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ESRC Census Programme SLA
Contents
Signature Pages
The Samples of Anonymised Records Service
The Centre for Longitudinal Study Information and User Support
The Centre for Interaction Data Estimation and Research
Service Level Agreement
Service Level Definitions
A1.1 The Census Registration Service
A1.2 The Census Portal Service
A1.3 The Census Dissemination Unit
A1.5 The Centre for Interaction Data Estimation and Research
A1.6 The Samples of Anonymised Records Service
A1.7 The Centre for Longitudinal Study Information and User Support
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
The Samples of Anonymised Records Service
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by the Samples of Anonymised Records Service
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
The Centre for Longitudinal Study Information and User Support
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by The Centre for Longitudinal Study Information and User Support
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
The Census Dissemination Unit
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by The Census Dissemination Unit
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
The Census Registration Unit
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by The Census Registration Unit
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
The Census Portal Service
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by The Census Portal Service
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
UKBORDERS
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by UKBORDERS
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
for the
Provision of Service
between
The Economic and Social Research Council
and
The Centre for Interaction Data Estimation and Research
to be monitored by
The Joint Information Systems Committee
Monitoring Unit
1st August 2006 - 31st July 2011
Accepted by the Economic and Social Research Council
Signed: ____________________
Position: ____________________
Date: ____________________
Accepted by The Centre for Interaction Data Estimation and Research
Signed: ____________________
Position: ____________________
Date: ______________________
Accepted by the Joint Information Systems Committee on behalf of the Higher and Further Education Funding Councils for England, Scotland, The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council
Signed: _______________________
Position: ______________________
Date: ________________________
Service Level Agreement
Contents
3. Services to be provided by the Census Programme
4. Service Levels and Performance Indicators
5. Monitoring and Reporting of Services
11. End of ESRC Agreement process
ANNEX A Services Provided by the Census Programme
A1.1 Census Registration Service
A1.3 Census Dissemination Unit
A1.5 Centre for Interaction Data Estimation and Research
A1.6 Samples of Anonymised Records Service
A1.7 Centre for Longitudinal Study Information and User Support Service (CeLSIUS)
ANNEX C Change Control Procedures
ANNEX D Compliance with the Data Protection Act
1. Purpose
This document is a Service Level Agreement (SLA) describing the performance and operational requirements for services provided under the ESRC Census Programme. This SLA should be read in conjunction with the awards from ESRC to the individual data support units.
The data support units will provide dataset services to the User Community.
The levels of service provided will be monitored by the Joint Information Systems Committee Monitoring Unit (MU) or its successor bodies. The Joint Information Systems Committee (JISC) is acting on behalf of the Higher and Further Education Funding Councils for England, Scotland, and The National Council for Education and Training for Wales, Department of Employment and Learning Northern Ireland and the Learning Skills Council or their successor bodies.
Nothing in this Service Level Agreement shall override the terms and conditions of the individual data support unit awards.
2. Definitions
ESRC |
Economic and Social Research Council |
The Census Programme |
The data support units and co-ordinator holding awards from ESRC to provide services under the ESRC Census Programme. The programme as a collective will be represented by the Programme Co-ordinator and ESRC Case Officer. |
Eligible Institutions: |
UK research and higher and further education institutions which are eligible to receive electronic information services under the terms of this Service Level Agreement. An institution is deemed eligible if it is listed on either the JISC or ESRC list of eligible institutions |
User Community: |
Members of the Eligible Institutions |
Working Day |
A normal working day at the institution were the award is held |
Service Year: |
1 August - 31 July |
Financial Year: |
1 August - 31 July |
Throughout this document words referring to one gender shall include both genders unless the context requires otherwise, words importing the singular shall include the plural, and vice versa.
This Service Level Agreement applies to all data support units funded under the ESRC Census Programme.
3. Services to be provided by the Census Programme
The full set of services to be offered by The Census Programme under this SLA is listed in Annex A
4. Service Levels and Performance Indicators
This SLA covers a number of data support units, each of which is defined in a separate sub clause in Annex A. For each of the units specified in Annex A, a parameter or set of parameters which gives a measure of the quality of the service is also specified. The target values (or sets of values) for these parameters represent the Service Level which the data support units commit to provide.
Performance indicators will be calculated quarterly or annually, depending on the period the individual data items cover. Satisfactory performance will be assessed by ESRC on the basis of comparison of the service level with a twelve month rolling average of the calculated values.
Note: Where a service has not yet been in operation for twelve months, or where the definition of the service level has been changed within the previous twelve months, the service cannot be said to have not met the SLA provisions. However, analysis of trends may lead to review and negotiation before 12 months have passed in cases where it becomes clear that an inability to meet SLA provisions can be foreseen.
The data support units shall not be required to discharge their commitments under this SLA when any event or series of events beyond their reasonable control prevents them from providing the services defined in Annex A, provided that the unit promptly notifies the ESRC of:
- the nature of this event and the implications on service delivery
- the estimated extent and duration of its inability to discharge its commitments
- the resumption of the full provision of services
If the event or series of events are such as to affect only part of its total commitments, then the unit shall continue to discharge those commitments that are not affected.
The data support units must ensure that there is adequate insurance cover for the equipment used in the provision of the services defined in Annex A.
5. Monitoring and Reporting of Services
One of the purposes for which the JISC has established the MU is to monitor Service Provider performance against Service Level Definitions (SLDs). The services defined in Annex A shall be subject to monitoring and reporting on the following basis:
The Census Programme will provide copies, suitable for reproduction, of the following reports to the MU at the times and the frequency indicated:
- For each of the units, the agreed information relating to the items listed under 'Reporting' for that service in Annex A. Reporting format templates will be drafted by the MU and agreed with The Census Programme at least one month prior to the start of the Service Year.
- Programme reporting will be co-ordinated by the Census Registration Service (CRS) Other data support units should send usage and helpdesk statistics to the CRS by the 7th working day of the following quarter and network statistics by 12 noon on the 10th working day. This information, unless otherwise stated under 'Reporting' will be delivered to the MU quarterly, by the 10th working day;
- The data support units will each present a brief progress report to the Programme Advisory Committee, which will normally meet in April and October of each year.
- In addition to the change control procedures set out in Annex C the SLA will be subject to Annual Review at the April Programme Advisory Committee meeting. Prior to the meeting units will be invited to submit details of changes required. All changes arising from the Annual Review must be formerly agreed by the ESRC by the end of June to ensure an updated SLA is in place for the new service year.
