Information Technology Division€¦ · Quarterly Report on Key IT Projects as of September 30, 2015 InformationInformation TechnologyTechnology Division AsAs ofof SeptemberSeptember

Information Technology Division As of September 30, 2015

Information Technology Division Quarterly Report as of September 30, 2015

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Information Technology DivisionQuarterly Report on IT Operations as of September 30, 2015

Information Technology Division As of September 30, 2015 Information Technology Division As of September 30, 2015

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Date Duration System Details

8/26/15 45 min Welligent Disruption in application access due to unresponsive database server

9/25/15 30 min MiSiS Degraded performance caused by database server issue

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Information Technology DivisionQuarterly Report on Key IT Projects as of September 30, 2015


Project Description Scope Schedule Budget UpdatesMiSiS1 Integration of K‐12 student information systems

onto a unified platform 1,303 system updates have been deployed across 13 weekly releases since July 2015

10 feature sketches have been completed and 4 are in progress School Network Upgrade Projects2

Upgrade of school networks

132 of 155 school modernization projects identified in 2014‐2015 Strategic Execution Plan have been tested and accepted

IT Assessment Surveys2

Survey conditions of school telephone, public address, intercommunication systems, and networks, some of which are 13 to 15+ years old

426 of 749 assessment surveys have been completed

Disaster Recovery and Business Continuity2

Ensures the District’s ability to recover after a disaster

Modernization of Beaudry Primary Data Center is 85% complete Procured POD network equipment to allow communication between Beaudry Primary Data Center and Van Nuys Secondary Data Center

Site construction is scheduled to start in Oct 2015 Core Network Modernization2

Modernizes equipment/software that facilitates school access to the internet and business applications.

90,820 email accounts have been migrated to Microsoft Office 365 All students now have single sign‐on/email accounts Performance monitoring and management implementation is 70% complete

Identity Management System vendor will continue to completion; ITD is procuring quotes from a vendor to act in an oversight capacity and to validate the Identify Management System vendor’s work

Radio Systems Modernization2

Ensures District first responders can communicate in an emergency

Final phase of negotiations with Sprint Design and architecture of the Radio system is 80% complete

BASE (SAP) SAP – Fiscal year 2015 Closing

Completed on schedule This was the second fiscal year closing in SAP

SAP – Enhancements to the Workers Compensation inbound interface from Sedgwick

Completed

SAP – Salary Increase for UTLA and other bargaining units as well as the “me too” clause following the UTLA settlement

Involved PC, HR, Payroll, BASE teams Last remaining item is the 2% increase in January 2016 On schedule to import changes in Production in December

On Schedule Delayed/Incomplete but corrective action was taken Delayed/Incomplete and needs immediate attention Not Yet Started

1 Please refer to attached MiSiS At‐a‐Glance Report for detailed updates 2 Please refer to attached September 2015 BOC Presentation for detailed updates

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Information Technology DivisionQuarterly Report on Key IT Projects as of September 30, 2015


Project Description Scope Schedule Budget UpdatesBASE (SAP) SAP Annual SAP Support Pack Upgrade: Recurring

annual activity to update the system with the latest taxes and IRS form changes, latest software bugs fixes and changes to the system

On schedule to be completed on December 6, 2015

SAP – Budget Transparency Report: Board Resolution to present the District’s budget in a manner that is understandable to the public

The scope and requirements for this report continues to increase This has been escalated to the Controller

SAP – Logistic Management System Project: Implementation of barcoding functionality at the Pico Warehouse to streamline many packing and shipping processes

Just completed the blueprinting phase Funding is provided by Procurement Division

SAP – Oracle Database Upgrade

Production BTS Portal and PI/XI environment scheduled to be upgraded on October 23‐25

Upgrade completed for lower environments SAP – HR eforms

Regular meetings with HR on automating forms Still in the requirements stage Will explore short and long term solutions

SAP – Payroll Process Reengineering

Payroll is issuing a task order for consulting services to assist with analyzing and streamlining their end‐to‐end payroll processes

Funding to be provided by Payroll Services SAP – HANA BOBJ Project

Developing total cost of project and on‐going maintenance for

review and evaluation

Citrix Redesign

Developed action plan Working with Citrix team to address Citrix vulnerability issue

Comprehensive IT Study

Multi‐year study to assess the District’s technology needs and identify changes the District must make in order to meet these needs

