Development of a Balanced Scorecard for Service Desk KPIs · reason, do not qualify for Net First...
Transcript of Development of a Balanced Scorecard for Service Desk KPIs · reason, do not qualify for Net First...
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Development of a Balanced
Scorecard for Service Desk
KPIs
Presented by: Robert Higgins and Jason Reid
Position: IT Service Desk and Telecommunications Manager and Team Leader
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Balanced IT Scorecard
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History
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Before
Situation
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KPI - Categories
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KPI Quiz
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1. COST per CONTACT
2. CUSTOMER SATISFACTION
4. FIRST CONTACT RESOLUTION
5. AGENT SATISFACTION
6. AVERAGE SPEED of ANSWER
7. ????
3. AGENT UTILISATION
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7. AGREGATE SERVICE DESK PERFORMANCE
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PGW
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5th PEA?
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Quantity
Quality
Timeliness
Compliance
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1 - 6
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Step 1: Understand customer expectation and service requirements
Step 2: Define the Critical Success Factors of the Service Desk 5Ps
you are measuring
Step 3: Choose the KPI Category you are measuring (Quantity,
Quality, Timeliness, Compliance)
Step 4: Define the KPI
Step 5: Define the KPI target or success criteria
Step 6: Determine the data source and instrumentation
to obtain and collect KPI measurements
1 - 6
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KPI CSF CSF Value KPI Data Data
Measure Category Category Category Elements Source
First Level Resolution
Rate
Total Cost of
Ownership is
reduced by
resolution at Level 1
compared to higher
costs at Level 2,3
Performance Efficiency Quantity Group Closed By
LSD
Request
Form
Customer Satisfaction
Customers are
satisified with the
quality of the service
provided by the
Service Desk
Quality Satisifaction Quality
Overal
Satisfaction with
IT
LSD Survey
First Contact Resolution
Rate
The majority of
incidents should be
resolved by the
Service Desk on first
contact
QualityProductivity,
EfficiencyQuality FCR Field (*new)
LSD
Request
Form
Request Closed in SLA
Incidents are resolved
within timeframes
agreed with the
customer
PerformanceProductivity,
Efficiency
Quantity
Timeliness
Compliance
Time Closed
LSD
Request
Form
Average Speed to
Answer (ASA) (sec.)
Customers can reach
a Service Desk
Analyst when needed
PerformanceProductivity,
EfficiencyCompliance ASA
Cisco Call
Manager
SDA Job Satisfaction
Agents are satisfied
with their job and are
engaged with PGW
(Stocktake)
Quality Satisifaction QualityHappiness Factor
(*new)1 on 1
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1 First Level Resolution Rate 25%
2 Customer Satisfaction 25%
3 First Contact Resolution Rate 20%
4 Requests Closed in SLA 15%
5 Average Speed to Answer (ASA) (sec.) 10%
6 SDA Job Satisfaction 5%
100%Total
Performance Metric Metric Weight
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Worst Case Best Case
1 First Level Resolution Rate 25% 55% 63%
2 Customer Satisfaction 25% 63% 75%
3 First Contact Resolution Rate 20% 40% 52%
4 Requests Closed in SLA 15% 91% 96%
5 Average Speed to Answer (ASA) (sec.) 10% 67 12
6 SDA Job Satisfaction 5% 55% 88%
100%Total
Performance Metric Metric WeightAnnual Performance Range
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Worst Case Best Case
1 First Level Resolution Rate 25% 55% 63% 55%
2 Customer Satisfaction 25% 63% 75% 68%
3 First Contact Resolution Rate 20% 40% 52% 51%
4 Requests Closed in SLA 15% 91% 96% 96%
5 Average Speed to Answer (ASA) (sec.) 10% 67 12 15
6 SDA Job Satisfaction 5% 55% 88% 55%
100%Total
Performance Metric Metric WeightAnnual Performance Range
Months Performance
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[(Worst Case – Actual performance) / (Worst case – Best case)] x 100
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Worst Case Best Case
1 First Level Resolution Rate 25% 55% 63% 55% 0%
