Date post: | 20-Oct-2014 |
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© The Coal Authority
Tuesday, 27 May 2014
Craig Jeacock
Solid Metrics for The Coal Authority
This presentation was produced bythe Coal Authority.
© The Coal Authority
Background: The Coal Authority• Coal Authority established in 1994• Remit – Owner of Coal and former mines of coal
• License operators• Manage liabilities• Subsidence damage• 24hr emergency callout• Mine Water, Tips, Gas• Mining information
• Sponsored by DECC
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• Aim is to be a worldleader in resolving theimpacts of mining
© The Coal Authority
The Coal mining legacy• 7 million properties (25% of all) lie
within coalfields• 130,000 properties sit within 20m of at
least one of the known mine entries• Coalfield areas span 178 local
Authorities• 1.5 million properties built on shallow
coal workings• 172,000 mine entries – including on
Schools, playing fields, public amenitysites, rail and utility infrastructure
• 250 surface hazards / year• 250 subsidence claims / year• Tips, water pollution, gas emissions,
spontaneous combustion
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CoalfieldAreas
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Coal Authority Data
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It’s real !!
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© The Coal Authority
It’s real !!
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Inspections
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We repair damaged property
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Non-Coal Activities
• Force Crag Treatment Scheme (Zinc)
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Coal Authority ICT
• ICT out-sourced for 15 years, until brought in-house in 2013 - saving over £1.2m in 2013/14
• Shared Service Desk Provision• Facilities Management / Project Office / Security• HR next?
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• TOPdesk• Selected November
2012• Consultancy time in
Dec / Jan 2013• Live in February 2013
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Wall Display Dashboard (ICT)
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Service Desk Dashboard (ICT)
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SLA / OLA Performance (ICT)
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Incidents Trend (ICT)
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r2.2
r2.3
r3.0.3
r3.0.2
r3.0.4
r3.0.1
r3.0
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Change Management Trend (ICT)
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Time Spent on Incident / Change (ICT)
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Key Services Availability (Business)
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Change Management (Business)
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Web Stats (Business)
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Quarterly Service Reviews (Customer)
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© The Coal Authority
Reports…reports…reports!
• Others• User (Self-Service Desk)
• Own / departments open tickets• Breached
What else would we like?• KPI for current number of open incidents??• Automated availability
• Change reports by Type / Category27 May 2014 21
© The Coal Authority
Don’t Forget…
• The report is only useful if the data isconsistent
• Include relevant information and present inan appropriate way
• Only use the report if it provides a benefit!
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© The Coal Authority27 May 2014 23
End of Presentation
Any Questions?