1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03

Size: px
Start display at page:

Download "1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03"

Transcription

1 1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This report summarises the performance of the IS partnership with Fujitsu Services during the period January to February Introduction This report describes the following aspects of performance:! Performance against service levels! The current status of projects! A summary of customer and client satisfaction, including an analysis of the complaints and major incidents! A summary of the service credits due to the council as a result of failure to meet service targets 2. Performance against service levels 2.1 General services The following table relates to the general services provided by Fujitsu for January and February Appendices 1 and 2 contain the statistics for the previous 12 month period (March 2002 to February 2003) and associated charts. Service Description of target Performance Target Ave Jan Feb Service Desk Total Number of calls: Incidents or problems Requests for change Other enquiries At least 80% of calls should be answered within 20 seconds 80% 87.3% 80.9% 86.1% Fewer than 3% of calls should be abandoned 3% 2.9% 1.0% 2.3% Service Desk should be available at least 97% of time (24 hours a day) 97% 100% 100% 100% First Time Call Resolution 50% 49.3% 40.0% 44.6% Fewer than 4 interruptions to the Service Desk in any month < Desktop Installations of 10 PCs or fewer should be within 10 days of authorisation 100% 100% 100% 100% All hardware faults should be resolved within 16 hours 100% 100% 100% 100% should be available 97% of time 97% 100% 100% 100% Data Network Class A sites should be available 95% of time 95% 99.9% 99.9% 99.7% Class B sites should be available 93% of time 93% 99.6% 99.2% 99.4% Class C sites should be available 90% of time 90% 99.6% 99.8% 97.6% Class D sites should be available 90% of time 90% 100% 100% 99.9% Comp. Environment All environments should be available 98% of time 98% 100% 100% 100%

2 2 2.2 Corporate Systems Support In addition to the general services described above, the systems below are monitored against specific targets. The periods these are measured against are based on "end dates " and it is against these that scores are reported. Service Description Performance January February! Corporate Financials! Housing! Payroll! Office! Revs and Bens! Cash Receipting! NNDR These systems are to be available 98% of the time and on failure should be restored within 4 hrs. SLA Achieved SLA Achieved 3. Projects The following table provides information on projects which are currently underway within the Council. Current Projects Project Name Comment Next Critical Date Infrastructure Update Supporting Electronic Government Social Work System Housing Property Database Payroll and Personnel DCAS / BizTalk Integration This project combines the aims of the desktop refresh and a number of other initiatives which will enable the delivery of the Electronic Government Agenda. The contractual arrangements have been agreed and a pilot stage has begun. This pilot will take place in a number of Council sites to enable processes for the main project to be proved or modified. This project for the replacement of the Social Work system has begun with a series of Value Assurance interviews, followed by workshops and feedback. Stage 1, module implementation and initial data load, is now in the acceptance phase. Stage 2, will be agreed after this. It is envisaged that stage 2 will include the use of handheld PCs for data collection in the field. The Project Board have agreed a revised project plan for the migration of remaining payrolls. Each payroll migration involves a period of parallel running during which issues are resolved before the payroll goes live. The migration of 4500 pensioner s records to the live system has now taken place. Two further payrolls were migrated at the end of February. The Court Management System is now live in all District Courts. All admin staff have been trained. An update is required from the software supplier to enable integration between the District Courts and the Service Points. After this is tested and rolled out, the project will enter the acceptance phase. 31/03/2003 Completion and review of pilot. 30/04/03 Feedback from interviews and workshops. 30/04/2003 Project Board. 27/03/2003 Project Board. 30/04/2003 Start of project acceptance.

3 4. Customer And Client Satisfaction Customer Satisfaction As part of the contractual agreement between Highland Council and Fujitsu Services, and as method of measuring the delivery of ICT services to the Council, a Customer Satisfaction Survey was undertaken from mid October 2003 and was completed before the end of the year. The survey was conducted by an independent Local Market Research Company, Merkinch Enterprise. A total of 1010 successful responses were obtained through telephone interviews, achieving the target sample size. This equals 25% of the Council s total ICT users. The questionnaire was tailored to target 3 different user groups; the General Users, the Information Systems Liaison Officers (ISLOs) and the Directors. The survey results are now available in the form of a Powerpoint Presentation on the Council Intranet under: The outcome of the survey and management of its results has led to a twofold improvement plan: An action plan was undertaken to resolve immediate identified issues raised during the occurrence of the study itself, Development of an improvement plan to tackle the identified longer term issues. This survey is only one part of the total approach to measure Customer Satisfaction; other measures include the Customer Satisfaction Scorecard submitted by the ISLO of the service on a monthly basis. 4.2 Client Satisfaction The method of client satisfaction scoring is being re-assessed in conjunction with work on service descriptions and service level agreements. It is important that the service levels are achievable by Fujitsu yet meaningful in terms of Highland Council s business requirements. A new method of client satisfaction will be developed to reflect the results of this work. 4.3 Complaints Month Ref. Description Action January HCC0061 Failure to escalate a network failure at Lochaber Area Education office within the proper time-scales. January HCC0062 IT equipment performance within the Archaeology Section of the Planning & Development Service. The complaint was caused by a number of issues including age of equipment, software problems and service desk performance. February HCC0063 Problems related to access of the Revenues & Benefits application following a legislative upgrade. The process for escalation of major faults has been re-emphasised to all supporting teams. PCs have been refreshed, software housekeeping was carried out and calls to the service desk will be analysed to identify areas for improvement. A business case is being developed for replacement of the main database. Fujitsu will pursue cause of this problem with the software supplier. In the meantime a solution to avoid recurrence has been agreed.

