Acquisitions: Key Performance Indicators€¦ · Acquisitions: Key Performance Indicators Posted by: Kim Bowlin, Acquisition Team Leader April 5, 2018 Technology Acquisition Team

Acquisitions: Key Performance Indicators

Posted by: Kim Bowlin, Acquisition Team Leader April 5, 2018

Technology Acquisition Team

Achieve 100% compliance of all district software licenses.

Progress:

1. Michelle Campos has been investigating products

that will allow CFISD to maintain compliance through

a software management platform. On April 4,

Michelle attended Ivanti training at the Berry Center.

She is working on obtaining pricing for the software

compliance piece. Pictured Michelle Campos.

Currently

Complete

Currently

Outstanding

75% 25%




Online purchasing available on the Technology Services website and two training courses about how to

purchase technology will be available for customers.Progress:

1. Online Purchasing is available on the Technology Services web site.

Current vendors are Prime Systems, CDW-G and NWN. Additionally, the

team has began discussions with Staples. Staples is currently providing office

supplies for the district and Technology Acquisitions is working with them to

add our standard product catalog to their site. Additional announcements will

be forthcoming soon. Carla Kennedy (pictured left) has scheduled three

trainings for our customers: Monday, April 23; Tuesday, April 24; Friday, April

27. Samara Rivera-Rangel and Michelle Campos are recording Punch-Out

training videos and videos to assist with delivery notifications.

Currently

Complete

Currently

Outstanding

75% 25%

Acquisitions: Cross Training



.RFPs: Building a Legacy

The modern definition for an organizational legacy can be stated as follows:

Legacy is the valuable contribution of enhanced thinking and capacity for

learning that an individual transfers to others, so that it is available into the

organization’s future. Building legacy and living it is learning in action, and it

occurs at all levels of the hierarchy. It is meaning culled from reflection and

from interaction with others, and it becomes endemic if not made intentional.

Kim Bowlin (pictured lower left both pictures) has been working with

Ashley Katzenberger (lower right) to develop a Printer Maintenance RFP.

This will be Ashley’s first RFP. The team should have the document over to

Purchasing very soon.

Acquisitions: Sharpening the Saw



.Department of Education: Procurement Training

Even though the 2017-2018 year is coming to a close, the Acquisition team is

continuing to train and improve our skill sets. Kim Bowlin (pictured right)

completed the U.S. Department of Education’s Procurement Training this

week.

It is important for us to continue to develop and refine our skills for the

following reasons:

1. Higher Employee Motivation & Engagement: Training allows employees

to greater understand the impact their role has on the organization. A

department that invests in training shows their employees that they care about

continual development and progress. In turn this makes employees more

engaged in the company and therefore more motivated. Employees then

become more efficient and better equipped to deal effectively with customers.

2. Improved Customer Service Skills: Through training, employees improve

their skills and/or acquire new ones.

3. Increased Customer Satisfaction: Improving the quality of your

employees through training leads to an increase in customer satisfaction,

retention and loyalty.

4. Rise is Customer Results or Profit: Training has a great impact on

employee motivation and morale, which leads to increased productivity. Our

formula is improved customer service + increased customer satisfaction +

increased customer loyalty = an increase in results or profit.




Achieve excellent customer satisfaction levels of at least 90% as measured by customer and vendor surveys.

Measurement and Analysis:

1. Improvements will need to be made to technology delivery notification process to meet the goal of 90%.

The team notification process currently has a satisfaction rating of 88%. Additionally, improvements will need

to be made in the area of customer experiences. The team currently has a satisfaction rating of 88%.

2. The Acquisition team exceeded the customer’s satisfaction for professionalism, politeness, knowledge of

the procurement process and overall team rating.

88%

94%

100%

88%

93%

70%

75%

80%

85%

90%

95%

100%

Do you feel thetechnology delivery

notification letterprovides adequateinformation for asmooth delivery

process?

When communicatingwith the Technology

Acquisition Team, staffmembers are

professional and polite.

The team membersdisplay knowledge of

the procurementprocess.

Overall, I am satisfiedwith my experience with

the TechnologyAcquisition team.

Overall Team Rating

2018 Internal Customer Survey




Achieve excellent customer satisfaction levels of at least 90% as measured by customer and vendor surveys.

Measurement and Analysis:

1. The Acquisition team exceeded our target goals for vendor customer satisfaction. The Acquisition staff

exceeded customer satisfaction for vendors in the areas of high ethical standards, processing payments in a

timely manner, resolving billing issues fairly and satisfactorily, professionalism and politeness, knowledge of

the procurement process and overall experience.

100% 100% 100% 100% 100% 100%

70%

75%

80%

85%

90%

95%

100%

Technology AcquisitionStaff demonstrate high

ethical standards.

CFISD processespayments in a timely

manner.

Billing issues are fairly andsatisfactorily resolved

When communicating withthe Technology

Acquisitions Team, staffmembers are professional

and polite.

The team membersdisplay knowledge of the

procurement process.

Overall, I was satisfiedwith my experience with

the TechnologyAcquisition team.

2018 Results from Vendor Customer Satisfaction Surveys

Posted by

Assets Team

: Cassandra Slade, Assets Team Member April 6, 2018

Assets Team

Overcoming Obstacles

Thursday, March 29, The assets team

(Geoff Brown, Cassandra Slade, and

David Rodriguez) set off to begin the

tedious task of auditing technology surplus

and condemned items at Falcon Annex.

