Achieve a high level of user satisfaction with the the service recived on work orders they place with Computer Services
Objective
Customers Satisfied With Work Order Response
Customers are happy with the service and response received on their computer services work orders.
Indicator
Work Order Satisfaction
For our first year, we will target a satisfaction level of 75%.
Criterion
Work Order Satisfaction survey
Upon completion of a work order, the customer will be emailed a survey to complete and rank their satisfaction level with the service received on the work order.
Finding
Work Order Satisfaction
As of March 1, 2009 we are receiving an overall satisfaction ranking of 89% As of July 1, 2009, Information Resources is receiving an overall satisfaction ranking of 90.3% As of August 31, 2009 Information Resources received an overall satisfaction ranking of 91.69%
Action
To Maintain Overall Satisfaction Of Information Resources Customers For Services Received
a) Ongoing analysis of customer satisfaction survey results to determine areas of improvement of services offered by Information Resources. b) Identify and improve satisfaction per measured unit c) Target overall satisfaction ranking of 91%
Goal
Provide Training To Campus Faculty And Staff
Objective
Training Is Made Available To Faculty And Staff
Computer Services facilitated training will be available for faculty and staff.
Indicator
Training Hours Offered
Computer Services will offer at least 700 hours of faculty/staff training. one person for one hour, equals one hour of training.
Criterion
Track training hours offered
Computer Services will track the number of hours offered an completed by faculty and staff.
Finding
Training Hours
As of July 1, 2009, Information Resources has conducted 286 hours of training to faculty and staff.
As of August 31, 2009, 935 hours of training was conducted to faculty and staff. Although 528 of the total hours were contributed from Blackboard Day, this training event was used for the calculation of training hours when this Indicator was established and since this time this event was transferred to Distance Education and Learning Technologies for Academics.
Action
To Provide 700 Training Hours To Faculty And Staff
This objective has been determined not to be an accurate performance measure. This objective will be replaced for 2009-2010 Assessment.
Goal
Provide Reliable Availability Of Campus Administrative Database
Provide proper management and planning to ensure the campus administrative database is available as needed for administrative purposes.
Objective
Administrative Database Availability Will Be Reliable
statistics will show that the campus administrative database availability is reliable.
Indicator
Administrative Database Availability Statistics
Statistics will show a 99.99% availability for the campus administrative database.
Criterion
Administrative database availability statistics
Computer Services will track availability of the campus administrative database and document the times it is unavailable.
Finding
Availability Of Campus Administrative Databases
As of July 1, 2009, Information Resources maintained a 99.99% availability for administrative databases. Information Resources recognized that computing demands have increased causing current applications and databases to exceed their capacity. This is a result of the growth of campus constituents.
As of August 31, 2009 Information Resources maintained a 99.99% availability for administrative databases.
Action
To Maintain A 99.99% Availability Of Campus Administrative Databases
a) Targeted for 2012, Information Resources plans to replace legacy databases and systems with Oracle and Banner. b) Purchase equipment to replace aging hardware. c) Target a 99.99% availability of Administrative databases
Goal
Provide Reliable Availabilty Of Campus Core Servers
Provide managment and resources necessary to ensure that campus core servers are available when needed by campus.
Objective
Campus Core Server Availability Will Be Reliable
statistics will show that the campus core servers availability is reliable.
Indicator
Campus Core Server Availability Statistics
Statistics will show a 99.99% availability for the campus core servers.
Criterion
Campus Core Server availability
Computer Services will track availability of the campus core servers and document the times they are unavailable
Finding
Availability Of Campus Core Servers
As of July 1, 2009, Information Resources maintained a 99.99% availbility for core servers As of August 31, 2009 Information Resources maintained a 99.99% availability for core servers.
Action
To Maintaiin A 99.99% Availability Of Campus Core Servers
a) Document equipment replacement cycle to replace aging servers b) Target a 99.99% availability of Core Servers