Patricia Sheppard's email to CSS Managers, cc: E. Aufiero and R. Smyser (dated 1/22/2010)
CSS FY2010 Q2 Report Final Draft
For review. Let me know if you have any additional feedback by Tuesday. I would like to send to David by the end of day.
Thanks!
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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
Document that was attached to this email:
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Patricia Sheppard and Barbara Goguen's emails (dated 1/18/2010)
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! (P. Sheppard)
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
617-253-3179http://ist.mit.edu
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
Client Support Services
Accomplishments
MIT Exchange Migration (collaboration between OIS and CSS)
• Ongoing outreach: 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.
• 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.
• Successfully implemented the @exchange vs. @mit.edu transition solution
• Supported the Exchange Email & Calendaring roll-out through the delivery of 25 training events and the publication of 80 pages of on-line policy, educational, and procedural documentation.
Automatic Call Distribution
• Worked with OIS to configure and implement eOn acd for Telephone Help group to make customer experience more consistent with Computing Help and to streamline help process; this included adding software to Telephony staff machines, testing configuration, training, adding a report view of telephone help calls to console for viewing in both the N42 Call Center and E19.
Loaner Laptop Program
• Successfully coordinated a semester of student loaner laptops, under the new definition of the program; streamlined both the setting up and recovery/reissue of the laptops, allowing successful absorption of the program without the people resources previously dedicated. Responses to the new program implementation have been universally positive, from both faculty and students.
Athena
• First full quarter of public Debathena (Athena 10) deployments. Debathena represents not only a new version of Athena, but also a fundamental re-engineering of many components of Athena. This re-engineering would not have been possible without significant student effort from SIPB.
• Refined existing data collection mechanisms and developed new ones to help inform recommendations to be made by the working group and DUE in Q3 FY2010. As a preview, a summary set of Athena utilization metrics is included in the metrics section of this report.
Printing
• IS&T is partnering with Prof. Graves (Sloan School), the Baker House executive committee (dormitory) and the Undergraduate Association, and CopyTech on several student printing experiments ranging from an analytics freshman seminar project (Graves) to planned deployments of Pharos printing kiosks in Baker and W20 for the spring semester, to gauge usability and student acceptance of kiosk-based hold-and-release printing.
• IS&T is partnering with the Office of the Vice President for Finance on a pilot project to assess the value and feasibility of a fully managed business printing environment with a per-page rate structure. IS&T provides project guidance, vendor wrangling, sustainability expertise, and technical leadership to the project.
Software
• KeyServer project moved from design and implementation to stable server deployment, ready to support pilot applications during IAP.
• A new approach to student MATLAB delivery wass documented, tested, and readied for “deployment” for spring 2010, which will allow and encourage students to directly leverage the MathWorks download system, eliminating the need for customized MIT installers and local re-delivery of student MATLAB via an MIT download site, as well as providing improved flexibility, support options, and 64-bit support to MIT students.
• CSS worked with OIS, GovConnection and Procurement to institute changes reflected in the Microsoft Campus Agreement. All Microsoft Office Professional products under the MSCA are now available through IS&T at no cost to faculty and staff, and may be installed on all MIT-owned machines.
• Delivered rich training and documentation in support of new Windows 7 and Microsoft Office releases, in addition to updating documentation related to the Microsoft Campus Agreement.
Departmental Services
• The development and implementation of the new tracking database has improved the tracking and reporting for the computer deployments through the Desktop Deployment and Maintenance Group.
• Successfully created and maintained standard MIT Mac, Dell, and VMWare images for use in desktop deployments and support. Integrated the MIT Dell standard image into the Dell ordering process to allow for an MIT imaged machine to be shipped from Dell that is ready for deployment.
• Deployed a FileMaker Customer Relationship Management (CRM) system for the Deshpande Center. This system will be used as a model for other CRMs in development.
• DS successfully supported MIT’s Accreditation Evaluation Committee in partnership with the President’s Office.
Issues and Trends
• Web projects are becoming more complex with new user requirements. Many require functionality beyond what the Athena’s free web hosting environment can provide.
• With move from IMAP to Exchange saw 21% year to year increase in email related tickets (Oct-Nov. 2008 compared to Oct-Nov. 2009). Also moved from supporting 3 email clients and 1 calendar client to supporting 8 email clients and 7 calendar clients.
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.
As a consequence of adding User Accounts, Service Desk ticket volume nearly doubled over last year. Over 8300 total tickets, or 126 tickets per day, were created by more than 4700 unique IDs in a roughly 3:2 ratio of employees to students.
Training offered 14% more classes and attracted 8% more attendees than a year ago. A third of the training taken in Q2 was about Exchange. Attendees are pleased with their training, as client satisfaction scores remain high.
Accessibility delivered 39% more Adaptive Technology consultations to the community, and showed the same increase in student users of the 24x7 lab. Software Usability consultations nearly doubled over last year as well.
DDM’s Preventative Maintenance visits and Desktop Deployments have surged over last quarter even as DDM looks to revamp the program later in the year. Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. DCAD shows sustained gains in the SLA business, while new projects are down compared to a year ago but rising steadily in the last three cycles. The DS PLUS reporting is new this quarter and shows a 42% increase over last year in activities related to supporting its 72 client individuals.
Athena and Printing metrics are new this quarter. Athena Workstations by Type reveals that 85% of the 2434 known Athena installations are not in our clusters but are privately owned or in DLCs. A relatively large 14% of total Athena logins occur on the 43 high-turnover Quickstations, while just 8 dialup servers account for 28% of total logins, likely from Windows and Macintosh machines running terminal software and an X client. The 27 public Athena printers seem heavily used at over 91000 pages per quarter altogether, but 55% of the pages printed were in paper-saving duplex mode.
Finally, DMCA notices were in a year-long decline until Q2, up 100% over Q1 and 57% over Q2 of FY2009.
To view metrics table listed in this document, please see:
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Patricia Sheppard’s email to CSS HQ (dated 1/7/2010)
SUBJECT: 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. For each line of business, CSS has mapped how work is produced, how billing is actually generated, and what records are kept where. The additional benefits of this effort are that it has given CSS insight as to business owners expectations and identified gaps. This information will be used to focus future opportunities.
- Exchange Migration has hit significant milestones in both outreach and transitions. 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. 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. 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. We will do that going forward.
For this round, let me know if you have any feedback on our bullets by Tuesday. Thanks!
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Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology / 617-253-3179 / http://ist.mit.edu