What Are Your District's Key Performance Indicators (KPIs)?

"What are your District Technology KPIs?" I asked a colleague. "In fact, do you even have KPIs?" His response drew a chuckle.
"It's on my bucket list." Funny, isn't it?  The KPIs that help gauge our success, generate insights, are perhaps the last thing we think about. Yet, KPIs can help us be more strategic about what we do daily in edtech. Can you imagine if we identified CSFs and KPIs for housework? What our homes would look like?

Image Source: http://www.bscdesigner.com/kpis-vs-csfs.htm

When I first started down the road of trying to better track what was going on in regards to professional development, I had access to a lot of information. That said, I needed to boil it down to simple visuals others could understand at a glance. I didn't realize it, but I was playing around with a concept known as Key Performance Indicators:
The purpose of KPIs is to create an easy-to-understand visual representation of metrics, integrating and automating data analysis from a few key systems and share the data with stakeholders. The goal is to "create conversations about the data."
Source: Adapted from THE Journal, December, 2013 issue
Key = Important/Relevant
Performance = Doing, Carrying out, Executing
Indicator = Point out, Tell, Show (Source: RMIT University)
Setting up KPIs means you need to figure out what data is relevant and important to you, your stakeholders:
A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. Source: http://smartkpis.com/blog/2011/04/
Some possible KPIs for technology management that come to mind include the following:
  • Outstanding support tickets/work orders for a campus or location
  • Purchase order number to date for technology acquisitions
  • Total value of purchase orders to date for technology acquisitions
  • Response Time for Work Orders
What are your District's KPIs for Technology?

Everything posted on Miguel Guhlin's blogs/wikis are his personal opinion and do not necessarily represent the views of his employer(s) or its clients. Read Full Disclosure


Joel VerDuin said…
Miguel - I would comment that one might zoom the lens out a little when asking about KPI's and start with:

1. What do you want to be now and what do you want to become (as a department).
2. If data or information could describe whether or not you are making progress (or not) towards those goals.

The reason I suggest this, is that you might come up with different metrics for your KPIs if you thought differently from the outset.

Example - it is perfectly reasonable to think that you should want less outstanding workorder tickets or perhaps a faster completion time.

It might be a totally different metric if you want to strategically decentralize your support or build capacity in your end users - because you might designate your KPIs around the number of workorders and showing progress as a decrease in workorders submitted.

I think one of the pitfalls I see districts falling into is working with that which is easily quantifiable - but using measures that don't reflect where you want to go (we considered "uptime" of network equipment at one point, but I making big changes to our infrastructure wasn't really a strategic initiative - so it was misaligned.

Having KPIs or something similar is sure better than no data at all, and maybe after running through a couple of renditions, school leaders can see what works and what does not work.

In my job, my department (along with research and evaluation) had been doing this KPI work with all of our operational departments, and it was bit wonky at first. It did get better, but we have lost an emphasis on the work and so our KPI's and annual measurements are not quite up to date.

Good luck and I've always enjoyed the posts (been reading them for what seems like 10 years across multiple districts - both you and me).
Drew McAllister said…

I'm interested to hear where you land on this. We're deciding these now and I'm interested in ways to quantify perception as well as resolution times. Recently I've been reading about happiness metrics and agile project management processes They have me wondering about including statements that evaluate the perception of technology and our support services in the biannual surveys sent out to all teachers and staff.

An intriguing post that's pushing my thinking is Don't use happiness metrics, measure team morale

Thanks for opening this conversation! I'll add ours once we land on a first draft.


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