Information Technology

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technology
technology

The Strategic and Operational KPIs for the Information Technology department are
showing a strong alignment towards the Strategic Objectives (SO #4 and SO #5).
The 2017 Strategic Plan for Information Technology includes a high number of KPIs
aiming at the completion of technology projects and at improving current operations performance
and customer satisfaction. Targets are generally clearly defined and metrics are
specific enough. However, some metrics and timelines are missing.
There are no individual SMART objectives available; it is therefore impossible to review
the likelihood of proper achievement of the Strategic Objective(s).

Campus Services

Overall, the Strategic and Operational KPIs for the Campus Services department are
showing a fairly good alignment towards the Strategic Objectives (SO #4).
The definitions and measurements are generic and could be more specific, by type and
quality of service. Metrics are expressed in percentages with a reference to customer satisfaction
ratios. However, this is no reference to any existing customer satisfaction survey
program.
There are no individual SMART objectives available; it is therefore impossible to review
the likelihood of proper achievement of the Strategic Objective(s).

Campus Physical Development

Overall the Strategic and Operational KPIs for the Campus Physical Development department
shows a fairly good alignment towards the Strategic Objectives (SO #4).
The definitions and measurement are generic and should be more specific. Metrics are
expressed in percentages with no clear indication of the specific reference to be used to
measure achievement.
OKPIs are of a quantitative nature, and there is no reference to qualitative elements or
specific benchmarks (such as customer satisfaction or external regulations compliance).
There are no individual SMART objectives available; it is therefore impossible to review
the likelihood of proper achievement of the Strategic Objective(s).

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