WaTech Dashboard Q2 Fiscal Year 2018 · internet services server sppt services private cloud server...
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WaTech Dashboard Q2 – Fiscal Year 2018 (Oct-Dec 2017)
Transcript of WaTech Dashboard Q2 Fiscal Year 2018 · internet services server sppt services private cloud server...
WaTech DashboardQ2 – Fiscal Year 2018(Oct-Dec 2017)
Purpose
1
WaTech has been producing the WaTech Quarterly Dashboard since January of 2017. There are two main
reasons for creating the Dashboard:
1. WaTech’s authorizing statute requires the WaTech Director to set goals, measures, and performance
targets for the agency. It requires this information to be included in a dashboard that must be
updated, posted on our public website, and sent to the Governor on a quarterly cycle. The dashboard
must include information about service delivery, cost, operational efficiencies, and overall customer
satisfaction. The first dashboard was required to be created and submitted by January 2017. (RCW
43.105.11)
2. Even if this statutory requirement was not in place, WaTech would still produce a dashboard.
Dashboards are part of a mature quality management, accountability, and performance system
designed to improve customer satisfaction, employee engagement, operational effectiveness, and
cost recoverability. That’s why WaTech’s Dashboard contains data broken into sections that mirror
agency priorities (Finances, Service Expansion, Operations, Customer Care, Employee Satisfaction,
and Human Resources). WaTech reviews the Dashboard quarterly and uses the information in it to
help make data driven decisions impacting the direction of the agency. The Dashboard is a living
document. Measures are refined and new measures added as agency priorities change.
WaTech Dashboard Sections
Human
Resources
OperationsFinances
Employee
Satisfaction
Service
Expansion
Customer
Care
2
Finances
3
($5,6
36,4
15)
($3,6
63,4
26)
Fund 458 Balance
$992,833
$1,380,417$2,034,054 $1,972,989
0
4000000
Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18
Year End Income/Loss Projection Trend****
FinancesFY18 Agency Overview (Current Quarter, Year-to-Date, FY2018 Projected, Fund Balance)
Revenue
$40,488,558
Expenses
$39,862,459
Net Operating
Income/Loss
$626,099
Revenue
$80,285,602
Expenses
$77,463,450
Net Operating
Income/Loss
$2,822,152
Revenue
$161,288,622
Expenses
$159,315,632
Net Operating
Income/Loss
$1,972,989
Q2 FY18* YTD FY18** Projected FY18***
4*Q2 = Oct-Dec Actuals **YTD FY18 = July–Dec Actuals ***Fiscal Year 2018 Projected Year End ****FY18 Year End Projections Start in September *****Target for June 2018 Source: AFRS
TARGET***** = $1,292,011
Beginning Fund
Balance
(Jul ’17)
Projected June ‘18
Fund Balance
(as of Dec ’17)
June ’18 TARGET
( $4,344,404)
$0
($2.5)
($2.0)
($1.5)
($1.0)
($0.5)
$0.0
$0.5
$1.0
$1.5
$2.0
Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18
Mill
ions
Income/Loss by Program Area - Actuals Jul-Dec FY18*
010 - Program Mgmt Services 030 - Network Services 040 - Computing Services 050 - Data Center Facilities 060 - OCS 080 - Applications 080 - Video, Usability, Web Hosting 120 - OCIO
FinancesFY18 Program Area Details Income/Loss
5Source: AFRS & Finance Monthly Report*Actual program area income/loss by month. Mouse over each color to see individual actuals. Target is to have all program areas above red line Base Level target.
