IMT Performance Metrics and Qualitative Feedback

Transcription

1 IMT Performance Metrics and Qualitative Feedback December 2015 Liz McNaughton

2 Content Page 1.0 Executive Summary Summary of statistics Service performance Significant incidents Other Notable Events Phone Statistics Daily Breakdown of phone activity for staff and student support number Total calls to the student helpline in December Calls Logged with Norman top 5 calls logged with Norman logging October logging performance compared to 9 December Volumes during December Service Volumes Logged by the Service Desk Call Closure and Call logging activity for all IMT Total Call logging and closing figures for all IMT December Breakdown of teams that logged calls in December Top 10 Incident and Service requests change from December Top 10 Service Request categories used when calls are 15 opened in December Top 10 Service Request categories used when calls are 15 closed in December Top 10 Incident categories used when calls are opened in 16 November Top 10 Incident categories used when calls are closed in 16 November Qualitative aspects of the Service Desk Staffing levels or significant changes User Feedback Call Quality check results Customer Service Survey trends for December Customer Service Survey responses for December Data Summary for Customer Service Survey Responses for 27 December Positive responses to the IMT Customer Service Survey for 28 December Less than Positive responses to the IMT Customer Service Survey 28 for December 2015

3 Appendix A Trends Abandon Rate and number of calls logged 29 Number of calls answered within 20 seconds and calls logged 29 Frist time Fix rate 30 First line Fix rate 31 Customer service survey results 32 Number of respondents to the customer service survey 36 Survey results as % of calls logged by service desk 36 % working days concluded with s less than 4 hours old 37 Average per day open incident, tasks and requests open in the 37 system Calls logged by IMT service desk per month 39 Highest logged incident category 40 Highest logged service request category 41

4 1.0 Executive Summary The service desk has met the target for answering calls within 20 seconds for the last 17 months. The Abandon rate on the phones was 3% this month. This figure does not include the 8 th of December as the 3 rd partly provider experienced a technical issue on that day that was outside of IMT s control. Inbound calls were being cut off once they were answered. The service desk logged a minimum of 87% of s each business day with most days concluding with over 95% if s logged. The service desk hit the 4 hour logging target every day during December. This month the service desk hit the target for Service request First line and first time responses. The types of Issues reported this month have centred around login issues, Spam and Outlook. The service desk has been resourced so it can deal with login issues quickly and the Outlook issues were mostly resolved with new profiles being set up. This time of year generally sees a high proportion of account related service requests and requests to extend mailboxes. The Customer Service survey responses for this month show some slight improvement on last month but are lower than this time last year when looking at combined good and excellent responses. - The 90% positive response recorded in regard to satisfaction with issue/query resolution is 1% lower than last month and 5% lower than this time last year - The 82% positive perception of time scale taken to resolve an issue or query is a 2% decrease from October and 3% decrease on the result recorded in last year s survey. - The 84% positive response rate regarding updates whilst a call was in progress has fallen by 2% since last month and 3% lower than last year. ± The 89% positive perception of the helpfulness of support staff is a 1% increase compared to October and a 3% decrease compared to this time last year. ± The 91% positive perception of the attitude of staff is a 1% increase compared to last month and a 4% decrease compared to this time last year. ± The 89% positive perception of the technical expertise of support staff is a 1% increase compared to last month and a 4% decrease compared to this time last year - The 86% positive perception of the appropriateness of solution is a 3% decrease compared to last month and a 6% decrease compared to this time last year. The most commonly logged incidents in December relate to printing problems, spam and logon failures. Students that graduated this year will have their LSE accounts set to expire at the end of December generating calls relating to login issues and account renewals. The issues with printers related to hardware faults or users not being able to connect to printers. Looking at the profiles used when Service requests are resolved we have seen the same pattern this month as we did last year. The top ranking calls related to account extensions most lightly as a result of student account expiring at this time of year. During December there were a small number of low impact incidents. 1

