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IT SATISFACTION SCORECARD

Empire State UniversityThis document was prepared by Info-Tech Research Group on April 18, 2019Data is comprised of 59 responses , including responses by: Delores Rubio, Ernie Callahan, Katrina Fields, Rose Mcpherson, Kendrick Shaffer, Sonya Marks, Viola Mullins, Lynda Quinn, Mari Everett, Jeannette Giles, Dane Davidson, Priscilla Blankenship, Kim Garrison, Yong Craig, Aileen Bell, Mai Reid, Odell Bryant, Danial Nguyen, Marian Perez, Junior Wall, Donovan Sandoval, Leigh Mata, Christie Archer, Chrystal Madden, Estela Baker, Derek Nicholson, Abby Strong, Katheryn Flowers, Stacey Jones, Gustavo Sanchez, Isiah Huber, Brooke Bruce, Delia Bond, Jame Mcdonald, Alfonso Dillon, Osvaldo Dunn, Manuela Valentine, Tia Hansen, Candace Estrada, Mia Vaughn, Humberto Johns, Jordon Ritter, Sammie Preston, Alba Thornton, Socorro Webster, Angelica Riddle, Tiffany Mack, Mable Wallace, Wilbur Larson, Normand Holt, Vernon Duran, Aida Dominguez, Mark Fischer, Booker Blackburn, Bessie Francis, Warren Wolf, Susanne Wise, Benton Schwartz, Charlotte Ayala

44 respondents did not complete the survey , including: Nelda Sutton, Aida Muha, Rufus Arias, Claud Barton, Greta Ryan, Bruce Berry, Alma Webster, Alyce Wong, Delia Grimes, Joseph Lewis, Estella Hull, Malik Suarez, Micah Hodges, Mariana Harding, Bethany Stanley, Arnoldo Nash ...

64%Completion Rate

1

Complete the diagnostic program to get the data you need to start your stakeholder management journey.

The following report is a sample of what you will receive after

completing the CIO Business Vision program. Each report is

customized to the individual organization, highlighting the IT

department’s most pressing needs.

Measure Business Stakeholder Satisfaction

Highlight the Business Impact of IT Constraints

Prioritize Key Issues & Create an Improvement Roadmap

Build Action Plans to Manage Critical Stakeholders

YOUR JOURNEY STARTS HERE.

2

Measure Business Stakeholder

Satisfaction

Highlight the Business Impact of IT Constraints

Prioritize Key Issues & Create an Improvement

Roadmap

Build Action Plans to Manage Critical

Stakeholders

Once a year, take a step back from IT’s day-to-day operations and

look at the big picture.

Let business leaders be your advocates: demonstrate the impact of IT under-resourcing on business

results.

Cut through the noise: uncover the IT services that matter most to your

business leaders.

Understand satisfaction & needs by department, seniority,

and individual.

Understand your stakeholders’ satisfaction with and

needs from IT.

Evaluate project & work orders from both a capacity and execution

perspective.

Align your team behind achieving your vision, communicating the rationale behind your decisions.

Work with your most important and most dissatisfied stakeholders to

ensure their needs are met.

Build your strategy for managing & improving

IT services over the long term.

Use data to make the case for more IT resources or budget.

Prioritize quick wins to show your stakeholders that rapid

improvement is a priority.

Empower your team to build relationships with key stakeholders to make IT a trusted business partner.

1 2 3 4

Inside the ReportIT Satisfaction Scorecard / AurCorp

33

1

2

3

4

5

6

2Collect Business Feedback

Build the IT Strategy

Manage Stakeholders

Manage IT Performance

Improve IT Services

Communicate Success

1

5

2

6

3 4

Collect Business Feedback Measure business-leader satisfaction with IT and assess business needs.

Build the IT Strategy Prioritize key issues and create an improvement roadmap.

Manage Stakeholders Improve business leader relationships and ensure their needs are met.

Manage IT Performance Align IT leadership performance metrics with measurable business results.

Improve IT Services Execute planned IT improvement efforts with your team.

Communicate Success Provide ongoing updates to the business on value created by IT initiatives.

An Annual Program

Build a Data-Driven IT StrategyIT Satisfaction Scorecard / AurCorp

4

Brief the CEO & Critical Stakeholders• Meeting with your CEO and CFO should be an exercise in relationship building, especially

around IT’s dedication to enabling the business and satisfying stakeholders.

• The exact flow of the meeting will depend on your organization’s dynamics, the data, andyour preferences.

Getting Direction1. Communicate results to CEO/steering committees.• No matter how good or bad the results, they can be used to create commitment to action

and improvement. Coming prepared with an agenda or talk track and initial action planswill benefit the outcome of this meeting.

2. Get CEO direction on goals and objectives.• Ask the CEO what they want to see from your initiatives. This input should develop and

improve the initial action plans. Address how to prioritize stakeholders.

• If a capacity gap exists and you feel comfortable making the case, discuss capacity anddemand to get at what is feasible and what is not. Be prepared to discuss why you believea gap exists, how it can be closed, and the benefits of closing it.

