President's Report - FY10 Q4
- Metrics Accomplishments
- Metrics Issues and Trends
FY10 Q3
FY10 Q2
Robert Smyser's email to Mary Ziegler, cc: P. Sheppard and E. Aufiero (dated 1/22/10)
RE: accessible version of CSS FY2010 Q2 Report draft 5 with embedded excel tables and interspersed comments.doc
Mary,
I embedded all the tables the same way. But some were modified after the embedding by opening them, removing or inserting some rows, and closing them again. I’d find it very informative to sit with you and see the screen reader in action. Not today though…
Rob
-------
Rob Smyser, Sr Business Analyst
MIT Information Services & Technology
77 Massachusetts Ave #n42-240t, Cambridge MA 02139
617.253.1358 w
_________________________________________________________________________________________________
Mary Ziegler's email to Robert Smyser, cc: Patricia Sheppard and Elaine Aufiero (dated 1/22/10)
SUBJECT: Accessible Version of CSS FY2010 Q2 Report draft 5 with Embedded Excel Tables and Interspersed Comments.doc
Hi Rob,
Thanks for pulling together an accessible version of this document on such short notice. I think this version is good to go for this Quarter.
However, sometime before the next iteration I’d like to see if we can tweak the tables in this document to make them slightly more accessible: while all are readable with a screen reader, some of the tables are easier to read than others in the sense that they are announced to the screen reader as being there (while other tables could be easily skipped over if not announced). It could be that the table properties are different, but I can’t see any difference. So, I’m going to pass this on to other members of my team to see what I may be missing. Before I do that, one question: did you follow the same procedure going from Excel to this document for all embedded tables?
Appreciatively,
Mary
From: Robert W Smyser
Sent: Thursday, January 21, 2010 3:06 PM
To: Patricia Sheppard; Elaine Elizabeth Aufiero
Cc: Mary J Ziegler; Robert W Smyser
Subject: accessible version of CSS FY2010 Q2 Report draft 5 with embedded excel tables and interspersed comments.doc
______________________________________________________________________________________________
Robert Smyser’s email to Patricia Sheppard and Elaine Aufiero, cc: Mary Ziegler (dated 1/21/10)
SUBJECT: Accessible Version of CSS FY2010 Q2 Report Draft 5 with Embedded Excel Tables and Interspersed Comments.doc
Pat,
After Mary Ziegler told us embedded excel tables are the most desirable way to handle accessibility, I rejiggered the metrics section, attached. The document is in two sections – the first three pages are like previous reports, with all the metrics and all the text. Now, pages 4 to 5 are a two-page version of the report. It leaves out a few inconsequential metrics from Call Center and Repair Center, and drops ITSS (because Tim volunteered). Somehow, magically, it fits on 2 pages.
Hoping this helps.
Rob
P.S., Mary, let us know if the new version fails accessibility in some way… I was even able to enlarge the text a little. Screen magnification works wonders though, another reason to go paperless whenever possible.
_______________________________________________________________________________________________
Oliver Thomas's email reply to Robert Smyser's email listed below (dated 1/21//2010)
Thanks Rob! Taking the summary sentence about Quickstations out is fine.
Cheers,
Oliver
–
Oliver Thomas
Information Services and Technology
Massachusetts Institute of Technology
+1 617 253 9682
+1 617 835 9682 /m
othomas@mit.edu
On Jan 21, 2010, at 10:16 AM, Robert W Smyser wrote:
Robert Smyser’s email (dated 1/21/2010) to Oliver Thomas:
Athena updates to RE: CSS Q2 Report Draft
Hi folks,
I’ve updated the tables and prose in the attached metrics section of the report.
• The 1/4/2010 update from Jon Reed didn’t include any workstation numbers, as Oliver observed, so I’m glad Oliver caught that one. With Oliver’s change, Personal/DLC workstations drop to 76% of the total workstation installations, still a big ratio.
• The Quickstation change would say that logins there are in proportion to their % deployment, but by the same token, there are seven times as many student computing lab machines that account for only twice as many logins. Is this explained by the different session lengths expected of the high-turnover quickstations vs sit-and-stay lab machines? We probably need deeper analysis about session length to see if there’s anything interesting to say. Given that, perhaps we should take the Quickstation sentence out (but leave the dialup sentence in).
• Student Computing Labs substituted for Cluster in the tables and text.
The tables needed me to repast them as bitmaps from the Excel original, and they probably won’t change again in this report. Additional changes to the text can be done by Pat / Elaine up to the moment the report goes in.
