metrics and management oversight

Technology Services

Management Oversight Workshop

October 27, 2015

Defining Management Oversight

• The CRSS definition … ▫ The policies and processes used by a school board to

ensure the integrity and performance of the district’s major business and operational systems

• Board Policy BAA (Local) identifies the following systems… ▫ Transportation, ▫ Technology, ▫ Facilities Management, ▫ Construction, ▫ Finance/Purchasing, and ▫ Human Resources

Management Oversight

• The CRSS definition …

• The Board needs to know:

▫ Are students, employees and others safe?

▫ Are the district’s assets secure?

▫ Are the laws and policies followed?

▫ Does fairness prevail?

▫ Are major business systems effective and efficient?

Outline of Presentation

• Management Oversight

▫ Description of the Program

▫ System Integrity

▫ Performance Metrics

▫ Policy Recommendations

Program Description

• Purpose • Policies that govern technology • Organizational charts, number and type of

employees • Budget, costs and trends • Division Overview and Coverages

▫ Network Services ▫ Systems ▫ Computer Services (MIS) ▫ Instructional Technology Services ▫ Campus Support

• Major vendors and outline of contract terms

Purpose

Provide all students, parents and faculty with sound technology resources, enabling their educational growth and development.

“My ____________ has broken, all learning has stopped.”

Goals

• Provide all students with relevant learning opportunities by integrating technology within daily instruction needed to be successful in learning, life, and the workplace.

• Equip CSISD educators and support staff with the knowledge, skills, and classroom strategies to transform teaching and learning for all CSISD students

• Provide effective and efficient learning support for all CSISD students and staff.

• Increase the reach and capacity of CSISD’s infrastructure to provide a stable, secure and robust network to support teaching and learning.

Board Policies that Govern Technology

• AIA Accountability – Accreditation and Performance Indicators • AIB Accountability – Performance Reporting • AID Accountability – Federal Accountability Standards • BR Reports • CQ Technology Resources • CQA Technology Resources – District, Campus, and Classroom

Websites • CH Purchasing and Acquisition • CLA Buildings, Grounds, and Equipment Management – Security • CMD Equipment and Supplies Management – Instructional

Materials Care and Accounting • DG Employee Rights and Privileges • FL Students – Student Records • GKC Community Relations – Visitors to the Schools

Technology Staff

• 21 Full Time Employees • 4-8 Part Time Employees (Summer Interns) • Director for Technology – David Hutchison

▫ Director of Computer Services (MIS) Jacqueline Janacek

▫ Instructional Technology Coordinator Shannon Long

▫ Administrative Team (Network and Systems) ▫ Technician Coordinator

Missy Broyles

▫ Campus Technicians (8)

Technology Organizational Chart David Hutchison

Director of Technology

Systems

Jeff Lively

Systems Administrator

Jim Weinberg

Systems Administrator

Kelly Derrick

Systems Programmer

Tyler McDaniel

Jr. Systems Programmer

Network

Keith Slaughter

Network Coordinator

Brad Recek

Network Coordinator

Missy Broyles

Campus Technician Manager

Campus Technicians (8)

Shannon Long

Instructional Technology

Campus Technology Facilitators (18)

Jackie Janacek

Director of Computer Services (MIS)

Casey Neal Data Systems Analyst

Nicole Jeske

Administrative Assistant / Help Desk

Technology Budget Trends –

Last Three Years (6200-6400)

• 2012-13 ($1,077,407) • 2013-14 ($1,214,797) • 2014-15 ($1,622,577)

▫ Bandwidth Increase ▫ Edgenuity Expansion ▫ Systems Programmer Addition ▫ Campus Technician Addition

• 2013 Bond ($8,102,452) ▫ Safety and Security - $2,007,593 ▫ Technology - $6,094,859

Technology Department

Responsibilities

• Network Services

• Systems

• Computer Services (MIS)

• Instructional Technology

• Campus Based Support

If it plugs in, we probably support it.

