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Hampshire IT

Hampshire IT Schools - our performance

Met = Target met        Not met = Target not met

Complaints

  • Complaints received as a percentage of total calls placed


    < 0.5%


    Met0.2%


    Met0.3%


    Met0.2%


 

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.

 

See also our HPSN2 performance page



 

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