how judson isd implemented and tracks it metrics & key performance indicators
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How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators Texas K-12 CTO Clinic, Austin TX June 19th & 20th, 2013 Steve Young CTO, Judson ISD
Key Definitions Metric
Definition: a standard of measurement Examples
Bandwidth available Bandwidth utilized IT cost per student
Key Performance Indicator (KPI) Definition: A set of quantifiable measures that a company or
industry uses to gauge or compare performance in terms of meeting their strategic and operational goals. KPIs vary between companies and industries, depending on their priorities or performance criteria. Also referred to as "key success indicators (KSI)".
KPIs may be different in every organization – and organizational KPIs may be different than department KPIs
Issues at JISD (and many IT departments) • Many IT staff were not aware of data around areas they
supported • If asked, they could not always elaborate on how their
area looked • This means they often could not identify, trends, issues, or
problems • Sometimes data in someone’s silo is useful to other
personnel • Need for increased focus on interacting with users and
measuring the quality of this service • Primarily centered on our help desk
Examples Before KPI…. Q: How many guests are we seeing on the wireless networks
at the high schools? A: I don’t know – we can’t identify this easily Q: What is the trend in our help desk tickets and our ability
to service help desk tickets? A: There are a lot open……
Goals Create an easy to understand visual
representation of metrics and KPIs Make it very simple for staff to update
data from their silos Integrate/automate data analysis from
a few key systems Share this data publicly to let staff (IT & others) know this
is important and to help drive data understanding and improvement
Not to make IT staff mini data clerks and not to turn them into data analysts
Help spark an interest in the data and start conversations about it
What We Did We developed a ColdFusion web application that allows
employees to quickly enter in metrics from their silo Data is displayed in a rotating slide format on web page Most data is historically displayed for identifying trends or
patterns IT staff can pull this up on their desktop at any time But the main way to increase visibility was to place the
rotating slide display on a large digital sign in a public area of our IT department Staff see it several times a day Customers see it when they visit Vendors and suppliers see it
Key IT staff brainstormed metrics that were considered for tracking
Example Screen
Example Screen
Customer Focus KPIs Current KPIs For Customer Focus (from 1 to 5, 1 low)
Target Data Source Person or Auto
Where to Check What are we looking for?
Responsible Parties
Staff Courtesy & Professionalism
4.50 (90%) Auto Help Desk Stats App
Happy Customers, trends
Tech Staff
Staff Understanding of Problem
4.50 (90%) Auto Help Desk Stats App
Happy Customers, trends
Tech Staff
Customer Rating of Response Time
4.50 (90%) Auto Help Desk Stats App
Happy Customers, trends
Tech Staff
Customer Rating of Technician Quality
4.50 (90%) Auto Help Desk Stats App
Happy Customers, trends
Tech Staff
Customer Overall Experience
4.50 (90%) Auto Help Desk Stats App
Happy Customers, trends
Tech Staff
Current Process & System Effectiveness Metrics/KPIs Cycle Time Avg for All Tickets (Weekly)
24 hours
Auto Eduphoria MySQL Shortest cycle time possible Tech Staff
# Tickets Opened (Weekly)
Dir Desktop Eduphoria MySQL Closed to be higher than open, trending up of open tickets / compare to cycle time
Tech Staff
# Tickets Closed (Weekly)
Dir Desktop Eduphoria MySQL Closed to be higher than open, trending up of open tickets / compare to cycle time
Tech Staff
SMTP Server (Monthly) availability
99% Auto Binary Canary API Uptime, service problems Sen Sys Admin
MyJISD Portal (Monthly) Availability
99% Auto Binary Canary API Uptime, service problems Webmaster
Citrix (Monthly) Availability
99% Auto Binary Canary API Uptime, service problems Dsk Svcs Lead
Daily Peak Bandwidth Usage, Daily Avg Peak
<280 Sys Admin LightSpeed Available bandwidth, peaks Dir Network
# of Unplanned Network Outages Per Week
# Help Desk Log issues in Tech Priv Wiki
Recurring & Preventable Issues Dir Network
# of Unplanned App/Server Outages Per Week
# Help Desk Log issues in Tech Priv Wiki
Recurring & Preventable Issues Dir Network
Current Process & System Effectiveness Metrics/KPIs All Scheduled Backups Run Successfully in (WEEKLY)
100% Net Admin HP Data Protect/Unitrends
100% Success Dir Network
% Of Systems with latest A/V Signatures
50% Dsk Svcs Lead Sunbelt VIPRE Console
Too low means machines unprotected
Dir Desktop
# Infected Computers (WEEKLY)
# Dsk Svcs Lead Sunbelt VIPRE Console
Trends indicating infection issues
Dir Desktop
SSRPM Weekly Efficiency (SSRPM Resets / ( SSRPM resets + help desk resets) ) X 100
100 is high - Target 75% (.75) – convert to Percent
Net Admin SSRPM self-reset report and Eduphoria tickets for AD password resets
We want user being able to reset their own passwords – 75% indicates they are doing so. This means less down time and help desk calls.
