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Home My WebLink About2019-09-23-minutes-it-study-session2019‐09‐23 Minutes 1 Information Technology Commissioners’ Minutes Kittitas County, Washington Commissioners’ Conference Room Regular Meeting Monday 11:00 AM September 23, 2019 Board members present: Chair Cory Wright, Vice‐Chair Brett Wachsmith Board members absent: Commissioner Laura Osiadacz Others: IT Director Jim Goeben Regular Meeting Information Technology Meeting called to order at 11:00 AM. Review IT Services Survey of County Leadership Mr. Goeben presented a summary of the leadership survey regarding IT services satisfaction and value. Overall the ratings were very positive. The survey will be performed again in 2020 for comparison. Microsoft Enterprise Agreement Implementation Update Mr. Goeben updated to board on the status of the implementation. The project is about a week behind schedule, but the completion date should not be affected. No action was taken. Agenda Documents Online Mr. Goeben showed the board the intranet’s agenda creation form which has a file upload feature. He explained if users upload documents they will be provided electronically to the board with the agenda. The board will work with their clerks and provide direction to IT. Cybersecurity Incident Response Plan Review The board reviewed the plan and authorized Mr. Goeben to implement it. Meeting adjourned at 11:30 AM. Kittitas County Commissioners Information Technology Director Kittitas County, Washington _______________________________________ _______________________________________ Jim Goeben, IT Director Cory Wright, Chair Kittitas County IT Satisfaction Survey, 2019 In April, IT asked leadership to participate in a survey to provide insight into IT services value and satisfaction. Of 24 recipients, 17 (71%) responded and 14 (58%) provided names. The responses are summarized in the Kittitas County IT Satisfaction Scorecard (see below/attached). Findings Overall, leadership is satisfied to very satisfied (88%) with IT services, and neutral to satisfied (76%) with the value of those services. To understand potential bias and impact of individual respondents, they were divided into 3 categories based on how they rated IT across all factors: supporters, neutrals, and detractors. To gauge the effect of detractors on IT reputation, their numbers were subtracted from supporters to get weighted scores of 82% satisfaction and 71% value. Responders were neutral about whether IT understands their needs and if communication from IT was adequate, but felt IT executed their requirements and met their needs to their satisfaction. Responders were asked to rank IT core services in order of their value and then rate their satisfaction with each service. The top 3 ranked core services and their satisfaction rating were network and communication infrastructure (94%), service desk (76%), and business applications (94%). This information tells IT which services it can focus on that offer a higher return on resource investment. Kittitas County IT Satisfaction Meetings During August the IT Director met with leadership to ask how IT can improve their overall satisfaction and value of IT services. Findings The feedback received was very positive. Leadership said IT is responsive and quick. IT staff goes above and beyond, especially for stoppages of critical services. IT is a team of innovative problem solvers who manages technology projects well. Several leaders said IT is taken for granted by users and leadership. Areas identified for improvement in satisfaction include: • Hiring an additional service desk technician • More verbal communication with written summaries by IT and users, especially when there is confusion or misunderstanding • Schedule support meetings with users rather than drop-in meetings • Communicate better what users can expect when changes are implemented • User training Kittitas County IT Satisfaction Scorecard 2019 Overall Metrics Overall satisfaction and value are key indicators of the overall impression of the IT department. These metrics let IT leadership determine at a glance if they are meeting the needs of the agency. Satisfaction This Year Last Year 3%↑ Value This Year Last Year 3%↑ IT Support Breakdown The breakdown charts are indicators of the percent of stakeholders that fall into three important categories. Promoters are loyal enthusiasts of IT. Neutral stakeholders are satisfied but unenthusiastic about IT. Detractors are unhappy stakeholders who can damage reputation. Net IT Support Score: Satisfaction IT Support Breakdown           +82% Net IT Support Score: Value IT Support Breakdown           +71%  Detractors (scored 1-2)  Neutrals (scored 3)  Supporters (scored 4-5) IT Support Breakdown = Supporters - Detractors IT Relationship Satisfaction Relationships are a key driver in stakeholder management. It is important that the business feels IT understands their needs and is getting enough communication. Relationship Satisfaction Last Year Needs Satisfaction with IT understanding of your needs 76% Execution Satisfaction with the way IT executes your requests and meets your needs 82% Communication Satisfaction with IT communication 76% Business Satisfaction and Importance for Core Services The core services of IT are important when determining what IT should focus on. The most important services with the lowest satisfaction offer the largest area of improvement for IT to drive business value. Core Services Importance Satisfaction Last Year Network and Communication Infrastructure Satisfaction with reliability and security of network and communication systems (can you reach the services you use, e.g., email, network shares, department software; and is it safe from threats, e.g., unauthorized access, viruses, mishandled data) 1st 94% Service Desk Satisfaction with the responsiveness and effectiveness of the service desk 1st 76% Business Applications Satisfaction with applications developed by IT (CAMAS, GIS/COMPAS, open data portal, Laserfiche workflows, county websites, etc.) 3rd 94% Communication Satisfaction with the amount and type of communication from IT 4th 71% Devices Satisfaction with the county provided devices you use, including desktops, laptops, mobile devices, VoIP phones, etc. 5th 88% Projects Satisfaction with department and county technology projects (computer rotation, major software acquisitions, VoIP, etc.) 6th 82% Technology Policies Satisfaction with policy design and enforcement around security, governance, etc. 7th 76% Training Satisfaction with amount and type of training on technology use and security issues 8th 82% IT Innovation Leadership Satisfaction with providing opportunities for innovation to improve county operation 9th 65% Purchasing Satisfaction with IT consulting and purchasing technology, including all computers and off-the-shelf software 10th 71% Leadership response rate: 17/24 or 71% 88% 76%