Dear Margaret

I fully endorse your approach and welcome the suggestion you are making
which is to interact with your preferred supplier to provide a good service
to the students. This is also what I believe Alex is trying to achieve and I
have no doubt he will be supported by all suppliers.

I would like to emphasis my earlier point that I made to Alex's original
comments on information gathering, which is, the I firmly believe all
suppliers take their responsibility seriously and will always try to provide
a good service and they would welcome the opportunity to be able to put
mistakes right. This can be achieved only by active participation and feed
back from Dos and Trainers who meet students face to face on a daily basis.

I am confident sure you would agree with our philosophy that the good
service can only come about with team effort and the
suppliers/Dos/assessors/Trainers are equal partners in that team.


Best wishes
 
Nasser Siabi
Managing Director
Microlink PC (UK) Ltd
Direct: 02380 240 316
Mobile: 07870603128

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-----Original Message-----
From: Discussion list for disabled students and their support staff.
[mailto:[log in to unmask]] On Behalf Of Herrington Margaret
Sent: 26 March 2007 12:01
To: [log in to unmask]
Subject: Re: Computer suppliers

It is hardly fair and definitely not that funny to describe Alex's perfectly
reasonable attempt to raise questions about a system, in which so many
invest so much time and effort, as an example of missionary zeal! ( Always
something of a put down)  His thoughtful questions are those of a serious
professional...and the discussion he has provoked has been very informative.
 
Having had experience of a number of universities, I have found that quite
different systems operate with differential impacts on the quality of
monitoring and the burden on the students.It is important to try and gather
information about these differences.
 
Though I left direct support regarding DSA in 2002, even then we had to deal
with many of the questions Alex raised.  On the issue of suppliers  we
defined what we wanted from this role ( based on prior student feedback) and
put it out to tender . The winner in this was then put through the
university's general approved supplier system. Regular meetings between
Support centre staff and the supplier were part of this...both for feedback
and for technological updating on new software and equipment.Training was
part of the deal and this too was reviewed regularly in the light of student
feedback...and trainers changed if necessary.
 
This system offered a decent,locally monitored, quality of supply but we
recognised that some students wanted to use their own supplier. If they did
this ( and every year a few did) we simply advised them on what to look out
for in terms of specification, training and follow up service but made clear
that we could not recommend alternative suppliers because we were not well
enough resourced to keep a regular eye on all suppliers, nor assess the
quality of a wide range of trainers. 
 
We also informed the local access centres of our arrangement but when
students came with reports from access centres further afield and
recommended suppliers, we discussed the issue of supplier with
them...sometimes sticking with the recommended supplier and sometimes moving
to our local supplier,depending on the student's wishes.The system was not
perfect but it proved workable and was regularly amended in the light of
feedback.The key factors seemed to be that : the university had its own
access centre; it took a professional responsibility for  the creation and
review of its system and that some responsibility for informal monitoring
was built into the role of the study support staff.
 
This will not be music to the ears of all but it was a workable model and if
a range of workable models emerge from Alex's fact finding, both students
and staff will benefit.
Margaret

________________________________

From: Discussion list for disabled students and their support staff. on
behalf of Bryan Jones
Sent: Mon 26/03/2007 09:47
To: [log in to unmask]
Subject: Re: Computer suppliers



While Alex's missionary zeal is laudable, but if it is felt that the
voices of students are not being heard / represented in the scrutinising
of quality standards in the DSA service sector, perhaps representations
should be made to the NUS QAG rep, or QAG Chair, if it is felt that the
NUS are not taking the matter sufficiently seriously.  The issue could
then be discussed next time QAG meet at their meetings that take place
at NUS HQ. 

Bryan Jones,
Manager, Disability Support Services
& North London Regional Access Centre,
Middlesex University
Tel: 020 8411 5366


-----Original Message-----
From: Discussion list for disabled students and their support staff.
[mailto:[log in to unmask]] On Behalf Of Karen Beauchamp-Pryor
Sent: Sunday, March 25, 2007 2:05 PM
To: [log in to unmask]
Subject: Re: Computer suppliers


As a student, I would like to thank Alex for the courage in opening up
this debate.  I am currently in the final stages of a PhD which supports
the argument for greater consultation and participation of disabled
students in
the development of higher education policy and provision.
Historically,
disabled students have lacked a voice, their views have remained unheard
and there has been a reliance on non-disabled people to represent their
'needs'. Providing an opportunity for increased feedback and
consultation can only benefit the level of quality and service offered.

