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									                                                                                   OSC ERP
                                                                                MONTHLY METRICS

                                                                                   0809             0809                      0910         0910       ^ Curr vs Prior Mo
                                      Metric1                          Jun-09                                     Jul-09
                   (Move Cursor Over Cell For Explanation of Metric)
                                                                                   YTD               YTD                      YTD           YTD          Amt        %
                                                                                   Total           Average                    Total       Ayerage
               1 Number of Employees Paid Via OSC ERP                    96,987    291,128               97,043     96,293    96,293        96,293         (694)     -0.72%
               2 Call Center Volume Statistics
                    2.1
                               Number of Calls                            5,387      16,674               5,558      5,197       5,197        5,197        (190)     -3.53%
                    2.2
                               Average Number of Calls/Day                  245       -                     265        236      -               236          (9)     -3.53%
                    2.3
                               Average Speed of Answer (Seconds)          18.00       -                   19.00      16.00      -             16.00          (2)    -11.11%
                    2.4
                               Maximum Wait Time (Minutes)                 20.44      -                   12.41       11.04     -             11.04       (9.40)    -45.99%
                    2.5
                               Average Call Length (Minutes)               9.46       -                    9.87       9.28      -              9.28       (0.18)     -1.90%
                    2.6
                               First Call Resolution                     54.93%       -                  52.67%     54.63%      -            54.63%      -0.30%      -0.55%
                    2.7
                               Calls Abandoned                            2.41%       -                   2.53%      2.66%      -             2.66%       0.24%      10.03%
                    2.8
                               Average Calls per Employee Served           0.06       -                    0.06       0.05      -              0.05       (0.00)     -2.83%
               3   Call Center Tickets Reported
                    3.1
                              Number of New Tickets                       8,154      25,054              8,351       7,787       7,787       7,787         (367)     -4.50%
                        3.1.a
                               Reported Source - Telephone                4,335       12,976             4,325       4,330       4,330       4,330            (5)    -0.12%
                        3.1.b
                               Reported Source - Email                    1,701         5,433            1,811       1,872       1,872       1,872          171      10.05%
                        3.1.c
                               Reported Source - Fax                      1,327         4,125            1,375         951         951         951         (376)    -28.33%
                        3.1.d
                               Reported Source - US Mail                    592         1,763              588         412         412         412         (180)    -30.41%
                        3.1.e
                               Reported Source - Other                      199           757              252         222         222         222            23     11.56%
                    3.2
                               Resolved Tickets                           8,747      26,224              8,741       7,873       7,873       7,873         (874)     -9.99%
                    3.3
                               Average Time to Resolve (Days)                4.9      -                     5.4         4.3        -            4.3         (0.6)   -12.24%
                    3.4
                               Open Tickets at Month End                  1,065       -                  1,451         998         998         998           (67)    -6.29%
               4   Call Center Agent Staff
                    4.1
                               Number Call Center Agents                   63.00      -                   63.33      63.00      -             63.00        0.00       0.00%
                    4.2
                               Average Number of Calls/Agent              85.51       -                   87.79      82.49      -             82.49       (3.02)     -3.53%
                    4.3
                               Employees Supported/Call Agent          1,539.48       -                1,532.25   1,528.47      -          1,528.47      (11.01)     -0.72%
               5   Payroll Remittances Processed
                    5.1
                               Bi Weekly                                 59,698      179,275            59,758      87,946       87,946     87,946    28,248.00      47.32%
                    5.2
                               Monthly                                   67,138      201,490            67,163      66,978       66,978     66,978      (160.00)     -0.24%
                    5.3
                                  Total Payrolls                        126,836     380,765            126,922     154,924     154,924     154,924       28,088      22.15%
                    5.4
                               Payrolls Processed Off-Cycle %            0.049%       0.150%             0.05%       0.03%        0.03%      0.03%        -0.02%    -48.50%
               6   ERP Employee Statistics
                    6.1
                               Total Number ERP Employees                126.00       -                 126.33      120.50      -           120.50        (5.50)     -4.37%
                    6.2
                               Employees Supported/ERP Employee          769.74       -                 768.16      799.11      -           799.11        29.38       3.82%
               7   Costs
                    7.1
                               Total ERP Costs                         $921,393 $2,659,050             $886,350 $1,196,291 $1,196,291 $1,196,291       $274,898      29.84%
                    7.2
                               Cost Per Employee Paid                     $9.50     $27.40                $9.13     $12.42     $12.42     $12.42          $2.92      30.77%
                    7.3
                               Cost as % of System Implementation         0.97%      2.80%                0.93%      1.26%      1.26%      1.26%          0.29%      29.84%
                    7.4
                               Call Center Costs                       $319,822  $981,614              $327,205  $347,940   $347,940   $347,940         28,119        8.79%
                    7.5
                               Call Center Costs Per Call                $59.37     $58.87               $58.87     $66.95     $66.95     $66.95          $7.58      12.77%
                    7.6
                               Call Center Costs % of Total Costs        34.71%     36.92%               36.92%     29.08%     29.08%     29.08%         -5.63%     -16.21%
               8   Training Statistics
                    8.1
                               Number of Classes Offered                    17             70               23          14           14         14           (3) -17.65%
                    8.2
                                    Benefits                                 1              3                1           1            1          1            0     0.00%
                    8.3
                                    BI                                       1             11                4           1            1          1            0     0.00%
                    8.4
                                    Org Management                           3             10                3           1            1          1           (2) -66.67%
                    8.5
                                    Personnel Administration                 5             21                7           8            8          8            3    60.00%
                    8.6
                                    Payroll                                  2              9                3         -            -          -             (2) -100.00%
                    8.7
                                    Time                                     3             10                3           1            1          1           (2) -66.67%
                    8.8
                                    Workforce                                2              6                2           2            2          2            0     0.00%
                    8.9
                               Number Trained in Classroom                  57            456              152         147          147        147           90 157.89%
                   8.10
                               Number Attending eLearning                  152            456              152          65           65         65          (87) -57.24%
               9   System Availability Statistics
                    9.1
                               ERP Up Time                               99.62%       -                  99.87%     99.60%      -            99.60%      -0.02%      -0.02%
                    9.2
                               ERP Down Time                              0.38%       -                   0.13%      0.40%      -             0.40%       0.02%       5.26%
                    9.3
                               BI Up Time                                99.62%       -                  99.87%     99.60%      -            99.60%      -0.02%      -0.02%
                    9.4
                               BI Down Time                               0.38%       -                   0.13%      0.40%      -             0.40%       0.02%       5.26%
                    9.5
                               Response Time (Seconds)                     0.70       -                    0.60       0.65      -              0.65       (0.04)     -6.46%
           1
               ERP Metric Tracking and Reporting Began April 2009


