02. Customer Service

Overview

Once logged in you will see the Certification Body dashboard.

 

This dashboard shows you the Certification Bodies that your ACE account is linked to.

 

In order to proceed, select the Certification Body by clicking on the appropriate box. This will take you to the Entered tab within ACE.

 

If you are within one Certification Body area on ACE you are able to swap by selecting the dashboard tab at the bottom of every page. This will then allow you to return to the dashboard landing page and allow you to go to other Certification Bodies.

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Reporting

Due to a number of Centres not yet registered for Super Centres on ACE 2.0 we regret that the reporting tools on ACE are not functioning correctly for all users.

If you have registered your Super Centre(s) on ACE 2.0 but you think your reports are incorrect please contact the ACE Support Team as it is possible one of your old Centres has not been linked to your new account.

And if you have not yet registered for Super Centre access please do so as soon as possible here.

If you have confirmed with the ACE team that all of your old Centres are now linked to new Super Centre(s) you will be able to download accurate reports from the ACE Dashboard.

 

ACEreports

 

These reports are some basic commonly requested reports, however once all old Centres have been registered with new Super Centres on ACE 2.0 the Federation will be offering a new bespoke reporting services which will allow you to design your own reports. More information on these bespoke reports will be available on the ACE website shortly.

 

Overview

Once you have selected the CB on the dashboard you will be directed to the Entered tab within ACE and see this image with the following options:

overview

 

1. Entered – View, Add or Bulk Upload apprentices.

2. Rejected – View and update apprentices for certification.

3. Pending Certification – View apprentices awaiting certification.

4. Certificate Approved – View apprentices that are waiting for their certificate to be printed. Once they have been printed the apprentice will be removed from this folder.

5. Certificate Printed – This tab is where all of the apprentices that have been certificated will be archived. You can access and search for apprentices within this tab.

6. Notifications – View messages from the Federation and Certification Bodies about system/certification process changes or updates.

7. Show Advanced Search – Once selected this will allow you to view the search facility options and will appear under every status tab (1-5). Once you have finished your search you can hide the search box again by selecting the Hide Advanced Search button.

NB:- The numbers in brackets, on each of the tabs, indicates the number of records currently active within each of the tabbed categories.

ADDITIONAL OPTIONS – along bottom of screen

8. Top – Takes you back to the top of the current screen.

9. Contact Us – Contact details for Federation for Industry Sector Skills and Standards, managers of ACE.

10. Users* – Allows users of ACE to be created. More information can be found on here.

11. Organisation Details* – Check organisation details

12. Search Tools – You can use the search tools to filter information. More information can be found here.

*Only visible to Centre Admin User

ACE User Manual

There are several people in my organisation who need access to ACE, do we all need to register?

No, only one person per Training Provider, College or Employer (known as a “Centre”) needs to register. They will be set up as an Administrator account for the organisation. They will be issued with an ACE username and password. The Administrator (super user) will then be able to create and manage individual username/passwords for other users within their organisation.

I need to create more users but the system won’t let me.

If additional user accounts need to be added then the Centre User will be able to set up accounts for colleagues to access the system.

 

For more information on how to add users, see How To Add / Edit Users

How To Add / Edit Users

To add a new user:

 

— Select the Users Tab and click Add User‚.

 

— Enter all of the information ensuring that the contact details are correct.

 

— Once complete, select Create Item.

 

Note: in order for the new user to see apprentices within ACE you will need to assign CBs to the account (see Linking Bodies for further details).

 

To edit an existing User:

 

— Double click on the username and amend the detail, then select Update Item.

 

The option for read only allows you to provide colleagues access ACE but block access to apprentice records. They will only be able to access the reporting functionality of the system.

 

3.1 add edit users

 

REMEMBER

Please note only Centre Admin logins can add and amend User details.

I haven’t received my username and password.

If you have yet to receive your ACE login details, please contact the ACE Support Team:

 

Phone: 0844 573 2560

 

email: ace@fisss.org

 

 

How to Disable User Accounts

Within the ACE system you are able to disable ACE user accounts. This will keep the history of the user’s activity but will mean that they no longer have access to the system. Only the Centre Admin User can make these changes – this is the person who registered with ACE.

 

To disable an account:

 

• Double click on the User to open the record.

 

• Click on the drop down arrow next to User Status and select Inactive‚.

 

• Click Update Item to save changesƒ.

 

The Centre Admin User is able to update their own name and email address details but the log in details are set by the system. If you need to update the Centre details open the user account amend the required details and then select the update item button.

 

disable user accounts

How to View & Amend Organisation Details

This screen is where you can view the organisation details, such as your postal and email addresses. If there are any amendments required please update the details in the form and click the Update button.

 

Please ensure you keep you contact details up-to-date so we can contact you if need be.

 

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I’ve forgotten my username / password.

If you have forgotten your password, click on the Forgotten Password link, next to the login button. Enter your username and email address that was used to register your ACE account and a link to reset your password will be sent to that address.

 

If you have forgotten any of the required details, then please contact the ACE Support Team.

 

 

Linking Certification Bodies

To link with Certificaton Bodies you will need to go to the organisation details page and then select the linked bodies tab.

