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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
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%

 

ITS News
May 29, 2024