June 2014 Performance 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 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

Top Reasons for Calls Based on closed calls Number% Teacher Workstation14211% Advice13411% Change947% User Issues927% Admin Tasks806%

Key Performance Indicators - RM KPI and Target Jun 13Jul 13Aug 13 Sep 13 Oct 13Nov 13 Dec 13 Jan 14Feb 14Mar 14 Apr 14May 14 Jun 2014 KPI 2 Fast Access (no. of failures) KPI3a Call Response time 95%96% 100%95%96%95%94%97%99%97%100% 99% KPI 3b Technology Helpdesk 100% 100 KPI 3c Call Closures – High Priority 95% 99%100%96%98%92%96%95%96% 95% 93% KPI 3d Call Closures – Low Priority 95%96% 100%95% 99%97% 98% 100.%97% KPI3e Call Closures – Inconvenience 95%97%100% 94%97%91%96% 94%100% 100.%100% KPI3f Call Closures – LP 95%100% 92%96%100% 100.%100% KPI3g Call Closures – Administrative 95%92%96%100%94% 96%91%95%96%97%94%95%97% KPI 5 Network Security (no. of Failures) KPI 6 Malicious Intent (no. of Failures) KPI8 Restores (no. of failures) KPI 23 Restore and Disaster Recovery

Penalties June 2013£3, July 2013£2, August 2013£1, September 2013£4, October 2013£2, November 2013£7, December 2013£2, January 2014£1, February 2014£4, March 2014£2, April 2014£1, May 2014£1, June 2014£

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