Monthly Update May 2016 KPI’s Period 2016/17 PCC May Comments PTHB Number of major faults (P1’s) QTR 27 1   N/A Total Number of Calls / Emails in per QTR 2052 Calls 2104 Emails 1245 Calls Service desk call answer time (secs) 45 19 20 Service desk % calls answered 84% 92% 91% % Major faults fixed within SLA 0% This cannot be accurately recorded within Service point % of minor faults fixed within SLA 86% % of calls fixed at first contact 40% 42% 61% Outstanding service jobs 600 841 195

Monthly Total Calls Update May 2016 KPI’s

Monthly Total ASA Update May 2016 KPI’s

Monthly Total Call Stats Update May 2016 KPI’s