NLA eClips Performance - Q1 2008

The eClips Service Performance report for March is now available for review here or by going to the documentation section of this site. March was another fantastic month in terms of performance of the eClips service. All delivery KPIs were exceeded and content completeness met the required standard. March's performance completes an excellent first quarter for eClips. 

The only area for improvement remains content quality (measured at 97.3% in March). Now that the migration of all production to the NLA's production partner in India is complete, an increased focus on quality is now underway. The NLA and Ninestars are working closely together to ensure this aspect of the eClips service improves immediately. Invaluable information regarding content quality has been provided by a handful of the eClips clients so far in 2008 and the NLA hopes to continue to receive this feedback from all clients. Specific examples and details provided by PCAs and their clients is imperative to analysing content quality across the service and enables the NLA to ensure consistent improvement occurs.

An update to the eClips client escalation process has been recently made to make it easier for clients to notify the NLA about missing content in particular. Email can now be sent directly to the alias missingcontent@nla.co.uk when a PCA believes valid content is missing from the eClips service. Upon receiving missing content requests, Ninestars will review the request and process the content as quickly as possible. Before escalating missing content, it is important for clients to first check the unavailable pages report found here: http://nla-eclips.com/clients/shownotification.asp to ensure the content in question has been delivered to the NLA by the publisher. 

Note: Clients should be aware that this updated process for dealing with missing content is not mandatory.  However, it is the intention of the NLA to always improve service quality and without this important information improvements will be more challenging.  

For more details regarding this process, the updated client escalation process can be found in the documentation section of this site, or by clicking here.

Once again, the NLA appreciates your business and hopes that you and your customers are happy with the eClips service. If you have any specific feedback or questions, please contact your account manager or me directly.

Kind regards,

matt groshong | operations director | newspaper licensing agency | times square 160 queen victoria street london ec4v 4bf
direct line 0207 332 6041 | switchboard 0207 332 6036 | fax 0870 333 7131