Rob
From: Oliver Thomas
Sent: Wednesday, January 20, 2010 5:59 PM
To: Robert W Smyser
Cc: Oliver Thomas; css-managers@mit.edu Managers; Elaine Elizabeth Aufiero; Patricia Sheppard
Subject: Re: CSS Q2 Report Draft
Hi Rob,
A few quick corrections to the Athena and printing metrics:
- In the summary, the total number of Athena workstations is 1472 (not 2434). In the table, the number of Personal/DLC-owned Workstations is 1113. Jon had sent a correction back in early January that didn't make it into the final version.
- Can we take out the "A relatively large" in "A relatively large 14% of total Athena logins..."? They're actually 12% of all of our publicly deployed machines (cluster + quickstations) so 14% of logins on them is pretty normal, especially since they encourage higher throughput (of users).
- Can we replace "Cluster Workstations" in the table with "Student Computing Labs"? It seems like we're moving to that more generic terminology in the president's report, so might as well keep it consistent. The fact that they're Athena workstations is covered by the column heading.
It looks like the utilization data didn't make it in the QR, which is okay, but Jon asked me to follow up to see if it was a formatting issue (no graphs allowed) or if there was some other reason.
Thanks!
Oliver
–
Oliver Thomas
Information Services and Technology
Massachusetts Institute of Technology
+1 617 253 9682
+1 617 835 9682 /m
othomas@mit.edu
________________________________________________________________________________________________
Robert Smyser’s email (dated 1/19/2010)
Subject: CSS FY2010 Q2 Report draft 3 with interspersed comments.doc
SPECIAL NOTE: See page two of this document – it is the document that was attached to this email.
Pat,
Here is the latest version of the quarterly report metrics section. It has Chris Lavallee’s edits including another row of DDM data and the column that adds this-Qtr/last-Qtr comparisons. No little charts. I amended the call center text to reflect the new numbers after taking the non-working weekdays out of the picture. This has all been checked over with Jozsef a little while ago. Cheers, Rob
Summary of Strategic Metrics
CSS maintained high levels of call center performance in Q2, with Client Satisfaction only slightly below its 4.5 goal, and Abandon Rate well below its goal of 10%.
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.
Please see refer to the attached document for the metrics tables that were listed with this document:
________________________________________________________________________________________________
Robert Smyser’s email to Barbara Goguen, Patricia Shepaprd and CSS Managers (dated 1/19/2010)
RE: CSS Q2 Report Draft
Folks,
Looking more deeply into the ACD data, it was found that the non-working weekdays --- Columbus day, Veterans day, thanksgiving, 4 days around xmas and New Years, etc. – were still in the worksheet, registering as days of zero calls offered, zero agents on the phone, etc., These zeros dragged the averages down, especially so in December.
Removing the zero days from the data drove Calls Offered back up to 84, and Agent Availability back up to 37 (the same as a year ago). Some of the other ACD numbers like wait time, had also been reduced by the zeros and so they went up a bit.
As a result, in the report, the affected numbers will be a little different than in the first draft, and the text will change a little too.
I’ve added this little gotcha to the checklist of such things for the future.
Rob
_________________________________________________________________________________________________
On Jan 12, 2010, at 2:25 PM, Patricia Sheppard wrote:
Summary of Strategic Metrics
CSS maintained high levels of call center performance in Q2, with Client Satisfaction only slightly below its 4.5 goal, and Abandon Rate well below its goal of 10%.
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 76% of the 1472 known Athena installations are not in our public Student Computing Labs but are privately owned or in DLCs. Our 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, now up 100% over Q1 and 57% over Q2 of FY2009.
_________________________________
Steve Winig's email to Chris Lavallee, Patricia Sheppard and CSS Managers and cc: E. Aufiero and robert Smyser
RE: CSS Q2 Report Draft
note regarding the Metrics contribution that was submitted by Rob Smyser.
Certainly in my area, both comparisons are relevant and potentially provide different information.
Out of curiosity, what happened to the metrics graphs from earlier reports. I felt that the graphs conveyed a lot of information in a relatively small amount of space. In fact, AUX has been talking with Rob about not only creating some graphs for our operational work but also annotating peaks and valleys in the graph to provide additional information without using any more real estate.
Based on some of the examples in the report, which are very operationally focused, I'm wondering if Accessibility should be included as a service. Additionally, does it make sense to include ATIC accomplishments under Athena (since ATIC is the Athena lab for students with disabilities)?
