Recommendations

School Council Email IT Support – PIAC Motion

January 16, 2022

PIAC passed a motion asking for solutions for the difficulty School Councils are having accessing and operating their TDSB Email accounts.

With important communication tools attached to these accounts and communication channels hindered when the accounts don’t work, PIAC is looking for Board support to solve the numerous technical issues going unresolved for years. Our motion requests the following:

  • Reporting on the number of accounts successfully activated
  • A plan for resolving the IT backlog
  • The Board prioritizes support to have these accounts in working order at all times
  • Regular reporting and follow-up on the status of SC email accounts 

As of April 2022, the Board has

  • Hired a full-time staff member in IT Services to support SC Chairs with account issues including access, email, Zoom and School Messenger
  • Changed the intake process for technical issues:  school office staff will submit a ticket to IT Services for any SC Chair issue through ServiceIT portal (the same process used for all other IT-related issues)
  • Processed backlog of over 350 requests for assistance dating back to September 2021
  • Created a ServiceIT Dashboard to monitor current Incidents and requests
  • Put IT systems in place to proactively support School Council Chairs every year