4 4 Month Ref. Description Action February HCC0064 Delays in the implementation of a network and till solution for the Glen Nevis centre. IS Client and Fujitsu are reviewing the governance process for non standard requests for equipment not usually provided by Fujitsu. 4.4 Major Incident Reports for the reporting period A major incident is logged when Fujitsu themselves are dissatisfied with the service they have provided regardless of whether a complaint has been logged. There were no major incidents in this reporting period. 5. Service credits The table below shows the value of service credits due, which result from failure to meet certain SLA targets. Service Credits Previous this year Jan/Feb Year to date Credits arising from Client Satisfaction Credits arising from failure to achieve targets Total The period for calculating service credits is the contract year, which runs from 30/6/02 to 1/7/ Recommendation Members are asked to note the contents of this report. Signature Designation Head of Electronic Government Date Author: Miles Watters Background Papers Service Reports (January/February, 2003)

5 Appendix 1 Performance Statistics Service Description of target Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Average Service Desk Total Number of calls: ,117 2, Incidents or problems ,009 1, Requests for change Other enquiries At least 80% of calls should be answered within 20 seconds 93.0% 95.6% 95.0% 97.8% 90.3% 81.7% 77.2% 80.8% 85.5% 83.2% 80.9% 86.1% 87.3% Fewer than 3% of calls should be abandoned 0.6% 0.9% 0.9% 2.2% 1.6% 3.3% 6.3% 5.3% 6.4% 3.4% 1.0% 2.3% 2.9% Service Desk should be available at least 97% of time (24 hours a day) 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% First time call resolution 50.7% 56.2% 55.2% 51.7% 50.4% 50.4% 52.5% 48.3% 49.4% 42.4% 40.0% 44.6% 49.3% Fewer than 4 interruptions to the Service Desk in any month Desktop Installations of 10 PCs or fewer should be within 10 days of authorisation 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% Installations of PCs should be within 15 days of authorisation N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Installations of more than 20 PCs should be within 20 days of authorisation N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A All hardware faults should be resolved with 16 hours 100% 100% 100% 100% 100% 100% 100% 99.1% 100% 100% 100% 100% 100% should be available 97% of time 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% Data Network Class A sites should be available 95% of time 99.7% 100% 99.9% 99.9% 100% 99.8% 99.7% 100% 99.9% 99.9% 99.9% 99.7% 99.9% Class B sites should be available 93% of time 99.4% 99.2% 99.9% 99.6% 100% 99.5% 99.6% 99.8% 99.9% 100% 99.2% 99.4% 99.6% Class C sites should be available 90% of time 99.3% 99.8% 100% 99.7% 99.8% 99.6% 100% 100% 99.8% 99.7% 99.8% 97.6% 99.6% Class D sites should be available 90% of time 100% 99.8% 100% 100% 100% 100% 100% 100% 99.9% 99.9% 100% 99.9% 100% Computing Environment All environments should be available 98% of time 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

6 Appendix 2 Service Desk Performance Charts Total Number of calls made to the service desk Average = Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Percentage of calls answered within 20 seconds 100% 95% 90% 85% 80% 75% 70% Average = 87.3% Target = 80.0% 65% Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Percentage of calls resolved at first contact 60% 58% 56% 54% 52% 50% 48% 46% 44% 42% 40% Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Target = 50.0% Average = 49.3%

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network

More information

Analysis One Code Desc. Transaction Amount. Fiscal Period

Analysis One Code Desc. Transaction Amount. Fiscal Period Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00

More information

Manchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting)

Manchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting) Manchester City Council Report for Information Report to: Subject: Overview and Scrutiny Human Resources Subgroup - 25 January 2011 Managing Attendance (Real Time Absence Reporting) Report of: Assistant

