There are many ways to contact ICT & Digital depending on what you would like to do:
| Type of query | Contact details |
|---|---|
| Incident | Tel: 024 7678 6620 Email: schoolsict@coventry.gov.uk |
| Service request | Tel: 024 7678 6620 Email: schoolsictrequest@coventry.gov.uk |
| Course booking | Tel: 024 7678 6620 Email: simscoursebooking@coventry.gov.uk Web: www.coventry.gov.uk/schoolsict |
| General enquiry | Tel: 024 7678 6620 Email: ictschoolreply@coventry.gov.uk Web: www.coventry.gov.uk/schoolsict |
| SLA queries | Tel: 024 7697 5493 Email: ictschoolreply@coventry.gov.uk Web: https://oneplace.coventry.gov.uk |
| Complaints and compliments | See below |
We have produced a poster which you can download with all of our key contact information on.
Opening Times
| Day | Opening times |
|---|---|
| Monday – Thursday | 8am – 5pm |
| Friday | 8am – 4.30pm |
Closure Days
From time to time we have to close the service.
- The service will not be available on English Public Holidays.
- The service is not available on weekends or outside of the opening times provided in section 4.2.
- The service will not be available between 25 December and 1 January (inclusive).
Out of hours service
We don’t provide cover out of hours service. However, high-profile city-wide incidents (e.g. Internet access down) can be reported to our out of hours support service by calling our service desk on the usual number.
For any other requests, which ICT & Digital do not consider to be high priority, the customer will be asked to call back when the service reopens. Alternatively, these requests can be made via email and will be completed when the service reopens.
Compliments
ICT & Digital welcome compliments and complaints on our services. If you have received particularly excellent service and would like to comment please do so by emailing one of our Operational Delivery Managers at odm@coventry.gov.uk
Escalation procedure
If something has gone wrong, please let us know using the following procedure:
Telephone the service desk on 024 7678 6620 with your reference number ask to be connected to the team leader who is responsible for your issue.
If the team leader has been unable to solve your problem, they should direct you to an Operational Delivery Manager (ODM) – an ODM can be contacted by emailing odm@coventry.gov.uk or by telephone to the Service Desk on 024 7678 6620.
If the team lead and ODM have been unable to address your concerns please contact Paul Ward the head of ICT and Digital by email to paul.ward@coventry.gov.uk or by telephone through the ICT Service Desk on 024 7678 6620.
Complaints
Should you wish to make a formal complaint about our service, please do this in writing to paul.ward@coventry.gov.uk or by letter to Paul Ward, Head of ICT and Digital, ICT & Digital, Coventry City Council, PO BOX 15, Council House, Coventry, CV1 5RR.
We aim to acknowledge your complaint within 3 working days and aim to send a final response within 10 working days. If we are unable to meet these standards, we will write to you to let you know when we will respond.