3. Determine which other critical stakeholders to engage.• Determine which other stakeholders should be looped in.

Highlight Success Stories:…

…

…

…

…

…

Be Transparent in Identifying Challenges:…

…

…

Refle t on Action Plans and Integrate Improvements Into a Timeline:

1st Quarter Actions:

2nd Quarter Actions:

3rd Quarter Actions:

4th Quarter Actions:

Sample Tem

plate

GOAL

PROCESS

1. Collect & Share IT FeedbackIT Satisfaction Scorecard / AurCorp

5

PHASE 1 Understand the Business Context1.1 Review the business context.

1.2 Identify IT implications from the documented business context.

1.3 Group the IT implications into themes.

1.4 Define the IT strategy scope.

PHASE 2 Defi e the IT Target State 2.1 Create the IT mission and vision statements and identify IT guiding principles.

2.2 Define IT goals.

2.3 Indicate the target state IT maturity.

2.4 Identify target-state IT capabilities.

PHASE 3 Assess the IT Current State 3.1 Assess current IT capabilities.

3.2 Review MGD results.

3.2 Assess in-flight initiatives.

3.3 Identify relationship between current initiatives and capabilities.

3.4 Review current IT budget.

3.5 Conduct IT SWOT analysis.

3.6 Review CIO BV results.

3.7 Identify current-state maturity.

PHASE 4 Bridge the Gap and Create the Strategy 4.1 Assess the gaps between current- and

target-state capabilities.

4.2 Brainstorm initiatives to address the gaps in capabilities.

4.3 Create initiative profiles.

4.4 Identify IT strategy risks.

4.5 Identify required IT budget.

4.6 Sponsor check-in.

With demands for faster

change on a budget,

you need a dynamic

methodology that

helps IT achieve the

target state. Info-Tech

is here to help.

IT Strategy Methodology Target State

Business Context Vision/Mission Statements Target Maturity Ladder

Implications for IT IT Guiding Principles IT Capabilities

IT Strategy Scope IT Strategic Goals

Current State

Current Capabilities Current IT Budget Current Maturity Ladder

Management & Governance Diagnostic IT SWOT

Current Initiatives CIO Business Vision Diagnostic

Initiatives and Roadmap

Gap Assessment Prioritized Initiatives Communication Plan

Future IT Initiative Roadmap Refresh Plan

Projected IT Budget Strategy Risk Approval

1

2

3

2. Build the IT StrategyIT Satisfaction Scorecard / AurCorp

6

Sample Tem

plate

Start With a Plan:Communicate individual department results

Communicate IT goals

Identify business leader priorities and pain points

Bring Your Tools:Info-Tech IT Satisfaction Report Card

Info-Tech IT Capacity Report Card

Info-Tech Client Feedback Forms

Action plans (blank)

Department priorities poster

Mission, goal, and objectives

…

Develop a Timeline for Follow-Up Meetings:




4th Quarter Actions:

Actively Manage Stakeholders• How you tackle meeting with business leaders will depend on how many there are and how many

are important to the CEO.

Build the Stakeholder Playbook1. Identify and prioritize stakeholders.• Use the discussion with the CEO as a starting point.

2. Decide who will be accountable for stakeholders.• The CIO shouldn’t be responsible for managing more than ten individual business stakeholders, so decide

who will.

• For organizations with an unwieldy number of stakeholders, consider using a tier system to group them.

3. Create a plan and regular meeting process.• Begin by reiterating the objective of the program: creating stakeholder satisfaction and driving business value.

• Use the department priorities poster to review results.

• Areas with very low scores, very high scores, or significant deviation from the business should be explored.Address neutral or negative feedback with a positive, client-facing attitude.

• Use the action plan templates to develop solutions.

4. Determine an on-going stakeholder management plan.• At minimum, follow up with each stakeholder six months after the survey. Create a program to ensure

this occurs.

GOAL

PROCESS

3. Manage StakeholdersIT Satisfaction Scorecard / AurCorp

7

Increase Accountability

• The best way to instill a culture of business satisfactionis through IT team accountability for results.

• Assign accountability for IT service satisfaction to IT teammembers or teams themselves, e.g. the service desk manageris accountable for the service desk satisfaction metric.

• Ensure that each accountable staff member is empoweredto make decisions and to take action to improve theirsatisfaction metric. Accountability can be sliced by businessunit or by system supported.

Align With Evaluations

• Include satisfaction metrics in the performance evaluations ofsenior managers, and consider their use for bonuses.

Get to Action

• Use Info-Tech project blueprints and toolkits to help you improvesatisfaction and results, as well as improve process maturity.

4. Manage IT PerformanceIT Satisfaction Scorecard / AurCorp

8

Build Your Key Initiative Plans

• Work with Info-Tech to improve your highest priorityIT services.

• Our Key Initiative Plans are designed to help IT leadersfocus on the most important and impactful initiatives toimprove their function.

• We provide you with tools and training to help yousucceed at key projects that are proven to increasebusiness satisfaction and enhance the capability of allkey roles.

Get the Help You Need

• For each key initiative, determine whether you preferguided assistance from an analyst, a one-week on-siteworkshop, or the tools to tackle it on your own.

5. Improve IT ServicesIT Satisfaction Scorecard / AurCorp

9

Sample Tem

plate

Highlight Success Stories:…

…

…

…

…

…

Be Transparent in Identifying Challenges:…

…

…

Refle t on Action Plans and Integrate Improvements Into a Timeline:




4th Quarter Actions: Next Up: Start Next Year’s Business Feedback Exercise

Communicate to the Business• By this point you should have a clear understanding of a) business leader priorities and b)

commitments to action from IT teams.

