Public Facing Measures
IS&T publishes to the world a selected set of measures at http://ist.mit.edu/about/measures. The page shows the current values for key measures, with a time series of quarterly observations going back several years. Measures are drawn from the published IS&T quarterly reports.
IS&T Quarterly Reports
IS&T generates quarterly reports containing narrative and graphs contributed by individual team leaders and managers. Reports are eventually published at http://ist.mit.edu/about/reports. Their audience is mostly other senior staff in IS&T. Measures brought out in the CSS quarterly report come from several sources, including quarterly narrative from the team leaders and process dashboards supported by CSS Headquarters in collaboration with the process leaders.
Process Dashboards and Surveys
CSS sponsors a per-ticket client satisfaction survey, with weekly emailed invitations in response to the resolving of a ticket in most client-facing queues in the RT system. Results are tabulated weekly and made available to process teams and leadership.
Process dashboards track variables related to RT ticket handling and other components of the workflow (ACD behavior, client sat) as appropriate.
- Snapshot Survey results including scores and client comments, most recent first, for many IS&T queues.
- Process Dashboards for RT-using lines of business.
- Service Desk – currently includes all queues except telephony. (Working on that...)
- VoIPHelp -- telecomm::telephone help, help desk::SIP, and others with ProblemType set.
- ACD statistics compiled weekly measure client demand by phone and how we respond.
Measures Roster
This section will tabulate for all of CSS the important measures and metrics identified by managers and team leaders during the Fy2010 metrics refresh process.
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