Copyright Aaron Rothberg 2005

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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 CollegePart of the university system of NH400 Faculty, 300 Staff, 5000 students

(2250 on-campus)IT Budget of ~5M (projected for 2005)5% of college budget30 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

Appropriate

Useless

Useful

Inappropriate

Smack the printer

Anti-Smacker

Smack the printer

Appropriate

Useless

Useful

Inappropriate

New Printer

Anger Management

Time to Resolution

Appropriate

Useless

Useful

Inappropriate

10% bonus to move calls out of queue <7 days

Time to Resolution

Appropriate

Useless

Useful

Inappropriate

Compare resolution time to previous quarter

Metrics: Science and Art

Metrics: Science and Art

Customer Feedback

3 negative

1 positive

1300 Trouble Tickets

Metrics: Science and Art

Hard Soft

system uptime network uptime?

# of customers satisfied customers?

intercepted spam more productive users?

# of MECs faculty more effective?

Metrics: Science

Metrics: Infrastructure

2000 2004

Bandwidth 8 Mb 26 Mb +225%

Cat 5/6 in ResHalls 15% 20% +33%

Cat 5/6 in Admin/Academic 62% 81% +30%

Active data ports ? 4100

Media Enhanced Classrooms 6 54 +800%

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%

Metrics: Services

2000 2004

Circulation – library laptops 405 14,405 +3456%

Course sections using Blackboard 0 253

Fac attend Blackboard training 55 123 +123%

Faculty (unique) accessing BB 0 110

Tuition payments via web (#/$$) 0/0 76/$188,000

Course registration via web ? 70%

MyKSC pages hits (avg/yr) 1.21M ( 0.63M 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: $61 (expenses/tickets)

Helpdesk business hour: $169 (expenses/hours)

CableTV: $6/mo

Phone line: $13/mo

Network jack: $14/mo

ChargeBack

Customer Service: Science

Efficient

Peer comparison

Communicate to college

Effective

Customer Service: Art

20002010

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