Report on IT Help Desk Performance Pledge for 2016

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 2016 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)		 90.5% 90.6% 94.4% 95.5% 96.0% 94.5% 93.0% 95.1% 96.5% 96.5% 94.6% 93.0%
Response time on recorded message at IT 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) 		16.6% 24.0% 21.4% 23.9% 31.5% 23.6% 24.4% 37.9% 31.5% 27.8% 20.5% 15.0%
Remarks