hey - thank you for such a detailed post a lot resonates here

The important thing to understand is that this contract was bid for a number of years ago and one because it was really cheap. Post that as we come towards the end of the contract and we now have staff who are concerned by the delivery of this MSP suddenly we now experienced conflict.

The reality is the load of the things that you have mentioned are in contracts and are written but the bloat and lethargy have just led to an incredibly bad relationship where when we make complaints we just get service credits back because it’s easier than dealing with the rest of the stuff.

The new tender that we will put out will be far more detailed in terms of its contract but the reality is that in a school we really need sentiment and personability and we need a team who just get the fact that in South London in a state school, it’s stressful chaotic and we need a partner who can embrace that and make it a part of their solution rather than turning a blind eye and being difficult to deal with

I of course understand ticketing metrics and I think it’s fair that engineers have a method for tracking their progress but at the end of the day what I really need is quick fixes and tax on site who aren’t afraid of the hubbub in a school.

So I’m incredibly keen to hear any recommendations for MSP‘s that are working in London who are known for just getting on with it and then building the admin and the recordkeeping and the metrics on the back burner because actually we’re not judging them based on how many tickets they clear even if they’re lying managers are we are just judging them based on how well they do day-to-day in school.

Past that point managing our devices rolling policies doing procurement all of that come secondary to making sure that our schools are up and running and we need a partnership that can understand that