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ANNUAL CONTACT VOLUMES
From July 1, 2010 through June 30, 2011
Volumes
| FSD Portal Website Hits |
| 585,308 |
Telephone and Web-form volumes increased over last year while Web-chat and FSD Portal Website Hits decreased. FSD provides scalable processes and architecture to meet the contact volume demand.
TRAINING
| Timeframe |
| July 1, 2010 through June 30, 2011 |
| Total Agent Training Hours |
| 3,341 |
The FSD maintains a flexible training program due to the diversity and complexity associated with each system. Each new agent is thoroughly trained using a variety of methods such as classroom training, webinars, mini-sessions for problem areas, and process change alerts posted in a web–based management portal. Additionally each agent performs a phase-in nesting period before receiving final approval for incident handling.
SERVICE LEVEL AGREEMENTS
The following information provides the Federal Service Desk’s (FSD) overall status for the reporting period July 2010 through June 2011. The following charts highlight major metrics and indicators within the FSD. Specifically, the chart below measures the FSD performance as set forth in the Statement of Work (SOW).
In May 2010, due to budget cuts GSA requested that web chat support be removed and capped contact support at a fixed band volume. Contacts have exceeded the capped level every month and HPES has continued to achieve higher than expected service levels with the reduced staff.
SLA Table: July 1, 2010 through June 30, 2011
| Federal Service Desk Availability |
| > 99% |
| 100% |
| First Call Resolution Rate (for Tier 1 Calls) |
| 90% through the Federal Service Desk system |
| 86.09% |
| Tier 2/3 Escalation |
| No more than 20% of total calls handled |
| 13.91% |
| Incorrect Escalation |
| No more than 5% of calls |
| 0.00% |
| Response Time – Phone (Speed of Answer) |
| >80% of phone calls responded to within 90 seconds |
71.37%
| Response Time – Web Form (Speed of Answer) |
| < 1 hour of receipt during normal business hours |
< 2 hours next business day for non-business hours submission 50 min. 17 sec.
51 min. 4 sec.
| Average Wait Time – Web Chat |
| < 25 seconds |
| 19 sec. |
| Abandonment Rate |
| Phone - <5% |
Web chat - <10% 6.49% 2.01%
| Accuracy and Completeness of Self Service Knowledgebase (Answer Center) |
| 98% or better |
| 100% |
| Customer Satisfaction Surveys |
| 80% |
| Closed Incident Surveys |
· Survey requests were sent electronically for 100% of closed incidents
· 16.17% of surveys sent, received responses Web Surveys
· 0.11% of surveys were completed from FSD.gov
QUALITY RESULTS
| Timeframe |
| July 1, 2010 through June 30, 2011 |
| Incidents Monitored |
| 5,312 |
| Average Accuracy Rate |
| 92.14% |
QA refined the detailed evaluation form for recording findings during the review of a specific incident. This resulted in a higher average accuracy rate for this year. This form is used for all incident types (calls, web-chats, and web-forms) and facilitates consistent evaluation by all the reviewers.
Federal Service Desk (FSD) Fact Sheet For 2010-2011
SURVEY RESULTS
| Based on a 1-5 scale |
| Jul-10 |
| Aug-10 |
| Sep-10 |
| Oct-10 |
| Nov-10 |
| Dec-10 |
| Jan-11 |
| Feb-11 |
| Mar-11 |
| Apr-11 |
| May-11 |
| Jun-11 |
| Totals |
| 5,023 |
| 4,561 |
| 5,744 |
| 4,811 |
| 3,874 |
| 3,256 |
| 4,718 |
| 5,150 |
| 6,250 |
| 4,987 |
| 4,835 |
| 4,984 |
| 58,193 |
| Overall Satisfaction |
| How would you rate your overall call satisfaction of the call you made to the Federal Service help desk? |
| 4.47 |
| 4.47 |
| 4.78 |
| 4.78 |
| 4.76 |
| 4.79 |
| 4.81 |
| 4.78 |
| 4.81 |
| 4.95 |
| 4.78 |
| 4.79 |
| 4.75 |
| Agent Knowledge |
| How well do you feel the Agent understood your question? |
| 4.65 |
| 4.66 |
| 4.69 |
| 4.68 |
| 4.64 |
| 4.68 |
| 4.7 |
| 4.67 |
| 4.7 |
| 4.82 |
| 4.7 |
| 4.69 |
| 4.69 |
| Resolution Satisfaction |
| How well was the Agent able to resolve your problem? |
| 4.39 |
| 4.38 |
| 4.48 |
| 4.54 |
| 4.47 |
| 4.55 |
| 4.59 |
| 4.51 |
| 4.57 |
| 4.73 |
| 4.5 |
| 4.53 |
| 4.52 |
| Agent Professionalism |
| How would you rate the Agent's courtesy and professionalism? |
| 4.74 |
| 4.75 |
| 4.39 |
| 4.46 |
| 4.39 |
| 4.46 |
| 4.52 |
| 4.43 |
| 4.5 |
| 4.57 |
| 4.5 |
| 4.49 |
| 4.52 |
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GSA Office of Governmentwide Policy