Karen Beauchamp-Pryor
University of Wales Swansea


----- Original Message -----
From: "alex larg" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Sunday, March 25, 2007 12:12 AM
Subject: Re: Computer suppliers


> Nasser,
>
>
> As an independent freelance professional I have a  policy of trying to

> be completely open and above board about my Business. I intend to, and

> try very hard to, maintain my integrity so that when I work with
> (student or other) clients, AT suppliers, LEAs, Assessment Centres and

> Universities, they know
> that they can trust my professional, independent  and uninfluenced
> opinion.
> I buy my own equipment with nothing supplied by companies which may
make
> me
> feel obliged to use them as a supplier. I have my own professional
> insurance
> and I want to maintain my freelance status with the Inland Revenue.
>
> "...Much sooner than this..." I have only been an independent
> stakeholder for about two and a half years and now I am in a much
> stronger position to campaign for students' rights since I don't have
> ties or line management. I answer to myself and my clients. (and if I
> didn't like their feedback I could put it in the bin I guess - but I
> don't - I listen and try and
> improve.)
>
> I have worked with and advised a number of suppliers over the 10 years
> that
> I have been in the business of advocating the rights of disabled
students.
> I
> have worked with Tony Lees at Avantek and helped his company develop
> feedback forms, helped him to train professional trainers and also
> provided
> disability awareness training for him and his company employees.
>
> I personally feel that Avantek are an excellent supplier, who answer
> the phone when you ring, who provide goods within a  reasonable
> timescale and who provide excellent follow up support if something
> goes wrong with a machine supplied by them. I have seen from
> experience that their support is prompt, sympathetic but not
> patronizing, fast, and on-site, which for a disabled student is
> essential in my opinion.  I am not saying Avantek is perfect and we
> all have room for improvement, but I have provided a lot of training
> for students who have been supplied with Avantek computers and this
> is how I have this knowledge of Avantek's service provision. I am also

> sure
> that some other companies out there do the same good work, again from
> experience and client feedback.
>
> However it is not my view but the students' views here that count
> surely.
> I
> don't want to make assumptions and that is why I am seeking to gather
> evidence which is relevant to disabled students' experiences in HE of
DSA
> and specifically in this case computer equipment supplied to them. Of
> course
> this does and should extend to training.  But as an independent
trainer
> working across the board with different suppliers machines, I feel
well
> placed to gather this evidence. People are writing to me off list, I
have
> my
> own personal experiences with numerous students over the years and I
have
> numerous friends and colleagues out there who are  disability officers
> (overworked and under-resourced) who often have to help pick up the
pieces
> with D/disabled students.  (Again dis-forum members and associates
please
> let me know of your experiences and your students' experiences and
support
> me if you feel it is appropriate off or preferably on list.  A - me
too -
> will do.)
>
> I may be reinventing the wheel (my version is round by the way) but I
> am doing this free of  charge. I am trying to be open and above board
> and I am willing to listen to what is said and to keep an open mind.
>
> The Walt Disney philosophy is that:-
>
> Rule 1 - the customer is always right.
> Rule 2 - if the customer is wrong then see Rule 1.
>
> That doesn't seem like a Mickey Mouse idea to me - it seems like
> forward thinking and the best possible approach, especially when
> (disabled - social
> model) customers are virtually forced to use this premium service in a

> "cartel" type set up.
>
> Yours sincerely,
>
> Alex
>
> Alex Larg
>
> [log in to unmask]
> 07931 561 877 or 07916 175 077
> Freelance Assistive Technology Trainer
> Freelance study needs assessor
> Former Disability Officer
>
>
> On 24/3/07 11:42, "Nasser Siabi" <[log in to unmask]> wrote:
>
>> Tony
>>
>> Don't panic mate, he is saying you are one of the good guys, I say
>> this because I know Alex is one old timers of this industry and he
>> knows all the play makers and if he had any issues with your company
>> or mine or Ian's he would have proactively contacted us to inform and

