Usit Fy11 Cust Satisfaction

7/29/2019 Usit Fy11 Cust Satisfaction

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USIT CUSTOMER SATISFACTION SURVEY REPORT FY10

FY11

UNIVERSITY SERVICES IT

CUSTOMER SATISFACTIONSURVEY RESULTSSummarized FY2011 customer satisfaction survey results for University Services Infrastructure Services (USIS) and

University Services PMO.


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USIT CUSTOMER SATISFACTION SURVEY REPORTFY11

TABLE OF CONTENTS

USIT Customer Satisfaction Survey Results ................................................................................................................... 1

Executive Summary ................................................................................................................................................... 1

PMO Survey Results ....................................................................................................................................................... 3

PMO Customer Satisfaction Survey Overview ........................................................................................................... 3

PMO Customer Satisfaction Survey Summary ........................................................................................................... 4

PMO Service Catalog & Skills ................................................................................................................................. 4

Responsiveness .................................................................................................................................................... 12

Project Management Competency ...................................................................................................................... 13

USIS Survey Results ...................................................................................................................................................... 15

USIS Customer Satisfaction Survey Overview .......................................................................................................... 15

USIS Customer Satisfaction Survey summary .......................................................................................................... 17

Customer Service ................................................................................................................................................. 17

Communication ................................................................................................................................................... 21

Responsiveness .................................................................................................................................................... 24

System Availability ............................................................................................................................................... 28


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1 USIT Customer Satisfaction Survey Results |

USIT CUSTOMER SATISFACTION SURVEY RESULTS

EXECUTIVE SUMMARY

FY11 was the third year that University Services Information Technology conducted its Customer Satisfaction

Survey. We are pleased to present the FY11 findings to you, USIT's customers, together with some discussion andcomparisons with last years results.

University Services Infrastructure Support (USIS) Desktop Support received outstanding feedback on its customer

support, workstation-management, and communications services. Overall satisfaction with Desktop Supports

services rose to 96%, with no individual service receiving dissatisfaction ratings over 7%. Several services received

the highest possible rating from as many as 65% of respondents. Given these uniformly positive results, the key

challenge for Desktop Support in the coming year will be to sustain these high satisfaction levels, even as the

group increases the number of desktops supported.

This year, for the first time, the Desktop Support survey also requested feedback on the new Google services, for

which USIS provides 1st

-line helpdesk support; here, the survey showed satisfaction levels around 81% and

dissatisfaction levels around 15%. In the coming year, the Desktop Support group will also focus on finding ways

to raise levels of satisfaction with Google through increased communication and training.

USIS Data Center & Server Operations group also received highly favorable ratings in this years survey, with

negligible dissatisfaction marks for any of its services. The key finding for the Operations group was the number

of survey respondentsapproximately 50%---who said they cannot evaluate the service. To some extent, this

is expected, since Operations services are typically behind-the-scenes and out-of-sight. Nevertheless, there

may be opportunities to better communicate and educate end-users on the many vital services performed by

Data Center and Server Operations, and the team will examine those opportunities in the coming year.

In the University Services IT Program Management Office (PMO), the survey again examined not only satisfaction

levels, but also degrees of relevance and utilization by business-line departments. As a result of a strategicdecision in 2009 to contract PMO resources and services, business lines participation in PMO-sponsored

enterprise projects remained moderate, decreasing from 41% in FY10 to 29% in FY11.

At the same time, use of PMO-generated templates/ tools/training continued at 65% - 70% of all responders. In

addition, 69% rated project-management consulting as important, and 61% rated hands-on project-management

similarly. These findings suggest that the demand for professional-level project-management skills and services

remains strong across U Services. The PMOs current plans to add a full-time project-manager to its staff, and to

leverage Shared Resources to access business and systems analysts across U Services, should start to help in

addressing some of these needs.

As University Services Information Technology progresses with plans for FY12 and beyond, we will incorporate

this valuable customer feedback and these findings on satisfaction levels. USIT remains committed to sustaining

high levels of satisfaction in areas of top performance, and raising levels in other areas. Please feel free to send

any comments on these survey findings, or any additional feedback or comments about USITs performance,

directly to me or to any of the other members of the USIT management team.


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2 USIT Customer Satisfaction Survey Results |

OVERALL, HOW SATISFIED ARE YOU WITH USIT'S ABILITY TO PARTNER WITH YOU IN IDENTIFYING,

PLANNING AND PRIORITIZING YOUR IT NEEDS?

2011

66% of respondents were either very satisfied or satisfied with USITs ability to partner with them in

identifying, planning and prioritizing their needs. This is an 8% favorable increase from FY10 which was

58%. 6% of respondents were either very dissatisfied or dissatisfied. This is a3% unfavorable increase

from FY10 which was 3%.

VeryDissatisfied

1%

Dissatisfied

5%

Satisfied36%

Very Satisfied

30%

Cannot

evaluate

28%

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0


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3 PMO Survey Results |

PMO SURVEY RESULTS

PMO CUSTOMER SATISFACTION SURVEY OVERVIEW

This survey provides action items for FY2011 work planning and includes feedback on both internal U Services

cross-departmental projects as well as U of M enterprise projects

122 surveys were distributed and 33 people completed the survey (27% response rate). Survey respondents were evenly distributed between management (45%) and staff (55%). More Survey respondents were from business (60%) then IT (40%).