Network Services

• Internet Access

• Remote Access

• Wide Area Network (WAN)

▫ Connectivity between campuses

• Local Area Network (LAN)

▫ Connectivity within a building or campus

• Wireless Network

▫ WiFi connectivity within a given campus.

• Security Cameras

• Audio Video Systems

• Communication Systems

▫ Public Address

Schedule Management

Speakers and Clock Management

▫ Telephones

District Wide and Campus Call Routing

Handsets

Fax

Voicemail

▫ Cable TV

Network Overview

• Redundant Fiber Optic Ring • All Campuses and Administration /

Operation Facilities • 10 Gbps • Partnership with City of College

Station and BVCNet

AMCHS

CSHS

AMCMS

SWV

SK

PC

FR

GP

SC

CH

RP

CV

CG

OW

CSMS

Timber

• Application Management • Server Management (Physical and Virtual) • Storage Area Network Services • File server applications

▫ File/Print Services ▫ Library Management Systems

• Document Management • Account Management • Google Management • E-Mail

Systems

Systems (Cont.)

• Mobile Device Management (iDevices) • Cloud Services • Licensing • Computer Imaging Systems • Internet content filtering • Antivirus • Custom Program Development – e.g. • Design, testing, integration and validation of

hardware / software for administration and faculty

Security Services

• Antivirus / Malware Services

• Firewall

• Content Filtering Services

• VPNs – Virtual Private Network

• VLANs – Virtual LAN

• Public vs. Private Addressing

• Shared Drives

• OS Updates and Patches

Internet Gateway

Network Switch

Firewall

Content Filter

Network Switch

DMZ

Applications

Internal

Applications

Computer Services (MIS)

• Student Information System ▫ Attendance ▫ Student Schedules ▫ Transcripts ▫ Report Cards ▫ Progress Reports

• Financial Information System • State and Federal Reporting • Data support for district departments - shared with

Systems Teams ▫ Import/Export for CN, SPED, Athletics (Rank One),

Library, Precoding for Testing, AESOP, Time Tracking, SchoolMessenger, HallPass, Eduphoria

• Google Apps for Education ▫ Training and troubleshooting

• Campus Technology Facilitators ▫ Coordinate, Facilitate and Train

• Eduphoria Support • eSchool

▫ Home Access Center ▫ Teacher Access Center ▫ Administrator Access

• Infosnap Online Registration • Communication

▫ District Wide Technology Issues Communication ▫ go.csisd.org ▫ Technology How-to Handouts

• Staff Development/Training ▫ District Wide Technology Training ▫ Plan and Manage Large District Training (e.g.: iPadathon, YOU MATTER)

• Additional Items ▫ Create, Maintain and Update all Curriculum Websites (ELA, Math, Science & Social Studies) ▫ Create, Maintain and Update all Curriculum online resource lists ▫ Create, Maintain, and Update CSISD Tools webpage

“Translate Teacher Talk to Tech Talk and Vice Versa!”

Instructional Technology

Campus Based Support (Techs)

• Device Maintenance and Troubleshooting

▫ Computer (Teacher, Student, Labs)

▫ Projectors

▫ Smartboards

▫ Audio Enhancement Systems

▫ Document Cameras

▫ Teacher provided accessories

• Software Install and Maintenance

• System Image Maintenance

Other

• Help Desk

• Research and Testing of new Hardware and Software

• Special Programs (e.g. Hour of Code)

• Construction / Renovation

System Integrity – Overall

• CSISD Technology is committed to fair and open practices for vendors and subcontractors

• We hold each other mutually accountable to a high standard of ethics in our department

• We are transparent in our processes and open and honest in our communications

Employee Hiring and Training

• Qualifications (Position Specific) ▫ Campus Based Technicians – A+ Certification,

