Staff Assessment Technology Services Department Palmyra Area School District

The Challenge Given this environment, how can 4 people provide consistent, high quality customer service?

The Challenge Student Computers Total = 2,205

The Challenge Student Computers Total = 2,205 Staff/Support Computers 436 Total # of Computers 2,641

The Challenge Mobile Devices Total = 797

The Challenge 2,641 Computers 797 Mobile Devices 3,438 Total to support 4 Staff Members 860 devices per staff Doesn’t include network support and maintenance and other job duties (printers, etc.)

Key Points Staffing Other Efficiencies Help Desk / Support LEAN processes Data collection Ticket workflow IT Space allocation Strategic Planning Equipment refresh Virtualization External Partnerships Management Infrastructure Support

Help Desk

Ticket Data

Fighting Fires Stop being so busy putting out fires that there is no time for fire prevention Vicious cycle Typical in any many service departments Extremely stressful Make the situation visible Talk about the work being postponed Prioritize the backlog Scope Weekly planning Identify root causes Recurring issue Fixes are known or unknown (Documentation) Ask the 5 why’s Fire prevention achievements take time You must be committed and consistent Must use project management

Help Desk Procedures A support ticket must be created for all work requests (planned, unplanned) Actual ticket work time must be entered into the ticket system Single person should maintain responsibility for assigning tickets to a team member Priority response times should be implemented and communicated Single Point of entry preferred Ticket types should be tracked (systems administration, device support, hardware request, etc…) Request for information time tracked separately Create ticket data entry standards

IU13 Response Times Sets the customer expectation and the support expectation

IU13 Status Types When you track work time Customer reminders

First Response Time Total Ticket Open Time (Time from Opened to Closed) Work time (includes online research time) Cost of Service Total Number of Tickets Total Number of Tickets Closed Key Performance Indicators

Current Workflow (Palmyra’s Help Requests) Help Desk Ticket System Call tech staff directly Fly-by / Hall Snag tech staff directly Contact KK directly Staff Request Warehouse Automated alarm

Recommended Support Flow (Palmyra’s Help Requests) Help Desk Ticket System Call tech hotline Fly-by / Hall Snag Staff Request Warehouse Automated alarm

Approximately 140 Locations 1500 Staff IU 13’s beginning of LEAN

Approximately 100 Locations 1300 Staff

Transition Plan Current State To Future State

IU 13’s Ticket Resolution Transition Plan Removed Team Phone Numbers Established Ticket Data Entry Standards for all Users Created Standardized Processes for Internal Ticket Resolution Transitioned from 5 FTE to 3 FTE Utilized Data to Develop Innovative Solutions

IU 13 Results

Key Performance Indicators

IT Space

Position USF 2004 USF 2011 Configuration Executive425300Private Office Director255250Private Office Manager225200Private Office Supervisor150120Workstation Technical Staff9680Workstation Support Staff6480Workstation PASD Tech Staff300 total Government Standards for Space Allocation

Recommended Space = 480 – 505 sq ft Tech Services should be located in the HS Highest # of tickets Largest # of devices Largest # of staff Tech Services should be moved to first floor Removes need to use elevator for equipment moves Closer to the delivery point (warehouse) Closer to administration Keep Staff together Increased collaboration More efficient communication Prevents Silo’s from building Travel/visibility schedule Rotating building schedule for each staff member Increase visibility Increase awareness Increase confidence IT Space

Strategic Planning Create a Technology Refresh Plan Laptops/Desktops – 4 to 5 years maximum Servers – 5 years Network Switches – 6 to 8 years maximum Wireless Access Points – 4 years maximum Apple iPads and Chromebooks – 4 years Virtualize your servers Run multiple servers on a single physical server Reduce costs Reduce downtime Server deployment and backup Centralized ordering controls Printers, peripherals, etc… Continue existing external partnerships Hempfield – Warwick – web hosting and software

Strategic Planning Put an OSX management system in Reduces imaging to only emergency situations Easily deploy new software, videos, ebooks, documents without touching any machine Enforce security policies (Can eliminate Deep Freeze) Change network settings Limit software updates to only approved versions (Yes I am looking at you JAVA!) Lock labs to only run specific applications Asset Inventory Software Inventory End User Self Service

Staffing Needs Desktop Support Technician (Level 1) Mobile Device Management (iPads, Chromebooks, AppleTV, etc.) Backup for primary desktop support (Level 2) Administrative Assistant Technology Hotline Ticket Assignment Clerical Support for virtual academy? Departmental cross training / backup person for each major system Professional development program needs to be put in place for all Technology staff. Require training in job descriptions

Questions?