© The Coal Authority Tuesday, 27 May 2014 Craig Jeacock Solid Metrics for The Coal Authority This presentation was produced by the Coal Authority.
Solid metrics for the Coal Authority - SITS - 2014
Oct 20, 2014
The Coal Authority presents how to effectively mine and polish TOPdesk KPIs, reports and dashboards.
Craig Jeacock, ICT Senior Service Manager & Architect, examines the decision making process behind analysing data generated by the service desk. Includes hints, tips and tricks, industry trends and practical examples.
Craig Jeacock, ICT Senior Service Manager & Architect, examines the decision making process behind analysing data generated by the service desk. Includes hints, tips and tricks, industry trends and practical examples.
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© The Coal Authority
Tuesday, 27 May 2014
Craig Jeacock
Solid Metrics for The Coal Authority
This presentation was produced bythe Coal Authority.
© The Coal Authority
Background: The Coal Authority• Coal Authority established in 1994• Remit – Owner of Coal and former mines of coal
• License operators• Manage liabilities• Subsidence damage• 24hr emergency callout• Mine Water, Tips, Gas• Mining information
• Sponsored by DECC
27 May 2014 2
• Aim is to be a worldleader in resolving theimpacts of mining
© The Coal Authority
The Coal mining legacy• 7 million properties (25% of all) lie
within coalfields• 130,000 properties sit within 20m of at
least one of the known mine entries• Coalfield areas span 178 local
Authorities• 1.5 million properties built on shallow
coal workings• 172,000 mine entries – including on
Schools, playing fields, public amenitysites, rail and utility infrastructure
• 250 surface hazards / year• 250 subsidence claims / year• Tips, water pollution, gas emissions,
spontaneous combustion
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CoalfieldAreas
© The Coal Authority
Coal Authority Data
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© The Coal Authority
It’s real !!
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© The Coal Authority
It’s real !!
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© The Coal Authority
Inspections
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© The Coal Authority
We repair damaged property
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© The Coal Authority
Non-Coal Activities
• Force Crag Treatment Scheme (Zinc)
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© The Coal Authority
Coal Authority ICT
• ICT out-sourced for 15 years, until brought in-house in 2013 - saving over £1.2m in 2013/14
• Shared Service Desk Provision• Facilities Management / Project Office / Security• HR next?
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• TOPdesk• Selected November
2012• Consultancy time in
Dec / Jan 2013• Live in February 2013
© The Coal Authority
Wall Display Dashboard (ICT)
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© The Coal Authority
Service Desk Dashboard (ICT)
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© The Coal Authority
SLA / OLA Performance (ICT)
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© The Coal Authority
Incidents Trend (ICT)
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r2.2
r2.3
r3.0.3
r3.0.2
r3.0.4
r3.0.1
r3.0
© The Coal Authority
Change Management Trend (ICT)
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© The Coal Authority
Time Spent on Incident / Change (ICT)
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© The Coal Authority
Key Services Availability (Business)
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© The Coal Authority
Change Management (Business)
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© The Coal Authority
Web Stats (Business)
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© The Coal Authority
Quarterly Service Reviews (Customer)
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© The Coal Authority
Reports…reports…reports!
• Others• User (Self-Service Desk)
• Own / departments open tickets• Breached
What else would we like?• KPI for current number of open incidents??• Automated availability
• Change reports by Type / Category27 May 2014 21
© The Coal Authority
Don’t Forget…
• The report is only useful if the data isconsistent
• Include relevant information and present inan appropriate way
• Only use the report if it provides a benefit!
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© The Coal Authority27 May 2014 23
End of Presentation
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