February 2013 Performance Report

RM

&

Business Technology

Performance Summary – February 2013

• Call Volumes fell this month due February Half Term, however call volumes were generally comparable with the previous month.

• The number of calls carried over is at 164. 41% with RM and 59% with the customer for further action or closure

• Four Customer Satisfaction surveys completed with an average score of 9.25

• The First Time Fix rate is at 57% 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 910 support requests in February 2013

• 750 new requests• 158 carried over from last month

57% of calls were fixed first time

744 calls were closed

164 calls outstanding, of which 64 are awaiting customer action, and 33 are awaiting customer closure.

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

269 196 278 312 278 138 1410 1109 834 517 989 91078 68 98 80 76 55 44 260 145 157 115 158191 128 180 232 202 83 1367 849 688 360 874 750202 98 201 238 223 94 1151 965 679 402 831 74467 98 77 74 55 43 260 144 155 115 158 164

Brought ForwardRaisedClosed

Carried Over

No. Open Within Period

Top Reasons for Calls (RM)

Based on closed calls

Admin Tasks - 105Teacher Workstation - 89

Advice – 88Software Issues - 51

User Issues - 47

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

CIS1 Internet Access & Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS2 Email Availability 0 9 0 0 0 0 0 0 96 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 0 6 0 14 0 0 0

KPI3a Call Response time 95% 96% 98% 97% 98% 100% 96% 100% 88% 99% 99% 93% 90% 94%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%KPI3d Call closures - Low Prority 95% 86% 100% 100% 100% 100% 100% 95% 86% 95% 96% 95% 99%KPI3e Call Closures - Inconvenience 95% 91% 96% 92% 94% 90% 85% 67% 93% 97% 95% 90% 94% 93%KPI3f Call Closures - Learning Platform 95% 100% 92% 92% 95% 95% 100% 93% 90% 93% 94% 100% 100% 100%KPI3g Call Closures - Administrative 95% 95% 100% 97% 98% 98% 97% 100% 83% 96% 98% 100% 99% 99%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 0 1 0 0 1 0 0 0 1 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 – February 2013February 2012 £1303.67

March 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

Customer Satisfaction

• Figures are from Net Promoter

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

3.00 2.00 8.00 9.00 4.75 7.33 6.40 0.00 10.00 7.86 8.14 9.251 1 1 1 4 3 5 1 1 7 7 43 2 8 9 19 22 32 0 10 55 57 37

No. SurveysTotal Score

Monthly Average Score

Helpdesk (Business Technology)

BT dealt with 105 support requests in February 2013

• 93 closed• 12 outstanding and carried over

Call BreakdownIncidents – 61Service Requests – 44

Top 5 Closed Incidents:

Category Number

SIMS 38

Other 11

Technical 9

Phone Line 5FMS 5

Network Stats for Feb 2013

Network Availability for the month of February 2013 was 98.23%Downtime due to the data centre moveDowntime calculated in hours/mins across the entire area was58days 19hours 46mins

Focus Areas for Next Month

1) Managed Service

MS start up and TUPE activities for Thistley Hough.

 

2) Primary MS

 

Ensure the Primary Service is ready for April 2013.

 

3) Business Continuity Plan

 

Review the presented BC plan.

Reports

Will be published on the Learning Platform, BSF workspace

http://tinyurl.com/BSFDocs