$0.0 BASE LEVEL TARGET
Program Area Year-to-Date (Jul-Dec FY18)010 - Program Management Services ($14,861)
030 – Network Services $1,779,974
040 - Computing Services $2,039,752
050 – Data Center Facilities ($1,915,377)
060 – Office of Cyber Security ($50,701)
080 – Applications Development $929,886
080 – Video, Usability, Web Hosting ($34,320)
120 – OCIO $87,798
Total $2,822,152
Allocation, 60.3%
Fee For Service, 39.7%
Q2 Monthly Revenue Sources - Oct-Dec '17
Service ExpansionGeneral Sales Information
Source: Agency Billing System via Apptio
$14,308,490
$21,739,754
Other, 29.0% DSHS, 26.7%
DOC, 9.7%
LNI, 8.3%
DOL, 5.5%DES, 5.1%ESD, 4.0%
DOT, 3.9%
HCA, 2.8%
ECY, 2.7%
DOH, 2.3%
Q2 Top Customers by Billing - Oct-Dec '17
$497,650
$667,581
$702,511
$1,182,882
$1,205,874
$1,242,490
$2,437,537
$3,415,499
$6,550,402
$8,467,659
State data center facility services
Central Office Phone Services
Nearline Storage
Cyber Security Allocation
Security Gateway Allocation
High Capacity Computing
PBX
Data Network Allocation
Enterprise Systems Fee
Q2 Top 10 Billed Services - Oct-Dec '17
6
Service ExpansionFee-for-Service Revenue Overview
Source: Agency Billing System via Apptio
$100
$101
$300
$400
$450
$496
$888
$1,891
$8,092
$8,603
$9,947
$11,400
$12,350
$13,000
$13,065
$18,443
$25,289
$28,128
$36,180
$36,975
$39,885
$43,276
$59,036
$63,500
$90,864
$108,310
$114,836
$125,958
$149,604
$182,877
$190,783
$216,786
$232,135
$288,013
$290,952
$321,577
$445,197
$487,936
$497,650
SECURE FILE TRANSFER SERVICES
CTS/CJTC INTERAGENCY AGREEMENT
MAINFRAME TESTING - STAFF
ADMINISTRATION FEES - CSD
DOT ETIME SLA 2018-001
ADMINISTRATION FEES - OFM/GOV
MAINFRAME TESTING - COMPUTE
SECURITY GATEWAYS
AFRS INSERTED WARRANTS
CYBERSECURITY SERVICES
DATABASE MANAGEMENT SERVICE
RETAIL RENT
USER EXPERIENCE SERVICES
WAGIC
LISTSERV
SERVER MAINFRAME STORAGE
STATE TELEPHONY INFO SERVICES
BUSINESS ANALYST PROF SVS
SHARED WEB HOSTING
VIDEO PRODUCTION SERVICES
SHARE POINT
NETWORK PASS THRU - SERVICES
PASS THRU - OTHER SVCS - CSD
WEB PLATFORM SERVICE: DESIGN,
PASS THRU - SVCS - OFM/GOV
OFFICE VPN
AFRS REGULAR WARRANTS
WIRELESS SERVICE
LIVE COMMUNICATION SERVICE
BACKUP
INTERNET SERVICES
SERVER SPPT SERVICES
PRIVATE CLOUD
SERVER HOSTING PROVISIONING SE
SCAN
ENTERPRISE ACTIVE DIRECTORY SE
CONFERENCE CALLS
REMOTE ACCESS SERVICES
STATE DATA CENTER FACILITY SER
Q2 Remaining "OTHER" Fee-For Service Revenue Generators
PBX, $3,415,499
HIGH CAPACITY COMPUTING,
$2,437,537
OTHER, $4,175,043
EMAIL SERVICE, $1,242,490
NEARLINE STORAGE, $702,511
CENTRAL OFFICE SERVICES, $675,746
Q2 Top Fee-for-Service Revenue Generators - Oct-Dec '17
7
$3.0
$3.5
$4.0
$4.5
Jul-
16
Au
g-1
6
Se
p-1
6
Oct-
16
Nov-1
6
Dec-1
6
Jan
-17
Fe
b-1
7
Ma
r-1
7
Ap
r-17
Ma
y-1
7
Jun
-17
Jul-
17
Au
g-1
7
Se
p-1
7
Oct-
17
Nov-1
7
Dec-1
7
Mill
ions
Fee for Service Revenue Trend
Service Expansion
8
30
225
$16,827
$99,779
$52,317
$0
$50,000
$100,000
7/1
6
8/1
6
9/1
6
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
Private Cloud
Servers Billed Amount
8,77314,477
$30,706
$50,670
$0
$25,000
$50,000
7/1
6
8/1
6
9/1
6
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
Skype for Business
Accounts Billed Amount
3233
5293
$17,782
$29,112
$0
$10,000
$20,000
$30,000
7/1
6
8/1
6
9/1
6
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
MDM
Devices Billed Amount
Strategic Service ExpansionFee-for-Service Trends*
Source: Data provided from service area systems combined with billing data via Apptio*External Sales only **Targets are all for June 2018
TARGET = $32,246**TARGET = $104,563
TARGET = $52,529
5,034
3,377
$89,568
$61,104
$0
$50,000
$100,000
7/1
6
9/1
6
11
/16
1/1
7
3/1
7
5/1
7
7/1
7
9/1
7
11
/17
VPN Hard Tokens
Hard Hard Billed
1,946
3,240$11,676
$19,440
$0
$10,000
$20,000