- The data support units will each provide an Annual Report, according to the template provided by ESRC. The report will be produced each year, covering the Service Year; the report shall be delivered to the ESRC case officer within two months of the end of the Service Year.
- In addition, the data support units will each provide a brief summary Annual Report, according to the template provided by the programme coordinator. The report will be produced each year, covering the Service Year. The report shall be delivered to the Coordinator by the end of the Service Year to permit creation of an overall Programme Report.
- The MU annual statistical report on Census Programme services, incorporating information provided by the units, will be appended to the Coordinator's programme report (and does not need to be provided separately by the units). This report, together with the individual unit Annual Reports, will be formally considered by ESRC's Research Resources Board.
6. Creation of New Services
New services and service extensions may be introduced under the Change Control Procedure. New or revised Service Level Definitions will be drawn up in advance of the new services being introduced
7. Sub-Contracting
The data support units remain responsible for ensuring that the services are provided to the Eligible Institutions at the agreed service levels, even if they choose to sub-contract for the provision of some or all of the services covered by this Service Level Agreement.
8. Change Control
The definition of the services to be provided, and of the schedules, priorities and financial bases for them have been established in the ESRC awards to individual data support units and standard ESRC terms and conditions for awards will apply. Where ESRC or a data support unit see the need to add a new service or remove an existing service, or propose a significant change to the service levels for an existing service, the change procedures detailed in Annex C shall apply.
Where such change results in a change to the service level definitions, a register of changes will be held by the MU; items for inclusion in it are to be agreed between the ESRC and the Census Programme, and submitted to the MU.
9. Grievance Procedure
In the event that there is a grievance, and all reasonable steps to resolve the grievance have been taken, between a data support [1]: unit and
- another data support unit, then the data support unit should refer the issue, in writing, to the ESRC Case Officer
- ESRC, then the issue should be referred to the Head of the host institution, or his nominee and to the Director of Research of the ESRC, who should use all reasonable endeavours to resolve the grievance.
10. Public Relations
Data support units shall use their reasonable endeavours to adhere to the ESRC communication guidelines as updated from time to time and published at:
http://www.esrcsocietytoday.ac.uk/toolkit
11. End of ESRC Agreement process
At the end of any agreement between ESRC and a data support unit for hosting of the services listed in Annex A various scenarios may emerge:
- ESRC decides not to renew the agreement with the data support unit for the provision of the service, no alternate ESRC service provider is appointed for the service and no other service provider takes over the service.
- ESRC decides not to renew the agreement with the data support unit for the provision of the service but an alternate ESRC service provider is appointed for the service.
- ESRC decides not to renew the agreement with the data support unit for the provision of the service, no alternate ESRC service provider is appointed for the service but the Dataset Publisher or Licensor continue to provide the service.
In any of the above scenarios, circumstances may arise where the ESRC requires the assistance of the data support unit. In the case of these scenarios the data support unit shall endeavour to co-operate with ESRC to:
- facilitate the migration of a service;
- recover copies of data licensed to ESRC under the Census Programme
Any reasonable wind down costs incurred by the data support unit and agreed in advance by ESRC would be reimbursed.
12. Data Protection
The data support units and ESRC will comply with the Data Protection Act 1998, as detailed in Annex D.
13. Freedom of Information
The data support units will comply with the Freedom of Information Act 2000 and ensure appropriate and timely escalation to ESRC where necessary.
[1]: Please note for this purpose the term 'data support unit' includes the Programme Co-ordinator.
ANNEX A Services Provided by the Census Programme
Census Programme Service Level Definitions 1st August 2006 to 31st July 2011
A1.1 Census Registration Service
A1.3 Census Dissemination Unit
A1.5 Centre for Interaction Data Estimation and Research
A1.6 Samples of Anonymised Records Service
A1.7 Centre for Longitudinal Study Information and User Support Service (CeLSIUS)
A1 Census Programme Services
A1.1 Census Registration Service
Description
The Census Registration Service provides online registration services for users from eligible institutions to allow them to access the online data holdings of the Census Programme. It manages the user authentication process, currently provided through Athens IDs and will oversee the programme's migration to Federated Access Management. It works with the Programme Coordinator to establish appropriate licensing arrangements for programme data. The service provides a helpdesk and first point of contact for user registration enquiries and engages in whole-programme outreach activity. The service also coordinates the reporting of programme activities to the MU.
Specification
The award holder shall carry out the following functions:
Registration:
- Register and authenticate users who correctly apply to use datasets held within the Census Programme using Athens and/or another appropriate registration service.
- Monitor accesses to the data set by registered institutions, registered users, and non-registered users. Please note the registration service shall monitor access by registered institutions and users on behalf of other data support services, however monitoring of accesses to data by non-registered users is the responsibility of individual units.
- Monitor the use to which users put the data set (research outputs including publications, derived data, associated software).
- Implement new database licences as notified to the Census Registration Service by the programme coordinator.
- Make available to the programme coordinator and data support units the statistics of use of programme services in an electronically transmittable format.
Helpdesk:
- Provide a Helpdesk to deal with enquiries made by telephone, post, fax or email. The Helpdesk will respond to enquiries from both end-users and support staff within the UK HE, FE and research community.
Outreach, Documentation and Training:
- Make presentations about their service at meetings organised in connection with the ESRC 2006-11 Census of Population Programme and the UK census user community more generally.
Access to CRS services is via the JANET network. CRS servers are network available if they can be accessed via TCP/IP from a site outside the institutionally-maintained part of the national network. CRS will collect and supply figures on network unavailability of CRS servers. Unavailability due to local institutional network infrastructure will be reported separately from total network unavailability.
CRS will co-operate with the Programme Co-ordinator to ensure the effective management and co-ordination of the programme as a whole, particularly with regard to collaboration with other units within the programme. They will endeavour to comply with all reasonable requests from the coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. The CRS may refer to the coordinator for guidance on any aspect of service delivery or programme management.
CRS will cooperate with the Census Portal Service to ensure that CRS services are developed to maximise compatibility with user access through the Portal. CRS will work with the Portal Service provider to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. CRS will collaborate with the Portal Service provider in drawing up an annual schedule of training and outreach activities, and will contribute those agreed materials and resources relevant to its own services.
