TECHNOLOGY SERVICES

PRIORITY OBJECTIVES & STRATEGIES

PRIORITY OBJECTIVES	TARGET 08-09	CURRENT OR 07-08	DIVISIONAL STRATEGIES	SBE GOAL
Uptime: All systems will be up and available when they are needed by end users externally and internally.	99.9%	New Measure	Document business requirements. Gain appropriate levels of client approval. Assure appropriate budget is available for current year as well as out years. Develop appropriate Service Level Agreements (SLAs) between DPI IT and state ITS, or Operational Level Agreements (OLAs) between IT and the Business Unit if application hosted at DPI.	5.3
LEA and DPI users will respond positively to survey prompt "Rate your satisfaction with our overall technology services."	LEA 88% DPI 89%	LEA 86.5% DPI 87.2%	Develop and administer surveys to external and internal business users bi-annually. Analyze results, determine pluses, communicate to staff, commend them for job well done. Analyze results, determine areas for improvement, develop plans of action and measurements to address those areas for improvement.	5.3 5.2
All districts will be connected to the NCREN backbone which assures sufficient bandwidth to the district.	100%	41%	Provide and support sufficient bandwidth to the door of the district. Provide on-going consulting support for in the building networking. Monitor School Connectivity Project reporting.	5.2
NC Wise will be operational in all districts.	115 LEAs	75 LEAs	Complete Wave 3 Rollout of NCWISE by June 2009. Maintain high system availability and customer support.	5.3 5.2

CORE ACTIVITIES		SBE GOAL
1	Maintain high-availability, fault-tolerant, and secure computing resources.	5
2	Increase customer satisfaction and confidence.	5
3	Improve timeliness and response to customer support issues.	5
4	Manage and coordinate IT enterprise initiatives and processes.	5
5	Create, promote, implement and support common proven processes, methodologies, templates, reporting system technical architecture and best practices that can be utilized across the business units of the DPI for Balance Scorecard initiatives.	5
6	Deliver high quality NC WISE system on time, within scope and budget and with expected functionality.	5
7	Customer Response Help Desk Services: Track # of calls coming in and being closed, evaluate areas of need for professional and/or recurring training. Identify root cause of repetitive incidents and present to client potential solutions.	5
8	Through IT Career Banding, establish career paths, goals, staff development and manage performance of IT staff.	5
9	Assure staff receive adequate training and staff development on current and emerging technologies that are aligned with DPIÕs technical architecture and technology planning.	5
10	Assist LEAS in school connectivity, technology planning, implementation, e-rate services, network services and evaluation.	5