First Quarter FY 08 Report.

 

1. Efficiency. 1

2. Availability for Science. 1

3. Availability for Business. 2

4. Customer Service. 2

 

Objective: The Laboratory conducts recurring infrastructure operations in an efficient manner.

Maximum Score: 25
Scoring: Above FY07>20%:0, Above FY07>10%:15, Within 1% of FY07:21, Below by > 1%:25

Protocol: Measure telephony cost per service call. This is a mature metric which has been down-trending for several years, but is likely reaching the point where it cannot decline further.  It is representative of the sorts of efforts UC has undertaken to reduce ongoing costs.  It will be measured annually and reported to BSO. 

Performance Updates:

Q1	Current Status: Satisfactory – Within 1% of FY07
	During the first quarter, the cost per service call was 48.91.  In FY07, the cost was 48.55.  This is an increase of .74% (less then 1%).  This is within 1% of the FY07 number.

Objective: The laboratory provides reliable scientific infrastructure by providing a reliable network.

Maximum Score: 25
Scoring: 96-97: 5, 98: 10, 99: 22, 99.9: 23, 99.99: 24, 99.99>: 25

Protocol: LBNL will calculate the network availability averaged over a 12-month period.  This means that local area network connections at LBNL will be operational at this percentage of the time, on average, excluding outages
caused by electrical work or planned maintenance.  Note that LBNL's network management system measures availability at the granularity of the active switch port; as a result, it compensates for variations in port density and port utilization.   This is a mature metric, however, there is normal variation across years as the result of hardware failure and timing not under the control of the University.

Performance Updates:

Q1	Current Status: Excellent
	During the first quarter, the LBNL switching infrastructure achieved a reliability factor of 99.999295. This exceeds the 99.99+ threshold.  In October, the reliability was 100% , followed by 99.998419% in November and 99.999465% in December.

Objective: The Laboratory maintains reliable business systems.

Maximum Score: 25
Scoring: 96-97: 5, 98: 10, 99: 20, 99.9: 23, 99.9+: 25

Protocol: This figure aggregates the overall availability of the Business Systems during normal working hours.  Since these systems directly serve many business functions of the Laboratory, their availability helps to ensure productivity.    Since the data is gathered automatically, it is subject to analysis regarding whether the recorded outage was real or had an impact.

Performance Updates:

Q1	Current Status: Excellent.
	The availability factor as calculated per the protocol, was 99.92574 for the performance period.  This means that business systems infrastructure was highly available to the Laboratory during the performance period.  29 of the component systems achieved 100% availability.  The lowest available system was available 99.2% of the time.

 

Objective: The Laboratory provides high quality customer service via its help desk.

Maximum Score: 25
Scoring: 6: 0, 8.5: 10, 9.0: 15, 9.3: 20, 9.5: 22, > 9.5 25

 

Protocol: This metric tracks the satisfaction of those who respond to surveys of their interactions with the helpdesk. It is a mature metric with substantial data on previous trends.  We believe 9.5 is an appropriate level and are not expending resources to improve it at this time.

 

Performance Updates:

Q1	Current Status: Excellent
	The overall helpdesk satisfaction rating for the performance period was 9.86 on a 10 point scale.  This number is aggregated from 425 responses from the Laboratory community.