$30,000
7/1
6
9/1
6
11
/16
1/1
7
3/1
7
5/1
7
7/1
7
9/1
7
11
/17
VPN Soft Tokens
Soft Soft Billed
9
107
154
$123,400 $167,000
$0
$75,000
$150,000
7/1
6
8/1
6
9/1
6
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
CoLo Enclosures SDC/QDC**
Enclosures Billed Amount
$1,500
$14,100
$0
$7,000
$14,000
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
Web M&O and Hosting
Monthly Billed Amount
$4,500 $16,850
$0
$25,000
$50,000
$75,000
9/1
7
12/1
7
3/1
8
6/1
8
User Experience
Cumulative One-Time Billed Amount
$12,900$35,050
$0
$50,000
$100,000
9/1
7
12/1
7
3/1
8
6/1
8
Web Dev & Design
Cumulative One-Time Billed Amount
600
1234$21,000
$41,654
$0
$25,000
$50,000
7/1
6
8/1
6
9/1
6
10/1
6
11/1
6
12/1
6
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10/1
7
11/1
7
12/1
7
Wireless
Access Points Billed Amount
Strategic Service ExpansionFee-for-Service Trends*
Source: Data provided from service area systems combined with billing data via Apptio 10*External Sales only ** SDC/QDC = State Data Center / Quincy Data Center ***Targets are all for June 2018
TARGET = $177,000***
TARGET = $52,081
TARGET = $12,000
TARGET = $100,000
TARGET = $75,000
Operations
11
99.982%
99.8%
99.9%
100.0%
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Data Center Uptimes
Olympia Quincy Tier 3 Target
99.00%
99.20%
99.40%
99.60%
99.80%
100.00%
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
PBX Voice Core UptimeAverage Availability by Month
**Includes Maintenance events**
OperationsUptime (Transport, Network Core, Data Center, PBX)
12Source: Orion & Service Owner Measurement Reports
*
*Network outage that severed our tie to the PBX processor in the Seattle Node site. The processor was relocated to the StateData Center
so this is no longer a point of failure for WaTech
98.0%
98.4%
98.8%
99.2%
99.6%
100.0%
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Transport & Connectivity UptimesAverage Availability by Month
**Includes Maintenance Events**
98.0%
98.5%
99.0%
99.5%
100.0%
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Network Core UptimeAverage Availability by Month
**Includes Maintenance events**
97.5
98.0
98.5
99.0
99.5
100.0
2016
- J
ul
2016
- A
ug
20
16 -
Sep
t
2016
- O
ct
2016
- N
ov
2016
- D
ec
201
7 -
Jan
2017
- F
eb
2017
- M
ar
2017
- A
pri
l
20
17 -
May
2017
- J
un
e
2017
- J
uly
2017
- A
ug
2017
- S
ep
2017
- O
ct
2017
- N
ov
2017
- D
ec
Transport & Connectivity Average Availability by Month
**Includes Maintenance events**
Statewide Average
Zayo/ELI/Integra (18%)*
SMON (15%)**
CenturyLink (13%)
Comcast (12%)
NoaNet (13%)
Noel (9%)
OperationsUptime – Transport by Vendor
13* The numbers after each vendor show the percent of “Total Transport” the vendor manages
Source: Orion & Service Owner Measurement Report
** WaTech manages the State Metropolitan Optical Network (Olympia, Tumwater, Lacey). WaTech consistently outperforms vendors managing other parts of the complete state network.
*** July 4, 2017 -major outage impacting Frontier, Integra, Charter, Noel caused by fireworks that cut fiber at a main through point
***
OperationsUptime* – Shared Services Email**
14Source: Service Owner Calculations based on ESP Incident Ticket Data*Uptime availability is a reflection of un-planned outages. Normal system maintenance is not included
** Email Service is made up of Exchange Servers + Load Balancers + Network/Firewall
98.00%
98.50%
99.00%
99.50%
100.00%
Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17
Email Service Exchange Servers Load Balancers Network/FireWalls
OperationsUptime* – Messaging Suite**
15Source: Service Owner Calculations based on ESP Incident Ticket Data*Uptime availability is a reflection of un-planned outages. Normal system maintenance is not included.
