March 2013 Performance Report RM & Business Technology

Performance Summary – March 2013 Call Volumes rose this month due to issues at Haywood, however call volumes at other sites were generally comparable with the previous month. The number of calls carried over is at % with RM and 70% with the customer for further action or closure Eight Customer Satisfaction surveys completed with an average score of 7.13 The First Time Fix rate is at 58% which is higher than average but in line with recent months, owing to the change in call focus from Easymail and LP towards the BSF calls.

Helpdesk (RM) RM dealt with 1016 support requests in March new requests 163 carried over from last month 58% of calls were fixed first time 901 calls were closed 115 calls outstanding, of which 59 are awaiting customer action, and 21 are awaiting customer closure.

Trend Analysis Calls (RM)

Top Reasons for Calls (RM) Based on closed calls Advice Teacher Workstation Admin Tasks - 84 Unmanaged - 70 User Issues - 57

Key Performance Indicators - RM

Penalties – March 2013 March 2012£ April 2012£ May 2012£ June 2012£1, July 2012£3, August 2012£2, September 2012£12, October 2012£4, November 2012£6, December 2012£3, January 2013£3, February 2013£2, March 2013£2,849.61

Customer Satisfaction Figures are from Net Promoter

Helpdesk (Business Technology ) BT dealt with 77 support requests in March closed 7 outstanding and carried over Call Breakdown Incidents – 40 Service Requests – 37 Top 5 Closed Incidents: CategoryNumber SIMS29 Other10 Technical6 Can't Print3 Activate Port3

Network Stats for March 2013

Focus Areas for Next Month 1) Managed Service MS start up and TUPE activities for Thistley Hough. 2) Primary MS Ensure the Primary Service gets off to a smooth start. 3) Business Continuity Plan Review the presented BC plan.

Reports Will be published on the Learning Platform, BSF workspace