watech dashboard q3 fiscal year 2018 q3... · monthly projections for year end income/loss****...
TRANSCRIPT
WaTech DashboardQ3 – Fiscal Year 2018(Jan-Mar 2018)
Purpose
1
WaTech has been producing the WaTech Quarterly Dashboard since January of 2017. There are two main
reasons for creating the Dashboard:
1. WaTech’s authorizing statute requires the WaTech Director to set goals, measures, and performance
targets for the agency. It requires this information to be included in a dashboard that must be
updated, posted on our public website, and sent to the Governor on a quarterly cycle. The dashboard
must include information about service delivery, cost, operational efficiencies, and overall customer
satisfaction. The first dashboard was required to be created and submitted by January 2017. (RCW
43.105.11)
2. Even if this statutory requirement was not in place, WaTech would still produce a dashboard.
Dashboards are part of a mature quality management, accountability, and performance system
designed to improve customer satisfaction, employee engagement, operational effectiveness, and
cost recoverability. That’s why WaTech’s Dashboard contains data broken into sections that mirror
agency priorities (Finances, Service Expansion, Operations, Customer Care, Employee Satisfaction,
and Human Resources). WaTech reviews the Dashboard quarterly and uses the information in it to
help make data driven decisions impacting the direction of the agency. The Dashboard is a living
document. Measures are refined and new measures added as agency priorities change.
WaTech Dashboard Sections
Human
Resources
OperationsFinances
Employee
Satisfaction
Service
Expansion
Customer
Care
2
FinancesRevenue & Expenses
Fund Balance
General Sales Information
Fee-for-Service Trends
3
($5,636,415)
$1,797,255
Fund 458 Balance
$992,833 $1,380,417 $2,034,054 $1,972,989
$3,260,293
$4,584,167
$7,433,670
$0
$4,000,000
$8,000,000
Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18
Monthly Projections for Year End Income/Loss****
FinancesFY18 Agency Overview (Current Quarter, Year-to-Date, FY2018 Projected, Fund Balance)
Revenue
$42,116,627
Expenses
$35,105,662
Net Operating
Income/Loss
$7,010,965
Revenue
$122,402,228
Expenses
$112,569,112
Net Operating
Income/Loss
$9,833,116
Revenue
$166,124,851
Expenses
$158,691,181
Net Operating
Income/Loss
$7,433,670
Q3 FY18* YTD FY18** Projected FY18***
4*Q3 = Jan–Mar Actuals **YTD FY18 = July–Mar Actuals ***Fiscal Year 2018 Projected Year End ****Each month finance team projects what our income/loss will be June 2018. Projections Start in September
*****Target for June 2018Source: AFRS
TARGET***** = $1,292,011
Beginning Fund
Balance
(Jul ’17)
Projected June ‘18
Fund Balance
(as of Mar ’18)
June ’18 TARGET
( $4,344,404)
$0
($3.0)
($2.0)
($1.0)
$0.0
$1.0
$2.0
$3.0
$4.0
Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18
Mill
ions
Income/Loss by Program Area - Actuals Jul-Mar FY18*
010 - Program Mgmt Services 030 - Network Services 040 - Computing Services 050 - Data Center Facilities 060 - OCS 080 - Applications 080 Video, Usability, Web Hosting 120 - OCIO
FinancesFY18 Program Area Details Income/Loss
5Source: AFRS & Finance Monthly Report*Actual program area income/loss by month. Mouse over each color to see individual actuals. Target is to have all program areas above red line Base Level target.
