IT Client Services will utilize work order surveys to evaluate the clients perception of the duration to complete the service request.
Objective
Service Delivery Will Be Perceived To Be Timely And Efficient
IT Client Services will utilize work order surveys to evaluate the clients' perception of the duration to complete the service request.
KPI
Client Perception Of Time To Complete Service Request
An IT Client Services work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of the completion of the work order within a reasonable time. Available responses are "Very Dissatisfied, Dissatisfied, Neutral, Satisfied, Very Satisfied." A 95% or better satisfaction rating is targeted.
Result
Satisfaction With Time To Complete Service Request
The measured KPI of satisfaction with time to complete a service request was determined to be 94.13% of the 3559 responses received. This did not meet our goal of 95%. IT Client Services is reviewing individual results that fell below the satisfied level to target specific areas for action and improvement in FY14.
Action
Assess Client Perception Of Time To Complete Service Request
IT Client Services will evaluate response rates regarding time to completion by constituent groups such as faculty, staff, and students. IT Client Services will evaluate current project, incident, and request procedures to determine opportunities for improving this KPI, and will include additional indicators and criteria to provide a richer picture of customer satisfaction.
Objective
Service Delivery Will Be Perceived To Have Kept The Client Informed
IT Client Services will utilize work order surveys to evaluate the clients' perceptions of how well they were kept informed of the status of their request.
KPI
Client Perception Of Adequate Communication With IT@Sam
An IT Client Services work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of how well they were kept informed of status during the interaction. Available responses are "Very Dissatisfied, Dissatisfied, Neutral, Satisfied, Very Satisfied." A 95% or better satisfaction rating is targeted.
Result
Satisfaction With Communication Of Service Request Status
The measured KPI of satisfaction with status updates on service requests was determined to be 95.67% of the 3559 responses received. This value achieved the target goal of 95%. IT Client Services is reviewing results that fell below the satisfied level to target specific areas for improvement for FY14 and to determine how to maintain and improve this rating.
Action
Assess Client Perception Of Adequate Communication With IT@Sam
IT Client Services will evaluate response rates regarding perceptions of adequate communication by constituent groups such as faculty, staff, and students. IT Client Services will evaluate current communication guidelines in relation to responses and will modify and expand upon current communication guidelines and methods as needed to improve perceptions.
Objective
Service Delivery Will Be Perceived To Be Provided By Qualified Staff
IT Client Services will utilize work order surveys to evaluate the clients' perceptions of the technical qualifications of the staff member assisting with their requests.
KPI
Client Perception Of Technical Qualifications Of IT@Sam Staff
An IT Client Services work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of the technical competency of the IT@Sam representative. Available responses are "Very Dissatisfied, Dissatisfied, Neutral, Satisfied, Very Satisfied." A 97% or better satisfaction rating is targeted.
Result
Satisfaction With Technical Qualification Of IT Staff
The measured KPI of satisfaction with the technical qualification of IT staff was determined to be 95.36% of the 3559 responses received. Although an increase over our FY 12 results (94.13%), this value failed to meet the goal of 97%. IT Client Services is reviewing results that fell below the satisfied level to determine specific areas for improvement for FY14.
Action
Assess Client Perception Of Technical Qualifications Of IT@Sam Staff
IT Client Services will evaluate response rates regarding perceived technical qualifications. IT Client Services will adjust future staff training and development plans to improve customer satisfaction.
Objective
Service Delivery Will Be Perceived As A Good Experience For The Client
IT Client Services will utilize work order surveys to evaluate the clients' overall perception of working with IT@Sam to resolve the request.
KPI
Client Overall Perception Of Experience Resolving Service Request To IT Client Services
An IT Client Services work order survey will be delivered to the client upon completion of the request. The client will be permitted to rank their perception of overall service request experience. Available responses are "Very Dissatisfied, Dissatisfied, Neutral, Satisfied, Very Satisfied." A 95% or better satisfaction rating is targeted.
Result
Satisfaction With Overall IT Experience
The measured KPI of satisfaction with the overall service request experience with IT was determined to be 96.15% of the 3559 responses received for the survey question "I am satisfied wtih the completion of this work order." This value exceeded the goal of 95%. IT Client Services is reviewing results that fell below the satisfied level to target specific areas for improvement for FY14.
Result
Satisfaction With Courtesy Of IT Staff
The measured KPI of satisfaction with the overall service request experience with IT was determined to be 96.74% of the 3559 responses received for the survey question "The IT@Sam staff that assisted me with this request were courteous and helpful." This value exceeded the goal of 95%. IT Client Services is reviewing results that fell below the satisfied level to target specific areas for improvement for FY14.
Action
Assess Client Overall Perception Of Experience Resolving Service Request To IT@Sam
IT Client Services will evaluate response rates regarding overall satisfaction by constituent groups such as faculty, staff, and students. IT Client Services will make adjustments to service delivery methodology in order to improve customer satisfaction.