Developing an RFI to collect details such as study approach, timeline, qualifications, and final deliverables from firms who have conducted similar IT studies at organizations of comparable size and complexity

ITD will request BOC and Board approval of funding for study On Schedule Delayed/Incomplete but corrective action was taken Delayed/Incomplete and needs immediate attention Not Yet Started

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Information Technology Division Quarterly Report on 2015-2016 Goals as of September 30, 2015

The following pages provide an update on ITD’s progress towards achieving our 2015-2016 goals. Goal #1: Meet the student information needs of schools and offices by providing a functional student information system (MiSiS) -- See attached MiSiS At-a-Glance Report -- Goal #2: Extend ITD’s service delivery model to provide excellent IT support to schools and offices Key Activities 2015-2016

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Create 6 IT liaison positions and assign one to each local district Actual

Planned

Survey local district leadership, principals, and other District employees about ITD’s customer service and what we can do to improve

Actual

Planned

Clear backlog of all tickets that were opened before July 1, 2015 Actual

Planned

Implement new service management tool (BMC Remedy) to replace end-of-life Peregrine software

Actual

Planned

Complete monthly proactive IT maintenance visits at every school Actual

Planned

Establish an ongoing customer satisfaction survey feedback loop to collect input on the quality of our service and how we can improve

Actual

Planned

Collect and analyze data to adequately staff IT customer support and progressively establish better and better service levels

Actual

Planned

Completed On Schedule Delayed/Incomplete, corrective action was taken Delayed/Incomplete, needs immediate attention Original Plan

Measures of Success Goal Jul 2015 Aug 2015 Sep 2015 Backlog of IT support incidents opened before July 1, 2015 0 4,961 2,709 2,170 First Contact Resolution Rate (% of IT support questions that are resolved immediately when the user reports it via phone or chat)

Month over Month Increase 64.3% 61.4% 58.0%

Average time to resolve IT support incidents opened since July 1, 2015

Month over Month Decrease 3.4 days 5.1 days 8.5 days

Average wait time for phone support Month over Month Decrease 2 min 43 sec 2 min 38 sec 0 min 56 sec

% of abandoned calls Month over Month Decrease 15.5% 15.5% 6.7%

At least one proactive IT visit to every school each month 784 63 281 103

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Goal #2 (continued) Key Accomplishments Obstacles • IT Customer Support completed 430 technology readiness

school visits and 100 MiSiS support school visits. • 6 IT Liaisons were hired and assigned to each Local District

starting August 1. The IT Liaisons completed 110 school visits during August and 50 school visits during September.

• Training for the new BMC Remedy tool is in progress. This tool will allow employees to create online IT support tickets through an updated interface that is user-friendly, organized and more efficient.

• Backlog of IT Incidents and Time to Resolve IT Incidents: Due to a carryover of over 7,500 IT incidents opened before July 1, 2015, IT Customer Support was not able to keep up with the volume of new incidents, resulting in month over month increases in incident resolution time. To address this problem, ITD has issued a contract to bring in additional technicians who will focus solely on resolving and closing backlog incidents; these additional technicians have been delayed in starting due to the background check process.

• First Contact Resolution Rate: ITD is contracting with an external call center to answer all MiSiS help desk calls within one minute. However, these agents are not well trained in MiSiS and are only able to answer a small percentage of callers’ questions. For all others, they open an incident and the employee receives a callback from a MiSiS team member. To address this, the MiSiS team is analyzing the most frequently asked questions in order to provide training and knowledge articles to the external call center staff.

• Proactive IT Maintenance Visits: The initial technology readiness visits at schools are lengthy due to the scope of the visit (checking every computer, resolving as many open tickets as possible, etc.). ITD anticipates that subsequent visits will take less time. In addition, these numbers should improve after ITD reorganizes IT Customer Support and consolidates the field technicians and microcomputer support assistants into a single group.

