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ITS Continuous Improvement Plan
ITS is committed to continuous improvement. Our continuous improvement plan ensures that our priorities align with the university’s.
ITS has identified objectives and performance measures, which guide our priorities and hold us accountable to our commitments.
Please review our plan and if you have questions or feedback, let us know.
Teaching and Learning
| Enhance, empower and add value to the Drake learning experience by supporting a limited but configurable set of instructional technologies. | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Faculty satisfaction with ITS services | 4 | 3.6 | 2.7 | 3.3 | 3.5 | 3.4 | ▲ |
| Faculty CIP satisfaction average | 4 | 3.8 | 3.5 | 3.5 | 3.6 | 3.6 | ▲ |
| Classroom Quality Index | 59% | 59% | 75% | 75% | 80% | 67% | ▲ |
| Build a campus culture of technology self-empowerment. | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| I know how to get training when I need to learn new technology. | 4 | 4.0 | 3.7 | 3.8 | 4.1 | 3.9 | ● |
| TeamDynamix KB Usage - Unique Page Views | 100k | 42,209 | 68,205 | 86,170 | 71,273 | 49,956 | ▲ |
Reflection
| Build a culture of service excellence | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Overall satisfaction with ITS services* | 4 | 4 | 3.5 | 3.7 | 4 | 4 | ● |
| *Score from a question in the Survey of Administrative Services Satisfaction |
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| Create a culture of data-driven decision making | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Service Request Management Index | 87% | 70% | 71% | 75% | 66% | 72% | ▲ |
| ITS Participation in Great Colleges Survey | 70.0% | 61.2% | N/A | 85.0% | 66.0% | 67% | ▲ |
Execution
| Ensure stability and performance with key services | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Robustness Index | 97% | 99.6% | 99.4% | 99.7% | 99.7% | 99.7% | ● |
| Change Management Index | 0 | 0 | -1 | -4 | 0 | 0 | ● |
| Improve formalized collaboration across campus | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Customer satisfaction ITS communication | 4.0 | 4.1 | 3.8 | 3.8 | 4.0 | 4.0 | ● |
| Ensure effective project management | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Project Execution Index | 4.0 | 4.3 | 4.6 | 4.5 | 3.9 | 4.0 | ● |
| Overall project satisfaction | 4.0 | 4.2 | 4.8 | 4.8 | 4.3 | 4.2 | ● |
Stewardship
| Ensure financial targets are met for operational budget management | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Operate within ITS operational budget (net balance) | 5% +/- | 2% | -3% | 0% | 6.6% | 2.0% | ● |
| Reduce risk | |||||||
| Measure | Target | 2019 | 2020 | 2021 | 2022 | 2023 | Status |
| Number of IT Disaster Recovery tests annually | 4 | 4 | 0 | 1 | 1 | 3 | ▲ |
| NIST 800-171 Compliance | 80% | N/A | N/A | 59% | 59% | 66% | ▲ |
| Microsoft Security Score | 80% | N/A | N/A | N/A | 75% | 69% | ▲ |
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