Net+ ▫ Network Services – CCNA, CCNP Preferred ▫ Systems Services – MSCE, JavaScript, HTML Dev. ▫ Pay for Certification Program - $1,000 - $3,000

annual per certification

• Training ▫ On the Job Training – 2-3 months shadowing ▫ Industry Certifications – Position dependent

Salary Schedules

• Hourly Salary Schedule for newly hired technicians

Minimum Mid Max

Technician $14.62 $18.27 $21.92

Lead Technician

$17.54 $21.92 $26.31

Major Technology Vendors & Outline of

Contracts • Equipment and Services Equipment

▫ State and Local Contracts State of Texas DIR

Buyboard Cooperative Purchasing

PACE (Purchasing Association of Cooperative Entities)

▫ Request for Proposal and Request for Bids Major Equipment, Software and Services Purchases

• Sole Source Contracts (Examples) ▫ Sungard – eFinance and eSchool ▫ Follet – Library Software ▫ Hall Pass – School Visitor Management System

Major Vendors

• Hewlett Packard ▫ Network (WAN, LAN, WiFi) ▫ Server and Storage ▫ Computers

• Apple • Microsoft • Dell • Smart Technologies • Sungard (eFinance and eSchool) • Suddenlink - Internet

Computer Ages and Replacement

Schedules

• Target

▫ 5 years – Teacher Computers ▫ 5 years – Student Computers ▫ 3 years - CTE Computers

• Actuals ▫ 7-8 years – Teacher Computers (Pre-2013 Bond) ▫ 10 years – Student Computers (Pre-2013 Bond) ▫ 4-6 years – CTE Computers

* Utilize trickle down policy for all categories

• Reliant upon bond funds for replacement due to IMA shortages.

Information Safety and Protection

How do we protect information (student, financial, personnel, etc..)

• Data Breach Response Plan

• Unique ID’s instead of Social Security Number

• Content Filtering

• Antivirus / Malware

• OS Patches

• Login Timeout

Risks, Exposures and Legal Issues

• Employee recruitment and retention ▫ 29% technician turnover rate ▫ Part time employment (20 hours a week) ▫ 45 day average lag time to qualify new employees

• Security Breaches ▫ Student and Faculty Personal Information ▫ Payment Card Information ▫ Physical Breaches

• Meeting all TEA, FCC, and Federal ▫ TEA; route and cost reports; guidelines for eligibility ▫ FCC; CIPA Compliance, FERPA

Performance Metrics

• What measures do we use in Technology to determine how well we are doing?

▫ Develop Metrics

▫ Determine the Performance Targets

• Board input on the metrics

▫ Are these the correct metrics?

▫ Are the performance targets correct?

• Annual report on performance

Performance Metrics

• Measures fall into the standard categories

▫ Productivity

▫ Quality

▫ Timeliness

▫ Customer satisfaction

Performance Metrics - Productivity

• Number of work orders completed by staff per year

• Target – 90%

• Performance:

▫ Year No. of WO’s Total Closed (%)

▫ 2013-14 4511 (91.8%)

▫ 2014-15 5300 (92.2%)

▫ 2015-16 YTD 1184 (93.1%)

Technology Inventory – Campus

• Classroom Devices ▫ Computers – 7805 ▫ Smartboards – 1075 ▫ Projectors / Displays – 200+ Additional ▫ Redcats Audio Enhancement – 238 ▫ Apple iPads – 3043

• Support for teacher purchased devices • Printers / Copiers

▫ 55 Copiers ▫ 240+ Printers

Technology Inventory • Custom Web Applications - 10 • Systems Inventory (Hardware, Software and licensing)

▫ Servers Physical – 21 Virtual - 186

▫ Storage Area Network (SAN) - 4 ▫ Document Management ▫ Mobile Device Management

• Network Inventory ▫ Switches – 145 ▫ UPSs – 82 ▫ WiFi Access Points – 565

WiFi supports a daily average of 6500 BYOD devices in addition to district owned devices

