Service Management intent for College
Learn
Digital, Data and Technology
Version number 4 May 2023
Customer Service Management – College Learn college.police.uk
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Service Management – College Learn
The Customer Service Management document for College Learn replaces the
previous Customer Charter for NCALT and MLE. The Customer is the Licensee.
Purpose of the Service Management document
The College endeavours to provide first class customer service. The purpose of this
Service Management document is to set out the intended practice and management
of the College of Policing in respect to College Learn.
Service Description
College Learn is a Learning Management System (LMS) developed, hosted and
owned internally by the College of Policing Digital, Data and Technology team
(DDaT).
Key Personnel
The following roles are considered to be key in relation to the College Learn system.
• The Supplier - College of Policing
o The Senior Responsible Officer within DDaT is the Head of
Digital, Data and Technology
o The Senior point of contact is the Service Delivery and
Operations Lead.
o The prime point of contact is the Senior IT Service Manager
o The technical operational point of contact is the Lead Application
Operations Engineer – existing maintenance of the system
o The application development point of contact is the Senior
Product Manager
o All of the above key roles are in communication with
Developers, Information security, Infrastructure Engineers and
Data Managers.
• The Licensee – Home Office Police Forces and wider law enforcement
and public sector organisations who hold a PL-P-101 Digital Services
Licence or licensee’s who hold a PL-P-200 Digital Content Access
Licence.
The following link provides an area to check if there is a licence in place and how to
apply for a licence.
Licensed products | College of Policing
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Roles and responsibilities
The College DDaT team are responsible for hosting, maintaining and service
managing College Learn. This section provides further information on roles and
responsibilities essential to operating and managing the ongoing system.
Licensee’s responsibilities for using the system are stipulated in the relevant licence
schedules and can be accessed using this link
Licensed products | College of Policing
College Customer Contact Centre
Principal duty: First point of contact for all enquiries. Support to police forces,
general public and internal College staff for College Learn. This may be incidents,
problems, general enquires and requests. The Contact Centre will answer, triage or
escalate as appropriate.
Covered support hours: 8am to 5pm, Monday to Friday, excluding weekends and
public holidays.
Contact Details:
Phone: 0800 692 1122
Email: [email protected]
There are College Learn FAQs on the site.
If Contact Centre are unable to resolve your request, they will escalate to the
Application Operations Engineer for College Learn:
DDaT – Application Operations Engineer
Principal duty: Provide 2nd line support. They will investigate, diagnose and resolve
incidents, problems and service requests.
Covered support hours: Monday to Friday, excluding weekends and public
holidays.
If the Application Operations Engineer is unable to resolve your query, they will
escalate to the Senior Application Operations Engineer for College Learn.
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DDaT – Senior Application Operations Engineer
Principal duty: Provide subject matter expertise, technical analysis and specialist
customer support for College Learn. Working alongside:
▪ Product Managers
▪ College IS Security Unit
▪ College Legal Services
▪ College Data Protection Team
▪ Software Development Team
▪ Production Team
▪ Database Team
▪ Infrastructure Manager
▪ Business Administration Team
▪ National Policing Curriculum Team
▪ Covered support hours: Monday to Friday, excluding weekends and public
holidays.
The Senior Application Operations Engineer works alongside the Product Manager.
Any major incidents, events, problems or incidents are escalated to the Lead
Application Operations Engineer and then the Senior IT Service Manager who, if
necessary, escalates to Senior Leadership Team and any ‘gold’ incident group if
required.
DDaT Product Manager
Principal duty: Lead the continuous improvement of College Learn, including
gathering and prioritising system and customer requirements. They define the
product vision, and work with the development and design team to deliver this.
Covered support hours: Monday to Friday, excluding weekends and public
holidays.
Incident Management
An incident is defined as ‘any event which is not part of the standard operation of a
service, and which causes, or may cause, an interruption to, or a reduction in, the
quality of that service’.
The incident management process aims to restore normal service operation as
quickly as possible.
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All incidents should be reported to the College Customer Contact Centre.
Once the incident has been resolved a notification will be emailed to the customer.
All reported incidents are logged, and trend analysed to help continually improve the
service provision.
Classification of an incident
Priority classification
Priority
Indicative scope of service disruption
1
▪ Total loss of service or system down.
▪ Major security incident that compromises the confidentiality,
availability or integrity of the service or platform.
▪ Critical technical issue or an integral part of the system not
functioning for a large number of customers.
▪ Reputational impact due to content.
2
▪ Partial loss of service where mainstream and popular areas of the
platform are unavailable.
▪ Loss of administrative access to College Learn
▪ Platform functionality impacted by systems issues affecting part of
the system where a workaround is available.
▪ Internal business event disrupted due to systems issues or
service unavailability.
▪ Security issue that could compromise the confidentiality,
availability or integrity of the service or platform.
▪ A small customer group is experiencing severe disruption to the
platform.
▪ Periodic interruptions or partial instability in system performance.
3
▪ Partial loss of service where mainstream and popular areas of the
platform are not affected.
▪ Styling, layout or interface issues.
▪ Partial loss of access or system functionality.
▪ Functionality is degraded or impaired but can be circumvented
without material impact on the service.
4
▪ Incidents causing inconvenience but not stopping work or
accessing content.
