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 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | Maintain or improve results | TBD |
2 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Percentage of customers satisfied with response time for inquiries. | TBD | Increase percentage of new customers. | TBD |
3 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | Increase percentage of users trained. | TBD |
4 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | 99% | Maintain or improve percentage of availability by 1%. | 99% |
5 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Number of business area users | 13,722 FY 05 registered business area users. | Increase number of business area users by 100 users. | 14,122 |
6 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | 99% responded to within 8 work-hours | Maintain or improve results by 1% | 100 % of calls are responded to immediately. |
7 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied | 99% | Zero base Help-Desk dissatisfaction | 99% |
8 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Training | Number of staff trained by skill or competency area | 638 NIH staff members trained in FY 2006 | Increase number of users trained | 725 NIH staff members trained in various nVision Data Warehouse Business Areas as of 08/15/07 |
9 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | Calls and emails are responded to immediately. | Maintain or improve 3-hour response time | Improved |
10 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | 10,842 views | Maintain or improve views by 100 views. | 332,367 hits (views) in FY 2006 |
11 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | 163 views | Maintain or improve views by 100. | 459 hits (views) in FY 06. |
12 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | 10,842 views | Maintain or improve views by 100. | 357,475 hits (views) in FY 07, as of 08/15/07 |
13 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | 163 views | Maintain or increase views by 100. | 19,698 hits (views) in FY 07, as of 08/15/07 |
14 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | 99% | Maintain or increase satisfaction by 1%. | 99% |
15 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Percentage of customers satisfied with response time for inquiries. | 100% | Maintain or increase baseline by 1%. | 100% |
16 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
17 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
18 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
19 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
20 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
21 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
22 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
23 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
24 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
25 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
26 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
27 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
28 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
29 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
30 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
31 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
32 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
33 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
34 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
35 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
36 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
37 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |