2020 Goals

CSC Goals

Operational Performance

• Incidents Resolved within SLA (25%) - Continue to improve over previous results and strive to meet target.  We are striving for at least 95% here based on newly socialized changes and last review period numbers.
  • Tolerance = -5%
  • Target >= 95%
• Service Requests Resolved within Schedule Date (25%) - Continue to improve over previous results and strive to meet target.  95% and above meets expectations. We are striving for at least 99% here based on the newly socialized changes.
  • Tolerance = -4%
  • Target >= 99%
• Call Abandon Rate (15%) - Averaged annually, no more than 6.5% of ALL phone calls to the CSC will be abandoned.  Abandoned calls defined as when the caller hangs before being connected to an agent AND longer than 10 seconds.
  • Tolerance = +3%
  • Target <= 5%
• Customer Satisfaction (20%) - Based on the ITSMO team results, maintain a high level of customer satisfaction based on FootPrints surveys and any additional customer feedback received.
  • Tolerance = -0.2
  • Target >= 4.7
• Resolution Rate (15%) - Improve first tier resolution.  Working with peer organizations, identify support services that can be moved to the CSC, where resolution has the lowest cost contact point and closer to the point of contact by customers.
  • Tolerance = -5%
  • Target >= 70%

Data

• Incidents Resolved within SLA - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/IncidentOverview?:iid=1
• Service Requests Resolved within Schedule Date - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/ServiceRequestOverview?:iid=1
• Call Abandon Rate - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/CallStatsOverview?:iid=2
• Customer Satisfaction - https://tableau.itap.purdue.edu/#/views/ITaPOperationalDashboards/TicketMonitoringforManagers?:iid=4
• Resolution Rate - https://tableau.itap.purdue.edu/#/views/CSCOperations/Tier1ResolutionOverview?:iid=5