SWBOCES METRICS Aug 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 2009-2010 Report J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Contents Strategies to Achieve Our Vision 2010 - 2011 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .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 Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . .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/WinCap Financial Customer Satisfaction . . . . . . . . . . . . . . . . . . . .16 . Finance Manager/WinCap Financial 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 . J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 2
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Strategies to Achieve Our Vision 2 010 - 2011 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 Districts’ Needs
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 3
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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. Marie Kish
Byram Hills
Ms. Alita McCoy Zuber
Clarkstown
Ms. Diane Chaissan
Croton-Harmon
Mr. Michael Curtin
Edgemont
Mr. Donald Beverly
Mahopac
Ms. Ursula Carbone
Nanuet
Dr. Sally Harrison
North Rockland
Dr. Thomas Higgins
P/NW BOCES
Ms. Mary Fox-Alter
Pleasantville
Dr. Fred Smith
Pocantico Hills
Dr. Robert McNaughton
Ramapo
Dr. Mary Jean Marsico
Rockland BOCES
Ms. Kaushika Patel
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.
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 4
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Summary The administration and staff at the LHRIC is committed to providing our participating districts with the highest quality services and support. In order to do that, we need feedback from our users, telling us what is working and where we need to improve. We use a number of means to gather this information. Besides surveying the key administrators in each district, the Regional Coordinators meet with the administrators on a regular basis, we ask the question “How are we doing? ” at our user group meetings, and we send out service specific surveys to all of our service users. Internally, we use this information to work with our staff to improve our service. Externally, we report out the results to you, our member districts so that everyone knows how we are doing. This year I am pleased to report that we have shown improvement in virtually every service area as well as in the overall LHRIC categories. I believe that this improvement is a result of the efforts that the staff here has made to listen to what our users are requesting and then doing their best to be responsive. These results will motivate us to aim even higher in the 2010 -2011 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
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 5
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Administrators’ Survey
1.
In general, how would you rate your partnership with the LHRIC? Avg. 4.27
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: 4.33
4.
LHRIC Customer Satisfaction Survey
4 3 2
4.33
Rating 5 4 3 2 1
Response High
Low
Count 21 8 7 1 0
Rating 5 4 3 2 1
Response High
Low
Count 17 13 2 1 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. 4.36
5
Low
Count 27 12 11 1 0
If you receive Network Systems Integration/Project Management support from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.39
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. 4.32
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 19 16 3 1 0
1 0 Based on 51 respondents
Administrators’ Survey Continued on next page.
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 6
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report 9.
Administrators’ Survey Continued from previous page.
5.
If you receive support for a Student Information System (eSchoolData, eSchoolPLUS, PowerSchool, Infinite Campus, SASI) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.05
6.
Low
Count 18 9 6 5 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 4 3 2 1
High
21 7 4 2 0
Avg. 4.23
Count 18 9 2 0 0
Low
Rating 5 4 3 2 1
Response High
Low
Count 7 4 1 0 1
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 15 5 2 1 0
Avg.
Rating
Response
Count
4.50
5 4 3 2 1
High
8 5 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. 4.59
Avg. 4.38
10. If you receive Distance Learning (Video Conferencing) support from the LHRIC, how would you rate your current satisfaction level with that service?
If you receive the State Validation (Certify) Service from the LHRIC, to what degree has it improved your district's State Reporting processes? Avg. 4.48
8.
Response High
If you receive Financial application support (Finance Manager, WinCap) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.55
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. 4.63
Count 28 9 4 0 0
Rating 5 4 3 2 1
Response High
Low
Count 19 6 2 0 0
Administrators’ Survey Continued on next page.
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 7
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report LHRIC Staff Survey
Administrators’ Survey Continued from previous page.
13. How would you rate the quality of communications with the LHRIC? Avg. 4.02
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 20 14 12 2 1
Director: James O’Brien
14. Relative to cost, rate the value of the LHRIC services to which you subscribe? Avg.
Rating
Response
Count
3.68
5 4 3 2 1
High
9 18 16 4 0
Low
How did we do? Rating: 3.58
15. How would you rate the professionalism of the LHRIC Staff? (Please base your response on Appearance, Conduct, Reliability, and Verbal/Written Communications.) Avg. 4.54
Rating 5 4 3 2 1
Response High
Low
Count 31 15 4 0 0
16. How well does the LHRIC meet your educational technology expectations? Always Usually
17 23
Sometimes Never
LHRIC Staff Satisfaction Survey
9 0
5 4
4.1
3
3.7
3.6 3.2
3.6
3.9 3.0
2 1 0
1
2
3
4
Based on 93 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 8
5
6
7
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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. 4.05
2.
