mindshift Technologies

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1 City of Buda mindshift Technologies Service Review JUNE AUGUST 2012 Presented To: Brian LaBorde City of Buda 25 September 2012 Prepared By: Travis Land Account Manager

2 Quarterly Review 104 Tickets ROC MONTH ROC PE / Field Team JUNE % 16% 63% Primary Eng JULY AUGUST TOTAL Review Trending Ticket Count MAR APR MAY JUN JUL AUG ROC PE / Field Team Mgt Review Period Blue Team ROC requests submitted and resolved within your Blue ROC Team. Primary Engineer / Field Team requests best serviced by your primary systems analyst or supporting team member and requests requiring onsite support. tickets related to proactive monitoring alerts and monthly maintenance tasks. Trend Analysis 05/08/12, 05/18/12 Monitoring Alerts: Servers and Firewall. Copyright mindshift Technologies

3 ROC Response Trending Average Response Time in Min MAR APR MAY JUN JUL AUG Blue Team Response Client Specific Response Goal Review Period ROC Response Blue Team Response - Our Remote Operations Center (ROC) is crucial to our being able to provide quick and effective response to our clients. As such, we manage each of our ROC teams to an average response time of 30 minutes or less. Client Specific Response Although mindshift Technologies manages response times per team, we understand that those results may not always be what you or your employees feel from that experience. With that in mind, we also like to give you visibility into metrics specific to your account. Trend Analysis 6-Month Period: MAR AUG 2012 Blue ROC Team Average Response Time (All Clients): 29.5 Minutes Blue ROC Team Average Response Time (Specific to City of Buda): 31.7 Minutes Copyright mindshift Technologies

4 Participation 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% ATC Service Request Survey Results MAR - MAY JUN - AUG Survey Period Excellent Good Average Unsatisfactory Client Feedback mindshift Technologies values your open and honest feedback. Understanding our successes and identifying areas where we can make imporvements are core to our ability to deliver exceptional service. We encourage you and your employees to take advantage of the opportunity to provide us with that feedback by completing our Closed Ticket surveys. We love to hear about your service experience! Survey Notes & Analysis Thank You! Annual vcio Strategy Session Techology Roadmap Status Agreement Review WGT Service Review Training Other Pending & Completed Action Items Copyright mindshift Technologies

5 City of Buda mindshift Technologies Service Review DECEMBER 2012 FEBRUARY 2013 Presented To: Brian LaBorde City of Buda 05 March 2013 Prepared By: Travis Land Account Manager

6 62% Quarterly : 197 Tickets 32% 6% ROC Escalated / Field MONTH ROC Escalated DECEMBER JANUARY FEBRUARY TOTAL Review Trending Ticket Count SEPT OCT NOV DEC JAN FEB ROC Escalated / Field Review Period Blue Team ROC Requests submitted and resolved within your Blue ROC (Remote Operations Center) Team. Escalated / Field Requests best serviced by your Primary Systems Analyst or supporting team member and requests requiring onsite support. tickets related to proactive monitoring alerts and monthly maintenance tasks. Trend Analysis December and January Mgmt: Please See Detail Report. Copyright mindshift Technologies

7 ROC Response Trending 40 Average Response Time in Min Blue Team Response Client-Specific Response Goal 0 SEPT OCT NOV DEC JAN FEB Review Period ROC Response Blue Team Response - Our Remote Operations Center (ROC) is crucial to our ability to provide quick and effective response to our clients. As such, we manage each of our ROC teams to an average response time of 30 minutes or less. Client Specific Response Although mindshift Technologies manages response times per team, we understand that those results may not always be what you or your employees feel from that experience. With that in mind, we also like to give you visibility into metrics specific to your account. Trend Analysis 6-Month Period: SEPT 2012 FEB 2013 Blue ROC Team Average Response Time (All Clients): 30.0 Minutes Blue ROC Team Average Response Time (Specific to City of Buda): 25.3 Minutes Copyright mindshift Technologies

8 Service Request Survey Results 100% 90% 80% Participation 70% 60% 50% 40% 30% Excellent Good Average Unsatisfactory 20% 10% 0% 18 SEPT - NOV 11 DEC - FEB ATC Survey Period Client Feedback mindshift Technologies values your open and honest feedback. Understanding our successes and identifying areas where we can make imporvements are core to our ability to deliver exceptional service. We encourage you and your employees to take advantage of the opportunity to provide us with that feedback by completing our Closed Ticket surveys. We love to hear about your service experience! Survey Notes and Analysis Thank You! Annual vcio Strategy Session Techology Roadmap Status Agreement Review mindshift Service Review Training Other Pending and Completed Action Items Copyright mindshift Technologies