Though there were many difficulties to

overcome, the team prevailed scanning

over 2000 items and finished the audit right

on schedule.

Geoffrey Brown

balancing on the ladder to

reach monitors that need

to be scanned.

David Rodriguez

crawling on the floor to

scan equipment tucked

away.

Technology Service Center

Technician Providing Service

Sustainability Team

Posted by: Demetria Hargrove, Service Center Technician April 6, 2018

On April 3rd, Demetria Hargrove spent the day at

Post Elementary. Demetria swapped out old

monitors for updated ones, swapped out teaching

tools for Lenovo Tinys, and updated the library office

machines. While at Post Demetria also worked on

Isupport tickets, completed a weekly PAR Report,

and assisted the teachers who had questions about

Lightspeed Equipment and Promethean Boards.


Thank You Prime!

Sustainability Team

Posted by: Chris Roberts, Service Center Technician April 4, 2018

Chris Roberts of the Technology Service Center would like to give a shout

out to Prime Systems. Three months ago an issue began where a

teacher’s laptop was shutting off every time she tried to type in any kind of

document. Chris Roberts went to the teacher, tested the machine, and it

would not fail. After having her use the machine, it shut off again. He

reimaged the laptop, and it continued to shut down when she typed in a

document.

As the teacher got more frustrated, and Chris continued to troubleshoot

with no solution, he sent it to Prime for warranty. It was picked up and

returned with no changes because they could not get it to fail either. After

being sent back to warranty several times with no solution found, Prime

sent a team of five technicians out to look at the mysterious problem.

The technicians tested the machine, and it would not fail for them. They

had the teacher sit down and test it again, and it shut off. Chris does not

know which technician from Prime noticed that the teacher had an Apple

watch on, but kudos to them! The problem the whole time was that the

magnetic band on the Apple watch was causing the laptop to think the

screen was being closed, which was in turn shutting down the laptop.

The solution has been found, and the teacher is thrilled!


Technician Prepares for STAAR

Sustainability Team

Posted by: Julia Gibson, Service Center Technician April 4, 2018

Julia Gibson went to Copeland,

Lowery, Horne, Holmsley, &

Walker and spoke with their

testing coordinator regarding the

upcoming online STAAR testing.

She then located the machines

the campus was planning on using

and updated their Chromebooks to

the correct version and launched

the STAAR test to verify

everything is working and ready to

go for testing on April 10th & 11th.


Technician Finding Solutions

Campus Technician Support Team

Posted by: Martin Donald, Service Center Technician April 5, 2018

Martin Donald is pictured above preparing Lenovo M73E desktop computers, to be deliver to Hamilton middle

school, Bleyl middle school, and Cy Woods high school. These desktop computers will be used to replace some

of the older desktop computer that are still being used in the District. Thank you Martin for finding a solution.


Technician Making Repairs

Campus Technician Support Team

Posted by: Tara Maxwell, Service Center Technician April 5, 2018

Pictured below is Tara Maxwell one of our Service Center technicians, working on projectors that

were returned to the Service Center as excess. Tara is checking projectors to ensure they are in

good working condition. If they are not and can not be repaired then Tara will condemning them.


Technician Finds Surprise

Sustainability Team

Posted by: Robert Hernandez- TSC April 5, 2018

Some times the Technology Service Center receives

iSupport request for equipment that have surprises. This

request indicated that the sound did not work. Upon

inspection, Robert Hernandez one of the Service Center

technicians, found a broken audio prong in the Chromebook.

Robert had to dismantle the Chromebook to remove the

audio prong piece as it was wedged in very tight. Picture to

the right is what Robert removed from the Chromebook. He

tested the audio and insured that it was working before he

returned the Chromebook back to the classroom.

Acquisition Team

Discuss RFPs

Acquisition Team

Posted by: Jay Johnson, Director, Technology Support Services April 3, 2018

On Tuesday, Michelle Campos, Kim Bowlin, and Jay Johnson met to discuss the current RFPs

that Kim and Michelle are working on. Michelle is working with the DII team on a RFP for software

to protect the District computers. Kim is working with the ISA team to provide maintenance for the

Lexmark printers that are used for testing.

Sustainability Team

Discuss Technicians Performance

Sustainability Team


On Tuesday, Frank Adian, Doug Baker, and Jay Johnson met to analyze and review the technician

data information that Jennifer Miller provided. This information will be used to provide feed back to the

technicians for their annual reviews. This information is a valuable tool for the team to use to improve

the service performance of the technicians and the Service Center.

Reflections & Quotes

Acquisition, Assets, and Sustainability

Acquisition, Assets, and Sustainability Team


This week when the Service Center team met to discuss

their workload for this week, the team started reviewing

and analyzing the Service Center technician data

information. As the team started with this discussion it

made me reflect on what a great source this information

is to provide feedback to the technician. This data can

help the technician provide better service for their

customers and for the Service Center to provide better

service to the District. – Jay Johnson

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Acquisitions: Key Performance Indicators€¦ · Acquisitions: Key Performance Indicators Posted by: Kim Bowlin, Acquisition Team Leader April 5, 2018 Technology Acquisition Team