$0.0 BASE LEVEL TARGET
Program Area Year-to-Date (Jul-Mar FY18)010 - Program Management Services $177,035
030 - Network Services $4,740,152
040 - Computing Services $4,353,720
050 - Data Center Facilities ($2,215,613)
060 - Office of Cyber Security $62,162
080 - Applications Debelopment $2,462,004
080 - Video, Usability, Web Hosting $74,404
120 - OCIO $179,252
Total $9,833,116
Allocation, 54.0%
Fee For Service, 46.0%
Q3 Monthly Revenue Sources - Jan-Mar '18
Service ExpansionGeneral Sales Information
Source: Agency Billing System via Apptio
$18,522,070
$21,739,754
6
Other, 27.3% DSHS, 24.0%
DES, 9.9%
DOC, 8.6%
LNI, 7.4%HCA, 6.5%
DOL, 4.9%
DOT, 3.6%
ESD, 3.5%
ECY, 2.3%
DFW, 2.0%
Q3 Top 10 Customers by Billing - Jan-Mar '18
$730,870
$1,009,310
$1,182,882
$1,205,874
$1,252,725
$1,760,500
$2,380,308
$3,391,530
$6,550,402
$8,467,659
NEARLINE STORAGE
CENTRAL OFFICE PHONE SERVICES
CYBER SECURITY ALLOCATION
SECURITY GATEWAY ALLOCATION
DESKTOP SUPPORT SERVICE
HIGH CAPACITY COMPUTING
PBX
DATA NETWORK ALLOCATION
ENTERPRISE SYSTEMS FEE
Q3 Top Billed Services - Jan-Mar '18
(307 Customers)
Service ExpansionFee-for-Service Revenue Overview
Source: Agency Billing System via Apptio
7
PBX, $3,391,530 HIGH CAPACITY COMPUTING, $2,380,308
OTHER, $4,959,045
DESKTOP SUPPORT SERVICE, $1,760,500
EMAIL SERVICE, $1,252,725
CENTRAL OFFICE SERVICES, $1,009,310
NEARLINE STORAGE, $730,870
Q3 Top Fee-for-Service Revenue Generators - Jan-Mar '18
$100
$312
$1,891
$6,696
$6,966
$8,254
$8,400
$11,318
$11,400
$15,650
$15,700
$25,289
$31,125
$38,328
$40,770
$49,513
$118,588
$123,775
$135,681
$156,370
$163,715
$186,851
$193,318
$208,719
$227,026
$265,232
$271,711
$321,577
$391,211
$434,797
$489,135
$495,679
$503,950
SECURE FILE TRANSFER SERVICES
ADMINISTRATION FEES - OFM/GOV
SECURITY GATEWAYS
NETWORK PASS THRU - SERVICES
PASS THRU - SVCS - OFM/GOV
AFRS INSERTED WARRANTS
AGENCY PROJECT MANAGERS
SERVER MAINFRAME STORAGE
RETAIL RENT
USER EXPERIENCE SERVICES
SHARED WEB HOSTING
STATE TELEPHONY INFO SERVICES
BUSINESS ANALYST PROF SVS
VIDEO PRODUCTION SERVICES
SHARE POINT
DATABASE MANAGEMENT SERVICE
PRIVATE CLOUD
AFRS REGULAR WARRANTS
WEB PLATFORM SERVICE: DESIGN,
LIVE COMMUNICATION SERVICE
OFFICE VPN
WIRELESS SERVICE
INTERNET SERVICES
BACKUP
SERVER SPPT SERVICES
SCAN
SERVER HOSTING PROVISIONING SE
ENTERPRISE ACTIVE DIRECTORY SE
DES RENT
CONFERENCE CALLS
REMOTE ACCESS SERVICES
PLATFORM & CONNECTIVITY SVS
STATE DATA CENTER FACILITY SER
Q3 Remaining "OTHER" Fee-For-Service Revenue
(33 other FFS revenue
generators)
$3.0
$4.0
$5.0
$6.0
$7.0
Oct-
16
No
v-1
6
De
c-1
6
Jan
-17
Fe
b-1
7
Ma
r-1
7
Ap
r-17
Ma
y-1
7
Jun
-17
Jul-
17
Au
g-1
7
Se
p-1
7
Oct-
17
No
v-1
7
De
c-1
7
Jan
-18
Fe
b-1
8
Ma
r-1
8
Mill
ions
Fee for Service Revenue Trend
*
* Spike in Jan revenue due to $2.2M in desktop true-up charges.
