| Row | Fiscal Year | Strategic Goal Supported | Measurement Area | Measurement Grouping | Measurement Indicator | Baseline | Planned Improvement to the Baseline | Actual Results |
|---|
| 1 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | 99% of customer inquiries were responded to immediately. | Maintain or improve results by 1% | Due to phone rollover system, all calls were responded to immediately. |
| 2 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Number of business area registered users | 13,722 FY 05 registered business area users. | Increase number of business area users by 100 users. | 14,122 registered business area users for FY 06 |
| 3 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | The system is available 99% of the time excluding maintenance time. | Maintain or improve percentage. | The system was available 99% of the time excluding maintenance time. |
| 4 | 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 (hits) views | Maintain or improve views by 100. | 332,367 (hits) views in FY 2006 |
| 5 | 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 (hits) views | Maintain or improve views by 100. | 459 hits (views) in FY 06. |
| 6 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Number of new registrations | 14,122 registrations in FY 06 | Maintain or improve results by 1% | 14, 220 registrations in FY 07 & 778,957 views |
| 7 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied | 99% of customers were satisfied. | Zero base Help-Desk dissatisfaction | 99% of customers in FY 2007 were satisfied. |
| 8 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Training | Number of users trained by business area | 638 users trained in FY 2006 | Increase number of users trained | 974 users trained in various nVision Data Warehouse Business Areas . |
| 9 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | Calls and emails are responded to immediately. | Maintain or improve 3-hour response time | Calls and emails were continuously responded to immediately. |
| 10 | 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 | 459 (hits) views in FY 06 | Maintain or improve views by 100 views. | 19,698 hits (views) in FY 07 |
| 11 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | The system is available 99% of the time. | Maintain or increase availability by 1%. | The system was available 99% of the time. |
| 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 (hits) views | Maintain or improve views by 100. | 357,475 hits (views) in FY 07 |
| 13 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | Answer first call immediately and return voice mail calls within 5 minutes. Respond to emails upon receipt. | Maintain or improve results | Answered first call immediately and return voice mail calls within 5 minutes. Responded to emails upon receipt. |
| 14 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | Percentage of time system is available | The system is available 99% of the time. | Maintain or increase availability. | The system was available 99% of the time. |
| 15 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | New Customers and Market Penetration | Number of new registrations | 14, 220 registrants in FY 07 | Increase new registrants by 100. | Increased registrants by 1,755 |
| 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 | 375,310 views in FY 07. | Maintain or increase number of views | Increased |
| 17 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business area hits or views. | 778,957 (hits) or views in FY 07. | Maintain or increase number of views. | will be reported at end of FY |
| 18 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | Answer 1st call immediately; respond to voice mail messages withiin 5 minutes. Respond to emails as they are received. | Maintain base line 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 based upon prior results | 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 based upon prior results | 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 based upon prior results | TBD based upon prior results | TBD |
| 22 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business area (hits) or views in FY 09 | TBD based upon prior results | TBD based upon prior results | TBD |
| 23 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | TBD based upon prior results | 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 based upon prior results | 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 based upon prior results | 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 based upon prior results | TBD based upon prior results | TBD |
| 27 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business Area (hits) or views in FY 10 | TBD based upon prior results | TBD based upon prior results | TBD |
| 28 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | TBD based upon prior results | 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 based upon prior results | 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 based upon prior results | 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 based upon prior results | TBD based upon prior results | TBD |
| 32 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business Area (hits) r views in FY 11 | TBD based upon prior results | TBD based upon prior results | TBD |
| 33 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | TBD based upon prior results | 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 based upon prior results | 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 based upon prior results | 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 based upon prior results | TBD based upon prior results | TBD |
| 37 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business Area (hits) or views in FY12 | TBD based upon prior results | TBD based upon prior results | TBD |
| 38 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Response time to customer inquiries | TBD based upon prior results | TBD based on prior year results | TBD |
| 39 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Percentage of customers satisfied with response time for inquiries. | TBD based upon prior results | TBD based on prior year results | TBD |
| 40 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Service Availability | Percentage of time system is available | TBD based upon prior results | TBD based on prior year results | TBD |
| 41 | 2013 | 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 based upon prior results | TBD based on prior year results | TBD |
| 42 | 2013 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business Area (hits) or views in FY13 | TBD based upon prior results | TBD based on prior year results | TBD |
| 43 | 2014 | Effective Management of Human Capital/Information Technology/Resources | Customer Results | Customer Satisfaction | Response time to customer inquiries | TBD based upon prior results | TBD based on prior year results | TBD |
| 44 | 2014 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Percentage of customers satisfied with response time for inquiries. | TBD based upon prior results | TBD based on prior year results | TBD |
| 45 | 2014 | Effective Management of Human Capital/Information Technology/Resources | Mission and Business Results | Help Desk Services | Percentage of time system is available | TBD based upon prior results | TBD based on prior year results | TBD |
| 46 | 2014 | 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 based upon prior results | TBD based on prior year results | TBD |
| 47 | 2014 | Effective Management of Human Capital/Information Technology/Resources | Processes and Activities | Knowledge Management | Business Area (hits) or views in FY14 | TBD based upon prior results | TBD based on prior year results | TBD |