• With this information you are ready to assemble business leaders and share IT’s improvementplan over the next year.

• This information should be communicated to all business leaders who were invited toparticipate in the survey.

Execute on Your Annual Plan1. Manage communication with quarterly business updates.• Soliciting feedback and not acting on it is as bad as not soliciting it at all, if not worse. Schedule

quarterly updates with the business to communicate progress.

• Prepare a timeline that highlights the milestones that were and will be achieved.

• Post results scorecards to keep them top of mind.

2. Six-month follow-up: Meet with all business leaders.• Depending on number of participants and quality of results, this may be conducted as one

meeting or a series.

• To keep business leaders engaged this meeting must be conducted within three months ofcompleting the survey.

GOAL

PROCESS

6. Communicate SuccessIT Satisfaction Scorecard / AurCorp

10

12

13

14

15

17

24

Table of Contents

IT Satisfaction Scorecard

IT Capacity Scorecard

Benchmarking

Additional Research

Satisfaction By Department

Satisfaction By IT Service

Anonymous Feedback 54

IT Satisfaction Scorecard / Empire State University

11

How to Use This ReportEnabling the business and satisfying stakeholders is THE mission of the IT department. The purpose of this annual report is to collect and present stakeholder feedback.

The report contains the following information:

Overall Stakeholder Satisfaction. See overall business satisfaction and across core IT services. This page shows which services are highest and lowest performing and what business priorities are. Use this information to prioritize key issues and create an improvement roadmap or IT Strategy.

Capacity Satisfaction. Highlight the business impact of IT constraints. This page demonstrates constraints on business units due to a lack of IT capacity. It covers constraint at a project level, work order level, and shadow IT. Use this information to direct, plan and budget for IT capacity.

Satisfaction by Department. Dive deeper into satisfaction and priorities for each individual Department within the organization. Understand the actual IT priorities and satisfaction levels of each key Department and read open-ended comments from respondents. Use this information to build action plans to manage critical stakeholders.

This report is the Jrst step in the stakeholder management process. We recommend sharing the report with your IT team, communicating priorities and the importance of stakeholder satisfaction. We also recommend sharing with your senior management team. Leadership understanding of IT commitment to stakeholder satisfaction and business leaders' priorities is critical. Look to leadership to Jnalize priorities, capacity, and budget. Finally, connect with individual stakeholders to understand their needs, ensuring ongoing communication and transparency.

This survey is designed to be completed annually, so if you complete it in a subsequent year, we treat the previous year’s survey results as an internal benchmark so you can chart your progress over time.

Happy trails!

The Info-Tech Team

Reading the IT Support Breakdown

The IT Support Breakdown categorizes respondents into three categories: supporters, neutral respondents, and detractors. Each dot represents 10% of all respondents. The IT Support Score evaluates the proportion of respondents who are satisfied with IT compared to those who are dissatisfied. A positive score indicates more supporters than detractors, while red indicates the opposite.

DetractorsScored 1 - 6

NeutralScored 7

SupportersScored 8 - 10

IT Support Score = Supporters - Detractors

IT SatisfactionScorecard

74%

IT Satisfaction

Up 14%from last year

NET PROMOTER SCORE: 44%

72%

IT Value


NET PROMOTER SCORE: 27%

Business Satisfaction and Importance for Core ServicesThe core services of IT are important when determining what IT should focus on. The most important services with the lowestsatisfaction offer the largest area of improvement for IT to drive business value.

Satisfaction Importance

Campus Wi-Fi Satisfaction with access, reliability, and speed of Wi-FiUp 8%from last year

4TH

CampusInfrastructure

Satisfaction with reliable networks, telephone, email,, excluding Wi-Fi

Up 8%from last year

2ND

Service Requests &Enhancements

Satisfaction with repairs, changes & improvements toexisting technology

trendingunavailable

8TH

IT Support Centre Satisfaction with the IT Support Centre investigatingand resolving end user issues & problems)

Up 7%from last year

5TH

IT Policies Satisfaction with policy design and enforcementaround security, governance, etc...

Up 9%from last year

11TH

Faculty and Sta2Devices

Satisfaction with provided desktop, laptop, tablet &mobile devices

Down 4%from last year

13TH

ClassroomTechnology

Satisfaction with projectors, podiums, documentcameras, audio, etc ...