5 1.1 Summary of statistics Performance of each service measure was as follows during December 2015 Measure Target Performance Phone calls answered within 20 seconds > 80% 81% Calls abandoned over 10 seconds < 5% 3% Calls fixed at 1 st line - Incident - Service request Calls fixed first time (within 2 hours) - Incident - Service request % of working Days concluded with s no older than 4 hours waiting to be logged % of issues resolved to the users satisfaction % Of issues rated positively for appropriateness of solution % Rated as Excellent % Rated as Good > 60% 54% 60% > 40% 38% 42% > 90% 100% > 92% 90% 86% 71% 15% 2

6 2.0 Service Performance 2.1 Significant Incidents 03/12/2015 and 10/12/2015 Webmail outage. The Microsoft 365 webmail service experienced an issue for approximately 2 hours resulting in people having problems logging in. 08/12/2015 Issue with phone system. The 3 rd party that hosts the LSE s phone system experienced issues for most of the 8 th of December. This resulted in dropped calls and poor call quality across campus. 10/12/2015 to 14/12/2015 Hall of residence link to campus not functioning. The link between campus and the Sidney Web and Butlers wharf halls of residence was accidentally severed whilst the central campus building works progressed. 21/21/2015. Approximately 10 folders on Deptshared (file storage used by academic departments.) lost permissions as a result of maintenance work that took place the previous weekend. The permissions we reinstated by the end of the working day Other Notable Events 01/12/2015 LSE mobile decommissioned 11/12/2015 term ends 20/12/2015 maintenance Sunday. Large parts of the LSE on campus infrastructure will have been out of action on this Sunday due to maintenance work and scheduled upgrades. 22/12/2015 last working day before Christmas Closure. 3

7 2.2 Phone statistics During December 2015 the following volumes were recorded by the phone system for all numbers served by the service desk. Measure Calls Queued Volume Performance Calls Answered Calls answered in less than 20 seconds % Calls Abandoned in more than 10 seconds or sent to voic 26 3% Daily Breakdown of phone activity for the staff and student support number Date Calls Received Calls Answered Calls Overflowed within team Calls Abandoned Abandon Rate % FT Staff on the service desk 01/12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ The Figures recorded for the 8 th of December have not been included in the overall results for the month due to a technical issue on that day. 4

8 Details regarding high abandon rates shown on the previous page 01/12/ abandoned calls were the result of the service desk manager checking the wallboard (display in the office showing call activity) was accurate. 04/12/2015. Several members of staff had one to ones on this day so at times the phones were left with the lowest acceptable level of cover. Normally the Service desk one to ones are more spread out to stop this from happening Total calls to the student helpline in December The total number of phone calls to the student help line in December from the hours of 08:00 to 17:30 was 185. This was a decrease of 6 calls compared to November. 5

9 2.3 Calls Logged with Norman Date Logged Calls 01/12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ Total 71 IMT are working on giving Norman (our out of hour s service) more access to the LSE IT admin systems so they can resolve more calls. As a starting point IMT are currently arranging access for the staff at Norman so they can use a utility that will help them deal with common account queries. 6

10 2.3.3 Top 5 call categories logged with Norman for December Type Category Calls Incident Incident -> User Account -> Logon failure 22 General General -> Dropped Call 4 Incident Incident -> & Messaging -> Advice 4 Incident Incident -> User Account -> Advice 4 Incident Incident -> User Account -> Forgotten password 4 7

11 2.4 logging The following table shows the number of outstanding s to be logged and the date and time the oldest delivered as of 17:30 on the date given. Date Total to be logged Date and time of oldest to be logged as of 17:30 01/12/ /12/ :41 02/12/ /12/ :43 03/12/ /12/ :38 04/12/ /12/ :28 07/12/ /12/ :13 08/12/ /12/ :12 09/12/ /12/ :26 10/12/ /12/ :13 11/12/ /12/ /12/ :33 15/12/ /12/ :42 16/12/ /12/ :31 17/12/ /12/ :32 18/12/ /12/ :42 21/12/ /12/ :46 22/12/ /12/ :02 Working days concluded with s no older than 4 hour target Working days concluded with s no older than 7.5 working hours Working days concluded with s older than 7.5 working hours. 8

