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.