You may have been alerted to a change to your My Account in the near future, this is an important change to all users who manage Capita products for their schools.  The change will start in December 2019 and complete in Spring 2020, the full message offered including a link to FAQ’s is outlined below.  Thanks

*Update* Account migrations are starting to take place, so further messages may be with you shortly ** – 12th Dec

New Customer Portal coming soon

As part of the wider Capita business transformation programme, the ESS Support Service Desk is moving to ServiceNow.  ServiceNow is a market leader in its field and will provide simplified and streamlined processes, enabling the desk to work more effectively.  It will enable us to share and collaborate in a more straightforward way and enhance the service desk experience for our customers.

ServiceNow also includes a customer portal which provides Knowledgebase, Communities and Forums.  So as part of this project, we will transition these from MyAccount to ServiceNow.  Our customers frequently raise their frustrations regarding the search capabilities of MyAccount and ServiceNow will provide much-improved user experience, including the ability to just ‘Google’!

 When is this happening?

The migration to the new Customer Portal will be carried out in a phased approached with the Capita Service Desk moving by the end of December 2019.  There are some key elements that need to be in place for ‘Go Live’ and these are well under way.  Further MyAccount functionality will be migrated in the coming months, with the aim that we will migrate fully by Spring 2020.

What does this mean for you?

As a MyAccount user, if you have logged into MyAccount since from November 2018 we will automatically create you a log in for the new portal.  This will be sent to you via email prior to the portal going live.

We will send further information, previews and videos, in the coming weeks but in the meantime click here to view our customer FAQ which we hope you will find useful.

Kind Regards

Capita Education Software Services Team