Service Levels
Registration:
- The systems providing the Census Registration Service are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. All users should be informed via the WWW service and the Census Learning and Teaching JISCmail list.
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community.
- There are no updates for this service.
Helpdesk:
- The helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An automated system will record messages when the helpdesk is not staffed.
- There is no helpdesk cover during bank holidays periods at Award Holder Institutions. Periods of limited helpdesk cover will be notified in advance.
Outreach, Documentation and Training:
- New /updated documentation will be available by the start date of any new/updated service.
- Documentation should be provided online and/or delivered directly to the portal provider.
- Workshops will be supported by appropriate material that will be made available at no cost for downloading from the census web server.
Performance Indicators
Registration:
- The Census Registration Service will be available for 99.00% of scheduled uptime;
- Applications for user registration will be processed within one working hour to users who have appropriately registered for data access.
- Statistics for each quarter will be made available to the sites and submitted to the MU within 10 working days of the end of each quarter.
- The network connection to the CRS servers will be available for 99.00% of scheduled uptime.
Helpdesk:
- An initial response to all queries within 1 working day
- Resolution of 90% of queries within 5 working days
- Resolution of 98% of queries within 20 working days
- Periods of helpdesk closure will be notified 10 working days in advance.
Outreach, documentation and training:
- Value of events as perceived by users. User feedback questionnaires will be summarised in order to provide an indication of the quality of training provided.
- A list of outreach activities carried out
Reporting
Quarterly Reporting:
Registration:
- Usage of service (number of registrations) per licensed sites per month;
- Usage of service (unique user accesses, as far as can be determined by registration system) per licensed sites per month
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime.
- List of changes to interfaces.
- List of new and deleted licences;
- Exception reports for indicator 'b' above.
- Exception reporting where statistics not available, including which statistics are missing and why, and measures being undertaken to remedy problem.
- Unavailability of CRS hosts owing to its own local institutional network. Start and finish, date and time of each incident of unscheduled downtime;
Helpdesk[1]:
- Number of enquiries that did not receive an initial response, including referral, within 1 working day;
- Number of enquiries unresolved after 5 working days;
- Number of enquiries unresolved after 20 working days
- Exception reporting of periods when the helpdesk systems are unavailable
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
A1.2 Census Portal Service
Description
The Census Portal Service will develop and provide a one-stop web-based entry point to the datasets and services offered through the Census Programme. It will provide searchable metadata and online training materials relating to the datasets held within the programme and to other census-related resources available to users at eligible institutions. This will include links to all the other programme units, aiming to maximise simplicity for end users. The portal service will also coordinate a programme of census training and outreach programme, to which the individual data support units will be expected to contribute.
Specification
The award holder shall carry out the following functions:
Portal:
- Provide a one-stop web-based entry point to the datasets and services offered through the Census Programme. It will incorporate searchable metadata on the full range of census datasets and services and provide links through to those services.
- Provide online documentation/information about the programme datasets and how access and use them
- Comprehensive information on using the service, sufficient to enable a user with basic office computer skills to find out about a data set and perform simple extractions.
Helpdesk:
- Provide a Helpdesk to deal with enquiries made by telephone, post, fax or email. The Helpdesk will respond to enquiries from both end-users and support staff within the UK HE, FE and research community.
Outreach, documentation and training:
To enable the service to fulfil the requirements below it will need to agree with each data support unit, their level of contribution to an annual programme of document preparation, training and outreach.
- Provide training sessions on use of the data set for users.
- Provide training and awareness materials on the data set for site support staff and teachers to train local users.
- Provide self paced training materials for data set users and teachers.
- Carry out outreach and promotional activities within the education community to ensure a good coverage of all UK HEIs and to ensure that a broad range of subject disciplines are aware of and use the data set service.
- Maintain good links with the community to ensure the data set service remains relevant to their needs.
Access to Census Portal services is via the JANET network. Census Portal servers are network available if they can be accessed via TCP/IP from a site outside the institutionally-maintained part of the national network. The Census Portal will collect and supply figures on network unavailability of Census Portal servers. Unavailability due to local institutional network infrastructure will be reported separately from total network unavailability.
The Portal service will co-operate with the Programme Co-ordinator and other data support units to ensure the effective co-ordination of the programme as a whole. They will endeavour to comply with all reasonable requests from the coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. The Portal may refer to the coordinator for guidance on any aspect of service delivery or programme management.
The Portal service will cooperate with data support units to ensure that all services are developed to maximise compatibility with user access through the Portal. The Portal Service provider will work with data support units to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. The Portal service should agree with award holders an annual programme of document preparation, training and outreach.
Service Levels
Portal:
- The systems providing the Portal service are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. All users should be informed via the WWW service and the Census Learning and Teaching JISCmail list.
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community
- There are no updates for this service.
Helpdesk:
- The Helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An automated system will record enquiries when the Helpdesk is not staffed.
- There is no helpdesk cover during bank holiday periods at Award Holder Institutions. Periods of limited Helpdesk cover will be notified in advance.
Outreach, documentation and training:
- New/updated documentation will be available by the start date of any new/updated service.
- Documentation should be provided online.
- Workshops will be supported by appropriate material that will be made available at no cost for downloading from the Census web server.
Performance Indicators
Portal:
- The Census Portal Service will be available for 99.00% of scheduled uptime;
- Usage and helpdeskstatistics for each quarter will be submitted to the CRS within 7 working days of the end of that quarter and network statistics by 12 noon on the 10th working day of the end of that quarter.
- The network connection to the Portal servers will be available for 99.00% of scheduled uptime.
Helpdesk:
- An initial response to all queries within 1 working day.
- Resolution of 90% of queries within 5 working days.
- Resolution of 98% of queries within 20 working days.
- Periods of helpdesk closure will be notified 10 working days in advance.
Outreach, documentation and training:
- Value of events as perceived by users. User feedback questionnaires will be summarised in order to provide an indication of the quality of training provided.
- A list of outreach activities carried out.
Reporting
Quarterly Reporting:
Portal:
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime.
- List of changes to interfaces.
