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Facilities Management Journal July 2014

ADVICE & OPINION KPI SURVEY ! !"#$% &!'* 16 JULY 2014 There is also considerable regional variation in the use of the organisation’s intranet in conjunction with the help desk, / 5# # internal customers to log and monitor help desk tasks online. Overall, 70% of respondents have an intranet help desk and of these 82% make it available to more than ("” 5 % The regional variation in all of these areas +% 4# help desk and intranet has increased since / ) +"!"# / }% “Enabling requestors to log and monitor tasks online is an obvious way to reduce the pressure on help that many more organisations are making this facility available.” James Atkinson Causeway CUSTOMER SATISFACTION Another area that we have looked at from a regional perspective is the result #) B 50% or more of their customers. Figure 4 / / # while also comparing results from % In exploring various aspects of facilities management the FM Index KPI survey asks respondents to indicate the region Y we can look at regional variations as well as national data. To that end, England is broken down into South West, South East, East of England, the Midlands and the North of England. Historically, responses from Scotland, Wales and > ! fewer so these countries have been treated as regions and continue to be for the purposes of comparison with previous years. There were no responses from Northern Ireland in the latest survey. & – that includes locations such as the Channel 3%!/ the regional locations of respondents to the % In this month’s report we are looking helpdesk, as this is such an important tool for the FM department and its interface with internal customers. Across all regions ” 5 )— +(” – {” @ of England and Wales. / in the management of the helpdesk (84% ‹#/ ("” !""”%= /#~”) %# region to region. In the next issue of FMJ we continue the theme of regional variation, looking at the management of planned maintenance. 1% Fig.2 Help desk functionality and access 0 10 20 30 40 50 60 70 80 90 100 100 90 80 70 60 50 40 30 20 10 Overseas/other Wales Scotland North of England Midlands East England South East England South West England Percentage respondents providing help desk intranet access to >50% of staff 2013 2012 2011 70 60 50 40 30 20 10 0 South West England South East England East England Midlands North of England Scotland Wales Overseas/other Rrated as average or above by >50% of customers 2010 2011 2012 2013 0 Percentage respondents Operate a help desk Use help desk soware 3rd party soware Intranet enabled >50% staff with intranet access Fig.3 Customer access to help desk intranet Fig.4 Customer satisfaction 12% 44% 5% 13% 9% 5% 0% 11% South West England South East England East England Midlands North of England Scotland Wales Northern Ireland Overseas/other Fig.1 Respondents by region


Facilities Management Journal July 2014
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