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Richland County School District One Columbia, South Carolina Information Technology Department Key Performance Indicators. Key Performance Indicators.

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Key Performance Indicators

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Richland County School District OneColumbia, South CarolinaInformation Technology DepartmentKey Performance Indicators

Key Performance Indicators

A performance indicator or key performance indicator (KPI) is a measure of performance.[1] Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organizational goals[2]. KPIs can be specified by answering the question, "What is really important to different stakeholders?". KPIs may be monitored using Business Intelligence techniques to assess the present state of the business and to assist in prescribing a course of action. The act of monitoring KPIs in real-time is known as business activity monitoring (BAM). KPIs are frequently used to "value" difficult to measure activities such as the benefits of leadership development, engagement, service, and satisfaction. KPIs are typically tied to an organization's strategy using concepts or techniques such as the Balanced Scorecard).


Key Performance Indicators

  • Examined district strategic plan

  • Prepared long range technology plan

  • Analyzed work orders from previous year

Key Performance Indicators

  • Leading Indicator - # of Work Orders Submitted

  • Trailing Indicators

    • Response Time - time between the creation of a work order and the first response by a Customer Service Representative (CSR) to the customer

    • Resolution Time - time between the creation of a work order its resolution defined as the last time the work order transitions from an open to a solved status

  • Projects

Leading IndicatorNumber of Work Orders Submitted

  • Prevent problems from occurring; therefore no work order submitted

  • Tracked daily via our Help Desk software (Parature)

  • Measured monthly and compared to previous year

  • Monthly goals set

Work Order Categories2008-09

  • Log In Issues – 23%

  • Printing – 13%

  • SASI – 11%

  • Hardware (Undefined) – 11%

  • Software (Undefined) – 9%

Work Order Goals

Work Orders SubmittedJun 2008 – Sep 2009

Trailing Indicators How Fast Do We Resolve the Problem?

  • Two indicators

    • Response Time – Time between the creation of the work order and the first response by a Customer Service Representative

    • Resolution Time - Time between the creation of the work order and the resolution (time between creation and when work order transitions from an open to a closed status)

  • Measured monthly and compared to previous year

  • Monthly goals set

Work Orders ClosedJun 2008 – Sep 2009

Work Order BacklogJun 2008 – Sep 2009

Work Order TrendsJun 2008 – Sep 2009

Average Response TimeJun 2008 – Sep 2009

Average Resolution TimeJun 2008 – Sep 2009

Daily Data Review

  • Analyze Daily Work Orders Submitted, Closed, Backlog, etc. using Excel Pivot Tables

  • “Slice and dice” data to identify trends and daily issues

  • Allocate Team Leaders and Rapid Response Team for next day

Daily Data Review


  • Project Management (PM) training needed

    • Proper PM principles not followed

    • Project Manager not trained in PM principles

  • Developed a PM training program

    • Project Management Institute (PMI) certified position created

    • PM methodology developed

    • Formal project documents produced

      • Charter

      • Excel Spreadsheet

      • “4 Box”

  • Project status briefed bi-weekly

RCSD1 PM Methodology


  • Components

    • Phases

    • Decision points

    • Gate Reviews

    • Project Manager Assignment

    • PM Deliverables

    • Ownership

    • Templates & Status Reporting Documents





Bi-Weekly Project Update

Table Activities

  • Using the Excel software (Pivot Tables) and data from Oct 5th

    • Analyze open work orders by school, summary, etc.

    • Determine critical schools and summaries

    • Allocate a three person Rapid Response Team (RRT) for the next day


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