12 2.4.1 November logging performance compared to December % working days concluded with s no older than 4 hour target % working days concluded with s no older than 7.5 working hours November % 10% 0% December % 0%` 0% % working days concluded with s older than 7.5 working hours. 9

13 Volumes during December The Table below shows the total number of received in the given time period to the and mailboxes. Date s to It.ServiceDesk s to Telecoms Total received Total to process total left at total processed % 1/12/ :30:00 to 2/12/ :30: /12/ :30:00 to 3/12/ :30: /12/ :30:00 to 4/12/ :30: End of week 4/12/ :30:00 to 5/12/ :30: /12/ :30:00 to 6/12/ :30: /12/ :30:00 to 7/12/ :30: End of Monday 7/12/ :30:00 to 8/12/ :30: /12/ :30:00 to 9/12/ :30: /12/ :30:00 to 10/12/ :30: /12/ :30:00 to 11/12/ :30: End of week 11/12/ :30:00 to 12/12/ :30: /12/ :30:00 to 13/12/ :30: /12/ :30:00 to 14/12/ :30: End of Monday 14/12/ :30:00 to 15/12/ :30: /12/ :30:00 to 16/12/ :30: /12/ :30:00 to 17/12/ :30: /12/ :30:00 to 18/12/ :30:

14 Date End of week s to It.ServiceDesk s to Telecoms Total received Total to process 18/12/ :30:00 to 19/12/ :30: /12/ :30:00 to 20/12/ :30: total left at total processed % 20/12/ :30:00 to 21/12/ :30: End of Monday 21/12/ :30:00 to 22/12/ :30: School Closure starts 22/12/ :30:00 to 23/12/ :30: /12/ :30:00 to 24/12/ :30: /12/ :30:00 to 25/12/ :30: /12/ :30:00 to 26/12/ :30: /12/ :30:00 to 27/12/ :30: /12/ :30:00 to 28/12/ :30: /12/ :30:00 to 29/12/ :30: /12/ :30:00 to 30/12/ :30: /12/ :30:00 to 31/12/ :30: /12/ :30:00 to 1/1/ :30: The green highlighted cells show where the % processed was over 90% 11

15 2.5 Service volumes logged by the Service Desk July Aug Sept Oct 2015 Nov Dec Telephone Calls queued in phone system Phone calls logged in support works Direct Contact via Helpdesk Walk-in centre IMT Initiated Customer Portal Apple hour Incidents Logged Service requests Logged The number of calls logged with the service desk has decreased slightly compared to last month but December is a much shorter working month compared to previous months. The number of users who contacted us via the customer portal represents 5% of the calls logged by the service desk this month. 12

16 2.5.1 Call Closure and Call logging Activity for all of IMT December Call logging for all IMT /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ /12/ Total Call logging and closing figures for all IMT December 2015 Logged Closed Service Request Incident Total calls (36%) were not logged by the service desk in December2015. Last year 2007 calls were logged in December and 764 calls (38%) were not logged by the service desk 13

17 2.5.3 Breakdown of teams that logged calls and the Customer portal in December 2015 Team Incident Service Request % Service Desk Student Helpdesk Admin support Acad Telecoms IMT Portal Acad Walk-in AV-Teaching Spaces infrastructure Database services Student Support InfoSec Architecture Development Enterprise Technology Finance ITIL Change Learning technology Library Networks ODAR PMO Service Desk Auxiliary staff SWADMIN Systems Web Services Total

