FSD MONTHLY REPORT.doc

FEDERAL SERVICE DESK

MONTHLY PERFORMANCE REPORT

SEPTEMBER 2011

FEDERAL SERVICE DESK

SEPTEMBER 2011

FEDERAL SERVICE DESK

Reporting Period:

September 01, 2011 - September 30, 2011 Contractor:

HP Enterprise Services

201 Technacenter Drive

Montgomery, AL 36117 Prepared by:

Federal Service Desk Program Management Office Date Prepared:

September 07, 2011

LINK Excel.Sheet.8 "\\\\206.122.5.62\\ccs leaders\\ARCHIVE LIBRARY\\01 FSD Contract\\FSD Quality Assurance\\QA Deliverables\\Monthly Reports\\Current\\Input Charts.xls" Inputs!R6C5 \f 4 \r Reviewed by:

Zhabaron Hall, FSD Project Manager Table of Contents

3Executive Summary

5FSD Service Request Activity Summary

6FSD Incidents / Tickets Activity Summary

7Service Management

7FBO Service Request Activity Summary

8FBO Incidents / Tickets Activity Summary

9CCR / CCIS Service Request Activity Summary

10CCR Incidents / Tickets Activity Summary

11FedReg Service Request Activity Summary

12FedReg Incidents / Tickets Activity Summary

13CFDA Service Request Activity Summary

14CFDA Incidents / Tickets Activity Summary

15EPLS Service Request Activity Summary

16EPLS Incidents / Tickets Activity Summary

17eSRS Service Request Activity Summary

18eSRS Incidents / Tickets Activity Summary

19FSRS Contracts Service Request Activity Summary

20FSRS Contracts Incidents / Tickets Activity Summary

21FSRS Grants Service Request Activity Summary

22FSRS Grants Incidents / Tickets Activity Summary

23QA Monitored Incidents – Average Evaluation Score - 93.54%

23QA Analysis – Service Improvement

24Customer Satisfaction Surveys – Closed Incident

25Customer Satisfaction Surveys - Web

26Training

26Training Classes

28Human Resources

28FSD Agent Retention and Attrition Rate

Executive Summary

The following information provides the Federal Service Desk’s (FSD) overall status for the reporting period of September 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).

82.65%

17.35%

59.42%

< 2 hours next business day for non-business hours submission

48 min. 30 sec.

47 min. 28 sec.

N/A

Web chat - <10%

9.06%

N/A

· Survey requests were sent electronically for 100% of closed incidents

· 15.61% of surveys sent, received responses

Web Surveys

· 0.12% of surveys were completed from FSD.gov

Key Highlights

· Abandons increased slightly from 8.8% in August to 9.1% in September. The September abandonment rate is still a significant decrease from June’s 10.5%.

FSD Service Request Activity Summary The following statistics are derived from the FSD service requests received during the month of September:

28,793 phone requests were taken by the FSD agents.

· Including CCIS – 9.1% calls ( 2,868) were abandoned.

· Excluding CCIS – 5.5% calls ( 1,173) were abandoned.

· Calls answered within 90 seconds

· Including CCIS – 59.4% of the calls were answered within 90 seconds.

· Excluding CCIS – 70.9% of the calls were answered within 90 seconds.

The following chart shows the phone, web form and web chat requests received since April 2011.

Note: The total service requests reflected in the chart below is comprised of CCR/CCIS, FBO, FedReg, CFDA, ESRS, EPLS, FSRS-Contracts and FSRS-Grants phone requests.

FSD Incidents / Tickets Activity Summary The following statistics are derived from FSD incidents / tickets received during the month of September:

28,886 total incidents / tickets were worked by the FSD agents.

28,182 ( 97.6%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

704 ( 2.4%) were web form incidents / tickets.

5,104 total incidents / tickets ( 15.0%) were escalated to Tier 2/3.

4,995 phone incidents / tickets ( 15.1%) were escalated.

0 web chat incidents / tickets ( 0.0%) were escalated.

109 web form incidents / tickets ( 13.4%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

Service Management The following sections within Service Management (up to the QA Monitored Calls portion) reflect how well each program is performing per the required Service Level Agreements (SLAs).

FBO Service Request Activity Summary The following statistics are derived from the FBO service requests received during the month of September:

1,707 phone requests were taken by the FSD agents.

91 calls ( 5.1%) were abandoned.

82.1% of the calls were answered within 90 seconds.

