Common questions
As this is such a unique and ambitious project - to digitally join the 800,000 educators and pupils in Scotland - everyone involved will have questions. Here are the answers to the common questions we have been asked so far. We have broken the questions down into the following headings:
- Planning
- Consultation
- Implementation
- End users
- Training
- Technical
- Payment and performance
- Content
- Commercial
- Additional services
- Security
- Termination
- CDI
- Funding
Planning
Q Should we review the Customer Agreement with our legal department?
A Yes. We have released the Customer Agreement now so that you have time to understand it in the context of the full consultation process of your implementation plan.Q Will there be an external assessment of a user’s implementation plan?
A No. Your Glow Educationalist will give you the support you need to ensure all parties to the Customer Agreement are comfortable with the agreed plan. This includes help to bring in external planning support.Q What are the timescales for the implementation and approval of the Customer Agreement?
A Implementation planning was completed in May 2006. This allows you time to consider the implications of this plan for the Customer Agreement, which is set for approval in late July.
Consultation
Q What is LTS's role?
A LTS is the managing agent appointed by SEED. LTS will also be a principal provider of education content via its Online Service and by bringing in content from trusted third parties.Q Who are RM?
A The RM Group is a leading provider of educational products and services to schools, colleges and universities, local government, central government educational departments and agencies.Q Will the Customer Agreement be progressed through the Glow Educationalist contacts? Who will be the main contact for the Customer Agreement?
A Yes. Your Glow Educationalist contact will support you through the consultation process. If you have any issues regarding the form of Customer Agreement, contact the New Educational Developments Division of the Scottish Executive Education Department at the following email address: new.educational.developments@scotland.gsi.gov.ukQ Our local authority has no central content guidelines; or coverage places limits on publishing of content.
A As there is flexibility to publish content at different levels, there is no need for central control.
Implementation
Q Is use by parents as end users of the services the responsibility of the User organisation?
A Yes. Once the facility for parental access becomes available, each User can decide whether to allow this access. If they do so, then they will be responsible for the actions of these end users. It is not expected that parental end users will have full access to all Glow intranet services.Q Is a User responsible for the safety of content delivered through Glow to and from its end users?
A Yes. However, where content is uploaded to the Glow environment, it will be scanned for viruses. Some other 'uploads' will also be scanned for content - these include emails, discussion forums and moderated chat sessions. However, it is still up to you and the end user to make sure your own firewalls and virus checkers are up to the task.Q Is signing the Customer Agreement dependent upon the appropriateness or quality of the implementation plan?
A No. Need to define process, but no definite or prescriptive version of the implementation plan is being proposed.Q Will we need to provide local administration support?
A Yes - this is an important part of implementation planning.
End Users
Q Is there a national Acceptable Use Policy (AUP)? Or should we write our own?
A The Scottish Executive Education Department is drafting a national policy, which will be similar to the JANET AUP. You may need to change your local AUP to meet this national standard - if not, end users may receive a reduced service.Q How can a User be responsible for data held outside User facilities, specifically at the Glow datacentre?
A The data is controlled by the User and processed by RM. RM takes responsibility for processing and holding the data securely once it is included in the glow system. The User is responsible for controlling the use of the data, wherever it is held.Q Are you taking into account people who will access Glow intranet services from home?
A Yes. As long as their User organisation allows it, they will be able to access all Glow services.Q There are user obligations within the Customer Agreement. Who are they designed to protect?
A These user obligations protect all parties to the Customer Agreement: the User, SEED and RM. The aim is simply to clarify who is responsible for each activity, ensuring risk is being managed by the appropriate party.
Training
Q Will there be e-learning for Users' helpdesk staff?
A No. Training for Users' helpdesk staff will be face to face and supported by reference materials.Q What is 'centralised training'?
A Glow Mentors (nominated by users) will be invited to attend Glow training events. These Glow Mentors will play a key role in delivering each User's training plan.Q Is there any flexibility in the location for the centralised phase of training?
A No. However, Glow Mentors will benefit from access to peers from other User organisations across Scotland. Your Educationalist can discuss any alternative requirements.
Technical
Q Will limits on capacity and infrastructure at rollout affect the rate of uptake of Glow services?
A All the Glow services have different bandwidth requirements - you will need to consider these as part of your implementation plan. We have produced a number of technical documents to support you in this.Q How will simultaneous, multi-user downloads be managed locally? What issues will this raise for loading on the local network?
