FY2010 Q3
Sheppard's email to Aufiero (dated 3/15/2010)
Re: Follow up to Elaine's email for Q3 Reports
Good idea!
Sent from my iPhone
On Mar 15, 2010, at 8:28 AM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu
> wrote:
> Hi Patricia,
>
> I hope you don't mind, but I decided to add each group's wiki page
> in the Quarterly Report Reminder email. I figured if we listed the
> exact place on the wiki for them to post their report, then maybe
> that would encourage them to post it there. I am curious to see if
> they do it.
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your
> password information. Please ignore any email messages that claim to
> require you to provide such information.
>
______________________________________
Sheppard's email to Aufiero (dated 3/12/2010)
Re: DRAFT - Reminder - 2010 Q3 Reporting
Elaine,
Looks good. My only change would be:
4/16/2010: Draft out (including metrics and analysis) to managers for
review
We should send this again on 3/31 as well. 
Thanks!
On 3/12/10 3:30 PM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
> Hi Patricia,
>
> Here is the draft email that I plan to send out to the CSS Managers on Monday,
> March 15th (it has the new dates we discussed earlier this week).
>
> Dear CSS Managers,
>
> This is a reminder that the quarter closes on Wednesday, March 31st. The
> narrative is due to Patricia Sheppard and I on Thursday, April 8th. Also,
> please make sure your calendar has the following dates listed:
>
> 3/31/2010: Quarter closes
> 4/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
> 4/16/2010: Draft out to managers for review
> 4/20/2010: Incorporate managers' feedback
> 4/22/2010: Submit report to Marilyn Smith's office
>
> The official template is attached along with the last quarter's report for
> your reference.
>
> I will check in with you Monday before I send it out to see if you want to
> make any changes.
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your password
> information. Please ignore any email messages that claim to require you to
> provide such information.
>
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
____________________________________
Sheppard's email to Smyser and cc: Aufiero (dated 3/10/2010)
SUBJECT: Re: Heads up on Q3 metrics analysis check-in meetings in April
Rob,
Elaine will be sending out a schedule for the quarterly narrative, which is on a separate schedule from the metrics. You should probably send a schedule out as well for your stuff. What we discussed yesterday was:
4/7 Teams submit metrics to Rob
4/9 Rob validates the numbers
4/12 Rob and team leads/managers agree on analysis
4/16 Rob submits final to Pat and Elaine to incorporate into quarterly report
Thanks!
On 3/10/10 2:37 PM, "Robert W Smyser" <smyser@MIT.EDU> wrote:
Folks,
This is to let you know that I will be needing to schedule smallish blocks of time with you in early April to look over your metrics and related analysis. That would have to be after metrics are submitted to you and me, and before I have to get them to Pat. So that looks like Monday and Tuesday, April 12 and 13. If you’d like me to try to include your team leads, let me know. If you have any questions or concerns, let me know.
Thanks,
Rob
-------
Rob Smyser, Sr Business Analyst
MIT Information Services & Technology
77 Massachusetts Ave #n42-240t, Cambridge MA 02139
617.253.1358 w
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
_________________________________
Smyser's email to Aufiero and Sheppard (dated 3/9/2010)
SUBJECT: Re: Possible Due Dates for Quarter Reports
I would love to join you but I have a school-related delay that will keep from coming to the office that early tomorrow. The schedule can be more like last quarter than I penciled in for this time, but Training will likely need time than they had last time to get it together.
R
_________________________________
Sheppard's email to Aufiero and Smyser (dated 3/9/2010)
SUBJECT: Re: Possible Due Dates for Quarter Reports
Hi guys,
Rob can definitely join us for the quarterly discussion - 9am sharp
I am more interested in CSS having it together to produce this in a timely
way regardless of leeway from Marilyn's office. This report feeds the
operational reports, etc that need to be produced, so the sooner completed,
the better.
We'll chat tomorrow.
On 3/9/10 10:39 AM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
> Hi Rob and Patricia,
>
> I checked with David Segaloff about when he will want the Quarterly Reports
> submitted to him. He said the third week after the quarter ends. He did not
> have an exact date picked out yet. (I believe he meant the week of April
> 19-23.)
>
> I had estimated our schedule for due dates as:
>
> 3/15/10 - Elaine sends out first email announcing when the quarter ends and a
> list of due dates
>
> 3/31/10 - Quarter closes
> 4/8/10 - Narrative (CSS Managers) due to Pat and Elaine and metrics due to Rob
> Keep in mind: Rob picked his dates before we had any idea of when David would
> want the report submitted to him)
> 4/12/10 - Elaine sends out draft to managers for review (Rob suggested 4/19/10
> for this date - let's discuss)
> 4/14/10 - Incorporate managers feedback (Rob suggested 4/21/10 for this date -
> let's discuss)
> 4/15/10 - Patricia submits the final version to Marilyn's office (Rob
> suggested 4/22/10 for this date - let's discuss)
>
> I have a one-to-one meeting with Patricia scheduled tomorrow morning.
> Question to Patricia - should Rob join our One-to-one Mtg. while we discuss
> the Quarterly Report information?
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your password
> information. Please ignore any email messages that claim to require you to
> provide such information.
>
>
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
FY2010 Q2
Patricia Sheppard's email to David Segaloff, cc: CSS Managers, E. Aufiero and R. Smyser
SUBJECT: CSS FY2010 Q2 Report
Hi David,
Attached please find the CSS FY2010 Q2 contribution to the quarterly report.
Let me know if you have any questions or need more information.
Thanks,
Pat
–
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:
https://wikis.mit.edu/confluence/download/attachments/58242856/CSS+FY2010+Q2+Draft.docx
________________________________________________________________________________________________
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!
–
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:
https://wikis.mit.edu/confluence/download/attachments/58242856/CSS+FY2010+Q2+Draft.docx
______________________________________________________________________________________________
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!
--
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology / 617-253-3179 / http://ist.mit.edu