FBO Incidents / Tickets Activity Summary The following statistics are derived from FBO incidents / tickets received during the month of September:

1,094 total incidents / tickets were worked by the FSD agents.

1,013 ( 92.6%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

81 ( 7.4%) were web form incidents / tickets.

130 total incidents / tickets ( 10.6%) were escalated to Tier 2/3.

115 phone incidents / tickets ( 10.2%) were escalated.

0 web chat incidents / tickets (0.0%) were escalated.

15 web form incidents / tickets ( 15.6%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

CCR / CCIS Service Request Activity Summary The following statistics are derived from the CCR and CCIS service requests received during the month of September:

25,803 phone requests were taken by the FSD agents.

· Including CCIS – 2,703 calls ( 9.5%) were abandoned.

· Excluding CCIS – 1,008 calls ( 5.6%) were abandoned.

· Calls answered within 90 seconds

· Including CCIS – 56.1% of the calls were answered within 90 seconds.

· Excluding CCIS – 67.9% of the calls were answered within 90 seconds.

Note: Beginning in February 2010, HP created a “CCIS option” on the FSD IVR (Interactive Voice Response, sometimes called a phone tree). The “CCIS option” is for CCR password resets, unlocks and POC invite issues, which are a sizeable number of calls, suggesting usability issues. The CCR phone requests now include all CCIS phone requests and the chart has been updated to reflect both CCR and CCIS phone requests starting in February, 2010.

CCR Incidents / Tickets Activity Summary The following statistics are derived from CCR incidents / tickets received during the month of September:

26,740 total incidents / tickets were worked by the FSD agents.

26,310 ( 98.4%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

430 ( 1.6%) were web form incidents / tickets.

4,802 total incidents / tickets ( 15.2%) were escalated to Tier 2/3.

4,763 phone incidents / tickets ( 15.3%) were escalated.

0 web chat incidents / tickets (0.0%) were escalated.

39 web form incidents / tickets ( 8.3%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

FedReg Service Request Activity Summary The following statistics are derived from the FedReg service requests received during the month of September:

304 phone requests were taken by the FSD agents.

9 calls ( 2.9%) were abandoned.

93.1% of the calls were answered within 90 seconds.

FedReg Incidents / Tickets Activity Summary The following statistics are derived from FedReg incidents / tickets received during the month of September:

46 total incidents / tickets were worked by the FSD agents.

42 ( 91.3%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

4 ( 8.7%) were web form incidents / tickets.

1 total incidents / tickets ( 2.1%) was escalated to Tier 2/3.

1 phone incident / ticket ( 2.3%) was escalated.

0 web chat incidents / tickets (0.0%) were escalated.

0 web form incidents / tickets ( 0.0%) was escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

CFDA Service Request Activity Summary The following statistics are derived from the CFDA service requests received during the month of September:

180 phone requests were taken by the FSD agents.

8 calls ( 4.3%) were abandoned.

81.7% of the calls were answered within 90 seconds.

CFDA Incidents / Tickets Activity Summary The following statistics are derived from CFDA incidents / tickets received during the month of September:

70 total incidents / tickets were worked by the FSD agents.

55 ( 78.6%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

15 ( 21.4%) were web form incidents / tickets.

9 total incidents / tickets ( 11.4%) were escalated to Tier 2/3.

8 phone incidents / tickets ( 12.7%) were escalated.

0 web chat incidents / tickets ( 0.0%) were escalated.

1 web form incidents/ tickets ( 6.3%) was escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

EPLS Service Request Activity Summary The following statistics are derived from the EPLS service requests received during the month of September:

204 phone requests were taken by the FSD agents.

6 calls ( 2.9%) were abandoned.

100.0% of the calls were answered within 90 seconds.

EPLS Incidents / Tickets Activity Summary The following statistics are derived from EPLS incidents / tickets received during the month of September:

170 total incidents / tickets were worked by the FSD agents.

146 ( 85.9%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

24 ( 14.1%) were web form incidents / tickets.

35 total incidents / tickets ( 17.1%) were escalated to Tier 2/3.

23 phone incidents / tickets ( 13.6%) were escalated.

0 web chat incidents / tickets ( 0.0%) were escalated.

12 web form incidents / tickets ( 33.3%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

eSRS Service Request Activity Summary The following statistics are derived from the eSRS service requests received during the month of September:

216 phone requests were taken by the FSD agents.

14 calls ( 6.1%) were abandoned.

eSRS Incidents / Tickets Activity Summary The following statistics are derived from eSRS incidents / tickets received during the month of September:

174 total incidents / tickets were worked by the FSD agents.