4.
Response High
Low
Avg. 3.57
Count 34 37 17 3 2
6.
Rating 5 4 3 2 1
Response High
Low
Count 21 39 20 7 6
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 3.22 5 High 11 4 27 3 32 2 17 1 Low 6
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 9
Response High
Low
Count 20 29 32 8 4
Response High
Low
Count 32 33 21 3 4
How would you rate the professional growth and career paths offered by the LHRIC? Avg. 3.03
How would you rate the quality of leadership and supervision at the LHRIC? Avg. Rating Response Count 3.58 5 High 17 4 38 3 25 2 8 1 Low 5
Rating 5 4 3 2 1
What is your level of pride in the LHRIC image? Avg. 3.92
What is your satisfaction level with your position at the LHRIC? Avg. 3.67
3.
Rating 5 4 3 2 1
How would you rate the LHRIC as innovative and forward thinking?
Response High
Low
Count 9 29 24 18 13
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 75% (under 16 hrs.) Response Time: 25% (over 16 hrs.)
LAN Team Response Time
LAN Team Resolve Time
25% 42% 58% 75% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 25,665 calls
Based on 28,738 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 10
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 32% (under 16 hrs.)
Response Time: 23% (over 16 hrs.)
Resolve Time: 68% (over 16 hrs.)
Technical Services Response Time
Technical Services Resolve Time
23%
32%
68%
77% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 5,794 calls
Based on 5,914 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 11
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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.
Fifty-six projects were completed during the 09 -10 year. This accounted for 3,634 engineering hours and 1,417 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: 4.40
How did we do? Punch List Completion Time: 2% Installation Time: 98%
Systems Integration Close Out Time
Systems Integration Customer Satisfaction
2%
5 4 3 2
4.40 98%
1
Installation Time Punch List Completion Time
0 Based on 21 respondents
Based on 56 projects
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 12
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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 44,037 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 increased by 9.65% from the previous year.
Coordinator: Jim Amell How did we do? Calls Resolved: 70% (under 16 hrs.) Calls Resolved: 30% (over 16 hrs.)
Help Desk Number of Calls
WAN Team Resolve Time
50,000
30%
40,000 30,000 70%
20,000
Under 16 Hours Over 16 Hours
10,000 0
Based on 409 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 13
44,037
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
State Reporting/Test Scoring Customer Satisfaction
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.
In 2009-10, the LHRIC State Reporting team scanned 329,481 test forms for 226,870 students. These students took: 81,571 ELA; 82,228 Math; 27, 211 Social Studies; 23,598 Science; 1,150 Alternate Assessment; 11,112 NYSESLAT and 49,756 Regents exams. This accounts for 276,626 tests processed and reported through the SIRS Data Warehouse for state reporting purposes.
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.) Student Services Manager: Maureen McCarthy
Student Services Manager: Maureen McCarthy
Team Leader: Rob Mahig
Team Leader:
Project Manager:
Rob Mahig
Mark Samis
How did we do? How did we do?
Rating: 4.69
Response Time: 90% (within 8 hrs.) Resolve Time: 95% (within 16 hrs.)
State Reporting Customer Satisfaction
State Reporting Response Time
5
State Reporting Resolve Time
10%
5%
4 3 2
4.69 90% Within 8 Hours Over 8 Hours
1 0
Based on 24,200 calls/e-mails
Based on 39 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 14
95% Within 16 Hours Over 16 Hours
Based on 24,200 calls/e-mails
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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 34 districts, consisting of 163 school buildings and a total of 98,799 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: 91% (under 16 hrs.)
Coordinator:
Calls Resolved:
9% (over 16 hrs.)
Catherine Brown How did we do? Rating: 4.20
Student Management Systems Customer Satisfaction
Student Management Systems Resolve Time 9%
5 4 3 2
4.20
1 0
Under 16 Hours Over 16 Hours
Based on 36 respondents
Based on 11,803 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 15
91%
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Finance Manager/WinCap Financial Customer Satisfaction
Finance Manager/WinCap Financial 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: 4.70
Response Time: 95% (under 3 hrs.)
WinCap Financial: 4.62
Response Time:
5% (over 3 hrs.)
