This presentation looks at the challenges around all the information technology staff sift through daily (or don’t as the case may be.) Judson ISD wanted to better track what it was doing and how it was doing, so we developed a web application KPI Dashboard to help our staff and customers see how our services and our staff are performing.

1. How Judson ISD Implemented
and Tracks IT Metrics & Key
Performance Indicators
Texas K-12 CTO Clinic, Austin TX
June 19th & 20th, 2013
Steve Young
CTO, Judson ISD

3. Key Definitions
 Metric
 Definition: a standard of
measurement
Examples
 Bandwidth available
 Bandwidth utilized
 IT cost per student
 Key Performance Indicator (KPI)
 Definition: A set of quantifiable measures that a company or
industry uses to gauge or compare performance in terms of
meeting their strategic and operational goals. KPIs vary between
companies and industries, depending on their priorities or
performance criteria. Also referred to as "key success indicators
(KSI)".
 KPIs may be different in every organization – and organizational
KPIs may be different than department KPIs

4. Issues at JISD (and many IT departments)
• Many IT staff were not aware of data around areas they
supported
• If asked, they could not always elaborate on how their
area looked
• This means they often could not identify, trends, issues, or
problems
• Sometimes data in someone’s silo is useful to other
personnel
• Need for increased focus on interacting with users and
measuring the quality of this service
• Primarily centered on our help desk

5. Examples
Before KPI….
Q: How many guests are we seeing on the wireless networks
at the high schools?
A: I don’t know – we can’t identify this easily
Q: What is the trend in our help desk tickets and our ability
to service help desk tickets?
A: There are a lot open……

6. Goals
 Create an easy to understand visual
representation of metrics and KPIs
 Make it very simple for staff to update
data from their silos
 Integrate/automate data analysis from
a few key systems
 Share this data publicly to let staff (IT & others) know this
is important and to help drive data understanding and
improvement
 Not to make IT staff mini data clerks and not to turn them
into data analysts
 Help spark an interest in the data and start conversations
about it

7. What We Did
 We developed a ColdFusion web application that allows
employees to quickly enter in metrics from their silo
 Data is displayed in a rotating slide format on web page
 Most data is historically displayed for identifying trends or
patterns
 IT staff can pull this up on their desktop at any time
 But the main way to increase visibility was to place the
rotating slide display on a large digital sign in a public
area of our IT department
 Staff see it several times a day
 Customers see it when they visit
 Vendors and suppliers see it
 Key IT staff brainstormed metrics that were considered
for tracking

8. Example Screen

9. Example Screen

10. Customer Focus KPIs
Current KPIs For Customer
Focus (from 1 to 5, 1 low)
Target Data Source
Person or Auto
Where to Check What are we
looking for?
Responsible
Parties
Staff Courtesy &
Professionalism
4.50 (90%) Auto Help Desk Stats
App
Happy
Customers,
trends
Tech Staff
Staff Understanding of
Problem
4.50 (90%) Auto Help Desk Stats
App
Happy
Customers,
trends
Tech Staff
Customer Rating of
Response Time
4.50 (90%) Auto Help Desk Stats
App
Happy
Customers,
trends
Tech Staff
Customer Rating of
Technician Quality
4.50 (90%) Auto Help Desk Stats
App
Happy
Customers,
trends
Tech Staff
Customer Overall
Experience
4.50 (90%) Auto Help Desk Stats
App
Happy
Customers,
trends
Tech Staff

11. Current Process & System Effectiveness Metrics/KPIs
Cycle Time Avg for All
Tickets (Weekly)
24
hours
Auto Eduphoria MySQL Shortest cycle time possible Tech Staff
# Tickets Opened
(Weekly)
Dir Desktop Eduphoria MySQL Closed to be higher than open,
trending up of open tickets /
compare to cycle time
Tech Staff
# Tickets Closed
(Weekly)
Dir Desktop Eduphoria MySQL Closed to be higher than open,
trending up of open tickets /
compare to cycle time
Tech Staff
SMTP Server (Monthly)
availability
99% Auto Binary Canary API Uptime, service problems Sen Sys Admin
MyJISD Portal (Monthly)
Availability
99% Auto Binary Canary API Uptime, service problems Webmaster
Citrix (Monthly)
Availability
99% Auto Binary Canary API Uptime, service problems Dsk Svcs Lead
Daily Peak Bandwidth
Usage, Daily Avg Peak
<280 Sys Admin LightSpeed Available bandwidth, peaks Dir Network
# of Unplanned Network
Outages Per Week
# Help Desk Log issues in Tech
Priv Wiki
Recurring & Preventable Issues Dir Network
# of Unplanned
App/Server Outages Per
Week
# Help Desk Log issues in Tech
Priv Wiki
Recurring & Preventable Issues Dir Network

