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

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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%

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