Reflecting on Progress
A Report
Office of the Senior Vice President 
for Health Sciences 
Frank B. Cerra, Sr. Vice President
October 19, 2000

Academic Health Center Administrative Information Systems
Service Outcomes

Services Provided
Service Recipient(s)
Measurement of Effectiveness
Measurement
Methods
Freq. of Collection
Planned Use of Data
Desktop Support / Computer Help Line Supporting 900+ desktops across the AHC & additional 500+ desktops at College of Vet. Med,("CVM"). Number of help calls received from each supported area. Timely, expert assistance. Customer feedback from our quarterly billing statements  Every three months Determine staffing and workload levels.

Evaluate response time and prioritization of user requests.
Administration of AHC Servers  All AHC colleges with additional services to the Medical School and CVM Percentage of "up time" for each server & number of users on the machines Tracking and logging all server problems and maintenance Ongoing Adjust preventative maintenance schedule for servers, forecast needs for hardware upgrades
Business Analysis / System Design  All AHC colleges with additional services to Medical School, Sr. VP offices Ability to define requirements that meet the business needs Amount of time needed to capture requirements; accuracy of requirements Ongoing Refine development methodologies processes, (i.e. traditional process vs. prototyping)
Programming / Application Development All AHC colleges with additional services to Medical School, Sr. VP offices Ability to deliver applications on time and within budget Number of programming changes required post-implementation Tracked per application Improvement of programming techniques, and testing methodologies
Coordination Between AHC and University Enterprise Initiatives All AHC colleges Perceived user satisfaction and number of problems encountered during People Soft implementation and maintenance Feedback from user community Ongoing Changing communication methods with Central University depts.

Increasing or adjusting services provided to the AHC community
Fairview Systems Security Management AHC physicians & staff, UMP, and Fairview Health Systems Feedback and perceived user satisfaction  Number of trouble calls from the user community Ongoing Working with Fairview I.S. staff to improve security processes
Manage College of Vet. Medicine I.S. staff College of Veterinary Medicine Feedback and perceived user satisfaction Feedback from staff and faculty regarding services Ongoing Modifying IS staffing levels and adjusting range of services provided.