787e881b-74a6-481c-ba00-eb02ea598e6a.xls (Summary Data)                                      1 of 10                                                                  10/1/2011, 9:13 PM
                                                                                                                 OSC ERP
                                                                                                              MONTHLY METRICS
                                                                                                       Metrics Summary Data Definitions
              1
                   Number of Employees Paid Via OSC ERP = Total Number of State Employees Paid Via OSC ERP System
            2.1
                   Number of Calls = Total Number of Calls Received in The ERP Call Center During Normal Operating Hours of 8:00 AM to 5:30 PM
            2.2
                   Average Number of Calls/Day = Total Number of Calls Received in The ERP Call Center Divided By The Number of Working Days In The Month
            2.3
                   Average Speed of Answer = The Average Time in Seconds Calls Were Waiting in Queue and Ringing Before Answered by an Agent
            2.4
                   Maximum Wait Time = The Maximum Time in Minutes a Caller Waited in Queue Before Call Agent Answered or Caller Abandoned Call. The Highest Wait Time of Any one Call.
            2.5
                   Average Call Length = Average Time in Minutes Caller on The Telephone, Including Call Center Voice Greeting, Entering Employee ID Number, Waiting in Queue and Speaking With A Call Agent
            2.6
                   First Call Resolution = Percentage of Calls Resolved by a Tier 1 or Tier 2 Agent Within The First 60 Minutes
            2.7
                   Calls Abandoned = Percentage of Calls Terminated By Caller Prior To Call Center Agent Responding
            2.8
                   Average Calls Per Employee Served = Number of Calls Divided by Number of Employees Paid
            3.1
                   Number of New Tickets = Total Number of New Ticket Issues/Questions Logged
           3.1.a
                        Reported Source - Phone = Percentage of New Tickets Received via Telephone
           3.1.b
                        Reported Source - Email = Percentage of New Tickets Received via Email
           3.1.c
                        Reported Source - FAX = Percentage of New Tickets Received via FAX
           3.1.d
                        Reported Source - US Mail = Percentage of New Tickets Received via US Mail
           3.1.e
                        Reported Source - Other = Percentage of New Tickets Received via Other Than Telephone, Email, FAX or US Mail
            3.2
                   Resolved Tickets = Total Number of Ticket Issues/Questions Resolved
            3.3
                   Average Time to Resolve = Average Time in Days Required to Resolve a Ticket
            3.4
                   Open Tickets at Month End = Total Number of Tickets Open and Not Yet Resolved
            4.1
                   Number Call Center Agents = Total Number of Call Center Agent Staff
            4.2
                   Average Number of Calls /Agent = Total Number of Calls Divided by Number of Call Center Agents
            4.3
                   Employees Supported/Call Agent = Total Number of Employees Paid Divided By The Number of Call Center Agent Employees
            5.1
                   Bi Weekly = Total Number of Bi-Weekly Payrolls Processed
            5.2
                   Monthly = Total Number of Monthly Payrolls Processed
            5.3
                   Total Payrolls = Sum of Bi-Weekly and Monthly Payrolls Processed
            5.4
                   Payrolls Processed Off-Cycle % = Percentage of Special Payroll Processed Outside the Normal Bi-Weekly or Monthly Payroll Cycle
            6.1
                   Total Number ERP Employees = Total Number of ERP Employee (Includes Call Center Agents, Training, Functional, Technical and All Operational Staff)
            6.2
                   Employees Supported/ERP Employee = Total Employees Paid Divided By The Number of ERP Employees
            7.1
                   Total ERP Costs = Total Monthly ERP Operational Costs Including All Functional, Technical, Training, and Call Center Functions
            7.2
                   Monthly Cost Per Employee Paid = Total Monthly Costs Divided By Number of Employees Paid
            7.3
                   Cost as % of System Implementation = Total Monthly Costs as a Percentage of the $96M ERP Implementation Project Cost
            7.4
                   Call Center Costs = Total Monthly Call Center Operational Costs
            7.5
                   Call Center Costs Per Call = Call Center Costs Divided by Number of Calls
            7.6
                   Call Center Costs as % of Total ERP Costs = Call Center Costs Divided By Total ERP Costs
            8.1
                   Number of Classes Offered = Grand Total Number of All Classes Taught Including Both Traditional Classroom-Based and eLearning Web-Based
            8.2
                        Benefits = Number of Benefits Classes Taught
            8.3
                        BI = Number of Business Intelligence Classes Taught
            8.4
                        Org Management = Number of Org Management Classes Taught
            8.5
                        Personnel Administration = Number of Personnel Administration Classes Taught
            8.6
                        Payroll = Number of Payroll Classes Taught
            8.7
                        Workforce = Number of Workforce Classes Taught
            8.8
                        Time = Number of Time Classes Taught
            8.9
                   Number Trained In Classroom = Total Number of State Employees Attending Training Classes
           8.10
                   Number Attending eLearning = Total Number of State Employees Participating in virtual classrooms or web based trainings
            9.1
                   ERP Up Time = Percentage of Time ERP System Available During Normal Operating Hours of 7:00 AM and 7:00 PM, Excluding Scheduled Maintenance
            9.2
                   ERP Down Time = Percentage of Time ERP System Unavailable During Normal Operating Hours of 7:00 AM and 7:00 PM, Excluding Scheduled Maintenance
            9.3
                   BI Up Time = Percentage of Time BI System Available During Normal Operating Hours of 7:00 AM and 7:00 PM, Excluding Scheduled Maintenance
            9.4
                   BI Down Time = Percentage of Time BI System Unavailable During Normal Operating Hours of 7:00 AM and 7:00 PM, Excluding Scheduled Maintenance

