emPSN - East Midlands Public Services Network embc 01604 879869

Membership and Customer Benefits

It is a requirement of emPSN as a public sector body, that all of our school customers become members. This is to ensure that we are compliant with EU/UK procurement regulations. This means that school auditors will accept if a school purchases through us as there is no need to go through a procurement process. If a school is part of a Local Authority, the LA can be a member on behalf of the school.

Membership Benefits:

  • Connection to the emPSN framework and brokerage agreements with suppliers to achieve preferential rates
  • Protection by the emPSN firewall and firewall services
  • Connect directly to other emPSN sites, without going over the Internet so you remain within the safety of the network
  • Access to NEN resources, only available to connected schools
  • Have a national voice through the National Education Network (NEN) to which emPSN are a part of, working with industry, government and safeguarding agencies
  • Access British Pathe downloads without cost, watermark or advertising
  • Access to Listening Books and the range of publications they have chosen for emPSN schools
  • Access to Audio Networks, soundtracks for educational purposes
  • Connect to other sites on the Janet network directly ie. Google, BBC, Microsoft (Jisc peering).
  • Part of the emPSN community; you can share access to sites, share resources and share premises across one single safe network
  • Invited to our events and receive our customer bulletin
  • Company ownership
  • Ability to attend and vote at the AGM if you wish to do so
  • Mini competitions can be run on schools’ behalf
  • Tenders can be put out
  • Escalate your concerns

Customer Care

emPSN aims to provide all members and customers with excellent customer care and expects the same from all its suppliers. The standards emPSN aim to achieve within the team are:

Telephone

01604 879869

To answer the telephone within 20 seconds during normal working hours (9am – 5pm Monday to Friday). If a member of staff is not available their telephone should be answered by a colleague within the target time or in the rare occasion this is not possible during working hours, the call will be transferred to voicemail. We will respond to voicemail within 24 hours.

Email

empsn@empsn.org.uk

To respond to emails sent within 24 hours during normal working hours (9am-5pm Monday to Friday) and ensure that within the response provided customers are given a named contact of the member of staff dealing with the issue.

Twitter

@empsn

To keep a regular eye on our Twitter account. If you have any comments you wish to make, please leave us a tweet and we shall respond. Please follow us on Twitter as we regularly update our Twitter account with useful information about emPSN, our suppliers and our services.

In Writing

4 Prospect Court,
Courteenhall Road,
Blisworth,
Northamptonshire,
NN7 3DG

To respond to any written queries within three days of receipt, resolving the issues raised if possible. If for any reason the issue cannot be resolved immediately, we will inform you of the time scale in which you can expect to receive a response and ensure that within the response provided customers are given a named contact of the member of staff dealing with the issue.

Face to Face

4 Prospect Court,
Courteenhall Road,
Blisworth,
Northamptonshire,
NN7 3DG

To ensure that the office building is accessible, greet visitors and introduce ourselves, respect your privacy, offering a private room for discussions, listen to you and respond to your needs, be welcoming, courteous and helpful at all times, deliver an effective service to customers with different needs.  All our customers have the right to expect the same level of service. We will be careful not to make assumptions about people’s needs and will consult with them to identify their needs. We can also come out to see you if this is easier. Just get in touch.

Customer Compliments and Complaints

emPSN are always delighted to hear compliments about any aspect of our services and likewise, the company takes complaints very seriously. If you would like to leave a compliment or make a complaint, please email empsn@empsn.org.uk or call 01604 879869. Please ensure that you provide the following information:

  • Name
  • Name of the school
  • School address
  • Date of the compliment/complaint
  • Details should include the company you are informing about, dates, activities undertaken by yourself and/or company, call references to the support desks concerned (if relevant), names of those involved in dealing with the incident and details of what you are dissatisfied with. (If it is a complaint, you will normally need to have followed the supplier’s escalation route defined in their Service and Operations Manual, before raising the complaint with emPSN).