Level 1 Support Strategy

Scope

The purpose of this document is to outline the various options available to the First Nations Education Steering Committee (FNESC). It will address the advantages and disadvantages of the options available, and their associated costs. Furthermore will outline some of the roles and responsibilities of the parties involved in operating and accessing helpdesk services. This document covers the next three years of implementation for BCeSIS by FNESC and the First Nations Schools.

Guidelines and Goals

Primary Goal:- To setup and operate an effective support system with a timely response period.

Supporting Goals: - Ensure adequate resources and efficient processes are set in place.

- Minimize the cost to the FNESC.

Outline of Roles and Responsibilities

BCeSIS Project Team:

  • Provide Level 2 helpdesk services through contracted software and service providers for the use of designated FNESC contacts.

FNESC:

  • Provide tools for tracking and reporting issues.
  • Build a knowledge base for Level 1 helpdesk staff for First Nations Schools.
  • Make available to individual schools all training materials and relevant documentation relating to operational use of BCeSIS.
  • Distribute all messages and notices to schools that originate from the Level 2 helpdesk.
  • Coordinate all Level 1 helpdesk support services.
  • Develop a formal service level agreement between schools and FNESC.
  • Manage district level configuration settings.
  • User account and security management for all schools and reviews of security.
  • Act as a liaison between the Level 2 helpdesk and individual school.

Individual First Nations Schools:

  • Provide technical support for all school infrastructure.
  • Contact helpdesk personnel through the web-based issue tracking software.
  • Access support services through designated processes and methods
  • Responsible for all connection issues (i.e. internet access)
  • Responsible for configurations and changes to their proxy servers and/or firewalls.
  • Responsible for all operating system problems.
  • Responsible for all browser problems.
  • Responsible for using the available online resources before contacting FNESC helpdesk services.
  • Quick Reference guides.
  • Website FAQ
  • User Forum
  • Helpdesk knowledge base
  • Responsible for ensuring that all data access and transfer meets privacy guidelines outlined in British Columbia legislation (PIPA)
  • Purchase all future computer hardware and software in accordance with the requirements of BCeSIS.

Level 1 Support Options

Option #1: FNESC provides helpdesk services.

In this option FNESC will be responsible for seeking out and hiring an individual to provide helpdesk support for First Nations Schools. FNESC will also need to provide this person adequate training for this position.

Advantages of option #1:

  1. FNESC will able to better prioritize the issues helpdesk is currently addressing.
  2. Greater flexibility to change the services that helpdesk provides as new demands are made from schools.

Disadvantages of option #1:

  1. FNESC is required to manage this person and his/her services.
  2. FNESC will need to invest time to seek out personal and provide the appropriate training to this person.
  3. FNESC will need to develop the proper infrastructure, policies and procedures for helpdesk services.
  4. A procedure on how to handle staff turnover and re-training will need to be developed.

Costs of option #1:

Helpdesk personal acquired at rate of $30/hour

  • 1st year of implementation requires one person at ¼ time (500 hours)
  • 2nd year of implementation requires one person at ¾ time (1500 hours)
  • 3rd year requires one person at full time (2000 hours)
  • Subsequent years require one person at ½+ time (1200 hours)

Option #2: iGroup provides helpdesk services.

In this option FNESC will use the iGroup’s pre-existing helpdesk services on a subscription basis. The iGroup currently provides BCeSIS helpdesk services to all independent schools using BCeSIS.

Advantages of option #2:

  1. There is no start up costs for FNESC and services will be available to schools without delay.
  2. Knowledge gained from independent schools can be used to help First Nations Schools adapt to new system.
  3. Ability to increase amount of service provided in the case of more schools wishing to join BCeSIS without FNESC having to hire additional personal for helpdesk.
  4. Multiple helpdesk personal are able to provide service when problems arise.
  5. Hours of services are potentially increased with more staff members available.
  6. Expenses of helpdesk are predictable and more easily manageable.

Disadvantages to option #2:

  1. IGroup helpdesks may not be able to provide all services required by First Nations Schools as ability to ravel to individual school cannot be guaranteed.
  2. Outsourcing agreement must be managed effectively by knowledgeable staff to ensure vendor’s ability to deliver services and products.

Costs of option #2:

$1000/school for the first year of support to each school.

$500/school for second year of support to each school.

$350/school for each subsequent year of support to each school

Comparison of Costs

Year #1 / Year #2 / Year #3 / Ongoing
Option #1 / $15,000 / $45,000 / $60,000 / $36,000
Option #1 / $5,000 / $52,500 / $76,750 / $36,750

Recommendation.

It is recommended that FNESC should pursue option 2; allowing the iGroup to provide Level 1 helpdesk services. The benefit of having immediate services available, of the possibility to expand without hindrance, and of having an increase knowledge basis, outweighs the costs of contract management and inability to provide wide range of services. Both options have equivalent costs.

Risk Management.

Risk / Scope of Impact / Risk Management / Probability
iGroup not willing to supply support services. / All schools in FNESC / Sign a long-term contract before pilot schools start implementation. If rejected then start process of hiring and training helpdesk. / Low
First Nations schools require addition helpdesk services beyond what iGroup can provide. / Schools that require additional services. / Clearly outline schools roles and responsibilities and scope of helpdesk services provided. / Medium
Funding for ongoing helpdesk services is cut/reduced. / All schools in FNESC / Scale back implementation, or reduce services. / Medium

Next Steps

  1. Get approval from iGroup to precede with agreements.
  2. Draw up a Service Level Agreement.
  3. Get approval from FNESC to sign agreements.

11/29/2018Produced for FNESC by Vancouver Computer Consulting Inc.Page 1 of 5