13-14 Technician WorkOrders

During the 2013-2014 school year, the District purchased $867,891.63 of technology or 1,673 computing and wireless devices. Of that number, 1,482 were located at campuses and the remainder (191) were placed in District Offices.

During the 2013-2014 school year (07/1/13 through 4/30/14), the District has had a total of 3,797 work orders, 3,245 at campuses, of which 66 remain open. Campuses report a 94% satisfaction rate. Average response time for work orders is 5-6 days. Target completion rate standard for most School District HelpDesks is 48 to 72 hours, except in cases where equipment needs to be ordered.

Note that one work order can just as well address setup of a computer lab, as dealing with one computer. For example, new computer labs were setup at each of the campuses below, approximately $337,000 in round one of the Areas of Need for Technology Equipment and Upgrades Proposal (ANTE-UP) and more funding proposed to address computer lab replacements.

For District statistics, 552 total work orders with satisfaction rate ranging from 90% to 100%.

Source: HDI report as cited in Bombar

Many are not aware of recommended ratios for technicians to devices they must support has changed; consider the recommendations below:

• Per Texas School Technology and Readiness (STAR) Chart-- the device to technician ratio is 750 devices to 1 technician. This means ECISD’s full staffing would be 10 technicians.
• Industry standards - 500 to 1; computer to technician ratio. According to this report “as the number of people or devices needing support increases, the number of desktop support analysts increases at a reduced rate.” This means, on average, small organizations support 313 devices per technician, while technicians at large organizations support as many as 800 devices."

In ECISD, technicians support 1,900 devices. Of course, this is possible in part due to the hard working technical support staff the ECISD employs, but also because of the Mobile Device Management (MDM) the District invested in during the 2012-2013 school year.

It is hoped that this data provides you with some information about the exciting changes the ECISD Technology Operations is working hard to facilitate on behalf of students and staff.

UPDATE - 9/16/2014

The following is data from a survey done among San Antonio Area Technology Districts:

• East Central ISD: 1900 devices per 1 technician (total of 4 technicians, 1 technical support staff manager or 5 techs)
• Lytle ISD: 3200 devices supported by 3 technicians with a 1088 devices per 1 technician
• Judson ISD: 1200 devices per 1 technician
• NorthEast ISD: 51000 devices supported by 27 technicians with a 1888 devices per 1 technician
• Northside ISD: 1500 computers per 1 technician. This doesn't count/factor in the 10,000+ iOS devices, 4,000+ printers, and other devices they also support like Promethean boards, etc.