Up 9%from last year

6TH

Project Management Satisfaction with large IT projects or institution wideprojects & initiatives


9TH

IT InnovationLeadership

Satisfaction with providing opportunities for innovationand innovation leadership to improve the institution


10TH

Courseware andLearning ManagementTechnology

Satisfaction with virtual library, lecture capture, etc...Up 7%from last year

7TH

AdministrativeApplications

Satisfaction with PeopleSoft and other administrativeapplications used by faculty and staff for running theinstitution

trendingunavailable

1ST

Data Quality Satisfaction with providing reliable and accurate data0%from last year

3RD

Analytical Capabilityand Reports

Satisfaction with effective standard reports, customreports capability, and the ability to generate businessinsights


11TH

82%

80%

77%

74%

73%

73%

71%

70%

66%

66%

59%

58%

55%

Business Satisfaction


12

% Communicates Effectively

% Executes Requests

% Understands Needs45

% Trains Effectively64 Satisfaction with training quality and timing.

trendingunavailable

Rela

tions

hip

Remote/Mobile DeviceAccess Friction isacceptable

6464% aboveaverage

% AGREE

RegulatoryCompliance-drivenFriction is acceptable

5959% aboveaverage

% AGREE

Office/DesktopSecurity Friction isacceptable

5555% aboveaverage

% AGREE

Data Access Friction isacceptable

% AGREE4545% aboveaverage

Security Friction

Satisfaction with the way IT executes your requests and meets your needs.

trendingunavailable

Satisfaction with IT's understanding of your needs.

trendingunavailable

Satisfaction with IT communication.

trending unavailable

64

64

Satisfaction with the IT department and its ability to support your needs

Satisfaction that IT provides high value relative to your perception of cost and staffing

Showing 12 of 31 Departments

IT Capacity ScorecardCapacityNeedsConstraintTo what extent is your groupconstrained and prevented fromreaching your strategic goals byIT Capacity?

Distribution 64%

Average

Capacity Constraint by Department

PensionServices

100%

Faculty of Law

80%

HumanResources

80%

StrategicProcurement

Services

80%

School ofRehabilitation

Therapy

80%

Housing &Hospitality

Services

75%

Campus Security

50%

School ofNursing

50%

School of Urbanand Regional

Planning

50%

ResearchServices

40%

School ofBusiness

30%

HealthCounselling &

DisabilityServices

20%

Shadow ITOverall Shadow ITTo what extent do you lookexternally and purchase ITservices & applications withoutcorporate IT involvement, due toa lack of internal IT capacity?

Distribution 63%

Average

Shadow IT by Department

Biology

100%

School ofNursing

100%


Therapy

100%

School ofGraduateStudies

90%

Physics

90%

School ofBusiness

90%

OKce of the VPFinance &

Administration

30%

OKce of theProvost & VP

Academic

27%

OKce of thePrincipal

25%

HealthCounselling &

DisabilityServices

10%

StrategicProcurement

Services

10%

Audit Services

10%

Projects70% Capacity

SatisfactionSatisfaction with the ability to get IT capacityto complete projects.--NET PROMOTER SCORE: 15%

70% Ability to DeliverE2ectively

Satisfaction with completed IT projectsability to meet your business needs.--NET PROMOTER SCORE: 20%

Capacity Satisfaction by Department

Division ofStudent Affairs

N/A

PensionServices

90%

Library System

80%


Administration

77%

OKce of theVice-Principal

Research

77%

Faculty ofEducation

70%

School of Music

70%

School ofBusiness

70%

UniversityRegistrar

65%

Faculty ofEngineering &

Applied Science

62%


60%


Therapy

20%

Work Orders79% Capacity

SatisfactionSatisfaction with the ability to get IT capacityto complete Work Orders--NET PROMOTER SCORE: 59%

75% Ability to DeliverE2ectively

Satisfaction with completed IT Work Ordersability to meet your business needs--NET PROMOTER SCORE: 38%

Capacity Satisfaction by Department


Administration

93%

School of Music

90%

School ofBusiness

90%

Division ofStudent Affairs

90%

OKce of theVice-Principal

Research

87%

PensionServices

80%


80%

Library System

80%

UniversityRegistrar

75%

Faculty ofEducation

75%


Therapy

70%

Faculty ofEngineering &

Applied Science

63%


13

Remote/Mobile DeviceAccess Friction isacceptable--

Of/c e/DesktopSecurity Friction isacceptable--

RegulatoryCompliance-drivenFriction is acceptable--


--

Security Friction

Benchmarking74%

IT Satisfaction2% below averageINDUSTRY AVERAGE: 76%28TH PERCENTILE

72%

IT Value4% below averageINDUSTRY AVERAGE: 76%26TH PERCENTILE

IT Budget as % of Revenue

0% BENCHMARKING NOT AVAILABLE

IT Sta/ as % of Users

0.5% 0.5% below averageINDUSTRY AVERAGE: 1%50TH PERCENTILE

Satisfaction

Shadow IT Use of Shadow IT: procurement of IT services andapplications without IT involvement

26% aboveaverage

CapacityConstraint

Satisfaction with responsiveness and effectiveness ofservice desk. 6% above average

63%

64%Capa

city

TrainsE2ectively Satisfaction with training quality and timing. --

UnderstandsNeeds Satisfaction with IT's understanding of your needs. 1% below average

CommunicatesE2ectively Satisfaction with IT communication. 1% below average

ExecutesRequests

Satisfaction with the way IT executes your requests andmeets your needs. 6% below average

N/A

71%

71%

66%

Rela

tions

hip


Satisfaction Percentile

Campus Wi-Fi Satisfaction with access, reliability, and speed of Wi-Fi 7% above industry 76TH


Satisfaction with reliable networks, telephone, email, excluding Wi-Fi 4% above industry 62ND


Satisfaction with repairs, changes & improvements toexisting technology 1% below industry 40TH

