2011-2012 CMCSS Budget - Clarksville-Montgomery County Schools

CMCSS Key Performance Indicators (KPI’s)
Technology Work Order Completion Time
KPI: The average number of days to complete a Technology Work Order.
Measurements are taken on three different levels of support: First Aid,
Network/ Desktop Technicians, and Repair Technicians.
Why is this important The District’s technical support activities get
the District’s resources back on line and in the hands of the students and
teachers. Without this service, a key instructional asset would remain in a
non‐functional state which could adversely affect student achievement.
What are our targets
First Aid
Target 09/10 Actual 09/10 Target 10/11 Target 11/12
2.5 days 2.87 days 2.0 days 2.0 days
Network/ Desktop Technicians
Target 09/10 Actual 09/10 Target 10/11 Target 11/12
2.5 days 1.93 days 2.0 days 2.0 days
Repair Technicians
Target 09/10 Actual 09/10 Target 10/11 Target 11/12
5.0 days 5.30 days 5.0 days 5.0 days
Tell me more! As can be seen from the measures, the Technology
Department provides three levels of tech support to the students,
teachers, and employees of the District.
First Aid supports the servicing of administrator and teacher
laptops.
Network/ Desktop Technicians deal with all desktop problems and
network connectivity issues. As well as provide customer service
to students, teachers, and all other employees of the District.
Repair Technicians support any required hardware repair issues.
This timeframe tends to run a little longer, as often these repairs
require additional parts, some of which have to be ordered.
Another important aspect of this issue is the age of the equipment. Older
equipment tends to require more service. As the District’s replacement
cycle gets longer, the total number of work orders will increase. If staffing
levels remain the same, completion times can be expected to rise.
Industry standards indicate technicians commonly support 400‐500 pieces
of equipment. Current staffing levels within the District have 12 Network
Technicians and 4 desktop support technicians supporting approximately
20,000 pieces of equipment or 1,250 per technician.
What are the budget implications for FY 11‐12 Unknown
Academics – Instruction and Support
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