The collection, analysis, and reporting of performance metrics are fundamental components of CAI’s Legacy Application Support methodology. Metrics enable CAI to effectively measure performance, identify opportunities for process improvements and reduce maintenance costs. The key areas for measurement are determined during the Transition Phase and are continually re-evaluated during the life of the engagement. Maintaining service levels, quality of support, and user communication are integral to success. Initially, CAI reviews service level requirements with the client and delivers a service level agreement. Service level metrics data is captured using CAI’s proprietary process and tracking tool, Tracer®. Examples of metrics that are tracked include:
- Number of events within service level guidelines
- Application downtime
- Rework trend
- Time to resolve production problems
- Failure frequency
- Number of outstanding work requests
- Client satisfaction survey ratings
The following graphic depicts the methodological process support and interfaces provided through the use of Tracer®.
Productivity, as it relates to programming and quality, is a critical success factor. Actual programming hours are tracked against estimated programming hours to determine an efficiency ratio for each programmer. These efficiency ratios are provided to the programmers, and individual scores are compared to team averages to assess individual contribution to the overall effort.
CAI’s expertise in performance measurement allows performance issues to be addressed proactively. As the client and CAI continue working together to improve the support partnership, additional and/or different metrics may be developed and tracked.
Status Reporting
Status reporting is an integral component of CAI’s Legacy Application Support offering. Information pertaining to unresolved issues, estimated time to completion, and outstanding assignments will be documented and reviewed through status reports.
CAI provides status reporting for each of the teams, to the appropriate support oversight person. These reports will be presented on a regularly scheduled basis at the status meetings. The status reports include:
- List of all open items by event type
- List of completed service events by event type
- Status report of the development phase for all work
- Exception reports highlighting potential problem areas
- Personnel changes
- Open issues
Issue Management
Another key component of CAI’s Legacy Application Support offering is the management and tracking of issues. An issue is anything that delays the completion of a work event. CAI uses Tracer® to track and manage issues. This allows for systematic reporting and querying of issue status and issue assignment. This virtually guarantees that issues are not lost or forgotten.
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