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Expected resolution times during working hours
Priority
Expected response time
Expected resolution time
1
1 hour
24 hours
2
4 hours
48 hours
3
8 hours
7 days
4
8 hours
Planned work
Change Management
Change Management is the practice of ensuring changes to DDaT products and
services are carried out in a planned and authorised manner.
DDaT products and services are subject to continuous development and the College
of Policing reserves the right to make changes to the way they operate.
Changes could occur under one of the following categories:
▪ Known error
▪ Security
▪ Hosting
▪ Enhancements
▪ Configuration
▪ Documentation
▪ Functionality
▪ Data
All changes are prioritised, scheduled and authorised at a Change Advisory Board
(CAB). Changes are planned, developed, and tested before they are deployed to the
live system. Where necessary, stakeholders will be invited to work on this process
with the College.
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Priority
level
Type
Description
1
Emergency
Causing loss of service or severe problems to a large
number of customers, whereby immediate action is
required, or related to security assurance.
2
Urgent
Severely affecting some customers or affecting a large
number of customers, whereby prompt action is
required.
3
Normal
No severe impact on customers but needs to be rectified
in the next release or upgrade.
4
Low
A change is justified and necessary, but can wait for a
scheduled release or maintenance cycle.
Release Management and communication
Digital content releases and system release notes will be sent to the relevant key
personnel to inform them of new products, changes and updates.
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Release Notice Periods
DDaT will endeavour to provide notification of any changes in accordance with the
minimum periods stated in the table below. Information may include FAQs and
Guides.
Release
Type
Change type
Licensee
impact
Contact
Centre impact
Business
Admin impact
Minimum
Notification
(working
days)
Minor
Cosmetic
changes, Bug
Fixes, small
scale
functionality or
usability
changes
No action or
should be able
to explain the
change to
customers
May receive a
small number of
calls and may
need to explain
the change
No action
required
5 days
Significant
Significant
changes to
functionality in
some areas
Needs to
understand the
changes and
plan for the
effects
May receive
large numbers
of calls and
need to explain
the change.
May need
training.
May need to
make small
adjustments to
operations
15 days
Major
Significant
changes
affecting core
functionality or
large customer
population
Need to
understand the
changes and
plan for the
effects
May receive
large numbers
of calls and
need to explain
the change.
May need
training.
May need to
make significant
changes to
operations or
allocate extra
resources to
cope
30 days
Where a change affects the overall infrastructure (such as a change in the minimum
technical requirements for computers) or the implementation and execution of
training programmes DDaT will provide 3 months’ notice of such change.
IT Service Continuity
The goal for IT Services Continuity is to ensure that the required IT services can be
recovered within required and agreed business timescales.
College of Policing ensure regular backups are performed to ensure no loss of data
in the case of a major incident.
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System Availability
The College Learn Infrastructure is designed to ensure high levels of availability.
DDaT aims to provide the best possible service but cannot warrant that the service
will be uninterrupted, error free. DDaT may need to suspend or restrict access to
College Learn from time to time for maintenance or repair purposes. When such
need arises DDaT will provide advance notification wherever possible and will
endeavour to restore the service as soon as reasonably practicable.
College Learn aims to be available 24 hours per day, 7 days per week. It is the aim
of DDaT to provide to the Customer 98% availability of these Services.
Security
The College DDaT ensure the security of the system.
College Learn is assured as a National Police System. The College works with the
National Policing Information Risk Management Team (NPIRMT) and The Police
Information Assurance Board (PIAB) conforming to the standards set for the police
service. The system is risk assessed by the College Security Manager. All the
system risks, architecture, operations and policy’s, including the Data Protection
Impact Assessment (DPIA) are included in an Information Risk Assessment Report
(IRAR) along with Candidate Control set for Services, Terms and Conditions for use
of the system and the latest Information Technology Health Check (ITHC) and any
subsequent remediation plans. These controls give the College Assurance on
security.
All services are IT Health Checked by an independent service provider registered on
the National Cyber Security Centre (NCSC) CHECK scheme either annually or
whenever there is a significant change to the system. These tests include build
reviews, penetration tests, and vulnerability scans of infrastructure and applications.
Capacity Management
The DDaT Service Management team are responsible for ensuring that the capacity
of the infrastructure corresponds with the evolving demands of the business.
Bandwidth
The connectivity services are a dedicated 32MBps link for the Public Service
Network in Policing (PSNP)and 100MBps for the Internet. Activity and usage is
monitored regularly whereby monthly reports are produced to analyse trends and
areas of demand.
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Complaints
Complaints regarding incident handling or DDaT products and services will be dealt
with in the first instance by the College Customer Contact Centre who will carry out
an investigation and reply to the Customer. Where the investigation cannot be
completed by the Contact Centre it will be escalated via the relevant chain.
Complaints will be dealt with on an individual basis and may be escalated earlier in
the process depending on the nature of the complaint.
About the College
We’re the professional body for the police service in
England and Wales.
Working together with everyone in policing, we share
the skills and knowledge officers and staff need to
prevent crime and keep people safe.
We set the standards in policing to build and
preserve public trust and we help those in policing
develop the expertise needed to meet the demands
of today and prepare for the challenges of the future.
college.police.uk
