Progress Card - Services Overview
| Click to expand each topic. | |||||
| 1. Support Center | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| % Resolved on Arrival | |||||
| % Resolved in 24 hours | began FY 2013 | began FY 2013 | began FY 2013 | 88.2% | 96.8% |
| % Resolved via Self-Service | began FY2013 | began FY2013 | began FY2013 | began FY2013 | 87% |
| % of Customer Rating Support Experience (Great or Good) | 93% | 84% | |||
| Call abandonment rate | 20% | ||||
| 2. Network Operations (Schexneider/Farooq) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Network Availability - CORE | N/A | N/A | N/A | N/A | 99.98% |
| Network Availability - Distribution | N/A | N/A | N/A | N/A | 98.65% |
| Network Availability - Access | N/A | N/A | N/A | N/A | 95.95% |
| Hours to complete a repair case | |||||
| % of Customer Rating WO/Repair (Great or Good) | |||||
| Average Age of Network Infrastructure | N/A | N/A | N/A | N/A | 6 |
| Average Download Speed of Wired Network (*) Goal=TBD | 92.97 | ||||
| 3. Media and Security Systems (Ackles) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| % Unimpaired classes | |||||
| IPTV Availability [Goal is 99.9%)' | |||||
| Number of Class Hours Broadcast (COMPAIRSON) | |||||
| % Video Camera Availability | |||||
| % Security/Life Safety System Repairs (Cameras, Alarms, Emergency Phones, Elevator Phone) Resolved in 8 hours | |||||
| 4. Classroom Technologies (Troung) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| % of classrooms that meet baseline technology standards | |||||
| % of deliveries on-time [Goal=100%] | |||||
| % of training request filled within 24 hours [Goal=100%] | |||||
| % of repairs within 24 hours [Goal=99%] | |||||
| Number of Equipment Delivery Requests [Goal=0] | |||||
| % of unimpaired classes | |||||
| % of faculty using multi-media technologies | |||||
| % of Customers Rating Classroom Technology Survey and Tools (Good or Great) | |||||
| 5. Streaming Media Technologies (Booth/Trippel) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Hours of Streaming Media Viewed (COMPARISON) | 1,508 | ||||
| % of sections using lecture capture | |||||
| Streaming Media Systems Availability [Goal=99.99%] | 99.9% | ||||
| % of Video Productions meeting delivery deadline | 97% | ||||
| 6. E-Comm Technologies (Rosanes/Trippel) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| % of Faculty/Staff/Student cell numbers in EOC system [Goal=70%] | 71.8% | ||||
| Number of faculty/staff without Email Destination [Goal=0] | 0 | ||||
| Number of email bounces [Goal=0] | 601 | ||||
| 7. Web Technology - Business Solutions (Birkline) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| AccessUH Adoption (% of total users) | N/A | N/A | N/A | 8,065 | 13,643 |
| Availability of AccessUH (Goal=99%) | N/A | N/A | N/A | 100% | 100% |
| % of Customer Satisfaction on Web Development Projects (Good or Great) | N/A | N/A | N/A | N/A | N/A |
| 8. Web Technology (Trippel) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Availability of Central Web Server [Goal=99.99] | N/A | N/A | N/A (being calculated) | 100% | |
| % of UH web pages using CMS [Goal=100%] | determining calculation | ||||
| 9. Wi-Fi (Barrantes) | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| % of classrooms with full capacity Wi-Fi | N/A | N/A | N/A | 0.24% | 0.65% |
| % of users using High-Speed Wi-Fi Network | N/A | N/A | N/A | 0.24% | 0.55% |
| % of customers rating Wi-Fi service as Good or Great | N/A | N/A | N/A | N/A | 0.96% |
| Average download speed of High-Speed Wi-Fi network [Target=5mbps] | N/A | N/A | N/A | 12 | 17.86 |
| Average Unique Devices per Day (COMPARISON) | N/A | N/A | N/A | 38,565 | 39,930 |
