It is critical that ITS measure the success of its operations and the completion of the strategic initiatives contained in the plan. There are many ways to measure success, but in order to create benchmarks that allow us to track our continued progress, the following measures will be monitored by the CIO, all members of ITS and hopefully by our customers:
| Measure |
FY 2012 Baseline
|
FY 2013 Target
|
Responsible Party |
On-time delivery of strategic projects
- Scope clearly defined at project inception
- Scope delivered within defined timeframe
|
0%
|
90%
|
Assigned leads |
| Number of new project requests that go through the AGIT review process |
0
|
3
|
Ewart |
| ITS Directors with established MBOs |
0
|
4
|
Ewart |
| Student completion percentage of TechQual Survey |
24%
|
28%
|
Davidson |
| Faculty/Staff completion of TechQual Survey |
52%
|
52%
|
Davidson |
| TechQual questions for which students rate us below the zone of tolerance |
0
|
0
|
Lanham |
TechQual questions for which faculty/staff rate us below the zone of tolerance
- Some are out of our control
|
5
|
4
|
Lanham |
| ITS Lean events completed |
4
|
12
|
Wood |
| Complete a business day fail-over of the primary Internet service to ensure that the backup service worked as expected. |
0
|
1
|
Jemes |
| Employees/positions with outdated ROJDs |
27
|
5
|
Ewart |
| Project plans created and measured for major initiatives that have gone through the AGIT process and for which ITS has been identified as the owner. |
0
|
100%
|
Borchers |
Creating and tracking quantitative measures of success is a new concept for ITS. In FY 2013 we will focus on on-time delivery of the strategic initiatives outlined in this plan. Over the course of FY 2013, ITS will work to better understand the type of measures that, if tracked, will help us to improve performance. Examples to be considered include:
- First contact problem resolution – how well do we anticipate and train to solve customer needs?
- Reduction in certain contact types – what steps are being taken to proactively prevent issues rather than reactively solving them?
- Improvements (time, steps, dollars) based on lean events – is lean doing what we hope?
- System and infrastructure uptime – how well are we maintaining our core technologies?
- On-budget project delivery – are we estimating and delivering well?
As soon as measures are defined and it is confirmed that data capture is possible, data tracking will commence in order to provide a baseline for new measures in FY 2014.