More information

IMT Performance Metrics and Qualitative Feedback

IMT Performance Metrics and Qualitative Feedback IMT Performance Metrics and Qualitative Feedback December 2015 Liz McNaughton Content Page 1.0 Executive Summary 1 1.1 Summary of statistics 2 2.0 Service performance 3 2.1 Significant incidents 3 2.1.2

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

KELLER INDEPENDENT SCHOOL DISTRICT

KELLER INDEPENDENT SCHOOL DISTRICT BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence

More information

Central Hosting. Case Study

Central Hosting. Case Study Central Hosting Case Study October, 2014 Central Hosting Case Study Background An Chéim was originally set up to procure, distribute and implement key MIS systems (hardware and software) for the Institutes

More information

Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8

Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007

More information

Council, 6 February 2014. IT Report. Executive summary and recommendations. Introduction

Council, 6 February 2014. IT Report. Executive summary and recommendations. Introduction Council, 6 February 2014 IT Report Executive summary and recommendations Introduction The report sets out the main activities of the IT Department since the last meeting of Council. It includes statistical

More information

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017 From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days

More information

Computing & Telecommunications Services Monthly Report March 2015

Computing & Telecommunications Services Monthly Report March 2015 March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified

More information

MONTHLY PROJECT PROGRESS REPORT

MONTHLY PROJECT PROGRESS REPORT MONTHLY PROJECT PROGRESS REPORT Project name: Project description: UCL School of Pharmacy Merger - IT & Data Programme A Programme to ensure all IT & Data elements of the UCL SoP Merger are co-ordinated

More information

CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY

CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY CHILDREN AND YOUNG PEOPLE'S PARTNERSHIP BOARD CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY 1 Introduction 1.1 The purposes of this strategy are to set out: i) the arrangements

More information

Metric of the Month: The Service Desk Balanced Scorecard

Metric of the Month: The Service Desk Balanced Scorecard INDUSTRY INSIDER 1 Metric of the Month: The Service Desk Balanced Scorecard By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or

More information

GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4

GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 APPENDIX A Strategic Planning Process 2016/17 Strategic Planning Process 2016/17 Interlocking processes 5 Year strategic process: reviewed

More information

Walton Centre. Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt. Monitoring & Audit

Walton Centre. Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt. Monitoring & Audit Page 1 Walton Centre Monitoring & Audit Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt Page 2 Table of Contents Section Contents 1 Introduction 2 Responsibilities Within This

More information

Student Facing Customer Service Contact

Student Facing Customer Service Contact Student Loans Company Student Facing Customer Service Contact Presenter: Rebecca Dowding, Jamie Law & Sharon Parkin Department: Customer Services Date: 25 27 March 2015 www.slc.co.uk Customer Services

More information

Project Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee

Project Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee Page 1 2 Contents 1. Introduction... 3 1.1 Definition of a... 3 1.2 Why have

More information

BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09

BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 Responsible Member Responsible Head of Service Councillor - James Duddy,

More information

Consumer ID Theft Total Costs

Consumer ID Theft Total Costs Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially

More information

Our complaints policy has introduced a consistent definition of a complaint across Great Places:

Our complaints policy has introduced a consistent definition of a complaint across Great Places: Report Title: A Year of Resolution? Author: Mike Glennon CSV Date: 26 th June 2015 CSV Priority: Championship Introduction: In 2013 we launched a new approach to complaint resolution which, although prevalent

More information

SIPP Core and Topical Modules Organization and Issues

SIPP Core and Topical Modules Organization and Issues SIPP Core and Topical Modules Organization and Issues Jason Fields US Census Bureau Session 4: Designs that effectively mix global and detail information to reduce burden and measurement error. June 1-2,

More information

CONFORMED COPY. Method Statement Helpdesk Services. Revision History. Revision Date Reviewer Status. 23 March 2007 Project Co Final Version

CONFORMED COPY. Method Statement Helpdesk Services. Revision History. Revision Date Reviewer Status. 23 March 2007 Project Co Final Version CONFORMED COPY Method Statement Revision History Revision Date Reviewer Status 23 March 2007 Project Co Final Version Table of Contents 1 Objectives... 3 2 Management Supervision and Organisation Structure...

More information

Gloucestershire Health and Care Scrutiny Committee

Gloucestershire Health and Care Scrutiny Committee Gloucestershire Health and Care Scrutiny Committee Report Title Purpose of Report Is this for information or decision? Author Organisation Gloucestershire Clinical Commissioning Group update on Non- Emergency

More information

External Audit Reviews. Report by Director of Finance

External Audit Reviews. Report by Director of Finance THE HIGHLAND COUNCIL AUDIT AND STANDARDS COMMITTEE 4 DECEMBER 2003 Agenda Item Report No External Audit Reviews Report by Director of Finance SUMMARY The pages that follow contain a report from the Council's

