1. KVI Analysis for period 1st May 2018 to 31st March 2019
CoMC 17th July 2019

2. Background
Key Value Indicators (KVIs) were developed with customers early in 2018 and implemented on 1st May 2018 (Issue Resolution KVI trialled in April)
Aim of the KVIs was to improve the service Xoserve provide to customers in certain key areas and to monitor and report on performance
KVIs were reviewed in November and some changes have been made with effect from 1st April
KVIs make up 20% of the total score for the Balanced Scorecard
Following slides provide stats and analysis of the KVIs over the last 11 months

3. Key Messages & Observations
Along with other initiatives, the KVIs have helped to change behaviours in Xoserve, particularly ‘Issue Management’ which has provided guidelines and standards for resolution of queries raised by customers
Teams and individuals are taking ownership of a query, although improvements are still required
The commitments for each of the KVIs is largely adhered to, again further improvements required
Response rates to feedback requests has dropped over the last 4 months
Options for measuring Xoserves performance needs to be explored rather than relying on surveys/feedback
Sometimes we are surprised at the scores, we don’t always see it from a customer perspective
We need to focus on the outcome & the journey to achieve it

4. Concerns
The number of responses to feedback received has declined considerably
Too many feedback mechanisms may be an issue and this may be affecting response rates. Survey overload!
Are we requesting too much feedback from too many different sources/area, hence reductions in scores and/or response rates across the KVIs?
Low volumes creates volatile results – not always representative of true position
Tool implemented to improve the ease for customers to provide feedback, ‘Rant & Rave’, however this has not given the expected results
Phase 2 of R&R will hopefully address this
We are still making assumptions in some areas which has affected the outcome and sometimes we forget the basics

5. What Further Changes are we Planning to Make to Improve Scores
Continue to action feedback received, action plans are produced and monitored.
Deep dive into problem areas; i.e. Service Delivery (monitoring P1 & P2 KPIs) shows 100% however from a customer perspective this does not feel 100%
Look at opportunities and trends to identify new measures & improvements
Team by team activity to up-skill all operational colleagues driving ‘first time fix’ and reliability results
Provide insight at July meeting & progress
Want to be in a position that we pre-empt rather than react

6. What Further Changes are we Planning to Make to Improve Response Rates
Developing mechanisms to measure our own performance and not rely on surveys.
The new measures will be discussed and agreed at CoMC before they are used for KVIs.
They will by implemented internally to measure performance
Mapping KVIs to ICS survey which will also be used as a measure and to monitor progress on the services.

7. Next Steps KVIs have been updated with effect from 1st April
Issue Resolution KVI will measure the resolution of customer issues
Implement measures & reporting of our performance without relying on feedback, using the ‘Xoserve Commitments’ as the basis for the measure
Main focus will be Customer Service KVI but also Change Management & Customer Issue Resolution
Implement process improvements and tools e.g. automation & sentiment analysis
Continuous reviews

8. KVI Analysis over last 11 months

9. Issue Management KVI

10. Change Management KVI

11. Relationship Management KVI

12. Service Delivery KVI

13. Customer Data Security KVI

14. Appendices

15. Relationship Management KVI
KVI Measure & Target from 1st May 2018 to 31st March 2019
95% or more of customers who provided feedback stated that they ‘Trust’ Xoserve when requested to rate as ‘Trust’, ‘Starting to Trust’ or ‘Don’t Trust’ with strategic decisions
95% or more of customers who provided feedback stated that they ‘Trust’ Xoserve when requested to rate as ‘Trust’, ‘Starting to Trust’ or ‘Don’t Trust’ with delivery of operational services
95% or more of customers who provided feedback stated that they ‘Trust ’ Xoserve when requested to rate as ‘Trust’, ‘Starting to Trust’ or ‘Don’t Trust’ in putting our customers first