 

Once in the linked bodies tab you will see a list of the Certification Boides. Select the Certification Bodies that you want to work with or deselect any that you do not work with (please note that you can only remove assocations with Certification Bodies if you have no apprentices registered with that account). Once you have the correct Certification Bodies selected you will need to select the update button which will save the Certification Bodies and display these on your dashboard.

 

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Can I change my password?

To update your details including usernames and passwords, please see How To View & Amend Organisation Details

 

Individual Administration Certification Body Access

The Centre Admin user can control the Certification Bodies each user works with. The Centre Admin user can do this by going into the individual user details and selecting the linked bodies tab. This will bring up a list of the bodies that your centre is linked with. You can then use the tick boxes to select the Certification Bodies. Once you have selected those the administrator works with, select the update item button.

 

This can be done per user which will allow those with large teams to assign certain Certification Bodies to admin staff.

 

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How to Add A Single Apprentice

STEP 1 OF 3

 

There are two ways to add an apprentice – one at a time using the form or a bulk upload via a CSV file. To add a single apprentice, ensure that you are in the Entered Tab, click Add Apprentice button.

 

add single appren 1

 

STEP 2 OF 3

 

The Apprentice record is now ready to be completed:

 

— Basic Information

— Employer Details

— Identifiers (NI Number and other unique identifiers in relation to the apprentices, the ACE number is generated by the system once the record is created)

 

If the apprentice is over 19 and has completed the Apprenticeship in less than 12 months you will need to ensure that you select the RPL field. Once you have done this you will have to declare that you have the appropriate evidence for the apprentice RPL and claimed appropriately with an Awarding Organisation.

 

Once all of the mandatory fields have been completed (these are marked with a * ) select Create Item . This will then reveal 3 new tabs:

 

— Framework

— Status

— Certification Evidence

 

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STEP 3 OF 3

 

FRAMEWORKS

Select the frameworks and the components completed by the apprentice (you can either select the framework from the drop down list or start typing the framework name which will reduce the list. So for office management frameworks, typing office in the framework box will bring up a list of office management frameworks both blueprint and SASE). You will also need to complete the ERR and PLTS declarations where possible.

 

STATUS

This tab shows the Status of the Apprentice. When you add an Apprentice it will automatically be given the status Entered.

 

CERTIFICATION EVIDENCE

The framework and the components selected will determine which evidence is required for certification. There is further explanation of uploading certificate evidence in Adding Evidence.

 

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Previously I have been able to log in but now I am getting an error message saying:- “Login Failed”.

If you have been issued with a username and password and have previously been able to access ACE but can no longer log in, then you may have made a mistake typing in your details. Please re-check and try again.

 

If you continue to have problems then this may be because your ACE account has been disabled.  This could be because you have updated your contact details or a Certification Body needs to confirm something with you before proceeding with the certification process.

 

Please contact the relevant Certification Body directly to discuss further.

Bulk Upload Apprentices

The Bulk Upload facility allows you to add multiple apprentices at once, auto-filling the apprentice and employer details.

 

There are two file types available, a CSV or Excel file. We recommend the use of the Excel file as this is generally easier to enter the data. This must be saved as a CSV file before loading to ACE. For more detailed guidance please refer to the training manual for Bulk Uploads.

 

Once the file has been loaded to ACE you will need to enter the framework details for the each apprentice.

 

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Previously I have been able to log in but now it clears my username and password without displaying an error message.

As the ACE system is updated on a weekly basis we recommend typing the https://acecerts.co.uk URL into the address bar of your browser every time you want to access ACE. Often when you save the URL in your favourites tab, or try accessing ACE from a link in an e-mail, your computer will try to access an older version of the system. Please clear your cookies and cache from your browser and try opening ACE again.

 

If you continue to have problems logging in then please check your computer ACE compatibility here.

And if problems persist then please contact:

The ACE Support Team on 0844 573 2560 or ace@fisss.org

Searching For An Apprentice

Across all of the top level tabs you will be able to search for apprentices. In order to do this you will need to open the search facility by selecting the tab ‘show advanced search’ which will reveal the search facility.

 

There are a variety of search options available, using both text and drop down menus. This allows you to set the required search criteria. You can search by:

 

. Apprentice Forename/Surname

. Date of Birth (range)

. Identifiers (ACE No. or NI No.)

. Status (any or specific)

. Framework/Pathway

. Entered date (range)

. Certification Date

 

When you have set your required search criteria click the Search Button. If you have made any errors with the search criteria you can select the reset fields option. You can hide the search facility again by selecting the hide advanced search facility button.

 

Or click the Magnifying Glass ‚to reveal the Find option. The drop down menu allows you to search by:

 

• Surname

• Forename

• NI Number

 

Once you have entered your search criteria you must then press the enter key to initiate the search.

 

To navigate between pages you can use the blue arrow keys or type in the white box area to specify a page.

 

The displaying information text shows how many items there are in total and what page is showing.

 

searching for an appren

I log in and the screen is blank.

Your firewall is blocking access to the website; you will need to update settings to allow access and add ACE to your whitelist.

 

If you continue to have problems logging in then please check your computer ACE compatibility here.

