Performance

Measure and Description Frequency
Number of Major Incidents that have resulted in an outage of a corporate system M
The % availability of Platinum and Gold Corporate Systems between the hours 08:00 – 17:00, Monday to Friday excluding planned downtime M
The % availability of whole network between the hours 08:00 – 18:00, Monday to Friday excluding planned downtime M
The % of completed changes with planned timescale M
The % number of calls resolved within time scales set out in the SLA M
Incidents (Applications/Systems)  
Platinum 4 Hrs  
Gold       8 Hrs  
Silver     24 Hrs  
Bronze   48 Hrs  
Standard Request  
72 Hrs  
Back Office Request  
10 Day  
Projects that successfully delivered the customer agreed scope Q
Projects that have been delivered in time  – SRS Overall Q
Customer Satisfaction ratings (on projects)  – SRS Overall Q
Savings released within the organisations  – SRS Overall Q
Customer satisfaction rating (ICT Services) from Service Point questionnaires M
The % customer calls resolved during the initial call  M
Average call response time in seconds to the Service Desk M
Manage within the budget set for 2015/16 (£m)  – SRS Overall Q
Savings released within the organisation  – SRS Overall Q
Income into SRS Public  – SRS Overall Q