Service ExpansionMDM – Private Cloud – Skype – VPN
SDC/QDC CoLo – Wireless – Web
8
9,96715,150
$34,885
$53,025
$0
$25,000
$50,000
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
1/1
8
2/1
8
3/1
8
Skype for Business
Accounts Billed Amount
Strategic Service ExpansionFee-for-Service Trends*
35
213$22,857
$49,697
$0
$50,000
$100,000
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
1/1
8
2/1
8
3/1
8
Private Cloud
Servers Billed Amount
3545
5489
$19,498$30,190
$0
$10,000
$20,000
$30,000
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
1/1
8
2/1
8
3/1
8
MDM
Devices Billed Amount
Source: Data provided from service area systems combined with billing data via Apptio*External Sales only **Targets are all for June 2018 ***Private Cloud rates were reduced which reduced incoming revenue
TARGET = $32,246**TARGET = $104,563
TARGET = $52,529
9
***
4,939
2,772
$88,061
$49,796
$0
$50,000
$100,000
10
/16
12
/16
2/1
7
4/1
7
6/1
7
8/1
7
10
/17
12
/17
2/1
8
VPN Hard Tokens
Hard Hard Billed
2,256
3,545
$13,536
$21,270
$0
$10,000
$20,000
$30,000
10
/16
12
/16
2/1
7
4/1
7
6/1
7
8/1
7
10
/17
12
/17
2/1
8
VPN Soft Tokens
Soft Soft Billed
$1,500
$14,595
$0
$7,000
$14,000
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
1/1
8
2/1
8
3/1
8
Web M&O and Hosting
Monthly Billed Amount
$4,500 $16,850
$32,500
$0
$25,000
$50,000
$75,000
9/1
7
12/1
7
3/1
8
6/1
8
User Experience
Cumulative One-Time Billed Amount
$12,900 $35,050
$123,791
$0
$75,000
$150,000
9/1
7
12/1
7
3/1
8
6/1
8
Web Dev & Design
Cumulative One-Time Billed Amount
108
154
$122,250
$164,400
$0
$75,000
$150,000
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
1/1
8
2/1
8
3/1
8
CoLo Enclosures SDC/QDC**
Enclosures Billed Amount
751
1339$24,749
$64,755
$0
$25,000
$50,000
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
1/1
8
2/1
8
3/1
8
Wireless
Access Points Billed Amount
Strategic Service ExpansionFee-for-Service Trends*
Source: Data provided from service area systems combined with billing data via Apptio 10*External Sales only ** SDC/QDC = State Data Center / Quincy Data Center ***Targets are all for June 2018
**** Wireless rates increased in January which increased incoming revenue
TARGET = $177,000***
TARGET = $52,081
TARGET = $12,000
TARGET = $100,000
TARGET = $75,000
****
OperationsUptime
Application Health
Support Ticket Trends
11
99.982%
99.8%
99.9%
100.0%
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Data Center Uptimes
Olympia Quincy Tier 3 Target
98.0%
98.5%
99.0%
99.5%
100.0%
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
PBX Voice Core UptimeAverage Availability by Month
**Includes Maintenance events**
OperationsUptime (Transport, Network Core, Data Center, PBX)
12Source: Orion & Service Owner Measurement Reports
*
*Network outage that severed our tie to the PBX processor in the Seattle Node site. The processor was relocated
to the State Data Center so this is no longer a point of failure for WaTech
98.0%
98.5%
99.0%
99.5%
100.0%
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Transport & Connectivity UptimesAverage Availability by Month
**Includes Maintenance Events**
98.0%
98.5%
99.0%
99.5%
100.0%
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Network Core UptimeAverage Availability by Month
**Includes Maintenance events**
97.5%
98.0%
98.5%
99.0%
99.5%
100.0%
20
16
- O
ct
20
16
- N
ov
20
16
- D
ec
20
17
- J
an
20
17
- F
eb
20
17
- M
ar
20
17
- A
pri
l
20
17
- M
ay
20
17
- J
un
e
20
17
- J
uly
20
17
- A
ug
20
17
- S
ep
20
17
- O
ct
20
17
- N
ov
20
17
- D
ec
20
18
- J
an
20
18
- F
eb
20
18
- M
ar
Transport & Connectivity Average Availability by Month
**Includes Maintenance events**
Statewide Average
CenturyLink (13%)*
Zayo/ELI/Integra (17%)
Comcast (12%)
NoaNet (13%)
Noel (9%)
SMON (14%)**
StarTouch (12%)
Wave (2%)
OperationsUptime – Transport by Vendor
13* The numbers after each vendor show the percent of “Total Transport” the vendor manages
Source: Orion & Service Owner Measurement Report
** WaTech manages the State Metropolitan Optical Network (Olympia, Tumwater, Lacey). WaTech consistently outperforms vendors managing other parts of the complete state network.
