Background
In May 2009, the reorganization of CSS lead to a revamping of responsibility for process measures, namely to export more of the responsibility for collection to the relevant manageriate, as well as more belief in their meaning. This forces a renewed attention to documenting the tools and processes used in collection and analysis, as well as a reconsideration of what exactly is getting collected and reported. The Help Desk is first.
Near-Term Goals for Help Desk Metrics and Reporting
- increase local responsibility for the act of measuring. (Rob practices letting go; Barbara Johnson takes more responsibility; both work more collaboratively.)
- increase local ownership of the meaning of the numbers.
Components of how this will look...
- Position the collection and reporting tools for easier collaboration.
Rob's laptop now owns all the files; yes, backups are made. A shared filesystem would be a better idea -- the Help Desk does not run a fileserver, Barb G says, so we'll rely on AFS until they do. Quota is a concern. - Switch from RT-export to Warehouse-export for dashboards and for monthly case-analysis.
Resolve to just live with the reduced reporting capability for certain variables, and enjoy the enhanced reporting of certain others (that the help desk arguably would find more useful anyway). - Document / Diagram the locations, paths and processes where data is generated, recorded, reported.
Draw arrows and make labels. - Play out the Measures Architecture model for all the variables reported on.
Help Desk Measures Inventory will help us here. Let it document what the Warehouse report can do for us.
Goals
By the end of FY10 Q1 (end of August 2009) a new help desk metrics engine will be driven by the RT-to-Warehouse reporting path, will be well-documented and broadly shared with Help Desk staff, and perhaps largely operated by Help Desk staff.