Goal #3: Actively collaborate with offices, schools, and stakeholders to align ITD’s work to the District’s strategic initiatives Key Activities 2015-2016


Send a survey to school site staff to collect input about how ITD can best support teaching and learning

Actual

Planned

Meet with each Local District’s leadership team monthly to discuss technology initiatives

Actual

Planned

Meet with Instruction, Facilities, and Educational Services monthly to discuss technology initiatives

Actual

Planned

Collaborate with Los Angeles government entities to share best practices and leverage resources

Actual

Planned

Restructure the District’s Enterprise Governance model for better identification and prioritization of District initiatives

Actual

Planned


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Goal #3 (continued) Key Activities 2015-2016

Work with Budget Services to integrate the identification of proposed technology-related strategic initiatives into each LAUSD office’s and Local District’s annual budgeting process

Actual

Planned

Review LAUSD offices’ and Local Districts’ proposed strategic initiatives to determine and discuss what support they will need from ITD

Actual

Planned

Hold monthly Technology Advisory Committee meetings to share information and get input from labor partners, principals, teachers, students, and parents

Actual

Planned


Measures of Success Goal Jul 2015 Aug 2015 Sep 2015 At least 50% of schools complete the ITD survey 50% Not Yet Started Not Yet Started Not Yet Started Completion of monthly meetings between ITD and Local District Leadership 100% Not Yet Started Not Yet Started 50%

Completion of monthly meetings between ITD and Instruction, Facilities, and Educational Services 100% 67% 67% 67%

Completion of monthly District Technology Advisory Committee meetings 100% Not Yet Started Not Yet Started Not Yet Started

ITD review of every Division’s proposed initiatives for 2016-2017 100% Not Yet Started Not Yet Started Not Yet Started Key Accomplishments Obstacles • Met with East, Northwest, and South LDs to discuss

technology support and brief superintendents on proposed Gradebook/LMS pilot

• Met weekly with Division of Instruction • Met monthly with Facilities Services Division • Attended Megan Reilly’s Principals’ Meeting to share

information about ITD’s work • Met with Megan Reilly to discuss idea of integrating

identification of proposed initiatives into the annual budgeting process

• Scheduled meetings with LD leadership teams for September and October

• Developed an Enterprise Governance proposal to be presented to the Superintendent in October

• Monthly meetings with Local District leadership: ITD is scheduled to meet with Central, Northeast, and West LDs in early October

• Monthly meetings with Educational Services: ITD has met with Educational Services as needed based on specific topics such as the Parent PASSport, but still needs to schedule standing monthly meetings

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Goal #4: Strengthen ITD to support the District’s modern technology needs Key Activities 2015-2016


Restructure ITD to better meet the District’s technology needs for 21st century teaching and learning and focus on ITD’s core competencies

Actual

Planned

Transition Infrastructure Project Management team to Facilities Services Division

Actual

Planned

Conduct an RFP to hire an outside firm to complete a multi-year Comprehensive IT Study as recommended by the Bond Oversight Committee and approved by the Board of Education

Actual

Planned

Work with selected firm to start Phase 1 of the Comprehensive IT Study Actual

Planned

Review the outcomes of ITD’s last strategic plan, developed in 2012, with the Superintendent

Actual

Planned

Develop and present a report on outcomes from ITD’s last strategic plan that was developed in 2012 to the Superintendent, Board of Education, Bond Oversight Committee, and the public

Actual

Planned

Develop an updated strategic plan, long term organizational plan, and strategic budget aligned to the District’s technology needs for the next 5 years with input from internal staff, District stakeholders, and the firm hired to complete the Comprehensive IT Study

Actual

Planned

Develop a 2015-2016 professional development plan for ITD employees Actual

Planned

Provide professional development and training to ITD employees to improve their certifications and skillsets

Actual

Planned

Work with Personnel Commission to develop and implement a proactive recruitment strategy to attract skilled IT professionals

Actual

Planned

Work with an outside firm to complete a salary and classification study of ITD positions

Actual

Planned

Present findings from salary and classification study to the Superintendent, Board of Education, Human Resources, and Personnel Commission with proposed changes

Actual

Planned

Work with Personnel Commission to align ITD’s job classifications with clear paths for employee advancement

Actual

Planned


Measures of Success Goal Jul 2015 Aug 2015 Sep 2015 Progress on Strategic Plan development Complete by

June 2016 Not Yet Started Not Yet Started Not Yet Started

Progress on Comprehensive IT Study Firm Selected by April 2016

Developing Approach

Developing Approach

Developing Approach

At least one targeted professional development training session provided each month beginning November 2015 1 per month Not Yet Started Not Yet Started Not Yet Started

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Goal #4 (continued) Key Accomplishments Obstacles • Completed analysis of ITD’s current structure and

organizational charts. Finalizing proposed reorganization proposal to present to Superintendent Cortines in October.