9 City of Buda mindshift Technologies Service Review OCTOBER DECEMBER 2013 Presented To: Brian LaBorde City of Buda January 27 th, 2014 Prepared By: Travis Land Account Manager

10 Service Review for City of Buda Review Period: October December 2013 Overview Your Blue Team Quarterly - 81 Tickets MONTH ROC Escalated 17% 17% 66% Remote (ROC) Escalated OCT NOV DEC TOTAL Trending Ticket Count JUL AUG SEPT OCT NOV DEC Remote (ROC) Escalated / Field Team Review Period Service and Overview Remote (ROC) Requests resolved remotely within your dedicated ROC Team. Escalated / Field Team Requests best serviced by your Primary Systems Analyst or supporting Team member and Requests requiring onsite support. Tickets related to proactive monitoring alerts and monthly maintenance tasks. Trend Analysis ROC + Field Service Requests 6-Month Average: 28.7 /mo. Monitoring Alerts decreased significantly after firewall upgrade in October. Copyright mindshift Technologies

11 Service Review for City of Buda Review Period: October December 2013 Responsive Brand Promise Average Response Time in Minutes ROC Response Trending JUL AUG SEPT OCT NOV DEC Review Period BLUE Team - All Clients Client-Specific Response Our Goal - 30 Minutes or Less ROC Response Team Response - Our Remote Operations Center (ROC) is crucial to our being able to provide quick and effective response to our clients. As such, we manage each of our ROC teams to an average response time of 30 minutes or less. Client Specific Response Although mindshift manages response times per team, we understand that those results may not always be what you or your employees feel from that experience. With that in mind, we also like to give you visibility into metrics specific to your account. Trend Analysis 6-Month Period: July December 2013 Blue ROC Team Average Response Time (All Clients): 18.0 Minutes Blue ROC Team Average Response Time (Specific to City of Buda): 20.5 Minutes Copyright mindshift Technologies

12 Service Review for City of Buda Review Period: October December 2013 Client Satisfaction Service Request Survey Results Unsatisfactory Average Good Extraordinary! JULY - DECEMBER 2013 Client Feedback mindshift Technologies values your open and honest feedback. Understanding our successes and identifying areas where we can make improvements is fundamental to our ability to deliver exceptional service. We encourage you and your employees to take advantage of the opportunity to provide us with that feedback by completing our Closed Ticket Surveys. We love to hear about your service experience! Survey Notes and Analysis Surveys: 56.6% - Extraordinary! / 43.4% - Good Thank you! ATC Copyright mindshift Technologies

13 Service Review for City of Buda Review Period: October December 2013 mindshift Southwest Net Promoter Score (January 2013) Detractors Down from 29% to 17% (August to January) Promoters Up from 41% to 54%, Net Promoter Score Up 12% to 37%! Via mailed survey, a sample of mindshift Southwest clients are asked one question, How likely are you to recommend mindshift?, and offer a rating between Scores of 1-6 are considered Detractors, a score of 7-8 is considered Passive, and scores of 9-10 are considered Promoters ; The survey company removes Passive scores and takes the difference between Promoter and Detractor scores to determine the Net Promoter Score. TOP 5 REQUESTORS EMERGENCY REQUESTS CONTACT REQUESTS CONTACT REQUESTS RATING Copyright mindshift Technologies

14 City of Buda mindshift Technologies Service Review APRIL JUNE 2014 Presented To: City of Buda Council IT Committee July 15 th, 2014 Prepared By: Travis Land Account Manager

15 Service Review for City of Buda Review Period: April June 2014 Overview Your Blue Team Quarterly - 99 Tickets MONTH ROC Escalated 23% 15% 62% Remote (ROC) Escalated APR MAY JUN TOTAL Trending Ticket Count Remote (ROC) Escalated / Field Team 0 JAN FEB MAR APR MAY JUN Review Period Service and Overview Remote (ROC) Requests resolved remotely within your dedicated ROC Team. Escalated / Field Team Requests best serviced by your Primary Systems Analyst or supporting Team member and Requests requiring onsite support. Tickets related to proactive monitoring alerts and monthly maintenance tasks. Trend Analysis ROC + Field Service Requests 6-Month Average: 26.3 /mo. MAR-APR ROC : New PC s, Assorted Issues with MS Outlook and Adobe Reader. Low Volume of Monitoring Alerts Indicates Excellent Network Health. Copyright mindshift Technologies