- Unavailability of Census Portal hosts owing to its own local institutional network. Start and finish, date and time of each incident of unscheduled downtime and each incident of scheduled downtime;
Helpdesk[1]:
- Number of enquiries that did not receive an initial response, including referral, within 1 working day
- Number of enquiries unresolved after 5 working days
- Number of enquiries unresolved after 20 working days
- Exception reporting of periods when the helpdesk systems are unavailable
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage, development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
- A list of available documentation with dates of publication available on request to the ESRC.
- The number of workshops given and the number of attendees (in Service's annual report to ESRC).
- Summary of user feedback (in Service's annual report to ESRC)
- List of outreach activities and plans for promotional, marketing or outreach events/materials, workshops, meetings or journals articles (in Service's annual report).
On request, the Monitoring Unit will be provided with access to descriptions of unresolved enquiries and anonymised helpdesk transaction data.
A1.3 Census Dissemination Unit
Description
The Census Dissemination Unit provides online access and user advice and support for aggregate census datasets and range of supporting data. The principal data sets supported are as follows:
- Census aggregate statistics tables from 1971, 1981, 1991 and 2001 Censuses through the Casweb service, variously covering England and Wales, Scotland and Northern Ireland.
- Digital boundary data to support use of the above statistics, currently 1991 through the Casweb/CommonGIS service, with a commitment to include 2001 boundaries.
- Experian geodemographic data, refreshed approximately annually.
- Additional census-related datasets and metadata through the CDU website.
- Access to ONS postcode directories, updated quarterly, through the Convert service.
- Additional census datasets and interfaces developed by the academic user community and deposited by CDU: Surpop and LCT.
Specification :
CDU will perform the following activities with relation to the above data sets and any necessary updates:
Storage of Data:
- Load the data sets and associated documentation and information (meta-data) and update and re-load when necessary.
- Store the data sets and re-store when necessary.
- Archive the data sets and re-archive when necessary.
- Quality assure the data sets prior to acceptance by ESRC.
- Inform ESRC of the results of the quality assurance.
- Work with the supplier (the Census Offices) of the data sets to achieve a high quality product.
- Retain off-line archives of data sets and associated materials until the end of award report has been approved by ESRC.
- Offer datasets to the UK Data Archive within three months of the end of the award
- Maintain an up-to-date log of problems associated with the data set. This may be inspected by the coordinator on behalf of ESRC, if required.
- Provide Information to users on known problems with data sets and the timetable for their solution, as they occur.
- Keep records of all significant transactions with the data set suppliers, for inspection on behalf of ESRC, if required.
- Keep records of all archives held, for inspection on behalf of ESRC, if required.
User Access:
- Run a service for registered users to access the data set on-line on the award holders' server.
- Run a service for registered users to download the data set to their own workstation from the award holders' server.
- Make available suitable software currently on the award holder's server for users to extract subsets from the data set, in formats to be agreed.
- Make available suitable software on the award server for users to carry out analyses of the data set, in formats to be agreed, currently through Casweb/CommonGIS.
Helpdesk:
- Provide a Helpdesk to deal with enquiries made by telephone, post, fax or email. The Helpdesk will respond to enquiries from both end-users and support staff within the UK HE, FE and research community.
Outreach, documentation and training:
- Provide training sessions on use of the data set for users.
- Provide training and awareness materials on the data set for site support staff and teachers to train local users.
- Provide self paced training materials for data set users and teachers.
- Carry out outreach and promotional activities within the education community to ensure a good coverage of all UK HEIs and to ensure that a broad range of subject disciplines are aware of and use the data set service
- Maintain good links with the community to ensure the data set service remains relevant to their needs.
Access to CDU services is via the JANET network. CDU servers are network available if they can be accessed via TCP/IP from a site outside the institutionally-maintained part of the national network. CDU will collect and supply figures on network unavailability of CDU servers due to local institutional network infrastructure.
CDU will co-operate with the Programme Co-ordinator and other data support units to ensure the effective co-ordination of the programme as a whole. They will endeavour to comply with all reasonable requests from the coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. CDU may refer to the coordinator for guidance on any aspect of service delivery or programme management.
CDU will cooperate with the Census Portal Service to ensure that CDU services are developed to maximise compatibility with user access through the Portal. CRS will work with the Portal Service provider to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. CDU will cooperate with the Portal Service provider in drawing up an annual schedule of training and outreach activities, and will contribute those agreed materials and resources relevant to its own datasets and services.
Service Levels
- The systems providing the CDU services are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. All users should be informed via the WWW service and the Census Learning and Teaching JISCmail list
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community
Helpdesk:
- The Helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An answer-phone will record enquiries when the Helpdesk is not staffed.
- There is no helpdesk cover during bank holiday periods at Award Holder Institutions. Periods of limited Helpdesk cover will be notified in advance.
Outreach, documentation and training:
- New/updated documentation will be available by the start date of any new/updated service.
- Documentation should be provided online and/or delivered directly to the portal provider.
- Workshops will be supported by appropriate material that will be made available at no cost for downloading from the Census web server.
Performance Indicators
- The CDU services will be available for 99.00% of scheduled uptime;
- Usage and helpdeskstatistics for each quarter will be submitted to the CRS within 7 working days of the end of that quarter and network statistics by 12 noon on the 10th working day of the end of that quarter.
- The network connection to the CDU servers will be available for 99.00% of scheduled uptime.
Helpdesk:
- An initial response to all queries within one working day
- Resolution of 90% of queries within 5 working days
- Resolution of 98% of queries within 20 working days
- Periods of helpdesk closure will be notified 10 working days in advance.
Reporting
Quarterly Reporting:
- Usage of service (number of accesses) per licensed sites per month;
- Usage of service (unique user accesses, as far as can be determined by registration system) per licensed sites per month
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime.
- List of changes to interfaces.
- Unavailability of CDU hosts owing to local institutional network. Start and finish, date and time of each incident of unscheduled downtime;
Helpdesk[1]:
- Number of enquiries that did not receive an initial response, including referral, within 1 working day;
- Number of enquiries unresolved after 5 working days;
- Number of enquiries unresolved after 20 working days
- Exception reporting of periods when the helpdesk systems are unavailable
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage, development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
On request, the Monitoring Unit will be provided with access to descriptions of unresolved enquiries and anonymised helpdesk transaction data.
A1.4 UKBORDERS
Description
The UKBORDERS service provides online access and user advice and support for digital census boundaries and a range of supporting data through the UKBORDERS download service. The principal data sets supported are as follows:
- 2001 digital boundary data for England and Wales from ONS, for Scotland from GROS and for Northern Ireland from NISRA.
