Report on IT Help Desk Performance Pledge for 2014

Assumption:

The results of the report are calculated based on the following:
  1. Classroom support calls
  2. Help Desk daily operation calls
  3. On-site support calls that within our control.

Note: This report excludes the calls that far beyond our control. For example, this report does not include the call involving calling vendor for hardware repair.

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Year 2014 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Call closing time per month within 3 working days
(With Target Call % = 90%) (PPA)		 94.9% 94.2%

96.7%

 96.0% 91.9% 93.9% 91.3% 94.0% 93.6% 93.4% 92.4% 91.5%
Response time on recorded message at ITS Help Desk hotline < 24 hours per month
(With Target Call % = 95 %) (PPB)		 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Call closing time per month within 15 minutes
(With Target Call % >= 10% of total call) 		38.1% 38.6% 29.2% 35.4% 25.6% 17.3% 17.3% 28.7% 26.7% 20.6% 19.0% 22.0%
Remarks