Entrega de Medicamentos

IT has conducted an annual Customer Satisfaction Survey for twelve years. The survey is designed to engage employees in the quality improvement process for IT support. Survey results enable IT to gain an insight on how customers feel about the services offered by the department; to get an in-depth understanding of what services FCPS employees expect from the department; and to identify areas within the department that need improvement as well as those operating at peak performance. IT is proud of its customer service track record and continues to receive high customer satisfaction ratings year after year.

Highlights from the survey are indicated through the following outcomes and graphs.

3.1 Measure: Achieve average ratings of at least 90% in ‘Customer Interaction, Relations, and Resources’.

Outcome: The 2011 survey indicated 96.0% of customers being satisfied or very satisfied, exceeding the goal of 90%.

3.2 Measure: Achieve average ratings of at least 90% in ‘Effectiveness and Efficiency of IT Support’.

Outcome: The 2011 survey indicated 96.3% of customers being satisfied or very satisfied, exceeding the goal of 90%.

3.3 Measure: Achieve average ratings of at least 90% in ‘Technology Availability, Support and Training’.

Outcome: The 2011 survey indicated 94.8% of customers being satisfied or very satisfied, exceeding the goal of 90%.

3.4 Measure: Achieve average ratings at least 90% on IT service request surveys.

Outcome: Following resolution of a RequestIT service request, the customer is notified that their work ticket is closed and given the opportunity to complete a short survey. This metric provides a customer satisfaction rating for completed or closed service requests. FCPS exceeds the industry benchmark of 80% and its aspiration measure of 90%, with scores averaging 97.2%; exceeding the goal of 90%.

16 February 1, 2012  

17 February 1, 2012  

18 February 1, 2012  

February 1, 2012

Initiative Impact

4.1 Computer Access for FCPS Students during and after school

This initiative was comprised of several components.

 BYOD (Bring Your Own Device) Program. In August, 2011 Dr.

Dale wrote to all Principals, “Schools are encouraged to allow students to bring in personally-owned computing devices to support increased student access to online digital instructional resources. It is recommended that student-owned laptops, netbooks and tablets be implemented first, with the inclusion of smartphones at the discretion of the principal.”

The intent is to support increased student access to online digital instructional resources. Information was provided in the IT

Service Catalog to give guidance regarding the use of personally-owned computing devices within FCPS as well as a set of best practices to consider. The following URL is a link to the FCPS School Scene story on BYOD.

http://dl.ebmcdn.net/fcps/mp4/schoolscene/2012/ss09_byod.mp4

 Student Device Checkout implemented November 2011.

Schools were encouraged to implement a student

computer/device checkout program to enable student access to digital instructional resources that otherwise would not have access. Information was provided in the IT Service Catalog to give guidance regarding student device checkout as well as a set of best practices to consider.

 Updated Community Internet Access Maps (http://www.fcps.edu/it/ciamaps)

 Reallocation of School Computer Inventory (old teacher laptops) for student use.

 Supervised Computer Lab/Library/Media Center computer time before and after school.

 Distribution of CD-ROMs of the online textbooks to libraries.

4.2 EDSL Portal & Reports  EDSL 3.0 Portal went into production February 2011.

 SOAR Reports were made available for 30 priority schools in February 2011, made available to all middle and elementary schools in March 2011.

 WIDA-ESOL reports were made available in May 2011.

 FCPS Benchmark Tool was made available in August 2011.

4.3 EDSL eCART Reporting By Demographics

This initiative updated the EDSL eCART functionality to provide student formative assessment data using demographic data. This enabled school leaders to identify achievement gaps and to proactively address the achievement gaps.

4.4 iSIS - Elementary School Pilot completed and ES Deployment in progress

iSIS is an integrated Student Information System for student data that is both secure and web-based. In April 2011, iSIS was deployed to ten elementary schools, who successfully piloted its full

functionality for tracking student demographics, enrollment,

attendance, discipline, health, grades, test results and programs. In

20 February 1, 2012 November and December 2011, iSIS was deployed successfully to an additional 36 schools, for a total of 46 schools (out of 146 elementary schools and centers), and 29,126 students currently tracked in iSIS.

4.5 SEA-STARS Special Education Eligibility Module

In October 2011, functionality to automate the Special Education eligibility process was incorporated into SEA-STARS. The eligibility component provides the capability to document and track students through the special education referral and eligibility evaluation process, and allow district-level staff and school administrators to monitor the process, retrieve historical eligibility data, and generate reports needed by school-level and leadership personnel.

4.6 Library System upgrade This initiative provided an upgrade to the current versions of the library system software modules that provide electronic management and access to FCPS library resources. This upgrade was necessary in order to ensure FCPS remains within a fully supported release of the software.

4.7 FOCUS The FOCUS system, an integrated systems approach for finance, budget, procurement and human resources, will replace the aging, self-contained systems that support finance (FAMIS), budget (BPREP), procurement (iCASPS) and human resources (Lawson) with an integrated enterprise resource planning (ERP) system.

Numerous systems require interfaces with the FOCUS system and all employees will be impacted by the new system with new

automated capabilities and process changes. The finance and procurement systems were implemented in November 2011.