** WaTech Messaging Suite of Services includes: Email Service, Enterprise Vault, Skype, Secure Email, and MDM
98.00%
98.50%
99.00%
99.50%
100.00%
Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17
Email Service Enterprise Vault Skype For Business Secure Email Mobile Device Management
95.0%
96.0%
97.0%
98.0%
99.0%
100.0%
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
Application Uptime Trend - Jul '16 - Dec '17
Target 99.9% Monthly Average
OperationsUptime – Applications
Apps Monitored = 115
Average Uptime Dec = 99.7%
Apps Above 99.9% Target = 60
Apps Below 99.9% Target = 55
Apps Below 99% TOS Target = 6
Source: Orion & Service Owner Tracking Spreadsheet
* The dips in May and Dec are related to the monitoring tool not being able to see applications during patching windows.
**
26
66
36
54
1727
41
99
15
141134
24
93 7 8
18
55
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
# of Apps Below 99.9% - Trend
16
3.3 3.3 3.4 3.4 3.4 3.4 3.4 3.4 3.4 3.43.2 3.2 3.2 3.1 3.1 3.1 3.1 3.1
2
3
4
5
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
Dec
-16
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Application HealthCheck Score
Operations Application Health Check
17
TARGET
4
• Client OS• DBMS• IDE• Server OS• Web Interface
• Support Skill• Ease of Change• Application Stack• Authentication• Coding Language• Client Interface
CR
ITE
RIA
0
1
2
3
4
5
Top 20 Application HealthCheck Scores
0
1
2
3
4
5
Bottom 20 Application HealthCheck Scores
13361 13557 12822 13178
21671
1204813789 12731 13759 13793 13171 13304 12593 12986 13155 12793
0
8000
16000
24000
Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17
Tickets Closed* - Trend
Incidents Requests Total
5355
7438
# of Tickets Closed - Dec '17
Incidents Requests
5324
7416
# of Tickets Created - Dec '17
Incidents Requests
14179 13981 13016 12978
23368
12252 13784 12921 13663 13832 13349 13128 12639 12879 13353 12740
0
8000
16000
24000
Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17
Tickets Created* -Trend
Incidents Requests Total
OperationsTicket Trends*
17
12,793
12,740
Source: ESP
* Both Incidents and Requests. Incident = An unplanned interruption to or reduction in quality of a WaTech service. Request =A request from a user/customer for information, advice, standard change to, or for access to a WaTech service.
* * Higher call volume due to ESD closing the claims process for several days when they switched to a new system behind SAW. This resulted in an increase in volume when the process was reopened.
18
**
**
Notifications, 8.1%
Networks, 21.0%
Security, 43.6%
Incidents by Category**
1.4
6.2
1.4
5.0
1.7
6.0
1.8
7.4
1.8
8.1
Incident Requests
5243
1039 566 427 166
4598
412 258 58 160
4000
8000
12000
(0-1) (1-5) (5-15) (16-90) (+90)
Closed Ticket Count by Age - Dec '17
Requests Incidents
Closed, 266, 8%
Escalated, 37, 1%
In progress, 2391, 71%
New, 34, 1%
On Hold, 200, 6%
Redirected, 312, 9%
Redirected to a Level Below, 12, 0%Reopened, 31, 1%
Waiting on Customer, 80, 2%
Waiting On Vendor, 13, 1%
Open Tickets by Status
3137
243
# of Open Tickets*
Requests Incidents
3,380
OperationsTicket Status and Age
19Source: ESP & Agency Ticket Tracking Process*On 2/18/18
11/16 11/162/17 2/175/17 5/17
Average # of Days to Close Tickets by Type
** Dec 2017
9/179/17
Uncategorized, 0.1%Web, 0.1%Infrastructure, 0.1%WaTech Internal Service, 0.3%Storage & Backup, 0.6%Data Center Facilities, 1.0%Remote Access 1.1%Hosting, 1.7%Pending Review, 2.5%Applications, 2.7%End User Computing, 3.1%Communication 6.8%Messaging, 7.2%
Open Tickets by Status
3478
230
906
1520
23
77
26
63
54
0
400
800
1200
1600
(0-1) (1-5) (5-15) (16-90) (+ 90)
Open Ticket Count by Age*
Requests Incidents
Days
12/17 12/17
Days
Customer Care
20
10%
0%
5%
10%
15%
20%
25%
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
Abandoned Call Rate
00:54
00:0000:1700:3500:5201:0901:2601:4402:0102:1802:36
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
Avg Speed to Answer All Calls
0
4000
8000
12000
16000
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
# of Contacts
Customer CareSupport Center Calls
Custo
me
r C
are
21Source: CMS
Goal 5%
*
* *
* Higher call volume due to ESD closing the claims process for several days when they switched to a new system behind SAW. This resulted in an increase in volume when the process was reopened.
