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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 2017 2018 2019 2020 2021 Status
Overall faculty satisfaction with ITS services*  4  3.5 3.8 3.6 2.7 3.3
Faculty CIP Satisfaction average*  4  3.6 4.0 3.8 3.5 3.5
Percentage of active classes in Blackboard  50%  33.5% 35.0% 40.0% 57.0% 54.0%
Classroom Quality Index  14.0  9.0 9.0 9.5 12.0 12.8
Build a campus culture of technology self-empowerment.
Measure Target 2017 2018 2019 2020 2021 Status
I know how to get training when I need to learn new technology.*  4  3.7 3.9 4.0 3.7 3.8
TeamDynamix Knowledgebase Usage-Unique Page Views** 100,000 18,116 33,020 42,209 68,205 86,170
*Score from a question in the Survey of Administrative Services Satisfaction
**Numbers were adjusted after an error was discovered in our analysis

 

Reflection

Build a culture of service excellence
Measure Target 2017 2018 2019 2020 2021 Status
Overall satisfaction with ITS services* 4  3.8 4 4 3.5 3.7
*Score from a question in the Survey of Administrative Services Satisfaction
Routinely evaluate itself against institutional peers
Measure Target 2017 2018 2019 2020 2021 Status
EDUCAUSE Core Data Survey and IPEDS data At or above
index mean
-0.16 -0.27 -0.28    
Create a culture of data-driven decision making
Measure Target 2017 2018 2019 2020 2021 Status
Service Request Management Index 87% 75% 75% 70% 71% 75%
ITS Participation in Great Colleges Survey 70.0% 71.4% 57.1% 61.2% N/A 85.0%

 

Execution

Ensure stability and performance with key services
Measure Target 2017 2018 2019 2020 2021 Status
Robustness index 97% 99.93% 99.74% 99.66% 99.41% 99.77%
Change Management index 0     0 -1 -4  
Improve formalized collaboration across campus
Measure Target 2017 2018 2019 2020 2021 Status
Overall customer satisfaction metrics/survey results (ITS communication)  4.0 3.8 3.9 4.1 3.8 3.8
Number of annual relationship management meetings, initiated by ITS 300 304          
Ensure effective project management
Measure Target 2017 2018 2019 2020 2021 Status
Project execution index 4.0 3.9 4.2 4.3 4.6 4.5
Overall project satisfaction 4.0 4.0 4.4 4.2 4.8 4.8

 

Stewardship

Ensure financial targets are met for operational budget management
Measure Target 2017 2018 2019 2020 2021 Status
Operate within ITS operational budget (net balance)  within ITS budget $62,759 $176,842 $143,433 $201,910 $99,068
Reduce risk
Measure Target 2017 2018 2019 2020 2021 Status
EDUCAUSE Information Security Maturity Index  4 3.5 3.6 3.8    
EDUCAUSE Information Security Deployment Index  3.5 3.6 3.6 3.9    
NSA Critical Controls Index  2.75 1.7 1.85 2.05    
Number of IT Disaster Recovery tests annually  4 3 0 4 0 1

 

ITS News & Alerts
November 10, 2022
Campus Systems
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