FY10 Q2
Oliver Thomas's email reply to Robert Smyser's email listed below (dated 1/21//2010)
Thanks Rob! Taking the summary sentence about Quickstations out is fine.
Cheers,
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 21, 2010, at 10:16 AM, Robert W Smyser wrote:
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.
...
+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
617-253-3179http://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.
...
_________________________________
Steve Winig's email note regarding the Metrics contribution that was submitted by Rob Smyser.
Certainly in my area, both comparisons are relevant and potentially provide different information.
...