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- 95% of all Critical* service outages will be resolved within 1-hour, during business hours**
- Unresolved Incidents will age no more than 2 business days
- Service Requests will be scheduled based on customer need and schedule met 100% of the time
- Phone-in incidents will be resolved upon first contact with ITaP 95% of the time, during business hours
- Average call wait time at the Customer Service Center is less than 1 minute
- Average number of calls abandoned*** is less than 1% per day
GOALS
Continuous Improvement on KPIs
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Operational Performance
Phoned Incidents Resolved on First Contact
- Meets Expectations = 30%
- Incidents Resolved within 2 Business Days
- Meets Expectations = 85%
- Exceeds Expectations = 90%
- Outstanding = 95%
- Service Requests Resolved within Schedule Date
- Meets Expectations = 85%
- Exceeds Expectations = 90%
- Outstanding = 95%
- Call Abandon Rate
- Meets Expectations = Reduce baseline (21.3%) by 50% (10.7%)
- Exceeds Expectations = Reduce baseline by 75% (5.3%)
- Outstanding = Reduce baseline by 90% (2.1%)
- Call Wait Time
- Meets Expectations = Reduce baseline (2 min 38 sec) by 50% (1 min 19 sec)
- Exceeds Expectations = Reduce baseline by 75% (38 sec)
- Outstanding = Reduce baseline by 90% (15 sec)
METRICS
Metrics for the above goals can be found at https://tableauqa.itap.purdue.edu/#/workbooks/1810/views for team and individual performance.
* Ticket Type = Incident, Urgency = Work Stopped, Impact = Widespread
** Monday – Friday, 8:00am – 5:00pm
*** Rate calculated for calls that hold longer than 61 seconds