IT Support Centre Satisfaction with the IT Support Centre investigatingand resolving end user issues & problems) 6% below industry 15TH


aligned withindustry

46TH


Satisfaction with provided desktop, laptop, tablet &mobile devices 3% below industry 21ST

ClassroomTechnology

Satisfaction with projectors, podiums, documentcameras, audio, etc ... 3% below industry 22ND

Project Management Satisfaction with large IT projects or institution wideprojects & initiatives 2% below industry 32ND


Satisfaction with providing opportunities for innovationand innovation leadership to improve the institution 2% below industry 39TH


Satisfaction with virtual library, lecture capture, etc... 7% below industry 13TH



13% below industry 4TH

Data Quality Satisfaction with providing reliable and accurate data 13% below industry 8TH



12% below industry 7TH

82%

80%

77%

74%

73%

73%

71%

70%

66%

66%

59%

58%

55%



Education n=71

14

Additional ResearchIT Strategy

Rapidly Develop a Visual ITStrategyBreak the cycle of outdated and unread IT strategies.

Download Blueprint

Become a Strategic CIOCreate a personal development plan to take your career to the next level.

Download Blueprint

De1ne the Business Context forStrategic IT InitiativesEnsure your IT initiatives are based on an understanding of organizationalobjectives.

Download Blueprint

Plan & Execute a DigitalTransformationTake a step closer to your end customers by creating a customer-centricdigital strategy.

Download Blueprint

IT Performance Management

Develop Meaningful ServiceMetrics to Ensure Business andUser SatisfactionReinforce service orientation in your IT organization by ensuring your ITmetrics generate value-driven resource behavior.

Download Blueprint

Maximize Business Value From ITThrough Bene1ts RealizationEmbed beneMts realization into your governance process to prioritize ITspend and conMrm the value of IT.

Download Blueprint

Transform IT Into a Value Creator WithBusiness Relationship ManagementLeverage a deep knowledge of the business to become an innovativeand strategic partner.

Download Blueprint

Build and Deliver an Optimized IT UpdatePresentationShow IT’s value and relevance by dropping the technical jargon andspeaking to the business in their terms.

Download Blueprint

Manage Stakeholder RelationsAs a CIO, you are responsible for addressing a wide variety ofcompeting demands of many different stakeholders

Download Blueprint

Business RelationshipManagement


15

https://www.infotech.com/research/ss/rapidly-develop-a-visual-it-strategy

https://www.infotech.com/research/ss/become-a-strategic-cio

https://www.infotech.com/research/ss/define-the-business-context-needed-to-complete-strategic-it-initiatives

https://www.infotech.com/research/ss/plan-and-execute-a-digital-transformation

https://www.infotech.com/research/ss/develop-meaningful-service-metrics-to-ensure-business-and-user-satisfaction

https://www.infotech.com/research/ss/maximize-business-value-from-it-through-benefits-realization

https://www.infotech.com/research/ss/transform-it-into-a-value-creator-with-business-relationship-management

https://www.infotech.com/research/ss/build-and-deliver-an-optimized-it-update-presentation

https://www.infotech.com/research/ss/manage-stakeholder-relations

Additional ResearchIT Service ImprovementSatisfying the needs of the business means effective delivery of IT services that matter most. Consult Info-Tech'sresearch library to start improvement efforts for your most critical services. Each link will take you a project toolkitdesigned to help you kick-start the initiative and make real improvements quickly. Don't try to improve everythingat once -- focus on what matters.

66%Satisfaction

10thImportance

IT Innovation Leadership

Kick Start IT Led Business Innovation

Become a Transformational CIO

Sustain & Grow Innovation Maturity in YourEnterprise

73%Satisfaction

11thImportance

IT Policies

Take the Pain Out of IT Policies

Take Control of Compliance to Conquer EveryAudit

66%Satisfaction

7thImportance

Courseware and LearningManagement Technology

Evaluate Education Learning ManagementSystems

Evaluate Campus Management Technology

58%Satisfaction

3rdImportance

Data Quality

Restore Trust in Your Data Using a BusinessAligned Data Quality Management Approach

Establish a Business Aligned Data ManagementPractice

Modernize Data Architecture for MeasurableBusiness Results

55%Satisfaction

11thImportance

Analytical Capability andReports

Build a Next Generation BI with a Game ChangingBI Strategy

Leverage Big Data By Starting Small

59%Satisfaction

1stImportance


Visualize Your Application Portfolio Strategy witha Value Driven Roadmap

Streamline Application Maintenance

Govern & Manage an Enterprise SoftwareImplementation

77%Satisfaction

8thImportance


Design Build a User Facing Service Catalog

Create a Service Management Roadmap

Establish a Right Sized Release & DeploymentManagement Process

70%Satisfaction

9thImportance

Project Management

Establish an Effective PMO for IT

Optimize Project Intake Approval & Prioritization

Grow Your Own PPM Solution

Tailor Project Management Processes to Fit YourProjects

82%Satisfaction

4thImportance

Campus Wi-Fi

Own the Cloud Strategy & Action Plan

Modernize the Network

Modernize Enterprise Storage

73%Satisfaction

13thImportance

Faculty and Sta2 Devices

Build an End User Computing Strategy

Pave the Road to UniMed Endpoint Management

74%Satisfaction

5thImportance

IT Support Centre

Standardize the Service Desk

Build a Continual Improvement Plan for theService Desk


16

https://www.infotech.com/research/ss/kick-start-it-led-business-innovation

https://www.infotech.com/research/ss/become-a-transformational-cio

https://www.infotech.com/research/ss/sustain-and-grow-the-maturity-of-innovation-in-your-enterprise

