Filetype Excel XLS | Posted on 10 Aug 2022 | 3 years ago
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145x Filetype XLS File size 0.07 MB Source: publicservice.vermont.gov
Sheet 1: Report Example Jan 2011
| EXAMPLE OF JANUARY 2000 REPORT FOR LAST CALENDAR QUARTER 1999 | |||||||||||
| VERMONT SERVICE QUALITY PERFORMANCE INDEX | |||||||||||
| Report Period: Oct-Dec 2011 | Reporting company: Great Service Inc. | ||||||||||
| Performance area | Month 1 10/11 | Month 2 11/11 | Month 3 12/11 | Current Quarter | Prior Quarter | 2nd Quarter Prior | 3rd Quarter Prior | Annual Rolling Average | Baseline | Action Level | |
| 1 | Network Trouble Report Rate | ||||||||||
| A: # Troubles | 2,002 | 1,872 | 1,980 | 5,854 | 2,200 | 8,054 | |||||
| B: # Lines | 48,386 | 48,399 | 48,399 | 145,184 | 96,735 | 241,919 | |||||
| C: (A/B) X 100 | 4.1 | 3.9 | 4.1 | 4.0 | 2.3 | #DIV/0! | #DIV/0! | 3.3 | 4.0 | 6.0 | |
| 2 | Troubles Cleared w/in 24 Hrs: Residential | ||||||||||
| A: # Residential Troubles Cleared w/in 24 Hrs. | 1,112 | 1,099 | 1,086 | 3,297 | 1,005 | 4,302 | |||||
| B: Total # Residential Troubles | 1,500 | 1,372 | 1,523 | 4,395 | 1,728 | 6,123 | |||||
| C: (A/B) | 74% | 80% | 71% | 75% | 58% | #DIV/0! | #DIV/0! | 70% | 70% | 60% | |
| 2 | Troubles Cleared w/in 24 Hrs: Business | ||||||||||
| A: # Business Troubles Cleared w/in 24 Hrs. | 680 | 622 | 650 | 1,952 | 290 | 2,242 | |||||
| B: Total # Business Troubles | 890 | 773 | 894 | 2,557 | 472 | 3,029 | |||||
| C: (A/B) | 76% | 80% | 73% | 76% | 61% | #DIV/0! | #DIV/0! | 74% | 70% | 60% | |
| 2 | Troubles Cleared w/in 24 Hrs.: Total | ||||||||||
| A: Total # Troubles Cleared w/in 24 Hrs. | 1,792 | 1,721 | 1,736 | 5,249 | 1,295 | - | - | 6,544 | |||
| B: Total # Troubles | 2,390 | 2,145 | 2,417 | 6,952 | 2,200 | - | - | 9,152 | |||
| C: (A/B) | 75% | 80% | 72% | 76% | 59% | #DIV/0! | #DIV/0! | 72% | 60% | 50% | |
| 3 | Calls Answered w/in 20 Seconds, Residence | ||||||||||
| A: # calls answered w/in 20 seconds | 18,555 | 16,524 | 18,000 | 53,079 | 38,560 | 91,639 | |||||
| B: Total # calls answered | 22,084 | 24,996 | 21,580 | 68,660 | 47,778 | 116,438 | |||||
| C: (A/B) | 84% | 66% | 83% | 77% | 81% | #DIV/0! | #DIV/0! | 79% | 75% | 60% | |
| 4 | Installation appointments met - Residence | ||||||||||
| A: # installation appointments met (res.) | 132 | 49 | 63 | 244 | 308 | 552 | |||||
| B: Total # installation appointments (res.) | 150 | 52 | 64 | 266 | 347 | 613 | |||||
| C: (A/B) | 88% | 94% | 98% | 92% | 89% | #DIV/0! | #DIV/0! | 90% | 90% | 75% | |
| 5 | Installation appointments met - Business | ||||||||||
| A: # installation appointments met (bus.) | 11 | 11 | 12 | 34 | 47 | 81 | |||||
| B: Total # installation appointments (bus.) | 12 | 12 | 13 | 37 | 51 | 88 | |||||
| C: (A/B) | 92% | 92% | 92% | 92% | 92% | #DIV/0! | #DIV/0! | 92% | 90% | 75% | |
| 6 | Average delay days for missed appts. - Residence | ||||||||||
| A: Total # delay days (res.) | 175 | 33 | 16 | 224 | 224 | ||||||
| B: Total # missed appointments (res.) | 18 | 3 | 1 | 22 | 22 | ||||||
| C: (A/B) | 10 | 11 | 16 | 10 | #DIV/0! | #DIV/0! | #DIV/0! | 10 | 10 | 15 | |
| 7 | Average delay days for missed appts. - Business | ||||||||||
| A: Total # delay days (bus.) | - | - | |||||||||
| B: Total # missed appointments (bus.) | - | - | |||||||||
| C: (A/B) | #DIV/0! | #DIV/0! | #DIV/0! | #DIV/0! | #DIV/0! | #DIV/0! | #DIV/0! | #DIV/0! | 10 | 15 | |
| 8 | Network reliability | ||||||||||
| (1) Service outage: # of events | 1 | 1 | 1 | N/A | N/A | ||||||
| (2) Interoffice facility failure: # of events | 0 | 1 | 0 | N/A | N/A | ||||||
| (3) Signaling system failure: # of events | 0 | 0 | 0 | N/A | N/A | ||||||
| 9 | Special services: On-time provisioning | ||||||||||
| A: # on-time dated special service orders | |||||||||||
| B: Total dated special service orders | |||||||||||
| C: (A/B) | #DIV/0! | N/A | N/A | ||||||||
| 9 | Special services: Mean time to repair | ||||||||||
| A: Mean time to restore service | N/A | N/A | |||||||||
| Please explain the reason any performance area has been left blank: | |||||||||||
| #7: Not subject because #5 was met in prior quarter. | |||||||||||
| #9: Reported annually in October. | |||||||||||
| Person filling out this form: Deena Frankel | |||||||||||
| Phone: 802-828-4021 | |||||||||||
| Fax: 802-828-2342 | |||||||||||
| E-mail: frankel@psd.state.vt.us | |||||||||||
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