FY10 Q2
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
_________________________________________________________________________________________________
FY10 Q1
Need to input this information.