November 2013 Performance Report RM Education Stoke BSF and Stoke CIS

Performance Summary – November 2013 During November, we saw an increase in calls when compared with October. This goes against the normal trend but was expected owing to the go live of Office 365 for the majority of users of the service on November 18 th. A total of 1784 new calls were raised in November calls were closed meaning we carried over 306 calls which is our highest volume to date, along with 21 ‘Double Carry’ calls. 5 Customer Satisfaction surveys completed with an average score of 5.4 The FTF rate is 54% this month.

Helpdesk RM dealt with 2037 support requests in November new requests 253 carried over from last month 55% of calls were fixed first time 1731 calls were closed 306 calls outstanding, of which 116 are awaiting customer action, and 24 are awaiting customer closure. Of the 306 Calls: 136 are CIS Schools 30 are the Primary Service 140 are BSF Schools

Trend Analysis Calls (RM)

Top Reasons for Calls Based on closed calls Number% Teacher Workstation % Unmanaged Devices % Change Requests948.11% Learning Platform816.99% Office %

Key Performance Indicators - RM

Penalties 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, September 2013£4, October 2013£2, November 2013£7,459.92

Customer Satisfaction Figures are from Net Promoter

Network Stats for November 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 2) Primary MS Ensure the Primary Service is stable and reduce overall call volumes. Develop an action plan following the Primary Visits. 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 Further amend the reporting set where required. More information required for Primary Schools. 6) Annual Report Need to issue a final version of the Annual Report. 7) Wireless Surveys Perform Wireless Surveys at all BSF Sites.

Reports Will be published on the Learning Platform, BSF workspace