2008 Business and Finance
Internal Customer Satisfaction Survey Responses

TIS-User Services	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(pc setup, pc problems, software installation)
1: TIS-User Services: expertise and knowledge of staff	1	1	8	55	90	3	158	4.50	4.40	4.03	4.36
	0.6%	0.6%	5.1%	34.8%	57.0%	1.9%	100.0%
2: Courtesy of staff	1	1	6	46	101	3	158	4.58	4.65	4.26	4.38
	0.6%	0.6%	3.8%	29.1%	63.9%	1.9%	100.0%
3: Professional attitude of staff	1	1	8	51	94	3	158	4.52	4.57
	0.6%	0.6%	5.1%	32.3%	59.5%	1.9%	100.0%
4: Timeliness of service	1	3	14	63	75	2	158	4.33	4.28
	0.6%	1.9%	8.9%	39.9%	47.5%	1.3%	100.0%
5: Responsiveness to the request	1	2	13	62	78	2	158	4.37	4.27
	0.6%	1.3%	8.2%	39.2%	49.4%	1.3%	100.0%
6: Kept informed progress of your request	1	4	13	59	77	4	158	4.34	4.33
	0.6%	2.5%	8.2%	37.3%	48.7%	2.5%	100.0%
7: Overall service experience	1	2	8	62	83	2	158	4.44	4.36
	0.6%	1.3%	5.1%	39.2%	52.5%	1.3%	100.0%
Total Responses								158	78	143	193

TIS-Service Center	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(answering calls, responding to requests, following up on requests)
1: TIS-Service Center: expertise and knowledge of staff	3	2	14	67	61	7	154	4.23	4.15
	1.9%	1.3%	9.1%	43.5%	39.6%	4.5%	100.0%
2: Courtesy of staff	2	1	9	58	78	6	154	4.41	4.32
	1.3%	0.6%	5.8%	37.7%	50.6%	3.9%	100.0%
3: Professional attitude of staff	2	1	8	66	70	6	153	4.37	4.29
	1.3%	0.7%	5.2%	43.1%	45.8%	3.9%	100.0%
4: Timeliness of service	2	2	14	64	66	6	154	4.28	4.12	3.97	4.13
	1.3%	1.3%	9.1%	41.6%	42.9%	3.9%	100.0%
5: Responsiveness to the request	2	3	11	64	66	6	152	4.29	4.12
	1.3%	2.0%	7.2%	42.1%	43.4%	3.9%	100.0%
6: Kept informed progress of your request	2	4	14	61	64	7	152	4.25	4.13
	1.3%	2.6%	9.2%	40.1%	42.1%	4.6%	100.0%
7: Overall service experience	2	1	7	69	68	6	153	4.36	4.14
	1.3%	0.7%	4.6%	45.1%	44.4%	3.9%	100.0%
Total Responses								153	79	143	193

TIS-Web Services	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(web page development, posting)
1: TIS-Web Services: expertise and knowledge of staff	2	2	5	39	58	39	145	4.41	4.43	4.00	4.28
	1.4%	1.4%	3.4%	26.9%	40.0%	26.9%	100.0%
2: Courtesy of staff	2	0	7	36	61	39	145	4.45	4.38	4.20	4.36
	1.4%	0.0%	4.8%	24.8%	42.1%	26.9%	100.0%
3: Professional attitude of staff	2	1	6	36	61	39	145	4.44	4.34
	1.4%	0.7%	4.1%	24.8%	42.1%	26.9%	100.0%
4: Timeliness of service	3	2	9	33	57	41	145	4.34	4.32
	2.1%	1.4%	6.2%	22.8%	39.3%	28.3%	100.0%
5: Responsiveness to the request	3	2	10	33	58	39	145	4.33	4.36
	2.1%	1.4%	6.9%	22.8%	40.0%	26.9%	100.0%
6: Kept informed progress of your request	3	1	14	33	51	41	143	4.25	4.30
	2.1%	0.7%	9.8%	23.1%	35.7%	28.7%	100.0%
7: Overall service experience	2	2	10	34	59	38	145	4.36	4.30
	1.4%	1.4%	6.9%	23.4%	40.7%	26.2%	100.0%
Total Responses								145	78	143	193

TIS-Network Services	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(add, move, changes - telcom, VPN, and wireless support)
1: TIS-Network Services: expertise and knowledge of staff	3	1	7	37	52	40	140	4.34	4.34	4.07	4.24
	2.1%	0.7%	5.0%	26.4%	37.1%	28.6%	100.0%
2: Courtesy of staff	2	2	6	34	56	40	140	4.40	4.41	4.20	4.22
	1.4%	1.4%	4.3%	24.3%	40.0%	28.6%	100.0%
3: Professional attitude of staff	2	2	8	35	53	39	139	4.35	4.32
	1.4%	1.4%	5.8%	25.2%	38.1%	28.1%	100.0%
4: Timeliness of service	3	3	5	39	50	40	140	4.30	4.23
	2.1%	2.1%	3.6%	27.9%	35.7%	28.6%	100.0%
5: Responsiveness to the request	3	3	6	40	48	40	140	4.27	4.22
	2.1%	2.1%	4.3%	28.6%	34.3%	28.6%	100.0%
6: Kept informed progress of your request	3	3	8	39	45	41	139	4.22	4.21
	2.2%	2.2%	5.8%	28.1%	32.4%	29.5%	100.0%
7: Overall service experience	2	3	6	42	47	40	140	4.29	4.30
	1.4%	2.1%	4.3%	30.0%	33.6%	28.6%	100.0%
Total Responses								140	75	143	193

