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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
Leadership and Vision KPIs
- Achieve 100% capability coverage levels of at least 95% as measured by monthly workforce capability analysis
- Achieve 100% succession planning of at least 100% as measured by annual succession planning analysis.
- Achieve 100% cross-training and assignments of all mission critical processes
- Achieve 100% goal by having all teams document at least 3 documented key processes and posted on website.
- Achieve 100% goal by having all teams define at least 3 KPIs with measurements and target goals.
- Achieve 100% goal by having all teams post results of least 3 KPIs on website each month.
- Achieve 100% goal by posting weekly scheduled updates of each Bond goal on Mondays by 2:00 p.m. on website.
- Achieve 100% goal by reviewing weekly scheduled updates of each Bond goal by each Monday at 2:00 p.m.
- Achieve 100% goal of each team leader conducting a T4 meeting with staff that includes an agenda, a leadership topic, and minutes posted on their team website by each Monday at 2:00 from the following week.
- Achieve 100% goal by having all teams analyze trend results of least 3 KPIs on website each month.
- Achieve 100% goal of recognizing at least one person from each team, each week, based on the organizational core values, and post the recognition on the website by 2:00 on Mondays.
- Achieve employee satisfaction levels of at least 90% as measured by monthly employee well-being surveys
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
