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FCW : April 15, 2015
DrillDown April 15, 2015 FCW.COM 25 Metrics, analytics and dashboards are all the rage today. CIOs across the public sector are feverishly working to build dashboards that embed pre- dictive analytics and track important organizational metrics, known as key performance indicators. And there is growing evidence that real-time data and predictive information are enabling managers to make evidence- based decisions. While that is all good, we have uncovered a critical issue: CIOs strug- gle to build metrics that truly reflect the performance of their own unit — the IT department. Most CIOs are comfortable cap- turing metrics on the technical infra- structure they manage, including the amount of uptime (or downtime) of servers and applications, the number of help-desk tickets resolved and the time it takes to resolve tickets. Those metrics are easily captured because of the automated nature by which they are reported and embedded in exist- ing business processes. Yet those metrics provide little value to stakeholders. Internal and external stakeholders expect IT sys- tems to be reliable, secure and opera- tional. Metrics on operations are only important when an agency has suf- fered a significant setback (i.e., sys- tems being down or compromised) because they show that the event was an aberration. In most situations, those metrics do little to change the perception of the IT unit being akin to janitorial services or the department that orders chairs for the office. In the past few months, we have interviewed more than two-dozen CIOs who work in public agencies at all three levels of government — BY KEVIN C. DESOUZA AND ALISON SUTHERLAND IT departments can illustrate their value by customizing metrics to specific projects and linking their performance to the agency’s mission 5 steps to truly client-centric metrics Our interviews have pointed us to an intriguing finding: Innovative CIOs are moving beyond a reliance on technical metrics and designing client-centric metrics. 0415fcw_025-027.indd 25 3/25/15 12:06 PM
March 30, 2015
April 30, 2015