18 2.6 Top 10 incidents and Service requests change from December Top 10 Service Request categories used when calls are logged in December 2015 Category Number of Calls Top 10 Service Request categories used when calls are closed in December 2015 Category Number of Calls Number of Calls December 2014 Number of Calls December 2014 Ranking in November SERVICE REQUEST -> ACCOUNT ->EXTEND SERVICE REQUEST -> HARDWARE -> INSTALL SERVICE REQUEST -> ACCOUNT -> GRANT PERMISSIONS 4 SERVICE REQUEST -> SOFTWARE -> INSTALL SERVICE REQUEST -> ACCOUNT ->ENQUIRY SERVICE REQUEST -> SOFTWARE -> CONFIGURED 7 SERVICE REQUEST -> PROCUREMENT -> HARDWARE 8 SERVICE REQUEST -> ACCOUNT -> PASSWORD RESET 9 SERVICE REQUEST -> SOFTWARE -> ENQUIRY 10 SERVICE REQUEST -> ACCOUNT -> CREATE Ranking in November 2015 Ranking in December 2014 Ranking in December SERVICE REQUEST -> ACCOUNT -> ACCOUNT EXTENDED 2 SERVICE REQUEST -> SOFTWARE -> CONFIGUED 3 SERVICE REQUEST -> ADVICE -> ADVICE PROVIDED 4 SERVICE REQUEST -> ACCOUNT -> ACCOUNT CREATED 5 SERVICE REQUEST -> ACCOUNT -> ACCOUNT PERMISIONS GRANTED 6 SERVICE REQUEST -> ACCOUNT -> PASSWORD RESET 7 SERVICE REQUEST -> SOFTWARE -> SALE SERVICE REQUEST -> TELEPHONY -> QUERY RESPONDED TO 9 SERVICE REQUEST -> -> ACCESS TO SHARED MAILBOX 10 SERVICE REQUEST -> HARDWARE -> HARDWARE MOVED Both this year and last year account extensions became to a top ranking call type in December but were not in the top 10 for November. Students graduating will have their LSE accounts set to expire at the end of December so the request for them to be renewed will be made at this time of year. 15

19 2.6.3 Top 10 Incident categories used when calls are opened in December 2015 Category Number of Calls Number of Calls December 2014 Ranking in November INCIDENT/PROBLEM -> SECURITY -> SPAM INCIDENT/PROBLEM -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> PRINTING (STAFF)->CAN T PRINT 4 INCIDENT/PROBLEM -> -> CAN T SEND / RECEIVE 5 INCIDENT/PROBLEM -> FILE STORAGE -> DEPARTMENAL / SHARED SPACE 6 INCIDENT/PROBLEM -> APPLICATIONS DESKTOP -> OTHER 7 INCIDENT/PROBLEM -> NETWORKS -> NOT AVALIBLE INCIDENT/PROBLEM -> HARDWARE -> HARDWARE FAULT 9 INCIDENT/PROBLEM -> APPLICATIONS DESKTOP -> ACCESS 10 INCIDENT/PROBLEM -> APPLICATIONS OTHER -> ERROR MESSAGE Ranking in December Top 10 Incident categories used when calls are closed in December 2015 Category Number of Calls Number of Calls December 2014 Ranking in November INCIDENT/PROBLEM -> SECURITY -> ADVICE PROVIDED INCIDENT/PROBLEM -> SOFTWARE ->FIX PROVIDED INCIDENT/PROBLEM -> NETWORKS -> ACCESS RESTORED 4 INCIDENT/PROBLEM -> ACCOUNT -> PASSWORD RESET INCIDENT/PROBLEM -> -> CLIENT CONFIGUREED INCIDENT/PROBLEM -> SOFTWARE -> CONFIGURED INCIDENT/PROBLEM -> HARDWARE -> CONFIGURED INCIDENT/PROBLEM -> ADVICE -> ADVICE PROVIDED INCIDENT/PROBLEM -> AUDIO VISUAL TECHING EQUIPMENT RESOLVED 10 INCIDENT/PROBLEM -> PRINTER -> RECONFIGURED Ranking in December 2014 The number of incidents closed against advice provided has dropped compared to last month and last year. The software fix category for call closure has mostly been used to close calls where the outlook profile on users PC s have been reconfigured. 16

20 3.0 Qualitative Aspects of the service desk. 3.1 Staffing levels or significant changes There have been no significant changes in staffing on the service desk in December Total working days in December (working days * number of full time staff not counting manager) 96 - Total staff absence due to training 0 days - Total staff absence due to planned leave 21 days - Total staff absence due to unplanned leave 9 days Total working days lost 30% 3.2 User feedback The less than positive feedback on the CSS relates to users not getting an appropriate level of updates whilst a call is in progress. This will be raised with the Service desk team and the 2 nd line Support managers. 3.3 Call Quality check results The call quality checks this month show that the service desk staff have continued to work to the agreed quality standards. Work relating to the redesign of profiles used to log calls to help with more accurate information reporting continues. 17

