September 2014Performance Report

RM Education

Stoke BSF and Stoke CIS

Performance Summary – September 2014

• During September calls peaked as would the normal trend for the start of a new term.

• A total of 2629 new calls were raised in September, and 2429 were closed meaning we carried over 333 calls. There were 22 ‘Double Carry’ calls.

• There were 8 Customer Experience surveys completed this period.

• The FTF rate is 57% this month. This is higher than previous months and reflects the usual volume of simpler calls like forgotten passwords/new accounts/ etc that are typical for September.

Helpdesk

RM dealt with 471 support requests in September 2014

• 2629 new requests• 193 carried over from last month

57% of calls were fixed first time

2429 calls were closed

333 calls outstanding, of which 99 are awaiting customer action, and 40 are awaiting customer closure.

Of the 333 Calls:

• 68 are CIS Schools• 265 are BSF Schools

Trend Analysis CallsNov 13 Dec 13 Jan 14 Feb 14 Mar-13 Apr-13 May-13 Jun-13 Jul 14 Aug 14 Sep 14

2037 1398 2082 1508 1960 1249 1398 1741 1176 471 2825253 307 270 251 188 196 197 163 200 210 196

1784 1091 1812 1257 1772 1053 1201 1578 976 261 26291731 1129 1832 1319 1767 1053 1241 1540 966 278 2492306 269 250 189 193 196 157 201 210 193 333

Brought ForwardRaisedClosed

Carried Over

No. Open Within Period

Top Reasons for Calls

Based on closed calls

Number %

Admin Requests 313 12%

Teacher Workstations 261 10%

Other 241 9%

User Issues 214 8%

Advice 135 5%

Key Performance Indicators - RM

KPI and Target

Sep 13

Oct 13

Nov 13

Dec 13

Jan 14

Feb 14

Mar 14

Apr 14

May 14

Jun 14

Jul 14

Aug 14

Sep 14

KPI 2

Fast Access (no. of failures)

0 0 0 0 0 0 1 0 0 0 0 1 2

KPI3a

Call Response time

95% 95% 96% 95% 94% 97% 99% 97% 100%

100 %

99% 100%

97% 100%

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% 96% 98% 92% 96% 95% 96% 96% 95% 95% 93% 97% 100%

91%

KPI 3d

Call Closures – Low Priority

95% 95% 95% 99% 97% 97% 98% 98% 98% 100.%

97% 96% 93% 97%

KPI3e

Call Closures – Inconvenience

95% 94% 97% 91% 96% 96% 94% 100%

100%

100.%

100%

100%

100%

100%

KPI3f

Call Closures – LP

95% 92% 96% 100%

100%

100%

100%

100%

100%

100.%

100%

100%

100%

100%

KPI3g

Call Closures – Administrative

95% 94% 94% 96% 91% 95% 96% 97% 94% 95% 97% 93% 100%

94%

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 0 0 0 1 0 0 0 1 0 0 0 0

KPI 23

Restore and Disaster

Recovery 0 0 0 0 0 0 0 0 0 0 0 0 0

PenaltiesSeptember 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

July 2014 £4067.50

August 2014 £2,284.14

September £5,615.12

Customer Satisfaction

• Figures are from Net Promoter

Network Stats for September 2014

…to follow from LA…

Focus Areas for Next Month

 1) Managed Service

Support for new Schools going Live for September (Abbey Hill and St Marg Ward)

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) Strategy

Develop Strategy discussions with each of the schools during the regular monthly meetings and take the opportunity to discuss Affordability with them.

 

5) Staffing

Stabilize staffing following changes and leavers

6) Reduction in Double Carry over calls 

Reducing the amount of aged and carried over calls to levels seen in previous months.

 

Reports

Will be published on the Learning Platform, BSF workspace

http://tinyurl.com/BSFDocs