August 2013 Performance Report

RM Education

Stoke BSF and Stoke CIS

Performance Summary – August 2013

• Due to the summer holidays, all of the call volumes this month are much lower than previous months; this is to be expected. The number of calls open at the end of the period decreased to 95 as many issues were closed down which had been logged as Summer jobs. However, a proportion of calls were carried over as we were unable to gain access, either physically or to the customers who logged the issues. The high level of ‘double carry over’ calls is an indication of this and more detail is further down the report. Many of those calls have since been completed.

• 2 Customer Satisfaction surveys completed with an average score of 4

• The FTF rate is 25% this month. This is lower than previous months but a drop is always expected in Summer

Helpdesk

RM dealt with 432 support requests in August 2013

• 250 new requests• 182 carried over from last month

25% of calls were fixed first time

337 calls were closed

95 calls outstanding, of which 32 are awaiting customer action, and 3 are awaiting customer closure.

Trend Analysis Calls (RM)Sep 12 Oct 12 Nov 12 Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May 13 Jun 13 Jul 13 Aug 13

1410 1109 834 517 989 910 1016 1337 1405 1217 942 43244 260 145 157 115 158 163 114 218 180 147 182

1367 849 688 360 874 750 853 1223 1187 1037 795 2501151 965 679 402 831 744 901 1119 1226 1072 759 337260 144 155 115 158 164 115 218 179 145 183 95

Brought ForwardRaisedClosed

Carried Over

No. Open Within Period

Top Reasons for Calls

Based on closed calls

Number %

Learning Platform 64 25.50%

Changes 23 9.16%

SIMS 20 7.97%

Unmanaged Devices 19 7.57%

Advice 17 6.77%

Key Performance Indicators - RMTarget Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Aug-13

CIS1 Internet Access & Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS2 Email Availability 0 0 0 96 0 0 0 0 0 0 0 3 0 0 0CIS3 WAN Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS4 Learning Platform Availability 0 0 0 6 0 14 0 0 0 0 0 0 0 0 0

KPI2 Fast Access 0 0 0 1 0 0 0 0 0 0 0 0 1 0KPI3a Call Response time 95% 96% 100% 88% 99% 99% 93% 90% 94% 95% 97% 97% 96% 96% 100%KPI3b Web Enquiries 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI3c Call closures - High Prority 95% 85% 100% 60% 85% 92% 94% 95% 99% 92% 95% 92% 95% 99% 100%KPI3d Call closures - Low Prority 95% 100% 100% 95% 86% 95% 96% 95% 99% 99% 97% 94% 96% 96% 100%KPI3e Call Closures - Inconvenience 95% 85% 67% 93% 97% 95% 90% 94% 93% 97% 95% 95% 97% 100% 100%KPI3f Call Closures - Learning Platform 95% 100% 93% 90% 93% 94% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI3g Call Closures - Administrative 95% 97% 100% 83% 96% 98% 100% 99% 99% 100% 94% 95% 92% 96% 100%KPI19 Disposal of redundant equipment 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

KPI5 Response to network security Incident 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI6 Protection against malicious intent 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI8 Restoration of any user data 0 0 0 0 1 0 0 0 0 0 0 0 0 1 0

KPI4 User software revisions and upgrades 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI7 Management Assessment 75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI16b Results of user satisfaction surveys - CIS 75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

KPI17 Compliance with H&S 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI18 Compliance with DDA 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI20 Asset Management 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI23 DR and back up tests 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

PenaltiesAugust 2012 £2,806.79

September 2012 £12,670.62

October 2012 £4,136.63

November 2012 £6,778.24

December 2012 £3,694.66

January 2013 £3,226.07

February 2013 £2,686.77

March 2013 £2,849.61

April 2013 £2,829.68

May 2013 £4,087.76

June 2013 £3,043.90

July 2013 £2,315.45

August 2013 £1,626.57

Customer Satisfaction

• Figures are from Net Promoter

Sep 12 Oct 12 Nov 12 Dec 12 Jan 13 Feb 13 Mar 13 Apr 13 May 13 Jun 13 Jul 13 Aug 13

6.40 0.00 10.00 7.86 8.14 9.25 7.13 8.17 8.50 6.17 5.50 4.005 1 1 7 7 4 8 12 4 12 6 2

32 0 10 55 57 37 57 98 34 74 33 8No. SurveysTotal Score

Monthly Average Score

Network Stats for August 2013

…to follow from LA…

Focus Areas for Next Month

1) Managed Service

Reduction in carried over calls and general improvement in Service Levels and KPI’s, as well as the first month of service for the five new sites.

 

2) Primary MS

Ensure the Primary Service is stable and reduce overall call volumes

3) Resource Plan

Finalise and issue the resource plan to the LA, and then onward brief the schools.

 

Focus Areas for Next Month cont.

4) Boot up times.

Finalise the WOL set up and re-test boot up times.

 

5) Amended reporting for Primary.

 

Further amend the reporting set for the Primary Service where required.

 

6) Annual Report

 

Need to issue draft report for Annual Survey and Survey Results. Include Resource Plan and Boot Up times in the summary and actions.

.

Reports

Will be published on the Learning Platform, BSF workspace

http://tinyurl.com/BSFDocs