain a copy if you want to participate in any of the following services.

The academy will also need to make sure that Privacy Notices are issued to every parent/guardian/carer in line with the guidelines issued by the DfE, ensuring that the sharing of information with Buckinghamshire Council is mentioned.

Academies with VAT element will have an addition of 20% to charging totals.

Bucks Council responsibilities

We will provide you with:

  • a professional coordination and management service for all customers
  • advice and support on all data queries and how to run reports required
  • advice in a timely and appropriate manner either via the telephone and email (dependent on the specific situation/availability);
  • updates on how the service can be delivered following COVID-19
  • access to core performance data and support on statutory processes

In addition we will:

  • Adhere to the set timeframes in terms of acknowledging a customer’s query.

 

School responsibilities

You will need to:

  • be reminded that 2020 assessments remain non-statutory, and participation in the collection and analysis would be voluntary at this stage
  • adhere to your own responsibilities within the identified process charts assigned to this agreement (i.e. conduct and discipline, capability, reorganisation etc.);
  • acknowledge that the service offered by the Schools Management Service Team is that of a supportive nature for your data needs
  • recognise the set timeframes in terms of the set response times;
  • raise any concerns around the service you are receiving as soon as the concern arises;

Changes to Services

  • Buckinghamshire Council reserve the right to amend service offerings as described in the brochure. These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.
  • Buckinghamshire Council commits to providing sufficient notice, transition period and an effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Escalation Process and Contacts

  • We will always aim to resolve any issues that might arise regarding service delivery. Please contact the School Management Support Team initially or the Business Development Team.
  • In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.
  • All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact Sarah Sewell initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Option

Contacts

Immediate escalation

 

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BC complaints process)

Sarah Sewell

Interim Education insight Lead

Sarah.sewell@buckinghamshire.gov.uk  

 

 

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk  and provide details of your concerns and any supporting material.

 

 

 

Caroline Wheeler

Head of Service Business Service and Commercial

caroline.wheeler@buckinghamshire.gov.uk

 

The formal Bucks Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

Schools Management Support team are unable to provide any pro-rata refunds of any annual subscription withdrawal mid their contractual terms.

We require non-renewal instructions for FFT package (externally delivered service) no later than 30th April to cease new contract commencing on 1st September every year.

 

 

 

13. Legal Services 2021-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

The Buckinghamshire Council Legal Services team have a wide range of experience and knowledge in the legal profession. Some to the legal staff have school and private backgrounds and use their expert knowledge to add real value to the individual case. Legal Services has specialists at all levels to service the needs of our clients including insurance claims, educational, environmental, contractual and social care law. Our ethos is to provide a service which is consistent, professional and accountable, whilst ensuring our team is friendly, efficient and approachable.

  • Dispute Resolution: Litigation; Personal injury; Employer and Public liability; Contract disputes; Complaints.
  • Property and contracts: Commercial property; Commercial contracts; Debt recovery.
  • Data protection and social media: Advice on removing information on social media; dealing with vexatious requests; refusing requests on cost grounds.

Package

Prices for 2021-2022

5 Hours Legal Support

£450.00

Additional Services (longer hours required for specific cases)

Price on application

Buckinghamshire Council responsibilities

We will provide you with:

  • a professional Legal Service;
  • advice on appropriate legal strategies that are relevant to specific queries and/or cases;
  • advice in a timely and appropriate manner either via the telephone, email or face to face (dependent on the specific situation/availability);
  • quality checking of formal letters, reports and any other relevant documents;
  • information to highlight any appropriate risks to customers when managing specific people management situations and/or cases.

    In addition, we will:

  • Adhere to the set timeframes in terms of acknowledging a customer’s query;
  • Adhere to the set timeframes in terms of assigning a case to a Legal professional.

School/Academy responsibilities

You will need to:

  • Purchase a Legal Services Schools package.
  • Ensure all relevant information is supplied to the Legal professional to ensure the advice offered accurately reflects the situation and/or case;
  • Recognise the set timeframes in terms of the set response times;
  • Raise any concerns around the service you are receiving as soon as the concern arises;
  • Where possible give appropriate notice on seeking support from the service both in terms of advice and in terms of requested attendance at formal proceedings and meetings. By giving appropriate notice it will enable the Legal team to source the right level of support required.

Changes to Services

  • Buckinghamshire Council reserve the right to amend service offerings as described in the brochure. These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.
  • Buckinghamshire Council commits to providing enough notice, transition period and an effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Escalation Process and Contacts

  • We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Legal Services Team or the Business Development Team.
  • In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint. See complaints procedure below.

