Performance Scorecard

The Computing & Information Technology (C&IT) Performance Scorecard presents measures of our performance level for key systems and services we provide the Wayne State University community. C&IT is continually gathering data about the key IT systems and services used by WSU students, faculty and staff. The charts below show C&IT's key performance indicators and the target goals we are striving to achieve.

Usage levels for key systems and historical data are available upon request from Tom Duszynski.

Satisfaction scores

Annual IT Services Survey

During Feb.-March, 2017, C&IT conducted its annual survey on IT services at WSU for the 2016-17 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. The chart below shows the Overall Satisfaction by respondent from 2013-2017, and according to their primary role.

Overall Satisfaction Rating in 2017
83%

overall satisfaction

Satisfaction with C&IT support services

An email survey is sent to every WSU 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
94%

Target Satisfaction Rating
95%

IT support satisfaction

System performance scores

Availability of key WSU systems

C&IT 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 Academica, Wayne Connect email, Listserv and Broadcast Messaging; and Network Services includes VPN and the Wayne State Wi-Fi network.

Academic Systems
99.34%

Administrative Systems
99.82%

Core Systems
99.75%

Network Services
99.92%

overall availability

Response Time of key WSU systems

C&IT 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.

Academic Systems
11.29 seconds

Administrative Systems
7.11 seconds

Core Systems
9.19 seconds

Network Services
6.41 seconds

response-time