21 3.4 Customer Service Survey trends for December The last week in December does show some very high response rates. It should be noted that 7 people responded during this week. Was your issue/query resolved to your satisfaction? 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 100% 86% 92% 90% 89% 06/12/ /12/ /12/ /12/ /01/2016 Yes 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Was your issue/query resolved within an adequate timescale? 74% 86% 83% 83% 100% 06/12/ /12/ /12/ /12/ /01/2016 Yes 18

22 Were you kept informed of the progress of your issue/query? ("Yes" and "Immediate Response") 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 100% 88% 76% 78% 60% 06/12/ /12/ /12/ /12/ /01/ % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% I am happy to be contacted by IMT in relation to this survey. 67% 76% 73% 78% 86% 06/12/ /12/ /12/ /12/ /01/2016 Yes 19

23 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% How do you rate the helpfulness of support staff? 92% 92% 84% 81% 83% 76% 60% 61% 21% 22% 16% 8% 100% 0% 06/12/ /12/ /12/ /12/ /01/2016 Excellent Good Excellent + Good 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% How do you rate the attitude of support staff? 88% 92% 92% 83% 72% 89% 72% 65% 23% 20% 17% 9% 100% 0% 06/12/ /12/ /12/ /12/ /01/2016 Excellent Good Excellent + Good 20

24 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% How do you rate the technical expertise of support staff? 92% 84% 88% 89% 64% 77% 61% 54% 30% 28% 28% 11% 100% 0% 06/12/ /12/ /12/ /12/ /01/2016 Excellent Good Excellent + Good How do you rate the appropriateness of the solution? 120% 100% 80% 84% 88% 88% 74% 77% 78% 100% 60% 61% 61% 40% 20% 0% 23% 14% 11% 17% 0% 06/12/ /12/ /12/ /12/ /01/2016 Excellent Good Excellent + Good 21

25 60 Responces Considerd /12/ /12/ /12/ /12/ /01/ Total number of responses considered from the December 2015 survey was 170 (12% of 1414 calls logged by the IMT Service Desk this month) 22

26 3.5 Customer Service Survey Responses for December The results given here do not include results where an IMT individual has submitted a response for a call logged in their own name Was your issue/query resolved to your satisfaction? 10% 90% Yes No The level of respondents that were satisfied with how IMT has resolved there query or issue has decreased by 1% compared to last month and 5% compared to December last year. Was your issue/query resolved within an adequate timescale? 18% 82% Yes No The user s perception of how appropriate they find the time scale involved in resolving issues or other queries has seen a 2% decrease in positive responses compared to last month and a 3% decrease compared to last year. 23

27 Were you kept informed of the progress of your issue/query? 44% 40% 16% Yes No issue/query resolved immediately The number of users that were positive about how well we kept them informed of their support query has decreased by 2% since November this year. The 84% positive response regarding updates in December this year is a 3% decrease compared to the response recorded in last year s survey. The combined responses for Yes and Issue/query resolved immediately are considered a positive response for this question. I am happy to be contacted by IMT in relation to this survey. 26% 74% Yes No 24

28 How do you rate the helpfulness of support staff? 8% 3% 15% 74% Excellent Good Average Poor The overall positive perception of the helpfulness of the support staff has increased by 1% looking at the combined Excellent and Good rated responses for December compared to November this year. The responses that rated the support staff s helpfulness as Excellent have increased by 1% and the responses rated as good have stayed the same. The negative responses have decreased by 1% overall. The responses that rated the support staff s helpfulness as Average have increased by 3% and those rated as Poor have decreased by 4%. The 89% positive response in December this year is a 3% decrease compared to the result recorded for December last year in the IMT CSS. How do you rate the attitude of support staff? 5% 4% 16% 75% Excellent Good Average Poor The overall positive perception of the support staff s attitude has increased by 1% looking at the combined Excellent and Good rated responses for December compared to November this year. The responses that rated the support staff attitude as Excellent have increased from by 3% and the Good rated responses have decreased by 2%. The responses that rated the attitude of the support staff as Average have stayed the same and the responses rated as Poor have decreased by 1%. The 91% positive response in December this year is a 4% decrease compared to the result recorded for December last year in the IMT CSS. 25

