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IT Key Measures Meaning

Based on a balanced set of objectives, the IT Key Measures are used as indicators to drive continuous improvements in value to our customers, operational excellence, and employee engagement. 

Customer Satisfaction
Annual poll surveying City department stakeholders on their level of satisfaction with IT services received. 

Project Success
A metric tracking completed projects, successful projects meet on time delivery based on committed schedule; within approved cost; in scope meeting key requirements; and with high customer satisfaction, a measure of quality output.

Systems Availability
Network and Critical Systems availability measures the total systems up-time outside of planned outages.

Employee Engagement
Measures the level of active engagement of IT Staff. An engaged employee is a productive employee who shares a high commitment towards work, teams well with co-workers and supports the objectives of the City. Results came from the City’s annual Gallup Poll.

Gender Diversity
Measures the equitable representation of ITD employees in terms of male and female.

Ethnic Diversity
Measures the equitable representation of ITD employees in terms of ethnic origin.

Connected Residents
Measures the average Wi Fi usage by residents in communities.