Service Desk Statistics for TPP's SystmOne

The request was successful.

Dear Derby City Primary Care Trust (PCT),

Please provide me with statistical data from your Local Service Desk from 01/04/2010 to 31/03/2011 for calls pertaining to TPP's SystmOne application.

Please provide the following information if available:

- Total Number of SystmOne support calls received during period stated above.

- Average calls received during period above, broken down by hour in a 24 hours time scale. i.e. between 14.00-14:59 = average 25 calls.

- Average calls received during period above, broken down by month i.e. May 2010 = 203 calls.

- Number of calls received from each Service speciality i.e. GP Practice = 1021, District Nursing Service = 2032, Health Visitng Service = 210 etc.

- Average call duration over the period stated above.

- Reason for the telephone call.

- Whether the call was resolved locally or escalated through to SystmOne TPP support.

- Average time from call logged to resolution over the period above.

Yours faithfully,

Mrs McMallan

Templeton Julia (5N7) Derby City PCT, Derby City Primary Care Trust (PCT)

Dear Mrs McMallan,

Thank you for your recent FOI request concerning our Local Service Desk.

Please regard this email as official receipt and acknowledgement of your
request.

We will process your request under the terms of the FOI Act and provide a
response within 20 working days.

If in the meantime you wish to change or modify your request, please do
not hesitate to contact me.

Yours sincerely,

Julia Templeton

Julia Templeton | Development Administrator

| Engagement Directorate | NHS Derby City, Cardinal Square, 10 Nottingham
Road, Derby DE1 3QT

' 01332 868907

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information about health in Derby

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Mrs McMallan left an annotation ()

Thank you for the notification of receipt.

I look forward to hearing from you soon.
Kind Regards
Mrs McMallan

Blurton Lynn (5N7) Derby City PCT, Derby City Primary Care Trust (PCT)

2 Attachments

Dear Mrs McMallan

Please find attached our response to your recent FOI request.

Request

Lynn Blurton

Information Governance and Access Officer

NHS Derby City

DISCLAIMER - This email and any file transmitted with it are confidential
and intended solely for the use of the individual or entity to whom they
are addressed. Any views or opinions expressed are those of the author
and do not represent the views of Derby City PCT, unless otherwise
explicitly stated. The information contained in this email may be subject
to public disclosure under the Freedom of Information Act 2000. Unless the
information is legally exempt from disclosure, the confidentiality of this
email cannot be guaranteed.

Derby City PCT is an NHS Organisation.

Dear Blurton Lynn (5N7) Derby City PCT,

Thank you for the detailed information you have sent.

Yours sincerely,

Mrs McMallan