August 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Performance Summary – August 2013 Due to the summer holidays, all of the call volumes this month are much lower than previous months; this is to be expected. The number of calls open at the end of the period decreased to 95 as many issues were closed down which had been logged as Summer jobs. However, a proportion of calls were carried over as we were unable to gain access, either physically or to the customers who logged the issues. The high level of ‘double carry over’ calls is an indication of this and more detail is further down the report. Many of those calls have since been completed. 2 Customer Satisfaction surveys completed with an average score of 4 The FTF rate is 25% this month. This is lower than previous months but a drop is always expected in Summer

Helpdesk RM dealt with 432 support requests in August new requests 182 carried over from last month 25% of calls were fixed first time 337 calls were closed 95 calls outstanding, of which 32 are awaiting customer action, and 3 are awaiting customer closure.

Trend Analysis Calls (RM)

Top Reasons for Calls Based on closed calls Number% Learning Platform % Changes239.16% SIMS207.97% Unmanaged Devices197.57% Advice176.77%

Key Performance Indicators - RM

Penalties August 2012£2, September 2012£12, October 2012£4, November 2012£6, December 2012£3, January 2013£3, February 2013£2, March 2013£2, April 2013£2, May 2013£4, June 2013£3, July 2013£2, August 2013£1,626.57

Customer Satisfaction Figures are from Net Promoter

Network Stats for August 2013 …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, as well as the first month of service for the five new sites. 2) Primary MS Ensure the Primary Service is stable and reduce overall call volumes 3) Resource Plan Finalise and issue the resource plan to the LA, and then onward brief the schools.

Focus Areas for Next Month cont. 4) Boot up times. Finalise the WOL set up and re-test boot up times. 5) Amended reporting for Primary. Further amend the reporting set for the Primary Service where required. 6) Annual Report Need to issue draft report for Annual Survey and Survey Results. Include Resource Plan and Boot Up times in the summary and actions..

Reports Will be published on the Learning Platform, BSF workspace