Row | Fiscal Year | Strategic Goal Supported | Measurement Area | Measurement Grouping | Measurement Indicator | Baseline | Planned Improvement to the Baseline | Actual Results |
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1 | 2005 | Effective Management of Human Capital/Information Technology/Resources | Technology | Operations and Maintenance Costs | IT Infrastructure maintenance cost | Current cost of infrastructure maintenance | 10% reduction in cost of infrastructure maintenance | 5% cost reduction |
2 | 2005 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Efficiency | Hours per day that products and services are available | Most distributed support organizations provided service 12 hours/day, 5 days/week | Critical systems available 24 x 7 | Critical systems available 24 X 7 |
3 | 2005 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Availability | Hours per day that products and services are available | Most distributed support organizations provided service 12 hours/day, 5 days/week | Tier 1 Help desk support available 24 x 7 | Tier 1 Help desk support available 24 X 7 |
4 | 2005 | Effective Management of Human Capital/Information Technology/Resources | Technology | Operations and Maintenance Costs | Number of servers | Current number of servers (>700) | 10% reduction in servers (more efficient use of resources in addition to maintenance cost reduction) | 2.5% reduction in servers |
5 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Technology | Licensing Costs | % reduction in cost of enterprise-wide software licensing | Current cost of enterprise supported software licensing | 10% reduction in licensing costs through economies of scale | 10% reduction in licensing costs |
6 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | Average time between request and fulfillment | Desktop support calls handled in 6 or more hours, on average | Desktop support calls closed with first Help Desk contact, where possible | 72% are closed with first Help Desk contact. For those requiring deskside support, 96% are closed within 6 hours |
7 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Number of professional development courses per year taken by technical staff | No current requirement for continuing professional development | One course per year for all technical staff | 65% technical staff have attended training. |
8 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Number of Documented Processes | Current Number of documented processes | 100% of processes are documented as they are developed and standardized | 90% of processes are documented as they are developed and standardized. |
9 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Technology | Improvement | % reduction in cost due to improved efficiencies | Current service plans for Blackberry. | Better management of service plans will reduce overall costs by 10%. | Overall costs reduced by 26% |
10 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within two minutes | 90% of calls in < 2 minutes | 92% of calls in < 2 minutes | 95% of calls were answered in < 2 minutes |
11 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Efficiency | % of time servers are available | 89% of time servers are available | 90% of time servers are available | 95% server availability |
12 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.6 | 4.8 |
13 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % of Availability | 97% availability Blackberry Messaging Service | 98% availability of Blackberry services (outside of vendor failure or maintenance) | TBD |
14 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within two minutes | 92% of calls in < 2 minutes | 94% of calls in < 2 minutes | TBD |
15 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Efficiency | % of time servers are available | 90% of time servers are available | 90% of time servers are available | TBD |
16 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.65 | TBD |
17 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % of Availability | 98% availability Blackberry Messaging Service | 99% availability of Blackberry services (outside of vendor failure or maintenance) | TBD |
18 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within two minutes | 94% of calls in < 2 minutes | 95% of calls in < 2 minutes | TBD |
19 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Efficiency | % of time servers are available | 90% of time servers are available | maintain 90% of time servers are available | TBD |
20 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.7 | TBD |
21 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % of Availability | 99% availability Blackberry Messaging Service | maintain 99% availability of Blackberry services (outside of vendor failure or maintenance) | TBD |
22 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within two minutes | 95% of calls in < 2 minutes | maintain 95% of calls in < 2 minutes | TBD |
23 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Efficiency | % of time servers are available | 90% of time servers are available | maintain 90% of time servers are available | TBD |
24 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.75 | TBD |
25 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % of Availability | 99% availability Blackberry Messaging Service | maintain 99% availability of Blackberry services (outside of vendor failure or maintenance) | TBD |
26 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within one minute | 95% of calls in < 2 minutes | maintain 95% of calls in < 2 minutes | TBD |
27 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Efficiency | % of time servers are available | 90% of time servers are available | maintain 90% of time servers are available | TBD |
28 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.8 | TBD |
29 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % of Availability | 99% availability Blackberry Messaging Service | maintain 99% availability of Blackberry services (outside of vendor failure or maintenance) | TBD |
30 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within one minute | 95% of calls in < 2 minutes | maintain 95% of calls in < 2 minutes | TBD |
31 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Productivity | % of time servers are available | 90% of time servers are available | maintain 90% of time servers are available | TBD |
32 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.8 | TBD |
33 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % of Availability | 99% availability Blackberry Messaging Service | maintain 99% availability of Blackberry services (outside of vendor failure or maintenance) | TBD |
34 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Response Time | % wait time to talk to Tier 1 level support within one minute | 95% of calls in < 2 minutes | maintain 95% of calls in < 2 minutes | TBD |
35 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Productivity | % of time servers are available | 90% of time servers are available | maintain 90% of time servers are available | TBD |
36 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Higher Education | Average rating of customer satisfaction with course material | 4.5 (scale of 1.0-5.0) | 4.8 | TBD |