16 Service Review for City of Buda Review Period: April June 2014 Responsive Brand Promise Average Response Time in Minutes ROC Response Trending JAN FEB MAR APR MAY JUN Review Period BLUE Team - All Clients Client-Specific Response Our Goal - 30 Minutes or Less ROC Response Team Response - Our Remote Operations Center (ROC) is crucial to our being able to provide quick and effective response to our clients. As such, we manage each of our ROC teams to an average response time of 30 minutes or less. Client Specific Response Although mindshift manages response times per team, we understand that those results may not always be what you or your employees feel from that experience. With that in mind, we also like to give you visibility into metrics specific to your account. Trend Analysis 6-Month Period: January June 2014 Blue ROC Team Average Response Time (All Clients): 26.7 Minutes Blue ROC Team Average Response Time (Specific to City of Buda): 28.0 Minutes Copyright mindshift Technologies

17 Service Review for City of Buda Review Period: April June 2014 Client Satisfaction Service Request Survey Results Unsatisfactory Average Good Extraordinary! JANUARY - JUNE 2014 Client Feedback mindshift Technologies values your open and honest feedback. Understanding our successes and identifying areas where we can make improvements is fundamental to our ability to deliver exceptional service. We encourage you and your employees to take advantage of the opportunity to provide us with that feedback by completing our Closed Ticket Surveys. We love to hear about your service experience! Survey Notes and Analysis Surveys: 54.7% - Extraordinary! / 44.2% - Good / 1.1% - Average / 0% - Unsatisfactory Thank you! Kudos & Quotes Thank you! Very speedy response! Melinda H. Marc stayed late to get this done. Much appreciated!! Bill K. Chad did an excellent job locating the deleted folder on the server and returning it to my desktop. Stanley F. Very helpful and FAST! :) Andrea H. ATC Copyright mindshift Technologies

18 Service Review for City of Buda Review Period: April June 2014 Copyright mindshift Technologies

19 City of Buda mindshift Technologies Service Review September November 2014 Presented To: Brian LaBorde Buda City Council IT Committee 16 December 2014 Prepared By: Travis Land Account Manager

20 Service Review for City of Buda Review Period: September November 2014 Overview Your Blue Team Quarterly - 61 Tickets 18% 77% 5% Remote (ROC) Escalated MONTH ROC Escalated SEPT OCT NOV TOTAL Trending Ticket Count Remote (ROC) Escalated / Field Team 0 JUN JUL AUG SEPT OCT NOV Review Period Service and Overview Remote (ROC) Requests resolved remotely within your dedicated ROC Team. Escalated / Field Team Requests best serviced by your Primary Systems Analyst or supporting Team member and Requests requiring onsite support. Tickets related to proactive monitoring alerts and monthly maintenance tasks. Trend Analysis ROC + Field Service Requests 6-Month Average: 19.3 /mo. Low Volume of Monitoring Alerts Indicates Excellent Network Health Copyright mindshift Technologies

21 Service Review for City of Buda Review Period: September November 2014 Responsive Brand Promise Average Response Time in Minutes ROC Response Trending JUN JUL AUG SEPT OCT NOV Review Period BLUE Team - All Clients Client-Specific Response Our Goal - 30 Minutes or Less ROC Response Team Response - Our Remote Operations Center (ROC) is crucial to our being able to provide quick and effective response to our clients. As such, we manage each of our ROC teams to an average response time of 30 minutes or less. Client Specific Response Although mindshift manages response times per team, we understand that those results may not always be what you or your employees feel from that experience. With that in mind, we also like to give you visibility into metrics specific to your account. Trend Analysis 6-Month Period: June November 2014 Blue ROC Team Average Response Time (All Clients): 27.7 Minutes Blue ROC Team Average Response Time (Specific to City of Buda): 24.8 Minutes Copyright mindshift Technologies

22 Service Review for City of Buda Review Period: September November 2014 Client Satisfaction Service Request Survey Results Unsatisfactory Average Good Extraordinary! JUNE - NOVEMBER 2014 Client Feedback mindshift Technologies values your open and honest feedback. Understanding our successes and identifying areas where we can make improvements is fundamental to our ability to deliver exceptional service. We encourage you and your employees to take advantage of the opportunity to provide us with that feedback by completing our Closed Ticket Surveys. We love to hear about your service experience! Survey Notes and Analysis Surveys: 61% - Extraordinary! / 16% - Good / 0% - Average / 2% - Unsatisfactory Thank you! Kudos & Quotes Great Job! Andrea H. Thank you for the quick response! Alicia R. ATC Copyright mindshift Technologies