• Met with Chief Facilities Executive to plan transition of Infrastructure Project Management team to Facilities Services Division.

• Met with Personnel Commission to start developing Chief Technology Officer and Product Manager positions.

• Developed a draft timeline and approach for Comprehensive IT Study.

• Met with Personnel Commission multiple times to develop recruitment strategy and plan an ITD job fair.

• Met with Labor Relations to plan a Supervisor Training session for all ITD supervisors.

• Began interviewing potential firms for salary and classification study.

• None at this time

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My Integrated Student Information System MiSiS Program At-a-Glance

ITD - MiSiS 1 As of September 30, 2015 (unless otherwise noted)

The following information provides an overview of the progress of the MiSiS initiative for the 2015-16 school year.

Goal #1: Stable Environment

a) Stabilize the overall MiSiS environment to prevent or minimize the occurrence of unexpected outages

MiSiS System Uptime - for three months ending 9/30/2015: 99.9%*

*MiSiS Uptime is defined as system availability from Monday – Friday from 7 AM to 5 PM.

b) Resolve performance issues to provide better response times for existing users

Key updates are communicated in the Release Notes after every release. Release Notes are distributed both via email to targeted users groups (by role/functional area) and are also posted on the MiSiS website.

Goal #2: Core Functionality - Facilitate and support school events and major milestones

The start of the 2015-16 school year was a success, with very few system issues and minimal impact to functionality. The smooth start was a testament to what increased preparation by and coordination of resources with local district offices, central office, and the MiSiS team can accomplish working together.

Below is a summary of updates to MiSiS with software fixes/enhancements for the July through September period (data on releases and key fixes/enhancements), as well as a summary of progress on sketch sessions:

MiSiS Release Summary July – Sept. 2015

July August September 3-Month Total

Number of Releases (weekly cycle) 4 4 5 13

Number of fixes in Releases 401 338 564 1,303

Off-Cycle Releases 2 6 6 14

Number of Items in Off-Cycle Releases

2 119 6 127

MiSiS Key Functional Enhancements Released July through Sept. 2015

Functional Area Key Enhancement/Feature

Attendance ‒ Updates to reports for attendance and unresolved absence histories ‒ Enhanced screens allow user to see student’s prior year attendance data

Athletic Eligibility ‒ Enhancements to Grade Summary Report ‒ Updates to GPA eligibility for first time 9th graders

Enrollment ‒ Auto-withdrawal enhancements ‒ Improved regular withdrawal functionality ‒ Enhanced No-Show student process/screen and No-Show report

English Learner ‒ Improved reclassification process ‒ The Master Plan Roster displays active unexpired information for all students and the

reclassification date for RFEP students ‒ The EL Progress Profile report shows progress towards meeting reclassification criteria. ‒ An effective date parameter was added to the Master Plan Roster ‒ A CELDT Test Discrepancy report was created

Graduation Standards

‒ The Graduation Eligibility Status for 2016 & Beyond Report is available and is listed in the Reports menu

‒ The IGP Report is now available for classes of 2016-2018 and is listed in the Reports menu

Master Scheduling ‒ Updates to section enrollment for active students ‒ Bug fixes/addition of new Scheduling reports (e.g., Repeating Courses report) ‒ Bug fixes for Walk-In Scheduler and Sections Editor functionality

State Reports ‒ New reports for continuation schools are available

Student Support ‒ Updates/additions to screens (e.g., select suspension period)

Transcripts ‒ Optimized screens allow more than one class at a time, up to 10 classes per specific year/term

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Sketch Sessions (as of 10/8/15) Completed In Progress Paused

Number of Sessions 11 2 2

Delivered In Final Draft

In Early Draft

Feature Acceptance Reports (FARs) 2 3 6

Goal #3: Satisfied Users - Provide focused training and support for users

Help Desk Calls – Average Wait Time July August September

52 seconds 44 seconds 16 seconds

Help Desk

Training

0

4,000

8,000

12,000

16,000

July August September 3-Month Total

MiSiS Help Desk MetricsQ3 2015

Call Volume Tickets Opened Tickets Closed

0 300 600 900

Number of Schools that CompletedTraining

Number of People Trained

Number of Training Sessions Offered

Number of Training Sessions Offered - NextMonth

653

810

101

34

MiSiS Training Q3 2015

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Goal #4: Address Technical Debt

The MiSiS team has evaluated the quality of the code using an automated tool. Code improvements are being planned and implemented accordingly.

