june 2014 performance report rm education stoke bsf and stoke cis
TRANSCRIPT
Performance Summary – June 2014
• During June, we saw an increase in calls when compared with the previous month, mostly owing to the exams period and jobs getting logged ready for summer.
• • A total of 1578 new calls were raised in June, and 1540 were closed
meaning we carried over 201 calls. There were 10 ‘Double Carry’ calls.
• 30 Customer Experience surveys completed with an average score of 10
• The FTF rate is 58% this month. This is in line with previous months.
Helpdesk
RM dealt with 1741 support requests in June 2014
• 1578 new requests• 163 carried over from last month
58% of calls were fixed first time
1540 calls were closed
211 calls outstanding, of which 78 are awaiting customer action, and 13 are awaiting customer closure.
Of the 157 Calls:
• 38 are CIS Schools• 163 are BSF Schools
Trend Analysis Calls
Oct 13 Nov 13 Dec 13 Jan 14 Feb 14 Mar 14 Apr-14 May 14 Jun 14
7 5 6 8 7 10 10 9 1011 5 5 5 5 3 2 29 3080 27 30 38 33 29 19 265 287
No. SurveysTotal Score
Monthly Average Score
Top Reasons for Calls
Based on closed calls
Number %
Teacher Workstation 142 11%
Advice 134 11%
Change 94 7%
User Issues 92 7%
Admin Tasks 80 6%
Key Performance Indicators - RM
KPI and Target
Jun 13 Jul 13 Aug 13
Sep 13
Oct 13 Nov 13
Dec 13
Jan 14 Feb 14 Mar 14
Apr 14 May 14
Jun 2014
KPI 2 Fast Access (no. of failures)
1 0 0 0 0 0 0 0 0 1 0 0
KPI3aCall Response time
95% 96% 96% 100% 95% 96% 95% 94% 97% 99% 97% 100% 100 % 99%
KPI 3b Technology Helpdesk
100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100 % 100
KPI 3c Call Closures – High Priority
95% 95% 99% 100% 96% 98% 92% 96% 95% 96% 96% 95% 95% 93%
KPI 3d Call Closures – Low Priority
95% 96% 96% 100% 95% 95% 99% 97% 97% 98% 98% 98% 100.% 97%
KPI3e Call Closures – Inconvenience
95% 97% 100% 100% 94% 97% 91% 96% 96% 94% 100% 100% 100.% 100%
KPI3fCall Closures – LP
95% 100% 100% 100% 92% 96% 100% 100% 100% 100% 100% 100% 100.% 100%
KPI3g Call Closures – Administrative
95% 92% 96% 100% 94% 94% 96% 91% 95% 96% 97% 94% 95% 97%
KPI 5 Network Security (no. of Failures) 0 0 0 0 0 0 0 0 0 0 0 0 0
KPI 6 Malicious Intent (no. of Failures) 0 0 0 0 0 0 0 0 0 0 0 0 0
KPI8 Restores (no. of failures) 0 1 0 0 0 0 0 1 0 0 0 1 0
KPI 23 Restore and Disaster Recovery 0 0 0 0 0 0 0 0 0 0 0 0 0
PenaltiesJune 2013 £3,043.90
July 2013 £2,315.45
August 2013 £1,626.57
September 2013 £4,029.60
October 2013 £2,455.43
November 2013 £7,459.92
December 2013 £2,338.78
January 2014 £1,893.64
February 2014 £4,656.21
March 2014 £2,389.60
April 2014 £1,331.30
May 2014 £1,508.21
June 2014 £2150.80
Focus Areas for Next Month
1) Managed Service
Reduction in carried over calls and general improvement in Service Levels and KPI’s
2) Primary MS
Ensure the Primary Service is stable.
3) Boot up times.
Finalise the WOL set up and re-test boot up times once completed. We are keeping this as an action until all 16 sites have been completed and a final report has been issued.
Focus Areas for Next Month cont.
4) Affordability
Continue work on the Affordability ANC (also, see Strategy point 7)
5) Asset Lists
Finalise the Asset Lists to ensure they match the Revised Spec budgetary figures
6) Strategy
Develop Strategy discussions with each of the schools during the regular monthly meetings and take the opportunity to discuss Affordability with them.
Reports
Will be published on the Learning Platform, BSF workspace
http://tinyurl.com/BSFDocs