TIS-Data Center Services	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(add, moves, changes - Unix and NT server support)
1: TIS-Data Center Services: expertise and knowledge of staff	1	1	6	33	43	54	138	4.38	4.37	4.18	4.21
	0.7%	0.7%	4.3%	23.9%	31.2%	39.1%	100.0%
2: Courtesy of staff	1	1	8	29	45	53	137	4.38	4.34	4.27	4.26
	0.7%	0.7%	5.8%	21.2%	32.8%	38.7%	100.0%
3: Professional attitude of staff	1	1	9	28	44	54	137	4.36	4.34
	0.7%	0.7%	6.6%	20.4%	32.1%	39.4%	100.0%
4: Timeliness of service	1	5	8	29	41	53	137	4.24	4.09
	0.7%	3.6%	5.8%	21.2%	29.9%	38.7%	100.0%
5: Responsiveness to the request	2	4	10	28	40	53	137	4.19	4.00
	1.5%	2.9%	7.3%	20.4%	29.2%	38.7%	100.0%
6: Kept informed progress of your request	2	6	6	31	39	53	137	4.18	3.97
	1.5%	4.4%	4.4%	22.6%	28.5%	38.7%	100.0%
7: Overall service experience	1	4	6	34	39	53	137	4.26	4.12
	0.7%	2.9%	4.4%	24.8%	28.5%	38.7%	100.0%
Total Responses								137	70	143	193

TIS-Multimedia Services	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(video conf. reserv., set-up & support - eqpt delivery, set-up & support)
1: TIS-Multimedia Services: expertise and knowledge of staff	1	2	3	38	71	29	144	4.53	4.29	3.89	4.18
	0.7%	1.4%	2.1%	26.4%	49.3%	20.1%	100.0%
2: Courtesy of staff	1	2	2	33	77	28	143	4.59	4.48	3.99	4.23
	0.7%	1.4%	1.4%	23.1%	53.8%	19.6%	100.0%
3: Professional attitude of staff	1	3	1	34	78	27	144	4.58	4.45
	0.7%	2.1%	0.7%	23.6%	54.2%	18.8%	100.0%
4: Timeliness of service	1	3	3	32	76	28	143	4.56	4.36
	0.7%	2.1%	2.1%	22.4%	53.1%	19.6%	100.0%
5: Responsiveness to the request	1	3	2	37	72	28	143	4.53	4.36
	0.7%	2.1%	1.4%	25.9%	50.3%	19.6$	100.0%
6: Kept informed progress of your request	1	2	8	38	62	31	142	4.42	4.26
	0.7%	1.4%	5.6%	26.8%	43.7%	21.8%	100.0%
7: Overall service experience	1	1	4	36	73	27	142	4.56	4.35
	0.7%	0.7%	2.8%	25.4%	51.4%	19.0%	100.0%
Total Responses								143	73	143	193

TIS-Enterprise Technical Services	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2006 Average Score	2005 Average Score
(application database support)
1: TIS-Enterprise Technical Services: expertise and knowledge of staff	2	0	8	29	45	53	137	4.37	4.33	3.77
	1.5%	0.0%	5.8%	21.2%	32.8%	38.7%	100.0%
2: Courtesy of staff	2	0	7	30	46	53	138	4.39	4.33	4.00
	1.4%	0.0%	5.1%	21.7%	33.3%	38.4%	100.0%
3: Professional attitude of staff	2	0	9	27	47	53	138	4.38	4.34
	1.4%	0.0%	6.5%	19.6%	34.1%	38.4%	100.0%
4: Timeliness of service	2	1	8	33	41	53	138	4.29	4.30
	1.4%	0.7%	5.8%	23.9%	29.7%	38.4%	100.0%
5: Responsiveness to the request	2	2	8	28	43	54	137	4.30	4.30
	1.5%	1.5%	5.8%	20.4%	31.4%	39.4%	100.0%
6: Kept informed progress of your request	2	4	7	29	41	54	137	4.24	4.30
	1.5%	2.9%	5.1%	21.2%	29.9%	39.4%	100.0%
7: Overall service experience	2	1	7	31	42	55	138	4.33	4.31
	1.4%	0.7%	5.1%	22.5%	30.4%	39.9%	100.0%
Total Responses								137	70	143	193

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 ensure that IT resources were properly aligned to the programmatic requirements of the CO. The 2007 survey results indicated that the disruptive nature of the reorganization effort had subsided. Satisfaction scores were uniformly high.

Again in 2008, the seven departments of Technology Infrastructure Services enjoy positive satisfaction ratings. Of the 49 indices (7 per department), almost 82% (40) had higher scores than in 2007. Total responses ranged from 134 to 158 and in all cases, the average satisfaction scores were above 4.1.

User Services and the ITService Center, the two departments which serve the entire CO had average satisfaction scores ranged from 4.33 to 4.58 in the former, and from 4.25 to 4.41 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 (4.18 to 4.59) within their narrower client bases.

In the coming year, TIS will continue working to improve service in all areas, and will continue to improve 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.