- 1991 digital boundary data for England and Wales sourced from the EDline consortium and for Scotland from GROS.
- Additional digital boundary data relating to 1971 and 1981 as deposited by previous ESRC-funded projects.
- A range of administrative boundary data derived from the above products.
- Additional digital boundary-related datasets and metadata through the UKBORDERS website.
- An archive of ONS postcode directories, updated quarterly, through the Convert service and including an integrated database of historical postcode instances.
- Additional census datasets and interfaces developed by the academic user community and deposited by CDU: Surpop and LCT.
Specification:
UKBORDERS will perform the following actions activities with relation to the above data sets and any necessary updates:
Storage of Data:
- Load the data sets and associated documentation and information (meta-data) and update and re-load when necessary.
- Store the data sets and re-store when necessary.
- Archive the data sets and re-archive when necessary.
- Quality assure the data sets prior to acceptance by ESRC.
- Inform ESRC of the results of the quality assurance.
- Work with the supplier (the Census Offices) of the data sets to achieve a high quality product.
- Retain off-line archives of data sets and associated materials are to be retained until the end of award report has been approved by ESRC.
- Offer datasets to the UK Data Archive within 3 months of the end of the award.
- Maintain an up-to-date log of problems associated with the data set. This may be inspected by the coordinator on behalf of ESRC, if required.
- Provide information to users on known problems with data sets and the timetable for their solution, as they occur.
- Keep records of all significant transactions with the data set suppliers, for inspection on behalf of ESRC, if required.
- Keep records of all archives held, for inspection on behalf of ESRC, if required.
User Access:
- Run a service for registered users to access the data set on-line on the award holders' server.
- Run a service for registered users to download the data set to their own workstation from the award holders' server.
- Make available suitable software currently on the award holder's server for users to extract subsets from the data set, in formats to be agreed.
Helpdesk:
- Provide a Helpdesk to deal with enquiries made by telephone, post, fax or email. The Helpdesk will respond to enquiries from both end-users and support staff within the UK HE, FE and research community.
Outreach, documentation and training:
- Provide training sessions on use of the data set for users.
- Provide training and awareness materials on the data set will be provided for site support staff and teachers to train local users.
- Provide self paced training materials for data set users and teachers will be provided.
- Carry out outreach and promotional activities within the education community to ensure a good coverage of all UK HEIs and to ensure that a broad range of subject disciplines are aware of and use the data set service
- Maintain good links with the community to ensure the data set service remains relevant to their needs.
Access to UKBORDERS services is via the JANET network. UKBORDERS servers are network available if they can be accessed via TCP/IP from a site outside the institutionally-maintained part of the national network. UKBORDERS will collect and supply figures on network unavailability of UKBORDERS servers due to local institutional network infrastructure.
UKBORDERS will co-operate with the Programme Co-ordinator and other data support units to ensure the effective co-ordination of the programme as a whole. They will endeavour to comply with all reasonable requests from the coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. UKBORDERS may refer to the coordinator for guidance on any aspect of service delivery or programme management.
UKBORDERS will cooperate with the Census Portal Service to ensure that UKBORDERS services are developed to maximise compatibility with user access through the Portal. UKBORDERS will work with the Portal Service provider to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. UKBORDERS will cooperate with the Portal Service provider in drawing up an annual schedule of training and outreach activities, and will contribute those agreed materials and resources relevant to its own datasets and services.
Service Levels
- The systems providing the UKBORDERS services are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. All users should be informed via the WWW service and the Census Learning and Teaching JISCmail list.
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community
- There are no updates for this service.
Helpdesk:
- The Helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An answer-phone will record enquiries when the Helpdesk is not staffed.
- There is no helpdesk cover during bank holiday periods at Award Holder Institutions. Periods of limited Helpdesk cover will be notified in advance.
Outreach, documentation and training:
- New/updated documentation will be available by the start date of any new/updated service.
- Documentation should be provided online and/or delivered directly to the portal provider.
- Workshops will be supported by appropriate material that will be made available at no cost for downloading from the Census web server.
Performance Indicators
- The UKBORDERS services will be available for 99.00% of scheduled uptime;
- Usage and helpdesk statistics for each quarter will be submitted to the CRS within 7 working days of the end of that quarter and network statistics by 12 noon on the 10th working day of the end of that quarter.
- The network connection to the UKBORDERS servers will be available for 99.00% of scheduled uptime. The institutional network infrastructure will have sufficient capacity to maintain local response times;
Helpdesk:
- An initial response to all queries within one working day
- Resolution of 90% of queries within 5 working days
- Resolution of 98% of queries within 20 working days
- Periods of helpdesk closure will be notified 10 working days in advance.
Reporting
Quarterly Reporting:
- Usage of service (number of accesses) per licensed sites per month;
- Usage of service (unique user accesses, as far as can be determined by registration system) per licensed sites per month
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime.
- List of changes to interfaces.
- Unavailability of UKBORDERS hosts owing to local institutional network. Start and finish, date and time of each incident of unscheduled downtime;
Helpdesk[1]:
- Number of enquiries that did not receive an initial response, including referral, within 1 working day;
- Number of enquiries unresolved after 5 working days;
- Number of enquiries unresolved after 20 working days
- Exception reporting of periods when the helpdesk systems are unavailable
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage, development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
A1.5 Centre for Interaction Data Estimation and Research
Description
The Centre for Interaction Data Estimation and Research (CIDER) provides online access and user advice and support for interaction data sets through the WICID interface as follows:
- Special Migration Statistics 1981, 1991, 2001.
- Special Workplace Statistics 1981, 1991, 2001.
- Special Travel Statistics 2001, Scotland.
- Populations at Risk Corresponding with Interaction Flow Counts.
- Above datasets re-estimated for 1991 and 2001 boundaries.
- Expansion of WICID service to include NHS patient data and HESA student flows.
Specification:
CIDER performs the following activities with relation to the above data sets and any necessary updates:
Storage of Data:
- Load the data sets and associated documentation and information (meta-data) and update and re-load when necessary.
- Store the data sets and re-store when necessary.
- Archive the data sets and re-archive when necessary.
- Quality assure the data sets prior to acceptance by ESRC.
- Informs ESRC of the results of the quality assurance.
