Source: Support Report January 2015
The AOC Consortium, in its desire to serve the Public Administrations of Catalonia and in its commitment to transparència in the management of its services, it publishes a monthly report on the Support Service, a transversal service par excellence of any organization.
The report covers the monthly evolution of different indicators throughout the year, including: the degree of compliance with the Support Service Level Agreement, the support requests served, the satisfaction rate of the users, registrations of managed services, etc.
In this sense, during the month of January support service requests increased by 62% with respect to the month of December, surpassing in addition, for the third consecutive month, the number of requests received in the same period of 2013 and 2014. Also, the support service has complied with the service level agreement regarding the management of requests within the deadline.
In terms of user satisfaction, it is very positive a new record in the valuation of the support provided. In this sense, in a barometer from 1 to 10, in the different parameters, it is around 8,6, slightly above the previous month and relative to the NPS *, it is at an excellent level slow, with 60%.
With regard to registrations for the service, there is a slight decrease in the volume of registrations of the e.FACT service, with 275 requests for registration this past month, after three months of constant increase. The average of the resolution of the applications of discharge of all the services it is below 15 business days, as set forth in the Service Level Agreement.
You can view the full report at the following link: Support Unit Activity Report: January 2015
This report is in addition to the monthly published report on theactivity of the other services of the AOC Consortium, which we also recommend you to visit.
* The acronym "NPS" corresponds to Net Promoters score, a system for measuring user satisfaction that remains in the positive ratings (9 and 10), negative (1-6), discarding the average ratings, considered passive ( 7 and 8).
In the NPS system, the goal is to reach the ideal of 100% of 10 votes. However, subtracting the percentage of new and ten, the ratings from one to six, makes it extremely difficult. As a guide, technology companies are between 10 and 50%.
