And I would like to say such a system has worked for us to improve our
service and will continue to hold dialogue with various organisations who
have direct contact with students to make more improvements.

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

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
If you receive this e-mail by mistake, please advise the sender immediately
by using the reply facility in your e-mail software. Also destroy and delete
the message from your computer. Please note that any views or opinions
presented in this email are solely those of the author and do not
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check this email and any attachments for the presence of viruses. Microlink
accepts no liability for any damage caused by any virus transmitted by this
email. Any modification of the contents of this e-mail is strictly
prohibited unless expressly authorised by the sender. 
Microlink House, Brickfield Lane, Chandlers Ford, Southampton  SO53 4DP 
(Company number: 3325643)


-----Original Message-----
From: Discussion list for disabled students and their support staff.
[mailto:[log in to unmask]] On Behalf Of Penny Georgiou
Sent: 24 March 2007 23:01
To: [log in to unmask]
Subject: Re: Computer suppliers

Dear Alex et al,
 
Some qualifying experience of some of these issues directly over some years
(DO/co-ordination of a team of trainers/Assessment, dealing with technical
issues on behalf of students), prompts me to say that there are a variety of
reasons for the dissatisfaction that can take place: sometimes errors,
sometimes contingencies, sometimes unreasonable student expectation,
sometimes someone cutting corners, sometimes a miscommunication...there may
be more...
 
What has worked, and does work is when the various professional roles that
you mention are fundamentally interested in working out the issues, and
co-operate to do so. Most of the time they do work out, with care and
patience and dialogue between professionals about the detail of what has
taken place. Occassionally, very occassionally, there would be the student
who did not want a solution, but this has been rare. However, if there are
gaps in our commitment to a solution, this translates into consequences for
the quality of support that the student receives. 
 
A system could be established where the student reports back to the Access
Centre responsible for their needs assessment when their system is not
sufficient. Since the access centre makes recommendations, and therefore
provides business for the particular supplier (Unless the LEA switches
suppliers) then they are in a position to look into the matter. It will also
mean that they are informed directly about the suppliers whom they
recommend. Auditing is one thing, and it is important, but it is not the
place to resolve day to day issues. Each one is called to take
responsibility for the work that they do in the routine operation of the DSA
process. 
 
In any case, students should be encouraged to tell people and there are
several points that can be addressed: Their LEA/DO/Assessor/Access Centre if
things are not going as they should. They will not do so and we will not
serve them well if we show disdain for anyone who raises questions. 
 
In my own practice, students raising questions, or trainers reporting back
on gaps in the system recommended or installed was an invaluable way to
develop precise and relevant services. 
 
Penny
 
 
 
 

	-----Original Message----- 
	From: Discussion list for disabled students and their support staff.
on behalf of alex larg 
	Sent: Sat 24/03/2007 21:15 
	To: [log in to unmask] 
	Cc: 
	Subject: Re: Computer suppliers
	
	

	So the ear of the trainer on the ground, the ear of an assessor who
helped
	establish the Access Centre in Oxford (against some people's
wishes), and
	the ear of a former disability officer from a new uni college,
Oxbridge Uni
	and assessor (who is currently on paternity leave if that is allowed
within
	the QAG guidelines) all rolled into one with 10 years' of experience
is only
	capable of gathering gossip. Hmmm... that's rather judgmental isn't
it. I
	thought it was QAG's job to judge or at least audit (at very little
cost I
	believe!) 
	
	So every student who feels that they have had a nightmare experience
has
	unreasonable expectations do they? That's convenient. At least for
the
	service providers who are providing a poor service and are still
getting
	away with it, if yours is the line taken by those in - so called -
	authority.
	
	I hope my QAG reps are listening and will raise these issues with
whoever
	they need raising with. If they are deemed worthy and/or reliable,
of
	course. And I hope whoever they is has teeth!
	
