Dataset Identification:
Resource Abstract:
- description: <p>The IT Performance Dashboard is a trusted source for IT performance information across VA. This is available
only on the VA intranet. The dashboard is a collection of information from Regions, VISNs, Facilities, and other VA offices
across a range of departments within the Office of Information &amp; Technology (OIT) from Product Development and Information
Security to Human Resources to Finance. It presents often-complex information in easy-to-understand dashboard reports.Currently,
you can see performance reports relating to Customer Service, Service Level Agreements (SLAs), Systems, Monthly Performance
Reports (MPR), IT Assets and Debt Score, Human Resources, and Network/Security. There is also a Facility CIO Center tab where
you can see Quarterly Performance Reviews, an OIT Daily Brief tab where you can access OIT Daily Brief Reports, and a Product
Delivery tab that takes you to the PMAS Dashboard. As the IT Performance Dashboard continues to evolve, you will be able to
see a broader range of performance information including custom reports, upon request.This page displays Customers Service
Dashboard Reports on the IT Dashboard: American Customer Satisfaction Index (ACSI) by # of Facilities: This report captures
the number of participating VA facilities within the range of American Customer Satisfaction Index (ACSI) scores from 40-100.
Only facilities which have 35 or more respondents are included. Clicking on any of the bars on the chart will enable the user
to drill down and view the facilities that fall within that range. American Customer Satisfaction Index (ACSI) by Administration:
This report captures the ACSI scores (IT customer satisfaction levels) of the Administrations from the three most recent national
VA IT customer satisfaction surveys. For each Administration, the ACSI values from the three surveys are set side-by-side
for a high-level performance comparison. Average Speed of Answers per Region (last 6 months): This report captures the average
wait time for a call to be answered, including times where the call was answered immediately. Clicking on any of the lines
on the chart denoting Regions will enable the user to drill down and view the Campus level data. Overall First Contact Resolution
for All Regions (last 6 months): This report displays the First Contact Resolution Rate which is defined as a ticket being
opened, resolved and closed by the same OIT entity that received the initial contact. Clicking on any of the lines on the
chart denoting Regions will enable the user to drill down and view the Campus level data.</p>; abstract: <p>The
IT Performance Dashboard is a trusted source for IT performance information across VA. This is available only on the VA intranet.
The dashboard is a collection of information from Regions, VISNs, Facilities, and other VA offices across a range of departments
within the Office of Information &amp; Technology (OIT) from Product Development and Information Security to Human Resources
to Finance. It presents often-complex information in easy-to-understand dashboard reports.Currently, you can see performance
reports relating to Customer Service, Service Level Agreements (SLAs), Systems, Monthly Performance Reports (MPR), IT Assets
and Debt Score, Human Resources, and Network/Security. There is also a Facility CIO Center tab where you can see Quarterly
Performance Reviews, an OIT Daily Brief tab where you can access OIT Daily Brief Reports, and a Product Delivery tab that
takes you to the PMAS Dashboard. As the IT Performance Dashboard continues to evolve, you will be able to see a broader range
of performance information including custom reports, upon request.This page displays Customers Service Dashboard Reports on
the IT Dashboard: American Customer Satisfaction Index (ACSI) by # of Facilities: This report captures the number of participating
VA facilities within the range of American Customer Satisfaction Index (ACSI) scores from 40-100. Only facilities which have
35 or more respondents are included. Clicking on any of the bars on the chart will enable the user to drill down and view
the facilities that fall within that range. American Customer Satisfaction Index (ACSI) by Administration: This report captures
the ACSI scores (IT customer satisfaction levels) of the Administrations from the three most recent national VA IT customer
satisfaction surveys. For each Administration, the ACSI values from the three surveys are set side-by-side for a high-level
performance comparison. Average Speed of Answers per Region (last 6 months): This report captures the average wait time for
a call to be answered, including times where the call was answered immediately. Clicking on any of the lines on the chart
denoting Regions will enable the user to drill down and view the Campus level data. Overall First Contact Resolution for All
Regions (last 6 months): This report displays the First Contact Resolution Rate which is defined as a ticket being opened,
resolved and closed by the same OIT entity that received the initial contact. Clicking on any of the lines on the chart denoting
Regions will enable the user to drill down and view the Campus level data.</p>
Citation
- Title IT Performance Dashboard: Customer Service Dashboard.
-
- creation Date
2018-04-11T02:15:03.014014
Resource language:
Processing environment:
Back to top:
Metadata data stamp:
2018-08-06T19:39:24Z
Resource Maintenance Information
- maintenance or update frequency:
- notes: This metadata record was generated by an xslt transformation from a dc metadata record; Transform by Stephen M. Richard, based
on a transform by Damian Ulbricht. Run on 2018-08-06T19:39:24Z
Metadata contact
-
pointOfContact
- organisation Name
CINERGI Metadata catalog
-
- Contact information
-
-
- Address
-
- electronic Mail Address cinergi@sdsc.edu
Metadata language
eng
Metadata character set encoding:
utf8
Metadata standard for this record:
ISO 19139 Geographic Information - Metadata - Implementation Specification
standard version:
2007
Metadata record identifier:
urn:dciso:metadataabout:ea62c464-c033-4498-b81b-e82cabc85a6b
Metadata record format is ISO19139 XML (MD_Metadata)