00:49
00:00
00:17
00:35
00:52
01:09
01:26
01:44
Jul-
16
Au
g-1
6
Sep
-16
Oct
-16
No
v-1
6
De
c-1
6
Jan
-17
Feb
-17
Mar
-17
Ap
r-1
7
May
-17
Jun
-17
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
De
c-1
7
Avg Hold Time for Calls Placed on Hold
2
7
4 42
3 3
12
3
9
1
10
0
7
14
JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17
0 0 0 0 0 0 0 0 0 0 0 00
7
14
JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17
79% 75% 74% 77% 77% 80% 78% 73% 77% 75% 77%68%
0%
50%
100%
JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17
6
11
7 7
14
4
911
5
87 7
0
5
10
15
JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17
31% 28% 28% 30% 29% 32% 31% 31% 31% 29%40% 35%
0%
50%
100%
JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17
12 2
1 1 12
13
12
00
5
10
15
JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17 OCT-17 NOV-17 DEC-17
Customer CareResolution Time and 1st Contact Resolution Rate
Custo
me
r C
are
22Source: CMS
Goal 5 Days
Goal 1 Day
Goal 2 Days
Goal Same Day
Service Requests Incidents
First Contact Resolution – Support CenterGoal 80%
Average Resolution Time - Desktop Support Services
Average Resolution Time - Support Center
Average Resolution Time - Desktop Support Services
Average Resolution Time - Support Center
Goal 40%
First Contact Resolution – Support Center
Other, 12 WaTech, 7
DOH, 4
DSHS, 3
ESD, 3
OFM, 3DES, 2DOC, 2DSB, 2
SOS, 2
Stevens Cnty, 2
WSP, 2
Negative Comments by Agency - Dec '17
3
3
3
5
6
8
16
WaTech service not working
Solution not communicated
Confusing communication
Buck passed to someone else
Ticket closed too soon
Lack of response
Problem not fixed
Top Negative Comments by Reason - Dec '17
3662 35573047 2908
640
Responsiveness Customer Service Quality Experience Not Indicated
Postive Feedback by Category - Oct-Dec '17
Customer CareEnd of Transaction Survey Scores
Custo
me
r C
are
% of Closed Tickets With Feedback* = 11.7%
Positive = 97%
Negative = 3%
23Source: FormStack*December 2017
79% 77% 66% 63% 14%
640
520
514
240
2724
0
1 of 4
2 of 4
3 of 4
4 of 4
# of + Categories Selected Per Ticket
18
22
19
97
16
23
18
76
17
29
16
88
18
51
18
08
19
24
16
23
16
47
16
25
14
90
17
78
19
44
15
90
18
46
16
92
16
42
17
93
17
50
18
81
15
82
16
16
15
80
14
45
97.6% 97.3%
98.0%98.4%
97.9%
97.3%96.9% 96.8%
97.8%
97.5%
98.1%
97.2% 97.0%
90.0%
95.0%
100.0%
0
1000
2000
3000
4000
Total Feedback Positive Feedback % of Feedback Positive
86% had at least 1
+ category selected
4A. WaTech service offerings are secure and in compliance with state IT standards
2A. WaTech personnel treat your team with respect
8B. Communications are timely and understandable during the incident
8A. WaTech appears to be dedicated to complete and comprehensive resolution when…
5A. WaTech offers technology that works and is reliable
1D. WaTech communicates changes to project schedules in a timely manner
3D. WaTech technical support can discuss their own offerings and direct you to others in…
2C. WaTech acts as if they value the relationship they have with you
3A. WaTech is focused on continuous improvement with respect to customer service
7B. WaTech understands the urgency of your call or contact
3B. WaTech is focused on continuous improvement with respect to their technology
1C. WaTech communicates information about changes/ upgrades effectively to the right…
3E. WaTech technical support personnel can diagnose problems effectively
2B. WaTech is a consultant to your organization
