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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.

  • 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

  • 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.

  • Core


    Met100%%


    Met99.97%%


    Met99.9%


    Met99.98%


    Met100%


    Met100%


    Met100%


  • Non core


    Met100%


    Met100%


    Met100%


    Met99.9%%


    Met100%


    Met100%


    Met100%


 

Complaints

  • Complaints received as a percentage of total calls placed


    < 0.5%


    Met0.2%


    Met0.3%


    Met0.2%


 

See also our HPSN2 performance page



 

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