Hampshire IT

Hampshire IT Schools - our performance

Met = Target met        Not met = Target not met

Complaints

Target

Q1 2012 average

Q2 2012 average

Q3 2012 average

Q4 2013 average

Apr 13

May 13

Complaints received as a percentage of total calls placed

< 0.5%

Met0.0%

Met0.3%

Met0.11%

Met0.25%

Met0%

Met0.24%

 
 

Target

Q1 2012 average

Q2 2012 average

Q3 2012 average

Q4 2013 average

Incidents solved by the IT Help Desk

10%

Not met6%

Not met4%

Not met5%

Not met6%

Priority 1 incidents - call returned within 30 working minutes

95%

Met100%

Not met93%

Not met93%

Met100%

Priority 2 incidents - call returned within two working hours

95%

Met100%

Met97%

Met100%

Met100%

Priority 3 incidents - call returned within four working hours

95%

Met97%

Met99%

Met96%

Met97%

Incidents responded to within four working hours

95%

Met97%

Met99%

Met99%

Met98%

Incidents resolved in eight working hours

60%

Met76%

Met79%

Met73%

Met72%

Incidents resolved in three working days

90%

Not met86%

Not met86%

Not met85%

Not met84%

  • 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

Q1 2012 average

Q2 2012 average

Q3 2012 average

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

95%

Met97%

Met100%

Met98%

Delegates agreed each topic was covered adequately

95%

Met97%

Met100%

Met95%

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

95%

Met99%

Met100%

Met99%

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

95%

Met97%

Met100%

Met98%

Delegates agreed the training venue provided a suitable learning environment

95%

Met97%

Met100%

Met97%

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

 

See also our HPSN2 performance page