Background Information for Renewal

BACKGROUND INFORMATION FOR RENEWAL


Incident IQ 2024-25 Platform Renewal for:


DeKalb County School District
Table of contents

School Year in    Support Highlights & ROI Analysis .........................................................................................                 2
Review
                  Ongoing Support & Training ...................................................................................................              4



Renewal Options   Renewal Pricing .........................................................................................................................   5
& References
                  DCSD Leading the Way .............................................................................................................          6




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     Support Highlights & ROI Analysis
         DCSD has Transformed Support to Recapture Instructional
         Time & Save Money
         Perhaps the most valuable resource in any school district is instructional time, and
         maximizing its effective use is among the best ways to drive student achievement.
         Inefficiencies in the way students and teachers access and receive support for
         technology, facilities, and other operational issues threaten instructional time. By
         attacking these inefficiencies, technology and operations leaders can help teachers
         recapture this lost instructional time and deliver huge savings to their districts. Below is a
         summary of some of the ways the DCSD Technology Department's utilization of the
         Incident IQ platform and related tools has saved precious district resources in the 2022-
         2023 school year.

         School Year 2022-2023 Technology Support Highlights

                    90,062                                    Top Model                                  Avg. 4 of 5
                Tickets Closed                                Supported:                                 Stars CSat
                                                      Student Chromebook                                   Score
                                                        Acer R72T2: 10,562 Tickets                 1,755 Survey Responses



         ROI Analysis and Savings Breakdown for 2022-2023 School Year

              ●    $1.1m Saved through Teacher-Friendly Ticket Submission: Using legacy
                   methods1 the average technology support issue takes 20 minutes of teacher time to
                   simply request support2. This adds up over 20 hours of instructional time per
                   thousand students annually.3 For DCSD last school year, more than 23,040 hours of
                   teacher time a year was saved by avoiding delays in accessing support. This equates
                   to an annual savings to the district of more than $1,101,312.4




1 The “legacy support request” timing profile is based on request time outcomes for districts using either email-based support methodologies or
help ticketing systems that were designed for corporate or other non-K-12 environments (“industry-neutral ticketing”).
2 This timing assumes 4 and 5 minute base transaction times for email and industry-neutral ticketing, respectively. Averages by method are

derived by further applying dilation-factors based on: 1) follow-up/reminder request likelihood, 2) need for additional information likelihood, and
3) request resubmission likelihood.
3 Incident IQ user community data indicate an average of 65 tickets submitted per 1000 students, annually.

4 Costs associated with lost teacher time is calculated based on the reported average salary for teachers of $58,950 for 2016/17 from the

National Center for Education Statistics (available at, https://nces.ed.gov/programs/digest/d17/tables/dt17_211.60.asp) plus an additional 20%
for cost of benefits; this hourly figure representation assumes a 185 day contract and 8 hours per day.
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             ●    $1,492,992 Saved through Faster Ticket Resolution: In delivering support, more
                  than six and a half hours of technician time per thousand students annually is lost
                  due to inefficiencies of legacy tools. For DCSD, this translates to annual costs of
                  more than $1,080,000 wasted due to lost technician time5 and greater than $412,992
                  in lost teacher productivity6.

             ●    Other Cost Centers Present Opportunities for Future Savings: For districts
                  DCSD's size with significant technology asset footprints, roughly another $241,000
                  and $419,000 in annual savings could be captured by optimizing device deployment
                  and auditing/inventory management, respectively. 7




                      Total 2022 - 2023 School Year Savings
                                             $2,594,304




5 Based on a 20% resolution improvement factor resulting in 1300 technicians hours saved annually at a $30.00 average hourly wage rate.
6 Teacher productivity cost assumes an average 1% productivity diminishment during open support requests.
7 Savings calculation is based on technician time savings, again at $30.00 average hourly wage rate, derived from a 60% service delivery

improvement factor in auditing and a 90% reduction in inventory shrinkage over legacy methods, assuming an average device cost of $200 and a
2% legacy inventory shrinkage rate.
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      Ongoing Support & Training
Ongoing Support in Three Layers

In-App support for all: All users in the District may access first-line assistance with Incident IQ by
simply submitting a help request within their Incident IQ site. Product help requests can be
produced just as quickly and easily as any other iiQ Ticket.


App, phone, or email support on-demand: For Administrator accounts within a district, these
users can escalate user help requests within the App to the Incident IQ support team or make such
requests directly. Administrators also have access to direct phone and email support with issues
during ordinary business hours.


Dedicated Customer Success Manager for DCSD: As premier Incident IQ district partner DCSD will
have access to a dedicated customer success manager for any and all needs related to their success with
current products and services, as well as any future needs.



Training Resources On-Demand with iiQ Academy




Incident IQ Academy is a self-guided training library with robust courses for requestors, agents, and
administrators. iiQ Academy is perfect for getting new technicians up-to-speed over the summer or for
helping teachers re-orient as part of back-to-school planning.




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                         Renewal Pricing
Renewal Solutions
The licenses detailed below represent one-year renewal options for Incident IQ offerings DCSD
utilized.

                                    One-Year Renewal

      Incident IQ Platform with iiQ Ticketing       $121,459.34


      Change Management                             $18,220.71

      Policy Manager                                $12,145.94


      Support Scheduler                             $7,842.23


      Support Messenger                             $7,842.23


      Total                                         $167,510.45



Renewal Pricing without Add-Ons

                 One-Year Renewal without Add-On Licenses

      Incident IQ Platform with iiQ Ticketing       $121,459.34


      Change Management                             $18,220.71


      Policy Manager                                $12,145.94


      Total                                         $151,825.99




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             DCSD Leading the Way
Districts Adopting the Incident IQ Platform

Following DCSD's example, since the District adopted the iiQ Platform in 2017, more than
70 districts in the State of Georgia have followed that lead including many of the leading
metro-Atlanta school systems. Incident IQ now supports more than two-thirds of the
students in the State.

Just some of the leading Georgia districts that have joined DCSD in using Incident IQ
include:

   ●   Atlanta Public Schools
   ●   Clayton County Schools
   ●   Henry County Schools
   ●   Cherokee County Schools
   ●   Fayette County Schools
   ●   Forsyth County Schools
   ●   Houston County Schools
   ●   Muscogee County Schools
   ●   Richmond County Schools

The Incident IQ platform was introduced in 2017 and since that time has been rapidly adopted by
K-12 school districts across the U.S. Today, over 10 million students and teachers in districts
across more than 49 states rely on the Incident IQ platform to manage and deliver mission-critical
services.




       Rob Meeker - Incident IQ Success Story: Springfield Local Schools - Incident IQ




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