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The Computing & Information Technology (C&IT) Performance Scorecard presents measures of our performance level for key systems and services we provide the University community. C&IT is continually gathering data about the systems and services that Wayne State students, faculty, and staff find most valuable and use the most. Around the 10th of each month, we'll post updates that show how well we are (or aren't) doing to improve our services.
The charts below represent C&IT's first attempt at presenting performance measures (key performance indicators or KPIs), and the target goals we are striving to achieve.
The C&IT Quality, Communications, and Compliance Department will use your feedback to refine these measures in the days ahead. We highly value and greatly appreciate your input, so please e-mail your comments and feedback to cit-scorecard@lists.wayne.edu or call Tom Duszynski at (313) 577-5638.
In fall 2008, C&IT conducted the second annual survey on information technology (IT) services at Wayne State University. Students, faculty, staff, and administrators were asked about their overall satisfaction level with IT services at WSU.
Satisfaction is rated on a scale of 1 to 5 from "very dissatisfied" to "very satisfied." The Satisfaction Rating is the percentage of "4" and "5" responses.
The chart below compares the Overall Satisfaction Rating with IT services for the 2007 and 2008 surveys.
NOTE: The fall 2009 survey was conducted October 23 through November 1. Results are being analyzed and will be posted in December 2009. In the meantime, you can get a preview of the survey results here.
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Overall Satisfaction Rating in 2008 | 
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An e-mail survey is sent to every Wayne State student, faculty, and staff member who uses C&IT support services during the month. Each rates his or her satisfaction level on a 1-5 scale for courtesy, technical skills, timeliness, quality, and overall experience.
The Satisfaction Rating is the percentage of people who rated C&IT Support Services as either a 4 (satisfied) or a 5 (very satisfied).
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Overall Satisfaction Rating Target Satisfaction Rating |
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The C&IT Service Assurance Team monitors the performance of key WSU systems by running test transactions whenever the system is scheduled to be available. A system is considered available if the test transaction completes within 30 seconds.
The four measures shown below are composite scores. Academic Systems includes Blackboard and the Schedule of Classes; Administrative Systems includes the Banner Administrative System and Cognos-ODS (WSU's Administrative Reporting environment); Core Systems includes WSU Pipeline, WSU E-mail, Listserv, and Broadcast Messaging; and Network Services includes VPN and the wireless@wayne network.
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Academic Systems Administrative Systems Core Systems Network Services |
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The C&IT Service Assurance Team monitors the response time of key WSU systems by running test transactions whenever the system is scheduled to be available. Response time is how many seconds it takes to log in to the system, or to load the main page for systems that do not require logging in.
The measures shown are the monthly mean response times. These are composite scores using the same groupings and applications as indicated in the Availability section above.
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Academic Systems Administrative Systems Core Systems Network Services |
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Requests to access Wayne State University's administrative computing systems (WSU Banner System and Cognos-ODS for Administrative Reporting) are submitted via Banner Account Request Forms. These authorization forms are processed by C&IT's Information Security Office.
C&IT's service-level goal is to complete at least 90% of the forms within the following time frames from the day of receipt: 1 day for account expiration requests, 2 days to add new accounts, and 3 days to change Banner Access Profiles.
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% of Expire Requests Processed within 1 Day % of New Requests Processed within 2 Days % of Change Requests Processed within 3 Days Target |
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View system utilization trends (CPU utilization, number of users, etc.) for the Grid.