1. June 2013 Performance Report RM Education Stoke BSF and Stoke CIS

2. Performance Summary – June 2013 The number of open calls within the period decreased compared with last month, mainly due to the stabilisation of the service at Thistley Hough / Primary Managed Service. As a result the number of calls open at the end of this period fell to 145, including 6 ‘Double carry over’ calls.. 12 Customer Satisfaction surveys completed with an average score of 6.16 The FTF rate is 53% this month. This is above average and in line with previous months.

3. Helpdesk (RM) RM dealt with 1217 support requests in June 2013 1037 new requests 180 carried over from last month 53% of calls were fixed first time 1072 calls were closed 145 calls outstanding, of which 60 are awaiting customer action, and 13 are awaiting customer closure.

4. Trend Analysis Calls (RM)

5. Top Reasons for Calls (RM) Based on closed calls Number% Teacher Workstation1179.54% Advice937.59% Proactive937.59% Admin Tasks806.53% User Issues705.71%

6. Key Performance Indicators - RM

7. Penalties – June 2013 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 March 2013£2,849.61 April 2013£2,829.68 May 2013£4,087.76 June 2013£3,043.90

8. Customer Satisfaction Figures are from Net Promoter

9. Network Stats for June 2013

10. 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 and pursue the SIMS upgrade project 3) Business Continuity Plan Review the presented BC plan.

11. Focus Areas for Next Month cont. 4) Resource Plan Finalise and issue the resource plan to the LA, and then onward brief the schools. 5) Boot up times. Continue the investigation into Boot-Up Times. 6) Amended reporting for Primary. Further amend the reporting set for the Primary Service where required.

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