Copyright Aaron Rothberg 2005 This work is the

Copyright Aaron Rothberg 2005 This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Metrics, Shmetrics: What Are They Good For? Aaron Rothberg Keene State College

Metrics, Shmetrics Defined and Applied Science or Art? Trends @ Keene State What next?

Keene State College State Public Liberal Arts College Part of the university system of NH 400 Faculty, 300 Staff, 5000 students (2250 on-campus) IT Budget of ~5 M (projected for 2005) 5% of college budget 30 full-time staff

Technology Environment HEAT MS SQL MS Exchange Banner SCT Blackboard Datatel MS Site License

Metric: Defined Pronunciation: 'me-trik 1 : a standard of measurement <no metric exists that can be applied directly to happiness -Scientific Monthly>

The Wall of Metrics

Metrics: Uses Cost Control/Growth Trend Analysis Resource Management Training Reward/Punishment Effectiveness Efficiencies

Metric Grid: Quality & Application Appropriate Useless Useful Inappropriate

Smack the printer Appropriate Useless Useful Anti-Smacker Inappropriate

Smack the printer Appropriate New Printer Anger Management Useless Useful Inappropriate

Time to Resolution Appropriate Useless Useful 10% bonus to move calls out of queue <7 days Inappropriate

Time to Resolution Appropriate Compare resolution time to previous quarter Useless Useful Inappropriate

Metrics: Science and Art

Metrics: Science and Art Customer Feedback 3 negative 1 positive 1300 Trouble Tickets

Metrics: Science and Art Hard system uptime # of customers intercepted spam # of MECs Soft network uptime? satisfied customers? more productive users? faculty more effective?

Metrics: Science

Metrics: Infrastructure 2000 2004 Bandwidth 8 Mb 26 Mb +225% Cat 5/6 in Res. Halls 15% 20% +33% Cat 5/6 in Admin/Academic 62% 81% +30% Active data ports ? 4100 Media Enhanced Classrooms 6 54 Shared drive in use Fac/Staff 0 20 Gb Printed pages main computer lab ? 380, 000 Workstations, Fac/Staff 572 627 +9. 62% Workstations, student lab 250 500 +100% Laptop, tenure-track 5% 50% +900% +800%

Metrics: Services 2000 Circulation – library laptops Course sections using Blackboard 405 2004 14, 405 0 253 Fac attend Blackboard training 55 123 Faculty (unique) accessing BB 0 110 Tuition payments via web (#/$$) Course registration via web 0/0 ? +3456% +123% 76/$188, 000 70% My. KSC pages hits (avg/yr) 1. 21 M ( 0. 63 M prev yr) +92% Viruses detected via email 150, 587 (23, 708 prev yr) +535% Helpdesk calls 9, 742 ( 8, 729 prev yr) +11. 6%

Metrics: Cost Analysis Helpdesk trouble ticket: Helpdesk business hour: $61 (expenses/tickets) $169 (expenses/hours) Cable. TV: Phone line: Network jack: Charge. Back $6/mo $13/mo $14/mo

Customer Service: Science Efficient Peer comparison Communicate to college Effective

Customer Service: Art 2000 2010 Customer needs change (business -> technology) Customer expectations change (more tools -> better, faster) Technology changes

10 years ago web doesn’t work today

Today Banner is slow Banner SCT VPN

Where are we at? Efficient • Hard metrics • 4 -year trends Peer comparison • COPLAC (Council of Public Liberal Arts Colleges) • EDUCAUSE Core Data Survey Communicate to college • Remove false perceptions Effective • • Softer Metrics Core competencies (Proj Mgt, Tech skills, Cust Serv) Work-flow review Documenting processes (best practices, process improvement)

Metrics, Shmetrics: What Are They Good For? Aaron Rothberg Keene State College