FAQs

Commonly asked questions can be seen below. If you still have any questions or queries please use our contacts page.

What constitutes good performance?

ISD would like nothing better than to report a 100% success rate in dealing with reported incidents. However, this is something we can’t guarantee. Initially the ISD leadership Team are expecting all of our Service Offerings to be reporting a minimum of 90% success rate.

What happens if the success rate is below 90%?

Where the 90% target is not met Service Owners, working closely with their colleagues, will be asked to put an improvement plan in place.

If a Service Offering is below the 90% success rate how long before improvements will be evidenced?

This is hard to answer. It will depend on how far below the 90% threshold the Service Offering is. A Service Offering reporting a 75% success rate may not be able to achieve an improvement to 90% in a month’s reporting period. It will also depend on why the target is being missed. Service Owners will be initially tasked with addressing the issues. If there is persistent under-performance the Service Owner will be assisted by ISD’s Service Improvement teams and the Service Level Manager.

When can I expect the webpages to be updated?

Data is prepared during the third week of the following month. This is to allow accurate reporting. We could run the reports much earlier but the reporting would be skewed with a higher volumes of