FY12 ITC Continuous Improvement Plan Narrative

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2 Fiscal Services Goal Matrix including accounting (cash basis with generally accepted accounting practice extensions), payroll/personnel, and fixed asset accounting # 1 Goals * Initiated Date Status ** Comments Measure of Meeting Goal Have bi annual fiscal advisory meetings and report the minutes to the Board of Directors 7/1/2007 Ongoing Conducted two Advisory meetings in FY11 and reported minutes to the Board of Directors Advisory minutes, Board minutes, Customer satisfaction survey Continue bringing districts onto the Employee Kiosk Increase the number of Fiscal Professional Development for fiscal web applications 4/25/2008 Ongoing In FY11 OME RESA implemented and trained 6 new districts, FY12 goal is to have an additional 5 6 districts live. 21 total districts are live on software. 7/1/2008 Ongoing To help encourage more districts to utilize the fiscal web applications over green screen applications Implement eprocurement Package 7/1/2009 Not started Started setup of software in May Worked with one district to implement, but software could not support their business practices. Waiting for enhancements to meet current supported options in USASWeb Implement IPDP module of Kiosk 7/1/2010 In Progress We did not meet the FY11 goal to have 4 districts live on the IPDP module of the Kiosk. We are working with 2 districts, but the districts, Helpdesk reports, Customer satisfaction survey, Registration documentation, Sign in sheets, Event evaluations, Knowledge book articles, Helpdesk reports, Helpdesk reports Page 2

3 have limited time to devote to this project Install new version of USASDW 9/1/2010 Complete Install the new version of USASDW to prepare for implementation to districts Implement new USASr project Winter Not Stated Pending release of software by the SSDT, districts will be converted from Alpha to USASr one at a time and retrained on the package Implement new USPSr project Winter 2012 Not Stated Pending release of software by the SSDT, districts will be converted from Alpha to USPSr one at a time and retrained on entire payroll processing. Install documentation, helpdesk reports, user feedback on new package., helpdesk reports, user feedback on new package. Notes * Goals that have a status of complete or cancelled must be reported on subsequent years CIP, after which can be removed from further reporting ** Status should be not started, in progress, ongoing, cancelled, or complete Page 3

4 Student Records Management Goal Matrix including provisions for student scheduling, grade reporting, attendance tracking, and tracking of special education needs: # 2 Goals * Initiated Date Status ** Comments Measure of Meeting Goal Have bi annual Student Service advisory meetings and report the minutes to the Board of Directors 7/1/2008 Ongoing Conducted two Advisory meetings in FY11 and reported minutes to the Board of Directors Advisory minutes, Board minutes, Customer satisfaction survey Hold Regional trainings throughout the year for Student Service Applications Offer one on one labs for Student Data Coordinators for all Student Service Applications Introduce and encourage districts to use the SpS to EMIS option for ease of reporting Implement Custom Progress Book Report cards for requesting districts Implement DASL Graduation Verification module with pilot districts Provide web based training sessions 7/1/2008 Ongoing Held 38 trainings on DASL, 9 trainings on PB, and 6 trainings on SpS in FY11 7/1/2008 Ongoing Held 22 one on one labs in FY11 7/1/2009 Ongoing OME RESA is currently working with 12 districts for SpS to EMIS. A total of 43 buildings in FY11 transferred their data via the SpS to EMIS functionality 7/1/2009 Ongoing OMERESA created multiple custom report cards for requesting districts 7/1/2009 Ongoing OMERESA offered training to all districts in FY11 7/1/2009 In Progress OMERESA will utilize online training software to provide web based trainings as an enhancement to our existing in person and one on one evaluations evaluations, documentation Helpdesk reports, Report card agreements, documentation, District report card use evaluations Streaming videos, Application logs Page 4