More information

Planning and Performance Management Framework

Planning and Performance Management Framework This document is available, on request, in accessible formats, including Braille, CD, audio cassette and minority languages. Planning and Performance Management Framework NT/SPP/08/08/5648 0.5k CCD Index

More information

Trust Board. 19 May 2009. Complaints and Compliments Report. Karen Cooper Patient Services Manager. Fiona Barr Acting Corporate Affairs Director

Trust Board. 19 May 2009. Complaints and Compliments Report. Karen Cooper Patient Services Manager. Fiona Barr Acting Corporate Affairs Director Trust Board 19 May 2009 Paper Ref: 18.8 Title: Summary: Action Required: Author: Accountable Director: FOI Status: Complaints and Compliments Report Overview of the number of complaints, comments and compliments

More information

15/03. 1 Date / title of meeting. 29 th January 2015. NHSBT Board Meeting. 2 Title New NHSBT Desktop Liverpool Beta Trial.

15/03. 1 Date / title of meeting. 29 th January 2015. NHSBT Board Meeting. 2 Title New NHSBT Desktop Liverpool Beta Trial. 15/03 1 Date / title of meeting 29 th January 2015 NHSBT Board Meeting 2 Title New NHSBT Desktop Liverpool Beta Trial 3 Status Official 4 Tweet NHSBT New Desktop pilot to be extended to Liverpool 5 Executive

More information

Supplier Rating System

Supplier Rating System Supplier Rating System Supplier Manual Presented by Admiral Tool & Manufacturing Purchasing and Quality WI-PU-06-002 Rev. Lev. 003 Rev. Date 02/06/2003 1 Table of Contents Introduction 3 Scoring Criteria

More information

BRISTOL CITY COUNCIL RESOURCES SCRUTINY COMMISSION. 28 March 2008

BRISTOL CITY COUNCIL RESOURCES SCRUTINY COMMISSION. 28 March 2008 AGENDA ITEM No: 11 BRISTOL CITY COUNCIL RESOURCES SCRUTINY COMMISSION 28 March 2008 Report of: Director of Central Support Services Title: ICT Division - progress report Ward: City wide Officer presenting

More information

ITD Help Desk Traffic Report May 2002

ITD Help Desk Traffic Report May 2002 ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University chris_king@ncsu.edu Information

More information

ITlL SERVICE DESK IMPLEMENTATION

ITlL SERVICE DESK IMPLEMENTATION Report Asset Management Committee 31 January 2006 14 ITlL SERVICE DESK IMPLEMENTATION 1. Reason for Report To seek Member's approval for the procurement and implementation of the Infra Service Desk software

More information

Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre

Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal To change the opening hours of the Revenues & Benefits Call Centre to 9am until 5pm Monday to Friday with effect

More information

24x7 Help Desk Services Questions & Answers for RFP 40016_21030705

24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 1. What % of the call volume that was listed in the RFP was related to LMS (BB and Moodle) support? See Table 5 2. What is the number

More information

Service Improvement Plan. DRAFT v.0.1. Harrow IT Services

Service Improvement Plan. DRAFT v.0.1. Harrow IT Services Harrow IT Services Service Improvement Plan DRAFT v.0.1 Harrow IT Services October 20 Contents 1. Introduction... Error! Bookmark not defined. 2. The Vision for HITS... Error! Bookmark not defined. 3.

More information

Detailed guidance for employers

Detailed guidance for employers April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition

More information

Den bredeste Service Desk Service Desk konference SOS Forum

Den bredeste Service Desk Service Desk konference SOS Forum Den bredeste Service Desk Service Desk konference SOS Forum Senior Director Morten Østergaard Director Gitte Ryholl Director Lene Dueholm 1 Agenda Intro How Current Status 2 LEGO Service Center: Direction

More information

Frequently Asked Questions Pay

Frequently Asked Questions Pay Frequently Asked Questions Pay Q. What are the contact details for Payroll? A. You can contact the ELFS Helpdesk as follows:- Via their website at www.elfsnhs.co.uk. To do this, you should click on General

More information

ITS Managed IT Support

ITS Managed IT Support ITS Managed IT Support INCIDENT AND SURVEY REPORT From July 1, 2013 to July 31, 2014 T h e U n i v e r s i t y o f T e x a s a t A u s t i n I T S C U S T O M E R S U P P O R T S E R V I C E S ( C S S

More information

Breen Elementary School

Breen Elementary School Breen Elementary School Day: Monday Time: 1:40 pm to 3:10 pm (90 minutes) Session A Sept 21, Sept28, Oct 5, Oct 19, Oct 26, Nov 2 No class on Oct 12 Session B Nov 30, Dec 7, Dec 14, Jan 4, Jan 11, Jan

More information

Request under the Freedom of Information Act 2000 (FOIA)

