Students, faculty and staff will perceive the services delivered by IT are quality and aid their University related functions.
Objective
Deliver Service In A Helpful And Knowledge Manner
IT Units will continuously improve perceptions of the IT service-delivery experience by the students, faculty, staff, alumni and recruits.
KPI
Client Satisfaction
Surveys representative of critical services will be conducted and client satisfaction levels will reach target goals.
Goal
Provide Quality Information Technology Resources
Consistent with the University mission, technology resources provided by IT will meet resource type needs, be reliable and be available when and where needed by the University.
Objective
Improve Technology Resources
IT units will continuously improve the types, delivery and availability of services to the students, faculty, staff, and alumni consistent with common expectations for the service.
KPI
Service Accessibility Satisfaction
Units will evaluate the satisfaction of clients with the manner and/or medium resources are delivered. The intuitive convenience and efficiency of resource utilization and access should be considered in evaluation.
KPI
Resource Availability
Units will establish target goals for core resource availability.
KPI
Project Delivery Satisfaction
Units will collaborate with campus to determine success with project delivery. This should include consideration of process as well as the client's satisfaction with the final product delivered.
Goal
Provide Optimal Services Through Efficient Processes
IT Units will continuously analyze and as needed, redesign critical processes to increase campus efficiency in one or more of the following areas: costs, operations, and communications.
Objective
Continually Analyze Critical Process Efficiency
Each unit will review at least one critical process and provide data showing efficiency improvements or affirmation of efficiency of the current process.
KPI
Demonstrable Process Reviews
Success will be achieved if each unit provides documentation of one or more unit process reviews resulting in findings that demonstrate optimal efficiency exists or steps taken to improve efficiency.
Goal
Quality Professional Development
Staff satisfaction, staff value to the institution and overall divisional service delivery will be increased by staff completing quality professional development.
Objective
Provide Staff Development Opportunities
IT Units will provide high quality professional development opportunities for their staff that will enhance staff value to the students, faculty, staff, and alumni.
KPI
Service Improvement Through Professional Development
Success will be achieved if each unit meets its target goal for staff to receive professional development and provides demonstrable evidence of service or operational improvements related to this development.