January 2014 Performance Report RM Education Stoke BSF and Stoke CIS

Performance Summary – January 2014 During January, we saw an increase in calls when compared with the previous month. This is due to the introduction of Watermill and The Excel Academy. A total of 1812 new calls were raised in January calls were closed meaning we carried over 250 calls which is a high volume, but the downward trend is encouraging. There were 17 ‘Double Carry’ calls. 5 Customer Satisfaction surveys completed with an average score of 7.6 The FTF rate is 55% this month.

Helpdesk RM dealt with 2082 support requests in January new requests 270 carried over from last month 555% of calls were fixed first time 1832 calls were closed 250 calls outstanding, of which 110 are awaiting customer action, and 28 are awaiting customer closure. Of the 250 Calls: 69 are CIS Schools 14 are the Primary Service 167 are BSF Schools

Trend Analysis Calls

Top Reasons for Calls Based on closed calls Number% User Issue % Teacher Workstation % Unmanaged Equipment % Advice999.40% Admin Tasks959.02%

Key Performance Indicators - RM

Penalties January 2013£3, February 2013£2, March 2013£2, April 2013£2, May 2013£4, June 2013£3, July 2013£2, August 2013£1, September 2013£4, October 2013£2, November 2013£7, December 2013£2, January 2014£1,893.64

Customer Satisfaction Figures are from Net Promoter

Network Stats for January 2014 …to follow from LA…

Focus Areas for Next Month 1) Managed Service Reduction in carried over calls and general improvement in Service Levels and KPI’s 2) Primary MS Ensure the Primary Service is stable. 3) Boot up times. Finalise the WOL set up and re-test boot up times once completed. We are keeping this as an action until all 16 sites have been completed and a final report has been issued.

Focus Areas for Next Month cont. 4) Wireless Surveys Perform Wireless Surveys at all BSF Sites 5) CPTs Begin work on the CPT ANC 6) Affordability Begin work on the Affordability ANC 7) Asset Lists Finalise the Asset Lists to ensure they match the Revised Spec budgetary figures.

Focus Areas for Next Month cont. 8) Goldenhill and Kingsland projects Complete work on the Goldenhill and Kingsland Projects uncovered during the Primary Visits 9) Strategy Develop Strategy discussions with each of the schools during the regular monthly meetings

Reports Will be published on the Learning Platform, BSF workspace