Request under the Freedom of Information Act 2000 (FOIA) Our Ref: 005792/13 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP 8 July 2013 Tel: 101 Ext 800 2507 Fax: 0115 967 2896 Request under the Freedom of Information

More information

Financial Operating Procedure: Budget Monitoring

Financial Operating Procedure: Budget Monitoring Financial Operating Procedure: Budget Monitoring Original Created: Jan 2010 Last Updated: Jan 2010 1 Index 1 Scope of Procedure...3 2 Aim of Procedure...3 3 Roles & Responsibilities...3 Appendix A Timetable...7

More information

Ashley Institute of Training Schedule of VET Tuition Fees 2015

Ashley Institute of Training Schedule of VET Tuition Fees 2015 Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-

More information

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater

More information

Request under the Freedom of Information Act 2000 (FOIA)

Request under the Freedom of Information Act 2000 (FOIA) Our Ref: 006683/12 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP 11 December 2012 Tel: 101 Ext 800 2507 Fax: 0115 967 2896 Request under the Freedom

More information

CABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services

CABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services CABINET 9 th February 2006 Report of the Director of Partnerships and Customer Services ITEM 11 CRM DEVELOPMENT Purpose of the Report To seek approval to the replacement for the Council s Customer Relationship

More information

Request under the Freedom of Information Act 2000 (FOIA)

Request under the Freedom of Information Act 2000 (FOIA) Our Ref: 000803/14 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP Tel: 101 Ext 800 2507 Fax: 0115 967 2896 19 March 2014 Request under the Freedom of

More information

Service Level Agreement LiIT Cloud Services Level Agreement SLA Version 2.0

Service Level Agreement LiIT Cloud Services Level Agreement SLA Version 2.0 Service Level Agreement LiIT Cloud Services Level Agreement SLA Version 2.0 This document summarises LiIT Cloud s service level agreement for hosted services. This document is incorporated in the LiIT

More information

POLICY FOR COLLABORATIVE RESEARCH DEGREES. Policy for Split-Site PhD Arrangements. October 2005. August 2013. Research Office Graduate Education Team

POLICY FOR COLLABORATIVE RESEARCH DEGREES. Policy for Split-Site PhD Arrangements. October 2005. August 2013. Research Office Graduate Education Team POLICY FOR COLLABORATIVE RESEARCH DEGREES October 2005 Policy for Split-Site PhD Arrangements Research Office Graduate Education Team CONTENTS 1 INTRODUCTION AND DEFINITION OF A SPLIT-SITE PHD... 3 2 RATIONALE

More information

QUALITY MANAGEMENT SYSTEM MANUAL LEC MARINE (KLYNE) LTD

QUALITY MANAGEMENT SYSTEM MANUAL LEC MARINE (KLYNE) LTD QUALITY MANAGEMENT SYSTEM MANUAL For LEC MARINE (KLYNE) LTD In Accordance with the Principles Contained in BS EN ISO 9001:2008 Page 1 of 39 : Issue 12: Authorised by WM Sawyer June 2012 REVISION SHEET

More information

Service Desk Management Process

Service Desk Management Process Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries

More information

Coordination and air quality monitoring during emergencies. Colin Powlesland Environment Agency

Coordination and air quality monitoring during emergencies. Colin Powlesland Environment Agency Coordination and air quality monitoring during emergencies Colin Powlesland Environment Agency Contents h Introduction h What do we want to achieve? h Implementation programme h Incident timeline h Proposed

More information

OPERATING PROCEDURE IT CHANGE MANAGEMENT PROCEDURES MANUAL. PREPARED BY: AEMO DOCUMENT NO: Enter Document ID VERSION NO: 6.

OPERATING PROCEDURE IT CHANGE MANAGEMENT PROCEDURES MANUAL. PREPARED BY: AEMO DOCUMENT NO: Enter Document ID VERSION NO: 6. OPERATING PROCEDURE IT CHANGE MANAGEMENT PROCEDURES MANUAL PREPARED BY: AEMO DOCUMENT NO: Enter Document ID VERSION NO: 6.6 STATUS FINAL Approvals The undersigned have approved the release of Version 6.6

More information

Independent Accountants Report on Applying Agreed-Upon Procedures

Independent Accountants Report on Applying Agreed-Upon Procedures Independent Accountants Report on Applying Agreed-Upon Procedures Board of Trustees We have performed the procedures, as discussed below, with respect to the employer contributions remitted by to the in

More information

Marsha Ingram, Head of Corporate Affairs

Marsha Ingram, Head of Corporate Affairs Date of Board meeting: 26 th November 2008 Subject: Annual Cycle of Board Business Trust Board lead: Marsha Ingram, Head of Corporate Affairs Presented by: Marsha Ingram, Head of Corporate Affairs Aim

More information

Easter Seals Central Texas Programs Outcome Profiles Monthly and Year to Date FY 2011 85% 87% 80% 80% 84% 84% 83%

Easter Seals Central Texas Programs Outcome Profiles Monthly and Year to Date FY 2011 85% 87% 80% 80% 84% 84% 83% I. Outcomes Indicators for individuals receiving services: (Service Delivery Effectiveness) 85% 87% 80% 80% 84% 84% 83% A. Access Sep 10 Oct 10 Nov 10 YTD Dec 10 Jan 11 Feb 11 YTD Mar 11 Apr 11 May 11

More information

A!Team!Cymru!EIS!Report:!Growing!Exploitation!of!Small! OfCice!Routers!Creating!Serious!Risks!