5 Provide DASLr/EZ Query trainings regionally Provide online tutorials of the various SS applications Work with the state to ensure that transcripts have all of the required elements Staff will attend the various application trainings to stay up to date on the newest features Introduce the new expanded fields in SpS and train users for ease of using the application trainings 7/1/2010 Complete OMERESA conducted 3 DASLr/EZ Query trainings in FY11. 4/1/2011 In Progress OMERESA has started a library of online tutorials available to assist users. 7/1/2011 In Progress OMERESA will make required modifications/customizations to the transcripts as needed 7/1/2011 Ongoing Staff will obtain knowledge through meetings/trainings and in turn train districts with this information 7/1/2011 Ongoing Will train the users on the newest features of the SpS software evaluations Streaming videos Helpdesk reports, documentation Meeting minutes and handouts, Certificates of attendance, Professional development forms evaluations Notes * Goals that have a status of complete or cancelled must be reported on subsequent years CIP, after which can be removed from further reporting ** Status should be not started, in progress, ongoing, cancelled, or complete Page 5

6 State Mandated Data Reporting Goal Matrix including access to the appropriate department and software applications (EMIS): # 3 Goals * Initiated Date Status ** Comments Measure of Meeting Goal Continue to have staff stay up to date and informed regarding all aspects of EMIS reporting Provide our districts with trainings regarding the new fiscal year changes implemented by ODE Provide all districts with reminders when deadlines are due and notify them when they have not submitted required data To provide our districts with the tools necessary for them to report their data accurately and on time To implement EMIS roundtables and open labs whereby the districts can meet and discuss issues common to EMIS reporting Train Districts on use of the new EMIS submission software Work with ODE though the performance period for the EMIS Rewrite 7/1/07 Ongoing EMIS staff attended OAEP, OEDSA conferences and state regional meetings throughout the year. Staff has also participated in Bi Monthly EMIS conference calls 7/1/07 Ongoing OME RESA has held 15 EMIS trainings in FY11 7/1/07 Ongoing OME RESA sends out reminders and notifications via when deadlines are due 7/1/07 Ongoing As updates are released, they are installed on the systems. Districts are then notified via . 7/1/07 Ongoing OME RESA has conducted 3 roundtable discussions in FY11 3/1/09 Ongoing Sent instructions and updates during the performance period 10/15/09 Complete Will make sure districts are supported and ODE gets input needed for the EMIS Meeting minutes and handouts, Certificates of attendance, Professional development forms evaluations Newsletters, documentation Knowledge book articles, documentation documentation, Sign in sheets Knowledge book articles, documentation Helpdesk reports, documentation, ODE incident forms Page 6

7 To create Online Tutorials related to specific topics related to EMIS To assist districts in reading/understanding and manipulating the reports that come back through the DC To assist districts in understanding the new data entry points in DASL for EMIS reporting Rewrite 7/1/2011 In Progress OME RESA will provide online tutorials to specific topics related to EMIS 7/1/2011 In Progress OME RESA will provide training on how to interpret data provided through reports from ODE 7/1/2011 In Progress OME RESA will train/communicate to users the users the changes in the DASL software as it relates to EMIS Streaming videos evaluations evaluations, documentation Notes * Goals that have a status of complete or cancelled must be reported on subsequent years CIP, after which can be removed from further reporting ** Status should be not started, in progress, ongoing, cancelled, or complete Page 7

