1. August 2012 Performance Report RM & Business Technology

2. Performance Summary – August 2012 Overall call volumes fell compared to the previous month owing to the Summer Holidays. REACH logged 2 calls, Portland logged 8 calls. The number of calls carried over is at 43 which is below previous months. 63% of these calls are with the customer for further action or closure No Customer Satisfaction surveys were completed in August. The First Time Fix rate is at 31% which is lower than previous months, owing to the low level of BSF calls received.

3. Helpdesk (RM) RM dealt with 138 support requests in August 2012 83new requests 55 carried over from last month 31% of calls were fixed first time 94 calls were closed 43 calls outstanding, of which 17 are awaiting customer action, and 10 are awaiting customer closure.

4. Trend Analysis Calls (RM)

5. Top Reasons for Calls (RM) Based on closed calls CIS Easymail29 CIS LP27 CIS Other Calls13 CIS AD Sync6 BSF Proactive5 CIS Connectivity5

6. Key Performance Indicators - RM

7. Penalties – August 2012 August 2011 £2,693.99 September 2011 £3,247.86 October 2011 £2,722.34 November 2011 £2,274.45 December 2011 £95.44 January 2012£361.90 February 2012 £1303.67 March 2012£973.04 April 2012£949.55 May 2012£212.80 June 2012£1,122.82 July 2012£3,266.63 August 2012£2806.79

8. Customer Satisfaction Figures are from Net Promoter

9. Helpdesk (Business Technology ) BT dealt with 36 support requests in August 2012 35 closed 1 outstanding and carried over Call Breakdown Incidents – 14 Service Requests – 22 Top 5 Closed Incidents: CategoryNumber SIMS18 Other3 Connectivity2 Outlook2 Public PC2

10. Network Performance August 2012 …to follow…

11. Focus Areas for Next Month DR Plan –Following the joint RM & LA meeting to discuss Business Continuity the DR plan is being modified and updated ready for further review. Improvement –Continued focus on improving Administrative call closure rates and overall improvement of the KPI’s. Managed Service –Managed Service start up and Go Live activities for Haywood, Trentham and Co- operative Academy, and the mini-managed services for Holden Lane and St Peters. Annual Report –Reviewing the Annual Report.

12. Reports Will be published on the Learning Platform, BSF workspace http://tinyurl.com/BSFDocs