2007/08 Business and Finance Internal Customer Satisfaction
TIS Survey Response

Analysis

In the Fall of 2005, the Assistant Vice Chancellor for ITS lead an effort to define the information technology needs of the Chancellor’s Office.  This initial IT Needs Assessment led to the reorganization of ITS to make sure that IT resources were properly aligned to the programmatic requirements of the CO.  By its very nature, comprehensive change in any organization is disruptive, and in 2006 there occurred an across-the-board drop in customer satisfaction with the services provided by Technology Infrastructure Services (TIS).  Based on the fact that without exception, satisfaction scores in 2007 exceeded not just the 2006 scores but the 2005 scores as well, we believe TIS has recovered from the disruption of the reorganization and the Chancellor’s Office is beginning to benefit from the changes that have been made.

Overall, the 2007 survey responses are consistently positive.  Out the 49 total categories, no category scored less than 3.97, 48 categories achieved an average score of 4.00 or higher, 32 achieved a score of 4.30 or higher and 7 achieved an average score of 4.40 or higher.  Average scores in two categories exceeded 4.55.

In the two departments with CO-wide client bases – User Services and the ITService Center – awareness of these services was high, and average satisfaction scores ranged from 4.27 to 4.65 in the former, and from 4.12 to 4.32 in the latter.  The remaining five TIS services – Web Services, Network Services, Data Center Services, Multi-media Services and Enterprise Technical Services – provide direct support to smaller subsets of the CO community.  Although they are not widely known, collectively they achieved high levels of customer satisfaction (3.97 to 4.48) within their narrow client bases. The lowest level of customer satisfaction across TIS was achieved in the category of keeping clients informed of the progress of their service request.  Satisfaction scores in this category ranged from 3.97 to 4.33.

In the coming year, TIS will continue working to improve service in all areas, but will pay particular attention to improving communication with clients that have open service tickets.   Additionally, TIS will continue outreach efforts to Chancellor’s Office staff including the annual IT Day demonstrations and presentations, new employee orientation presentations describing IT services at the CO, and articles in various Chancellor’s Office publications.

From a more strategic perspective, in 2007 ITS implemented a Chancellor’s Office IT Planning process as a follow-up to the 2005 IT Needs Assessment.  During this process, ITS solicits IT project proposals from CO staff and with the guidance of a cross-divisional steering committee, reviews the proposals and prioritizes them for development.  The inaugural IT Planning cycle resulted in some 33 proposed projects.  Of these, ITS was able to move ahead with 11 using existing resources, and 3 more have been undertaken with the benefit of supplemental funding.  Of the remaining proposals, 16 need further development before they can be approved, and three proposed projects have been judged to have negative cost/benefit ratios.  The 2008 IT Planning cycle will begin in February and it is expected that this ongoing process will not only improve the alignment of IT resources to Chancellor’s Office IT needs, but will improve overall customer satisfaction with ITS services as well.