Provide Quality Service Delivery Experience In Enterprise Services
Enterprise Services (ES) will utilize the work order survey to measure the perception of services delivery by ES.
Objective
Provide Service Delivery That Is Timely And Efficient
Enterprise Services (ES) will utilize the work order survey to evaluate the client's perception of the duration to complete service requests.
KPI
Client Perception Of Time To Complete Service Request
Client Perception to time to complete service request => 95%
Result
98% Satisfaction With Time To Complete Service Request
285 out of 292 responses indicated they were either Very Satisfied (273) or Satisfied (12) with the amount of time to complete their service request.
Action
Continue Focus On Time-to-Complete Service Requests
ES exceeded the goal for time-to-complete service requests. In the next fiscal year, we will focus on increasing response rates to be sure the data is representative of all completed requests. Additionally, we will continue to focus on regular monitoring of response rates to ensure we continue to meet the target goals.
Objective
Provide Service Delivery That Will Be Perceived To Have Kept The Client Informed
Enterprise Services (ES) will utilize the work order surveys to evaluate the client's perceptions of how well ES staff have kept the client informed of request status.
KPI
Client Perception Of The Level Of Communication Received
ES will strive to receive a 95% rating on Communication received with service requests.
Result
98% Satisfaction With Level Of Communication Received
287 out of 292 responses indicated they were either Very Satisfied (278) or Satisfied (9) with the amount of communication received during the process of completing their service request.
Action
Continue Focus On Communication When Completing Requests
ES exceeded the goal for communication received in completing service requests. In the next fiscal year, we will focus on increasing response rates to be sure the data is representative of all completed requests. Additionally, we will continue to focus on regular monitoring of response rates to ensure we continue to meet the target goals.
Goal
Provide Quality Professional Development Opportunities For Staff
Provide time and funding for staff to attend professional development through training and/or conferences.
Objective
Provide Professional Development Opportunities To Enterprise Services
Enterprise Services (ES) will allocate funding and time for staff to participate in professional development activities, which will enhance staff value to students, faculty, staff and alumni.
KPI
Provide Professional Development
100% of ES staff will satisfy the SHSU Human Resources Staff Professional Development requirements.
Result
100% Completion
100% of ES staff satisfied the SHSU Human Resources Staff Professional Development requirements.
KPI
Provide Opportunity For High Quality Professional Development That Enhances Value
ES will provide high quality professional development that will enhance staff value to students, faculty, staff, and alumni. 90% of all Professional Development that is attended will result in operational improvement related to ES functions.
Result
83.7% Of Professional Development Resulted In Operational Improvements
83.7% of Professional Development Resulted in Operational Improvements rather than the 90% target. We will work to vet training/courses to be sure they meet the intended goals, communicate expectations to attendees, and align training attendance with specific outcomes.
Action
Improve Course Outcomes And Alignment With Job Function
Although we've met the HR goal for training, we see a need to be better about how we vet training/courses to be sure they meet the intended goals, communicate expectations to attendees, and align training attendance with specific outcomes.
Goal
Analyze Opportunities To Increase Campus Efficiency
Enterprise Services will continuously analyze processes to increase campus efficiency in one or more of the following areas: costs, operations, and communications.
Objective
Evaluate Processes To Increase Campus Efficiency
Enterprise Services (ES) will evaluate at least one process within the ES area to increase campus efficiency.
KPI
Evaluation Of Average Time To Complete Service Requests
ES will measure and track the time to complete service requests, and will implement process efficiencies to make improvements and meet target KPIs where feasible. ES will strive to meet an average service request completion time of 25 days per request on average.
Result
23.9 Days Mean-Time-To-Resolution
ES achieved a mean-time-to-resolution (MTTR) of 23.9 days.
Action
Improve Mean-Time-to-Resolution
Although ES met its goal this year of achieving the MTTR, we will lower the target (i.e., complete tickets faster than the previous year).
Goal
Provide Quality Information Technology Resources
Enterprise Services will provide resources that meet resource type needs, be reliable and be available when and where needed by the University.
Objective
Provide Reliable ERP Services To Campus
Enterprise Services (ES) will provide ERP services to campus that are reliable and available.
KPI
ERP Total Service Uptimes
Track the ERP availability and target a 99.5% uptime. The ERP availability will be determined by monitoring core ERP services consisting of Banner INB, Banner SSB, mySam (Luminis), ODS, and Cognos.
Result
ERP Total Availability 99.8%
The total ERP availability was 99.8%, which meets the 99.5% availability goal. The majority of the downtimes were planned outages for system maintenance and upgrades.
KPI
ERP Planned Times
Track the ERP availability and target a 99.9% planned uptime. The ERP availability will be determined by monitoring core ERP services consisting of Banner INB, Banner SSB, mySam (Luminis), ODS, and Cognos.
Result
ERP Planned Availability 99.95%
Excluding planned downtimes (e.g., system maintenance and upgrades), the total ERP availability was 99.95%.
Action
ERP Availability
Although the targets were met, we would like to have better planning and execution of planned downtimes to reduce the amount of time that the system is unavailable regardless of reason. We acknowledge, though, that this may be complicated by the large number of Banner XE modules that are released and upgraded in the next 18-24 months.
Objective
Enterprise Services Will Provide Service Accessibility Satisfaction
Enterprise Services (ES) will track the manner and/or medium in which resources are delivered to students, faculty and staff.
KPI
Evaluate Satisfaction Of Clients With The Manner And/or Medium In Which Resources Are Delivered
Through targeted meetings, ES will survey campus to evaluate if ERP-related systems/resources are delivered satisfactory. ES will survey at least 10 departments annually.
Result
ERP Process Group Meetings
ES met with 14 non-IT departments to assist with evaluation of existing services and identify new project ideas that need to be further scoped. These meetings were called "ERP Process Group Meetings" and are considered sub-committees of the ERP Planning Group. The raw listing of departments represented are:
Institutional Effectiveness
Office of Research and Sponsored Programs
Controller
Accounts Receivable
Accounts Payable
Procurement
Treasury
Academic Planning and Assessment
Registrar
Undergraduate Admissions
Facilities
Parking
Graduate Admissions
Financial Aid
Action
ERP Process Group Meetings
These meetings were successful and the target goal was exceeded. In future years, we will continue to meet with these departments. Additionally, we will discuss within IT how to incorporate these meetings into the larger feedback process for IT@Sam.