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 email@example.com or call Tom Duszynski at (313) 577-5638.
Annual IT services survey results
In winter 2013, C&IT conducted its annual survey on information technology (IT) services at Wayne State University for the 2012-13 academic year. This year we again employed the TechQual (www.techqual.org) survey instrument, which asks respondents to assess their perception of IT service quality in thirteen key areas, using a 1 to 9 scale.
Respondents were also asked to rate their Overall Satisfaction with IT Services at WSU using a simple 3-point scale: Dissatisfied, Neutral, or Satisfied.
The chart below shows the Overall Satisfaction for all respondents, and according to their primary role.
Overall Satisfaction Rating in 2012-2013
Satisfaction with C&IT support services
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).
Overall Satisfaction Rating
Target Satisfaction Rating
System performance scores
Availability of key WSU systems
The C&IT Service Assurance Team monitors the availability, or uptime, of key WSU systems by running test transactions during the system's scheduled hours of operation. 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, STARS, Lecture Capture, and 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, the wireless@wayne network, and Clean Access, although Clean Access is not currently included in the composite score.
Response Time of key WSU systems
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.
View usage levels for C&IT systems and services.