29 How do you rate the technical expertise of support staff? 7% 4% 22% 67% Excellent Good Average Poor The positive perceptions (combined Excellent and Good ) of support staff s technical expertise have increased by 1% overall with the Excellent rated responses decreasing by 1% and the responses rated as Good increasing by 2%. The respondents that rated the expertise of the technical support staff as Average have decreased by 1% and the responses rated as Poor have increased by 2% since November. The 89% positive response in December this year is a 4% decrease compared to the result recorded last December in the IMT CSS. How do you rate the appropriateness of the solution? 7% 7% 15% 71% Excellent Good Average Poor The positive ratings (combined Excellent and Good ) of the appropriateness of the solution provided have decreased by 3% overall compared to last month. The Excellent rated responses have decreased by 3% and the responses rated as Good have stayed the same since November. The respondents that rated the appropriateness of the solution as Average have increased by 2% and the responses rated as Poor have stayed have increased by 1% since November. The 86% positive response in December this year is a 6% decrease compared to the result recorded for December last year in the IMT CSS. 26

30 3.5.1 Data Summary for Customer Service Survey Responses for December Total responses considered Yes No issue/query resolved immediately Was your issue/query resolved to your satisfaction? N/A Was your issue/query resolved within an adequate timescale? N/A Were you kept informed of the progress of your issue/query? I am happy to be contacted by IMT in relation to this survey N/A Excellent Good 5 No response Average Poor How do you rate the helpfulness of support staff? How do you rate the attitude of support staff? How do you rate the technical expertise of support staff? How do you rate the appropriateness of the solution?

31 3.5.2 Positive responses to the IMT Customer Service Survey for December The majority of the responses to the IMT customer service survey continue remain positive. The people who choose to respond to the survey have given some very positive comments such as the ones below Prompt, informed and helpful support, combined with super technical competence. Swiftly and effectively Very nice and prompt response. Excellent work! Very prompt and efficient help. I had a reply to my within half an hour and my problem was solved Less than Positive responses to the IMT Customer Service Survey for December The less than positive feedback in this month s survey results mostly relates to communication around suspended accounts and updates on calls. 28

32 Appendix A Trends A.1 Abandon rate Abandon rate and number of calls logged % 6% 5% 5% 5% 4% 4% 4% 3% 3% 3% 3% 13% 13% 6% 10% 7% Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Number of logged calls The data prior to August 2014 was based on the old phone system statistics engine so is not considered reliable. A.2 % Calls Answered within 20 Seconds Number of calls answered within 20 seconds and Calls logged in supportworks % % % 89% 89% % % % 92% 94% % 82% % 81% 93% 88% 95% Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Number of logged calls 0 29

33 A.3 First Time Fix Rate First Time Fix - Incidents 50% 45% 40% 35% 30% 25% 20% 15% 10% 38% 35% 34% 29% 30% 29% 27% 24% 22% 22% 21% 17% 22% 19% 20% 36% 21% 17% 34% Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May First Time Fix -Service Requests 50% 45% 40% 35% 30% 25% 20% 15% 10% 42% 34% 30% 30% 28% 26% 23% 23% 24% 20% 16% 17% 23% 26% 18% 19% 23% 15% 20% Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May

34 A.4 First line fix First Line Fix - Incidents 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 60% 55% 57% 51% 53% 48% 48% 47% 48% 49% 47% 41% 41% 53% 56% 63% 58% 43% 50% Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May First Line Fix -Service Requests 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 57% 55% 56% 58% 54% 50% 45% 47% 51% 55% 58% 51% 52% 53% 45% 49% 51% 46% 56% Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May

35 A.5 Customer Service Survey results 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Was your issue/query resolved to your satisfaction? % Positive response 92% 90% 88% 90% 91% 91% 90% 90% 89% 88% 91% 92% 93% 94% 93% 95% 97% 91% 95% Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Was your issue/query resolved within an adequate timescale? % Positive response 89% 87% 81% 84% 87% 85% 88% 96% 89% 89% 87% 86% 85% 82% 82% 82% 80% Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May 84% 87%

