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Kittitas County IT Satisfaction Scorecard 2019 <br />Overall Metrics <br />Overall satisfaction and value are <br />key indicators of the overall <br />impression of the IT department. <br />These metrics let IT leadership <br />determine at a glance if they are <br />meeting the needs of the agency. <br /> <br />Satisfaction <br />This Year Last Year <br /> <br />3%↑ <br /> <br /> <br />Value <br />This Year Last Year <br /> <br />3%↑ <br /> <br />IT Support Breakdown <br />The breakdown charts are indicators of the percent of stakeholders that fall into three <br />important categories. Promoters are loyal enthusiasts of IT. Neutral stakeholders are satisfied <br />but unenthusiastic about IT. Detractors are unhappy stakeholders who can damage <br />reputation. <br /> <br />Net IT Support Score: Satisfaction IT Support <br />Breakdown <br />          +82% <br /> <br />Net IT Support Score: Value IT Support <br />Breakdown <br />          +71% <br /> <br /> Detractors (scored 1-2) <br /> Neutrals (scored 3) <br /> Supporters (scored 4-5) <br />IT Support Breakdown = <br />Supporters - Detractors <br />IT Relationship Satisfaction <br />Relationships are a key driver in stakeholder management. It is important that the business <br />feels IT understands their needs and is getting enough communication. <br /> <br />Relationship Satisfaction Last Year <br />Needs <br />Satisfaction with IT understanding of your needs 76% <br />Execution <br />Satisfaction with the way IT executes your requests and meets <br />your needs 82% <br />Communication <br />Satisfaction with IT communication 76% <br />Business Satisfaction and Importance for Core Services <br />The core services of IT are important when determining what IT should focus on. The most <br />important services with the lowest satisfaction offer the largest area of improvement for IT to <br />drive business value. <br /> <br />Core Services Importance Satisfaction Last Year <br />Network and Communication Infrastructure <br />Satisfaction with reliability and security of network and <br />communication systems (can you reach the services you use, <br />e.g., email, network shares, department software; and is it <br />safe from threats, e.g., unauthorized access, viruses, <br />mishandled data) <br />1st 94% <br />Service Desk <br />Satisfaction with the responsiveness and effectiveness of the <br />service desk <br />1st 76% <br />Business Applications <br />Satisfaction with applications developed by IT (CAMAS, <br />GIS/COMPAS, open data portal, Laserfiche workflows, county <br />websites, etc.) <br />3rd 94% <br />Communication <br />Satisfaction with the amount and type of communication <br />from IT <br />4th 71% <br />Devices <br />Satisfaction with the county provided devices you use, <br />including desktops, laptops, mobile devices, VoIP phones, etc. <br />5th 88% <br />Projects <br />Satisfaction with department and county technology projects <br />(computer rotation, major software acquisitions, VoIP, etc.) <br />6th 82% <br />Technology Policies <br />Satisfaction with policy design and enforcement around <br />security, governance, etc. <br />7th 76% <br />Training <br />Satisfaction with amount and type of training on technology <br />use and security issues <br />8th 82% <br />IT Innovation Leadership <br />Satisfaction with providing opportunities for innovation to <br />improve county operation <br />9th 65% <br />Purchasing <br />Satisfaction with IT consulting and purchasing technology, <br />including all computers and off-the-shelf software <br />10th 71% <br />Leadership response rate: 17/24 or 71% <br />88% 76%