DIP 2017-2018 TLC

Technology Services DIP 2017-2018 Progress

Leadership and Vision

DIP 5.2.101: Achieve excellent customer satisfaction levels of at least 95% as measured by customer follow-up surveys for all service requests.

Start adding links here

DIP 5.2.102: Achieve employee well-being levels of at least 90% as measured by monthly employee satisfaction surveys.

Start here

DIP 5.2.103: Conduct weekly transformation vision meetings that includes an agenda, a leadership topic focused on transformation and innovation, and a review of operational progress.

Start here

CUSTOMER CARE CENTER

DIP 5.2.13: Expand the Customer Care Center to include all Technology Services provided by the department by July 31, 2018.

All services provided by Technology Services staff will be originated by an isupport service request with actual hours tracked.

DIP 5.2.14: PublisH a technology services service catalog detailing all services provided by the department.

A published service catalog will be available from the Technology Services website.

DIP 5.2.15: RESOLVE AT LEAST 70% OF THE SERVICE REQUESTS COMING IN TO THE CUSTOMER CARE CENTER WITHOUT HAVING TO REASSIGN SERVICE TO OTHER TEAMS WITHIN THE TECHNOLOGY SERVICES DEPARTMENT.

A report will be generated at the end of the week showing how many service requests were resolved by Customer Care Center staff as compared to other teams within the Technology Services department.

DIP 5.2.16: RESOLVE AT LEAST 50% OF THE CUSTOMER CARE CENTER SERVICE REQUESTS RECEIVED WITHIN ONE DAY.

A report will be generated at the end of the week showing how many service requests were resolved by Customer Care Center staff within one day.

DIP 5.2.17: COMPILE DISTRICT INFORMATION ACCORDING TO THE 25 STANDARDS FOR THE TRUSTED LEARNING ENVIRONMENT APPLICATION AND APPLY FOR THE SEAL.

Submitted application for Trusted Learning Environment seal application by March 31, 2018.

DIP 5.2.18: DEVELOP AND IMPLEMENT A CYBER SECURITY AWARENESS PROGRAM BY MAY 31, 2018.

Implemented program following the requirements of the Trusted Learning Environment (TLE) as defined here: http://trustedlearning.org/

ACQUISITIONS, ASSETS, AND SUSTAINABILITY

ACQUISITIONS

DIP 5.2.301: Improve acquisition customer and vendor communication and relationships.

Achieve excellent customer satisfaction levels of at least 90% as measured by customer and vendor surveys.

DIP 5.2.302: Improve software licensing inventory and compliance.

Achieve 100% compliance of all district software licenses.

DIP 5.2.303: Improve customer’s experience with the Technology Services website by offering online purchasing and additional help resources.

Online purchasing available on the Technology Services website and two training courses about how to purchase technology will be available for customers.