FY15 Q2 FY15 Q3 FY15 Q4 FY16 Q1 FY16 Q2 FY16 Q3 FY16 Q4 KPI - PERSONNEL SKILL ASSESSMENT - PERSONNEL IMPROVING QUEUE MGMT – SVC. DESK IMPROVING QUEUE MGMT – DESKTOP SUPPORT CLIENT SATISFACTION SURVEY SERVICE LEVEL MGMT. TICKET PROCESSING Support Services ✓ LEGEND Firm Timeframe Ongoing Timeframe Milestone Completed Milestone Delayed Milestone Tentative Timeframe Define Training Curriculum for Support Staff Grading – Skills Assessment Launch Finalized New Hire Curriculum Achieve a Consistent Abandonment Rate of <3% Decrease Abandonment Rate to <10% Decrease Abandonment Rate to <5% Customize Grading Template for SD + DS Phone System Recording Upgrade Activated Pilot Trial of Score Card with Ticket Review Pilot Trial of Score Card with Phone Review Initiate Grading System Research Gamification Options Start Gamification Research Grading Score Card Define Grading Template P1-P2 Cleanup of Queue P3-P4 Cleanup of Queue Cleanup Completed Create “Follow Up” Process CSI P1-P2 SLA Resolution/Br each Reports P3-P4 SLA Resolution/ Breach Reports Cleanup Completed Network Training CSI P1-P4 SLA Resolution/Br each Reports P1-P4 Cleanup of Queue Review Redefine SLA for Break/Fix + Connects CSI – Review All Surveys to Date Verify New Survey with Pilot Group Diagnose Enhance Survey Launch Survey Implement New Survey Ticket Processing Review Solidify SLAs Build Metrics to Monitor SLAs Revise SLAs Plan – Identify + Define Services Revise Queue Mgmt. Process Hire Team Leads Incident Monitoring/Com plete Escalation Define 1 st + 2 nd Level Support Finalize Training Plan/Launch Incident Mgmt. Reporting CSI Real-time Updates for Tickets – Tools Provided Escalation Path