16. Relationship Management Scores
Strategic Decision Making
Don’t Trust
Starting to Trust
Trust
June 2018
14.7%
64.7%
20.6%
September 2018
14.3%
59.2%
26.5%
December 2018
11.1%
67.7%
22.2%
March 2019
14.1%
43.7%
42.2%
Delivery of Operational Services
Don’t Trust
Starting to Trust
Trust
June 2018
17.7%
52.9%
29.4%
September 2018
14.3%
55.1%
30.6%
December 2018
16.7%
61.1%
22.2%
March 2019
30.4%
38.1%
32.0%
Putting the Customer First
Don’t Trust
Starting to Trust
Trust
June 2018
23.5%
55.9%
20.6%
September 2018
20.4%
55.1%
24.5%
December 2018
16.7%
72.2%
11.1%
March 2019
14.0%
47.8%
38.2%

17. Change Management KVI
KVI Measure & Target from 1st May 2018 to 31st March 2019
90% or more of customers who provided feedback responded ‘Always’ or ‘Usually’ when requested to rate the service as: ‘Always’, ‘Usually’, ‘Rarely’ or ‘Never’.

18. Change Management Responses Received
Response to Feedback Requests
Number Requested
Number Received
Response Rate %
Comments
July 2018
450 9 2%
October 2018 18 4%
January 2019
July 2018
Oct 2018
Jan 2019
Overall Rating from 5 questions
82.2%
67.8%
86.7%

19. Change Management Scores
I receive timely and fit for purpose information to enable me to manage new changes that impact my organisation
Always
Usually
Rarely
Never
July 2018
11%
67%
October 2018 0%
78%
22%
January 2019
Xoserve presents a range of solution options for each change to enable choice
Always
Usually
Rarely
Never
July 2018 0%
100%
October 2018
78%
22%
January 2019

20. Change Management Scores cont.
I trust Xoserve to identify solutions that benefit the whole Industry where possible
Always
Usually
Rarely
Never
July 2018
11%
67%
22% 0%
October 2018 6%
61%
33%
January 2019
Xoserve supports the ability for me to fully engage me in the change process, should I choose to
Always
Usually
Rarely
Never
July 2018
33%
56%
11% 0%
October 2018
17%
55%
28%
January 2019
44%

21. Change Management Scores cont.
I trust Xoserve to deliver changes to agreed costs, timescales and quality
Always
Usually
Rarely
Never
July 2018 0%
67%
33%
October 2018
44%
45%
11%
January 2019
56%

22. Issue Management KVI Measure & Target 1st May 2018 to 31st March 2019
90% or more of customers who provided feedback responded ‘Exceeded Expectations’ or ‘Met Expectations’ when requested to rate the service as: ‘Exceeded Expectations’, ‘Met Expectations’, ‘Met Some Expectations’ or ‘Did Not Meet Expectations’.

23. Issue Management Responses Received
Response to Feedback Requests
Number Requested
Number Received
Response Rate %
Comments
May 2018
481
151
31%
June 2018
365
131
36%
July 2018
506
124
25%
August 2018
376
111
30%
September 2018
223 27
12%
Rant & Rave implemented
October 2018
368 43
November 2018
451 58
13%
December 2018
532 32 6%
Christmas period
January 2019
411 52
February 2019
429 53
March 2019
531 37 7%

24. Issue Management Scores
How well did we meet your expectations?
Achieved
Exceeded Expectations
Met Expectations
Met Some Expectations
Did Not Meet Expectations
May 2018
90.7%
33%
58% 6% 3%
June 2018
84.7%
52% 7% 8%
July 2018
95.2%
44%
51% 4% 1%
August 2018
93.7%
50% 5%
September 2018
81.5%
30%
15%
October 2018
47%
November 2018
94.8%
57%
38% 0%
December 2018
93.8%
59%
35%
January 2019
88.5%
42%
46%
February 2019
92.5%
62% 2%
March 2019
94.6%
65%