| Row | Fiscal Year | Strategic Goal Supported | Measurement Area | Measurement Grouping | Measurement Indicator | Baseline | Planned Improvement to the Baseline | Actual Results |
|---|
| 1 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | Maintain or improve results | TBD |
| 2 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Percentage of customers satisfied with response time for inquiries. | TBD | Increase percentage of new customers. | TBD |
| 3 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | Increase percentage of users trained. | TBD |
| 4 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | 99% | Maintain or improve percentage of availability by 1%. | 99% |
| 5 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Number of business area users | 13,722 FY 05 registered business area users. | Increase number of business area users by 100 users. | 14,122 |
| 6 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | 99% responded to within 8 work-hours | Maintain or improve results by 1% | 100 % of calls are responded to immediately. |
| 7 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied | 99% | Zero base Help-Desk dissatisfaction | 99% |
| 8 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Training | Number of staff trained by skill or competency area | 638 NIH staff members trained in FY 2006 | Increase number of users trained | 725 NIH staff members trained in various nVision Data Warehouse Business Areas as of 08/15/07 |
| 9 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | Calls and emails are responded to immediately. | Maintain or improve 3-hour response time | Improved |
| 10 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | 10,842 views | Maintain or improve views by 100 views. | 332,367 hits (views) in FY 2006 |
| 11 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | 163 views | Maintain or improve views by 100. | 459 hits (views) in FY 06. |
| 12 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | 10,842 views | Maintain or improve views by 100. | 357,475 hits (views) in FY 07, as of 08/15/07 |
| 13 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | 163 views | Maintain or increase views by 100. | 19,698 hits (views) in FY 07, as of 08/15/07 |
| 14 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | 99% | Maintain or increase satisfaction by 1%. | 99% |
| 15 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Percentage of customers satisfied with response time for inquiries. | 100% | Maintain or increase baseline by 1%. | 100% |
| 16 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
| 17 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
| 18 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
| 19 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
| 20 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
| 21 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
| 22 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
| 23 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
| 24 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
| 25 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
| 26 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
| 27 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
| 28 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
| 29 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
| 30 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
| 31 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
| 32 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |
| 33 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Average initial response time to customer inquiries | TBD | TBD based upon prior results | TBD |
| 34 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD | TBD based upon prior results | TBD |
| 35 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | TBD | TBD based upon prior results | TBD |
| 36 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (CATS-I) number of views of the A76 reporting area | TBD | TBD based upon prior results | TBD |
| 37 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | HR (Workforce Plng) number of views of the Workforce reporting area | TBD | TBD based upon prior results | TBD |