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Measurement, Analysis, and Knowledge ManagementTechnology Services uses Key Performance Indicators (KPIs) to measure success. Our focus is on how we organize, select, gather, analyze, manage, and improve data, information, and knowledge assets in order to learn, with a focus on reviewing findings related to improving performance. Findings can be reviewed under our results.
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Technology Services Key Performance Indicators (KPIs)
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Leadership and Vision KPIs
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Results |
KPI Strategic Alignment |
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Customer Satisfaction
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Achieve excellent customer satisfaction levels of at least 95% as measured by customer follow-up surveys for all service requests.
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Employee Well-Being
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Achieve employee well-being levels of at least 90% as measured by monthly employee well-being surveys.
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Transformation and Vision
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Achieve 100% goal as measured by each team leader conducting a weekly transformation vision meeting that includes an agenda, a leadership topic focused on transformation and innovation and a review of operational progress.
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Instructional Focus
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Assess and verify educational and instructional systems using emerging technologies are effective by spending 25% of time with key customers and staff members.
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Technology Leadership and Communication
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Achieve 100% goal as measured by posting each team's progress, plans, recognitions, reflections, innovations, and transformations by Monday at 2:00 p.m.
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Strategic Planning and Goal Alignment
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Achieve 100% goal of strategically aligning the District Improvement Plan with department goals.
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Measurement and Analysis
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Achieve 100% as measured by all teams using KPIs with quantifiable measurements to manage their performance with target goals and results posted on the website.
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Workforce Capability and Capacity
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Achieve 100% goal of all teams having the capability and capacity to provide services assigned to their team resulting in a quarterly review with each team.
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Process Documentation
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Achieve 100% goal by having all teams document at least 3 formal key processes each year
and post on the website. |
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Cross Training and Career Succession Planning
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Maintain plans for cross training, career planning and succession planning for 100% of all staff.
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Employee Recognition
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Achieve 100% goal with each team leader recognizing at least one person from their team, each week, based on the organizational core values, and post the recognition on the website by 2:00 on Mondays.
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2014 Bond Technology Infrastructure Upgrade
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Achieve 100% completion of the 2014 Bond Technology Infrastructure upgrade by meeting scheduled milestones within the allocated budget for each project.
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Customer Care Center KPIs
- Achieve employee satisfaction levels of at least 90% as measured by monthly employee well-being surveys
- Achieve customer satisfaction levels of at least 90% as measured by customer follow-up surveys (very good, excellent) for all service requests.
- Achieve network availability of 98% for core network and telecommunications services for mission critical systems.
- Complete service requests within the designated target resolution times as agreed upon in our Service Level Agreement (SLA).
- Answer 90% of the calls and support requests coming in to the Customer Care Center.
Device Imaging and Integration (DII)
- Achieve 100% accuracy of project sheet definition
- Achieve 100% accuracy of project sheet deployment on devices
- Achieve 100% compliance of device software licensing
- Achieve 90% of all devices are up to date with software patches for devices across the district’s enterprise network
- Achieve 90% of all administrative devices being secure using data encryption.
- Achieve 98% of technicians achieving LANDesk II certifications
Information Services and Applications (ISA)
- Analyze 100% of the unmanageble Personal Identification (PID) errors
- Achieve 92% data accuracy for Student Information Systems daily demographics, discipline, and PEIMS
- Automate the HR workflows through laserfishe resulting in saving 20% processing time for applicant tracking
- Deliver 30 In-person and Digital training sessions resulting in 95% training effectiveness
- Conduct 1 eSchoolPLUS User committee meeting with 85% attendance once a month
- Ensure 100% success of backups for all mission critical information systems and applications
