june 2013 performance report rm education stoke bsf and stoke cis

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June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

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Page 1: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

June 2013 Performance Report

RM Education

Stoke BSF and Stoke CIS

Page 2: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Performance Summary – June 2013

• The number of open calls within the period decreased compared with last month, mainly due to the stabilisation of the service at Thistley Hough / Primary Managed Service.

• As a result the number of calls open at the end of this period fell to 145, including 6 ‘Double carry over’ calls. .

• 12 Customer Satisfaction surveys completed with an average score of 6.16

• The FTF rate is 53% this month. This is above average and in line with previous months.

Page 3: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Helpdesk (RM)

RM dealt with 1217 support requests in June 2013

• 1037 new requests• 180 carried over from last month

53% of calls were fixed first time

1072 calls were closed

145 calls outstanding, of which 60 are awaiting customer action, and 13 are awaiting customer closure.

Page 4: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

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

278 138 1410 1109 834 517 989 910 1016 1337 1405 121776 55 44 260 145 157 115 158 163 114 218 180202 83 1367 849 688 360 874 750 853 1223 1187 1037223 94 1151 965 679 402 831 744 901 1119 1226 107255 43 260 144 155 115 158 164 115 218 179 145

Brought ForwardRaisedClosed

Carried Over

No. Open Within Period

Page 5: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Top Reasons for Calls (RM)

Based on closed calls

Number %Teacher Workstation 117 9.54%

Advice 93 7.59%

Proactive 93 7.59%

Admin Tasks 80 6.53%

User Issues 70 5.71%

Page 6: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Key Performance Indicators - RMTarget May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-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 0 0 96 0 0 0 0 0 0 0 3 0CIS3 WAN Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS4 Learning Platform Availability 0 0 0 0 0 6 0 14 0 0 0 0 0 0 0

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

Page 7: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Penalties – June 2013June 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

April 2013 £2,829.68

May 2013 £4,087.76

June 2013 £3,043.90

Page 8: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Customer Satisfaction

• Figures are from Net Promoter

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

4.75 7.33 6.4 0 10 7.86 8.142857 9.25 7.125 8.166667 8.5 6.1666674 3 5 1 1 7 7 4 8 12 4 12

19 22 32 0 10 55 57 37 57 98 34 74No. SurveysTotal Score

Monthly Average Score

Page 9: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Network Stats for June 2013

Page 10: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

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 and pursue the SIMS upgrade project

 

3) Business Continuity Plan

Review the presented BC plan.

Page 11: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Focus Areas for Next Month cont.

4) Resource Plan

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

5) Boot up times.

Continue the investigation into Boot-Up Times.

6) Amended reporting for Primary.

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

Page 12: June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Reports

Will be published on the Learning Platform, BSF workspace

http://tinyurl.com/BSFDocs