About ScoMIS
How we are doing
OverviewOver a number of years, we have developed a number of targets and Key Performance Indicators (KPI’s) to monitor how well we perform against our objectives. These are used by the Scomis management team to help provide the best service possible We monitor our performance on a monthly basis, updating the figures on our website to show how we are measuring up to our targets. Links to these figures and year to date figures can be found below. View the latest Scomis Service reports: Autumn 2011 Service Report |
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Links to Year to date figures:
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Link to 2011/12 figures:
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Description of Key Performance Indicators and Measures 2012/13
With effect from September 2011, Scomis have introduced a new Service Management application enabling us to monitor, analyse and report more effectively our performance. As such, some of our Key Performance Indicator (KPI) targets have been reviewed, to ensure that we are offering the best possible service to our customers. Our new targets are detailed below:
| Service | KPI | Description | KPI Target |
|---|---|---|---|
| Service Desk | Telephone calls answered within 30 seconds | The ability and success rate of the Scomis Service Desk at answering all incoming calls received to the Scomis Service Desk | 95.0% or more |
| Service Desk | First contact resolution | This Indicator replaces the First Time Fix KPI and measures the Service Desks ability to close a high proportion of requests received at the first contact with the customer. First contact is defined as Scomis’ first interaction with the customer, whether speaking via the telephone to a calling customer, or responding for the first time to requests sent to us via email or the Scomis website. | 57.0% or more |
| Service Desk | First line resolution | This new Key Performance Indicator measures the Service Desks ability to resolve a high volume of customer’s requests without the need for escalation to other areas of Scomis. It also indicates the knowledge and skill level of the Service Desk team. | 78.0% or more |
| Service Desk | Missed reponses | This new Key Performance Indicator measures Scomis’ ability to respond to a customer request where it has not been closed at First Contact with the customer. Target response times vary based on the priority assigned to an incident. It is also an indication to the customer of the time it takes Scomis to start processing and progressing their request once logged. | Target is 11.0% or less |
| Service Desk | Missed resolutions | This new Key Performance Indicator measures Scomis’ ability to resolve requests in accordance with our Service Level Agreements. We are now measuring performance as ‘missed’ targets rather than ‘met’ targets as this drives Scomis to focus on improving reduced performance for our customers. | 14.0% or less |
| Customer Satisfaction | Customers to be satisfied with Service Desk performance by Scomis | Satisfaction questionnaires are issued to a sample of customers after a call is completed. Positive responses are measured as satisfied. | 90% or more satisfaction |
| Customer Satisfaction | Customers to be satisfied with the delivery and content of Scomis on-site training and Consultancy in schools | Customer Satisfaction questionnaires are completed after each Scomis Consultancy visit or Scomis Training Course delivered on site e.g. at a Customers location. Positive responses are measured as satisfied. | 90% or more satisfaction |
| Customer Satisfaction | Customers to be satisfied with the delivery and content of Scomis training and delivered in Scomis designated Venues | Customer Satisfaction questionnaires are completed at the end of Scomis training courses that have been delivered in a Scomis designated Venue. Positive responses are measured as satisfied. | 90% or more satisfaction |
| Customer Satisfaction | Customers to be satisfied with on-site technical visits completed by Scomis | Satisfaction questionnaires are issued to a sample of customers after a Scomis technical visit. Positive responses are measured as satisfied. | 90% or more satisfaction |
| Customer Satisfaction | Customers to be satisfied with on-site technical installations completed by Scomis | Satisfaction questionnaires are issued to a sample of customers after a Scomis on-site installation. Positive responses are measured as satisfied. | 90% or more satisfaction |
| Managed Services Performance | Scomis Remote Backup service to be operational during term time | Indicates the percentage availability of the Scomis Remote Backup Service to customers during term time only. | 99% or more |
| Managed Services Performance | Scomis Hosted Applications to be available between 0800 hours and 1800 hours during term time | Indicates the percentage availability of the Scomis Terminal Server Service to customers during the hours of 0800 and 1800 during term time only | 99% or more |
| Managed Services Performance | Scomis SIMS Learning Gateway to be available between 0800 hours and 1800 hours during term time | Indicates the percentage availability of the Scomis SIMS Learning Gateway Service to customers during the hours of 0800 and 1800 during term time only | 99% or more |
| Managed Services Installations /Upgrades | Scomis Remote Backup service installation to be completed within 1 working day of the agreed installation date | This measures the percentage of Remote Backup installations completed within the target date | 85% or more |
| Managed Services Installations /Upgrades | Scomis Hosted Application installations to be completed within 1 working day of the agreed installation date | This measures the percentage of installations completed within the target date | 85% or more |
| Managed Services Installations /Upgrades | SIMS Upgrades to be available within 10 working days of release from Capita | Within 10 working days of the release of Capita upgrades, either the release will be available or the revised plans and the reasons for delay will be published on the Scomis Website. | 100% of the time |
| Procurement /acquisition | PC Installations to be completed within 10 working days of the customer request | To ensure that installations are completed within the 10 working day period. Please note that school holidays are not counted as working days. | 85% or more |