*** July 4, 2017 -major outage impacting Frontier, Integra, Charter, Noel caused by fireworks that cut fiber at a main through point
***
OperationsUptime* – Shared Services Email**
14Source: Service Owner Calculations based on ESP Incident Ticket Data
* Uptime availability is a reflection of un-planned outages. Normal system maintenance is not included. ** Email Service is made up of Exchange Servers + Load Balancers + Network/Firewall
*** Uptime impacted by an aging infrastructure that is in the process of being replaced.
98.00%
98.50%
99.00%
99.50%
100.00%
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Email Service Exchange Servers Load Balancers Network/FireWalls
***
OperationsUptime* – Messaging Suite**
15Source: Service Owner Calculations based on ESP Incident Ticket Data
* Uptime availability is a reflection of un-planned outages. Normal system maintenance is not included. ** WaTech Messaging Suite of Services includes: Email Service, Enterprise Vault, Skype, Secure Email, and MDM
*** Uptime impacted by an aging infrastructure that is in the process of being replaced.
98.00%
98.50%
99.00%
99.50%
100.00%
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Email Service Enterprise Vault Skype For Business Secure Email Mobile Device Management
***
OperationsUptime – Applications
Apps Monitored = 156
Average Uptime March = 99.9%
Apps Above 99.9% Target = 138
Apps Below 99.9% Target = 18
Apps Below 99% TOS Target = 2
Source: Orion & Service Owner Tracking Spreadsheet
* The dips in May and Dec are related to the monitoring tool not being able to see applications during patching windows.
**
16
95.0%
96.0%
97.0%
98.0%
99.0%
100.0%
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
Jan
-18
Feb
-18
Mar
-18
Application Uptime Trend - Oct '16 - Mar '18
Target 99.9% Monthly Average
54
1727
41
99
15
141134
24
93 7 8
18
55
20 20 18
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
Jan
-18
Feb
-18
Mar
-18
# of Apps Below 99.9% - Trend
**
3.4 3.4 3.4 3.4 3.4 3.4 3.43.2 3.2 3.2 3.1 3.1 3.1 3.1 3.1 3.1 3.1 3.1
2
3
4
5
10
/20
16
11
/20
16
12
/20
16
1/2
01
7
2/2
01
7
3/2
01
7
4/2
01
7
5/2
01
7
6/2
01
7
7/2
01
7
8/2
01
7
9/2
01
7
10
/20
17
11
/20
17
12
/20
17
1/2
01
8
2/2
01
8
3/2
01
8
Application HealthCheck Score
Operations Application Health Check
17
TARGET
4
• Client OS• DBMS• IDE• Server OS• Web Interface
• Support Skill• Ease of Change• Application Stack• Authentication• Coding Language• Client Interface
CR
ITE
RIA
0
1
2
3
4
5
Top 20 Application HealthCheck Scores
0
1
2
3
4
5
Bottom 20 Application HealthCheck Scores
6030
7755
# of Tickets Created - Mar '18
Incidents Requests
13981 13016 12978
23368
12252 13784 12921 13663 13832 13349 13128 12639 12879 13353 1274014483
1223513785
0
8000
16000
24000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Tickets Created* -Trend
Incidents Requests Total
5995
7696
# of Tickets Closed - Mar '18
Incidents Requests
13557 12822 13178
21671
1204813789 12731 13759 13793 13171 13304 12593 12986 13155 12793
1445912084
13691
0
8000
16000
24000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Tickets Closed* - Trend
Incidents Requests Total
OperationsTicket Trends*
13,785
13,691
Source: ESP
* Both Incidents and Requests. Incident = An unplanned interruption to or reduction in quality of a WaTech service. Request =A request from a user/customer for information, advice, standard change to, or for access to a WaTech service.
* * Higher call volume due to ESD closing the claims process for several days when they switched to a new system behind SAW. This resulted in an increase in volume when the process was reopened.