A!Team!Cymru!EIS!Report:!Growing!Exploitation!of!Small! OfCice!Routers!Creating!Serious!Risks! ATeamCymruEISReport:GrowingExploitationofSmall OfCiceRoutersCreatingSeriousRisks PoweredbyTeamCymru sthreatintelligencegroup Page 1of 14www.team-cymru.com www.team-cymru.com Threat'Intelligence'Group EXECUTIVE

More information

Rapid Service Desk Training Through Knowledge

Rapid Service Desk Training Through Knowledge Rapid Service Desk Training Through Knowledge Sue Cummings Associate Directorate for Business Innovation: Service Innovation Division May 4, 2016 Abstract An efficient and effective IT Service Desk (SD)

More information

Governing Board Memorandum

Governing Board Memorandum Governing Board Memorandum February 19, 2015 Agenda Item 10: Recommended Action: Progress Report on the 2015 CEA IT Project Portfolio No action required information only Chief Information Officer Todd

More information

Stephen Doune HRIS Project Manager Plan International

Stephen Doune HRIS Project Manager Plan International Stephen Doune HRIS Project Manager Plan International Content 1. About Plan International 2. The Challenge 3. The Vision 4. About Assima 5. The Projects 6. The Timeline 7. Partner Selection 8. Key 1st

More information

Educational Technology Services Monthly Report. March, 2009. Prepared by Educational Technology Services, State Fair Community College

Educational Technology Services Monthly Report. March, 2009. Prepared by Educational Technology Services, State Fair Community College Educational Technology Services Monthly Report March, 2009 Prepared by Educational Technology Services, State Fair Community College Robert Paulson, Vice President Service Satisfaction Results HDO Statistics

More information

Policy: D9 Data Quality Policy

Policy: D9 Data Quality Policy Policy: D9 Data Quality Policy Version: D9/02 Ratified by: Trust Management Team Date ratified: 16 th October 2013 Title of Author: Head of Knowledge Management Title of responsible Director Director of

More information

Information Commissioner's Office

Information Commissioner's Office Information Commissioner's Office IT Procurement Review Ian Falconer Partner T: 0161 953 6480 E: ian.falconer@uk.gt.com Last updated 18 June 2012 Will Simpson Senior Manager T: 0161 953 6486 E: will.g.simpson@uk.gt.com

More information

Unleashing the Enormous Power of Help Desk KPI s. Help Desk Best Practices Series January 20, 2009

Unleashing the Enormous Power of Help Desk KPI s. Help Desk Best Practices Series January 20, 2009 Unleashing the Enormous Power of Help Desk KPI s Help Desk Best Practices Series January 20, 2009 The Premise Behind Help Desk KPI s We ve all heard the expression If you re not measuring it, you re not

More information

Using PPICS for Data Collection: Federal Reporting Requirements

Using PPICS for Data Collection: Federal Reporting Requirements TM Using PPICS for Data Collection: Federal Reporting Requirements Michael Hutson Research Associate Illinois May 1, 2014 Copyright 2007 Learning Point Associates. All rights reserved. Agenda Introduction

More information

Legislative Brief: PAY OR PLAY PENALTIES LOOK BACK MEASUREMENT METHOD EXAMPLES. EmPowerHR

Legislative Brief: PAY OR PLAY PENALTIES LOOK BACK MEASUREMENT METHOD EXAMPLES. EmPowerHR EmPowerHR Legislative Brief: PAY OR PLAY PENALTIES LOOK BACK MEASUREMENT METHOD EXAMPLES The Affordable Care Act (ACA) imposes a penalty on applicable large employers (ALEs) that do not offer health insurance

More information

Five Ways Student Loans Impact Credit. Federal Student Loans are Unique. Federal Student Loans are Unique

Five Ways Student Loans Impact Credit. Federal Student Loans are Unique. Federal Student Loans are Unique Five Ways Student Loans Impact Credit Federal Student Loans are Unique Established credit is not needed No payment due immediately Variety of repayment options Ability to postpone payments Can combine

