2019 Goals

Key Performance Indicators (KPIs)

• 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

Operational Performance

• Phoned Incidents Resolved on First Contact - At least 30% of all phone calls to the CSC that are classified as Incidents will be resolved during the phone call; phone calls can be transferred to another team, resolved, and still be considered first contact.

  • Meets Expectations = 30%
  • Exceeds Expectations = TBD
  • Outstanding = TBD
• Incidents Resolved within 2 Business Days - At least 85% of ALL incidents will be resolved within 2 business days.
  • Meets Expectations = 85%
  • Exceeds Expectations = 90%
  • Outstanding = 95%
• Service Requests Resolved within Schedule Date - At least 85% of ALL service requests will be fulfilled within the agreed upon scheduled date with the customer.
  • Meets Expectations = 85%
  • Exceeds Expectations = 90%
  • Outstanding = 95%
• Call Abandon Rate - No more than 10.7% of ALL phone calls to the CSC will be abandoned.
  • 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 - Customers will wait no longer than 1 minute and 19 seconds before the CSC answers a phone call.
  • 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)
• CSC Agent Availability - CSC agents will be available at least 85% of the time while logged into CISCO Finesse.  Availability is considered time logged into CISCO Finesse on any status other than 'Not Ready - Desk'
  • Meets Expectations = 85%
  • Exceeds Expectations = 90%
  • Outstanding = 95%
• Customer Satisfaction - CSC agents will maintain an average customer satisfaction score of at least 4.60 / 5.00 during the performance year.
  • Meets Expectations = 4.60
  • Exceeds Expectations = 4.75
  • Outstanding = 4.90

METRICS

Metrics for the above goals can be found at https://tableauqa.itap.purdue.edu/#/views/ITaPMetrics/ITaPServiceQuality for team and individual performance.

Finesse Availability can be found at 2019_finesse_availability.xlsx (best viewed when downloaded).  *** NOTE - REPORT IS BROKEN AGAIN.  LOOKING INTO ALTERNATIVES ***

Customer Satisfaction (CSAT) can be found at https://tableauqa.itap.purdue.edu/#/views/ITaPProcessandOperationsMetrics/SurveyData

* Ticket Type = Incident, Urgency = Work Stopped, Impact = Widespread
** Monday – Friday, 8:00am – 5:00pm