EMPowerSF Resolution Dashboard

Introduction

This dashboard reports on our progress in fixing our EMPowerSF payroll system. The system is “fixed” when our employees do not have on-going payroll issues. Progress is defined by minimizing the impact of our employees until the system is fixed. The district has identified Key Performance Indicators (KPIs) to track our progress.

Our first two KPI reports are about closing payroll tickets and reducing the number of impacted employees. In the coming weeks, we will establish benchmarks to assess our effort toward fixing our system. 

This dashboard will evolve as we continue to gather data on our progress and identify additional KPIs. Most importantly, will be establishing a timeline for fully fixing EMPowerSF once we have more data on what it takes to resolve issues

November 17, 2022 Insights

Although the total number of impacted employees increased by 22 from the prior week, this is a downward trend from the increase of 60 and 109 in the prior two weeks. New impacted employees have continued a downward trend with a decrease of 49 from the prior week. The number of payroll related tickets has continued to rise with an increase of 30 tickets from last week but this increase is significantly less that the increase in total tickets of 212 and 351 in the prior two weeks. New tickets continue to decrease with 249 less new tickets this week than the prior week. The average ticket age remains largely unchanged with a slight increase from the prior week of 4 days. The number of payroll tickets closed this week decreased by 67 compared to last week but we expect this number to improve as the Corrective Action Plan team engages and drives to reduce impacted employees and resolve open tickets.

Payroll Tickets Key Performance Indicator (KPI)

This Key Performance Indicator measures our progress in resolving payroll tickets submitted by our employees.

Mobile users: scroll right to view full table

Week Ending Oct. 27 Nov. 3 Nov. 10 Nov. 17
Open Payroll Tickets Total 9,560 9,911 10,123 10,153
Change from
prior week 
+265 +351 +212 +30
Closed Tickets Total 267 435 457 390
Change from
prior week 
-42 +168 +22 -67
New Tickets Total 532 786 669 420
Change from
prior week 
-83 +254 -117 -249
Average Days to Resolve Total 29 43 26 63
Change from
prior week 
+2 +14 -17 +37
Average Ticket Age Total 86 88 92 96
Change from
prior week 
+4 +2 +4 +4

Note: Green is a favorable indicator, and red is an unfavorable indicator. We will be setting benchmarks as more data is available. 

Empower dashboard of payroll tickets as of November 18, 2022

Note: If you have issues accessing the data in the chart, please email newsline@sfusd.edu

Impacted Employee Report Key Performance Indicator (KPI)

This KPI measures our progress in decreasing the number of impacted employees.

Mobile users: scroll right to view full table

  As of Nov. 17 Change From
Last Week
Total Impacted Employees 4,668 +22
New Impacted Employees 123 -49
Resolved Tickets 101 -11
Average Days to Resolve 68 +44
Average Ticket Age 142 +5

Note: Green is a favorable indicator, and red is an unfavorable indicator. We will be setting benchmarks as more data is available. 

Empower dashboard of impacted employees as of November 17, 2022

Note: If you have issues accessing the data in the chart, please email newsline@sfusd.edu 

Key Terms

Ticket
When an employee has an issue, they submit a payroll ticket in our help desk system. Employees may submit more than one ticket based on their issues.
 
New Ticket
The district notes every time a new ticket is created in our help desk.
 
Open Ticket
An open ticket has been submitted, but not yet resolved.
 
Closed Ticket
When the issue noted in the ticket is resolved, the ticket is then "closed."
 
Average Days to Close
The average number of days it takes to close based on the total number of closed tickets.
 
Average Ticket Age
The average age of a ticket of the total open tickets.

This page was last updated on November 18, 2022