1. September 2014 Performance Report RM Education Stoke BSF and Stoke CIS

2. Performance Summary – September 2014 During September calls peaked as would the normal trend for the start of a new term. A total of 2629 new calls were raised in September, and 2429 were closed meaning we carried over 333 calls. There were 22 ‘Double Carry’ calls. There were 8 Customer Experience surveys completed this period. The FTF rate is 57% this month. This is higher than previous months and reflects the usual volume of simpler calls like forgotten passwords/new accounts/ etc that are typical for September.

3. Helpdesk RM dealt with 471 support requests in September 2014 2629 new requests 193 carried over from last month 57% of calls were fixed first time 2429 calls were closed 333 calls outstanding, of which 99 are awaiting customer action, and 40 are awaiting customer closure. Of the 333 Calls: 68 are CIS Schools 265 are BSF Schools

4. Trend Analysis Calls

5. Top Reasons for Calls Based on closed calls Number% Admin Requests31312% Teacher Workstations26110% Other2419% User Issues2148% Advice1355%

6. Key Performance Indicators - RM

7. Penalties September 2013£4,029.60 October 2013£2,455.43 November 2013£7,459.92 December 2013£2,338.78 January 2014£1,893.64 February 2014£4,656.21 March 2014£2,389.60 April 2014£1,331.30 May 2014£1,508.21 June 2014£2150.80 July 2014£4067.50 August 2014£2,284.14 September£5,615.12

8. Customer Satisfaction Figures are from Net Promoter

9. Network Stats for September 2014 …to follow from LA…

10. Focus Areas for Next Month 1) Managed Service Support for new Schools going Live for September (Abbey Hill and St Marg Ward) 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.

11. Focus Areas for Next Month cont. 4) Strategy Develop Strategy discussions with each of the schools during the regular monthly meetings and take the opportunity to discuss Affordability with them. 5) Staffing Stabilize staffing following changes and leavers 6) Reduction in Double Carry over calls Reducing the amount of aged and carried over calls to levels seen in previous months.

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