- Work with the supplier (the Census Offices) of the data sets to achieve a high quality product.
- Retain off-line archives of data sets and associated materials are to be retained until the end of award report has been approved by ESRC.
- Offer datasets to the UK Data Archive within 3 months of the end of the award.
- Maintain an up-to-date log of problems associated with the data set. This may be inspected by the coordinator on behalf of ESRC, if required.
- Provide information to users on known problems with data sets and the timetable for their solution, as they occur.
- Keep records of all significant transactions with the data set suppliers, for inspection on behalf of ESRC, if required.
- Keep records of all archives held, for inspection on behalf of ESRC, if required.
User Access:
- Run a service for registered users to access the data set on-line on a server subcontracted by the award holder.
- Run a service for registered users to download the data set to their own workstation from the award server.
- Make available suitable software currently on the award server for users to extract subsets from the data set, in formats to be agreed.
- Make available suitable software on the award server for users to carry out analyses of the data set, in formats to be agreed, currently through WICID.
Helpdesk:
- Provide a Helpdesk to deal with enquiries made by telephone, post, fax or email. The Helpdesk will respond to enquiries from both end-users and support staff within the UK HE, FE and research community.
Outreach, documentation and training:
- Provide training sessions on use of the data set for users.
- Provide training and awareness materials on the data set for site support staff and teachers to train local users.
- Provide self paced training materials for data set users and teachers will be provided.
- Carry out outreach and promotional activities within the education community to ensure a good coverage of all UK HEIs and to ensure that a broad range of subject disciplines are aware of and use the data set service
- Maintain good links with the community to ensure the data set service remains relevant to their needs.
Access to CIDER services is via the JANET network. CIDER servers are network available if they can be accessed via TCP/IP from a site outside the institutionally-maintained part of the national network. CIDER will collect and supply figures on network unavailability of CIDER servers due to local institutional network infrastructure.
CIDER will co-operate with the Programme Co-ordinator and other data support units to ensure the effective co-ordination of the programme as a whole. CIDER will endeavour to comply with all reasonable requests from the Coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. CIDER may refer to the Coordinator for guidance on any aspect of service delivery or programme management.
CIDER will cooperate with the Census Portal Service to ensure that CIDER services are developed to maximise compatibility with user access through the Portal. CIDER will work with the Portal Service provider to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. CIDER will cooperate with the Portal Service provider in drawing up an annual schedule of training and outreach activities, and will contribute those agreed materials and resources relevant to its own datasets and services.
Service Levels
- The systems providing the CIDER service are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. All users should be informed via the WWW service and the Census Learning and Teaching JISCmail list.
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community.
- There are no updates for this service.
Helpdesk:
- The Helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An answer-phone will record enquiries when the Helpdesk is not staffed.
- There is no helpdesk cover during bank holiday periods at Award Holder Institutions. Periods of limited Helpdesk cover will be notified in advance.
Outreach, documentation and training:
- New/updated documentation will be available by the start date of any new/updated service.
- Documentation should be provided online and/or delivered directly to the portal provider.
- Workshops will be supported by appropriate material that will be made available at no cost for downloading from the Census web server.
Performance Indicators
- The WICID services will be available for 99.00% of scheduled uptime;
- Usage and helpdeskstatistics for each quarter will be submitted to the CRS within 7 working days of the end of that quarter and network statistics by 12 noon on the 10th working day of the end of that quarter.
- The network connection to the CIDER servers will be available for 99.00% of scheduled uptime.
Helpdesk:
- An initial response to all queries within 1 working day
- Resolution of 90% of queries within 5 working days
- Resolution of 98% of queries within 20 working days
- Periods of helpdesk closure will be notified 10 working days in advance.
Reporting
Quarterly Reporting:
- Usage of service (number of accesses) per licensed sites per month;
- Usage of service (unique user accesses, as far as can be determined by registration system) per licensed sites per month
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime.
- List of changes to interfaces.
- Unavailability of CIDER hosts owing to local institutional network. Start and finish, date and time of each incident of unscheduled downtime;
Helpdesk[1]:
- Number of enquiries that did not receive an initial response, including referral, within 1 working day;
- Number of enquiries unresolved after 5 working days;
- Number of enquiries unresolved after 20 working days
- Exception reporting of periods when the helpdesk systems are unavailable
- Exception reporting for b)and c);
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage, development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
A1.6 Samples of Anonymised Records Service
Description
The Centre for Census and Survey Research (CCSR) provides online access and user advice and support for Samples of Anonymised Records where these are available for redistribution and supports use of those datasets which can only be accessed by special licence. The data sets supported are as follows:
- 1991 1% Household and 2% Individual SARs available through CCSR website.
- 2001 3% Individual and 5% Small Area Microdata SARs available through CCSR website.
- 2001 1% Household SAR accessed through UK Data Archive under special licence.
- 2001 3% Individual and 1% Household Controlled Access Microdata Samples (CAMS), accessed and supported through ONS virtual microdata laboratory.
Specification:
The Samples of Anonymised Records Service performs the following activities with relation to the above data sets and any necessary updates. Data storage and dissemination responsibilities relate only to those datasets identified above as being held by CCSR. User support responsibilities extend to include the special licence versions held at the UK Data Archive. Additionally, the unit will endeavour to provide academic advice to users of the Controlled Access Microdata Samples (CAMS), accessed through the ONS secure microdata laboratory (where ONS are unable to provide sufficient support).
Storage of Data:
- Load the data sets and associated documentation and information (meta-data) and update and re-load when necessary.
- Store the data sets and re-store when necessary.
- Archive the data sets and re-archive when necessary.
- Quality assure the data sets prior to acceptance by ESRC.
- Inform ESRC of the results of the quality assurance.
- Work with the supplier (the Census Offices) of the data set to achieve a high quality product.
- A record will be kept of all transactions with the data set suppliers.
- Retain off-line archives of data sets and associated materials are to be retained indefinitely.
- Offer datasets to the UK Data Archive within three months of the end of the award
- Maintain an up-to-date log of problems associated with the data set. This may be inspected by the coordinator on behalf of ESRC, if required.
- Provide information to users on known problems with data sets and the timetable for their solution, as they occur.
- Keep records of all transactions with the data set suppliers, for inspection on behalf of ESRC, if required.
- Keep records of all archives held, for inspection on behalf of ESRC, if required.