-Steve
________________________________________
From: Chris Lavallee lavallch@MIT.EDU
Sent: Wednesday, January 13, 2010 9:47 AM
To: Patricia Sheppard; CSS Managers
Cc: Elaine Elizabeth Aufiero; Robert W Smyser
Subject: Re: CSS Q2 Report Draft
Hi all-
I had a discussion yesterday with Rob re: the metrics tables and analysis and would like your take on this idea.
Marilyn wants a comparison of this Q to last FY same quarter. However, there are also interesting and important trends Q to Q in the same FY. Some of these are already being pointed out in the analysis, at least in the DS one. This is a bit confusing since the % change column relates to the comparison to the same Q last FY and not last Q.
I would like to propose adding another column for % change from last Q. This will allow us to talk about and show trends compared to last FY and from Q to Q over the same FY without confusing the readers.
Thoughts?
– Chris
-------------
Summary of Strategic Metrics (submitted by Robert Smyser):
Metrics in this report are shown in a more tabular form to show five quarters of readings (where available) plus % change over last year. CSS’s Metrics Refresh effort has led to some new metrics in this quarter with more to come in Q3. These metrics and more is are available in the Measures Roster section of this wiki page: https://wikis.mit.edu/confluence/display/CSS/Metrics+Clearinghouse.
Looking at highlights from the table, the Service Desk 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 staff are affected by the academic calendar) but it fell to a 11% lower level than last year. Its impact on client satisfaction seems muted, as Q2 Overall Satisfaction of 4.43 came in just under the goal level of 4.5 and is only 3% lower than a year ago. The Overall Satisfaction score is loosely coupled to the timeliness dimension, which sagged in October when the Service Desk was at its busiest. Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. The increase in Telephone Analog and ISDN orders is in requests for removal of those phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
As a consequence of adding User Accounts to the 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. 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.
Training offered 14% more classes and attracted 8% more attendees than a year ago. Those that attend training are pleased with it, as client satisfaction scores remain high at 4.8 out of 5. A third of the training taken in Q2 was for Exchange. The Accessibility team 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.
For the Metrics Table, please see pages 2 and 3 on the attached document: https://wikis.mit.edu/confluence/download/attachments/58241539/CSS+FY2010+Q2+Report+draft+measures+portion.doc
_______________________________________________________________________________________________
Patricia Sheppard’s email to Robert Smyser and Elaine Aufiero (dated 1/11/2010)
SUBJECT: CSS Q2 Draft Report
Hi Rob and Elaine,
Attached is the latest draft of the CSS Q2 report for review. I opted to keep all the metrics for this go around and we can work with the managers to pare it down this week. Let me know if you have any feedback - I will be sending to the managers tomorrow afternoon but feel free to give input during this week.
Thanks for all your efforts!
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:
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 the metrics tables attached to this document, please view the attached document:
_______________________________________________________________________________________________
Robert Smyser’s email to Patricia Sheppard and Elaine Aufieron (dated 1/7/2010)
SUBJECT: draft version of CSS FY2010 Q2 Report draft measures portion.doc
Pat and Elaine,
Attached you should find my pass at the metrics section of the report. It doesn’t quite fit into two pages, but I want to collaborate on how to change it or what to leave out in order to make it fit. I’ll be seeing you tomorrow at noon if not before. I do have a physical at 9:30 tomorrow, so I can’t be in until late morning.
Rob
Summary of Strategic Metrics
Metrics in this report are shown in a more tabular form to show five quarters of readings (where available) plus % change over last year. CSS’s Metrics Refresh effort has led to some new metrics in this quarter with more to come in Q3. These metrics and more is are available in the Measures Roster section of this wiki page: https://wikis.mit.edu/confluence/display/CSS/Metrics+Clearinghouse.
Looking at highlights from the table, the Service Desk 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 staff are affected by the academic calendar) but it fell to a 11% lower level than last year. Its impact on client satisfaction seems muted, as Q2 Overall Satisfaction of 4.43 came in just under the goal level of 4.5 and is only 3% lower than a year ago. The Overall Satisfaction score is loosely coupled to the timeliness dimension, which sagged in October when the Service Desk was at its busiest. Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. The increase in Telephone Analog and ISDN orders is in requests for removal of those phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
As a consequence of adding User Accounts to the 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. 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.
Training offered 14% more classes and attracted 8% more attendees than a year ago. Those that attend training are pleased with it, as client satisfaction scores remain high at 4.8 out of 5. A third of the training taken in Q2 was for Exchange. The Accessibility team 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 see the metrics tables - see attached document:
CSS FY2010 Q2 Report draft measures portion010710.doc
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FY10 Q1
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