metrics and management oversight
TRANSCRIPT
Technology Services
Management Oversight Workshop
October 27, 2015
Defining Management Oversight
• The CRSS definition … ▫ The policies and processes used by a school board to
ensure the integrity and performance of the district’s major business and operational systems
• Board Policy BAA (Local) identifies the following systems… ▫ Transportation, ▫ Technology, ▫ Facilities Management, ▫ Construction, ▫ Finance/Purchasing, and ▫ Human Resources
Management Oversight
• The CRSS definition …
• The Board needs to know:
▫ Are students, employees and others safe?
▫ Are the district’s assets secure?
▫ Are the laws and policies followed?
▫ Does fairness prevail?
▫ Are major business systems effective and efficient?
Outline of Presentation
• Management Oversight
▫ Description of the Program
▫ System Integrity
▫ Performance Metrics
▫ Policy Recommendations
Program Description
• Purpose • Policies that govern technology • Organizational charts, number and type of
employees • Budget, costs and trends • Division Overview and Coverages
▫ Network Services ▫ Systems ▫ Computer Services (MIS) ▫ Instructional Technology Services ▫ Campus Support
• Major vendors and outline of contract terms
Purpose
Provide all students, parents and faculty with sound technology resources, enabling their educational growth and development.
“My ____________ has broken, all learning has stopped.”
Goals
• Provide all students with relevant learning opportunities by integrating technology within daily instruction needed to be successful in learning, life, and the workplace.
• Equip CSISD educators and support staff with the knowledge, skills, and classroom strategies to transform teaching and learning for all CSISD students
• Provide effective and efficient learning support for all CSISD students and staff.
• Increase the reach and capacity of CSISD’s infrastructure to provide a stable, secure and robust network to support teaching and learning.
Board Policies that Govern Technology
• AIA Accountability – Accreditation and Performance Indicators • AIB Accountability – Performance Reporting • AID Accountability – Federal Accountability Standards • BR Reports • CQ Technology Resources • CQA Technology Resources – District, Campus, and Classroom
Websites • CH Purchasing and Acquisition • CLA Buildings, Grounds, and Equipment Management – Security • CMD Equipment and Supplies Management – Instructional
Materials Care and Accounting • DG Employee Rights and Privileges • FL Students – Student Records • GKC Community Relations – Visitors to the Schools
Technology Staff
• 21 Full Time Employees • 4-8 Part Time Employees (Summer Interns) • Director for Technology – David Hutchison
▫ Director of Computer Services (MIS) Jacqueline Janacek
▫ Instructional Technology Coordinator Shannon Long
▫ Administrative Team (Network and Systems) ▫ Technician Coordinator
Missy Broyles
▫ Campus Technicians (8)
Technology Organizational Chart David Hutchison
Director of Technology
Systems
Jeff Lively
Systems Administrator
Jim Weinberg
Systems Administrator
Kelly Derrick
Systems Programmer
Tyler McDaniel
Jr. Systems Programmer
Network
Keith Slaughter
Network Coordinator
Brad Recek
Network Coordinator
Missy Broyles
Campus Technician Manager
Campus Technicians (8)
Shannon Long
Instructional Technology
Campus Technology Facilitators (18)
Jackie Janacek
Director of Computer Services (MIS)
Casey Neal Data Systems Analyst
Nicole Jeske
Administrative Assistant / Help Desk
Technology Budget Trends –
Last Three Years (6200-6400)
• 2012-13 ($1,077,407) • 2013-14 ($1,214,797) • 2014-15 ($1,622,577)
▫ Bandwidth Increase ▫ Edgenuity Expansion ▫ Systems Programmer Addition ▫ Campus Technician Addition
• 2013 Bond ($8,102,452) ▫ Safety and Security - $2,007,593 ▫ Technology - $6,094,859
Technology Department
Responsibilities
• Network Services
• Systems
• Computer Services (MIS)
• Instructional Technology
• Campus Based Support
If it plugs in, we probably support it.
