SWBOCES INSIDER FALL 06
S o u t h e r n We s t c h e s t e r B O C E S - P u t n a m N o r t h e r n We s t c h e s t e r B O C E S - R o c k l a n d B O C E S
Metrics & Accountability 2008-2009 Report July 1, 2008 - June 30, 2009
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Contents Strategies to Achieve Our Vision 2009 - 2010 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 . Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 . Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 . Administrators’ Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 . LHRIC Staff Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 . Network Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 . Network Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 . Technical Services Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 . Technical Services Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 . Systems Integration Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 . Systems Integration Close Out Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 . WAN Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 . Help Desk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 . State Reporting/Test Scoring Scanning & Processing . . . . . . . . . . . . . . . . . . . . . . . . .14 . State Reporting/Test Scoring Call Response & Resolve Time . . . . . . . . . . . . . . . . . . . .14 . Student Management Systems Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . .15 . Student Management Systems Call Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 . Finance Manager/Pentamation Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . .16 . Finance Manager/Pentamation Call Response Time . . . . . . . . . . . . . . . . . . . . . . . . .16 . Administrative Training Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 . Administrative Workshop Participation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 . Model Schools Core Service Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18 . Curriculum & Technology Integration Systems Professional Development Satisfaction . . . . .18 . Operations SPAM & Virus Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 . Data Analysis Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 . July 1, 2008 - June 30, 2009 2
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Strategies to Achieve Our Vision 2009 - 2010 1.
Strengthen and Empower the Consortium
2.
Communicate Our Value and the Value of Technology More Effectively
3.
Use Our Educational Focus to Guide Us
4.
Adopt Simplicity as a Core Value
5.
Bring Appropriate Solutions to Meet Our District’s Needs
July 1, 2008 - June 30, 2009 3
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Acknowledgements We would like to acknowledge the following Advisory Committee members for their contributions in support of our efforts to become an organization synonymous with excellence and the first place our districts turn for technology leadership and expertise:
Dr. Lauren Allan
Ardsley
Dr. Jane Sandbank
Brewster
Dr. Jacquelyn Taylor
Byram Hills
Ms. Alita McCoy Zuber
Clarkstown
Ms. Diane Chaissan
Croton-Harmon
Mr. Donald Beverly
Mahopac
Ms. Ursula Carbone
Nanuet
Dr. Thomas Higgins
P/NW BOCES
Ms. Mary Fox
Pleasantville
Dr. Fred Smith
Pocantico Hills
Ms. Maura McAward
Port Chester-Rye
Dr. Robert McNaughton
Ramapo
Ms. Kaushika Patel
Rockland BOCES
Mr. William Renella
Rockland BOCES
Ms. Florence O’Connor
Yorktown
Ms. Sandra Simpson
SW BOCES
Mr. James O’Brien
SW BOCES
Mr. John Hall
SW BOCES
Ms. Jean Benitez
SW BOCES
Ms. Sarah Martabano
SW BOCES
Mr. Joseph Cundari
SW BOCES
Many thanks to the school districts in the Lower Hudson Region that support the LHRIC.
July 1, 2008 - June 30, 2009 4
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Summary The Lower Hudson Regional Information Center (LHRIC) is in its third year of executing our strategic plan of empowering and strengthening the consortium. We consider this plan to be the cornerstone of our future, it defines our commitment to you, our customer. In each of the annual surveys of the previous two years, we received the same satisfaction level rating from you, indicating that we had met your educational technology expectations usually or always 83% of the time. While meeting your expectations is always our goal, we aimed higher and strived to improve our standards in the 2008-2009 school year. We are proud to announce that we have increased the satisfaction rating in almost all of our service areas and 87% of respondents reported that we have met their educational technology expectations. Additionally, you continued to give high ratings for the quality and professionalism of our staff. We are very excited by this increase in the satisfaction level, as it is an indication that we are listening to you and are on the right road to a true partnership with you. These percentages will motivate us to aim even higher in the 2009-2010 school year. As in the past, we invite you to be active participants in our planning and decision-making process. Sincerely, Jim O’Brien, Director
July 1, 2008 - June 30, 2009 5
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Administrators’ Survey
1.
In general, how would you rate your partnership with the LHRIC? Avg. 4.05
The purpose of this survey is to determine the overall level of satisfaction administrators have with the LHRIC. We ask that they answer 16 questions based upon their perception of LHRIC services. 2.
This survey is administered annually by the Regional Coordinators to school district Superintendents, Assistant Superintendents of Instruction, Business Officials and Directors of Technology.
Regional Coordinators:
3.
Jean Benitez Joseph Cundari John Hall
How did we do? Rating: 4.20
4.
LHRIC Customer Satisfaction Survey
4 3 2
4.20
Rating 5 4 3 2 1
Response High
Low
Count 15 8 3 0 0
Rating 5 4 3 2 1
Response High
Low
Count 12 6 3 2 0
If you receive WAN support (Telecom, Internet Access, Help Desk) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.14
5
Low
Count 17 12 10 1 1
If you receive Network Systems Integration/Project Management support from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.22
Sarah Martabano
Response High
If you receive Network support (LAN, Tech Services) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.46
With this information, we not only know what upper level administrators think of the LHRIC, but we can also compare perceptions across various user areas within a district.
Rating 5 4 3 2 1
Rating 5 4 3 2 1
Response High
Low
Count 16 13 3 1 2
1 0 Based on 41 respondents
Administrators’ Survey Continued on next page.
July 1, 2008 - June 30, 2009 6
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report 9.
Administrators’ Survey Continued from previous page.
5.
If you receive support for a Student Information System (SASI, eSchoolData, eSchoolPLUS, PowerSchool, Infinite Campus) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 3.64
6.