Dir Desktop, Tech Staff
PEIMS Data Score % Student Data Correct (Certify) (Nightly)
95% Dir Data Svcs Email / Certica Site Low #’s indicate data clerk errors
PEIMS Staff
PEIMS Discipline % Correct (Certify) (Nightly)
90% Dir Data Svcs Email / Certica Site Low #’s Could Indicate Data Clerk Errors or AP errors
Campus Admins
% Cameras Security Cameras Operational (Daily)
100% Spec Sys Admin VideoInsight Software
High % up – spot issues with systems or DVRs
Dir Network
Judson ISD Connect Application Installs
Programmer Conduit Mobile Increased app installs Dev Svcs Team
% of Traditional Campuses Making >1 Outreach Call Per Month
CTO Blackboard Connect Campus to home communication by all traditional campuses
Principals/Asst Supt
% Of Students Being Tracked in Parent Center
Auto SQL Cluster / ParentCenter
Increased access through the year Principals/Asst Supt
# Guests per SSID level (weekly)
Engineer Cisco Prime To measure BYOD adoption – look for increasing – low may indicate technical or admin problem
Dir Network / Principals
# Web Site Visits Webmaster Google Analyt API Look at traffic volume and how servers are handling
Webmaster
# Intranet Visits Webmaster Google Analyt API Look at traffic volume and how servers are handling. Looking to increase visits by staff month over month
Webmaster
eForms Campus Forms Usage & Savings
Auto Eduphoria MySQL Look to see campuses lagging in adoption. Looking for 4 digit form usage per month and for large savings $$
App Coordinator, Principals
Dept sponsored eForms Forms Usage & Savings
Auto Eduphoria MySQL Looking for >1000 forms a month and for large savings $$
App Coordinator, Principals
SPAM Percentage (weekly) Sys Admin Lightspeed Looking to gauge Spam load on servers
Sys Admin
Incoming email (WEEKLY) Sen Sys Admin Exchange Should see normal load week to week. Drop may indicate system or config issue
Sen Sys Admin
Current Process & System Effectiveness Metrics/KPIs
Demo http://www.judsonisd.org/apps/kpi/index.cfm
Impact So Far • There is more awareness about
data • Staff can better verbalize their
numbers • There is more cross function awareness • Increased focus on customer service
• There has been a small increase in this number through the year • Worst ratings are on cycle time
• Good discussions have occurred in front of our “water cooler” KPI sign
• Shows customers we care about data about hopefully shows we care about them
Possible Future Changes • More automated data pulls • More district strategic KPIs • Ability for other departments to track and monitor
metrics important to them • GUI front end for setting up new metrics
Help Desk Phone Calls # Successful Help Desk % Calls Failed
Judson ISD Connect Application Page Views SQL Cluster (TIME FRAME) Availability
Annual IT Staff Retention Rate eSchoolPlus (TIME FRAME) Availability IT Cost Per Student (Annual) / Per Staff FinancePlus (TIME FRAME) Availability
% of Campuses w/ >0 News & Events on Internet
Eduphoria! (TIME FRAME) Availability
Schoolworld website % by campus Phone System (TIME FRAME) Availability
MyJISD daily logins - student and teacher UMRA Student & Employee AD Account Automation %
Lync Chat Volume % of Campus Uptime (just record down time and calc) per campus
Lync Meeting Volume
Possible Future Metrics/KPIs
Other Data – External Benchmarks • Data to compare IT to other districts can be difficult to
obtain • Often it is limited to older PEIMS data • Several Texas and Colorado districts participated in a
comparative benchmarking program from www.Benchmark4Excellence.org
• It is an annual offering with a deep set of data to help see how your organization compares to peers.
• Rather than internal metrics – this focuses on Benchmarks to compare your organization with others around key data elements
• Contact Rick Imig – 281-910-0113, Rick@Benchmark4Excellence.org
How External Benchmarking Helps • The study let me know if an area is on target or way off
the mark compared to peers: • Studies key IT salaries • Studies staff allocation to key IT areas • Much of the data is normalized for cost of living and normalized
across 25,000 students
• The study also compares self assessments on how districts are making progress in key areas in curriculum, maintenance, transportation and other areas: • These are great discussion starters to share with other district
leaders.
Discussion & Closing • Is this really useful? • How would you share this with customers?
• Should or would they care?
• How could this be made better? • What are some things that we should and can measure? • What would be awesome to measure? • How should this be shared with senior leadership?
• Do they care about this data?
• Contact: Steve Young • syoung@judsonisd.org
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