Finance Manager/WinCap Financial Customer Satisfaction 5 4
4.70
Finance Manager/WinCap Financial Response Time
4.62
5%
3 2 1 0
95% Finance Manager
Under 3 Hours Over 3 Hours
WinCap Financial
62 respondents for Finance Manager 17 respondents for WinCap Financial
Based on 14,039 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 16
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 4.89
Participants Support Staff:
86%
Teachers:
8%
Administrators: 6%
Administrative Workshops
Administrative Workshop Participation 8%
5
6%
4 3
4.89
2
86%
1
Support Staff Teachers Administrators
0 Based on 325 respondents
Based on 344 participants
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 17
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 4.78
Madalyn Romano
Number of Core Service Member Districts:
48
Number of Core Service Events Completed: 70
How did we do?
Number of Participants Completing Core Service Events: 717
Rating: 4.83
Model Schools Core Service Workshops and Sessions
Curriculum & Technology Integration Systems Professional Development Workshops
5
5
4
4
3
3
4.78
2
2
1
1
0
0
Based on 108 respondents
4.83
Based on 687 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 18
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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-seven districts currently participate in this service.
Of the approximately 1,700,912,128 e-mails routed to our servers, 1,565,853,320 were stopped as SPAM and 81,700,940 were intercepted as security threats.
Student Services Manager:
Note: Thirty-eight districts participate in our SPAM filtering service.
Maureen McCarthy Project Manager: Mark Samis
Technology Services Manager: Robert Predgo
How did we do?
Manager:
Rating: 4.73
William Stein How did we do? SPAM E-mails Stopped:
1,565,853,320
Total Security Threats:
81,700,940
Total Legitimate E-mails:
53,357,868
Operations SPAM & Virus Protection
5%
Data Analysis Customer Satisfaction 5
3% SPAM E-mails Stopped
4
Total Security Threats
3
Total Legitimate E-mails
2
4.73
1
92%
0 Based on 1,700,912,128 e-mails routed to our servers
Based on 5 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 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
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010
Metrics & Accountability 2009-2010 Report J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Contents Strategies to Achieve Our Vision 2010 - 2011 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .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 Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . .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/WinCap Financial Customer Satisfaction . . . . . . . . . . . . . . . . . . . .16 . Finance Manager/WinCap Financial 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 . J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 2
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Strategies to Achieve Our Vision 2 010 - 2011 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 Districts’ Needs
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 3
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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. Marie Kish
Byram Hills
Ms. Alita McCoy Zuber
Clarkstown
Ms. Diane Chaissan
Croton-Harmon
Mr. Michael Curtin
Edgemont
Mr. Donald Beverly
Mahopac
Ms. Ursula Carbone
Nanuet
Dr. Sally Harrison
North Rockland
Dr. Thomas Higgins
P/NW BOCES
Ms. Mary Fox-Alter
Pleasantville
Dr. Fred Smith
Pocantico Hills
Dr. Robert McNaughton
Ramapo
Dr. Mary Jean Marsico
Rockland BOCES
Ms. Kaushika Patel
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.
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 4
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Summary The administration and staff at the LHRIC is committed to providing our participating districts with the highest quality services and support. In order to do that, we need feedback from our users, telling us what is working and where we need to improve. We use a number of means to gather this information. Besides surveying the key administrators in each district, the Regional Coordinators meet with the administrators on a regular basis, we ask the question “How are we doing? ” at our user group meetings, and we send out service specific surveys to all of our service users. Internally, we use this information to work with our staff to improve our service. Externally, we report out the results to you, our member districts so that everyone knows how we are doing. This year I am pleased to report that we have shown improvement in virtually every service area as well as in the overall LHRIC categories. I believe that this improvement is a result of the efforts that the staff here has made to listen to what our users are requesting and then doing their best to be responsive. These results will motivate us to aim even higher in the 2010 -2011 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
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 5
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Administrators’ Survey
1.
In general, how would you rate your partnership with the LHRIC? Avg. 4.27
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: 4.33
4.
LHRIC Customer Satisfaction Survey
4 3 2
4.33
Rating 5 4 3 2 1
Response High
Low
Count 21 8 7 1 0
Rating 5 4 3 2 1
Response High
Low
Count 17 13 2 1 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. 4.36
5
Low
Count 27 12 11 1 0
If you receive Network Systems Integration/Project Management support from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.39
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. 4.32
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 19 16 3 1 0
1 0 Based on 51 respondents
Administrators’ Survey Continued on next page.