Low
Count 3 14 9 2 0
Rating 5 4 3 2 1
Response High
Low
Rating 5 4 3 2 1
Response High
Low
Rating 5 4 3 2 1
Response High
Low
Rating
Response
Count
5
High
9
4
10
3
4
1
1 Low
0
10. If you receive Distance Learning (Video Conferencing) support from the LHRIC, how would you rate your current satisfaction level with that service? Avg. 4.20
Count 7 13 2 0 1
Rating 5 4 3 2 1
Response High
Low
Count 8 4 1 2 0
11. If you receive Curriculum and Technology Integration Services (SuccessMaker, Waterford, etc.) from the LHRIC, how would you rate your current satisfaction level with those services?
Count 12 3 1 1 1
Avg.
Rating
Response
Count
4.50
5 4 3 2 1
High
5 2 1 0 0
Low
12. If you participate in the Technology Leadership Institute (TLI) how would you rate your current satisfaction level with that service?
If you receive Data Management support (Data Warehouse, CIO, Test Scoring, Certify) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.56
Avg. 4.13
2
If you receive Administrative Staff Development from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.33
8.
Response High
If you receive Financial application support (Finance Manager, Pentamation) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.09
7.
Rating 5 4 3 2 1
If you receive Model Schools support from the LHRIC, how would you rate your current satisfaction level with that service?
Avg. 4.58
Count 21 8 3 0 0
Rating 5 4 3 2 1
Response High
Low
Count 15 8 1 0 0
Administrators’ Survey Continued on next page.
July 1, 2008 - June 30, 2009 7
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report LHRIC Staff Survey
Administrators’ Survey Continued from previous page.
13. How would you rate the quality of communications with the LHRIC? Avg. 4.11
Rating 5 4 3 2 1
Response High
Low
One of our strategic goals was that the LHRIC would be a satisfying place to work. We annually survey our staff to measure our progress towards this goal.
Count 17 8 13 0 0
Director: James O’Brien
14. Relative to cost, rate the value of the LHRIC services to which you subscribe? Avg.
Rating
Response
Count
3.63
5 4 3 2 1
High
9 12 14 5 0
Low
How did we do? Rating: 3.49
15. How would you rate the professionalism of the LHRIC Staff? (Please base your response on Appearance, Conduct, Reliability, and Verbal/Written Communications.) Avg. 4.38
Rating 5 4 3 2 1
Response High
Low
Count 22 11 5 1 0
16. How well does the LHRIC meet your educational technology expectations? Always Usually
7 28
Sometimes Never
LHRIC Staff Satisfaction Survey
5 0
5 4
4.0
3
3.7
3.5
3.4
3.9 3.1
3.0
2 1 0
1
2
3
4
Based on 83 respondents
July 1, 2008 - June 30, 2009 8
5
6
7
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report 5.
LHRIC Staff Survey Continued from previous page.
1.
In general, how would you rate the LHRIC as a place to work? Avg. 3.96
2.
4.
Response High
Low
Avg. 3.49
Count 31 26 20 4 2
6.
Rating 5 4 3 2 1
Response High
Low
Count 23 31 17 8 4
7.
Rating 5 4 3 2 1
Rating 5 4 3 2 1
How would you rate the quality of communications at the LHRIC? Avg. Rating Response Count 2.95 5 High 8 4 23 3 19 2 21 1 Low 11
July 1, 2008 - June 30, 2009 9
Response High
Low
Count 18 26 24 9 6
Response High
Low
Count 28 25 22 6 2
How would you rate the professional growth and career paths offered by the LHRIC? Avg. 3.06
How would you rate the quality of leadership and supervision at the LHRIC? Avg. Rating Response Count 3.39 5 High 20 4 18 3 24 2 14 1 Low 6
Rating 5 4 3 2 1
What is your level of pride in the LHRIC image? Avg. 3.86
What is your satisfaction level with your position at the LHRIC? Avg. 3.73
3.
Rating 5 4 3 2 1
How would you rate the LHRIC as innovative and forward thinking?
Response High
Low
Count 16 15 24 14 14
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Network Response Time
Network Resolve Time
Our promise is to respond to network trouble calls within 16 hours of being reported to the Help Desk. (Emergency outages receive a four hour response.)
We believe that the time it takes to resolve the problem is the measurement that matters most to our customers. The chart below illustrates how long it took to resolve network trouble calls.
When a technician begins to work on a problem, he or she records it with the Help Desk.
Note: Sometimes resolving the problem requires hardware or software to be ordered or dealing with third-party vendors.
This report shows the number of calls received by the Help Desk and how often the Networking staff responded to the call in the 16 hour time period.
Technology Services Manager: Robert Predgo
Technology Services Manager:
Coordinator:
Robert Predgo
Anthony Ferrante
Coordinator: Anthony Ferrante
How did we do? Calls Resolved: 58% (under 16 hrs.)
How did we do?
Calls Resolved: 42% (over 16 hrs.)
Response Time: 74% (under 16 hrs.) Response Time: 26% (over 16 hrs.)
LAN Team Response Time
LAN Team Resolve Time
26% 42% 58% 74% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 20,798 calls
Based on 26,767 calls
July 1, 2008 - June 30, 2009 10
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Technical Services Response Time
Technical Services Resolve Time
Our promise is to respond to all hardware repair trouble calls within 16 hours of being reported to the Help Desk. When a technician begins to work on the problem, he or she records it with the Help Desk.
We believe that the time it takes to resolve the problem is the measurement that matters most to our customers. The chart below illustrates how long it took to resolve the hardware problem.
This report shows the number of calls received by the Help Desk and whether the Technical Services staff responded to the call in the 16 hour time period.
Note: Included in this area is equipment that needs to be sent out to manufacturers for warranty maintenance, as well as repairs which need parts ordered.
