Management Information Sheet
Broadband Service for Schools - Norfolk Education Network
During the autumn term a number of schools experienced some serious interruptions to their broadband services.
A Major Incident team was established which worked with BT to investigate, identify and fix the underlying fault in the infrastructure which was causing these issues. All repair works have been completed and the service is being closely monitored.
If you believe that you are still having problems then please contact the Service Desk with details - email ict@norfolk.gov.uk Tel 0845 303 3003
We are working with BT to ensure all schools are achieving maximum benefit from the broadband service and will update you on progress later this month.
In addition we are looking at the schools broadband service offering with BT to reflect your needs and changing broadband requirements.
Customer Service
In response to the feedback we have received we have reviewed the way that incident reports and service requests are handled and are introducing the following changes:
Prioritisation of calls to ensure that any service impacting incidents are dealt with immediately.
We will call you back to update on progress and advise you when your incident has been resolved.
Revised our incident management processes with BT so that all schools broadband service issues are logged, investigated and resolved more quickly
Schools e-bulletin has been revamped and will be published on a fortnightly basis (next issue 19th January)
During a major incident the bulletin board on our web site will be regularly updated with all relevant information to assist and inform users (minimum hourly).
Reviewed all outstanding calls and aim to resolve by the end of January.
As part of the BT service review we have identified some specific schools sites where a more in-depth investigation is required to ensure broadband service delivery continuously meets the required performance and availability standards
A Major Incident team was established which worked with BT to investigate, identify and fix the underlying fault in the infrastructure which was causing these issues. All repair works have been completed and the service is being closely monitored.
If you believe that you are still having problems then please contact the Service Desk with details - email ict@norfolk.gov.uk Tel 0845 303 3003
We are working with BT to ensure all schools are achieving maximum benefit from the broadband service and will update you on progress later this month.
In addition we are looking at the schools broadband service offering with BT to reflect your needs and changing broadband requirements.
Customer Service
In response to the feedback we have received we have reviewed the way that incident reports and service requests are handled and are introducing the following changes: