Tuesday

I spent most of the day in review meetings with managers.

There has been encouraging progress in addressing some ongoing concerns. For example, the average time to answer calls to the ICT Support Centre is now less than a minute, and the call abandonment rate is now below 16% - down from 40%, 5 months ago. (Hopefully, colleagues do appreciate that if they abandon, and dial again, they go back to the end of the queue!!)

Since centralising all ICT supplier management, we have also made progress in recouping monies and services owed!

There is still, however, a significant backlog in application support requests, to which we are now turning our attention. One of the primary "keys" is data quality. We get 20-25 data quality calls per day from one service alone!

Discussion also included increasing requests for extended hours of support.