Technology Services Manager:
Technology Services Manager:
Robert Predgo
Robert Predgo
Coordinator:
Coordinator:
Brad LeBosse
Brad LeBosse
How did we do?
How did we do?
Response Time: 77% (under 16 hrs.)
Resolve Time: 30% (under 16 hrs.)
Response Time: 23% (over 16 hrs.)
Resolve Time: 70% (over 16 hrs.)
Technical Services Response Time
Technical Services Resolve Time
23%
30%
70%
77% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 5,196 calls
Based on 5,382 calls
July 1, 2008 - June 30, 2009 11
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Systems Integration Customer Satisfaction
Systems Integration Close Out Time
At the end of each systems integration project, we survey our customers regarding their level of satisfaction with our management of the project. Questions on this survey range from how well we communicated, to whether our customers would be an enthusiastic reference for another district.
At the end of any large systems integration project there are generally small items that need to be closed out. These items can range from adding a piece of equipment that was not available at the time of the project install, to providing documentation for the installation.
Sixty-three projects were completed during the 08-09 year. This accounted for 4,384 engineering hours and 1,647 project management hours.
We measure the time it takes to close out these “punch list” items to insure that the project does not drag on. An industry metric for quality is the time it takes to clean up items as compared to the time it takes to complete the project. Close out time or punch list time indicates how well issues were addressed the first time through.
Technology Services Manager: Robert Predgo Coordinator:
Technology Services Manager:
Ervin Virola
Robert Predgo Coordinator:
How did we do?
Ervin Virola
Rating: 4.57
How did we do? Punch List Completion Time: 2% Installation Time: 98%
Close Out Time
Systems Integration Customer Satisfaction
2%
5 4 3 2
4.57 98%
1
Installation Time Punch List Completion Time
0 Based on 32 respondents
Based on 63 projects
July 1, 2008 - June 30, 2009 12
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
WAN Resolve Time
Help Desk Calls
Our promise is to resolve Wide Area Network (WAN) trouble calls within 16 hours. The measurement we use is how quickly a WAN problem is resolved. Each problem is unique and often requires coordination with other entities such as Verizon for data line problems, Cisco for equipment problems, and our districts for building access.
This measurement gives the LHRIC a baseline number for calls received over 1 year. The Help Desk routed 40,159 calls this year. Technology Services Manager: Robert Predgo Coordinator: John DiChiara
Technology Services Manager:
How did we do?
Robert Predgo
The number of calls routed by the Help Desk was consistent with the previous year's number of calls.
Coordinator: Jim Amell How did we do? Calls Resolved: 59% (under 16 hrs.) Calls Resolved: 41% (over 16 hrs.)
Help Desk Number of Calls
WAN Team Resolve Time
50,000
41%
40,000 30,000 59%
20,000
Under 16 Hours Over 16 Hours
10,000 0
Based on 330 calls
July 1, 2008 - June 30, 2009 13
40,159
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
State Reporting/Test Scoring Scanning & Processing
State Reporting/Test Scoring Call Response & Resolve Time
The LHRIC State Reporting team assists districts in the processing of Assessments, as well as verification and loading of Student and Assessment data through the various levels of the Data Warehouse required for State Reporting.
State assessments, state reporting, and test scoring are accomplished through loading data to the Level 1 data warehouse. Demographic, enrollment, program services, assessments, special education snapshots, and events data result in reports and the district’s New York State report card.
The data warehouse had 202,875 active students for 2008 - 09. The State Reporting/Test Scoring Team scanned and processed the following number of tests: ELA: Math: Social Studies: Science: Alternate Assessment: NYSESLAT: Regents:
The State Reporting/Test Scoring Team promises to answer customer calls within 8 hours (1 business day) and resolve these requests within 16 hours (2 business days.)
81,614 82,302 27,695 23,435 1,109 10,780 68,081
Student Services Manager: Maureen McCarthy Team Leader: Rob Mahig
Student Services Manager: Maureen McCarthy
Project Manager: Mark Samis
Team Leader: Rob Mahig
How did we do? Response Time: 91% (within 8 hrs.) Resolve Time: 94% (within 16 hrs.)
How did we do? Test Scanned: 295,016
State Reporting /Test Scoring Scanning & Processing
State Reporting Response Time
State Reporting Resolve Time
9%
23.08%
27.66%
0.38% 3.65% 7.94% 9.39%
27.90%
ELA Math Social Studies Science NYSESLAT Alternate Assessment Regents
6%
91% Within 8 Hours Over 8 Hours
Based on 15,132 calls
July 1, 2008 - June 30, 2009 14
94% Within 16 Hours Over 16 Hours
Based on 15,132 calls
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Student Management Systems Customer Satisfaction
Student Management Systems Call Resolve Time
Our promise is to deliver a high quality support service for school district personnel to run their student systems efficiently.
The Student Management Systems support team promises to resolve Help Desk calls for support within two business days (16 hrs.)
Student management systems enable schools to provide schedules, report cards, attendance and other major district and state required reports. The Student Department supports eSchoolData, eSchoolPLUS, Infinite Campus, and SASI in 33 districts, consisting of 174 school buildings and a total of 110,558 students.
Student management systems enable schools to provide schedules, report cards, attendance and other major district and state required reports. Student Services Manager: Maureen McCarthy
Our support teams are committed to providing high customer satisfaction, which we measure in the areas of training and application use.
Coordinator:
Student Services Manager:
How did we do?
Catherine Brown
Maureen McCarthy
Calls Resolved: 94% (within 16 hrs.)
Coordinator:
Calls Resolved:
6% (over 16 hrs.)