• Telephones – 2155 (16 PBXs) • PA System – 16 Systems (Interconnected) • Security Camera Systems – 17 Systems – 585+ Cameras

Performance Metrics - Productivity • Technicians per Device Ratio

▫ TASB Recommandation 1 Tech per 750 Devices

• 2012-13 ( 1 : 905)

▫ 5246 Computers ▫ 712 iPads ▫ 963 Projectors and Smartboards ▫ 126 Redcats

• 2015-16 ( 1 : 1153)

▫ 7805 Computers ▫ 3041 iPads ▫ 1130 Projectors and Smartboards ▫ 293 Redcats

• iPads Maintained by Systems – If included in technician ratio numbers ▫ 2012-13 ( 1 : 1006) ▫ 2016-16 ( 1 : 1533)

Performance Metrics – Productivity and

Quality • Network and Systems Up-Time

Network Target 2013-14 2014-15 2015-16 (YTD)

WAN 98% 100% 99.9886% 100%

LAN 98% 100% 99.999% 100%

Internet 98% 100% 100% 100%

Systems 95% 100% 100% 100%

Performance Metrics - Quality

• Employee retention

▫ Number of total new employee hires divided by entire staff

▫ Goal: <20%

▫ Performance:

2012-13 13%

2013-14 6%

2014-15 10%

Performance Metrics - Timeliness

Response to Work Order - Acknowledgement

Target Actual

2013-14 30 Min. 43 Min.

2014-15 30 Min. 30 Min.

2015-16 30 Min. 19 Min.

Response to Work Order – Time to Completion

Target Actual

2013-14 3 Days 4 Days 42 Minutes

2014-15 3 Days 4 Days

2015-16 3 Days 4 Days

Does not included the “Caught in the hall syndrome.”

Performance Metrics – Mandated

Reports • Annual

▫ Fitness Gram ▫ Texas School Data System (TSDS) Early Childhood Data System (ECDS) ▫ Long Range Technology Plan

• Quarterly ▫ PEIMS State Submissions

• Weekly ▫ PEIMS Personal Enrollment Tracking

• Daily ▫ Texas Record EXchange (TREX) ▫ Texas Student Data System (TSDS)

• As Needed ▫ Civil Rights Survey - Every 2 years ▫ District Waivers ▫ Testing precode record submissions - End Of Course, MSTAR

Performance Metrics – Customer

Satisfaction • Percentage of district staff satisfied or very

satisfied with technology

• Standard: 90%

• Performance:

▫ 2013-14 Performance 93%

* Current survey being developed and will be released in November

Statistics

• 1,812 Helpdesk Calls (Aug. 15th – Oct. 5th)

▫ (60 Calls per Day)

• 12,215+ Active Directory User Accounts

• 3,300 Google Accounts

• Over Half Million Google Docs

• 4% WAN (Campus to Campus) Average Utilization

Quality – Internet Network Reliability

(Bandwidth Usage)

Quality – Internet Network Reliability

(Bandwidth Usage – Weekly Snapshot)

Vehicle Replacement

• 9 Vans

• Average age of vans is 9 years old

• Average mileage is 46,005

• No new vans have been purchased since 2008

• Need additional vans to support additional techs.

Challenges

• Privacy and Security ▫ “Nature of the business”

• Instructional Technology Evolution ▫ Ripple Effect on Support Systems

• File Storage and Retention ▫ Electronic Records, Faculty Instructional Materials, Student Portfolios

• Campus Facilities – Retrofit of Older Campuses for Technology ▫ HVAC, Security, Electrical, Space ▫ Data Center

• Planning for Growth • Wireless Growth – Increase of iDevices by 4X+BYOD • Scheduled Maintenance Windows • Employee Recruitment and Retention

Policy Recommendations

• No recommendations for changes

• The policies in place are adequate for the work we do in Facilities.