Students, faculty and staff will perceive the services delivered by IT are quality and aid their University related function.
Objective
Deliver Service In A Helpful And Knowledge Manner
IT Units will continuously improve perceptions of the IT service-delivery experience by the students, faculty, staff, alumni and recruits.
KPI
Client Satisfaction
Surveys representative of crtical services will be conducted and client satisfaction levels will reach target goals.
Result
Client Satifaction Not Achieved
The overall divisional results average to exceeding goals for satisfaction level. Of the 10 areas measured, two fell short of the goal. The objective was the target levels would be met and since all 10 were not not met, the KPI was not achieved.
Action
Client Satisfaction Actions
The measurements were considered to be successful at capturing data to reflect the intended purpose of this goal. For FY14 the target goal levels will be maintained. The two KPI’s that did not meet target goals were in Client Services. The VP’s office will be working with the Client Services department head to review and implement plans to improve this service delivery area. Measures will be monitored quarterly to provide feedback on progress. The VP’s office will continue to work with all departments to discuss these measurements and ensure we are innovating and improving efficiencies to maintain results at or above target levels.
Goal
Provide Quality Information Technology Resources
Consistent with the University mission, technology resources provided by IT will meet resource type needs, be reliable and be available when and where needed by the University.
Objective
Improve Technology Resources
IT units will continuously improve the types, delivery and availability of services to the students, faculty, staff, and alumni consistent with common expectations for the service.
KPI
Resource Types
Units will collaborate with campus to determine success with providing the resources needed and implement those plans within available priority, financial, resource and time constraints.
Result
Resource Type Collaboration Not Achieved
Units did not track necessary metrics to measure this KPI.
KPI
Resource Delivery
Units will evaluate the satisfaction of clients with the manner resources are delivered.
Result
Resource Delivery Not Achieved
Units did not track necessary metrics to measure this KPI.
KPI
Resource Availability
Units will establish target goals for core resource availability.
Result
Resource Availability Achieved
Units established goals for five areas of resource availability. Of the five areas measures, two fell short of the goal. The objective was met as the goal was for the units to establish target goals.
Action
Technology Resource Action
Units have been educated on the needed metrics for FY14. The availability KPI will be updated to include the units will meet their target goal. The VP’s office will be working with unit leads to identify opportunities to improve the service availability for the items that did not meet goals and how to sustain and improve where possible those that did. Measures will be monitored quarterly to provide feedback on progress.
Goal
Provide Optimal Services Through Efficient Processes
IT Units will continuously analyze and, as needed,?? redesign critical processes to increase campus efficiency in one or more of the following areas: costs, operations, and communications.
Objective
Continually Analyze Critical Process Efficiency
Division will review at least six critical processes and provide data showing efficency improvements or affirmation of efficiency of the current process.
KPI
Demonstrable Process Reviews
Success will be achieved if each unit provides documentation of one or more unit process reviews resulting in findings that demonstrate optimal efficiency exists or steps taken to improve efficiency.
Result
Demonstrable Process Reviews Not Achieved
KPI was not achieved as units were only able to formally document in their assessment, two process reviews.
Action
Demonstrable Process Review Action
VP’s office will be working with unit leads to outline an improved plan for initiating and formally documenting process reviews. Quarterly updates will be requested from units to monitor progress during FY14.
Goal
Quality Pofessional Development
Staff satisfaction, staff value to the institution and overall divisional service delivery will be increased by staff completing quality professional development
Objective
Provide Staff Development Opportunities
IT Units will provide high quality professional development opportunities for their staff that will enhance staff value to the students, faculty, staff, and alumni.
KPI
Service Improvement Through Professional Development
Success will be achieved if each unit meets its target goal for staff to receive professional development and provides demonstrable evidence of service or operational improvements related to this development.
Result
Professional Development Not Achieved
Although a considerable financial and resource commitment was made to professional development, unit goals and measurements were not properly developed to accurately track consistent with the KPI.
Action
Professional Development Actions
VP’s office has discussed the KPI with unit leads to clarify what information needs to be gathered for FY14. The goal will be maintained and wording clarification opportunities are being investigated.