Page History

SUBJECT:  CSS Q2 Report Draft

Great feedback.  I can work on the Q3 goal edits.  As for metrics, I believe Rob did the first cut on his own and he should follow up with Jozsef as to what these numbers really mean.  If we can get consensus by the end of the week, that would be perfect.

Thanks\!

On 1/18/10 5:34 PM, "Barbara J Goguen" <goguen@mit.edu> wrote:

Hi, folks.  I am finally getting around to reading through this draft thoroughly.  In general, I think it looks great\!  Thanks for all the editing and analysis that I know had to go into it to get it consolidated by service, brief enough to digest, and understandable to readers from outside CSS.

I have just a few questions:

In the Goals for Next Quarter section, there is a a bullet about responding to IT@MIT Task Force recommendations to centralize and standardize purchasing of computer hardware.  I believe this was part of Chris’ submission and I believe it relates to our pulling together material in a format developed at Sr. Staff to assist all of Sr. Staff to formulate an overall response to the task force recommendations.  This should either be broadened to include the 3 task force recommendations that CSS is working on collecting data for, or should be removed.

And I want to explore a couple of the SD metrics, such as agent availability which dropped dramatically and calls offered per day, which also looks low.  Shall I assume that Rob reviewed these already with Jozsef?

Thanks\!

Barbara



On 1/12/10 2:25 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:

Hi all,

As discussed in our meeting earlier today, we have some time to review and revise our Q2 report before submitting to Marilyn’s office.  Attached is the first draft from which to work from.  The narrative has been heavily edited to accommodate space restrictions, and the teams have been pulled out and accomplishments listed by service.  Also, new metrics are being piloted, and we will need to do some editing in either the analysis or particular metrics we report as well to reduce it to two pages.

Ideally, we would like to have your feedback by this Friday (Monday at the latest).  Please note what you think is missing in your feedback to Elaine, Rob and I - we want to make sure we are representing all the great work that is happening across CSS and IS&T.  Thanks so much

\!


--
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179[http://ist.mit.edu]

\_____________________________________________________________\_

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*Patricia Sheppard’s email to CSS HQ (dated 1/7/2010)*

*SUBJECT:**&nbsp;* *Q2 Narrative Bullets*

 

Hi all,
Below are the big bullets I would propose including in the CSS Q2 Report (remember we have limited space):
Accomplishments
* CSS      Billing Project documentation has been completed. &nbsp;For each line of      business, CSS has mapped how work is produced, how billing is actually      generated, and what records are kept where. &nbsp;The additional benefits      of this effort are that it has given CSS insight as to business owners      expectations and identified gaps. &nbsp;This information will be used to      focus future opportunities. &nbsp;
* Exchange      Migration has hit significant milestones in both outreach and transitions.      &nbsp;The IS&T Community Forum was held on 10/8/09, and meetings were      held with the Asst. Deans in November as well as Administrative Advisory      Council II and Administrative Officers in December. &nbsp;Completed      migrations included the VP of Finance, Department of Urban Studies, MIT      News Office, Chemical Engineering, Housing, Aerospace Studies, Navy/Army      ROTC, Public Service Center and MIT Campus Police.
* CSS      worked with GovConnection and Procurement to institute changes reflected      in the Microsoft Campus Agreement. &nbsp;All products under the MSCA are      now available through IS&T at no cost to the customers.

Future Milestones
* recommendations      for CSS Billing process improvements
* VIP      Exchange migrations
* Software      Portfolio 2.0 (delayed from Q2)
* implement      new MathWorks licensing model

Also, I added three milestones to our HQ roadmap we worked on yesterday (thanks Elaine\!):
* VSLS      business planning (Pat and Elaine) Jan thru April
* client      satisfaction survey improvements (Rob and Elaine)
* collaboration      with Sourcing on procurement/acquisition processes (Paul and Pat)

I realize I should have the team members report accomplishments as opposed to having my fingerprints all over them. &nbsp;We will do that going forward.
For this round, let me know if you have any feedback on our bullets by Tuesday.&nbsp; Thanks\!
\-\-
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology / 617-253-3179 / [http://ist.mit.edu|http://ist.mit.edu/]