Catherine Brown How did we do? Rating: 4.17
Student Management Systems Customer Satisfaction
Student Management Systems Resolve Time 6%
5 4 3 2
4.17
1 0
Under 16 Hours Over 16 Hours
Based on 26 respondents
Based on 25,449 calls
July 1, 2008 - June 30, 2009 15
94%
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Finance Manager/Pentamation Customer Satisfaction
Finance Manager/Pentamation Call Response Time
We survey our districts annually to assess their satisfaction with our performance. Questions range from staff professionalism and competence to responsiveness and reliability.
This data is tracked with the Help Desk. Our standard is to return calls within 3 hours. The statistics show how many problem calls we received over the year and the average response time.
Applications Manager: Applications Manager:
Elaine Bliss
Elaine Bliss
Coordinator:
Coordinator:
Elaine Papp
Elaine Papp How did we do? Ratings:
How did we do?
Finance Manager: 4.38
Response Time: 95% (under 3 hrs.)
Pentamation Financial: 5.00
Response Time:
5% (over 3 hrs.)
Finance Manager/Pentamation Financial Customer Satisfaction 5 4
Finance Manager/Pentamation Financial Response Time
5.00 4.38
5%
3 2 1 0
95% Finance Manager
Under 3 Hours Over 3 Hours
Pentamation Financial
40 respondents for Finance Manager 2 respondents for Pentamation Financial
Based on 13,550 calls
July 1, 2008 - June 30, 2009 16
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Administrative Training Customer Satisfaction
Administrative Workshop Participation
Our promise is to provide participants with skills that will aid in the successful performance of their jobs. At the end of each workshop, participants are asked to assess the success of their experience by filling out an evaluation form.
The LHRIC is committed to tracking the needs of participants attending administrative training sessions for the purpose of planning future offerings. These statistics form the basis of customization for a successful program.
Student Services Manager: Student Services Manager:
Maureen McCarthy
Maureen McCarthy
Coordinator:
Coordinator:
Jill Germano
Jill Germano
How did we do?
How did we do?
Rating: 4.92
Participants Support Staff:
Administrative Workshops
88%
Teachers:
5%
Administrators:
7%
Administrative Workshop Participation 5%
5
7%
4 3
4.92
2
88%
1
Support Staff Teachers Administrators
0 Based on 314 respondents
Based on 458 participants
July 1, 2008 - June 30, 2009 17
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Model Schools Core Service Satisfaction
Curriculum & Technology Integration Systems Professional Development Satisfaction
Our commitment is to design professional development workshops and offers that empower teachers to begin effectively using technology in their instructional settings.
Our promise is to enable teachers to effectively integrate technology with their classroom curriculum. Comprehensive Courseware is flexible curriculum-based software that is supported by a management and assessment system.
A survey is administered at the conclusion of each Core Service workshop and session, which provides us with feedback on the relevance of the content, the overall quality of the learning experience, and how well we responded to participant needs.
Teachers learn strategies to monitor students’ activities as they focus on increasing student achievement. We provide a variety of professional development activities that enable schools to meet their goals and New York State standards. Each workshop is evaluated based on 7 criteria, ranging from integration of workshop content in the classroom to the physical environment of the workshop.
Instructional Technology Manager: Jean Benitez Coordinator: Leslie Accardo
Instructional Technology Manager: Jean Benitez
How did we do?
Coordinator:
Rating: 4.59
Madalyn Romano
Number of Core Service Member Districts: 47 Number of Core Service Events Scheduled: 100
How did we do?
Number of Participants Completing Core Service Events: 574
Rating: 4.51 Note: Seven hundred sixty-two respondents reflects an increase of 38% from last year.
Model Schools Core Service Workshops and Sessions
Curriculum & Technology Integration Systems Professional Development Workshops
5
5
4
4
3 2
3
4.59
2
1
1
0
0
Based on 234 respondents
4.51
Based on 762 respondents
July 1, 2008 - June 30, 2009 18
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Operations SPAM & Virus Protection
Data Analysis Customer Satisfaction
Our promise is to remove Internet e-mail viruses and unsolicited mass e-mail (SPAM) before they reach our customers.
The Data Analysis Service provides reports, support, training and events around the LHRIC Level 1 Data Warehouse in order to improve student achievement. Thirty-two districts currently participate in this service.
Of the approximately 1,760,173,500 e-mails delivered to our servers, 36,189,852 were stopped as e-mail threats, 1,615,362,280 were stopped as SPAM and 10,131,668 viruses were intercepted before infecting districts.
Student Services Manager: Maureen McCarthy
Note: Thirty-five districts participate in our SPAM filtering service.
Project Manager: Mark Samis
Technology Services Manager: Robert Predgo Manager:
How did we do?
William Stein
Rating: 4.52
How did we do? Threat E-Mails Stopped: •Forbidden Attachments: 1,983,932 •Phishing E-Mails: 21,763,108 •Language Filtered E-Mails: 12,442,812 SPAM E-Mails Stopped: 1,615,362,280 Viruses Stopped: 10,131,668 Total E-Mail Delivered to Our Districts: 98,489,700
Operations SPAM & Virus Protection 1% 6% 2%
Data Analysis Customer Satisfaction
E-Mail Delivered to Our Customers Blocked as E-mail Threat
5 4 3
Blocked as SPAM
2 91%
Viruses Stopped
4.52
1 0
Based on 1,760,173,500 e-mails delivered to our servers
Based on 7 respondents
July 1, 2008 - June 30, 2009 19
“We believe the future of the LHRIC is dependent on our ability to empower our districts to participate in the life of the consortium and guide its development.”