More information

Committee of the Whole. January 22, 2014

Committee of the Whole. January 22, 2014 Committee of the Whole January 22, 2014 Drivers for 2003 IT Outsourcing Cost savings - privatization model ($2- $3MM/year) Cost avoidance Data center lease with County expiring ($3.5MM) Disaster recovery

More information

Best Practices. in Service Desk Migration. Learning Lessons from Electronic Voting Controversies Strategy

Best Practices. in Service Desk Migration. Learning Lessons from Electronic Voting Controversies Strategy Leading IT Service & Support March/April 2007 SM Best Practices in Service Desk Migration Strategy Learning Lessons from Electronic Voting Controversies Strategy Actions Speak Louder Than Words: Substantiating

More information

ISO 20000-1:2005 Requirements Summary

ISO 20000-1:2005 Requirements Summary Contents 3. Requirements for a Management System... 3 3.1 Management Responsibility... 3 3.2 Documentation Requirements... 3 3.3 Competence, Awareness, and Training... 4 4. Planning and Implementing Service

More information

Scomis Service Report Spring 2015 (1 January 2015 to 12 April 2015)

Scomis Service Report Spring 2015 (1 January 2015 to 12 April 2015) Scomis Service Report (1 January to 12 April ) Service Desk The Scomis Service Desk provides front-line telephone support for over 600 establishments. During the Service Desk received a total of 9,320

More information

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK 09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides

More information

Supervisor Instructions for Approving Web Time Entry

Supervisor Instructions for Approving Web Time Entry Supervisor Instructions for Approving Web Time Entry Time Approval Deadlines by Category Local 2110 Members members submit time by NOON on Monday of the pay week. Time should be approved no later than

More information

Portal Annual Report 2012/13

Portal Annual Report 2012/13 Portal Annual Report 2012/13 Introduction This report is provided for a diverse audience and covers the year 1st September 2012 31st August 2013, the seventh year of operation of the Portal. The Portal

More information

TERMS OF REFERENCE FOR THE HUMAN RESOURCES AND COMPENSATION COMMITTEE

TERMS OF REFERENCE FOR THE HUMAN RESOURCES AND COMPENSATION COMMITTEE I. PURPOSE The purpose of the Human Resources and Compensation Committee (the Committee ) is to assist the Board in fulfilling its obligations relating to human resource and compensation policy and related

More information

PowerSteering Product Roadmap Your Success Is Our Bottom Line

PowerSteering Product Roadmap Your Success Is Our Bottom Line Drive strategy. Accelerate results. cloud-based program & portfolio management software PowerSteering Product Roadmap Your Success Is Our Bottom Line Jay Hoskins Director of Product Management PowerSteering

More information

Sage ERP MAS 90, 200, 200 SQL, and Sage ERP MAS 500. Supported Versions

Sage ERP MAS 90, 200, 200 SQL, and Sage ERP MAS 500. Supported Versions Sage ERP MAS 90, 200, 200 SQL, and Sage ERP MAS 500 Supported Versions Current Document: 2012... Page 1 Earlier Documents: 2011... Page 2 2010... Page 3 2009... Page 4 2008... Page 5 Sage ERP MAS 90, 200,

More information

Employers Compliance with the Health Insurance Act Annual Report 2015

Employers Compliance with the Health Insurance Act Annual Report 2015 Employers Compliance with the Health Insurance Act Annual Report 2015 ea Health Council Health Council: Employers Compliance with the Health Insurance Act 1970 Annual Report 2015 Contact us: If you would

More information

Throughput and Outstanding Workload for High Court Criminal Jury Trials - August 2005 to July 2006

Throughput and Outstanding Workload for High Court Criminal Jury Trials - August 2005 to July 2006 Page 1 Throughput and Outstanding Workload for Criminal Jury Trials - August 20 to July 20 Opening New Retrials Transfers Warrants Number of Cases Disposed Warrants Transfers Merged/ Hung Mis- Closing

More information

Data Quality Rating BAF Ref Impact on BAF Risk Rating

Data Quality Rating BAF Ref Impact on BAF Risk Rating Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton

More information

Performance Measures. First Quarter 2012

Performance Measures. First Quarter 2012 Performance Measures First Quarter 2012 1Q2012 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Efficiency (Cost per Revenue Hour) Cost Effectiveness (Cost per Passenger) Service Effectiveness

More information

Procedure for Corrective and Preventative Action. Procedure No. 304

Procedure for Corrective and Preventative Action. Procedure No. 304 Procedure for Corrective and Preventative Action Procedure No. 304 Print Name Title Date Prepared by L. Naughton Quality Assurance 09/04/09 Consultant Reviewed by N.Mooney Assistant Fire and Safety Offficer

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014

P/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014 2014-2015 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2014 TERM Key: P/T = Part of Term P/T Description

