Information Technology Division


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  • Mr. Chairperson, Members of the Board, Committee Members. Pleasure to be here. The following presentation will provide the committee a report on our progress for IT Customer Support over the last two years. The Customers we server are the employees of the LAUSD in schools and offices.
  • In 2001 (present content in slide) A very small budget was allocated for providing support Only three people were dedicated to taking support calls They were very friendly and took the call They only logged calls for a small subset of support (computer and electronics repair) and provided phone numbers for others They logged it in an antiquated system They printed the ticket and provided it to the repair manager The repair manager gave the printed ticket to the techs There was no mechanism to check up on progress (other than talking to the tech) The helpdesk, while polite and friendly, had no mechanism to provide help
  • Prior to 2001 there were a series of internal and external audits of ITD The most recent was in 2001 performed by KPMG They found (present content in slide)
  • ITD accepted almost all of the audit findings In December 2001 the Megan Klee, LAUSDs CIO, presented a support plan for IT Underlying principle: Technology must be reliable and support must be fast and effective for customers to use it appropriately and productively The board approved of the plan presented, the expenditure of funds, the approval of contracts and other purchases, and the development of new positions Present content in slide
  • Present content in slide Two and a half years later we have changed the process and the perception of IT support. Today schools and offices have an increased dependence on the helpdesk, higher confidence that they will get help, and an expectation that the call for support will be answered in a timely and effective manner.
  • How do we provide support? Present content in slide
  • Present content in slide As you can see we have built an infrastructure for support where all entities within LAUSD and outsource providers of IT support The helpdesk representative is the point of contact and maintains ownership of the support ticket There are mechanisms to provide status and to escalate requests for service
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  • Present content in slide Example People complained about waiting too long to get their training calls answered. We looked at the type of phone calls and found many people were calling just to get their password changed. We redirected password calls, so the trainers were only dealing with calls about how to use the software. Password callers got helped quickly and out of the queue. We actively monitor how many calls are in queue and have more people answer the phone when needed. People who had never been trained were enrolled in classes. Training manuals were made available online. The number of phone calls to training were reduced by 10000 over a year’s time.
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  • This mechanism for funding, the applying of discounts and the application of the right contracts together with the use of LAUSD staff provides a substantial value of IT support.
  • So once we log the information, what do we do with it? This graph shows a two year trend The 2002/2003 school year had substantially less service requests than the 2003/2004 What accounts for this? The process of consolidation and partnerships over the last two years have allowed us to capture more of the volume of IT related support calls More technology has been deployed in schools and offices More of a reliability on technology Increased confidence that support will be provided Observe the month of December. Notice a decrease in service requests. We would expect this since winter break falls in the month and the district is shut down in the last week of December. Notice the peak in February, March, and April of 2004. This is when a series of nasty viruses affected computer networks world-wide. Incidentally, when the viruses hit, ITD invoked several network security policies and worked with the computer vendors that were under contract, to tighten up security on computers that were delivered. This combination of network and computer security helped to eliminate the then current threat and future threats of virus attacks.
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  • Present content in slide The reason we broke out these two areas (Desktop Computer and LAN Maintenance) is because this has been the focus of improvement over the last two years. These two areas were also specified by audits as being the most critical because they were seen as the weakest in 2001.
  • Present content in slide Notice that Hardware, Network, and Enterprise Applications (such as the end user support for the Payroll and Financial systems) comprise about 74% of the service requests.