S o u t h e r n We s t c h e s t e r B O C E S - P u t n a m N o r t h e r n We s t c h e s t e r B O C E S - R o c k l a n d B O C E S
July 1, 2008 - June 30, 2009
Metrics & Accountability 2008-2009 Report July 1, 2008 - June 30, 2009
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Contents Strategies to Achieve Our Vision 2009 - 2010 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 . Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 . Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 . Administrators’ Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 . LHRIC Staff Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 . Network Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 . Network Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 . Technical Services Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 . Technical Services Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 . Systems Integration Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 . Systems Integration Close Out Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 . WAN Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 . Help Desk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 . State Reporting/Test Scoring Scanning & Processing . . . . . . . . . . . . . . . . . . . . . . . . .14 . State Reporting/Test Scoring Call Response & Resolve Time . . . . . . . . . . . . . . . . . . . .14 . Student Management Systems Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . .15 . Student Management Systems Call Resolve Time . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 . Finance Manager/Pentamation Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . .16 . Finance Manager/Pentamation Call Response Time . . . . . . . . . . . . . . . . . . . . . . . . .16 . Administrative Training Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 . Administrative Workshop Participation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 . Model Schools Core Service Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18 . Curriculum & Technology Integration Systems Professional Development Satisfaction . . . . .18 . Operations SPAM & Virus Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 . Data Analysis Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 . July 1, 2008 - June 30, 2009 2
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2008-2009 Metrics Report
Strategies to Achieve Our Vision 2009 - 2010 1.
Strengthen and Empower the Consortium
2.
Communicate Our Value and the Value of Technology More Effectively
3.
Use Our Educational Focus to Guide Us
4.
Adopt Simplicity as a Core Value
5.
Bring Appropriate Solutions to Meet Our District’s Needs
July 1, 2008 - June 30, 2009 3
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2008-2009 Metrics Report
Acknowledgements We would like to acknowledge the following Advisory Committee members for their contributions in support of our efforts to become an organization synonymous with excellence and the first place our districts turn for technology leadership and expertise:
Dr. Lauren Allan
Ardsley
Dr. Jane Sandbank
Brewster
Dr. Jacquelyn Taylor
Byram Hills
Ms. Alita McCoy Zuber
Clarkstown
Ms. Diane Chaissan
Croton-Harmon
Mr. Donald Beverly
Mahopac
Ms. Ursula Carbone
Nanuet
Dr. Thomas Higgins
P/NW BOCES
Ms. Mary Fox
Pleasantville
Dr. Fred Smith
Pocantico Hills
Ms. Maura McAward
Port Chester-Rye
Dr. Robert McNaughton
Ramapo
Ms. Kaushika Patel
Rockland BOCES
Mr. William Renella
Rockland BOCES
Ms. Florence O’Connor
Yorktown
Ms. Sandra Simpson
SW BOCES
Mr. James O’Brien
SW BOCES
Mr. John Hall
SW BOCES
Ms. Jean Benitez
SW BOCES
Ms. Sarah Martabano
SW BOCES
Mr. Joseph Cundari
SW BOCES
Many thanks to the school districts in the Lower Hudson Region that support the LHRIC.
July 1, 2008 - June 30, 2009 4
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2008-2009 Metrics Report
Summary The Lower Hudson Regional Information Center (LHRIC) is in its third year of executing our strategic plan of empowering and strengthening the consortium. We consider this plan to be the cornerstone of our future, it defines our commitment to you, our customer. In each of the annual surveys of the previous two years, we received the same satisfaction level rating from you, indicating that we had met your educational technology expectations usually or always 83% of the time. While meeting your expectations is always our goal, we aimed higher and strived to improve our standards in the 2008-2009 school year. We are proud to announce that we have increased the satisfaction rating in almost all of our service areas and 87% of respondents reported that we have met their educational technology expectations. Additionally, you continued to give high ratings for the quality and professionalism of our staff. We are very excited by this increase in the satisfaction level, as it is an indication that we are listening to you and are on the right road to a true partnership with you. These percentages will motivate us to aim even higher in the 2009-2010 school year. As in the past, we invite you to be active participants in our planning and decision-making process. Sincerely, Jim O’Brien, Director
July 1, 2008 - June 30, 2009 5
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Administrators’ Survey
1.
In general, how would you rate your partnership with the LHRIC? Avg. 4.05
The purpose of this survey is to determine the overall level of satisfaction administrators have with the LHRIC. We ask that they answer 16 questions based upon their perception of LHRIC services. 2.
This survey is administered annually by the Regional Coordinators to school district Superintendents, Assistant Superintendents of Instruction, Business Officials and Directors of Technology.
Regional Coordinators:
3.
Jean Benitez Joseph Cundari John Hall
How did we do? Rating: 4.20
4.
LHRIC Customer Satisfaction Survey
4 3 2
4.20
Rating 5 4 3 2 1
Response High
Low
Count 15 8 3 0 0
Rating 5 4 3 2 1
Response High
Low
Count 12 6 3 2 0
If you receive WAN support (Telecom, Internet Access, Help Desk) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.14
5
Low
Count 17 12 10 1 1
If you receive Network Systems Integration/Project Management support from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.22
Sarah Martabano
Response High
If you receive Network support (LAN, Tech Services) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.46
With this information, we not only know what upper level administrators think of the LHRIC, but we can also compare perceptions across various user areas within a district.
Rating 5 4 3 2 1
Rating 5 4 3 2 1
Response High
Low
Count 16 13 3 1 2
1 0 Based on 41 respondents
Administrators’ Survey Continued on next page.
July 1, 2008 - June 30, 2009 6
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report 9.
Administrators’ Survey Continued from previous page.
5.
If you receive support for a Student Information System (SASI, eSchoolData, eSchoolPLUS, PowerSchool, Infinite Campus) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 3.64
6.