 

If problems persist then please contact the ACE Support Team on 0300 303 4444 or ace.helpdesk@fisss.org

Adding Evidence

The Certificate Evidence tab provides a list of all evidence requirements based on the framework selection under the frameworks tab.

 

Evidence needs to be loaded separately next to each stated requirement and to do this select the browse/choose file (dependent upon browser used) at the bottom of the page. A pop up will open where you can select the appropriate file

from your system and click on the open button. At this point you will need to select where you

would like this evidence to sit. Some evidence may be used multiple times (such as PLR or GCSE certificates) and where this is the case please select the relevant boxes under the action column‚. Once the boxes have been selected, press the upload buttonƒ. This will ensure that the evidence is loaded against these requirements.

 

REMEMBER
Please note the maximum file size is 3Mb. Any larger and the system will not accept the upload.

 

adding evidence

Submit An Apprentice For Certification

Once you have uploaded all evidence, go to the Status tab and change the status to Pending Certification. This will open a validation box where you can check:

 

— Mandatory fields have been completed.

— All evidence has been uploaded.

— Completion date has been entered.

— Any missing information will be highlighted in red.

 

The 10-day turnaround time starts from the date the apprentice is submitted for certification. You can view this int the days elapsed column on the Pending Certification page.

 

Once you have submitted the apprentice you will be unable to amend any of the information within the record unless the request is rejected. If you need to make any changes at another status you will need to contact the Certification Body.

 

It may be that they will need to reject the claim in order for you to rectify any issues that you have noticed as we are no longer able to reset requests to the entered status.

 

In order to submit certification requests your organisation will need to have set up a Finance User profile on the Central Payment System. If you do not have an account or need further guidance please email: cps@fisss.org

 

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When the Certification Body has reviewed the submission, they will change the status to one of the following:

 

• CERTIFICATE AUTHORISED

 

This means that the Certification Body is satisfied that all of the components within the Apprenticeship Certificate claim have been successfully completed by the apprentice. The certificate is now ready to print, once the certificate has been printed the apprentice record will be removed from this tab and the status will say certificate printed.

 

• REJECTED

 

This means that the Certification Body is not satisfied that all of the components within the Apprenticeship Certificate claim have been successfully completed by the apprentice. The reason for the rejection will be e-mailed to the main Centre Admin User and the person who submitted the submission. Refer to Manage Rejected Apprentices for further information.

 

appren how to - cert auth and reject

 

 

REMEMBER:
Please note it is important to keep email addresses up to date on the system so you don’t miss the notifications.

Print / Exporting Apprentice Data

Once you have completed a search in any status tab, you may have a list of apprentices. You can use the drop down to select a number of apprentices to print (up to a maximum of 100).

 

• Select Print View ‚to print the list view of the selected number of Apprentices

 

• Select the Export All button ƒto export the apprentices listed on screen. This will open as an Excel spread sheet.

 

REMEMBER

We recommend that you limit the list for printing or exporting to 100 apprentices as anymore may slow the system down.

 

print export data

Manage Rejected Apprentices

The Rejected tab allows you to view all of the Apprentices that have been rejected for certification, by the Certification Body. The number in brackets on the tab indicates the number of Apprentices that are currently in this category.

 

• To view a rejected Apprentice, double click on their name and their record will open‚.

 

• Click on the Status Tab ƒand the Status History will be displayed.

 

• Click on Rejected Request „and the date of, and reason for rejection will be recorded.

 

• Once changes have been made, return to the Status tab.

 

• You are able to add additional comments to the rejection history in the comment box and select Add Comment …before navigating away from the page.

 

• Once the changes have been made, re-submit the apprentice in the Status tab.

 

manage reject appren

Manage Apprentices Awaiting Certification

The system prevents two users editing an apprentice’s record at the same time. This will appear as being Locked. The second user to open the record will be presented with a read-only view‚.

 

You can see who has the record open under the apprentice tab. If that person is unavailable then please contact the ACE Support Team to unlock the record.

 

 

appren awaiting certs

 

View Pending Certification

• The Pending Certification tab  allows you to view all of the Apprentices that are awaiting certification. The number in brackets on the tab indicates the number of Apprentices that are currently in this category.
You will be able to see how many days have elapsed since submission in line with the 10-day turnaround‚.

pending cert tab

 

 

Checking Evidence & Changing The Status

If there are queries raised by either the Centre or Certification Body regarding certain pieces of evidence the Federation have the final say.

 

The Federation will look at the evidence on the system and if accepted will add a note under the individual evidence to provide clarity on why the evidence has been accepted and this will be locked so that the Centre is unable to amend the evidence once accepted. This could happen prior to the Certification Body reviewing the evidence but you will be able to see the comment added by the Federation.

View Certificate Approved

• The Certificate Approved Tab allows you to view all of the Apprentices that have been authorised for certification and waiting for their certificate to be printed. The number in brackets on the tab indicates the number of Apprentices that are currently in this category.

 

View Certificate Printed

• The Certificate Printed tab will give you the option to see when the apprentice has been certificated. This status may also be referred to as the archive status as once here the apprentices records will remain in this status.