18
**
**
5563
1117 503 341 172
5427
359 120 83 6
0
4000
8000
12000
(0-1) (1-5) (5-15) (15-90) (+90)
Closed Ticket Count by Age - Mar '18
Requests Incidents
Notifications, 8.0%
Networks, 14.5%
Security, 55.4%
Incidents by Category***Web, 0.1%Infrastructure, 0.1%WaTech Internal Service, 0.1%Uncategorized, 0.2%Storage & Backup, 0.6%Data Center Facilities, 0.6%Remote Access 0.9%Hosting, 0.9%Applications, 0.9%Pending Review, 3%End User Computing, 3.9%Communication 5.4%Messaging, 5.4%
1.4
6.2
1.4
5.0
1.7
6.0
1.8
7.4
1.8
8.1
0.97
7.8
Incident Requests
Closed, 295, 8%
Escalated, 46, 1%
In progress, 2495, 72%
New, 28, 1%
On Hold, 177, 5%
Redirected, 297, 9%
Redirected to a Level Below, 19, 1%
Reopened, 39, 1%Waiting on Customer, 78, 2%
Waiting On Vendor, 15, 0%
Open Tickets by Status
170 218402
831
1556
50 3653
97
74
0
400
800
1200
1600
(0-1) (1-5) (5-15) (16-90) (+ 90)
Open Ticket Count by Age*
Requests Incidents
3177
312
# of Open Tickets*
Requests Incidents
3,489
OperationsTicket Status and Age
19Source: ESP & Agency Ticket Tracking Process
*On 5/17/18
11/16 11/162/17 2/175/17 5/17
Average # of Days to Close Tickets by Type
*** March 2018 Closed Incidents
9/179/17
Open Tickets by Status
Days
12/17 12/17
Days
3/18 3/18
** 80% of all incidents and requests are closed within 1 day
Customer CareSupport Center Stats
End-of-Service Survey Scores
20
11%
0%
5%
10%
15%
20%
25%
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Abandoned Call Rate
7340
0
4000
8000
12000
16000
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
# of Contacts
01:01
00:0000:1700:3500:5201:0901:2601:4402:0102:1802:36
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Avg Speed to Answer All Calls
Customer CareSupport Center Calls
Custo
me
r C
are
21Source: CMS
Goal 5%
*
* *
* Higher call volume due to ESD closing the claims process for several days when they switched to a new system behind SAW. This resulted in an increase in volume when the process was reopened.
00:52
00:00
00:17
00:35
00:52
01:09
01:26
01:44
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Avg Hold Time for Calls Placed on Hold
77% 77% 80% 78% 73% 77% 75% 77%68% 71%
77% 80%
0%
50%
100%
APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17 JAN-18 FEB-18 MAR-18
30% 29% 32% 31% 31% 31% 29%40% 35% 35%
27%39%
0%
50%
100%
APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17 JAN-18 FEB-18 MAR-18
1 1 12
13
12
0
5 5
10
5
10
15
APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17 JAN-18 FEB-18 MAR-18
7
14
4
911
5
87 7
1113
10
0
5
10
15
APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17 JAN-18 FEB-18 MAR-18
42
3 3
12
3
9
1
10
4
10
3
0
7
14
APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17 JAN-18 FEB-18 MAR-18
0 0 0 0 0 0 0 0 0 0 0 00
7
14
APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17 JAN-18 FEB-18 MAR-18
Customer CareResolution Time and 1st Contact Resolution Rate
Custo
me
r C
are
22Source: CMS
Goal 5 Days
Goal 1 Day
Goal 2 Days
Goal Same Day
Service Requests Incidents
First Contact Resolution – Support CenterGoal 80%
Average Resolution Time - Desktop Support Services
Average Resolution Time - Support Center
Average Resolution Time - Desktop Support Services
Average Resolution Time - Support Center
Goal 40%
First Contact Resolution – Support Center
36
62
35
57
30
47
29
08
64
0
36
23
35
54
32
31
31
50
72
8
Responsiveness Customer Service Quality Experience Not Indicated
Positive Feedback by Category – Q2 FY18 & Q3 FY18
