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Data Driven Performance Management

Data Driven Performance Management. How can IT help you today?. IT Can Help. Agenda. The Challenge Understand what data may be available for performance measurement in their systems What tools are available for getting to that data

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Data Driven Performance Management

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  1. Data Driven Performance Management

    How can IT help you today? IT Can Help
  2. Agenda The Challenge Understand what data may be available for performance measurement in their systems What tools are available for getting to that data How to use the data to drive your intended results using real life examples How can IT help you today? 2
  3. The Challenge Management best practices tell you that you can’t manage what you can’t measure.  Organizations today collect large amounts of data in their business systems.  How can you use this data to measure your performance How can IT help you today? 3
  4. What data is out there? Business systems Call centers Data for Comparison How can IT help you today? 4
  5. What data is out there? - Business Systems Line of business applications Work order systems Financial systems How can IT help you today? 5
  6. What data is out there? - Call Centers Call volumes Abandon Rates Calls to skills/types How can IT help you today? 6
  7. What data is out there? - External Data for Comparison – FBC Professional organizations External organizations Internet How can IT help you today? 7
  8. Tools “canned reports” SQL Queries Crystal Reports – SAP SQL Server Reporting Services – Microsoft Excel - Microsoft Access - Microsoft How can IT help you today? 8
  9. Tools - SQL Queries Structured Query Language Requires programming knowledge Requires understanding of underlying data structure How can IT help you today? 9
  10. Tools - Crystal Reports Out since 1991 One of the standard reporting tools How can IT help you today? 10
  11. Tools - SQL Server Reporting Services Creates web accessible reports Reports are exportable How can IT help you today? 11
  12. Tools - Excel Well understood What if’s “Pretty graphs” How can IT help you today? 12
  13. Tools - Access More available Allows you to create custom reports yourself Can manipulate large data sets How can IT help you today? 13
  14. Metrics that drive results How to use the data to drive your intended results using real life examples Bad Number of work orders Bonus for sales Good Spot fixes less reopen Be careful what you measure you may get it How can IT help you today? 14
  15. Types of Metrics Volume How much? How many? Behavior How and what Quality How well Reworks How can IT help you today? 15
  16. Sample Business – Business Systems DAS – tools (Crystal Reports, canned reports, Live release rate Intake per 1,000 population Stray cats vs stray dogs reclaimed 2% cats; 30% dogs “dead animals” drives leash law enforcement Officer activities (how they spend their time) Look at metrics that change and those that don’t How can IT help you today? 16
  17. Sample Business – Business Systems Utilities # bills per FTE # of bills sent out within 5 days of meter read (drive revenue and cashflow) How can IT help you today? 17
  18. Sample Business – Business Systems Information Technology Incident Reports Open Work Orders Aging Reports Spot Fixes How can IT help you today? 18
  19. Sample Business – Call Center Utilities Call abandon rate Types of calls received (by “skill”) Water Sewer Solid waste # of calls per call center agent How can IT help you today? 19
  20. Sample Business – Call Center IT Calls per day Calls per agent Calls by time of day (assists with staffing) Call abandon rates Call answer speed How can IT help you today? 20
  21. Your Action Items Identify sources of metrics data in your organization Discuss tools to get the data you want Construct metrics that drive the behaviors you want in your organization Challenge IT and yourself to think outside the box How can IT help you today? 21
  22. Make IT Your Partner in Success How can IT help you today? 22
  23. How can IT help you today? 23
  24. Contact Information Mike Berrios, CGCIO, CISSP Director of Information Technology Collier County Board of County Commissioners MikeBerrios@colliergov.net 239.252.8334 How can IT help you today? 24
  25. Links to Resources Tools Crystal Reports MS Reporting Services Excel Access Samples Collier County DAS Reports How can IT help you today? 25
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