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 6
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report 9.
Administrators’ Survey Continued from previous page.
5.
If you receive support for a Student Information System (eSchoolData, eSchoolPLUS, PowerSchool, Infinite Campus, SASI) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.05
6.
Low
Count 18 9 6 5 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 4 3 2 1
High
21 7 4 2 0
Avg. 4.23
Count 18 9 2 0 0
Low
Rating 5 4 3 2 1
Response High
Low
Count 7 4 1 0 1
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 15 5 2 1 0
Avg.
Rating
Response
Count
4.50
5 4 3 2 1
High
8 5 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. 4.59
Avg. 4.38
10. If you receive Distance Learning (Video Conferencing) support from the LHRIC, how would you rate your current satisfaction level with that service?
If you receive the State Validation (Certify) Service from the LHRIC, to what degree has it improved your district's State Reporting processes? Avg. 4.48
8.
Response High
If you receive Financial application support (Finance Manager, WinCap) from the LHRIC, how would you rate your current satisfaction level with those services? Avg. 4.55
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. 4.63
Count 28 9 4 0 0
Rating 5 4 3 2 1
Response High
Low
Count 19 6 2 0 0
Administrators’ Survey Continued on next page.
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 7
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report LHRIC Staff Survey
Administrators’ Survey Continued from previous page.
13. How would you rate the quality of communications with the LHRIC? Avg. 4.02
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 20 14 12 2 1
Director: James O’Brien
14. Relative to cost, rate the value of the LHRIC services to which you subscribe? Avg.
Rating
Response
Count
3.68
5 4 3 2 1
High
9 18 16 4 0
Low
How did we do? Rating: 3.58
15. How would you rate the professionalism of the LHRIC Staff? (Please base your response on Appearance, Conduct, Reliability, and Verbal/Written Communications.) Avg. 4.54
Rating 5 4 3 2 1
Response High
Low
Count 31 15 4 0 0
16. How well does the LHRIC meet your educational technology expectations? Always Usually
17 23
Sometimes Never
LHRIC Staff Satisfaction Survey
9 0
5 4
4.1
3
3.7
3.6 3.2
3.6
3.9 3.0
2 1 0
1
2
3
4
Based on 93 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 8
5
6
7
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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. 4.05
2.
4.
Response High
Low
Avg. 3.57
Count 34 37 17 3 2
6.
Rating 5 4 3 2 1
Response High
Low
Count 21 39 20 7 6
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 3.22 5 High 11 4 27 3 32 2 17 1 Low 6
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 9
Response High
Low
Count 20 29 32 8 4
Response High
Low
Count 32 33 21 3 4
How would you rate the professional growth and career paths offered by the LHRIC? Avg. 3.03
How would you rate the quality of leadership and supervision at the LHRIC? Avg. Rating Response Count 3.58 5 High 17 4 38 3 25 2 8 1 Low 5
Rating 5 4 3 2 1
What is your level of pride in the LHRIC image? Avg. 3.92
What is your satisfaction level with your position at the LHRIC? Avg. 3.67
3.
Rating 5 4 3 2 1
How would you rate the LHRIC as innovative and forward thinking?
Response High
Low
Count 9 29 24 18 13
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 75% (under 16 hrs.) Response Time: 25% (over 16 hrs.)
LAN Team Response Time
LAN Team Resolve Time
25% 42% 58% 75% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 25,665 calls
Based on 28,738 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 10
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 32% (under 16 hrs.)
Response Time: 23% (over 16 hrs.)
Resolve Time: 68% (over 16 hrs.)
Technical Services Response Time
Technical Services Resolve Time
23%
32%
68%
77% Under 16 Hours
Under 16 Hours
Over 16 Hours
Over 16 Hours
Based on 5,794 calls
Based on 5,914 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 11
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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.
Fifty-six projects were completed during the 09 -10 year. This accounted for 3,634 engineering hours and 1,417 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: 4.40
How did we do? Punch List Completion Time: 2% Installation Time: 98%
Systems Integration Close Out Time
Systems Integration Customer Satisfaction
2%
5 4 3 2
4.40 98%
1
Installation Time Punch List Completion Time
0 Based on 21 respondents
Based on 56 projects
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 12
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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 44,037 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 increased by 9.65% from the previous year.