A thorough technical design is in process to improve system security, user experience and personalization.

Goal #5: Develop a Strategy for Key Initiatives

a) Gradebook: An approach to integrate MiSiS with Schoology’s Learning Management System (LMS) has been developed. ITD is in the process of signing a contract with the vendor. Integrating, piloting, staffing, and testing the LMS will be a 2-year process. The estimated implementation timeline for the new Gradebook is the 2017-2018 school year.

b) Charter Schools: A five day sketch was completed with charter school representatives to explore technical differences between charter student information systems and MiSiS. During the Sketch, charter partners attending represented 90 % of the student information systems used by charters. Microsoft is in process of completing a gap analysis between the charter schools’ student information systems and MiSiS.

The MiSiS team is developing a white paper that evaluates charter school options and use of the MiSiS system. The goal is to select an option that minimizes disruption to charter schools, while satisfying the requirements of the MCD. Pending cost estimates, the completion of the white paper is imminent.

c) Data Quality: A software application that identifies student data errors in MiSiS is being evaluated. This tool creates automatic scorecard alerts that are sent daily to users via email. Sixteen schools were invited to participate in a pilot in October to get feedback, monitor results, and determine if the District should proceed with a District-wide rollout.

d) Parent Portal: This one-stop online system securely connects parents to student information like attendance and grades. A launch of the project began with about 10 schools in mid-September; about 800 parents have registered.

e) Ad hoc Reporting: The scope is to provide powerful, flexible, and easy to use reporting tools to MiSiS users. Users would be able to extract data and produce reports without ITD’s assistance and on their own timeline.

f) Sustainability: We are evaluating alternative approaches to ensure adequate support by LAUSD to sustain, evolve and maintain the program.

Goal #6: Strong Program Management

a) Budget to Actual

MiSiS Budget to Actual – For the 7/1 - 10/5/2015 Period

Major Budget Categories Budgeted Expended to

date Encumbered*

LAUSD Personnel $14,300,000 $1,975,076 $12,972,046

Microsoft Contract $41,000,000 $3,891,427 $37,097,205

Contractors $8,900,000 $467,240 $6,084,074

MiSiS Projects and Support $12,300,000 $48,158 $160,388

Contingency $3,100,000 -

Total $79,600,000 $6,381,901 $56,313,712

*Not all funds have been encumbered for the remainder of FY 2015-16.

b) Accurate Status Reporting

Steering Committee: we have held seven monthly meetings with the steering committee since March. The steering committee receives progress reports, addresses escalated issues and policy/operational changes,

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and provides support for MiSiS’ goals as needed. The invitees are executives with decision-making authority from each of the instructional and business areas directly impacted by MiSiS, such as OCISS, the Charter Schools Division, the Office of Educational Services, the Office of the Independent Monitor, and the Parent’s Council Representative.

Advisory Committee: we have held six monthly meetings with the advisory committee since April. The advisory committee meets to discuss progress, challenges, and the organizational impact of MiSiS; the committee also formulates recommendations for executive decisions. The invitees are direct reports of the steering committee members who are actively involved with MiSiS and able to provide subject matter expertise.

Third Party Oversight: we engaged Grant Thornton to provide independent validation and verification (IV&V) of the MiSiS initiative. The IV&V has daily interaction with the project team, has visibility of the MiSiS project management and system development processes, and access to current and historical documentation to be able to gauge and report on the health of MiSiS.

The Viramontes Group: we continue to have Mr. Arnold Viramontes providing advice and support to the MiSiS leadership team.

Risk & Issue Management: a periodic meeting with the project team and project leadership is held to:

o identify and document new global risks/issues;

o discuss and document actions taken to mitigate and resolve existing risks/issues; and

o escalate any risks/issues whose timeline will not be met, or whose mitigation plan may not be addressed in a timeline manner to senior leadership.

Increased Resources: we are leveraging an increased number of staff in the project to allow us to meet the scope and timeline commitments of the MiSiS program.

Documents

Information Technology Division€¦ · Quarterly Report on Key IT Projects as of September 30, 2015 InformationInformation TechnologyTechnology Division AsAs ofof SeptemberSeptember