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LEADERSHIP AGENDA

Operational Scan

ECONOMIC INDICATORS

DEPARTMENT PERFORMANCE

DEPARTMENT PERFORMANCE

Iowa Communications Network (ICN)

Ric Lumbard, Executive Director

Mission Statement:
Deliver strong, flexible and fast broadband services and experiences to ICN customers.

Measures:
Order Performance History
ICN Video Success for Sessions
K-12 Schools Benefit from ICN Classrooms

MORE DEPARTMENT PERFORMANCE

  • Download PDF document Performance Plan - How we measure our progress

  • Download PDF document Strategic Plan - How we plan for progress

  • Download PDF document Performance Report - How we report our progress

  • Department Home Page - Learn more about this department
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Highlighted Measure:

Percentage of customers that are either highly satisfied or satisfied overall with ICN services.

 

DATA SOURCE: Iowa Communications Network, Annual Survey Results.

 

Updated 09/19/2016

GRAPH - timely Completion of Customer-Requested Installations

Why this is important:
Customer satisfaction and exceeding expectations is important to the ICN in all aspects of providing telecommunications services to authorized users. Customers are surveyed annually regarding the customer service attributes of each functional area of the agency as well as the specific services provided. Survey results are available at http://icn.iowa.gov/about-icn/agency-reports

What we're doing about this:
The agency continues to strive toward 80% satisfaction in this area.

Note: Our initial target decreased by 5% due to modifying the fiscal year 2014 annual survey and rephrasing the agency's AGA plan measurement from customer awareness to customer satisfaction. The satisfaction rating exceeded the target that was set.

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Highlighted Measure:

Percentage of successful video sessions.

 

DATA SOURCE: Iowa Communications Network, Engineering Division

 

Updated 09/19/2016

GRAPH - Video Session Reliability

Why this is important:
Iowa citizens rely on the ICN to communicate across the miles. Students communicate with teachers, doctors with patients, and citizens with state government. If a session is scheduled, Iowans need to be confident it will run as planned.

What we're doing about this:
The agency monitors all sessions through its Network Operations Center (NOC). Typically, ICN maintains a high reliability rate, continually surpassing its goal of a 99.5% session success rate. The natural disasters of Spring 2008 affected the use of some ICN video classrooms; however, few ICN sessions were cancelled and many found new locations from which to present sessions.

ICN video technical experts perform regular tests, especially when preparing for international sessions or sessions held under unusual circumstances. While each classroom is designed to be customer friendly, sometimes technical problems may arise. Each ICN classroom has a fiber phone which connects users directly to the NOC in case of technical problems. The NOC addresses the problem over the phone with the user and gets the situation corrected.

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Highlighted Measure:

Providing Distance Larning Options


Number of hours video sites connected to the ICN, are used by Iowa's secondary schools and the amount of Bandwidth purchased by Education Users.

 

DATA SOURCE: Iowa Communications Network, Finance

 

Updated 09/19/2016

GRAPH - Iowa K-12 Schools Benefit from ICN Classrooms

 

Graph-Internet Bandwidth Purchased by Education Users

Why this is important:
A core function of the Iowa Communications Network (ICN) is to help provide educational access to all Iowans in a cost-effective way. Part of that function is the goal of bringing equal educational opportunities to K-12 students located in rural and underserved areas.

What we're doing about this:
The ICN constantly looks for ways to serve Iowa learners. As a deliverer of distance learning programming, the ICN is pleased to work with its partners in government and education to bring new educational opportunities to students of all ages, options for helping with teacher shortages, sharing curriculum while reducing the costs to develop, and creative use of video technology in the classroom. Advances at ICN in Video over IP (Internet Protocol) make it possible for more students and schools to receive enhanced benefits from video conferencing and other remote education opportunities via the Internet.

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