12. Current Process & System Effectiveness Metrics/KPIs
All Scheduled Backups
Run Successfully in
(WEEKLY)
100% Net Admin HP Data
Protect/Unitrends
100% Success Dir
Network
% Of Systems with latest
A/V Signatures
50% Dsk Svcs Lead Sunbelt VIPRE
Console
Too low means machines
unprotected
Dir
Desktop
# Infected Computers
(WEEKLY)
# Dsk Svcs Lead Sunbelt VIPRE
Console
Trends indicating infection
issues
Dir
Desktop
SSRPM Weekly
Efficiency (SSRPM
Resets / ( SSRPM resets
+ help desk resets) ) X
100
100 is
high -
Target
75% (.75)
– convert
to Percent
Net Admin SSRPM self-reset
report and
Eduphoria tickets
for AD password
resets
We want user being able to
reset their own passwords
– 75% indicates they are
doing so. This means less
down time and help desk
calls.
Dir
Desktop,
Tech Staff
PEIMS Data Score %
Student Data Correct
(Certify) (Nightly)
95% Dir Data Svcs Email / Certica Site Low #’s indicate data clerk
errors
PEIMS
Staff
PEIMS Discipline %
Correct (Certify) (Nightly)
90% Dir Data Svcs Email / Certica Site Low #’s Could Indicate
Data Clerk Errors or AP
errors
Campus
Admins
% Cameras Security
Cameras Operational
(Daily)
100% Spec Sys Admin VideoInsight
Software
High % up – spot issues
with systems or DVRs
Dir
Network
Judson ISD Connect
Application Installs
Programmer Conduit Mobile Increased app installs Dev Svcs
Team

13. % of Traditional Campuses
Making >1 Outreach Call Per
Month
CTO Blackboard Connect Campus to home communication
by all traditional campuses
Principals/
Asst Supt
% Of Students Being Tracked
in Parent Center
Auto SQL Cluster /
ParentCenter
Increased access through the yearPrincipals/
Asst Supt
# Guests per SSID level
(weekly)
Engineer Cisco Prime To measure BYOD adoption – look
for increasing – low may indicate
technical or admin problem
Dir Network
/ Principals
# Web Site Visits Webmaster Google Analyt API Look at traffic volume and how
servers are handling
Webmaster
# Intranet Visits Webmaster Google Analyt API Look at traffic volume and how
servers are handling. Looking to
increase visits by staff month over
month
Webmaster
eForms Campus Forms Usage
& Savings
Auto Eduphoria MySQL Look to see campuses lagging in
adoption. Looking for 4 digit form
usage per month and for large
savings $$
App
Coordinator,
Principals
Dept sponsored eForms Forms
Usage & Savings
Auto Eduphoria MySQL Looking for >1000 forms a month
and for large savings $$
App
Coordinator,
Principals
SPAM Percentage (weekly) Sys Admin Lightspeed Looking to gauge Spam load on
servers
Sys Admin
Incoming email (WEEKLY) Sen Sys Admin Exchange Should see normal load week to
week. Drop may indicate system
or config issue
Sen Sys
Admin
Current Process & System Effectiveness Metrics/KPIs

14. Demo
http://www.judsonisd.org/apps/kpi/index.cfm

15. Impact So Far
• There is more awareness about
data
• Staff can better verbalize their
numbers
• There is more cross function awareness
• Increased focus on customer service
• There has been a small increase in this number through the year
• Worst ratings are on cycle time
• Good discussions have occurred in front of our “water
cooler” KPI sign
• Shows customers we care about data about hopefully
shows we care about them

16. Possible Future Changes
• More automated data pulls
• More district strategic KPIs
• Ability for other departments to track and monitor
metrics important to them
• GUI front end for setting up new metrics

17. Help Desk Phone Calls # Successful Help Desk % Calls Failed
Judson ISD Connect Application Page Views
SQL Cluster (TIME FRAME) Availability
Annual IT Staff Retention Rate eSchoolPlus (TIME FRAME) Availability
IT Cost Per Student (Annual) / Per Staff FinancePlus (TIME FRAME) Availability
% of Campuses w/ >0 News & Events on
Internet
Eduphoria! (TIME FRAME) Availability
Schoolworld website % by campus Phone System (TIME FRAME) Availability
MyJISD daily logins - student and teacher UMRA Student & Employee AD Account
Automation %
Lync Chat Volume % of Campus Uptime (just record down time
and calc) per campus
Lync Meeting Volume
Possible Future Metrics/KPIs

18. Other Data – External Benchmarks
• Data to compare IT to other districts can be difficult to
obtain
• Often it is limited to older PEIMS data
• Several Texas and Colorado districts participated in a
comparative benchmarking program from
www.Benchmark4Excellence.org
• It is an annual offering with a deep set of data to help see
how your organization compares to peers.
• Rather than internal metrics – this focuses on Benchmarks
to compare your organization with others around key data
elements
• Contact Rick Imig – 281-910-0113,
Rick@Benchmark4Excellence.org

20. How External Benchmarking Helps
• The study let me know if an area is on target or way off
the mark compared to peers:
• Studies key IT salaries
• Studies staff allocation to key IT areas
• Much of the data is normalized for cost of living and normalized
across 25,000 students
• The study also compares self assessments on how
districts are making progress in key areas in curriculum,
maintenance, transportation and other areas:
• These are great discussion starters to share with other district
leaders.

21. Discussion & Closing
• Is this really useful?
• How would you share this with customers?
• Should or would they care?
• How could this be made better?
• What are some things that we should and can measure?
• What would be awesome to measure?
• How should this be shared with senior leadership?
• Do they care about this data?
• Contact: Steve Young
• syoung@judsonisd.org