KPI / METRIC

User Adoption

CATEGORY
Program

TYPE
Value

DESCRIPTION
What is the rate of adoption across the potential client user base? How many new users have been added during the reporting period? How many business applications in production are using the various ECM solutions and packages that the ECM program offers? How many concurrent ECM shared services-based applications can be in configuration/development simultaneously?

DATA SOURCE
Directly from system logs in your ECM systems

Solution Usage

Program

Performance, Value

Program management documentation and history

Delivery Capacity

Program

Performance

Program management/ project management tools

Demand Pipeline/Project Demand Average Implementation Time by Solution Type DevelopmenttoConfiguration Ratio

Program

Performance

How many project requests that meet funding, fit, and related criteria are in queue to be completed? What is the average time to deploy business applications using the various ECM solutions and packages that the ECM program offers? What is the variance from the standard timeline expectations established with customers? For ECM projects underway or completed during the period, what percentage of time was spent on configuration tasks vs. development tasks? What is the total cost per seat and the specific cost by cost component for ECM Shared Services enabled applications? Specific cost areas include licenses, hardware, storage, development, etc. What are the customer satisfaction levels associated with the ECM program (e.g. project implementation timelines, experience with on-boarding process, communications, responsiveness and quality of individuals in the program, etc.). What is the availability rating for ECM systems during the reporting period? What was the percentage of downtime?

Program management/ demand management documents or tools

Program

Performance

Project management tools

Program

Performance

Time reports

Unit Cost

Program

Value

Vendor contracts, operational reports, development costs, etc.

Customer Satisfaction

Program

Quality, Value

Customer satisfaction surveys

ECM Service Availability

Operations

Performance

Directly from ECM system logs; also from IT operational logs

Search/ Retrieval Performance

Operations

Performance, Quality

What is the average search time for the reporting period? What is the average number of attempts?

Directly from ECM system logs; also from IT operational logs

Storage Utilization

Operations

Performance

What percentage of available content storage is being utilized by the ECM environment?

Storage system logs

Content Aging

Operations

Value

How many files are accessed daily? Weekly? Monthly? Yearly? Not accessed for more than a year?

Directly from ECM system logs; also from IT operational logs

Customer Satisfaction

Operations

Quality

What are the customer satisfaction levels associated with ECM operations (e.g. search speed, response time, reliability, help desk, etc.).

Customer satisfaction surveys