Computing and Library Services Dashboard

Key Measures of Success

We have a range of performance targets across Computing and Library Services which depict areas of our service we know are key for our customers. Regular monitoring of performance against these key measures of success enables us to ensure that we are focussed on delivering services that meet our customers’ expectations. You can see a summary of our current performance below:

Key measures of success

Most recent data

How we are performing against the measure

Reasons for our performance

IT Services
The proportion of incidents resolved by first-line IT support will exceed 82%

August 2022 – 86.5%
July 2022 – 84.3%
June 2022 – 86.8%
May 2022 – 83%
April 2022 – 87%
March 2022 – 86%
February 2022 – 85%
January 2022 – 90%
December 2021 – 86.5%
November 2021 – 71%
October 2021 – 72%
September 2021 – 76%

We are currently meeting this measure.

Icon to represent we are meeting our targets

 

 
The proportion of service requests fulfilled by first-line IT support will exceed 73% August 2022 – 86.4%
July 2022 – 85.1%
June 2022 – 83.2%
May 2022 – 82%
April 2022 – 87%
March 2022 – 83%
February 2022 – 84%
January 2022 – 92.7% December 2021 - 84.1%
November 2021 – 51%
October 2021 – 54%
September 2021 – 55%

We are currently meeting this measure.

Icon to represent we are meeting our targets

 
At least 95% of callouts to teaching spaces will be attended to within 10 minutes of receiving the call. July & August 2022 – 0 callouts to teaching due to the holidays
June 2022 – 100%
May 2022 – 100%
April 2022 – 100%
March 2022 – 94%
February 2022 – 100%
January 2022 – 88%
December 2021 – 100%
November 2021 – 96%
October 2021 – 89%
September 2021 – 96%

We are currently meeting this measure.

Icon to represent we are meeting our targets

During June there was a low number of callouts as classes have ceased although some revision sessions etc continued.
Not more than 30% of resolved tickets closed by second-line IT services will breach the target resolution time. October 2022 – 11.2%
September 2022 – 9.4%
August 2022 – 13%
July 2022 – 13.6%
June 2022 – 11.3%
May 2022 – 17.1%
April 2022 – 17.5%
March 2022 – 13.8%
February 2022 – 20.6%
January 2022 – 25.7%~
December 2021 – 16.2%
November 2021 – 23.7%
October 2021 – 24.8%
September 2021 – 26.4%

We are currently meeting this measure.

Icon to represent we are meeting our targets

 
The entire University network will be available 99.2% of the time. October 2022 – 99.99%
September 2022 – 99.91%
August 2022 – 99.96%
July 2022 – 99.58%
June 2022 – 99.96%
May 2022 – 99.9%
April 2022 – 99.9%
March 2022 – 99.9%
February 2022 – 100%
January 2022 – 99.01%
December 2021 – 99.31%
November 2021 – 99.62%
October 2021 – 99.69%
September 2021 – 99.44%

We are currently meeting this measure.

Icon to represent we are meeting our targets

 
Library Services
90% of Help Desk enquiries requiring in-depth support will be resolved at first point of contact. October 2022 – 95%
September 2022 – 98%
August 2022 – 93%
July 2022 – 96%
June 2022 – 92%
May 2022 – 94%
April 2022 – 100%
March 2022 – 97%
February 2022 – 98%
January 2022 - 100%
December 2021 – 97%
November 2021 – 99%
October 2021 – 97%
September 2021 – 100%

We are currently meeting this measure.

Icon to represent we are meeting our targets

 
90% of e-books on reading lists will be available within 48 hours of the academic notifying the Library. October 2022 – 89.6%
September 2022– 85.6%
August 2022 – 92.3%

We are currently trending towards this measure.

Icon to represent we are trending toward our targets

Data is unavailable before August due to the move to a new reading list system.
90% of all requests for items that customers cannot find within this library’s own resources will be fulfilled. April 2022 – 88%
March 2022 – 89%
February 2022 – 89%
January 2022 – 80%
December 2021 – 90%
November 2021 – 83%
October 2021 – 89%
September 2021 – 94%

We are currently trending away from this measure.

Icon to represent we are trending away our targets

A particular individual researcher is continuing to submit requests for very difficult to locate materials, some of which we inevitably end up being unable to fulfil. Nevertheless, they are highly satisfied with the materials that we are managing to trace.
80% of reading lists will have been updated within the last 12 months. October 2022 – 100%

We are currently meeting this measure.

Icon to represent we are meeting our targets

The implementation of a new reading list system (Leganto) in April 2022 means all lists were modified within the last 12 months, due to the migration process. This figure does not necessarily reflect updates by academics.
Student Support Services
Engagement with the self-service portal will increase to account for 10% of iPoint customer enquiries. May 2022 – 3.1%
April 2022 – 7.9%
March 2022 – 5.02%
February 2022 – 2.78%
January 2022 – 3.23%

December 2021 - 2.3%
November 2021 - 1.9%
October 2021 - 3.1%
September 2021 - 4.3%

We are currently trending towards this measure.

Icon to represent we are trending toward our targets

This low figure is attributed to less students making enquiries virtually as teaching has now finished, and training is yet to happen to show iPoint staff how to close tickets with knowledge. This will be addressed in the coming months.
Digital Delivery Services
All projects will be 100% compliant with our methodology measured by presence of Project Management Plan, communication plan and risk and issue log. Strategic projects will also have decision log, finance tracker and highlight reports. October 2022 – 100%
September 2022 – 100%
August 2022 – 100%
July 2022 – 100%
June 2022 – 100%
May 2022 – 100%
April 2022 – 100%
March 2022 – 88%
February 2022 – 100%
January 2022 – 100%
December 2021 – 100%
November 2021 – 92%
October 2021 – data not available
September 2021 – data not available

We are currently meeting this measure.

Icon to represent we are meeting our targets

 

 

Last updated November 2022