User Access:
- Run a service for registered users to access the data set on-line on the award holders' server.
- Run a service for registered users to download the data set to their own workstation from the award holders' server.
- Run a more limited service for non-registered users (non-academic users) to access part of the data set. This is currently undertaken offline and CCSR may make a reasonable charge to recover the costs incurred in such redistribution.
- Make available suitable software on the award holder's server for users to extract subsets from the data set, in formats to be agreed.
- Make available suitable software on the award server for users to carry out analyses of the data set, in formats to be agreed.
Helpdesk:
- Provide a Helpdesk to deal with enquiries made by telephone, post, fax or email. The Helpdesk will respond to enquiries from both end-users and support staff within the UK HE, FE and research community.
Outreach, documentation and training:
- Provide training sessions on use of the data set for users.
- Provide training and awareness materials on the data set will be provided for site support staff and teachers to train local users.
- Provide self paced training materials for data set users and teachers will be provided.
- Carry out outreach and promotional activities within the education community to ensure a good coverage of all UK HEIs and to ensure that a broad range of subject disciplines are aware of and use the data set service
- Maintain good links with the community to ensure the data set service remains relevant to their needs.
Access to CCSR services is via the JANET network. CCSR servers are network available if they can be accessed via TCP/IP from a site outside the institutionally-maintained part of the national network. CCSR will collect and supply figures on network unavailability of CCSR servers due to local institutional network infrastructure.
CCSR will co-operate with the Programme Co-ordinator and other data support units to ensure the effective co-ordination of the programme as a whole. They will endeavour to comply with all reasonable requests from the coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. CCSR may refer to the coordinator for guidance on any aspect of service delivery or programme management.
CCSR will cooperate with the Census Portal Service to ensure that CCSR services are developed to maximise compatibility with user access through the Portal. CCSR will work with the Portal Service provider to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. CCSR will cooperate with the Portal Service provider in drawing up an annual schedule of training and outreach activities, and will contribute those agreed materials and resources relevant to its own datasets and services.
Service Levels
- The systems providing the service are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. All users should be informed via the WWW service and the Census Learning and Teaching JISCmail list.
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community.
Helpdesk:
- The Helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An answer-phone will record enquiries when the Helpdesk is not staffed.
- There is no helpdesk cover during bank holiday periods at Award Holder Institutions. Periods of limited Helpdesk cover will be notified in advance.
Outreach, documentation and training:
- New/updated documentation will be available by the start date of any new/updated service.
- Documentation should be provided online and/or delivered directly to the portal provider.
- Workshops will be supported by appropriate material that will be made available at no cost for downloading from the Census web server.
Performance Indicators
- The SARs service will be available for 99.00% of scheduled uptime;
- Usage and helpdeskstatistics for each quarter will be submitted to the CRS within 7 working days of the end of that quarter and network statistics by 12 noon on the 10th working day of the end of that quarter.
- The network connection to the SARs servers will be available for 99.00% of scheduled uptime. The institutional network infrastructure will have sufficient capacity to maintain local response times;
Helpdesk:
- An initial response to all queries within 1 working day
- Resolution of 90% of queries within 5 working days
- Resolution of 98% of queries within 20 working days
- Periods of helpdesk closure will be notified 10 working days in advance.
Reporting
Quarterly Reporting:
- Usage of service (number of accesses) per licensed sites per month;
- Usage of service (unique user accesses, as far as can be determined by registration system) per licensed sites per month
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime.
- List of changes to interfaces.
- Unavailability of CCSR hosts owing to local institutional network. Start and finish, date and time of each incident of unscheduled downtime;
Helpdesk[1]:
- Number of enquiries that did not receive an initial response, including referral, within one working day;
- Number of enquiries unresolved after 5 working days;
- Number of enquiries unresolved after 20 working days
- Exception reporting of periods when the helpdesk systems are unavailable
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage, development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
A1.7 Centre for Longitudinal Study Information and User Support Service (CeLSIUS)
Description
CeLSIUS provides user support and advice for access to the ONS Longitudinal Study, which is accessed through ONS virtual microdata laboratory[2]. CeLSIUS staff work to support users whose research proposals are approved by the LS Research Board in order to perform analyses and tabulations within the microdata laboratory and to prepare extracts for release to users under ONS special licence. CeLSIUS also undertakes a programme of outreach and user training for eligible institutions in relation to the ONS LS.
The management of the working relationship between CeLSIUS and the ONS LS team is covered by a separate Memorandum of Agreement.
Specification:
- Undertake a programme of training and awareness activities to promote academic research use of the ONS LS
- Provide web-based training materials and preliminary guidance to potential users who are seeking to prepare research proposals for submission to the LS Research Board
- Provide expert advice, support and assistance with data analysis for users whose research proposals have been approved by the LS Research Board
- Observing current ONS LS data security protocols and timescales, provide aggregated results to users and assist in the clearance of research outputs for publication and presentation
CeLSIUS will co-operate with the Programme Co-ordinator and other data support units to ensure the effective co-ordination of the programme as a whole. They will endeavour to comply with all reasonable requests from the coordinator or ESRC Case Officer to provide information or to resolve matters arising during the course of the award. CeLSIUS may refer to the coordinator for guidance on any aspect of service delivery or programme management.
CeLSIUS will cooperate with the Census Portal Service and work with the Portal Service provider to increase the volume of machine-readable metadata and training materials accessible through the portal and to maximise utility for end users. CeLSIUS will cooperate with the Portal Service provider in drawing up an annual schedule of training and outreach activities, and will contribute those agreed materials and resources relevant to its own datasets and services.
Service Levels
Website:
- The systems providing the CeLSIUS website are intended to be available 24 hours a day, 365 days a year with the exception of scheduled downtime.
- Maintenance is deemed 'scheduled' if 10 working days notice has been given to the user community. The service will inform all data set users directly of scheduled downtime.
- Exceptionally, downtime may be scheduled giving less than 10 working days notice if machine security is at risk.
- Exceptionally, downtime may be scheduled so that infrastructural University maintenance may be carried out. These will be scheduled so as to minimise disruption and extensive notice will be given.
- Appropriate notice of interface changes will be given to the user community.
- There are no updates for this service.
Helpdesk:
- The Helpdesk will be staffed from 09:00 to 17:00 on normal weekdays. An answer-phone will record enquiries when the Helpdesk is not staffed.