https://www.infotech.com/research/ss/take-the-pain-out-of-it-policies

https://www.infotech.com/research/ss/take-control-of-compliance-improvement-to-conquer-every-audit

https://www.infotech.com/software-reviews/categories/industry-education-education-learning-management-systems

https://www.infotech.com/software-reviews/categories/industry-education-campus-management

https://www.infotech.com/research/ss/restore-trust-in-your-data-using-a-business-aligned-data-quality-management-approach

https://www.infotech.com/research/ss/create-a-plan-for-establishing-a-business-aligned-data-management-practice

https://www.infotech.com/research/ss/modernize-data-architecture-for-measurable-business-results

https://www.infotech.com/research/ss/build-a-next-generation-bi-with-a-game-changing-bi-strategy

https://www.infotech.com/research/ss/leverage-big-data-by-starting-small

https://www.infotech.com/research/ss/visualize-your-application-portfolio-strategy-with-a-business-value-driven-roadmap

https://www.infotech.com/research/ss/streamline-application-maintenance

https://www.infotech.com/research/ss/govern-and-manage-an-enterprise-software-implementation

https://www.infotech.com/research/ss/design-build-a-user-facing-service-catalog

https://www.infotech.com/research/ss/create-a-service-management-roadmap

https://www.infotech.com/research/ss/establish-a-right-sized-release-and-deployment-management-process

https://www.infotech.com/research/ss/establish-an-effective-pmo-for-it

https://www.infotech.com/research/ss/optimize-project-intake-approval-and-prioritization

https://www.infotech.com/research/ss/grow-your-own-ppm-solution

https://www.infotech.com/research/ss/tailor-project-management-processes-to-fit-your-projects

https://www.infotech.com/research/ss/own-the-cloud-strategy-and-action-plan

https://www.infotech.com/research/ss/modernize-the-network

https://www.infotech.com/research/ss/modernize-enterprise-storage

https://www.infotech.com/research/ss/build-an-end-user-computing-strategy

https://www.infotech.com/research/ss/pave-the-road-to-unified-endpoint-management

https://www.infotech.com/research/ss/standardize-the-service-desk

https://www.infotech.com/research/ss/build-a-continual-improvement-plan-for-the-service-desk

School of Urban and Regional Planning

80%

SATISFACTION

Top Priorities

1 Faculty and StaffDevices

2 AdministrativeApplications

3 Campus Infrastructure

50%CAPACITY

CONSTRAINT

Research Services

80%

SATISFACTION

Top Priorities



3 IT Support Centre

40%CAPACITY

CONSTRAINT

O0ce of the Principal

80%

SATISFACTION

Top Priorities


2 Campus Wi-Fi

3 IT Innovation Leadership

55%CAPACITY CONSTRAINT

Library System

80%

SATISFACTION

Top Priorities



3 Campus Wi-Fi

60%CAPACITY

CONSTRAINT

Division of Student A/airs

80%

SATISFACTION

Top Priorities


2 Project Management

3 Courseware andLearning Management


O0ce of the VP Finance &Administration

77%

SATISFACTION

Top Priorities



3 Data Quality

60%CAPACITY

CONSTRAINT

Faculty of Education

75%

SATISFACTION

Top Priorities

1 Classroom Technology


3 Service Requests &Enhancements


School of Business

75%

SATISFACTION

Top Priorities


2 Campus Wi-Fi



Biology

70%

SATISFACTION

Top Priorities

1 IT Support Centre



60%CAPACITY

CONSTRAINT

Faculty of Arts and Science

70%

SATISFACTION

Top Priorities



3 Data Quality


School of Nursing

70%

SATISFACTION

Top Priorities

1 IT Support Centre

2 Classroom Technology

3 Campus Wi-Fi

50%CAPACITY

CONSTRAINT

Audit Services

70%

SATISFACTION

Top Priorities

1 IT Policies

2 Data Quality


50%CAPACITY

CONSTRAINT


Satisfaction By Department

17





--

Security Friction

80%

Satisfaction6% above organizationORG. AVERAGE: 74%

77%

Value5% above organizationORG. AVERAGE: 72%

Projects

60% CapacitySatisfaction

10% below organizationNET PROMOTER SCORE: -100%

60% Ability to DeliverE/ectively

10% below organizationNET PROMOTER SCORE: -100%

Work Orders


16% above organizationNET PROMOTER SCORE: 100%



Very ConstrainedNot Constrained

Capacity Constraint

Somewhat Constrained

70%

ORG: 64% HighLow

Shadow IT

Medium

90%

ORG: 63%

Satisfaction


CommunicatesE2ectively Satisfaction with IT communication. 4% below

organization

UnderstandsNeeds Satisfaction with IT's understanding of your needs. 8% below

organization

ExecutesRequests

Satisfaction with the way IT executes your requests andmeets your needs.