More information

Call Center Request for Quotes Questions and Answers

Call Center Request for Quotes Questions and Answers Call Center Request for Quotes Questions and Answers 1 From Page 2 Existing Call Center Services and Call Volume a. The RFP lists volume of calls, but does not list duration of calls. b. QUESTION what

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013

P/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013 2013-2014 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2013 TERM Key: P/T = Part of Term P/T Description

More information

Supply Quality Assurance

Supply Quality Assurance Supply Quality Assurance Electric / Gas T&D, Hydro, Solar and Fossil Fuel Power Generation 2014 Supplier Conference Jim Adamson Director, Supplier Quality Assurance Engaging With Suppliers How Supplier

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015

P/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015 2015-2016 SPECIAL TERM ACADEMIC CALENDAR For Scranton Education Online (SEOL), Masters of Business Administration Online, Masters of Accountancy Online, Health Administration Online, Health Informatics

More information

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf

More information

Office of the. Ombudsman. 2010 Annual Report. A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You

Office of the. Ombudsman. 2010 Annual Report. A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You Office of the Ombudsman 2010 Annual Report A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You A Message from Don Moffatt, the Ombudsman The Office of the Ombudsman

More information

CLARK ATLANTA UNIVERSITY

CLARK ATLANTA UNIVERSITY CLARK ATLANTA UNIVERSITY Policy 9.1.32: Timely Submission of Payroll Documents CLARK ATLANTA UNIVERSITY POLICY and PROCEDURE Subject: Timely Submission of Payroll Documents Department: and Salary Administration

More information

FCR The Driver of All Other Metrics

FCR The Driver of All Other Metrics 1 At SQM, we measure all major voice of the customer (VoC) metrics, such as customer satisfaction (Csat), ease of effort, net promoter score (NPS) and word of mouth index (WoMI). SQM also measures moments

More information

Dealing with customer complaints and compliments procedure

Dealing with customer complaints and compliments procedure Dealing with customer complaints and compliments procedure Classification: Policy Name: First Issued / Approved: 05/08/08 Last Reviewed: Management Policies & Procedures Dealing with customer complaints

More information

Managing Projects with Practical Software & Systems Measurement PSM

Managing Projects with Practical Software & Systems Measurement PSM Managing Projects with Practical Software & Systems Measurement PSM Mauricio Aguiar PSM Qualified Instructor TI Métricas Ltda. Av. Rio Branco 181/1910 Rio de Janeiro, RJ Brazil 20040-007 www.metricas.com.br

More information

Performance Management Dashboard May 2015

Performance Management Dashboard May 2015 Performance Management Dashboard May 2015 Paper No: SET/43/15 May 2015 Performance Summary Overview Of 78 performance measures, 37 were status red in April, 13 Amber and 28 Green. Increase of 372 new and

More information

PROJECT: Online Shop STATUS REPORT September 2015

PROJECT: Online Shop STATUS REPORT September 2015 PROJECT: Online Shop STATUS REPORT September Key Project Roles Project Sponsor: Paul Dowler Project Director: Program Manager: Project Manager: Ryan Giltrap Solution Coordinator: Ivan Saric Business Analyst:

More information

IMTC SPECIAL TRAINING CALENDAR FOR 2015/2016

IMTC SPECIAL TRAINING CALENDAR FOR 2015/2016 SPECIAL TRAINING CALENDAR FOR 2015/2016 PUBLIC RELATIONS & PROTOCOL OFFICERS COURSE 1. Protocol and Event Management 2. Planning & Managing PR Campaigns 3. Protocol Etiquette and Civility Course 4. International

More information

SITS:Vision for Colleges

SITS:Vision for Colleges Student Systems Programme David White and Mark Dyson New College, Lecture Room 6 25 February 2015 Today s briefing What is SITS:Vision? What could it do for colleges / PPHs? How will feasibility be assessed?

More information

CCD MARINE LTD QUALITY MANUAL PROCEDURE Q0.000. Date: Title. Revision: QUALITY MANUAL PROCEDURE Q0.000. 29 September 2014

CCD MARINE LTD QUALITY MANUAL PROCEDURE Q0.000. Date: Title. Revision: QUALITY MANUAL PROCEDURE Q0.000. 29 September 2014 Title: Quality Manual Uncontrolled if Hardcopy CCD MARINE LTD th Date: 29 September 2014 Doc Ref: Q0.000 Issued By: Sarah Leighton Rev No: 2 Title Revision: Date: QUALITY MANUAL PROCEDURE Q0.000 2 29 September

More information

Human Resources Management System Pay Entry Calendar

Human Resources Management System Pay Entry Calendar Human Resources Management System Pay Entry Calendar http://www1.umn.edu/ohr/payroll/calendars/index.html Important Information The system is unavailable for entry, due to maintenance, during the following

More information