kahootz user group, london 2013 - introduction

www.kahootz.com

Kahootz / INOVEM Collaborate User Group

London, 1st November 2013@Kahootz #KahootzLive2013

WiFi: Intellect password: RussInt729123

kahootz.comwww.kahootz.com 2 @Kahootz

Agenda

• Introduction & company update

• User presentations– James Mackenzie, Havant

Borough Council– Will Moore, Crossrail

• New release preview

Lunch

• Product Masterclass• User presentations

– James Kavanagh, RICS– Ben Aung, Cabinet Office

Tea/Coffee

• Product roadmap– Our thoughts– Your ideas

Retire to the Pub!

www.kahootz.com 3 @Kahootz

Recent achievements

• The arrival of G-Cloud in 2012– The first point of call for procuring all public sector cloud

services– Short-term pay-as-you-go contracts to be the norm– New ‘equal’ opportunities for SMEs

• Self-service on-boarding of INOVEM Collaborate – Developed and launched Kahootz.com– Introduced 30-day Free Trial

• Hosting– Moved to a government accredited data centre (Memset)

• ISO 27001 certification and IL2 pan-government security accreditation– Achieved only 1 month after Microsoft!– OFFICIAL & PSN accreditation to follow


A growing user base, via the G-Cloud

• Cabinet Office– Major Projects Authority– New Classification Scheme– Shared Services team

• Ministry of Justice– HM Prison Service– Legal Aid Agency– Common Platform

• Devon County Council• Havant Borough Council

• Parliament• NHS Central Southern• London Cancer Alliance• Invest Northern Ireland• Derry City Council• Department of

Education• Job Centre Plus (DWP)• HS2• + many G-Cloud starters


Mentioned by the Minister

“There are other positive examples - SME software provider Kahootz now sees around 80% of its public sector business coming through G-Cloud – and the company is now looking to take on new staff and export to overseas markets.” The Rt Hon Francis Maude MP

Procurement Briefing 2013 - ‘Transforming Technology Procurement through SMEs’


Useful resources and guides – via Kahootz.com

• Transforming Stakeholder Engagement– Requirement to involve more people in

shaping policies and designing new services

– Need to find most economic way of engaging and working with an increasing number of stakeholders


Thank you for your kind (anonymous) words!

“Customer service as it should be. Great products delivered and supported by a great team.”

“We have found the quality of support from INOVEM to be exceptional.”

“Extremely easy system to use, with outstanding support from the team at INOVEM. Always willing to assist with developing and improving the software to meet your individual business requirements and needs.”

“We often joke in the team that when we send a request, a response that takes more than 20 minutes from INOVEM is disappointing by their standards!”


New online Help Desk – SLA performance stats

• Ticket Feedback – “was that helpful?”– 93% positive– 6% neutral– 1% negative

• 40% of tickets end with a customer “thank you!”

Messages to resolve issue

Number of tickets

%age of total

1 410 55%

2 174 23%

3 77 10%

4 40 5%

5 24 3%

6 12 2%

7 4 1%

8 3 0%

9 2 0%

>= 10 2 0%

1 - Urgent 2 – Serious problem

3 - Problem 4 – Minor problem

5 – Information request

6 – Enhancement request

Average time to resolve

Target 8 hrs 16 hrs 16 hrs 40 hrs 40 hrs 40 hrs

Actual 1 hr 44 min 0 hr 58 min 2 hr 25 min 8 hr 38 min 4 hr 0 min 16 hr 43 min

Beaten by 78% 94% 85% 78% 90% 58%

Average time to our first response

Target 8 hrs 8 hrs

Actual 0 hr 7 min 0hr 32 min 0 hr 30 min 1 hr 20 min 1 hr 22 min 3 hr 52 min

Beaten by 98% 93%

We’ve never failed a support SLA – ever!


http://stats.pingdom.com/3as4us3d6yr7


We can’t stop there!

• We may never meet users. So our service offering must:– be even easier to use– be compelling– continue to be robust & well supported– be easy to license, pay for and manage– provide excellent value for money– and ideally, sell itself!

www.kahootz.com

Ben AungGovernment Security Secretariat

Cabinet Office

kahootz user group, london 2013 - introduction

Technology

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