3% beloworganization

N/A

67%

63%

63%

Rela

tions

hip





16% aboveorganization

5TH




7TH



4TH


Satisfaction with reliable networks, telephone, email, excluding Wi-Fi

aligned withorganization

2ND

ClassroomTechnology



9TH

Campus Wi-Fi Satisfaction with access, reliability, and speed of Wi-Fi5% beloworganization

8TH




13TH



11TH


Satisfaction with virtual library, lecture capture, etc...4% aboveorganization

10TH



11TH

Data Quality Satisfaction with providing reliable and accurate data5% beloworganization

3RD




5TH




1ST

93%

90%

90%

80%

77%

77%

70%

70%

70%

60%

53%

53%

47%



School of Graduate Studies Priorities

Overall Satisfaction and value are key indicators of the overall impression of the IT Department. These metrics let the IT leader determine at a glance if they are meeting the needs of the business.

Section Responses: 5 | Total Responses: 59

18

Satisfaction: 80% Value: 77%

What is your top suggestion for how ITS can change or improve to better meet your needs?

Delia Grimes: Re-instate repair service for units beyond warranty.

Analytical Capability and ReportsSatisfaction: 53% Rank: 5th

What is your top suggestion for how The University could better meet your data, reporting and analyticsneeds?

Delia Grimes: Resources have been dedicated in developing reports for Finance. Need an equivalent for the HR and Student systems. Not proficient in query manager to extract data without some tweaking.

Isiah Huber: I am dissatisfied with the information that I obtain from when tracking my spending from research accounts. It should be much easier to find out how and which graduate students have been paid from which research account.

Administrative ApplicationsSatisfaction: 47% Rank: 1st

What is the greatest area of improvement that could be made to administration applications to better support the University?

Delia Grimes: Reports for HR and Student that will eliminate the need to build queries


School of Graduate Studies Feedback

Overall Satisfaction

Feedback Provided by Linda Lam, Kim McAuley,


19





--

Security Friction

77%


70%

Value2% below organizationORG. AVERAGE: 72%

Projects





Work Orders






Capacity Constraint


60%

ORG: 64% HighLow

Shadow IT

Medium

30%

ORG: 63%

Satisfaction


CommunicatesE2ectively Satisfaction with IT communication. 16% above

organization

UnderstandsNeeds Satisfaction with IT's understanding of your needs. 12% above

organization

ExecutesRequests



N/A

87%

83%

73%

Rela

tions

hip



Campus Wi-Fi Satisfaction with access, reliability, and speed of Wi-Fi18% aboveorganization

6TH




1ST




13TH



8TH




12TH




7TH



8TH



5TH




1ST

ClassroomTechnology



4TH


Satisfaction with virtual library, lecture capture, etc...4% aboveorganization

8TH

Data Quality Satisfaction with providing reliable and accurate data5% aboveorganization

3RD




11TH

100%

100%

100%

100%

95%

77%

77%

73%

73%

70%

70%

63%

50%



Of/c e of the VP Finance & Administration Priorities

Overall Satisfaction and value are key indicators of the overall impression of the IT Department.These metrics let the IT leader determine at a glance if they are meeting the needs of the business.


20



Alfonso Dillon: Resource admin system sustainment to a level to meet business needs. Recognizing that this is Difficult in a resource constrained environment, are there other activities that can be curtailed?

Danial Nguyen: ITS could set performance targets based on benchmarks for comparable organizations for cost and service levels, and then publish regular updates on how well they're doing. That way they would begin to increase their credibility on campus.

Analytical Capability and ReportsSatisfaction: 50% Rank: 11th

What is your top suggestion for how The University could better meet your data, reporting and analytics needs?

Candace Estrada: E-procurement.

Alfonso Dillon: reporting tools required for student and HR

Danial Nguyen: Improving the reporting from Peoplesoft

Administrative ApplicationsSatisfaction: 73% Rank: 1st

What is the greatest area of improvement that could be made to administration applications to better support the University?

Candace Estrada: Workflow functionality in PeopleSoft should be made operational.

Alfonso Dillon: Due to resource constraints in administrative application support, There has been no ability to enable system enhancements which leaves significant opportunities untapped.

Danial Nguyen: reporting for users

General QuestionsIf you have observed any improvements in the effectiveness of ITS in the past 3 years, what would they be?

Candace Estrada: The PPO and ASSC have provided a much more transparent process for identifying and prioritizing administrative system needs.

Alfonso Dillon: The exchange and Office 365 moves are significant in moving the University to one platform and in increasing efficiency. Providing IT support across campus is also a key development.

If you could recommend one change that the CIO could make to improve how ITS is regarded within the Queen’s community, what would that change be?

Alfonso Dillon: In general ITS is well perceived across campus given the high availability of systems and some of the innovative changes. The support for administrative systems isn't what it should be in such a technology reliant environment.