Network Services
• Internet Access
• Remote Access
• Wide Area Network (WAN)
▫ Connectivity between campuses
• Local Area Network (LAN)
▫ Connectivity within a building or campus
• Wireless Network
▫ WiFi connectivity within a given campus.
• Security Cameras
• Audio Video Systems
• Communication Systems
▫ Public Address
Schedule Management
Speakers and Clock Management
▫ Telephones
District Wide and Campus Call Routing
Handsets
Fax
Voicemail
▫ Cable TV
Network Overview
• Redundant Fiber Optic Ring • All Campuses and Administration /
Operation Facilities • 10 Gbps • Partnership with City of College
Station and BVCNet
AMCHS
CSHS
AMCMS
SWV
SK
PC
FR
GP
SC
CH
RP
CV
CG
OW
CSMS
Timber
• Application Management • Server Management (Physical and Virtual) • Storage Area Network Services • File server applications
▫ File/Print Services ▫ Library Management Systems
• Document Management • Account Management • Google Management • E-Mail
Systems
Systems (Cont.)
• Mobile Device Management (iDevices) • Cloud Services • Licensing • Computer Imaging Systems • Internet content filtering • Antivirus • Custom Program Development – e.g. • Design, testing, integration and validation of
hardware / software for administration and faculty
Security Services
• Antivirus / Malware Services
• Firewall
• Content Filtering Services
• VPNs – Virtual Private Network
• VLANs – Virtual LAN
• Public vs. Private Addressing
• Shared Drives
• OS Updates and Patches
Internet Gateway
Network Switch
Firewall
Content Filter
Network Switch
DMZ
Applications
Internal
Applications
Computer Services (MIS)
• Student Information System ▫ Attendance ▫ Student Schedules ▫ Transcripts ▫ Report Cards ▫ Progress Reports
• Financial Information System • State and Federal Reporting • Data support for district departments - shared with
Systems Teams ▫ Import/Export for CN, SPED, Athletics (Rank One),
Library, Precoding for Testing, AESOP, Time Tracking, SchoolMessenger, HallPass, Eduphoria
• Google Apps for Education ▫ Training and troubleshooting
• Campus Technology Facilitators ▫ Coordinate, Facilitate and Train
• Eduphoria Support • eSchool
▫ Home Access Center ▫ Teacher Access Center ▫ Administrator Access
• Infosnap Online Registration • Communication
▫ District Wide Technology Issues Communication ▫ go.csisd.org ▫ Technology How-to Handouts
• Staff Development/Training ▫ District Wide Technology Training ▫ Plan and Manage Large District Training (e.g.: iPadathon, YOU MATTER)
• Additional Items ▫ Create, Maintain and Update all Curriculum Websites (ELA, Math, Science & Social Studies) ▫ Create, Maintain and Update all Curriculum online resource lists ▫ Create, Maintain, and Update CSISD Tools webpage
“Translate Teacher Talk to Tech Talk and Vice Versa!”
