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DTI’s Performance Improvement

DTI’s Performance Improvement. December 3, 2010 Bill Hickox. Agenda. Performance Metrics Driving Change Improvement Results Governor’s Initiative Next Steps. DTI Performance. “Perception is Reality” Who’s perception is most important? How are we determining performance?

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DTI’s Performance Improvement

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  1. DTI’s Performance Improvement December 3, 2010 Bill Hickox

  2. Agenda • Performance • Metrics • Driving Change • Improvement Results • Governor’s Initiative • Next Steps

  3. DTI Performance • “Perception is Reality” • Who’s perception is most important? • How are we determining performance? • How should we be determining performance?

  4. Metrics • What are we measuring? • Is improvement tied to measures? • Who are the measures important to? • Examples: • Mainframe uptime • Projects completed on budget • Business Case process

  5. Driving Change • Customer Centric Metrics are essential! • Use metrics as a tool for improvement • Accountability for lack of improvement • Staff buy-in • Metrics: • Measurable • Easy to track • Timely • Repeatable • Insightful • Controllable

  6. Improvement Results • New and Improved Metrics: • Uptime per server • % downtime • Mainframe application availability • Initial Call Resolution • High Severity MTTR

  7. Governor’s Initiative • High Performance Metrics • Support goals of Economic Development, Improved Education, and Increased efficiency in government • Development of additional metrics: • Reduce IT Costs • Virtualization • Leverage existing technologies • Increase EVS subscriptions • PO Review

  8. Next Steps • Continue to refine • Monitor progress • Reward improvement • Communicate • Link employees

  9. Questions???

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