8 Library Automation Goal Matrix curricular resources and educational technology services to support academic content standards and effective instruction: # 4 Goals * Initiated Date Status ** Comments Measure of Meeting Goal Implement and provide training for SirsiDynix StaffWeb Client as needed by districts 7/1/2008 Ongoing OME RESA has held 10 additional trainings in FY11 and has updated needed documentation evaluations, Districts live on application Implement and provide regional trainings for the SirsiDynix Symphony client Implement and provide on site support for all OME RESA districts as needed Implement and provide regional trainings for All INFOhio Electronic Resources Implement and provide training for any new districts on the INFOhio software Implement and provide staff training to all districts as indicated under the new INFOhio icoach Program 7/1/2008 Ongoing OME RESA has held 15 additional trainings in FY11 and has updated needed documentation 7/1/2008 Ongoing OME RESA conducted 30 visits for a total of 160 hours in FY11 7/1/2009 Ongoing OME RESA continues to provide in services to districts covering the INFOhio Electronic Resources 7/1/2009 Ongoing OME RESA begins training new Switzlerland of Ohio School district. 11/15/2010 Ongoing This is a new INFOhio initiative intended to train teachers to use INFOhio resources and other 21 st century instructional strategies evaluations, Districts live on application documentation, Helpdesk reports evaluations, Districts live on application evaluations, Districts live on application Event evaluations, feedback forms, Survey Monkey results Implement and provide training 7/1/2011 Ongoing OME RESA will schedule Page 8

9 for INFOhio Discovery Portal additional trainings highlighting the INFOhio Discovery Portal evaluations, Districts live on application Notes * Goals that have a status of complete or cancelled must be reported on subsequent years CIP, after which can be removed from further reporting ** Status should be not started, in progress, ongoing, cancelled, or complete Page 9

10 Internet Access and Networking Services Goal Matrix including and the support of data exchange within the Information Technology Center s user entities and across different Information Technology Centers and their user entities: # 5 Goals * Initiated Date Status ** Comments Measure of Meeting Goal Provide OME RESA member school districts a self service web based password management application 3/13/2007 In Progress OME RESA will conduct a Proof of Concept with Microsoft on the design and implementation of a Forefront Identity model that would eventually integrate the members districts AD with OME RESA software applications. Providing a single sign on and password management for district personnel. Install documentation, Continue the migration of OME RESA schools from T1 speed (1.544Mbps) to Fiber Broadband speed (10Mbps+) Monitor Internet bandwidth utilization and increase the total bandwidth as needed 7/1/2008 Ongoing Converted 19 buildings from T1 circuits to 5MB & 10MB Ethernet and 9 sites from 10MB to 100MB. 75 buildings utilize direct broadband connections to OME RESA. 7/1/2008 Ongoing OARnet: 12/09 180Mbit 20Mbit Add 04/10 230Mbit 50Mbit Add 08/10 260Mbit 30Mbit Add 04/11 280Mbit 20Mbit Add 08/11 300Mbit 20Mbit Add Districts on broadband connections, TSR tickets, Helpdesk reports, Knowledge book articles TSR Tickets, Helpdesk reports Page 10

11 Have bi annual Technical advisory meetings and report the minutes to our Board of Directors Expand virtual cluster to facilitate migration of additional OME RESA and district production servers to VM's Expand Storserver capability to allow member districts to have remote backup capabilities Install and configure systems to integrate with the State's IDM technology, providing a single "sign on" capability across the state network Install and Configure Exchange 2010 communication server Install and configure an e mail archiving appliance Comcast: 08/11 300Mbit 280Mbit Ad 7/1/2008 Ongoing Conducted two Advisory meetings in FY11 and reported minutes to the Board of Directors 7/1/2008 Ongoing Over 40 OME RESA production servers are being hosted in Virtual clusters. We are hosting Virtual Services for 2 Districts. We expect to have the entire data center virtualized this fiscal year. 7/1/2008 Ongoing 5 districts are utilizing this service. Continue to advertise this service to districts 7/1/2008 Cancelled State IDM solution is still not able to provide account synchronization with our Active Directory. If not accomplished during FY11, we will begin to investigate other options 7/1/2010 Completed Network staff have migrated all districts to the new Exchange 2010 system. 7/1/2010 Completed Network staff completed the install and configuration of the ARCmail system. This system has granular archiving capabilities for Advisory minutes, Board minutes, Customer satisfaction survey Installation Documentation, Installation documentation, Installation documentation, Installation Documentation,, Helpdesk reports, Knowledge book articles Installation Documentation, Page 11

