June 2014Performance Report

RM Education

Stoke BSF and Stoke CIS

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

Customer Satisfaction

• Figures are from Net Promoter

Network Stats for June 2014

…to follow from LA…

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