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Improve service help centre

Our modules

Find out more about each of our modules, and see exactly how much you can gain from them.

Delivery module Delivery module

The Improve Delivery module provides insight into the relative size of your ICT service, and how you develop your staff. It helps to identify if you are investing in the correct end-user devices; if you have the correct level of staffing and whether you are adopting the best policies to assist those staff. To take part in the service, each participating organisation must provide a count of staff, devices and end-users and state your approach to staff training and wellbeing.

Cost module Cost module

The Improve Cost module examines the cost efficiency of your ICT service. By comparing your organisation with others, you can identify areas for cost reduction and those that require additional investment. As well as measuring the overall cost, it monitors device, support and network costs. You need to provide details, such as number of users, devices and staff, and additional data.

Performance module Performance module

The Improve Performance module looks at the relative performance of your ICT service. It shows how your project performance, key systems availability and incident resolution rate compare to similar organisations. As with all modules, you’ll be asked a series of questions to ensure greater precision.

User Satisfaction module User Satisfaction module

Our user satisfaction surveys collect data from potentially thousands of your users and the Power BI report contains several features not found in our other modules.

These surveys allow organisations to understand how their users feel about the ICT they receive. In addition to the overall satisfaction of the service, users are also asked to rate 35 aspects of the service, including:

  • Communication channels and customer service skills
  • The technical competency of support staff, including diagnosis and ability to fix
  • Reliability of systems
  • Support given to deliver services and work flexibly
  • Fitness for purpose of hardware and software systems

The analysis allows participating organisations to see where they should target improvement. To support analysis, results can be viewed in the context of other organisations or internally by role, location, department, mode of working or device type.

To participate in this service, you only need to provide a list of email addresses for each user, along with their segmentation choices (i.e. which roles, departments and locations you wish to use for analysis).

User Skills module User Skills module

The User Skills module allows you to determine which ICT tasks you users are confident in undertaking.  This will help you to decide what can be expected of them with regard to self-service operations, while also identifying areas where additional training would be beneficial.

To participate in this service, you only need to provide an email address for each user, along with segmentation choices (i.e. which roles, departments and locations you wish to use for analysis).

Let’s chat!

If you are ready to start your benchmarking journey, talk to us. We can discuss all details and get you set up and ready to go.

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