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+1 617 253 9682
+1 617 835 9682 /m
othomas@mit.edu
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Patricia Sheppard's email to css-managers and cc: E. Aufiero and R. Smyser (dated 1/12/2010)
SUBJECT: CSS Q2 Report Draft
On Jan 12, 2010, at 2:25 PM, Patricia Sheppard wrote:
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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!
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Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
<CSS FY2010 Q2 Draft.docx>
Document attached to this email:
IS&T Quarterly Senior Staff Report – for the period 10/1/2009 through 12/31/2009 (Q2 ‘10)
Operational Area
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Goals for Next Quarter
• Implement process for Asset Recovery for IS&T and community.
• Respond to the IT@ MIT recommendations: centralized and standardized purchasing of computer hardware.
• Complete VIP Exchange migrations.
• Partner with the Office of the President to develop and implement a process to ensure future Institute wide publications (e.g., Task Force Report) are accessible to the entire MIT population
• Co-lead an initiative to define a framework (aka menu of options) for Institute certifications. Partnering with RACC to leverage our framework to develop and implement a certification program around Sponsored Research Administration.
• Deliver the next release of Debathena, tracking the public release of Ubuntu “Karmic”.
• Deliver W20 and Baker House kiosk-based printing pilots with CopyTech and student organizations, and assess their effectiveness and potential for larger deployments.
• Pilot and assess application delivery through the new KeyServer infrastructure.
• Work with OIS to distribute updated Citrix ICA clients for Mac and Windows from IS&T software download site.
• Pilot distribution of a VMware image for business help applications.
• Complete PCI compliance incident response
Summary of Strategic Metrics
CSS maintained high levels of call center performance in Q2, with Abandon Rate well below the 10% goal and Wait to Answer time the same as a year ago and better than Q1. Agent availability had its usual seasonal decline (as student staffing follows the academic calendar) but it fell 11% more than last year. Overall Client Satisfaction of 4.43 came in just under the goal of 4.5 and is only 3% lower than a year ago.
Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. Telephone Analog and ISDN orders are high from requests to remove such phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. Adding User Accounts to the pool for the first time greatly increased volume in the Accounts topic and contributed to the 35% increase in Email tickets, otherwise caused by Exchange-related tickets created in the Call Center. The Backup topic was impacted by the annual cleanup of mostly inactive TSM accounts. Two other lower volume topics – Security and Services – showed large % increases related to phishing and malware, and increased use services like wikis, respectively. Business tickets are down by nearly half compared to a year ago, and Hardware tickets down by 22%. In those areas, newer hardware and easier-to-use software have a positive impact on our clients’ computing environment.
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