>> resolve the problems much sooner than this. He does not strike me as
>> being a type of person to want to wait for things to sort themselves
>> out and he would rather make sure the student welfare came first and
>> naturally he would kick some rear ends to make sure this happens
>> immediately.
>>
>> So, I think if you have not heard or spoken to Alex before on major
>> issues then you are not the type of supplier he is talking about.
>> Would that be a good assumption Alex?
>>
>> best wishes
>>
>> Nasser
>>
>> Tony Lees wrote:
>>
>>> Whilst I am grateful to Alex for mentioning Avantek alongside such
>>> illustrious company I am sure he did not mean to suggest that
>>> Avantek are the sort of supplier that would provide our student
>>> clients with less than adequate machines, support, training or
>>> service. We are justifiably proud of
>>> and continually strive to maintain our consistent record of
excellent
>>> service
>>> - see www.avantek.co.uk/dsa.
>>> (rant over).
>>>
>>> Regards, Tony
>>>
>>> Avantek are the First DSA-QAG Quality Assured, Accredited Supplier.
>>>
>>> Tony Lees
>>> Avantek Computer Limited
>>> Computer Systems and Solutions; hand crafted by artisans for the
>>> discerning
>>> client.
>>> St Peter's Road
>>> Arnesby, Leics, LE8 5WJ
>>> tel: 0116 247 8515
>>> fax: 0116 247 8843
>>>
>>> http://www.avantek.co.uk
>>>
>>> e-mail disclaimer: http://www.avantek.co.uk/e_disc.htm
>>>
>>>
>>>
>>>> -----Original Message-----
>>>> From: Discussion list for disabled students and their support
>>>> staff. [mailto:[log in to unmask]] On Behalf Of alex larg
>>>> Sent: 22 March 2007 14:12
>>>> To: [log in to unmask]
>>>> Subject: Computer suppliers
>>>>
>>>> Dear Colleagues
>>>>
>>>> I have worked as an AT Trainer, assessor and Disability Officer for

>>>> around 10 years now. Over that time I have worked with hundreds of
>>>> students and some of them seem to have been supplied with
>>>> unsuitable computer hardware. This may be due to assessors not
>>>> recommending appropriate
>>>> kit: we all make mistakes - I have made and learnt from many
>>>> myself, but this is not my concern here.
>>>>
>>>> It may, however, be due to the suppliers not providing adequate
>>>> machines and/or not providing good and accessible follow up support

>>>> to their clients.
>>>>
>>>> DSA-QAG has been set up, at virtually no cost I believe, to... Well

>>>> I'm not sure what for, but the point is they have introduced a
>>>> service level agreement (SLA) for suppliers who also have to pay
>>>> for the privilege of supplying equipment as a percentage of their
>>>> turnover. (I'm sure I will be kindly corrected for my incorrect
>>>> facts within this paragraph by
>>>> colleagues.)
>>>>
>>>> My point, when I eventually get there, is that DSA-QAG SLA, is
>>>> dentally challenged, i.e. there is/are no teeth, or at least none
>>>> that I am able to find. (see above.)
>>>>
>>>> What I would ask of you is to ask your colleagues and students for
>>>> their feedback of experiences with suppliers such as Microlink,
>>>> Iansyst, Avantek and other DSA suppliers as I wish to collate some
>>>> information for evidence to take to
>>>> DSA- QAG / DfES, as I fear from my experience some students may be
>>>> receiving a less that satisfactory service.
>>>>
>>>> Of course positive feedback is welcome, but I have to be more
>>>> concerned with the less satisfactory side of the service too.
>>>>
>>>> I am sending this message cross-forum, and so apologies for those
>>>> receiving this a number of times.
>>>>
>>>> I also ask Nasser at Microlink, in his position as representative
>>>> for suppliers and tier discussion group, to circulate this message
>>>> on their list.
>>>>
>>>> Please pass this onto any other appropriate lists so we can obtain
>>>> as wide feedback as possible. I am in the process of rejoining NADP

>>>> (if they will have me) and so this has not gone to that list. Maybe

>>>> someone at NADP could pass it on if that is deemed appropriate.
>>>>
>>>> I know that suppliers generally ask clients for feedback, but I
>>>> feel that system may be slightly compromised and I don't know
>>>> whether that information is published anywhere.
>>>>
>>>>
>>>> Please contact me off-list with your replies.
>>>>
>>>> Thanks for you time.
>>>> Best wishes,
>>>>
>>>> Alex
>>>>
>>>> Alex Larg
>>>> Freelance Assistive Technology Trainer
>>>> Freelance study needs assessor
>>>> Former Disability Officer
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Sent using the Microsoft Entourage 2004 for Mac Test Drive.
>>>>
>>>>
>>>>
>>
>
> Sent using the Microsoft Entourage 2004 for Mac Test Drive.



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