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Version history Version Draft Draft_01 Draft_02 Draft_03 Draft_04 Draft_05 Draft_06 Date 01 September 2004 13 October 2004 14 December 2004 01 March 2005 07 April 2005 21 April 2005 28 April 2005 Comments Draft Incorporated with comments from Clive Morgan Incorporated with comments from Steria & Colin Fleet Incorporated with Comments from Steria Incorporated with Comments from Breckland Incorporated with Comments from Steria Incorporated with Comments from Steria
Author:
Mutairu Jibril
18 May 2005
Contents
Introduction Background Key Performance Indicator KPI 1- User Satisfaction KPI 2- Service Availability
4 4 5 5 7 8 10 10 11
KPI 3- Incidence Performance KPI 4- Helpdesk Response KPI 5- Work Order Request Performance KPI 6- Provision of Strategic Services
18 May 2005
1. Introduction
1.1 Background This document identifies the key performance indicators (KPIs) and targets that the Council will use to assess the performance of the ICT Managed Service contract provided by Steria. Following an ICT Management Board meeting in July 2004, it was suggested that the KPIs used for monitoring the ICT service contract be reviewed. The Board suggested that the ICT Project Manager in conjunction with Steria and IT Lead Officers carryout this exercise. This document should be read in conjunction with the ICT Managed Service Agreement dated 30th April 2003.
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During the course of the review, the following KPIs were evaluated User Satisfaction surveys Service Availability Helpdesk Response Incidents Performance Work Order Request Performance Provision of Strategic Services
A total of five questions should be asked and the average taken. The number of service users surveyed should also be provided. A minimum of 20% of users should be sampled. A user survey questionnaire will be sent to officers and members within Breckland Council and needs to be returned within 10 working days. Any nil response will be counted as a rating of satisfied. A further
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question to judge the exact improvement a specific user may be requiring should also asked. This question should allow the user to comment on Sterias overall approach to service delivery. KPI Result The minimum baseline target for a rating of satisfied or above should be 80% with a view to increasing the target as part of a continuous improvement process. Survey to be conducted and expressed as % and compared with baseline. Results returned should serve as a basis for continual improvement. Sample Questions For the following questions please provide a rating using the following scale 1 2-3 4-5 6-7 Very Unsatisfied Unsatisfied Satisfied Very Satisfied
1. How satisfied were you with the ease of accessing the service desk when logging your call ? 2. How helpful was the service desk operative in logging your call ? 3. How satisfied were you with the technical knowledge of the support staff involved in resolving your call ? 4. How satisfied were you with the responsiveness of Sterias on-site service delivery team ? 5. Overall how satisfied were you with Sterias service delivery
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Calculation:
(Core Working Minutes - Unplanned Downtime Minutes) x 100/Core Working Minutes where: Core Working Minutes = Attended Minutes + any extensions to Attended Minutes Planned Downtime Unplanned Downtime = time when Services are not Available excluding any planned downtime
The calculation will be completed for each service which forms part of the defined ICT Service as above. The calculation will be completed for the ICT Service. Measurement Measure the time (Minutes) the ICT service was available throughout the previous month and calculate as a percentage. Report the availability results on a monthly basis over a rolling 13 month period.
Much of the resource and organisation of any ICT service is focused on resolving operational incidents quickly and accurately. This KPI concentrates on the success in dealing with this requirement. The definition assumes that the ICT service will set targets for problem resolution that are part of a formal service agreement (or published as standards widely throughout the council, perhaps via the intranet) rather than just relying on reasonable endeavours. Socitm supports this as the way to manage this part of the service. Definition
An operational incident is defined as an unexpected event that prevents the user from carrying out normal work. The aim of this KPI is to measure performance against agreed Service Levels. The agreed time scale starts when the service user reports the incident (by phone, fax, e-mail or in person) and ends when the user is able to return to normal working (not necessarily when the underlying problem has been rectified).
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Composition Each incident will be assigned an Impact Code when logged with the Steria Helpdesk in accordance with the table below. It will be the responsibility of the Helpdesk to assign the relevant Impact Code.
Impact Code A
Description An Incident which is a total loss of a Service. For example (but not limited to these examples): all users are significantly impacted the Customers ability to provide services to the public is significantly impacted a Business Critical Application e.g the print service or a whole server is non-Available. An Incident which is a degradation of a Service. For example (but not limited to these examples) : a whole workgroup of users is significantly impacted; or members of the public are adversely affected; or more than 25% of users are significantly impacted Problem affecting fewer than three users, which does not adversely affect members of the public. Work Order Request
C D
Impact Code
A B C D KPI Result
98% Restored within 4 hours 98% Restored within 7.5 hours 95% Restored within 5 days As per KPI 5
Points incurred for failure to Restore within Target Times [tba] [tba] [tba] (tba)
Enter the total number of incidents per Impact Code per month. Enter the Restored Within Target as a percentage of the total number of incidents per Impact Code per month
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Composition a) Steria will create a WOR when an initial Helpdesk request has been analysed and accepted.
b) Each WOR will be assigned an estimated completion date based upon available resource. c) If the estimated completion date does not meet the Authorities timescale then either other activities are re prioritised or additional resource will be assigned. If additional resources are required this will then be managed under Change Control. d) Steria will report on a monthly basis WOR completed within target date and those completed outside. The target for completion is 95% to be completed within the agreed timescales.
18 May 2005