Instructional Technology
Campus Based Support (Techs)
• Device Maintenance and Troubleshooting
▫ Computer (Teacher, Student, Labs)
▫ Projectors
▫ Smartboards
▫ Audio Enhancement Systems
▫ Document Cameras
▫ Teacher provided accessories
• Software Install and Maintenance
• System Image Maintenance
Other
• Help Desk
• Research and Testing of new Hardware and Software
• Special Programs (e.g. Hour of Code)
• Construction / Renovation
System Integrity – Overall
• CSISD Technology is committed to fair and open practices for vendors and subcontractors
• We hold each other mutually accountable to a high standard of ethics in our department
• We are transparent in our processes and open and honest in our communications
Employee Hiring and Training
• Qualifications (Position Specific) ▫ Campus Based Technicians – A+ Certification,
Net+ ▫ Network Services – CCNA, CCNP Preferred ▫ Systems Services – MSCE, JavaScript, HTML Dev. ▫ Pay for Certification Program - $1,000 - $3,000
annual per certification
• Training ▫ On the Job Training – 2-3 months shadowing ▫ Industry Certifications – Position dependent
Salary Schedules
• Hourly Salary Schedule for newly hired technicians
Minimum Mid Max
Technician $14.62 $18.27 $21.92
Lead Technician
$17.54 $21.92 $26.31
Major Technology Vendors & Outline of
Contracts • Equipment and Services Equipment
▫ State and Local Contracts State of Texas DIR
Buyboard Cooperative Purchasing
PACE (Purchasing Association of Cooperative Entities)
▫ Request for Proposal and Request for Bids Major Equipment, Software and Services Purchases
• Sole Source Contracts (Examples) ▫ Sungard – eFinance and eSchool ▫ Follet – Library Software ▫ Hall Pass – School Visitor Management System
Major Vendors
• Hewlett Packard ▫ Network (WAN, LAN, WiFi) ▫ Server and Storage ▫ Computers
• Apple • Microsoft • Dell • Smart Technologies • Sungard (eFinance and eSchool) • Suddenlink - Internet
Computer Ages and Replacement
Schedules
• Target
▫ 5 years – Teacher Computers ▫ 5 years – Student Computers ▫ 3 years - CTE Computers
• Actuals ▫ 7-8 years – Teacher Computers (Pre-2013 Bond) ▫ 10 years – Student Computers (Pre-2013 Bond) ▫ 4-6 years – CTE Computers
* Utilize trickle down policy for all categories
• Reliant upon bond funds for replacement due to IMA shortages.
Information Safety and Protection
How do we protect information (student, financial, personnel, etc..)
• Data Breach Response Plan
• Unique ID’s instead of Social Security Number
• Content Filtering
• Antivirus / Malware
• OS Patches
• Login Timeout
Risks, Exposures and Legal Issues
• Employee recruitment and retention ▫ 29% technician turnover rate ▫ Part time employment (20 hours a week) ▫ 45 day average lag time to qualify new employees
• Security Breaches ▫ Student and Faculty Personal Information ▫ Payment Card Information ▫ Physical Breaches
• Meeting all TEA, FCC, and Federal ▫ TEA; route and cost reports; guidelines for eligibility ▫ FCC; CIPA Compliance, FERPA
Performance Metrics
• What measures do we use in Technology to determine how well we are doing?
▫ Develop Metrics
▫ Determine the Performance Targets
• Board input on the metrics
▫ Are these the correct metrics?
▫ Are the performance targets correct?
• Annual report on performance
Performance Metrics
• Measures fall into the standard categories
▫ Productivity
▫ Quality
▫ Timeliness
▫ Customer satisfaction
Performance Metrics - Productivity
• Number of work orders completed by staff per year
• Target – 90%
• Performance:
▫ Year No. of WO’s Total Closed (%)
▫ 2013-14 4511 (91.8%)
▫ 2014-15 5300 (92.2%)
▫ 2015-16 YTD 1184 (93.1%)
Technology Inventory – Campus
• Classroom Devices ▫ Computers – 7805 ▫ Smartboards – 1075 ▫ Projectors / Displays – 200+ Additional ▫ Redcats Audio Enhancement – 238 ▫ Apple iPads – 3043