2 Customer Satisfaction 25% 63% 75% 68% 41%
3 First Contact Resolution Rate 20% 40% 52% 51% 92%
4 Requests Closed in SLA 15% 91% 96% 96% 100%
5 Average Speed to Answer (ASA) (sec.) 10% 67 12 15 95%
6 SDA Job Satisfaction 5% 55% 88% 55% 0%
100%
Metric Score
Total
Performance Metric Metric WeightAnnual Performance Range
Months Performance
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Metric Score x Metric Weight
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Worst Case Best Case
1 First Level Resolution Rate 25% 55% 63% 55% 0% 0.00%
2 Customer Satisfaction 25% 63% 75% 68% 41% 10.29%
3 First Contact Resolution Rate 20% 40% 52% 51% 92% 18.33%
4 Requests Closed in SLA 15% 91% 96% 96% 100% 15.00%
5 Average Speed to Answer (ASA) (sec.) 10% 67 12 15 95% 9%
6 SDA Job Satisfaction 5% 55% 88% 55% 0% 0.00%
100% 53.08%
Metric Score Balanced Scorecard
Total
Performance Metric Metric WeightAnnual Performance Range
Months Performance
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Worst Case
First Level Resolution Rate 25% 69% 69% 0%
Customer Satisfaction 25% 50% 93% 97%
First Contact Resolution Rate 20% 39% 57% 100%
Requests Closed in SLA 15% 81% 85% 48%
Average Speed to Answ er (ASA) (sec.) 10% 40 19 95%
SDA Job Satisfaction 5% 58% 67% 59%
Total 100%
Service Desk ScorecardBetween May 2014 and Apr 2015
Performance Metric Metric Weight Annual Performance Range Months
Performance
Metric Score Balanced
ScorecardBest Case
1 77% 0.00%
2 94% 24.29%
3 57% 20.00%
4 90% 7.21%
64.01%
5 18 9.55%
6 73% 2.97%
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Defini tion
1First Level Resolution
(FLR) rate
FLR is the percentage of requests resolved by the IT Service Desk
(Helpdesk plus SD Level 2). Any request resolved by another IT
team (Infrastructure, Appl ications or Web) i s , by defini tion, not
resolved at our Fi rs t level . Typica l ly this i s cons idered a cost
metric s ince i t has a s trong impact on Total Cost of Ownership for
end-user support, however we are a lso us ing this to measure our
abi l i ty to free up Level Three resources so they can focus on
va lue added project work
Performance Metric
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Why i t’s important
FLR is a measure of the overa l l competency of the Service Desk, and is a proxy
for Total Cost of Ownership (TCO). A high FLR Rate helps to minimize TCO
because each contact that i s resolved at Level 1 avoids a higher cost of
resolution and free up resources at Level n (Infrastructure, Appl ications or
Web). Service Desks can improve their Level 1 Resolution Rates through
tra ining, and investments in certa in technologies such as remote diagnostic
tools , and knowledge management systems.
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Expected Outcomes
CSFs
Tota l Cost of Ownership
i s reduced by
resolution at Fi rs t Level
compared to higher
costs at Level 3 level 3
resources are free up for
va lue added project
work.
Continuous
learning,
knowledge
sharing,
ownership, not
esca lating, growth
Expected SDA
Behaviours
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Definition Why it’s important Expected Outcomes
CSFs
1
First Level
Resolution (FLR)
rate
FLR is the percentage of requests resolved by the IT
Service Desk (Helpdesk plus SD Level 2). Any request
resolved by another IT team (Infrastructure,
Applications or Web) is, by definition, not resolved at
our First level. Typically this is considered a cost
metric since it has a strong impact on Total Cost of
Ownership for end-user support, however we are also
using this to measure our ability to free up Level Three
resources so they can focus on value added project
work
FLR is a measure of the overall competency of the Service Desk,
and is a proxy for Total Cost of Ownership (TCO). A high FLR Rate
helps to minimize TCO because each contact that is resolved at
Level 1 avoids a higher cost of resolution and free up resources
at Level n (Infrastructure, Applications or Web). Service Desks
can improve their Level 1 Resolution Rates through training, and
investments in certain technologies such as remote diagnostic
tools, and knowledge management systems.
Total Cost of
Ownership is
reduced by
resolution at First
Level compared to
higher costs at Level
3 level 3 resources
are free up for value
added project work.
