Hampshire IT

Hampshire IT Schools - our performance

Met = Target met        Not met = Target not met

Support

  • An incident is an occasion when you report a fault with your IT (SIMS, networks, backups etc).

  • One in four help calls receive a 'satisfaction' survey to complete asking how their call was handled. Customers can score 1 - 5 for each topic above: 1 being very unhappy, 5 being very happy.

  • Priority 1 incidents are critical failures affecting all users; priority 2 incidents are severe failures affecting over 20% of users but where a workaround is available; priority 3 incidents are non-critical infrastructure problems or standard support / advice queries.

Target

Spring term 2014

Summer term 2014

Autumn term 2014

Priority 1 incidents - call returned within one working hour

95%

Met0 calls

Met100%

Met0 calls

Priority 2 incidents - call returned within two working hours

95%

Not met83%

Not met86%

Not met83%

Priority 3 incidents - call returned within four working hours

95%

Met99%

Met98%

Met97%

Incidents resolved to within expected resolution time

90%

Not met87%

Met90%

Not met89%

Incidents resolved in eight working hours (Priority 2)

60%

Met83%

Not met57%

Met83%

Incidents resolved in eight working hours (Priority 3)

60%

Met78%

Met79%

Met77%

Incidents resolved in three working days (Priority 2)

85%

Met88%

Met100%

Not met83%

Incidents resolved in three working days (Priority 3)

85%

Met90%

Met92%

Met92%

 

Training

Target

Spring term 2014

Summer term 2014

Autumn term 2014

Delegates agreed or strongly agreed the course met all the stated objectives

95%

Met97%

Met98%

Met96%

Delegates agreed each topic was covered adequately

95%

Met97%

Met100%

Met99%

Delegates agreed or strongly agreed that their trainers were helpful and approachable

95%

Met99%

Met100%

Met98%

Delegates agreed or strongly agreed that their trainer(s) presented the course in a way they could understand

95%

Met98%

Met100%

Met98%

Delegates agreed the training venue provided a suitable learning environment

95%

Met99%

Met95%

Met97%

  • Each training delegate completes a satisfaction survey at the end of the course.

 

HPSN2 Performance

These figures show the availability of the entire HPSN2 service; they do not show when the service is down for an individual person or school. They also don't cover times when HPSN2 is slower than usual, or when we schedule downtime in advance (for example, for maintenance).

We aim to make HPSN2 available 99.5% of the time during core hours (8am-6pm Monday to Friday during term time).

Outside of core hours, we aim to make HPSN2 available at least 99% of the time.

Sept 2014

Oct 2014

Nov 2014

Dec 2014

Jan 2015

Feb 2015

Mar 2015

April 2015

Core

Met100%%

Met99.97%%

Met99.9%

Met99.98%

Met100%

Met100%

Met100%

Met100%

Non core

Met100%

Met100%

Met100%

Met99.9%%

Met100%

Met100%

Met100%

Met100%

 

Complaints

Target

Spring term 2014

Summer term 2014

Autumn term 2014

Complaints received as a percentage of total calls placed

< 0.5%

Met0.2%

Met0.3%

Met0.2%

 

See also our HPSN2 performance page