787e881b-74a6-481c-ba00-eb02ea598e6a.xls (Definitions)                                                                            2 of 10                                                                      10/1/2011, 9:13 PM
                                                                                                      OSC ERP
                                                                                                   MONTHLY METRICS
            9.5
                  Response Time = Average Time in Seconds For System To Respond to Entry/Inquiry




787e881b-74a6-481c-ba00-eb02ea598e6a.xls (Definitions)                                                   3 of 10     10/1/2011, 9:13 PM
                    Number of Employees Paid Through OSC ERP
97,200




                                97,004
           97,137




                                                    96,987
97,000




96,800




96,600




96,400




                                                                96,293
96,200




96,000




95,800
         Apr-09               May-09              Jun-09       Jul-09
                  OSC ERP Call Center Volumes
6,200




          6,036
6,000




5,800




5,600




                                            5,387
5,400
                      5,251




                                                     5,197
5,200




5,000




4,800




4,600
        Apr-09      May-09                Jun-09    Jul-09
                  OSC ERP Call Center Tickets
9,500




9,000     9,181




                                                                 8,747
          8,585




8,500




                      8,296
                      8,315




                                                                 8,154




                                                                           7,873
8,000




                                                                          7,787
7,500




7,000
        Apr-09      May-09                                     Jun-09    Jul-09

                              New Tickets   Resolved Tickets
                      Monthly Payrolls Processed
180,000




                                                                        154,924
160,000



            127,080




                          126,849




                                                             126,836
140,000




120,000




                                                                        87,946
100,000
            67,193




                          67,159




                                                             67,138




                                                                        66,978
 80,000




 60,000
            59,887




                                                          59,698
                          59,690




 40,000




 20,000




     -
          Apr-09        May-09                           Jun-09        Jul-09

                            Bi Weekly   Monthly   Total Payrolls
                   Total ERP Cost Per Employee Paid
$14.00




                                                       $12.42
$12.00




                                              $9.50
$10.00




                          $9.03
           $8.87




 $8.00




 $6.00




 $4.00




 $2.00




 $0.00
         Apr-09         May-09              Jun-09    Jul-09
                      ERP System Availability
120.00%




            100.00%




                         100.00%




                                                                   99.62%




                                                                             99.60%
100.00%




 80.00%




 60.00%




 40.00%




 20.00%




                                                                             0.40%
                                                                   0.38%
            0.00%




                         0.00%




  0.00%
          Apr-09       May-09                                    Jun-09     Jul-09

                                   ERP Up Time   ERP Down Time
                      BI System Availability
120.00%




            100.00%




                        100.00%




                                                                99.62%




                                                                          99.60%
100.00%




 80.00%




 60.00%




 40.00%




 20.00%




                                                                          0.40%
                                                                0.38%
            0.00%




                        0.00%




  0.00%
          Apr-09      May-09                                  Jun-09     Jul-09

                                  BI Up Time   BI Down Time

								
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