1. Ophthalmic Payments National User Group Meeting 21 st February 2013 Service Report Mark Hillman Service Delivery Manager

2. Covering: Service Level Agreement (SLA) targets SLA achievement

3. SLA Targets PriorityMaximum Response Target Maximum Resolution TargetExamples 130 minutes1 dayUnavailability of the entire system, a key module or major function, causing significant business impact. 21 hour1 dayUnavailability of the entire system, a key module or major function, causing limited business impact. 32 hours5 daysProblems causing inconvenience, minor disruption or restricting performance. 44 hoursAs agreedNon urgent problems causing slight irritation but where workarounds are available; cosmetic or general enquiries for information. 98% of reported support calls to be responded to within target 90% of reported support calls to be resolved within the target

4. SLA achievement statistics 2012/13SeptOctNovDecJan No. Calls3542252318 Response % - (98% target)10097.6296100 Resolution % - (90% target)97.1488.107210094.44 Availability (%)100

5. Contact details Mark Hillman Service Delivery Manager Systems and Service Delivery directorate NHS Connecting for Health 01527 582408 07747 024160 mark.hillman@nhs.net http://www.connectingforhealth.nhs.uk