4.8 Identity Manager This initiative provides a solution that allows centralized provisioning for all FCPS staff and students. Benefits include centralized

provisioning, reduced administration, increased security and data accuracy, a reduced number of passwords all in support of state and federal regulations as well as FCPS standards. As of July 2011, all employees and non-FCPS employees assigned a network account are required to the follow the new password policy and accept the automated Acceptable Use Policy (AUP) annually. The 2011-2012 objectives are to implement student account management and authentication, and to update the AUP language and video in support the updated FCPS regulations.

4.9 Application

Virtualization Expansion

This initiative expanded deployment of Application Virtualization (App-V) technology to additional schools. App-V provides a centralized solution which allows for more efficient and effective management and provisioning of instructional and administrative software applications. App-V reduces the time between requests for applications and application provisioning. With App-V, applications can be quickly deployed on-demand, providing students and teachers quicker access to newly requested applications. App-V increases flexibility in scheduling of computer labs and classrooms while reducing both the number and complexity of static software images that are managed by school support staff. Within 2011 there were approximately 50 schools using App-V.

4.10 Microsoft Windows 7 The purpose of this project was to prepare for the migration of FCPS

21 February 1, 2012 Implementation computers to a new version of Windows. The project team evaluated

application compatibility with Windows 7 of any and all instructional and administrative applications and, developed standard

configuration information for deploying Windows 7 in our

environment. By end of 2011, there were over 35,000 computers with the Windows 7 operating system.

4.11 Keep-In-Touch (KIT):

automated callouts for students with low cafeteria balances

This initiative better informs parents via telephone and e-mail on cafeteria balances and reduces the likelihood of insufficient funds. It eliminates the need to communicate low fund balances through the students. It began with just a few schools during the 2009-2010 school year and was expanded to all schools during the 2010-2011 school year. The Food Services office is responsible for sending the messages.

4.12 Teacher Laptop Replacement (High School)

The high school teacher laptop replacement program was completed in December 2011 with distribution of over 5,000 laptops to

instructional staff on teacher contracts at the high school level.

4.13 SmartBoard Replacement

Beginning July thru January, 2011, approximately 2000 new

SmartBoards were installed at 180 FCPS school sites by Telsource Corporation. A flaw was detected at two schools which resulted in the replacement of boards within a certain serial number range.

4.14 McAfee Upgrade This initiative upgraded our centralized antivirus solution, as well as server hardware and client management agents, in order to prevent an at-risk machine from potentially harming other devices on the network. With ePolicy Orchestrator 3.61 (ePO), the management system, reaching the end of support on December 31, 2009, FCPS virus protection was required to be upgraded to maintain our service level agreements with our anti-virus vendor.

4.15 ProLaw This initiative provided FCPS Division Counsel staff members with a robust system for storing and organizing legal documents by case and category. The ProLaw system also links to Westlaw, a legal research system, allowing users to search internally and externally for legal case files and related case information.

This solution has positively impacted the detailed document management process required to manage legal caseload by decreasing manual operations and streamlining office functions.

4.16 Student Fees Athletic Administration Fees charge $100 per sport for 2011-2012 for students on active VHSL sponsored sport rosters. The fee is capped at $200 per student for SY 2011-2012 and students on Federal free and reduced lunch programs have fees waived. As of the end of December 2011 we received payment for 19,839 sports fee invoices valued at $1,986,540. The outstanding fees were $344,260 (15%). In addition, over 14,000 refunds totaling $2.2 million dollars were processed for AP/IB fees.

4.17 SHOR

(Superintendent’s Hearing Office Register)

This system was implemented to provide the Hearings Office a process for discipline hearings and outcomes on behalf of the Superintendent by maintaining records related to expulsion, exclusion, and reassignment recommendations and outcomes.

SHOR provides secure, web-based access to create, manage, and track resolution of cases with interfaces to FCPS student information

22 February 1, 2012 systems and the SEASTARS online IEP management system.

4.18 FCPS 24-7 Learning Upgrade

FCPS 24-7 was migrated to a higher performing Advanced Platform environment. This effort included load testing and performance monitoring to continue the high standard of availability to students, parents and staff. This activity was a required preparatory step for the v9.1 upgrade scheduled for June, 2012.

4.19 Web Redesign Redesigned www.fcps.edu which benefitted curators, information owners, and visitors to the site. The overhaul included a clean folder structure and clear naming convention that will help curators

maintain their pages and retain the new uniformity. Owners of departmental information now have criteria to apply when considering what is web-worthy. Visitors are able to navigate in multiple ways, most of which are intrinsic to the header and therefore accessible from every page.

4.20 FCPS Google Apps for Education (GAE)

FCPS Google Apps for Education (GAE) is an integrated

communication and collaboration solution, hosted by Google and managed by FCPS. GAE provides the ability for FCPS middle and high schools students, faculty and staff to communicate, store files and collaborate on documents, spreadsheets, and presentations in real time from school, work, or home, all within a secure “closed campus” online environment. Over 12,000 GAE accounts have been activated since October 2011.