  • Our Service Center System randomly tags service requests for customer satisfaction survey. A helpdesk representative calls the customer and asks a series of questions. If the customer indicates that the service was not complete the ticket is reopened with a high priority and assigned for immediate follow up. Present content in slide
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  • While we have made great progress, there are still areas where improvement is needed. We continue to focus on these areas to improve the total support strategy for technology in LAUSD. Present content in slide
  • Information Technology Division

    1. 1. Information Technology Division Customer Service Support Center
    2. 2. Fragmented Support in 2001 <ul><li>Multiple helpdesk phone numbers for different IT systems </li></ul><ul><li>Lack of relationships between various support “experts” </li></ul><ul><li>Calls did not route quickly to those that could provide support </li></ul><ul><li>Multiple trouble call tracking systems (not integrated) </li></ul><ul><li>No system for tracking “handoffs” to different units </li></ul><ul><li>Poor communication and confusion leading to poor customer service </li></ul><ul><li>No mechanism to escalate problems </li></ul>
    3. 3. KPMG Auditor’s Findings in 2001 <ul><li>The Help Desk business processes are fragmented, both organizationally and operationally. </li></ul><ul><li>This has resulted in duplication of efforts in terms of, servicing customers within the District, development and maintenance of the Help Desk business processes and systems that support and enable these processes, and budgeting and resource management. </li></ul><ul><li>Management should utilize a a top-down, rather than the bottom-up approach to developing an enterprise-wide help desk strategy. Integration of various Help Desks and Help Desk systems should be considered and such integration must be preceded by the integration of Help Desk management. </li></ul>
    4. 4. Consolidation & Tracking <ul><li>Single Telephone number for IT Helpdesk: (323) 224-2277 </li></ul><ul><li>ITD support entities were consolidated into a single point of contact for the end user. </li></ul><ul><li>“ Service Center” from Peregrine Systems was implemented to handle IT service management and to provide metrics. </li></ul>
    5. 5. Collaboration & Partnerships <ul><li>Have developed partnerships with other District IT related support entities, such as SIS, Facilities, and Procurement </li></ul><ul><li>Help Desk support comes from both outsourced and District support groups </li></ul><ul><li>Helpdesk maintains ownership of reported problem and depends on the collaboration with partners to ensure problem is resolved. </li></ul>
    6. 6. Process of IT Support <ul><li>When a technology problem arises, District staff at schools and offices call 323-224-2277 or connect to . </li></ul><ul><li>A trained customer service support representative opens a ticket, gathers basic information, and provides assistance. This is the first tier of support. </li></ul>
    7. 7. Process of IT support (continued) <ul><li>If the problem is resolved with this initial call, the ticket is closed. </li></ul><ul><li>If the problem is not resolved, a ticket number is provided to the user at the school or office and follow up support is provided within the next business day. This is the second tier of support. </li></ul>
    8. 8. Help Desk is Critical Because of Increased Dependence on Technology <ul><li>Nearly all schools and offices have the network available and are using it. </li></ul><ul><li>Use of the network/computers have been incorporated into how employees/students perform work every day. </li></ul><ul><li>Increased number of computers—175,000 </li></ul><ul><li>Greater dependency on online resources, Internet, and email to perform jobs and gather information. </li></ul><ul><li>More information available through the network—value added. </li></ul>
    9. 9. What are the things we measure? <ul><li>Number of phone calls. </li></ul><ul><li>Types of assistance asked for. </li></ul><ul><li>How long did the customer have to wait to have their call answered? </li></ul><ul><li>Did they get the help they needed? </li></ul><ul><li>How long did it take to resolve the problem? </li></ul><ul><li>Was the first person able to resolve the problem, and if not why not? </li></ul><ul><li>Was the customer satisfied with the service? </li></ul>