Low
Count 3 14 9 2 0
Rating 5 4 3 2 1
Response High
Low
Rating 5 4 3 2 1
Response High
Low
Rating 5 4 3 2 1
Response High
Low
Rating
Response
Count
5
High
9
4
10
3
4
1
1 Low
0
10. If you receive Distance Learning (Video Conferencing) support from the LHRIC, how would you rate your current satisfaction level with that service? Avg. 4.20
Count 7 13 2 0 1
Rating 5 4 3 2 1
Response High
Low
Count 8 4 1 2 0
11. If you receive Curriculum and Technology Integration Services (SuccessMaker, Waterford, etc.) from the LHRIC, how would you rate your current satisfaction level with those services?
Count 12 3 1 1 1
Avg.
Rating
Response
Count
4.50
5 4 3 2 1
High
5 2 1 0 0
Low
12. If you participate in the Technology Leadership Institute (TLI) how would you rate your current satisfaction level with that service?
If you receive Data Management support (Data Warehouse, CIO, Test Scoring, Certify) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.56
Avg. 4.13
2
If you receive Administrative Staff Development from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.33
8.
Response High
If you receive Financial application support (Finance Manager, Pentamation) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.09
7.
Rating 5 4 3 2 1
If you receive Model Schools support from the LHRIC, how would you rate your current satisfaction level with that service?
Avg. 4.58
Count 21 8 3 0 0
Rating 5 4 3 2 1
Response High
Low
Count 15 8 1 0 0
Administrators’ Survey Continued on next page.
July 1, 2008 - June 30, 2009 7
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2008-2009 Metrics Report LHRIC Staff Survey
Administrators’ Survey Continued from previous page.
13. How would you rate the quality of communications with the LHRIC? Avg. 4.11
Rating 5 4 3 2 1
Response High
Low
One of our strategic goals was that the LHRIC would be a satisfying place to work. We annually survey our staff to measure our progress towards this goal.
Count 17 8 13 0 0
Director: James O’Brien
14. Relative to cost, rate the value of the LHRIC services to which you subscribe? Avg.
Rating
Response
Count
3.63
5 4 3 2 1
High
9 12 14 5 0
Low
How did we do? Rating: 3.49
15. How would you rate the professionalism of the LHRIC Staff? (Please base your response on Appearance, Conduct, Reliability, and Verbal/Written Communications.) Avg. 4.38
Rating 5 4 3 2 1
Response High
Low
Count 22 11 5 1 0
16. How well does the LHRIC meet your educational technology expectations? Always Usually
7 28
Sometimes Never
LHRIC Staff Satisfaction Survey
5 0
5 4
4.0
3
3.7
3.5
3.4
3.9 3.1
3.0
2 1 0
1
2
3
4
Based on 83 respondents
July 1, 2008 - June 30, 2009 8
5
6
7
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2008-2009 Metrics Report 5.
LHRIC Staff Survey Continued from previous page.
1.
In general, how would you rate the LHRIC as a place to work? Avg. 3.96
2.
4.
Response High
Low
Avg. 3.49
Count 31 26 20 4 2
6.
Rating 5 4 3 2 1
Response High
Low
Count 23 31 17 8 4
7.
Rating 5 4 3 2 1
Rating 5 4 3 2 1
How would you rate the quality of communications at the LHRIC? Avg. Rating Response Count 2.95 5 High 8 4 23 3 19 2 21 1 Low 11
July 1, 2008 - June 30, 2009 9
Response High
Low
Count 18 26 24 9 6
Response High
Low
Count 28 25 22 6 2
How would you rate the professional growth and career paths offered by the LHRIC? Avg. 3.06
How would you rate the quality of leadership and supervision at the LHRIC? Avg. Rating Response Count 3.39 5 High 20 4 18 3 24 2 14 1 Low 6
Rating 5 4 3 2 1
What is your level of pride in the LHRIC image? Avg. 3.86
What is your satisfaction level with your position at the LHRIC? Avg. 3.73
3.
Rating 5 4 3 2 1
How would you rate the LHRIC as innovative and forward thinking?
Response High
Low
Count 16 15 24 14 14
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Network Response Time
Network Resolve Time
Our promise is to respond to network trouble calls within 16 hours of being reported to the Help Desk. (Emergency outages receive a four hour response.)
We believe that the time it takes to resolve the problem is the measurement that matters most to our customers. The chart below illustrates how long it took to resolve network trouble calls.
When a technician begins to work on a problem, he or she records it with the Help Desk.
Note: Sometimes resolving the problem requires hardware or software to be ordered or dealing with third-party vendors.
This report shows the number of calls received by the Help Desk and how often the Networking staff responded to the call in the 16 hour time period.
Technology Services Manager: Robert Predgo
Technology Services Manager:
Coordinator:
Robert Predgo
Anthony Ferrante
Coordinator: Anthony Ferrante
How did we do? Calls Resolved: 58% (under 16 hrs.)
How did we do?
Calls Resolved: 42% (over 16 hrs.)
Response Time: 74% (under 16 hrs.) Response Time: 26% (over 16 hrs.)
LAN Team Response Time
LAN Team Resolve Time
26% 42% 58% 74% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 20,798 calls
Based on 26,767 calls
July 1, 2008 - June 30, 2009 10
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2008-2009 Metrics Report
Technical Services Response Time
Technical Services Resolve Time
Our promise is to respond to all hardware repair trouble calls within 16 hours of being reported to the Help Desk. When a technician begins to work on the problem, he or she records it with the Help Desk.
We believe that the time it takes to resolve the problem is the measurement that matters most to our customers. The chart below illustrates how long it took to resolve the hardware problem.
This report shows the number of calls received by the Help Desk and whether the Technical Services staff responded to the call in the 16 hour time period.
Note: Included in this area is equipment that needs to be sent out to manufacturers for warranty maintenance, as well as repairs which need parts ordered.
Technology Services Manager:
Technology Services Manager:
Robert Predgo
Robert Predgo
Coordinator:
Coordinator:
Brad LeBosse
Brad LeBosse
How did we do?