Danial Nguyen: Introduce rigorous service level standards and cost information, and report regularly on them


Of/c e of the VP Finance & Administration Feedback


Feedback Provided by Donna Janiec, Caroline Davis, Kim Murphy,


21





--

Security Friction

75%


75%

Value3% above organizationORG. AVERAGE: 72%

Projects


aligned with organizationNET PROMOTER SCORE: 0%


aligned with organizationNET PROMOTER SCORE: 0%

Work Orders






Capacity Constraint


30%

ORG: 64% HighLow

Shadow IT

Medium

90%

ORG: 63%

Satisfaction


CommunicatesE2ectively Satisfaction with IT communication. 14% above

organization

UnderstandsNeeds Satisfaction with IT's understanding of your needs. 9% above

organization

ExecutesRequests



N/A

85%

80%

75%

Rela

tions

hip






6TH




1ST



10TH

Data Quality Satisfaction with providing reliable and accurate data22% aboveorganization

4TH

Campus Wi-Fi Satisfaction with access, reliability, and speed of Wi-Fi2% beloworganization

2ND




3RD




11TH



7TH




7TH



5TH


Satisfaction with virtual library, lecture capture, etc...16% beloworganization

9TH




12TH

ClassroomTechnology



13TH

88%

85%

85%

80%

80%

75%

70%

70%

65%

65%

50%

40%

30%



School of Business PrioritiesOverall Satisfaction and value are key indicators of the overall impression of the IT Department.These metrics let the IT leader determine at a glance if they are meeting the needs of the business.


22



Kendrick Shaffer: Allow those departments with external IT staff who have parallel skill sets to ITS staff to assist or perform some of the same functions to expedite processes.

IT Innovation LeadershipSatisfaction: 65% Rank: 7th

What is your top suggestion for how technology can be utilized to innovate, transform and support the University mission?

Kendrick Shaffer: What is the University mission?

Classroom TechnologySatisfaction: 30% Rank: 13th

What is the most important opportunity for ITServices to better meet teaching and learning support needs?

Kendrick Shaffer: The implementation of D2L a major step in achieving a sound course delivery platform but the challenge will be fostering Faculty adoption and using the suite of tools effectively. It is essential to keep the students' perspective in mind.

General QuestionsIf you have observed any improvements in the effectiveness of ITS in the past 3 years, what would they be?

Kendrick Shaffer: I find that all areas of ITS have improved greatly in terms of responsiveness, execution, organization and listening to the constituents. There has been a commitment to foster collaboration across the major departments of the University which has allowed for a greater understanding and appreciation of the differences and similarities across Campus.

If you could recommend one change that the CIO could make to improve how ITS is regarded within the Queen’s community, what would that change be?

Kendrick Shaffer The ITS website could use an overhaul and the ordering site should be reinstated.


School of Business Feedback


Feedback Provided by Roger Boyes,


23

Classroom Technology Satisfaction byDepartmentThe following charts rank Departments from under-served to over-served for this core service. This chart allows you to see the spread of satisfaction andthe Service Gap for each Department related to this core service so you can make an informed decision on aligning resources

Department RankService Gap Score Service Gap ScoresSatisfaction - Importance < 0

When importance outweighs satisfaction, Departments arebeing under-serviced. The larger the gap, the greater thedifference between satisfaction and importance. Aim to closeservice gaps to increase the effectiveness in theseDepartments.

Satisfaction - Importance > 0

When satisfaction outweighs importance, Departments aresatisMed with this speciMc core service relative to theimportance ranking. There may be room to reallocateresources, but be sure to maintain high satisfaction andimprove medium to low satisfaction in the long-term.

Rank ScoresHighest Importance

This core services was ranked between 1st and 4th mostimportant for the Department.

Medium Importance

This core services was ranked between 5th and 9th mostimportant for the Department.

Low Importance

This core services was ranked 10th or lower most importantfor the Department.

School of Urban and Regi…

Physics

Athletics & Recreation

School of Nursing


Languages, Literatures an…

Campus Security

Human Resources

School of Graduate Studies

Pension Services

O+ce of the VicePrincipal…

Faculty of Health Sciences

4

3

2

2

1

1

10

13

9

11

9

13

-37%

-35%

-22%

-22%

-15%

-10%

39%

42%

44%

47%

49%

55%


24

Courseware and Learning ManagementTechnology Satisfaction by ...The following charts rank Departments from under-served to over-served for this core service. This chart allows you to see the spread of satisfaction andthe Service Gap for each Department related to this core service so you can make an informed decision on aligning resources







Medium Importance


Low Importance


Faculty of Arts and Science

Biology


Faculty of Law

School of Rehabilitation T…

School of Urban and Regi…

Athletics & Recreation

Housing & Hospitality Ser…

O+ce of Advancement

Campus Security


Research Services

6

2

1

1

3

7

11

12

13

13

12

13

-37%

-32%

-30%

-28%

-15%

-14%

47%

55%

59%

62%

65%

72%


25

Administrative Applications Satisfaction byDepartmentThe following charts rank Departments from under-served to over-served for this core service. This chart allows you to see the spread of satisfaction andthe Service Gap for each Department related to this core service so you can make an informed decision on aligning resources







Medium Importance


Low Importance



Physics

Human Resources

School of Music

Division of Student A*airs

School of Graduate Studies


Strategic Procurement Se…

O+ce of the Provost & VP…

Faculty of Health Sciences

Campus Security

O+ce of the Principal

2

4

1

1

1

1

4

4

5

5

11

12

-72%

-57%

-56%

-50%

-50%

-48%

2%

3%

13%

17%

47%

48%


26

it satisfaction scorecard empire state university€¦ · sample template goal process 1.collect...

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