12 districts within OME RESA s Exchange system Install, configure and evaluate Virtual Desktop Infrastructure (VDI) and Virtual Application hosting Expand Citrix Virtual Application and Thin Client hosting service 11/1/2010 Completed OME RESA has entered into a Proof of Concept project with MCPc and collaborating with NWOCA to determine the feasibility of OME RESA hosting and providing Virtual Desktop/Applications to our member districts 7/1/2011 In Progress OME RESA has contracted with two districts for Citrix Virtual Application and Thin Client hosting service Installation Documentation, Installation Documentation, Notes * Goals that have a status of complete or cancelled must be reported on subsequent years CIP, after which can be removed from further reporting ** Status should be not started, in progress, ongoing, cancelled, or complete Page 12

13 Narrative Summary: This narrative should answer the following questions for all core service areas 1. Explain the process that is used within your organization to identify changing customer needs and develop organizational goals to advance your organization as a service provider. OME RESA has two main methods that are used to determine customer needs and organizational goals. The first method is through the customer satisfaction survey. This allows OME RESA to get feedback from customers served in various departments. The survey provides feedback on current business practices, helps determine areas for improvement, and assists OME RESA in establishing new goals and services to focus on. The second method utilized provides more granular feedback from specific areas of the organization. Each core service department has an advisory committee consisting of a representative from each of the 11 counties. Each advisory committee meets semiannually each year and discusses current services provided, what services need modified and future goals and services OME RESA should focus on. The minutes and feedback from the committee are then presented to the Board of Directors for their response and approval (when required.) During our CIP process the information we received throughout the year is used to create our goals based on customers needs. This has been very effective and has helped the organization provide excellent service to the customers. 2. How do you plan for the ongoing and future financial and staffing needs of your organization to maintain its position as a viable service provider? OME RESA plans for ongoing financial and staffing needs through a year round process. Department managers meet bi weekly to discuss department updates, processes and current workload. Managers have access to a network drive where each department documents items that they would like to see included in the next fiscal year budget. These items include software, hardware and changes in staffing needs. Towards the end of the fiscal year, OME RESA administrative staff and the fiscal agent treasurer meet and compile all department information provided, review helpdesk statistics, review customer feedback, review the current year financial situation and build the anticipated revenues and expenditures for the next fiscal year s operating expenses. From this information a draft fee schedule is developed. The Board of Directors will then convene the budget committee to discuss the anticipated expenditures, revenues and proposed fees. Once the budget committee has approved/modified these items they are then presented to the Board of Directors for approval. Once approved by the Board of Directors, fees and services are taken to the General Assembly for final approval. Page 13

14 3. Helpdesk Questions: (The following questions must be addressed in the narrative.) i. How did you use the data derived from the helpdesk to assist you in making management decisions? The data derived from our helpdesk is crucial to OME RESA s business operations. The helpdesk is a tremendous tool when analyzing department coverage, productivity and customer response times. The helpdesk also provides data to trend peak times of the year and compares them to previous years and allows adjustments in coverage when needed. ii. What is the relevance and correlation between data reports from the helpdesk and the measurement and development of your organization s goals? OME RESA s goals are developed by feedback and interaction from customers along with the data derived from our helpdesk. Helpdesk reports do provide a tool for measuring goals, especially the training aspects of the organization. For example, if a consistently high number of tickets are received relating to a certain topic or software, then more training is needed in that area or there is a need to modify current training to focus more on that specific area. The measurement of response times from the helpdesk allows Administration to verify if departments are staffed properly and if the current staff is supporting the customer s needs. iii. How is your organization utilizing helpdesk data to measure SLA compliance with services provided to schools by your organization? The helpdesk reports are utilized to review ticket acknowledgement and resolution times to ensure that OME RESA is SLA compliant. This data is a great tool in assisting OME RESA with staffing decisions and addressing areas that need improvement. At the end of the fiscal year, OME RESA provides the General Assembly with data that ensures that OME RESA is SLA compliant. Page 14