- There is no helpdesk cover during bank holiday periods at Award Holder Institutions. Periods of limited Helpdesk cover will be notified in advance
Performance Indicators
- The CeLSIUS website will be available for 99.00% of scheduled uptime;
- Usage and helpdeskstatistics for each quarter will be submitted to the CRS within 7 working days of the end of that quarter and network statistics by 12 noon on the 10th working day of the end of that quarter.
- The network connection to the CeLSIUS servers will be available for 99.00% of scheduled uptime. The institutional network infrastructure will have sufficient capacity to maintain local response times;
Helpdesk:
- Respond to enquiries by letter or fax within 5 working days.
- Acknowledge all email within one working day and respond fully within 5 working days.
- Periods of helpdesk closure will be notified 10 working days in advance.
Reporting
Quarterly Reporting:
- Usage of service (numbers of enquiries, applications, approved and supported projects)
- Usage of website (numbers of hits per month)
- Actual performance for indicator 'a' above showing the start and finish date and time of each incident of unscheduled downtime;
- Scheduled downtime (both advertised and used), showing the start and finish date and time of each incident of scheduled downtime
- List of changes to interfaces.
- Unavailability of website hosts owing to local institutional network. Start and finish, date and time of each incident of unscheduled downtime;
Helpdesk[1]:
- Number of enquiries by letter or fax that did not receive an initial response, including referral, within five working days;
- Number of email enquiries by email that did not receive an initial response, including referral within 1 working day;
- Number of email enquiries unresolved after 5 working days
- Exception reporting of periods when the helpdesk systems are unavailable
Six-monthly Reporting:
- Summary report of service delivery, usage, development and management provided to Census Programme advisory committee as set out in Section 5 of the Service Level Agreement;
Annual Reporting:
- Annual reporting of service delivery, usage, development and management provided to Census Programme coordinator and to ESRC as set out in Section 5 of the Service Level Agreement
ANNEX C Change Control Procedures
C1 Principles
C1.1
Where the ESRC or a data support unit see a need to add a new service* or remove an existing service* or propose a significant change to the service levels for existing services*, the ESRC may at any time request, and the unit may at any time recommend, such a change only in accordance with the Change Control Procedures as set out at section 2 of this annex.
* ESRC funded or ESRC co-funded services only
C1.2
Neither ESRC nor the data support unit shall unreasonably withhold its agreement to any change.
C1.3
Until such time as a change is made in accordance with the Change Control Procedure, the data support unit shall, unless otherwise agreed in writing, continue to supply the service, as if the request or recommendation had not been made.
C1.4
Any discussions which may take place between ESRC and a data support unit in connection with a request or recommendation before the authorisation of a resultant change to the services shall be without prejudice to the rights of either party.
C1.5
Any work undertaken by a data support unit, its subcontractors or agents, which has not been authorised in advance by a change to the services and which has not been otherwise agreed in accordance with the provisions of paragraph 1.3 of this Annex shall be undertaken entirely at the expense and liability of that data support unit.
C2. Procedures
C2.1
Discussion between ESRC and a data support unit concerning a change to the services shall result in any one of the following:
- no further action being taken.
- a request to change the services by the ESRC; or
- a recommendation to change the services by the unit.
C2.2
Following result b) or c) above, the ESRC Case Officer will co-ordinate the preparation of a Change Control Request (CCR). The CCR shall, as a minimum, detail the following information;
- the title of the change.
- the originator and date of the request or recommendation for the change.
- the reason for the change;
- full details of the change including any specifications;
- a timetable for implementation.
- the price, if any, of the change, including any recurrent implications;
- a schedule of payments if appropriate;
- details of the likely impact, if any, of the change on other aspects of the services;
- the date of expiry of validity of the CCR; and
- provision for signature by the ESRC the data support unit.
C2.3
The ESRC Case Officer will circulate the CCR to other units to allow them to consider the impact of the change. Responses will be required within 10 working days.
C2.4
Two copies of the CCR, in hard copy format, shall be prepared, for signature by both parties, each party retaining one signed copy. The CCR will normally be signed by both parties within one month of receipt of the document.
C2.5
A CCR signed by both parties shall constitute an amendment to the Service Level Definitions.
ANNEX D Compliance with the Data Protection Act
D1 Background
D1.1
The 1998 Data protection Act defines Personal Data very widely, and it is assumed that the data held about individuals who request and receive mailings via particular mail distribution lists must comply with the Act.
D2 Liabilities
D2.1
In carrying out the Services defined in this SLA, it is agreed that the Data Controller is the Economic and Social Research Council (ESRC) and that the data processor is the Census Portal Service on behalf of ESRC
D2.2
The Economic and Social Research Council confirms that it is registered as the Data Controller under the 1998 Data Protection Act, and that the services defined in this SLA are covered by that registration.
D2.3
Census Portal Service undertakes to carry out its responsibilities as data processor on behalf of ESRC in accordance with the Data Protection Act 1998.
D2.4
Census Portal Service undertakes to provide sufficient guarantees in respect of the technical and organisational security measures governing the processing to be carried out and uses its reasonable endeavours to ensure compliance with these measures.
D2.5
Provided that Census Portal Service is able to demonstrate that it has fully complied with its obligations as data processor on behalf of ESRC throughout the period of this agreement, ESRC confirms that it will indemnify Census Portal Service against all reasonable costs which Census Portal Service may incur as a consequence of a claim, allegation or finding, during the agreement period, that Census Portal Service has failed to comply with a provision of or obligation under the Data Protection Act 1998
Annex E Census Portal address
The Census Portal Service will maintain the http://census.ac.uk address for the support of the Census Programme, but agrees not to assert ownership and when their award ends will surrender it back to the ESRC or any institution the ESRC may nominate.
[1] When counting response times the clock should stop once the enquiry is resolved or when ownership of the query is transferred to another unit or organisation for resolution.
In instances were ownership of an enquiry remains with the Data Support Unit (DSU) which received the enquiry, but requires information from another unit or organisation, the clock should not stop pending a response from the third party. As the DSU who received it has responsibility to ensure the enquirer is kept up to date on progress and the third Party is chased if necessary.
[2] CeLSIUS will provide face to face support to users in London. Users accessing the LS from ONS regional office will be provided with remote support and be encouraged to visit London at the start of their project for initial face to face support.