Continuous
learning,
knowledge
sharing,
ownership, not
escalating, growth
2Customer
Satisfaction
Customer Satisfaction is the rating of the quality of the
overall experience of the service delivered by IT. This
metric is measured via a customer satisfaction survey
within our Service Portal triggered every 1 in ten
requests logged
Customer Satisfaction is the single most important measure of
Service Desk quality. Any successful Service Desk will have
consistently high Customer Satisfaction ratings.
Customers are
satisfied with the
quality of the service
provided by the
Service Desk.
Increased employee
productivity
Professionalism,
active listening,
politeness,
teaching,
prevention
3
First Contact
Resolution (FCR)
rate
FCR applies to all forms of contact be it via telephone
call, email, self-service or walk-in. It is the percentage
of requests that are resolved on the first interaction
(contact) with the customer, divided by all resolved
requests. Calls that require a customer call-back, or
are otherwise unresolved on the first contact for any
reason, do not qualify for Net First Contact Resolution
FCR is the single biggest driver of Customer Satisfaction. A high
FCR rate is almost always associated with high levels of
Customer Satisfaction. Service Desks that emphasize training
(i.e., high training hours for new and veteran Agents), and have
good technology tools, such as remote diagnostic capability and
knowledge management, generally enjoy a higher than average
FCR Rate.
The majority of
incidents should be
resolved by the
Service Desk on first
contact
Continuous
learning,
knowledge
sharing,
ownership, not
escalating/calling
back/log and flog
4Request Closed
in SLA (Priority)
The percentage of requests resolved within SLAs
(success rate ). Requests are assigned Priorities based
on business impact in order to measure whether
resolution times meet agreed timeframes.
Expectations are set by business through SLAs which IT needs to
deliver against. Depending on the demand for requests this can
help in remedial action such as resource allocation planning or
training.
Incidents are
resolved within
timeframes agreed
with the customer
Efficiency,
research,
communication,
updating, time
5
Average Speed to
Answer (ASA)
(sec.)
ASA is the total wait time that callers are in queue,
divided by the number of calls handled. This includes
both IVR handled calls as well as calls handled by a
live Agent
ASA is an indication of how responsive a Service Desk is to
incoming calls.
Customers can reach
a Service Desk
Analyst when
needed
Readiness, log
and flog, brevity,
call backs
6SDA Job
Satisfaction
Agent Job Satisfaction is a measure of how engaged
the service desk staff member is. Also known as the
“happiness factor”. Typically above 70% is engaged,
40% - 70% ambivalent, and less than 40% disengaged
Gives an indication on how we are tracking of rather stocktake
employee engagement. It is a proxy for morale, while difficult to
measure, is a bellwether metric that affects almost every other
metric in the Service Desk. High performance Service Desks
almost always have high levels of Agent Job Satisfaction. Perhaps
Agents are satisfied
with their job and
are engaged with
PGW
Engagement,
presence,
longevity, loyalty,
growth
Expected SDA
BehavioursPerformance Metric
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After
Situation
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Your primary channel for logging non urgent IT issues and
requests
IT Service Portal* new
IT Service Portal DIY #1
Channel
Moni
tor
and
Upda
te
See
Latest
Alerts
Log non
urgent
requests
Monitor
and
Update
Requests
Feedback
Survey
Reduced
call hold
times
http://pggwapp04/LaytonServiceDesk/EUserAuto.aspx
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Dec-2014 Feb-2015 Mar-2015 Apr-2015
Bushw ire Forms 0.00% 2.287% 4.879% 5.447%
Email 47.913% 51.659% 50.385% 49.463%
Phone 36.754% 39.507% 38.194% 37.691%
Self Service 3.337% 2.451% 4.381% 4.419%
Unknow n 11.729% 3.424% 1.052% 0.00%
Walk In 1.091% 1.617% 1.765% 3.57%2.178%
1.108%
50.29%
38.313%
1.956%
7.342%
% of Requests by SourceBetween 01/12/2014 and 30/04/2015
Jan-2015
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Rob Higgins IT Service Desk and Telecommunications Manager
Email. [email protected]
https://nz.linkedin.com/in/robertghiggins