Service

KPI

Acknowledging a Legal Service Desk Call

We will aim to provide initial telephone advice within 1 working day.

 

We will acknowledge emails within 24 hours and respond to them substantively within 5 working days.  Letters within 10 working days and respond to further instructions within 5 working days.

Assigning a case that comes through to the Legal Services Team

We will aim to assign a dedicated Legal Adviser to cases, within 48 hours of the query being referred to the Legal Team

 

Immediate escalation

 

Contact the Business Development Team (details given below) and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Legal Manager directly via their contact email addresses below:

·       Legal Mailbox

              Email: legalpracticemanagement@buckinghamshire.gov.uk

 

·       Business Development Head of Service - Caroline Wheller

Email: caroline.wheller@buckinghamshire.gov.uk

 

 

 

Term:

This package will be for the duration of one year, commencing on 1st April and ending on 31st March. Any unused credits cannot be credited, but more credits can be purchased throughout the year.

You may terminate the Contract prior to the expiry of the Term or Renewal Period by giving 3 months’ notice.  If no notice is given, then the customer shall be liable for the full annual fee.

Termination

Either party may terminate the Contract if the other party commits a material breach, or series of breaches resulting in a material breach, of the Contract and such breach is not remediable or is not remedied within 30 days of written notice requiring that party to do so.

In order to provide notice of termination, a letter/email from the Headteacher is required, on letter headed paper, notifying of the school wishes to terminate the contract including outlined reason for discontinuing.

14. Schools Library Service 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

The Schools Library Service has pride in our core values to deliver an excellent service to schools in and outside of Buckinghamshire

Customer Care – In keeping with Council wide customer service principles our staff provide professional, friendly and practical support on all aspects of Library and information resource provision.

Bespoke service and flexible options – We will tailor the supply of books to support your curriculum choices and offer alternative options to buy in to suit your budget.

Excellent training – Our staff will be available to visit to provide their wealth of knowledge, share information, skills and support you with utilising new library management systems on site.

Alternative and wider stock – We can provide artefact loans to add a new dimension to children’s learning.

With the slimming down of the National Curriculum and the increasing autonomy of schools in curriculum matters, schools will need access to a much wider range of materials. Without a

Schools Library Service subscription, they will struggle to gather enough resources to cover all subjects they want to teach.

 

Buckinghamshire Schools Library Service offers a comprehensive and flexible resource and advisory service to all phases of education, from nursery to post 16.

 

Primary school packages

We offer value for money for schools which choose to use us and we will give you a discount on additional services.

Service

Charge 2021-22

Full package:

1 project collection per class per term

£6.00 per pupil

A full SLS package for 300 pupil costs £1800.00/ year. This provides 600 books at a total retail value of £6300.00

Subscribing schools benefit from a 30% discount on their own book orders and books are delivered free of charge to your school.

 

Project Collections Service

Price per box

1- 4 boxes

£65.00

5 - 8 boxes

£62.50

9 - 12 boxes

£58.00

13 - 25 boxes

£55.00

26+ boxes

£50.00

Artefact collections

Bring learning to life with our ever-growing range of artefact collections. These are available for a 4 week period and include free delivery and collection. They range from a World War 2 Evacuee’s suitcase to an experience of Stone Age Life.

Artefacts Service

Price

(Non Member)

Price

(SLS Member)

4 week hire

£50.00

£40.00

4 week hire Artefact bundle (includes 10 books)

£65.00

£50.00

 

Themed project boxes and Storysacks

We have a range of puppet-themed boxes including Woodland Animals, Fairy tales, Dinosaurs, Jungles and Under the Sea. These support the curriculum and add a fun dimension to learning.

Service

Price

(Non Member)

Price

(SLS Member)

Puppet-themed project box (4-week hire)

£50.00

£40.00

Storysack (4-week hire)

£50.00

£40.00

Secondary School packages

For our secondary schools, we offer greater choice and flexibility. We constantly refresh our stock to be responsive to the secondary school curriculum.

To offer the best value for money we operate a ‘pick and mix’ approach where all of the services have a “star” value and you can choose to buy as many stars as you feel will meet the needs of your pupils and staff.