| Wi-Fi Service Availability [Goal 99.9%] | N/A | N/A | N/A | 0.999% | 0.999% |
| 10. Service Delivery | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Number of Infrastructure Services Affecting Events | 38 | 71 | 178 | 161 | |
| Number of Services Affecting Events with Impact 11 | 4 | 5 | 9 | 25 | |
| Network Service Orders (MTTC/Hours) | N/A | N/A | N/A | N/A | |
| Network Repair Orders (MTTR/Hours) | 68 | 76 |
N/A |
123.06 | |
| Support Ticket Completion (MTTR/Hours) - Direct Customer Contact | Began FY2013 | Began FY2013 | Began FY2013 | 316.28 | 3.95 |
| Support Ticket Completion (MTTR/Hours) - Indirect Customer Contact | 27.09 | ||||
| Support Tickets Resolved on Arrival (%) - Direct Customer Contact | began FY2013 | began FY2013 | began FY2013 | 84.49% | 93.5% |
| Support Tickets Resolved on Arrival (%) Indirect Customer Contact | began FY2013 | began FY2013 | began FY2013 | 7.77% | 18.19% |
| % Resolved in 24 hours - Indirect Customer Contact | began FY2013 | began FY2013 | began FY2013 | 82.25% | 82.26% |
| % VOIP deployed (*) | |||||
| 11. Security | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Number of Information Security Events | 514 | 724 | 152 | 111 | In Dev |
| Number of Level 1 Data Breaches | N/A | N/A | N/A | 2 | 0 |
| Percentage of VLANs Scanned | 68% | ||||
| 12. Network Services | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Wired Speed Test Results (mbps) | N/A | N/A | N/A | 100 | |
| Wireless Speed Test Results (mbps) | N/A | N/A | N/A | 12.32 | 11.3 |
| % of campus buildings with Wireless Network Access | 81% | 98% | 100% | 100% | 100% |
| Capacity of Off-Network Connectivity (I1, I2, partners) in GigaBitsPerSecond | 20.615 | 22 | 23 | 33 | 33 |
| % of Telephones converted to VOIP | 10% | 15% | 20% | 30% | 10% |
| 13. Business Applications | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Finance System (PeopleSoft/Oracle) Availability | 99.87% | 98% | 99.95% | ||
| Student/HR System (PeopleSoft/Oracle) Availability | 99.81% | 100% | 99.83% | ||
| Online Services to Students (My.UH) - Student Satisfaction Survey | N/A | 85.40% | N/A | n/a | |
| Email Performance | In Dev | In Dev | In Dev | In Dev | |
| 14. Research | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Number of Researchers using High Productivity Resources | N/A | N/A | 44 | 50 | |
| Number of Researchers using the RCC | N/A | N/A | 51 | 62 | 43 |
| Number of Tflops on Campus | 32.23 | 37.67 | 45.37 | 58.92 | 58.92 |
| 15. Overall Grade of Technology at UH | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Student Survey | N/A | 80.70% | N/A | Survey in progress | |
| Faculty Survey | N/A | N/A | N/A | Survey in development | |
| Staff Survey | N/A | N/A | N/A | Survey in development | |
| 16. Classroom Technology | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Infrastructure (% rooms w/ infrastructure) | N/A | N/A | N/A | 91.6% | |
| Adoption | N/A | N/A | N/A | ||
| Faculty Satisfaction | N/A | N/A | N/A | N/A | |
| 17. Learning Management System | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| % of UH Courses Active with More than a Shell Site | In Dev | In Dev | In Dev | 44.47% | |
| Learning Management System Availability | 99.97% | In Dev | In Dev | 100% | |
| 18. UHS Shared Services | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| $ of Shared IT services from across UHS | $10,919,325 | $13,789,114 | $13,789,114 | $11,070,527 | |
| 19. Business Services | |||||
| Category or Metric |
2009 Actual |
2010 Actual |
2011 Actual |
2012 Actual |
2013 YTD |
| Cost Savings |
$1,198,892 |
$2,046,628 |
$2,234,756 |
$3,441,045 |
$127,000 |