Rosa Akhtarkhavari, CIO

Metrics that Matter

• Align strategic activities to the strategic objectives

• The rights metrics enable the leadership team to gain insight

• Overcome the barriers to communication and define clear

accountabilities

• Saves time, cost, and reduces conflicts

• Ensures efficiency and consistency in performance

• Answer questions to ensure we are delivering the right services and

solutions

• Optimize your operation and reduce risks

• Collect the right amount and type of information that is relevant to the

services delivered

• Data is not a challenge; collect it and make sense of it

SECTIN TITLEWhy Establish Metrics

• Clear understanding of the strategic plan and delivery objectives

• Define ongoing activities and processes used to

systematically coordinate and align resources and actions with

mission, vision and strategy

• Determine the process or the sub process to measure – what to

measure

• Define the value

• Define your measuring tool or process

• Collect

• Collate, gain insight, review, and identify improve (iterate)

• Continues improvement cycle, apply changes based on the business

needs and maturity level

SECTIN TITLEPrerequisites for Establishing Metrics

• Goal Metrics

• Quantitated Metrics

• Actionable Metrics

• Informational Metrics

• Vanity Metrics

SECTIN TITLETypes of Metrics

SECTIN TITLESample – Service Level Agreement Metric

Service Metric:

System performance

Service Level:

• 90.00% of "Call for Service" transactions executed by calltakers or

dispatchers will complete (i.e., from the moment the transaction is

executed via a key or click by the user, to the moment when their screen

is refreshed reflecting the completed function) in 3.0 seconds or less

(delays from 3rd party applications such as NCIC/FCIC, Deccan, and

Station Alerting are excluded); and

• 90.00% of CAD transactions (such as unit status, car-to-car messaging,

clear call, self-dispatch, etc.) executed by mobile unit operators will

complete (i.e., from the moment the transaction is executed via a key or

click by the user, to the moment when their screen is refreshed reflecting

the completed function) in 10.0 seconds or less.

SECTIN TITLESample – Service Level Agreement Metric continues

Measurement Tool or Process:

Health monitoring capabilities within the Supplier-Licensed Material

(i.e., native application monitoring).

Special Terms:

Delays caused by FCIC, wireless carriers or network latency greater

than the following parameters are excluded from this system

performance service level: (a) For CAD client workstations: 100 Mbit/s

LAN latency; (b) for servers, 1 Gbit/s LAN latency, and (c) for SAN

storage, 10 Gbit/s (e.g., iSCSI or fiber channel)

SECTIN TITLEComplementary Service Level Agreement Metrics

• Service Desk Availability

• Service Desk Speed of Answer

• Response Time

• Resolution Time (code changes to Supplier-Licensed

Materials not required)

• Resolution Time (code changes to Supplier-Licensed

Materials required)

• System Availability