Coordinator: Jim Amell How did we do? Calls Resolved: 70% (under 16 hrs.) Calls Resolved: 30% (over 16 hrs.)
Help Desk Number of Calls
WAN Team Resolve Time
50,000
30%
40,000 30,000 70%
20,000
Under 16 Hours Over 16 Hours
10,000 0
Based on 409 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 13
44,037
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
State Reporting/Test Scoring Customer Satisfaction
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.
In 2009-10, the LHRIC State Reporting team scanned 329,481 test forms for 226,870 students. These students took: 81,571 ELA; 82,228 Math; 27, 211 Social Studies; 23,598 Science; 1,150 Alternate Assessment; 11,112 NYSESLAT and 49,756 Regents exams. This accounts for 276,626 tests processed and reported through the SIRS Data Warehouse for state reporting purposes.
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.) Student Services Manager: Maureen McCarthy
Student Services Manager: Maureen McCarthy
Team Leader: Rob Mahig
Team Leader:
Project Manager:
Rob Mahig
Mark Samis
How did we do? How did we do?
Rating: 4.69
Response Time: 90% (within 8 hrs.) Resolve Time: 95% (within 16 hrs.)
State Reporting Customer Satisfaction
State Reporting Response Time
5
State Reporting Resolve Time
10%
5%
4 3 2
4.69 90% Within 8 Hours Over 8 Hours
1 0
Based on 24,200 calls/e-mails
Based on 39 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 14
95% Within 16 Hours Over 16 Hours
Based on 24,200 calls/e-mails
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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 34 districts, consisting of 163 school buildings and a total of 98,799 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: 91% (under 16 hrs.)
Coordinator:
Calls Resolved:
9% (over 16 hrs.)
Catherine Brown How did we do? Rating: 4.20
Student Management Systems Customer Satisfaction
Student Management Systems Resolve Time 9%
5 4 3 2
4.20
1 0
Under 16 Hours Over 16 Hours
Based on 36 respondents
Based on 11,803 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 15
91%
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 Metrics Report
Finance Manager/WinCap Financial Customer Satisfaction
Finance Manager/WinCap Financial 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: 4.70
Response Time: 95% (under 3 hrs.)
WinCap Financial: 4.62
Response Time:
5% (over 3 hrs.)
Finance Manager/WinCap Financial Customer Satisfaction 5 4
4.70
Finance Manager/WinCap Financial Response Time
4.62
5%
3 2 1 0
95% Finance Manager
Under 3 Hours Over 3 Hours
WinCap Financial
62 respondents for Finance Manager 17 respondents for WinCap Financial
Based on 14,039 calls
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 16
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 4.89
Participants Support Staff:
86%
Teachers:
8%
Administrators: 6%
Administrative Workshops
Administrative Workshop Participation 8%
5
6%
4 3
4.89
2
86%
1
Support Staff Teachers Administrators
0 Based on 325 respondents
Based on 344 participants
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 17
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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: 4.78
Madalyn Romano
Number of Core Service Member Districts:
48
Number of Core Service Events Completed: 70
How did we do?
Number of Participants Completing Core Service Events: 717
Rating: 4.83
Model Schools Core Service Workshops and Sessions
Curriculum & Technology Integration Systems Professional Development Workshops
5
5
4
4
3
3
4.78
2
2
1
1
0
0
Based on 108 respondents
4.83
Based on 687 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 18
Southern Westchester BOCES - Putnam Northern Westchester BOCES - Rockland BOCES
2009-2010 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-seven districts currently participate in this service.
Of the approximately 1,700,912,128 e-mails routed to our servers, 1,565,853,320 were stopped as SPAM and 81,700,940 were intercepted as security threats.
Student Services Manager:
Note: Thirty-eight districts participate in our SPAM filtering service.
Maureen McCarthy Project Manager: Mark Samis
Technology Services Manager: Robert Predgo
How did we do?
Manager:
Rating: 4.73
William Stein How did we do? SPAM E-mails Stopped:
1,565,853,320
Total Security Threats:
81,700,940
Total Legitimate E-mails:
53,357,868
Operations SPAM & Virus Protection
5%
Data Analysis Customer Satisfaction 5
3% SPAM E-mails Stopped
4
Total Security Threats
3
Total Legitimate E-mails
2
4.73
1
92%
0 Based on 1,700,912,128 e-mails routed to our servers
Based on 5 respondents
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010 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
J u l y 1 , 2 0 0 9 - J u n e 3 0 , 2 010