 

Service

Units

Star Value

Membership to Schools Library Service (Compulsory)

 

***

1 year Book hire (includes 20% refresh per annum)

50 books

*

1 term Project Collections

2 standard projects or

3 small projects (up to 10 items)

*

Requests

50

*

 

Star Prices for 2021-22

Number of stars

Price per star

4 – 10

125.00

11 – 30

£120.00

31 +

£115.00

All services can be bought in multiples, e.g. hiring 1500 books would equal 30 stars.

Consultancy service

We can support Ofsted inspections by devising school library policies and development plans, catalogue stock remotely so that books arrive ready for your shelves and/ or weed out of date books and help with reorganising your library

Duration of professional support

Price

(Non-Member)

Price

(SLS Member)

1 hour

£90.00

£80.00

1 half day

£280.00

£140.00

1 day

£550.00

£495.00

Bucks Schools Library Service’s Responsibilities

The Schools Library Service team provides a professional service and will:

  • deliver project collections within the first 2 full weeks of term. NB- delayed returns of project requests for classroom project collections will result in a delayed delivery
  • notify schools of any delivery problems and/or delays and arrange alternative dates for delivery
  • add new resources to our stock throughout the year
  • provide professional and impartial advice. The Schools Library Service is a member of the Association of Senior Children’s and Education Librarians and of the School Library Association. Our Librarians are Chartered Members of the Chartered Institute of Library and Information Professionals

 

The School or Academy’s Responsibilities

The School/Academy will:

  • Provide the Schools Library Service with a named contact, email/phone number
  • Provide the Schools Library Service with appropriate access to the school to ensure safe delivery and pick up of project collections and library loans.
  • Send requests for project collections to the Schools Library Service three weeks before the end of term (summer, autumn and spring)
  • All items are the responsibility of the borrowing school and remain the property of the Schools Library Service
  • The Schools Library Service reserves the right to charge full replacement cost for overdue, damaged and/or lost items
  • Items must be returned to the Schools Library Service at the end of the loan or subscription period

To raise a query on the quality of service you have received please contact the following (in order of escalation) whom will respond as soon as possible:

Escalation

 

1

Gillian Polding

Area Manager Children and Young Persons, Buckinghamshire Libraries

Gillian.polding@buckinghamshire.gov.uk

2

 

Business Development and Account Management Team

tradedservices@buckinghamshire.gov.uk

2

Caroline Wheller

Business Development Head of Service

Caroline.wheller@buckinghamshire.gov.uk

In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

Immediate escalation (formal BCC escalation process)

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

Back to Front Page of SLA

 

15. Term time, benefits-related free school meals voucher service SLA 2021-2022

The government have issued the following guidance for all schools Providing school meals during the coronavirus (COVID-19) outbreak

Under normal circumstances, schools do not provide free school meals to children eligible for benefits-related free school meals (FSM) who are not in school. But during the national lockdown, the government expect schools to continue supporting children eligible for benefits-related free school meals who are at home during term time.

 

The government strongly encourages schools to work with their school catering team or food provider to provide food parcels to eligible free school meal pupils who are at home. Where school kitchens are open this should be the approach taken by schools.  Schools can claim for additional funding of £3.50 per week for each eligible pupil receiving food parcel provision at home; see the guidance above for more information on food parcels.

If the school has confirmed with the school catering team or food provider that they cannot provide food parcels for pupils eligible for benefits-related free school meals (FSM) who are at home, the government will open a national scheme to provide supermarket vouchers via an online portal as soon as possible. Alternatively the government guidance states that schools can consider other local arrangements, which might include vouchers for local shops and supermarkets.

 

Buckinghamshire Council have therefore commissioned BlackHawk, the company providing the Helping Hand Winter Grant vouchers, to provide a local voucher service for Buckinghamshire Schools.  This service can be used by schools when their school catering team or food provider can not provide food parcels for pupils eligible for benefits-related free school meals and not in school, either on a short-term basis or for the period of national lockdown and the move to remote learning.

The government have stated in their guidance that schools can claim to be reimbursed for additional costs associated with a voucher scheme of up to £15 per eligible FSM pupil per week.  Vouchers through the Buckinghamshire scheme can be purchased at a weekly £15 value for each eligible pupil. 

As per government guidance, the Buckinghamshire scheme will run to the week beginning 8 February.  Continuation past this date will be dependent on updated government guidance.

