FY10 Q2
Robert Smyser’s email (dated 1/21/2010) to Oliver Thomas:
Athena updates to RE: CSS Q2 Report Draft
Hi folks,
I’ve updated the tables and prose in the attached metrics section of the report.
• The 1/4/2010 update from Jon Reed didn’t include any workstation numbers, as Oliver observed, so I’m glad Oliver caught that one. With Oliver’s change, Personal/DLC workstations drop to 76% of the total workstation installations, still a big ratio.
• The Quickstation change would say that logins there are in proportion to their % deployment, but by the same token, there are seven times as many student computing lab machines that account for only twice as many logins. Is this explained by the different session lengths expected of the high-turnover quickstations vs sit-and-stay lab machines? We probably need deeper analysis about session length to see if there’s anything interesting to say. Given that, perhaps we should take the Quickstation sentence out (but leave the dialup sentence in).
• Student Computing Labs substituted for Cluster in the tables and text.
The tables needed me to repast them as bitmaps from the Excel original, and they probably won’t change again in this report. Additional changes to the text can be done by Pat / Elaine up to the moment the report goes in.
Rob
From: Oliver Thomas
Sent: Wednesday, January 20, 2010 5:59 PM
To: Robert W Smyser
Cc: Oliver Thomas; css-managers@mit.edu Managers; Elaine Elizabeth Aufiero; Patricia Sheppard
Subject: Re: CSS Q2 Report Draft
Hi Rob,
A few quick corrections to the Athena and printing metrics:
- In the summary, the total number of Athena workstations is 1472 (not 2434). In the table, the number of Personal/DLC-owned Workstations is 1113. Jon had sent a correction back in early January that didn't make it into the final version.
- Can we take out the "A relatively large" in "A relatively large 14% of total Athena logins..."? They're actually 12% of all of our publicly deployed machines (cluster + quickstations) so 14% of logins on them is pretty normal, especially since they encourage higher throughput (of users).
- Can we replace "Cluster Workstations" in the table with "Student Computing Labs"? It seems like we're moving to that more generic terminology in the president's report, so might as well keep it consistent. The fact that they're Athena workstations is covered by the column heading.
It looks like the utilization data didn't make it in the QR, which is okay, but Jon asked me to follow up to see if it was a formatting issue (no graphs allowed) or if there was some other reason.
Thanks!
Oliver
–
Oliver Thomas
Information Services and Technology
Massachusetts Institute of Technology
+1 617 253 9682
+1 617 835 9682 /m
othomas@mit.edu
On Jan 12, 2010, at 2:25 PM, Patricia Sheppard wrote:
Hi all,
As discussed in our meeting earlier today, we have some time to review and revise our Q2 report before submitting to Marilyn’s office. Attached is the first draft from which to work from. The narrative has been heavily edited to accommodate space restrictions, and the teams have been pulled out and accomplishments listed by service. Also, new metrics are being piloted, and we will need to do some editing in either the analysis or particular metrics we report as well to reduce it to two pages.
Ideally, we would like to have your feedback by this Friday (Monday at the latest). Please note what you think is missing in your feedback to Elaine, Rob and I - we want to make sure we are representing all the great work that is happening across CSS and IS&T. Thanks so much!
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179 http://ist.mit.edu.ezproxyberklee.flo.org
<CSS FY2010 Q2 Draft.docx>
Summary of Strategic Metrics
CSS maintained high levels of call center performance in Q2, with Client Satisfaction only slightly below its 4.5 goal, and Abandon Rate well below its goal of 10%.
Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. Telephone Analog and ISDN orders are high from requests to remove such phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. Adding User Accounts to the pool for the first time greatly increased volume in the Accounts topic and contributed to the 35% increase in Email tickets, otherwise caused by Exchange-related tickets created in the Call Center. The Backup topic was impacted by the annual cleanup of mostly inactive TSM accounts. Two other lower volume topics – Security and Services – showed large % increases related to phishing and malware, and increased use services like wikis, respectively. Business tickets are down by nearly half compared to a year ago, and Hardware tickets down by 22%. In those areas, newer hardware and easier-to-use software have a positive impact on our clients’ computing environment.
As a consequence of adding User Accounts, Service Desk ticket volume nearly doubled over last year. Over 8300 total tickets, or 126 tickets per day, were created by more than 4700 unique IDs in a roughly 3:2 ratio of employees to students.
Training offered 14% more classes and attracted 8% more attendees than a year ago. A third of the training taken in Q2 was about Exchange. Attendees are pleased with their training, as client satisfaction scores remain high.
Accessibility delivered 39% more Adaptive Technology consultations to the community, and showed the same increase in student users of the 24x7 lab. Software Usability consultations nearly doubled over last year as well.
DDM’s Preventative Maintenance visits and Desktop Deployments have surged over last quarter even as DDM looks to revamp the program later in the year. Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. DCAD shows sustained gains in the SLA business, while new projects are down compared to a year ago but rising steadily in the last three cycles. The DS PLUS reporting is new this quarter and shows a 42% increase over last year in activities related to supporting its 72 client individuals.
Athena and Printing metrics are new this quarter. Athena Workstations by Type reveals that 76% of the 1472 known Athena installations are not in our public Student Computing Labs but are privately owned or in DLCs. Our 8 dialup servers account for 28% of total logins, likely from Windows and Macintosh machines running terminal software and an X client. The 27 public Athena printers seem heavily used at over 91000 pages per quarter altogether, but 55% of the pages printed were in paper-saving duplex mode.
Finally, DMCA notices were in a year-long decline until Q2, now up 100% over Q1 and 57% over Q2 of FY2009.
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Steve Winig's email note regarding the Metrics contribution that was submitted by Rob Smyser.
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