	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 23/3/07 09:33, "Bryan Jones" <[log in to unmask]> wrote:
	
	> Why would centres not pass their data onto you? Well Data
Protection Act
	> for one thing and the fact that they answer to QAG.  The only data
you
	> should be getting would amount to little more than gossip. There
will
	> always be gisgruntled customers and those with unreasonable
expectations
	> and yes unfortunate errors do happen at the suppliers end,
inevitably.
	> Proportionatly more so the larger the company.
	> But perhaps the proper way forward would be to raise concerns
through
	> your QAG Reps.
	>
	>
	> 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 alex larg
	> Sent: Friday, March 23, 2007 12:41 AM
	> To: [log in to unmask]
	> Subject: Re: Computer suppliers
	>
	>
	> Hello Bryan,
	>
	> What I am trying to do is illicit the views of students in receipt
of
	> equipment funded through DSA. Over the last 10 years I have been
either
	> a DO, an assessor or a trainer.  I have worked with many students,
	> supplied by a number of different suppliers.
	>
	> The gateway to the students is through DOs at the coal face.
Through
	> this forum as evidenced by the off list replies I am receiving.
Also by
	> my work and experiences in the students' own homes or digs where I
am
	> helping them to use the technology recommended for them in a
strategic
	> and individually tailored way - everyone seems to learn in
different
	> ways and no single strategy will work for everyone. And it is
certainly
	> not just about which button to press. Anyway...
	>
	> Why would centres pass their data on to me? With respect, why
wouldn't
	> they? There should be nothing to hide and as long as it is
confidential
	> information why can't it be published on the QAG website if it
isn't
	> already. Maybe it will be in future. Maybe there could be an open
	> message board and maybe that could capture the "on the ground - in
the
	> home" views that the independent trainer sometimes hears. There
are many
	> happy punters out there too. But I wouldn't be raising this issue
and
	> stimulating debate if I hadn't come across many more unhappy ones
too. I
	> feel it is my duty as a stakeholder to raise this issue and cross
forum
	> wherever possible /
	> appropriate.  
	>
	> Thanks,
	>
	> 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 22/3/07 16:10, "Bryan Jones" <[log in to unmask]> wrote:
	>
	>> Hello Alex
	>>
	>> All QAG listed and NNAC Assessment Centres are expected to obtain
	>> feedback from students. And of course act upon that feedback
where
	>> necessary.  The feedback information /forms must also be
available to
	>> be examined during a QAG Audit.  With all due respect, why would
	>> Centres pass this data on to yourself?
	>>
	>>
	>> 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 Nasser
	>> Sent: Thursday, March 22, 2007 3:22 PM
	>> To: [log in to unmask]
	>> Subject: Re: Computer suppliers
	>>
	>>
	>> I will naturally be happy to send this message to the supplier's
forum
	>
	>> as this affects all of us. I think in gathering such information
it
	>> would be extremely important for you to collate the data from
both
	>> sides of the fence as I am certain every supplier will contest
the
	>> version of the truth told by the students.
	>>
	>> I hope the purpose of this exercise is to improve the quality of
the
	>> service and this can only be achieved by active participation of
	>> suppliers and having the opportunity to reply to any unpleasant
	>> accusations they may be facing from a dissatisfied student
complaining
	>
	>> to their respective assessor/LEA/DO
	>>
	>>
	>> Best wishes
	>> 
	>> Nasser Siabi
	>> Managing Director
	>> Microlink PC (UK) Ltd
	>> Direct: 02380 240 316
	>> Mobile: 07870603128
	>>
	>> This email and any files transmitted with it are confidential and
	>> intended solely for the use of the individual or entity to whom
they
	>> are addressed. If you receive this e-mail by mistake, please
advise
	>> the sender immediately by using the reply facility in your e-mail
	>> software. Also destroy and delete the message from your computer.
	>> Please note that any views or opinions presented in this email
are
	>> solely those of the author and do not necessarily represent those
of
	>> Microlink. Finally, the recipient should check this email and any
	>> attachments for the presence of viruses. Microlink accepts no
	>> liability for any damage caused by any virus transmitted by this
	>> email. Any modification of the contents of this e-mail is
strictly
	>> prohibited unless expressly authorised by the sender. Microlink
House,
	>
	>> Brickfield Lane, Chandlers Ford, Southampton  SO53 4DP (Company
	>> number: 3325643)
	>>
	>>
	>> -----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.
	>
	
	Sent using the Microsoft Entourage 2004 for Mac Test Drive.