• Support for teacher purchased devices • Printers / Copiers
▫ 55 Copiers ▫ 240+ Printers
Technology Inventory • Custom Web Applications - 10 • Systems Inventory (Hardware, Software and licensing)
▫ Servers Physical – 21 Virtual - 186
▫ Storage Area Network (SAN) - 4 ▫ Document Management ▫ Mobile Device Management
• Network Inventory ▫ Switches – 145 ▫ UPSs – 82 ▫ WiFi Access Points – 565
WiFi supports a daily average of 6500 BYOD devices in addition to district owned devices
• Telephones – 2155 (16 PBXs) • PA System – 16 Systems (Interconnected) • Security Camera Systems – 17 Systems – 585+ Cameras
Performance Metrics - Productivity • Technicians per Device Ratio
▫ TASB Recommandation 1 Tech per 750 Devices
• 2012-13 ( 1 : 905)
▫ 5246 Computers ▫ 712 iPads ▫ 963 Projectors and Smartboards ▫ 126 Redcats
• 2015-16 ( 1 : 1153)
▫ 7805 Computers ▫ 3041 iPads ▫ 1130 Projectors and Smartboards ▫ 293 Redcats
• iPads Maintained by Systems – If included in technician ratio numbers ▫ 2012-13 ( 1 : 1006) ▫ 2016-16 ( 1 : 1533)
Performance Metrics – Productivity and
Quality • Network and Systems Up-Time
Network Target 2013-14 2014-15 2015-16 (YTD)
WAN 98% 100% 99.9886% 100%
LAN 98% 100% 99.999% 100%
Internet 98% 100% 100% 100%
Systems 95% 100% 100% 100%
Performance Metrics - Quality
• Employee retention
▫ Number of total new employee hires divided by entire staff
▫ Goal: <20%
▫ Performance:
2012-13 13%
2013-14 6%
2014-15 10%
Performance Metrics - Timeliness
Response to Work Order - Acknowledgement
Target Actual
2013-14 30 Min. 43 Min.
2014-15 30 Min. 30 Min.
2015-16 30 Min. 19 Min.
Response to Work Order – Time to Completion
Target Actual
2013-14 3 Days 4 Days 42 Minutes
2014-15 3 Days 4 Days
2015-16 3 Days 4 Days
Does not included the “Caught in the hall syndrome.”
Performance Metrics – Mandated
Reports • Annual
▫ Fitness Gram ▫ Texas School Data System (TSDS) Early Childhood Data System (ECDS) ▫ Long Range Technology Plan
• Quarterly ▫ PEIMS State Submissions
• Weekly ▫ PEIMS Personal Enrollment Tracking
• Daily ▫ Texas Record EXchange (TREX) ▫ Texas Student Data System (TSDS)
• As Needed ▫ Civil Rights Survey - Every 2 years ▫ District Waivers ▫ Testing precode record submissions - End Of Course, MSTAR
Performance Metrics – Customer
Satisfaction • Percentage of district staff satisfied or very
satisfied with technology
• Standard: 90%
• Performance:
▫ 2013-14 Performance 93%
* Current survey being developed and will be released in November
Statistics
• 1,812 Helpdesk Calls (Aug. 15th – Oct. 5th)
▫ (60 Calls per Day)
• 12,215+ Active Directory User Accounts
• 3,300 Google Accounts
• Over Half Million Google Docs
• 4% WAN (Campus to Campus) Average Utilization
Quality – Internet Network Reliability
(Bandwidth Usage)
Quality – Internet Network Reliability
(Bandwidth Usage – Weekly Snapshot)
Vehicle Replacement
• 9 Vans
• Average age of vans is 9 years old
• Average mileage is 46,005
• No new vans have been purchased since 2008
• Need additional vans to support additional techs.
Challenges
• Privacy and Security ▫ “Nature of the business”
• Instructional Technology Evolution ▫ Ripple Effect on Support Systems
• File Storage and Retention ▫ Electronic Records, Faculty Instructional Materials, Student Portfolios
• Campus Facilities – Retrofit of Older Campuses for Technology ▫ HVAC, Security, Electrical, Space ▫ Data Center
• Planning for Growth • Wireless Growth – Increase of iDevices by 4X+BYOD • Scheduled Maintenance Windows • Employee Recruitment and Retention
Policy Recommendations
• No recommendations for changes
• The policies in place are adequate for the work we do in Facilities.