Each quarter, the Division of Information Technology shares its performance data in a report for the WCU Board of Trustees. Below is a sample of our key metrics for June, July, and August. If you have any questions, contact Dr. Anna McFadden: amcfadden@wcu.edu or ext.2411
Internet Connection Uptime
- 100% No unplanned outages
Core Network Uptime
- 100% No unplanned outages.
WCU University Website
- Page views 4,119,878 (+1%)
- Visits 1,211,005 (-12%)
- Unique visitors 362,282 (+.4%)
- Visits from mobile devices 93,334 (+129%)
Division Metrics May 2012 – July 2012:
- IT Incident and Service Request Metrics
- Customer Satisfaction Index (Incidents & Service Requests)
|
Question/Score |
WCU
|
IT industry |
| Q1. The courtesy of the analyst? |
4.96 |
4.83 |
| Q2. The technical skills/knowledge of the analyst? |
4.91 |
4.75 |
| Q3. The timeliness of the service provided? |
4.92 |
4.69 |
| Q4. The quality of the service provided? |
4.93 |
4.73 |
| Q5. The overall service experience? |
4.91 |
4.70 |
Scale of 1 to 5 (5 = best).
- Incidents by Client Status and Contact Source
|
Walkup |
Electronic |
Observation |
Phone |
Grand Total |
|
| Faculty |
9 |
34 |
5 |
133 |
181 |
| Staff |
15 |
97 |
48 |
290 |
450 |
| Student |
83 |
46 |
4 |
135 |
268 |
| Grand Total |
107 |
177 |
57 |
558 |
899 |
- Incident Reduction
|
Time Period |
Count (# of incidents) |
| May 2011 – July 2011 |
2,087 |
| May2012 – July 2012 |
899 |
| Difference between periods |
1188 |
| Percentage difference |
56.92% reduction |