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

Transcription

1 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 calls, of which 98.21% of calls were answered within 30 seconds, achieving the 95.00% target. Scomis logged 8,225 new incidents and service requests during, 59.43% of which were fixed first time, missing the 60.00% target. Scomis has also continued to meet the 4.00% Missed Response target and the 8.00% Missed Resolution times for incidents. During the term, 2.24% of calls missed their response time and 7.06% of calls missed their resolution times. The performance of the Service Desk for the period 1 January to 12 April is as follows: Service Desk KPI Performance Performance Telephone Calls Received 10,974 9,320 Cases Logged 9,440 8,225 Calls Answered within 30 seconds Target is 95.00% or more 98.21% 98.21% Telephone calls abandoned Target is 6.00% or less N/A 3.91% First Contact Resolution Target is 60.00% or more *58.62% 59.43% Reactivated cases Target is 3.00% or less N/A 3.27% Incidents where Scomis missed the response time Target is 4.00% or less Incidents where Scomis missed the resolution time Target is 8.00% or less Missed responses for Service Requests Target is 8.00% or less Missed fulfilments for Service Requests Target is 8.00% or less In spring the target was: *57% or more, **11% or less, ***14% or less. **7.69% 2.24% ***10.98% 7.06% N/A 8.43% N/A 11.38% Page 1 of 5

2 In April Scomis raised the target for First Contact Resolution (FCR) from 57% to 60%. This term we missed the new target by 0.57% although we improved the percentage of FCR when compared to. Overall for the year April to March we met the target achieving 62.99%. This is the first time we have reported on this new target for the Term and due to the types of cases logged it is more challenging to reach the FCR target at this time in the school year. Reactivated cases was a new key performance indicator (KPI) introduced in April the target was set at 3% or less which we have missed by 0.27%. We are analysing all our reactivated cases to see where, if possible, we can make improvements in order to meet this challenging target. Missed Responses for Service Requests missed its target by 0.4% which is an improvement of 6.92% on the previous term. Missed Resolution for Service Requests missed its target by 3.38% which is an improvement of 5.11% on the Autumn Term. These were both new key performance indicators in April and we have made significant changes to our internal processes and each month we continue to move closer to these stretching targets. See appendix 1 for further details on Scomis response and resolution targets. Customer Feedback Scomis recognises that customer feedback is an opportunity for us to learn and improve. We are committed to focusing on the needs of our customers and using customer feedback to improve our services. We value feedback about our services, recognise the right of our customers to make a complaint, compliment or suggestion about our services and encourage them to do so and we have reviewed and revised our Feedback Policy. Scomis monitor compliments, suggestions and complaints made by customers. Scomis log all Formal Complaints on our Customer Management System and an acknowledgement will be sent within 3 working days. We will carry out an investigation within 10 working days or in complex cases this may take longer but we will keep you informed of the timescale. Scomis received 3 official compliments during this reporting period, with 100% of responses being sent within the 10 day target. The compliments received during this period: I would like to record my thanks for the Desktop Analysts efforts, as a result of which, all outstanding issues were very much better. Their approach with staff and willingness to help over and above the norm was very much appreciated. As usual, we are getting great service from the team. Page 2 of 5

3 I wish to express my gratitude to two Desktop Analysts for their recent tech time visit for advice on the schools infrastructure and ICT provision (especially regarding backup) and produce a report for Governors. Their professionalism was exemplary and they were both a credit to Scomis. Scomis have received 1 official complaint in this period, with 100% of responses being sent within the 10 day target. The complaint revolved around the customer who had locally updated printer drivers for a Ricoh MFD which then caused the Hosted Applications to crash when logging in or during printing. The issue was resolved by changing the method in which the customer connected to the platform. All complaints are taken seriously and where practical, will result in changes to Scomis internal processes. Scomis continue to welcome and encourage customers to provide feedback about the Scomis customer experience. Hardware Installations The Key Performance Indicator (KPI) for PC installations, not including curriculum networks, is to complete 85.00% of installations within the agreed date with the customer. Over the period, Scomis completed 8 hardware installations % of these installations were completed within the target, achieving the 85.00% target. This is an increase compared to when Scomis achieved 32.00% of installations within the 85.00% target. Scomis Managed Service Performance The key performance indicators and operational availability of the Scomis Managed Services are as follows: Managed Service Key Performance Indicators Remote Backup service to be operational during term time Target is 99.00% or more Hosted Applications to be available between 8:00am and 6:00pm during term time Target is 99.00% or more SIMS Learning Gateway to be available between 8:00am and 6:00pm during term time Target is 99.00% or more Availability Availability 99.65% 99.93% 99.99% % % % Page 3 of 5

4 Although both the Hosted Applications service and SIMS Learning Gateway are monitored from 8:00am to 6:00pm each day, their availability 24 hours a day during term time have been 99.99% and 99.94% respectively. All 3 of Scomis Managed Services achieved the target of 99.00% availability during the period. Scomis has consistently managed to provide higher levels of availability of these services, in excess of 99.50% for the current and previous periods. Scomis Managed Services Installation/Upgrades The key performance indicators and installations/upgrades percentages achieved are as follows: Managed Service Installations/Upgrades Key Performance Indicators Remote Backup installations to be completed on the date agreed with the customer - Target is 85.00% or more Hosted Application installations to be completed on the date agreed with the customer - Target is 85.00% or more SIMS Upgrades will be available for download within 10 working days of the release by Capita. Where this is not able to happen, revised plans and the reasons for delay will be published on the Scomis Website within 10 Working days Target is % of the time No. of Installs / Upgrades Achieved No. of Installs / Upgrades Achieved % % % % % % All 3 of the above Scomis Managed Services Installations/Upgrades achieved their targets during the Autumn period. Page 4 of 5

5 Appendix 1 - Scomis Service Desk Priority Target Times The following target times are based on Scomis Service Desk operational hours of 08:00-18:00 Monday to Thursday, and 08:00-17:00 on Fridays. The information presented is designed to provide a better understanding of how Scomis prioritise incidents. All 4 priority levels would normally be responded to by the Service Desk (SD), but would be immediately passed on to the appropriate support team to progress, should it be required. Priority Level Target Response / Resolution Time Description Total calls Missed Response Missed Resolution No. % No. % Priority 1 (P1) 20 min / 4 hr Whole School Affected/Major Outage. SD, Desktop Analysts (DA), Server & Network (S&N) and Application Analysts (AA) teams are responsible for meeting the P1 target. The SD will be responsible for updating customers on progress % % Priority 2 (P2) 2 hr / 6 hr User unable to Work. SD, DA, S&N and AA teams are responsible for meeting the P2 target. The SD will be responsible for updating customers on progress % % Priority 3 (P3) 7 hr / 8 hr Unable to perform some key time critical tasks AND/OR Intermittent problem, User still able to perform key tasks. Standard Scomis Priority rating. The vast majority of raised incidents will be prioritised as P3. SD, DA, S&N and AA teams are responsible for meeting the P3 target. SD will be responsible for updating customers on progress % % Priority 4 (P4) 8 hr / 3 days Service Requests. Bookings of Scomis Services where little impact or urgency is identified. Scomis Service Request Priority rating. This priority is reserved for non-critical and non-urgent requests for assistance. Calls such as requests to book Training Courses, Onsite Consultancy, Health Checks and Technician Time, and where it is identified there is no immediate impact or urgency, will be prioritised as a P4. SD, DA, S&N and AA teams are responsible for meeting the P4 target. SD will be responsible for updating customers on progress % % Page 5 of 5