How effective is the use of ICT in your school? How do you know?

Here are some suggestions for areas that you might want to benchmark your school’s IT service against…

1. Vision and planning

Imagine all your goals for ICT realised: teachers are confident and motivated to use ICT, and students are empowered and excited about learning. Technology is improving learning, with ICT embedded across your curriculum. The right ICT tools support the pedagogy of your teachers. Data is used effectively to plan and run the school whilst new technology is systematically assessed for effectiveness in the classroom.

To achieve this you need to develop a forward-looking approach to the management, development and integration of ICT in your school, however this can be challenging if your ICT support team don’t have the breadth of knowledge or experience to suggest and support the right solutions, offer the best educational support or provide the right advice to suit your school style.

Who helps you build a vision specific to your unique needs, with awareness of the wider issues in both IT and education?
How well can your ICT team translate your school vision into an innovative ICT strategy and deliver it?

2. Efficient call logging and management

How do you log a request for ICT support? If you’ve got an online system that allows you to raise, track and close requests for help and you use this 100% of the time because it works well, then great – you can tick this one off.

If however your call logging system involves stepping out of a lesson to grab the technician in the corridor, or scribbling a note on a scrap of paper and asking one of your year 7 students to ‘run to the network manager’s room’, then you should probably think again.

How do you flag up a priority issue that is eating into precious teaching or learning time?
How do you provide additional information, or update the call?

And most importantly…

How does your year 7 student get that lost learning time back?

3. Defined processes for fault escalation

So you’ve logged a call (one way or another) and it’s not been resolved yet. You check with the support team and they say they’re ‘investigating’, but it’s been a month now and your software/laptop/register/printer still isn’t working. It’s frustrating for you and probably for your support team, and it might well be impacting the quality of your teaching.

One of the reasons that you might not have an answer yet may be down to escalations. Who do your techies turn to when they get stuck? Do they have a support team behind them that works to the same service levels that they offer you? There may be no-one they can turn to for advice on how this issue can be resolved in an educational environment.

Who provides technical support to your ICT support team?

4. Removing single points of failure

How many people really know how your ICT system works in detail? Hopefully the network manager, but who else?

A few people might have an idea about bits of it, but leaving one of the most impactful strategic areas of the school in the hands of one or two people is a massive risk. What happens if that key person goes on long term sick and then your network develops a major fault? Who would fix it, and how would the school cope without any ICT? Who would carry out the really important daily tasks?

What have you done to mitigate these risks?
How well documented is your network?

5. Access to wider skillsets

Which of these platforms do you use in school: Windows, iOS, Google Chrome, Android?
Which would you like to use? Why? What’s holding you back?

If your pedagogy demands something new but your support team say ‘it’s not appropriate’ or ‘it’s not secure’, then that may be really frustrating if you want to introduce a major new initiative. It could just be down to a lack of technical expertise or educational understanding by the support team – they may not know enough about the technology to be able to say why you should (or shouldn’t’) use it in school, and may be unable to support it technically.

Your students should be equipped with an understanding of every type of technology if you are going to prepare them fully for careers that haven’t even been dreamt of yet, and this shouldn’t be limited by the technical expertise of a small support team.

What technology would you like to use, but others say you can’t?
Which solutions should you explore further for their educational credibility and benefits?

6. Out of hours support

What time do your support team clock off? Probably not long after the pupils go home. And what time do your senior leadership team leave? There are often a couple of hours between these two times. So what do you do if your laptop stops working after school and the ICT support team have gone home, but you have got to finish that report tonight?

This is where an extended team comes into its own again – not only in the breadth of skills, but also in availability. If you had an army of people watching over your network during the day, night or in the school holidays, looking for (and probably) resolving issues even before you notice them, or available until 6pm so that you can get that report finished, you’d be able to spend more time teaching and less time waiting for help.

Who can you turn to for technical support after the school day ends?

7. Staff helpline

If budget is at the forefront of your mind, then additional staff costs to allow every member of staff direct access to an ICT support team member would be unreasonable. If technology is a tool that is fully embedded in the pedagogy across your school then that’s exactly what you need.

With a small team of technicians, you’ll get support for the most pressing of issues as they occur but it can take time to find the technician, and longer to get the issue resolved. But with a large site, a big teaching team and a small team of technicians, your ICT support could be spread a little too thin, and lessons might suffer as a result. Consider an alternative where every member of the school has access to a large team of technicians available on the phone or online who can resolve the majority of issues, leaving the on-site team to fix the problems that need physically attending to on site.

What impact would this kind of support provide to your teaching and admin staff?
How much more teaching time might it enable?

8. Effective teacher training

Every school has a mix of tech-heads and technophobes in its teaching staff; there will be those who take to it like a duck to water and those who need a little more coaching to see how ICT can support exciting pedagogy. Sometimes all you need to try something new is a nudge in the right direction, but if your confidence is low then exploring new technologies can be a daunting prospect.

When it comes to using ICT to best effect in the classroom and beyond, you’re going to need to be fully up to speed with what the technology can offer and how best to use it – and if you don’t know, the students probably will!

Can your ICT support team make good recommendations about which solutions are right for your school; explain why you would want to use it and how you can get the best out of it? If they are lacking the breadth of experience and skills to support the technology, then it’s unlikely that they’ll be able to pass on the educational benefits and inspire confidence in your teachers and learners.

How effective is your use of ICT in the classroom?

So how many of the above are in place in your school?

If they are, how confident are you that they fully meet standards for best practice ICT support? Each of these areas has the potential to add massive value or seriously hinder the effectiveness of teaching and learning in your school.

If you’ve got a few ‘blind spots’ then regardless of whether your ICT support is delivered in-house or by a third party, there are often small changes you can make to improve your ICT support service overall. If you’re not sure where to start, RM Education has 40 years of experience in delivering all these areas to a high standard. We are trusted to deliver complete ICT support for over 700 schools and are part of the ICT support picture for thousands more.

Darlington College needed a high quality ICT service,
but isn’t large enough to support a high calibre
network team with all of the expertise needed.
8steps_thumbnail Read their story

Visit to:
  • download your free copy of this blog as a PDF, and
  • book your free, no obligation ICT Support Consultancy to help you understand your ‘blind spots’ in more detail.
Talk to us about how your ICT support can be really successful too.

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