March 2013 Performance Report

RM

&

Business Technology

Performance Summary – March 2013

• Call Volumes rose this month due to issues at Haywood, however call volumes at other sites were generally comparable with the previous month.

• The number of calls carried over is at 115. 30% with RM and 70% with the customer for further action or closure

• Eight Customer Satisfaction surveys completed with an average score of 7.13

• The First Time Fix rate is at 58% which is higher than average but in line with recent months, owing to the change in call focus from Easymail and LP towards the BSF calls.

Helpdesk (RM)

RM dealt with 1016 support requests in March 2013

• 853new requests• 163 carried over from last month

58% of calls were fixed first time

901 calls were closed

115 calls outstanding, of which 59 are awaiting customer action, and 21 are awaiting customer closure.

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

196 278 312 278 138 1410 1109 834 517 989 910 101668 98 80 76 55 44 260 145 157 115 158 163128 180 232 202 83 1367 849 688 360 874 750 85398 201 238 223 94 1151 965 679 402 831 744 90198 77 74 55 43 260 144 155 115 158 164 115

Brought ForwardRaisedClosed

Carried Over

No. Open Within Period

Top Reasons for Calls (RM)

Based on closed calls

Advice - 115Teacher Workstation - 103

Admin Tasks - 84Unmanaged - 70User Issues - 57

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

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

KPI3a Call Response time 95% 98% 97% 98% 100% 96% 100% 88% 99% 99% 93% 90% 94% 95%KPI3b Web Enquiries 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI3c Call closures - High Prority 95% 100% 100% 100% 100% 85% 100% 60% 85% 92% 94% 95% 99% 92%KPI3d Call closures - Low Prority 95% 86% 100% 100% 100% 100% 100% 95% 86% 95% 96% 95% 99% 99%KPI3e Call Closures - Inconvenience 95% 96% 92% 94% 90% 85% 67% 93% 97% 95% 90% 94% 93% 97%KPI3f Call Closures - Learning Platform 95% 92% 92% 95% 95% 100% 93% 90% 93% 94% 100% 100% 100% 100%KPI3g Call Closures - Administrative 95% 100% 97% 98% 98% 97% 100% 83% 96% 98% 100% 99% 99% 100%KPI19 Disposal of redundant equipment 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 0KPI6 Protection against malicious intent 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI8 Restoration of any user data 0 1 0 0 1 0 0 0 1 0 0 0 0 0

KPI4 User software revisions and upgrades 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%KPI16b Results of user satisfaction surveys - CIS 75% 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 0KPI18 Compliance with DDA 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 0KPI23 DR and back up tests 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Penalties – March 2013March 2012 £973.04

April 2012 £949.55

May 2012 £212.80

June 2012 £1,122.82

July 2012 £3,266.63

August 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

Customer Satisfaction

• Figures are from Net Promoter

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

2.00 8.00 9.00 4.75 7.33 6.40 0.00 10.00 7.86 8.14 9.25 7.131 1 1 4 3 5 1 1 7 7 4 82 8 9 19 22 32 0 10 55 57 37 57

No. SurveysTotal Score

Monthly Average Score

Helpdesk (Business Technology)

BT dealt with 77 support requests in March 2013

• 70 closed• 7 outstanding and carried over

Call BreakdownIncidents – 40Service Requests – 37

Top 5 Closed Incidents:

Category Number

SIMS 29

Other 10

Technical 6

Can't Print 3Activate Port 3

Network Stats for March 2013

Focus Areas for Next Month

1) Managed Service

MS start up and TUPE activities for Thistley Hough.

 

2) Primary MS

 

Ensure the Primary Service gets off to a smooth start.

 

3) Business Continuity Plan

 

Review the presented BC plan.

Reports

Will be published on the Learning Platform, BSF workspace

http://tinyurl.com/BSFDocs