Tag Archives: Serco

Email chaos for families waiting for school admissions news

The date of March 1 was hovering over tens of thousands of families for months: it was National Offers Day, the day we would, at last, find out the future of our children’s secondary education.

After months of uncertainty – compounded by the problems many parents in Walsall experienced when the Schools Adjudicator changed the admissions criteria for one secondary school one week before the preference form deadline – we were ready for the outcome.

Serco, the organisation that runs education services in Walsall, had set up an email notification system for those parents who wanted to know as early as possible which secondary school their child would be attending.

There would, we were assured, an email dropping into the inbox at approximately 00.01 on Monday, March 1.

It beat waiting another day for the news, so I duly signed up.

Many parents kept themselves awake and sat at their computer at midnight, nervously waiting to open their email accounts. (I didn’t; I fell  asleep, despite efforts to stay awake.)

It was 00.01. Nothing. They waited and refreshed the incoming mail box. Nothing. 00.10; 00.15; 00.25; 00.45; 01.00. Nothing, nothing, nothing.

After a fitful night, I eventually reached for the laptop at 5am. Nothing? This can’t be right. There was a slight wave of panic: did I fill in the form correctly? Did I ask for email notification? I checked my print out. Yes, everything was in order.

So where was it? It was not until 7.30am that friends began to text each other. No one had received the promised email.

The children started to worry; we became anxious. It had worked last year, why not this?

It seems Walsall was not the only place to experience technical hitches.

In Northamptonshire, more than 5,000 parents hoping to be able to log onto the education website run by Capita on Monday morning found it had crashed and were unable to get the news they were after.

In Nottingham there were similar technical problems, which left parents chewing their nails until 3pm when the hitch was sorted out and emails were eventually sent.

Thousands of anxious parents in London and Surrey were left without the news they had been waiting for after Pan London Admission Systems, a website for the 33 London boroughs and Surrey, also suffered problems.

In the grand scale of things, these types of hitches might be considered small fry – and anyone who has not gone through the process might well scoff at parents over-reacting.

Believe me: once you are embroiled in the whole procedure, any delay is unbearable.

Perhaps a better way should be introduced. Instead of the piecemeal, drip-drip leak of information of who has a place where, perhaps letters should be sent to primary schools who should then distribute them to parents and carers on a single day at a given time.

I suspect there will never be an entirely fool-proof system, but this year has proven that technology isn’t the be-all and end-all.

Serco has yet to comment about its technology failure.