Appendix 2
 Helpdesk performance (all six funds) Currently about 2 FTE allocated to ESPF (team is 14).

Introduced the call centre for ESPF in November 2019 (not taken on managing the corporate email box).

Period

Offered (Calls received)

Handled
(Calls answered)

Abandoned
(Caller hung up)

Aband %

SLA % (75% of calls within 20 seconds)

Queue %

Abandoned Time

01/07/20 to 30/09/20

7,300*

6,051

1,249

17.1%

Jul 22%
Aug n/a
Sep 24%

Jul 74%
Aug 81%
Sep 73%

Jul 6.42
Aug 7.57
Sep 6.19

01/10/20 to 31/12/20

6,881*

5,975

906

13.2%

Oct 22%
Nov 32%
Dec 32%

Oct 75%
Nov 64%
Dec 63%

Oct 7.11
Nov 5.54
Dec 6.44

01/01/21 to 31/03/21

9,719*

8,299

1,420

14.2%

Jan 12%
Feb 21%
Mar 48%

Jan 86%
Feb 76%
Mar 49%

Jan 6.35
Feb 6.51
Mar 4.19

01/04/21 to 30/06/21

2,561

2,417

144

5.7%

Apr 53%
May 44%
Jun 56%

Apr 44%
May 52%
Jun 39%

Apr 4.33
May 3.16
Jun 4.10

* Since lockdown the telephone service opening times has been restricted (with NO back-up – phone line is only open from 10am to 2pm and 2pm to 4pm). Following ongoing challenge from East Sussex PAT the telephone opening times are being reverted back to the pre-pandemic opening times of 9am to 4pm from April 2021. The figures from April 2021 relate purely to ESPF.

 

Helpdesk (website) performance(the figures relate to all Funds)

Period

Calls received

Handled

Abandoned

Abandoned %

SLA %

Queue %

Abandoned Time

01/07/20 to 30/09/20

1,032

926

106

10.27%

Jul 1%
Aug n/a
Sep 39%

Jul 41%
Aug 46%
Sep 26%

Jul 4.45
Aug 3.28
Sep 1.37

01/10/20 to 31/12/20

451

362

89

19.73%

Oct 37%
Nov 32%
Dec 37%

Oct 35%
Nov 39%
Dec 32%

Oct 1.54
Nov 4.57
Dec 6.14

01/01/21 to 31/03/21

529

435

94

17.77%

Jan 17%
Feb 43%
Mar 53%

Jan 60%
Feb 24%
Mar 19%

Jan 3.29
Feb 2.19
Mar 2.36

01/04/21 to 30/06/21

796

505

81

14.00%

Apr 30%
May 31%
Jun 48%

Apr 38%
May 44%
Jun 20%

Apr 1.39
May 2.10
Jun 1.06

 

It is anticipated that the July to Sept 21 calls will increase significantly due to the activity normally generated by the issue of ABS.
A new dedicated ESPF website helpline was introduced 14 Aug 21.

 

 

 

 

 

 

 

ES Helpdesk service levels for helpdesk services post  April 21

 

 

·         Allow a three months’ shadow period to adjust to the required higher standards where we will not apply performance penalties

·         Thereafter quarterly performance assessed against the scoring mechanism with rectification plan for underperformance including penalty clauses for sustained underperformance.

 

 

Period

First time fix

Call answer time

Abandoned call rate

Email response time

GOLD TARGETS

85%

75%

5%

100%

April 21

96%

53%

5%

100%

May 21

95%

44%

7%

100%

June 21

95%

56%

5%

100%