KELLER INDEPENDENT SCHOOL DISTRICT

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1 BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence in Operational Processes and Systems FISCAL NOTE: General Operating Funds Background Information: The Board of Trustees approved a multi-year technology co-sourcing agreement with Dell Services January Existing KISD employees were interviewed by Dell and 14 were selected to become Dell badged employees. The contract with Dell provides 24/7 technology support for all KISD employees, as well as support for all computers, servers, , network storage and infrastructure. The contract provides for Key Performance Indicators to be monitored and reviewed monthly by Dell and Keller ISD to ensure compliance and customer satisfaction. An annual status report will be made by Dell representatives to the Board of Trustees. Administrative Considerations: Robyn Garrett, Dell Delivery Executive, will report on Dell s performance over the past 12 months as measured by Key Performance Indicators (KPI) contractually identified. Indicators include network up-time, performance, customer field technician satisfaction, 24/7 help desk customer satisfaction, and back-up/storage support. Future technology projects with Dell will also be presented. Communication Deployment: Board Meeting Minutes K-Connect KISD Web sites Respectfully submitted, Joe Griffin Chief Technology Officer

2 Keller ISD / Dell Services Update Robyn Garrett Customer Delivery Executive Joe Griffin Chief Technology Officer

3 Partnering For A Strong Future

4 Goals Increase Productivity for Teachers and Administrators Drive Improvements with Customer Satisfaction Surveys (CSAT) Increase computer knowledge in the district

5 Value Add One team one goal partnership Everyone working together to ensure positive results. High Level of Customer Service From the first call to the last; strive to provide excellent customer service. SME [Subject Matters Experts] for all teams Team collaboration to resolve issues quickly. Strategic Technology Planning Building a technology roadmap for the future and developing a cost effective solution.

6 Operational Milestones 1/2012 New Dell Customer Delivery Executive 3/2012 Sharepoint 2010 upgrade project 4/2012 Successful STAAR and on-line testing 5/2012 New Service Manager hired 8/2012 Web portal rolled out 8/2012 All computers updated and ready for first day of class 9/2012 Re-baseline of Service Desk calls approved and Change Order signed 10/2012 Rolled out BYOD pilot at Ed Center and Keller HS 12/2012 Upgraded ASA router at Trinity Springs for increased internet bandwidth

7 Accomplishments Executed emergency shutdown and recovery of all network and servers first day of school. 4 Dell team members were immediately on sight and worked through the night to ensure all systems were up and functional before school started the next day Completed all computer imaging and updates by the first day of school Rolled out the Tech1200 web portal for teachers and administrators to enter their own tickets Created and pushed out a Tech 1200 Portal icon to all desktops to make ticket entry easier

8 Accomplishments continued Configured and set up 40 Apple Mobile Device Management (MDM) servers for all librarians. Installed new ASA router at Trinity Springs to increase internet band width to all schools off this connection Career enhancement for 4 Dell (formerly Keller employees) who were promoted and moved to other accounts Modified the support model based on customer feedback and metric data to continue to improve the level of service

9 Customer Satisfactions (CSAT) - Avg Score 4.6 of 5 Dell Assignee Group 2012 Overall Rating KISD - Backup and Restore 5.00 KISD - Mail 4.51 KISD - Desktop Engineering 4.38 KISD - Field Services 4.75 KISD - Field Services - Ed Center 4.78 KISD - Intel 4.75 KISD - Network 4.35 KISD - Service Desk 4.61 KISD - Remote Resolution 4.24 Grand Total 4.60 Both the customer service agent as well as the technician were very polite and helpful. The problem was resolved within two hours! Wow! My problem was resolved quickly and quietly while I continued to teach. My students and I thank you very much. The problem was written incorrectly, and I was not able to get someone to help me with the real problem. They closed my ticket without solving the problem or communicating with me that they were even working on it for the 3rd time! 8

10 9 Key Performance Indicators(KPI) KPI Target Measured Incident Acknowledgement Time > 95% 99.95% Incident Resolution Time > 95% 97.70% Workstation Request Completion Time > 95% - Service Desk First Contact Resolution > 25% 98.88% Service Desk Abandonment Rate < 25% 3.06% Service Desk Speed to Answer < 120 Sec 24 Sec Operating System Instance Availability > 99.5% 99.87% Messaging Availability > 99.5% 99.81% Core Router and Switch Availability > 99.5% 99.89% Campus Router and Switch Availability > 99.5% 99.96%

11 Opportunities Complete Technology Refresh project MS Office 365 Mail solution Implement MS Mailbox limits and retention Business Continuity/Disaster Recovery Assessment 10

12 Service Desk Tickets YTD Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12

13 Top 10 Call Category/Type 304 Dec

14 Meet the Dell Team 13

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