From vision to evaluation: A metrics framework for the ACCESS allocations service

The Allocations Service for the Advanced Cyberinfrastructure Coordination Ecosystem: Services & Support (ACCESS) program is charged with accepting, reviewing, and processing researchers' requests to use resources that are integrated into the ACCESS ecosystem. We present as a case study the metrics framework used to evaluate the Allocations Service project, a metrics framework that aligns with the project's goals and identifies key performance indicators (KPIs). Several of our top-level KPIs reflect complex concepts and are composite measures built from suites of metrics compiled from two primary sources: a well-instrumented allocations and accounting system and an annual survey of the ACCESS researcher community. This approach allows us to describe and measure complex concepts such as "democratization" and "ecosystem access time" in a quantitative manner and to target improvements to project activities. The metrics framework is augmented by metrics to measure the performance of the project team, to describe general ecosystem and allocations activity, and to capture publications from the researcher community. We used this framework to gather and present data as part of the ACCESS Allocations Service first annual NSF panel review. The metrics were largely successful at communicating our progress, but we also encountered a few unexpected technical issues with the data and calculations themselves, which we are continuing to refine. Presented here as a case study, this approach to a metrics framework for the Allocations Service has proved valuable in complementing more subjective descriptions of the project, its accomplishments, and progress toward our goals.