Performance Metrics
Strategic Projects |
In Progress: 10Projects Completed: 34 |
Dashboards |
Services: Operational status of mission critical services.Outages: Log of planned and unplanned outages. |
IT by Numbers: KPIs and Trends
|
KPI |
2010-2011 |
2011-2012 |
|
|---|---|---|---|
|
# of staffs (Alpine+RGC+Ellucian) |
28 |
23 |
|
|
# of projects in progress |
2 |
11 |
|
|
# of projects competed on time and within budget |
NA |
31 |
|
|
Response time to customer |
days - weeks |
hours - days |
|
|
Website management |
Centrally managed (Proprietary) |
Customer empowered (Open-source) |
|
|
Banner utilization (approx.) |
20-30% |
60-70% |
|
|
ROI and Savings (approx.) |
NA |
$150,000+ |
|
|
Mailbox size/Email |
100MB |
2048MB |
|
|
Stability and availability of the network |
80% |
99.99% |
|
|
Stability and availability of phones (Internal) |
80% |
99.99% |
|
|
Customer complaints |
High |
Low (97% resolution rate) |
|
|
Dashboards, Metrics and Service Level Agreements |
NA |
10+ |
|
|
Bandwidth to the Internet |
44Mbps |
150 Mbps |
|
|
Virtualization (servers) |
15 |
57 |
|
|
Wireless Arrays |
35 |
56 |
|
|
Organization and staffing |
Outsourced |
Insourced |
|
|
Emergency Notification System |
48 |
3100+ |
|