Customer CareEnd of Transaction Survey Scores
Custo
me
r C
are
% of Closed Tickets With Feedback* = 11.7%
Positive = 98%
Negative = 2%
23Source: FormStack*March 2018
79% 77% 66% 63% 14%
84% had at least 1
+ category selected
WaTech, 6
ESD, 4
Citizen, 2
DSHS, 2Gov, 2Parks, 2
SOS, 2
Other, 9
Negative Feedback by Agency – Mar '18
2
2
2
3
5
8
Buck passed to someone else
Not able to fix problem
Ticket closed too soon
Did not check with customer before closing…
Lack of response
Problem not fixed
Top Negative Feedback by Reason – Mar ‘18
78% 77% 70% 68% 16%
728
391
334
189
2982
0
1 of 4
2 of 4
3 of 4
4 of 4
Q3 # of + Categories Selected Per Ticket
17
29
16
88
18
51
18
08
19
24
16
23
16
47
16
25
14
90
16
67
14
74
16
00
16
92
16
42
17
93
17
50
18
81
15
82
16
16
15
80
14
45
16
12
14
42
15
71
97.9%
97.3%96.9% 96.8%
97.8%
97.5%
98.1%
97.2%97.0% 96.7%
97.8%
98.2%
90.0%
95.0%
100.0%
0
1000
2000
3000
4000
4/17 5/17 6/17 7/17 8/17 9/17 10/17 11/17 12/17 1/18 2/18 3/18
Total Feedback Positive Feedback % of Feedback Positive
Employee SatisfactionEmployee Survey Results
Listening Tour Results
Action Plan Progress
24
Employee Survey & Listening Tour
Sessions
15
Staff
165
Comments
903
Main Categories
Resources (216)**
Products/Services (150)
Job Characteristics (146)
Communications (100)
Management (93)
Mission/Vision (58)
Customers (57)
Processes (49)
Co-Workers (22)
WaTech in General (12)
Main
Categories
10
Sub-
Categories*
78
* 84% of comments (760 of 903) were grouped into one of the 78 sub-categories ** (XXX) = number of comments in each main category = Action item completed or hasbeen addressed and is ongoing
41
28
25
23
23
20
20
19
19
19
18
18
18
18
17
17
Training
Standard Processes
Culture
Staff Reductions
Staff Leaving
What We Do and Who…
ESP
Customer Engagement
Core Services
Management Characteristics
Workload
Who Are We As An Agency?
Meet Customer Needs
Marketing
Career Development
Need Meaningful…
Top-15 Sub Categories
Action Item Progress
Performance Management
Process
Employee Engagement
Action Team
Staff Comings and Goings
What We Do and Who
Does What–WaTech Expo
Internal Job Postings
Reviewing End-of-Service
Survey Results
Executive Team Agendas
Customer Survey
• Training/Learning Culture
• Communications
• ESP
• Mission/Vision 25
82% 87% 89% 92%
2014 2015 2016 2017
Participation Rate Trend
68% 59%
State WaTech
Overall % Positive State vs. WaTech
69% 61% 63% 59%
2014 2015 2016 2017
Overall % Positive Trend
3.83.56
State WaTech
Overall Average ScoreState vs. WaTech
3.85 3.63 3.68 3.56
2014 2015 2016 2017
Overall Average Score Trend
Listening Tour Employee Survey
Human ResourcesFTE Trends
Hires & Separations
Reason for Separations
Employee Representation
26
Human Resources
Hum
an
Resou
rces
27
Hires
Jan ‘18 – Mar ‘18
28
Separations
Jan ‘18 – Mar ‘18
19
WaTech FY17
State FY17
23.8%
12.1%
WaTech
FY18 Jul-Mar10.8%
Separations
*Hires includes internal transfers
Represented , 37%
Non-Represented, 63%
Employee Representation
452
420
460
500
540
580
10
/16
11
/16
12
/16
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10
/17
11
/17
12
/17
1/1
8
2/1
8
3/1
8
# of FTEs Trend
Actual FTEs
8
2
4
6 7 6
3
6
11 109 9
0
4
8
12
Oct
-17
No
v-1
7
Dec
-17
Jan
-18
Feb
-18
Mar
-18
Hires and Separations Trend
Separations New Hires
0.0%
5.0%
10.0%
15.0%
20.0%
FY17 FY18 Jul-Mar
0.9% 0.4%0.4% 0.2%
2.6% 1.3%
0.4%0.2%
4.1%5.0%
4.3%
11.1%
3.7%
Reason for Separation
Move - Agencies
DES Transfers
Resignation
Layoff
Retirement
Dismissal
Other