Support review of 2013

Posted in: DMC team

As a Web Supporter, one of the aspects of my role is to produce a support report every month which details what has been happening with support over the previous month. At the end of each year I then consolidate these results into an annual report so that we can look at what the main queries are and how many tickets have been received over the year.

Summary of the year

2013 seems to have been another busy year for support within the Digital team. There were 3,079 tickets received into the support queue with 1,921 queries and requests being relevant to us. This represents a 1.4% increase in relevant queries on 2012 figures but the good news is that the overall amount of tickets received into the queue went down by 23.5%. This still represents 13 tickets being received per day overall with 8 each day for support.

Of the queries that were received by us, 13.4% of tickets needed more information from the requestor before we could resolve them which is 2.4% more than last year. Requesting more information does slow down the resolution time of a query so it is always a good idea to include relevant information to your query such as:

  • The system your query relates to
  • Any URLs that are relevant
  • A screenshot or details of any error messages that you have received

The support target for the department is that 70% of queries need to be resolved within 48 hours. 67.3% of queries were resolved within this time. The reason for the shortfall? A combination of illness and the extended Christmas break in December 2013. However, the average resolution time overall during the year was 41 hours.

Graph showing the average resolution time for support queries over the year

As you can see from the graph, the average resolution time breached the target in May and December which was when I was away. As I am the sole supporter within the department, the rest of the team needed to take over and carry out support in conjunction with their normal day to day duties when I was absent.

The support query top 10

The main query types that have been received over the last 12 months are:

  1. CMS page change (15.1%)
  2. Wiki query (8.1%)
  3. CMS training request (6.7%)
  4. CMS technical issue (6.7%)
  5. Content query (2.6%)
  6. General site enquiry (2.3%)
  7. Web drive page change (2.2%)
  8. Apache configuration (1.9%)
  9. Blog query (1.8%)
  10. App query (1.6%)

App query appeared for the first time in 2013 as the ELC released an app for healthcare professionals and students to learn English.

Customer satisfaction

We send out a customer satisfaction survey after each ticket is resolved and 8.9% of requestors responded. Of those responses:

  • 96.8% of respondants were satisfied with their experience of Web Support and said that their query was resolved.

Comments included:

  • "Chris went the extra "mile" and came back with the information quickly, even though he had to compile it manually."
  • "You might want to review the phrasing of the automatic response that goes out to people emailing LMF support.  The way I read it (as did a couple of my colleagues who looked at it), it seemed to suggest that I had submitted my help request incorrectly.  Just a thought."

As a result of some of these comments, improvements have been made including altering the autoresponse which is sent out when requestors send a ticket in to make it clearer what would happen next with their query.

Looking forward to 2014

With more sites and services being upgraded and provided, no doubt 2014 will be another busy year for support and the department as a whole.

TopDesk, the new support system being introduced by Computing Services, is due to be introduced some time in 2014 which will improve the way support is administered and how data is gathered for reports. This will also save me time producing these figures manually. As part of this, we will look at introducing a support form to gather the correct information from users in order to provide a more efficient service.

We will be looking at writing and introducing a set of Service Level Agreements during 2014 which will give both Digital Marketing and Communications and our users expectations of the service provided.

We have also introduced another metric whereby we can establish whether requests are being resolved first time and if not, why not.

Our training on writing for the web and the CMS is currently being overhauled so that users have the correct training and resources reducing the amount of these types of support request.

And finally...

Don't forget, if you have any queries about the CMS or other web systems then please contact us.

Posted in: DMC team

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