Theme Champion: Jenny Wang
Team Members: Ed Cho, Will Booth, David Sweeney, Anthony Schenider
Charge
Create an effective assessment and evaluation process to provide Student Affairs departments and Technology Services – Student Affairs the qualitative and quantitative feedback of the effectiveness of the services provided by DoIT. The assessment results will be used to improve customer satisfaction.
Objectives
8.1 Formally assess and evaluate customer satisfaction with Technology Services – Student Affairs provided services [CPR 6.1]
8.2 Assess, evaluate, and publish the service delivery metrics [CPR 6.2]
Tasks
8.1.1 Create, conduct, and analyze a custom satisfaction survey for Technology Services – Student Affairs custom applications – Done
8.1.2 Create, conduct, and analyze a customer satisfaction survey for Technology Services – Student Affairs service desk – 30% Complete
8.1.3 Schedule regular surveys – Done
8.2.1. Identify service delivery metrics for responsible teams – 50% Complete
8.2.2 Compile service delivery metrics results – 0% Complete
8.2.3 Publish results on the Technology Services – Student Affairs website or Intranet as appropriate – 0% Complete
Service Delivery Metrics
Service Desk Tickets — Service Desk, semiannually (6/30, 12/30)
Systems up-time and outages — Systems, semiannually (6/30, 12/30)
Project completion deadlines met — PM, semiannually (6/30, 12/30)
Cost per FTE (move to Theme 6)
Cost and benefit analysis (move to Theme 6)