    10. 10. What do we do with this information? <ul><li>We look for patterns </li></ul><ul><li>Search for the cause of the pattern. </li></ul><ul><ul><li>Is the network having a problem? </li></ul></ul><ul><ul><li>Do we need to provide more training on a software system? </li></ul></ul><ul><ul><li>Is there a physical infrastructure problem at a school causing repeated problems? </li></ul></ul><ul><ul><li>Are the calls getting quickly to the person that can actually help? </li></ul></ul><ul><li>The goal is not to get more calls, but to ensure the users can use the network, the software programs, and the computers when they need them and quickly receive help when there is a problem. </li></ul>
    11. 11. Support Services Offered by ITD <ul><li>ITD infrastructure support: Local Area Networks (LANs); Public Address (PA) systems; Intercom systems; Intrusion Alarm Systems; Radio Systems. </li></ul><ul><li>Telephone Support </li></ul><ul><li>IT Training Support </li></ul><ul><li>Personal Computer, Server, and Laptop Computers support purchased through District contracts; </li></ul><ul><li>Printer Maintenance for District approved printer purchases; </li></ul><ul><li>Windows and Macintosh Desktop and Server Operating Systems on District owned computers; </li></ul><ul><li>Miscellaneous District computer peripheral and electronic equipment if ITD has the technical skills/knowledge to support. Not all miscellaneous electronic gear, printers, or PDAs are supported. </li></ul>
    12. 12. Response Times <ul><li>Immediate assistance on the “first call” </li></ul><ul><li>Follow up assistance for Desktop Computer and LAN maintenance: </li></ul><ul><ul><li>2-hour response for a major service outage that affects an entire location, with all repairs completed within 4 hours of response; </li></ul></ul><ul><ul><li>4-hour response for a problem affecting two or more computers on a site, with all repairs completed within 8 hours of response; </li></ul></ul><ul><ul><li>Next business day response for a problem affecting single computers, with all repairs completed within 8 hours of response. </li></ul></ul><ul><li>Restructuring support staff to have similar response time for all other IT related support calls, such as intercoms, PA systems, Radio systems, etc. </li></ul>
    13. 13. How do we pay for these services? <ul><li>Annually apply to Federal E-rate Program for qualified LAN maintenance to eligible schools to leverage discounts for support. </li></ul><ul><li>Get 80-90% discounts on all eligible services. </li></ul><ul><li>Competitively bid and award support contract for services not eligible for E-rate discounts. </li></ul><ul><li>Use LAUSD staff in areas not covered by support contracts. </li></ul><ul><li>This total support strategy combines contracted and LAUSD technicians to provide a helpdesk and technical support for LAN component, network cable maintenance, desktop and laptop computer support, printers, peripheral devices, alarm systems, public address systems, intercom systems, radio systems, and other miscellaneous electronic equipment. </li></ul>
    14. 14. 2003/2004 Budget for IT Support $1,426,860 $0 $1,426,860 Materials, small service contracts, etc. $6,570,905 $0 $6,570,905 District Staff (Salaries & Benefits) $7,239,536 $0 $975,149 $6,264,387 Reimbursed from SLD $243,787 $1,218,936 E-rate LAN Maintenance Contract (80%) $23,377,131 $7,200,000 $6,960,430 Value $16,137,595 Total $696,043 E-rate LAN Maintenance Contract (90%) $7,200,000 Non E-rate Maintenance Contract District Cost Description
    15. 15. How are we performing? Total Number of Service Requests from: 7/1/02 - 6/30/03: 89,228 7/1/03 - 6/30/04: 243,524
    16. 16. How are we performing? 2003/04 Metrics
    17. 17. How are we performing? 2003/04 Metrics
    18. 18. How are we performing? 2003/04 Metrics
    19. 19. How are we performing? 2003/04 Metrics
    20. 20. How are we performing? 2003/04 Metrics
    21. 21. How are we performing? 2003/04 Metrics
    22. 22. How are we performing? 2003/04 Metrics
    23. 23. How are we performing? 2003/04 Metrics
    24. 24. Goals to Improve Service 2004/05 <ul><li>Continue to work with IT support areas that are below the average same or next day response level. </li></ul><ul><li>Develop web-based self service. </li></ul><ul><li>Provide an online knowledge base. </li></ul><ul><li>Continue to work with all LAUSD entities to provide a more coordinated helpdesk strategy to schools and offices. </li></ul><ul><li>Develop automated processes to monitor IT inventory. </li></ul>
    25. 25. Questions - Comments