36 Were you kept informed of the progress of your issue/query? % Positive response 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 92% 89% 91% 87% 88% 90% 86% 84% 80% 81% 80% 84% 87% 93% 87% 90% 91% 85% 87% Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May From November 2014 onwards the positive response rate given above shows the combined results for the responses yes and Issue/query resolved immediately. I am happy to be contacted by IMT in relation to this survey. % Positive response 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 75% 69% 72% 74% 77% 78% 67% 66% 69% 70% 68% 71% 76% 82% 76% 75% 76% 73% 75% Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May

37 34

38 35

39 Number of respondents Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May % 16% 14% 12% 10% 8% 6% 4% 14% Survey respondants as % of Calls logged By Service Desk 13% 14% 11% 12% 10% 12% 9% 11% 16% 9% 15% 2% 0% 8% 17% 13% 8% 13% 15% 12% Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May

40 % working days concluded with s less than 4 hours old awaiting logging 120% 100% 80% 92% 78% 95% 90% 89% 90% 100% 70% 64% 88% 95% 60% 55% 40% 20% 0% 48% 83% 70% 86% 96% 95% 100% Average per day open incidents, tasks and requests in the system

41 3500 Calls logged by IMT service desk per month

42 A.7 Highest logged incident category June July August September November November December January February March April May Category / Profile (2014) Category / Profile (2015) INCIDENT -> HARDWARE -> INCIDENT/PROBLEM -> WON'T RUN HARDWARE ->HARDWARE INCIDENT -> ACCOUNT -> LOGON FAILURE INCIDENT -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> SECURITY -> SPAM INCIDENT/PROBLEM -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> SECURITY -> SPAM FAULT INCIDENT/PROBLEM -> SECURITY -> SPAM INCIDENT/PROBLEM -> HARDWARE ->HARDWARE FAULT INCIDENT -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> HARDWARE ->HARDWARE FAULT INCIDENT -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> SECURITY -> SPAM INCIDENT -> ACCOUNT -> LOGON FAILURE INCIDENT/PROBLEM -> -> MIGRATION TO 365 INCIDENT/PROBLEM -> HARDWARE ->HARDWARE FAULT INCIDENT/PROBLEM -> SECURITY -> SPAM INCIDENT/PROBLEM ->PRINT SERVICES -> REPLACE TONER/PAPER 39

43 A.8 Highest logged service request category June July August September October November December January February March April May Category / Profile (2014) Category / Profile (2015) SERVICE REQUEST -> SERVICE REQUEST -> TELEPHONY PROCUREMENT -> HARDWARE -> CONFIGURATION CHANGE SERVICE REQUEST -> TELEPHONY - SERVICE REQUEST -> HARDWARE > CONFIGURATION CHANGE -> INSTALL SERVICE REQUEST -> TELEPHONY - SERVICE REQUEST -> ACCOUNT -> > CONFIGURATION CHANGE EXTEND SERVICE REQUEST -> ACCOUNT -> SERVICE REQUEST -> ACCOUNT -> ENQUIRY ENQUIRY SERVICE REQUEST -> TELEPHONY - SERVICE REQUEST -> ACCOUNT -> > CONFIGURATION CHANGE PASSWORD RESET SERVICE REQUEST -> TELEPHONY - SERVICE REQUEST -> ACCOUNT -> > CONFIGURATION CHANGE PASSWORD RESET SERVICE REQUEST -> ACCOUNT -> SERVICE REQUEST -> ACCOUNT -> EXTEND EXTEND SERVICE REQUEST -> ACCOUNT -> EXTEND SERVICE REQUEST ->PRINT SERVICES -> PRINT CONSUMABLES SERVICE REQUEST ->PRINT SERVICES -> PRINT CONSUMABLES SERVICE REQUEST -> TELEPHONY -> CONFIGURATION CHANGE SERVICE REQUEST -> TELEPHONY -> CONFIGURATION CHANGE 40