Key Performance Indicators

Key Performance Indicators are published to demonstrate our compliance with our service level agreements

Previous Years KPI's

Visitors to the Information Centre

We are open from 8.30am to 5.30pm Monday to Friday but not on Public and Bank Holidays.

Month
Visitors
January 2016
4,898
February 2016
4,390
March 2016
3,870
April 2016
3,953
May 2016
3,397

 

Unicards

We provide new and replacement Unicards to students within 2 working days of request.

Month
New Unicards Produced
Replacement Cards Produced
Total number of student cards produced
Staff Cards Produced
Total number of cards produced
% Completed within SLA
January 2016
405
265
670
246
916
100%
February 2016
88
154
242
153
395
100%
March 2016
106
101
207
145
352
100%
April 2016
195
146
341
168
509
100%
May 2016
83
176
259
146
405
100%

Emails

We aim to answer all emails to info-centre@york.ac.uk within 2 working days

Month
Emails Received
Average time to answer
% Completed within SLA
January 2016
831
1 day
100%
February 2016
1,041
1 day
100%
March 2016
649
1 day
100%
April 2016
764
1 day
100%
May 2016
751
1 day
100%

Telephone Calls (Including Switchboard)

We aim to answer 85% of telephone calls within 15 seconds

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Month
Total telephone calls
Average time taken
% Completed within SLA
January 2016
1,033
3 secs
94%
February 2016
995
4 secs
94%
March 2016
1,069
3 secs
95%
April 2016
915
3 secs
93%
May 2016
TBC
secs
%

Social Events

We aim to reply with confirmation / refusal to social event booking requests within five working days

Month
Social Events Booked
Average Time Taken
Completed within SLA
January 2016
136
2 days
100%
February 2016
244
2 days
100%
March 2016
53
1 day
100%
April 2016
121
1 day
100%
May 2016
111
2 days
100%

Sale of Bus Tickets

We sell discounted bus tickets to York Students in Schools (YSIS)

Month
YSIS tickets sold Staff tickets sold
Total Value
January 2016
299
3
£568
February 2016
43
16
£182
March 2016
0*
5
£120
April 2016
4
£144
May 2016
5
£153

* From 1 March 2016, YSIS tickets purchased from Careers Service and not the Information Centre.

If you have any feedback on these indicators please email info-centre@york.ac.uk