A This is for you to decide. CDI can dynamically cache content at the school level, so the first request for content will result in the content being placed in the Content Engine's cache space. This allows the content to be delivered across the LAN to other users.Q Will there be technical discussions between a User and RM to discuss operational obligations laid out in section 6.1 of Annex 2, User Obligations?
A Yes. This will be addressed by the consultation process as part of implementation planning.Q How will the system manage bandwidth usage for uploading content?
A Users need to manage network set-up and usage. Content management using CDI or similar systems can improve the efficiency of bandwidth usage.Q Are tools available to trace use and misuse?
A Yes. We will co-operate with local authorities, the police and other lawfully authorised officials in investigating any incident.Q What is happening with CDI, especially in relation to pre-positioning of content?
A Technical staff from LTS and RM are exploring how CDI pre-position facilities can be built into the Glow intranet solution.Q Will Glow allow peer-to-peer content distribution?
A No.
Payment and performance
Q How does SEED pay the Contractor, RM?
A Initial payments are released when RM achieves its key milestones. The future payments are based around service charges which include uptake, usage and impact targets.Q Is there a Helpdesk service level agreement?
A Yes - in Annex 1 of the Customer Agreement.Q Are the additional services covered by the same arrangements as core services for management of performance?
A Yes.
Content
Q Will the system provide material which is free from copyright?
A Yes. LTS is developing a focus on online activities and freely available content provision to end users through Glow.Q Will Glow services comply with the Data Protection Act?
A Yes.Q Users have been building their own content. Will Glow replace this?
A No, Glow will provide a national approach to sharing and provisioning content, including existing content held by local authorities.
Commercial
Q How long is main contract for Glow intranet services?
A The contract will last for five years, with two optional one-year extensions. The start date was 15 September 2005.Q Does the Customer Agreement need to be signed before services can be used?
A Yes.Q Are we responsible for end users who access Glow services from outside our premises – perhaps at home or in public places?
A Yes. Remember that the facility for remote access is not enabled by default and is under your control. You will also need to consider your position on remote access, which can be enabled for individuals or groups of end users. The User's acceptable use policy should define responses to misuse of the services.Q Can users negotiate the content of the Customer Agreement?
A No. The Customer Agreement is largely fixed, except for parts designed to reflect local plans.
Additional services
Q Can extra services be added after the Customer Agreement is signed?
A Yes, but this means the Customer Agreement contract will change.
Q Will the contract for additional services be between a User and RM?
A No. Additional services form part of the Customer Agreement - which is between SEED, RM and the User.
Q Are there interim agreements to the Customer Agreement, for example for data exchange?
A Yes. Interim agreements only relate to piloting activities that have to be completed prior to signing up to the Customer Agreement and have a finite life. The Customer Agreement is designed to cover all Glow services.Q What about Interconnect, CDI and their relationship to Glow?
A This agreement pertains to the Glow intranet facility not the Interconnect or CDI.
Security
Q Is there a need for SCRO or disclosure checks?
A The core engagement team for Glow intranet services is being checked by Disclosure Scotland.Q Who takes responsibility for the administration of Glow chat rooms?
A The User organisation is responsible for the decision to enable chat and, if it’s enabled, moderation. The permission to enable chat can be devolved to every end user.
Termination
Q In the event of termination by the User (clause 20 of the Customer Agreement), the Contractor is entitled to receive from the User all 'reasonable unrecoverable costs'. What is meant by 'reasonable unrecoverable costs'?
A This is common in contracts for services. These are costs directly attributed to providing services to that particular User - costs which the Contractor hasn’t been able to avoid or recoup on cancellation of the services by the User. Before any charge falls to the User, the Contractor must use all reasonable efforts to avoid or recoup these committed costs.
Q What happens to the User if SEED terminates the main contract?
A If the User wants to receive similar services, then they will have to make their own arrangements.
CDI
Q Does the Customer Agreement only cover the Glow intranet?
A Yes. The Interconnect and the CDI are covered by separate agreements. The agreements won’t be merged.Q Is there a commitment to updating the CDI technology?
A No, but we have changed the emphasis on ICT funding under the National Priorities Action Fund to address Glow issues, including CDI.
Funding
Q What are the plans for these services beyond the maximum seven-year life of the current contract?
A At this stage there can be no formal commitment beyond the life of the current contract and into future Spending Review periods.Q Will there be extra resources for funding and savings?
A No, though we are changing the emphasis for ICT funding for the National Priorities Action Fund to address Glow issues, which will include CDI.