How did we do?
Response Time: 77% (under 16 hrs.)
Resolve Time: 30% (under 16 hrs.)
Response Time: 23% (over 16 hrs.)
Resolve Time: 70% (over 16 hrs.)
Technical Services Response Time
Technical Services Resolve Time
23%
30%
70%
77% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 5,196 calls
Based on 5,382 calls
July 1, 2008 - June 30, 2009 11
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2008-2009 Metrics Report
Systems Integration Customer Satisfaction
Systems Integration Close Out Time
At the end of each systems integration project, we survey our customers regarding their level of satisfaction with our management of the project. Questions on this survey range from how well we communicated, to whether our customers would be an enthusiastic reference for another district.
At the end of any large systems integration project there are generally small items that need to be closed out. These items can range from adding a piece of equipment that was not available at the time of the project install, to providing documentation for the installation.
Sixty-three projects were completed during the 08-09 year. This accounted for 4,384 engineering hours and 1,647 project management hours.
We measure the time it takes to close out these “punch list” items to insure that the project does not drag on. An industry metric for quality is the time it takes to clean up items as compared to the time it takes to complete the project. Close out time or punch list time indicates how well issues were addressed the first time through.
Technology Services Manager: Robert Predgo Coordinator:
Technology Services Manager:
Ervin Virola
Robert Predgo Coordinator:
How did we do?
Ervin Virola
Rating: 4.57
How did we do? Punch List Completion Time: 2% Installation Time: 98%
Close Out Time
Systems Integration Customer Satisfaction
2%
5 4 3 2
4.57 98%
1
Installation Time Punch List Completion Time
0 Based on 32 respondents
Based on 63 projects
July 1, 2008 - June 30, 2009 12
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2008-2009 Metrics Report
WAN Resolve Time
Help Desk Calls
Our promise is to resolve Wide Area Network (WAN) trouble calls within 16 hours. The measurement we use is how quickly a WAN problem is resolved. Each problem is unique and often requires coordination with other entities such as Verizon for data line problems, Cisco for equipment problems, and our districts for building access.
This measurement gives the LHRIC a baseline number for calls received over 1 year. The Help Desk routed 40,159 calls this year. Technology Services Manager: Robert Predgo Coordinator: John DiChiara
Technology Services Manager:
How did we do?
Robert Predgo
The number of calls routed by the Help Desk was consistent with the previous year's number of calls.
Coordinator: Jim Amell How did we do? Calls Resolved: 59% (under 16 hrs.) Calls Resolved: 41% (over 16 hrs.)
Help Desk Number of Calls
WAN Team Resolve Time
50,000
41%
40,000 30,000 59%
20,000
Under 16 Hours Over 16 Hours
10,000 0
Based on 330 calls
July 1, 2008 - June 30, 2009 13
40,159
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
State Reporting/Test Scoring Scanning & Processing
State Reporting/Test Scoring Call Response & Resolve Time
The LHRIC State Reporting team assists districts in the processing of Assessments, as well as verification and loading of Student and Assessment data through the various levels of the Data Warehouse required for State Reporting.
State assessments, state reporting, and test scoring are accomplished through loading data to the Level 1 data warehouse. Demographic, enrollment, program services, assessments, special education snapshots, and events data result in reports and the district’s New York State report card.
The data warehouse had 202,875 active students for 2008 - 09. The State Reporting/Test Scoring Team scanned and processed the following number of tests: ELA: Math: Social Studies: Science: Alternate Assessment: NYSESLAT: Regents:
The State Reporting/Test Scoring Team promises to answer customer calls within 8 hours (1 business day) and resolve these requests within 16 hours (2 business days.)
81,614 82,302 27,695 23,435 1,109 10,780 68,081
Student Services Manager: Maureen McCarthy Team Leader: Rob Mahig
Student Services Manager: Maureen McCarthy
Project Manager: Mark Samis
Team Leader: Rob Mahig
How did we do? Response Time: 91% (within 8 hrs.) Resolve Time: 94% (within 16 hrs.)
How did we do? Test Scanned: 295,016
State Reporting /Test Scoring Scanning & Processing
State Reporting Response Time
State Reporting Resolve Time
9%
23.08%
27.66%
0.38% 3.65% 7.94% 9.39%
27.90%
ELA Math Social Studies Science NYSESLAT Alternate Assessment Regents
6%
91% Within 8 Hours Over 8 Hours
Based on 15,132 calls
July 1, 2008 - June 30, 2009 14
94% Within 16 Hours Over 16 Hours
Based on 15,132 calls
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Student Management Systems Customer Satisfaction
Student Management Systems Call Resolve Time
Our promise is to deliver a high quality support service for school district personnel to run their student systems efficiently.
The Student Management Systems support team promises to resolve Help Desk calls for support within two business days (16 hrs.)
Student management systems enable schools to provide schedules, report cards, attendance and other major district and state required reports. The Student Department supports eSchoolData, eSchoolPLUS, Infinite Campus, and SASI in 33 districts, consisting of 174 school buildings and a total of 110,558 students.
Student management systems enable schools to provide schedules, report cards, attendance and other major district and state required reports. Student Services Manager: Maureen McCarthy
Our support teams are committed to providing high customer satisfaction, which we measure in the areas of training and application use.
Coordinator:
Student Services Manager:
How did we do?
Catherine Brown
Maureen McCarthy
Calls Resolved: 94% (within 16 hrs.)
Coordinator:
Calls Resolved:
6% (over 16 hrs.)