3F. WaTech technical support can diagnose problems quickly
6C. WaTech is transparent in their fee structure
1A. WaTech communicates about their product and service offerings in a way that…
3C. WaTech offers solutions at the right point of the innovation curve
7A. WaTech services allow you to be more responsive to your clients
6B. WaTech's fee structure is understandable
2D. Your needs are reflected in the strategic direction of WaTech
1B. WaTech acts as if they understand the impact of changes/ upgrades on your…
6A. WaTech offers the best value
Individual Question Scores
Customer CareAnnual Customer Survey (March 2016)
Custo
me
r C
are
24
Annual Survey Overall Score
C+
Survey Category Score
Service Security Compliance A-
Technology B-
Service Impact Resolution B-
Customer Relationship C+
Support for Agency Outcomes C+
Maturity as IT Service Provider C+
Communications C-
Value and Fee Structure C-
Source: WaTech Annual Customer Survey
FA B C D
Employee Satisfaction
25
68% 59%
State WaTech
Overall % Positive State vs. WaTech
3.83.56
State WaTech
Overall Average ScoreState vs. WaTech
61%92%
State WaTech
State vs. WaTech
430
37
Participation Rate
Employee Satisfaction*(as measured by the 2017 statewide employee survey)
26
Took Survey
Did Not Take
Survey
TBD%
- 9%- 0.24
92%
*Source: 2017 WaTech Annual Employee Survey
** State participation rate won’t be release until April 2018
82% 87% 89% 92%
2014 2015 2016 2017
Participation Rate Trend
TBD**
3.853.63 3.68
3.56
2014 2015 2016 2017
Overall Average Score Trend- 0.12
69% 61% 63% 59%
2014 2015 2016 2017
Overall % Positive Trend- 4%
Employee Listening Tour
Sessions
15
Staff
165
Comments
903
Main Categories
Resources (216)**
Products/Services (150)
Job Characteristics (146)
Communications (100)
Management (93)
Mission/Vision (58)
Customers (57)
Processes (49)
Co-Workers (22)
WaTech in General (12)
Main Categories
10
Sub-Categories*
78
* 84% of comments (760 of 903) were grouped into one of the 78 sub-categories
** (XXX) = number of comments in each main category
= Action item completed
41
28
25
23
23
20
20
19
19
19
18
18
18
18
17
17
Training
Standard Processes
Culture
Staff Reductions
Staff Leaving
What We Do and Who Does What?
ESP
Customer Engagement
Core Services
Management Characteristics
Workload
Who Are We As An Agency?
Meet Customer Needs
Marketing
Career Development
Need Meaningful Mission/Vision
Top-15 Sub Categories Action Items
• Performance Management
Process
• Communications
• Staff Comings and Goings
• What We Do and Who Does
What – WaTech Expo 2018
• Internal Job Postings
• Reviewing End-of-Service
Survey Results
• ESP
• Training
• Mission/Vision
• Executive Team Agendas
• Customer Survey
27
Human Resources
28
Human Resources
Hum
an
Resou
rces
29
New Hires
Oct ‘17 – Dec ‘17
20
Separations
Oct ‘17 – Dec ‘17
14
WaTech FY17
State FY17
23.8%
12.1%
WaTech
FY18 Jul-Dec6.4%
Separations
462
420
460
500
540
580
7/1
6
8/1
6
9/1
6
10
/16
11
/16
12
/16
1/1
7
2/1
7
3/1
7
4/1
7
5/1
7
6/1
7
7/1
7
8/1
7
9/1
7
10
/17
11
/17
12
/17
# of FTEs Trend
Actual FTEs
Represented , 34%
Non-Represented, 66%
Employee Representation
4
6
6
8
2
46 6 6
3
6
11
0
4
8
12
Jul-
17
Au
g-1
7
Sep
-17
Oct
-17
No
v-1
7
Dec
-17
Hires* and Separations Jul-Dec 2017
Separations New Hires
*Hires includes internal transfers
0.0%
5.0%
10.0%
15.0%
20.0%
FY17 FY18 Jul-Sep
0.9% 0.2%0.4%2.6%
0.9%
0.4%
4.1%
2.6%
4.3%
11.1%
2.8%
Reason for Separation
Move - Agencies
DES Transfers
Resignation
Layoff
Retirement
Dismissal
Other
