1. February 2013 Performance Report RM & Business Technology

2. Performance Summary – February 2013 Call Volumes fell this month due February Half Term, however call volumes were generally comparable with the previous month. The number of calls carried over is at 164. 41% with RM and 59% with the customer for further action or closure Four Customer Satisfaction surveys completed with an average score of 9.25 The First Time Fix rate is at 57% which is higher than average but in line with recent months, owing to the change in call focus from Easymail and LP towards the BSF calls.

3. Helpdesk (RM) RM dealt with 910 support requests in February 2013 750 new requests 158 carried over from last month 57% of calls were fixed first time 744 calls were closed 164 calls outstanding, of which 64 are awaiting customer action, and 33 are awaiting customer closure.

4. Trend Analysis Calls (RM)

5. Top Reasons for Calls (RM) Based on closed calls Admin Tasks - 105 Teacher Workstation - 89 Advice – 88 Software Issues - 51 User Issues - 47

6. Key Performance Indicators - RM

7. Penalties – February 2013 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£2,806.79 September 2012£12,670.62 October 2012£4,136.63 November 2012£6,778.24 December 2012£3,694.66 January 2013£3,226.07 February 2013£2,686.77

8. Customer Satisfaction Figures are from Net Promoter

9. Helpdesk (Business Technology ) BT dealt with 105 support requests in February 2013 93 closed 12 outstanding and carried over Call Breakdown Incidents – 61 Service Requests – 44 Top 5 Closed Incidents: CategoryNumber SIMS38 Other11 Technical9 Phone Line5 FMS5

10. Network Stats for Feb 2013 Network Availability for the month of February 2013 was 98.23% Downtime due to the data centre move Downtime calculated in hours/mins across the entire area was 58days 19hours 46mins

11. Focus Areas for Next Month 1) Managed Service MS start up and TUPE activities for Thistley Hough. 2) Primary MS Ensure the Primary Service is ready for April 2013. 3) Business Continuity Plan Review the presented BC plan.

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