Catherine Brown How did we do? Rating: 4.17
Student Management Systems Customer Satisfaction
Student Management Systems Resolve Time 6%
5 4 3 2
4.17
1 0
Under 16 Hours Over 16 Hours
Based on 26 respondents
Based on 25,449 calls
July 1, 2008 - June 30, 2009 15
94%
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2008-2009 Metrics Report
Finance Manager/Pentamation Customer Satisfaction
Finance Manager/Pentamation Call Response Time
We survey our districts annually to assess their satisfaction with our performance. Questions range from staff professionalism and competence to responsiveness and reliability.
This data is tracked with the Help Desk. Our standard is to return calls within 3 hours. The statistics show how many problem calls we received over the year and the average response time.
Applications Manager: Applications Manager:
Elaine Bliss
Elaine Bliss
Coordinator:
Coordinator:
Elaine Papp
Elaine Papp How did we do? Ratings:
How did we do?
Finance Manager: 4.38
Response Time: 95% (under 3 hrs.)
Pentamation Financial: 5.00
Response Time:
5% (over 3 hrs.)
Finance Manager/Pentamation Financial Customer Satisfaction 5 4
Finance Manager/Pentamation Financial Response Time
5.00 4.38
5%
3 2 1 0
95% Finance Manager
Under 3 Hours Over 3 Hours
Pentamation Financial
40 respondents for Finance Manager 2 respondents for Pentamation Financial
Based on 13,550 calls
July 1, 2008 - June 30, 2009 16
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2008-2009 Metrics Report
Administrative Training Customer Satisfaction
Administrative Workshop Participation
Our promise is to provide participants with skills that will aid in the successful performance of their jobs. At the end of each workshop, participants are asked to assess the success of their experience by filling out an evaluation form.
The LHRIC is committed to tracking the needs of participants attending administrative training sessions for the purpose of planning future offerings. These statistics form the basis of customization for a successful program.
Student Services Manager: Student Services Manager:
Maureen McCarthy
Maureen McCarthy
Coordinator:
Coordinator:
Jill Germano
Jill Germano
How did we do?
How did we do?
Rating: 4.92
Participants Support Staff:
Administrative Workshops
88%
Teachers:
5%
Administrators:
7%
Administrative Workshop Participation 5%
5
7%
4 3
4.92
2
88%
1
Support Staff Teachers Administrators
0 Based on 314 respondents
Based on 458 participants
July 1, 2008 - June 30, 2009 17
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2008-2009 Metrics Report
Model Schools Core Service Satisfaction
Curriculum & Technology Integration Systems Professional Development Satisfaction
Our commitment is to design professional development workshops and offers that empower teachers to begin effectively using technology in their instructional settings.
Our promise is to enable teachers to effectively integrate technology with their classroom curriculum. Comprehensive Courseware is flexible curriculum-based software that is supported by a management and assessment system.
A survey is administered at the conclusion of each Core Service workshop and session, which provides us with feedback on the relevance of the content, the overall quality of the learning experience, and how well we responded to participant needs.
Teachers learn strategies to monitor students’ activities as they focus on increasing student achievement. We provide a variety of professional development activities that enable schools to meet their goals and New York State standards. Each workshop is evaluated based on 7 criteria, ranging from integration of workshop content in the classroom to the physical environment of the workshop.
Instructional Technology Manager: Jean Benitez Coordinator: Leslie Accardo
Instructional Technology Manager: Jean Benitez
How did we do?
Coordinator:
Rating: 4.59
Madalyn Romano
Number of Core Service Member Districts: 47 Number of Core Service Events Scheduled: 100
How did we do?
Number of Participants Completing Core Service Events: 574
Rating: 4.51 Note: Seven hundred sixty-two respondents reflects an increase of 38% from last year.
Model Schools Core Service Workshops and Sessions
Curriculum & Technology Integration Systems Professional Development Workshops
5
5
4
4
3 2
3
4.59
2
1
1
0
0
Based on 234 respondents
4.51
Based on 762 respondents
July 1, 2008 - June 30, 2009 18
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2008-2009 Metrics Report
Operations SPAM & Virus Protection
Data Analysis Customer Satisfaction
Our promise is to remove Internet e-mail viruses and unsolicited mass e-mail (SPAM) before they reach our customers.
The Data Analysis Service provides reports, support, training and events around the LHRIC Level 1 Data Warehouse in order to improve student achievement. Thirty-two districts currently participate in this service.
Of the approximately 1,760,173,500 e-mails delivered to our servers, 36,189,852 were stopped as e-mail threats, 1,615,362,280 were stopped as SPAM and 10,131,668 viruses were intercepted before infecting districts.
Student Services Manager: Maureen McCarthy
Note: Thirty-five districts participate in our SPAM filtering service.
Project Manager: Mark Samis
Technology Services Manager: Robert Predgo Manager:
How did we do?
William Stein
Rating: 4.52
How did we do? Threat E-Mails Stopped: •Forbidden Attachments: 1,983,932 •Phishing E-Mails: 21,763,108 •Language Filtered E-Mails: 12,442,812 SPAM E-Mails Stopped: 1,615,362,280 Viruses Stopped: 10,131,668 Total E-Mail Delivered to Our Districts: 98,489,700
Operations SPAM & Virus Protection 1% 6% 2%
Data Analysis Customer Satisfaction
E-Mail Delivered to Our Customers Blocked as E-mail Threat
5 4 3
Blocked as SPAM
2 91%
Viruses Stopped
4.52
1 0
Based on 1,760,173,500 e-mails delivered to our servers
Based on 7 respondents
July 1, 2008 - June 30, 2009 19
“We believe the future of the LHRIC is dependent on our ability to empower our districts to participate in the life of the consortium and guide its development.”
S o u t h e r n We s t c h e s t e r B O C E S - P u t n a m N o r t h e r n We s t c h e s t e r B O C E S - R o c k l a n d B O C E S
July 1, 2008 - June 30, 2009