Product

Contract duration

2020 – 21 Prices (Subject to VAT)

Maintained, Voluntary Aided and Voluntary Controlled Schools (primary, secondary, PRU and special)

 

Weekly

voucher

£15 per weekly voucher (£3 voucher x 5 days)

Academy Schools (primary, secondary, PRU and special)

Standard Package

Multi-site/Academy Trust are charged on a per site basis

Weekly

voucher

£15 per weekly voucher (£3 voucher x 5 days)

Free Schools (primary, secondary, PRU and special)

 

Weekly

voucher

£15 per weekly voucher (£3 voucher x 5 days)

Buckinghamshire Council responsibilities

Buckinghamshire Council will:

  • Commission benefits-related FSM term-time voucher provision for Buckinghamshire Schools from BlackHawk
  • Provide an intermediary service for Buckinghamshire Schools wishing to purchase FSM vouchers from BlackHawk:
    • Utilise current school purchasing system to enable schools to purchase weekly FSM vouchers for eligible pupils on a weekly basis, through school’s Traded Services Account (Bursar or Business Manager role).
    • Following a school order received by 2pm each Wednesday, send purchased digit voucher codes to schools through AnyComms by Friday 12.00pm at the latest.
    • Provide a template letter for schools to send to parents/carer
    • Invoice the school for vouchers purchased through their Traded Services Account. Invoices will be raised monthly through the established Buckinghamshire Council invoicing process.  Payment will be required as per standard school terms and conditions.

Obligations on the part of the school:

  • The school Bursar or Business Manager to order the required number of £15 lunch vouchers through the school’s Traded Services account, on a weekly basis (one x £15 voucher code per eligible pupil).
  • Where a school’s Bursar or Business Manager is not available due to absence, the Headteacher should contact tradedservices@buckinghamshire.gov.uk requesting the orders required and the Traded Services team will process the orders on their behalf.
  • Download the digital voucher codes received from Buckinghamshire Council through AnyComms – received by Friday at 12.00pm at the latest.
  • Distribute the digital voucher codes to parents/carers weekly, through an email containing the voucher code(s). Buckinghamshire Council will provide standard wording to use in your communications, but the communication must come direct from the school with school branding/letterhead.
  • Support parents and carers with the administration and redemption of the vouchers where necessary.
  • Signpost parents and carers to BlackHawk Incentives where support regarding redemption is required.
  • Invoices will be raised monthly. Pay invoice issued by Buckinghamshire Council for the full amount of vouchers ordered online within established invoicing timescales.  Please be aware that vouchers purchased are non-refundable.
  • Support Buckinghamshire Council in communication with parents who have not redeemed their vouchers, to ensure a high level of redemption.

When advice and support is required, the school will:

  • Ordering vouchers through Traded Services Account: contact tradedservices@buckinghamshire.gov.uk or 01296 674412
  • Delivery of voucher codes from Buckinghamshire Council via AnyComms: contact SMST@buckinghamshire.gov.uk
  • Voucher redemption information: contact BlackHawk customer services team through select-your-reward.co.uk/ContactUs this page also includes a telephone number to use if preferred.

Education services – BlackHawk voucher scheme 2020 – 21

Service

Service Description

KPIs

Provision of vouchers

Vouchers to be ordered by schools by Wednesdays at 2pm for delivery from Buckinghamshire Council by 12.00pm on Friday.

Delivery of voucher codes by 12.00pm Friday

 

Voucher redemption by parents/carers

Support Buckinghamshire Council to ensure very high levels of redemption by parents/carers.

Target – 95% redemption by parents and carers

Customer Services

Respond to support queries.

Within 2 working days

Regular customer feedback is sought to ensure that the level of service provided meets with your expectations. This is carried out through online surveys and through Schools Support Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion; contact health and safety directly to facilitate.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, a formal complaint can be raised.

All complaints are taken seriously and in confidence.  The Council will work aim to resolve your complaint to a satisfactory conclusion.

We will always aim to resolve any issues that might arise regarding service delivery.

Option

Contact

 

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal Buckinghamshire Council complaints process)

 

Concerns regarding delivery of voucher codes:

 

SMST@buckinghamshire.gov.uk

 

Or alternatively:

 

For concerns regarding ordering of vouchers through Traded Services account:

tradedservices@buckinghamshire.gov.uk  

 

Please provide details of your concerns and any supporting material.

  

 

The formal Buckinghamshire Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Property Services Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

Buckinghamshire Council reserve the right to amend service offerings as described in the brochure.  These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.

Buckinghamshire Council commits to providing sufficient notice, transition period and an effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Sufficient notice may vary dependent on service offering, please see relevant service descriptors for further information.  Please be aware that products offered as a result of government COVID-19 guidance, such as these FSM vouchers, are subject to change as per changes to government guidance.