Web Publishing Service Level Targets & Metrics
The Web Publishing Service is currently gathering monthly and annual metrics on the following:
| 1 | Performance |
Availability of the website, based on the time to load a webpage from on and off campus Activity on the web site, hits, edits and number of editors using the website |
| 2 | Support | Volume of support calls and the % of calls dealt with in the agreed target times |
| 3 | Training | The satisfaction rankings score given by attendees of our training courses |
| 4 | Web Design & Usability | The satisfaction rankings score given by users of this service |
April 2012 Monthly Metrics Report
Summary
The number of support calls this month is lower than usual because of the easter break. Whilst conversions to the new ID6 look and feel are ongoing there will be no web design evaluation surveys completed on normal projects. 608 websites have now been converted to ID6, including the majority of departmental websites.
1. Performance this month
| Performance | What we measured |
Actual Figure | Service Level Target % | Target Achieved |  |
|---|---|---|---|---|---|
| Availability | % | % | |||
| On campus web page requests returned <= 3 secs | 99.99 |
99.9 | Yes | This Year | |
| Off campus web page requests | 99.98 | No target | N/A | This Year | |
| Websignon userlookup request <= 5 seconds | 100 |
99.5 | Yes | This Year | |
| Activity | |||||
| Page views | 21,810,704 | No target | N/A |
This Year | |
| Page edits | 170,000 | No target | N/A | This Year | |
| Number of editors | 2,200 | No target | N/A | This Year |
2. Support this month
| Support | What we measured |
Actual Figure | Service Level Target % | Target Achieved | |
|---|---|---|---|---|---|
| 84 Calls | Incidents (10), non-standard(1), service(83), complaint(0), compliment(0) & feature requests (0) |
97% | 95 | Yes | This Year |
| P1 Incidents | Priority 1 Critical incidents with a 4 hour response time (0) |
100% | 95 | Yes | |
| P2 Incidents | Priority 2 High priority incidents with an 8 hour response time (0) |
100% |
95 | Yes |
3. Training this month
| Training | Satisfaction ranking |
Actual Figure % | Service Level Target % | Target Achieved | |
|---|---|---|---|---|---|
| N/A |
People who rated this service as good or very good |
93% |
90 | Yes | This Year |
4. Web design and review consultancy this month
No projects completed this month.
| Web Design | Satisfaction ranking |
Actual Figure % | Service Level Target % | Target Achieved | |
|---|---|---|---|---|---|
| N/A |
People who rated this service as good or excellent |
N/A |
90 | Yes | This Year |
