One Vision One Mission One Common Purpose Richland County School District One Columbia, South Carolina Information Technology Department Key Performance Indicators

One Vision One Mission One Common Purpose A performance indicator or key performance indicator (KPI) is a measure of performance. [1] Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organizational goals [2]. KPIs can be specified by answering the question, "What is really important to different stakeholders?". KPIs may be monitored using Business Intelligence techniques to assess the present state of the business and to assist in prescribing a course of action. The act of monitoring KPIs in real- time is known as business activity monitoring (BAM). KPIs are frequently used to "value" difficult to measure activities such as the benefits of leadership development, engagement, service, and satisfaction. KPIs are typically tied to an organization's strategy using concepts or techniques such as the Balanced Scorecard).performance [1] [2]stakeholdersBusiness Intelligencebusiness activity monitoringBalanced Scorecard Key Performance Indicators Wikipedia

One Vision One Mission One Common Purpose Examined district strategic plan Prepared long range technology plan Analyzed work orders from previous year Key Performance Indicators

One Vision One Mission One Common Purpose Leading Indicator - # of Work Orders Submitted Trailing Indicators  Response Time - time between the creation of a work order and the first response by a Customer Service Representative (CSR) to the customer  Resolution Time - time between the creation of a work order its resolution defined as the last time the work order transitions from an open to a solved status Projects Key Performance Indicators

One Vision One Mission One Common Purpose Prevent problems from occurring; therefore no work order submitted Tracked daily via our Help Desk software (Parature) Measured monthly and compared to previous year Monthly goals set Leading Indicator Number of Work Orders Submitted

One Vision One Mission One Common Purpose Log In Issues – 23% Printing – 13% SASI – 11% Hardware (Undefined) – 11% Software (Undefined) – 9% Work Order Categories

One Vision One Mission One Common Purpose PriorityStandardGoal Critical1 business day4 hours High2 business days1 business day Medium3 business days2 business days Low7 business days3 business days Work Order Goals

One Vision One Mission One Common Purpose Work Orders Submitted Jun 2008 – Sep 2009

One Vision One Mission One Common Purpose Two indicators Response Time – Time between the creation of the work order and the first response by a Customer Service Representative Resolution Time - Time between the creation of the work order and the resolution (time between creation and when work order transitions from an open to a closed status) Measured monthly and compared to previous year Monthly goals set Trailing Indicators How Fast Do We Resolve the Problem?

One Vision One Mission One Common Purpose Work Orders Closed Jun 2008 – Sep 2009

One Vision One Mission One Common Purpose Work Order Backlog Jun 2008 – Sep 2009

One Vision One Mission One Common Purpose Work Order Trends Jun 2008 – Sep 2009

One Vision One Mission One Common Purpose Average Response Time Jun 2008 – Sep 2009

One Vision One Mission One Common Purpose Average Resolution Time Jun 2008 – Sep 2009

One Vision One Mission One Common Purpose Analyze Daily Work Orders Submitted, Closed, Backlog, etc. using Excel Pivot Tables “Slice and dice” data to identify trends and daily issues Allocate Team Leaders and Rapid Response Team for next day Daily Data Review

One Vision One Mission One Common Purpose Daily Data Review

One Vision One Mission One Common Purpose Project Management (PM) training needed Proper PM principles not followed Project Manager not trained in PM principles Developed a PM training program Project Management Institute (PMI) certified position created PM methodology developed Formal project documents produced Charter Excel Spreadsheet “4 Box” Project status briefed bi-weekly Projects

One Vision One Mission One Common Purpose RCSD1 PM Methodology Components Phases Decision points Gate Reviews Project Manager Assignment PM Deliverables Ownership Templates & Status Reporting Documents INITATE EXECUTE PLAN NEED CLOSE

One Vision One Mission One Common Purpose Bi-Weekly Project Update

One Vision One Mission One Common Purpose Table Activities Using the Excel software (Pivot Tables) and data from Oct 5 th Analyze open work orders by school, summary, etc. Determine critical schools and summaries Allocate a three person Rapid Response Team (RRT) for the next day

One Vision One Mission One Common Purpose Questions?