123 ( 70.7%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

51 ( 29.3%) were web form incidents / tickets.

34 total incidents / tickets ( 16.3%) were escalated to Tier 2/3.

23 phone incidents / tickets ( 15.8%) were escalated.

0 web chat incidents / tickets ( 0.0%) were escalated.

11 web form incidents / tickets ( 17.7%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

FSRS Contracts Service Request Activity Summary The following statistics are derived from the FSRS Contracts service requests received during the month of September:

165 phone requests were taken by the FSD agents.

15 calls ( 8.3%) were abandoned.

FSRS Contracts Incidents / Tickets Activity Summary The following statistics are derived from FSRS Contracts incidents / tickets received during the month of September:

129 total incidents / tickets were worked by the FSD agents.

101 ( 78.3%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

28 ( 21.7%) were web form incidents / tickets.

34 total incidents / tickets ( 20.9%) were escalated to Tier 2/3.

26 phone incidents / tickets ( 20.5%) were escalated.

0 web chat incidents / tickets ( 0.0%) were escalated.

8 web form incidents / tickets ( 22.2%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

FSRS Grants Service Request Activity Summary The following statistics are derived from the FSRS Grants service requests received during the month of September:

214 phone requests were taken by the FSD agents.

22 calls ( 9.3%) were abandoned.

FSRS Grants Incidents / Tickets Activity Summary The following statistics are derived from FSRS Grants incidents / tickets received during the month of September:

261 total incidents / tickets were worked by the FSD agents.

193 ( 73.9%) were phone incidents / tickets.

0 ( 0.0%) were web chat incidents / tickets.

68 ( 26.1%) were web form incidents / tickets.

59 total incidents / tickets ( 18.4%) were escalated to Tier 2/3.

36 phone incidents / tickets ( 15.7%) were escalated.

0 web chat incidents / tickets ( 0.0%) were escalated.

23 web form incidents / tickets ( 25.3%) were escalated.

The following chart shows the phone, web form and web incidents / tickets created and the percentage of these escalated to Tier 2/3 since April 2011.

QA Monitored Incidents – Average Evaluation Score - 93.54% QA monitors the FSD agents’ incidents daily for continuous process improvement. The FSD QA has enhanced the criteria and guidelines within the evaluation form to improve overall customer satisfaction and focus on further opportunities for improvement.

The phone requests are monitored using Witness and Viewer. QA can listen to the taped incident at a later date and evaluate the incident. QA monitored 269 incidents during the month of September. For those incidents evaluated, the agents had an average accuracy rate of 93.54% out of a possible 100%.

QA Analysis – Service Improvement QA cultivates continual process improvement by maintaining communication with the staff and program management office of the FSD.

QA regularly provides recommendations for performance improvement which may include: training on new material, corrective actions, and reiteration of material previously covered.

QA frequently posts performance tips to the Agent Community Workspace for instant notification to the agents. QA continues to identify and counsel agents who repeatedly score below 80.00% to enhance agent understanding of the FSD call requirements.

Customer Satisfaction Surveys – Closed Incident The FSD collected 4,509 closed incident surveys during the month of September. The surveys are emailed to the customer when the incident is closed by the FSD. The survey is composed of the questions listed below in the graph. The scores are a standard 0-5 with 0 being the lowest and 5 the highest. The graph below shows all of the electronically submitted surveys and the related results received during the month of September.

Customer Satisfaction Surveys - Web The FSD collected 65 web surveys during the month of September. The five questions within the survey have been assigned weighted base scores that correlate to the importance of the question. The overall score for September using the weighted scores is 2.47.

Question 1 – 3 pts. - I found the Federal Service Desk easy to use.

Question 2 – 5 pts. - I used the Federal Service Desk Answer Center and found the information that I needed.

Question 3 – 2 pts. - I did not receive any error messages when using the Federal Service Desk.

Question 4 – 4 pts. - I used the Federal Service Desk Request for Service web form and found it helpful.

Question 5* – 4 pts. - I used the Federal Service Desk Web Chat and found it helpful. *N/A for September The answers are given a score between 0 and 5. Zero is used for not applicable and the question is removed from consideration in the final overall score. The following are the scores assigned to each answer.

Strongly Agree – 5 pts

Agree – 4 pts

Neutral – 3 pts

Disagree – 2 pts

Strongly Disagree – 1 pt

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