9.1%

33.3%

21.2%

3.0%

0.0%

15.2%

18.2%

DepartmentofPublicSafety(DPS)

AuxiliaryServices

FacilitiesManagement

CapitalPlanning&ProjectManagement

UniversityHealth&Safety

UServicesVPOffice(includesHR,USIT,Finance,Purchasing)

Mgmt,45%

Staff

55%

Position

Business,60%

IT,40%

Role

Department Split


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PMO CUSTOMER SATISFACTION SURVEY SUMMARY

PMO SERVICE CATALOG & SKILLS

Survey Goal: To gauge and assess how often our customers utilize our PMO offered services and what

skills and services are valued.

TO WHAT DEGREE HAVE YOU USED PMO OFFERED SERVICES?

2011

6% have sponsored a project either

often or frequently. This is a 5%

decrease from FY10 which was 11%.

66% of respondents have either never

sponsored a project that is managedby the PMO or only been involved

occasionnally. This is a 23% increase


2011

29% have partipated in a PMO led

project all the time or frequently.

This is a 12% decrease from 2010

which was 41%.

71% responded that they never or

only occasionally participated in a

PMO led project. This is a 12%

decrease from 2010 which was 59%

Do not use, 19,

66%

Use

Occassionally,

8, 28%

Use

Frequently, 1,

3%

Use All The

Time, 1, 3%

Sponsored a project that is managed by the PMO

Do not use, 9,

29%

Use

Occassionally,

13, 42%

Use

Frequently,

6, 19%

Use All The

Time, 3, 10%

Participated in a PMO led project


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2011

23% responded that they used PMO tools

and templates frequently or all the time.

This is an unfavorable 3% decrease from

FY10 which was 26%.

83% responded that they do not use or

only use occasionally PMO provided tools

and templates. This is an unfavorable 6%

increase from FY10 which was 77%.

2011

17% responded that they received

consulting and advice on project

management either frequently or all

of the time. This is a 14% unfavorable


83% responded that they received

consulting advice occasionally or

never. This is a 14% unfavorabledecrease over FY10 which was 69%.

Do not use,

10, 33%

Use

Occassionally,

15, 50%

Use

Frequently, 2,7%

Use All The

Time, 3, 10%

Accessed tools and templates on the PMO web site

Do not use, 12,

40%Use

Occassionally,13, 43%

Use Frequently,

2, 7%

Use All The

Time, 3, 10%

Received consulting and advice on project management

issues and industry best practices


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2011

16% responded that they attended

PMO sponsored training and

professional development events

and workshops frequently or all ofthe time. This is a 8% unfavorable

decrease fromFY10 which was

24%.

84% responded that they attended

PMO sponsored training

occassionally or never. This is an

unfavorable 8% decrease from

FY010 which was 76%.

Do not use, 11,

36%Use

Occassionally,

15, 48%

Use Frequently,3, 10%

Use All The

Time, 2, 6%

Attended PMO sponsored training and professional

development events and workshops


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RATE HOW IMPORTANT THE FOLLOWING PMO OFFERED SERVICES ARE TO YOU R DEPARTMENTS

ABILITY TO MEET UNIVERSITY SERVVICES STRATEGIC OBJECTIVES

2011

61% responded that enterpriseproject management was very

important or important. This is a 6%

unfavorable decrease from FY10

which was 67%.

16% responded that project

management was unimportant. This

is a 6% unfavorable decrease from

FY10 which was 10%.

2011


management consulting was very

important or important. This is a

15% favorable increase from FY10

which was 54%


management consulting was

unimportant. This is a 17% favorable

decrease from FY10 which was 26%

2011

68% responded that self service

tools and templates available on the

PMO website were very important

or important. This is a 2%


which was 70%.

13% responded that self service

tools available on the PMO website

were unimportant. This is a 3%

unfavorable increase from FY10

which was 10%.

Unimportant, 5,

16%

Important, 12,

39%

Very Important,

7, 22%

Cannot

Evaluate, 7,

23%

University Services enterprise project management

Unimportant, 3,

9%

Important, 15,

47%

Very

Important,

7, 22%

Cannot

Evaluate, 7,

22%

Project management consulting

Unimportant, 4,

13%

Important, 16,

52%

Very Important,

5, 16%

Cannot

Evaluate, 6,19%

Self-service tools, templates, best practices and other

resources available @ www.uservices.umn.edu


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2011


management training and professional

development events and workshops

were very important or important. Thisis a 2% unfavorable decrease from FY10

which was 63%.

16% responded that projec t

management training and professional

development workshops were

unimportant. This is a 6% unfavorable


OVERALL, HOW SATISFIED ARE YOU WITH THE SELF-SERVICE TOOLS AND TEMPLATES THAT THE PMO

PROVIDES FOR APPLYING PROJECT MANAGEMENT BEST PRACTICES?

2011

46% were either very satisfied or

satisfied with the self-service tools and

templates that are available on the

PMO website. This is a 36%

unfavorable decrease from FY10 which

was 80%.

16% were dissatisfied with the self-

services tools and templates. This is a

16% unfavorable decrease from FY10

which was 0%

Unimportant,

5, 16%

Important, 14,

45%Very

Important, 5,

16%

Cannot

Evaluate, 7,

23%

Project management training and professional

development events & workshops

VeryDissatisfied

0%Dissatisfied

16%

Satisfied41%

VerySatisfied6%

CannotEvaluate

37%


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HOW SATISFIED ARE YOU WITH THE PMOS SKILLS AND CAPACITY TO COMPLETE ENTERPRISE

PROJECTS

2011

63% responded that theywere eithervery satisfied or satisfied with the

PMOs project managementskills and

capacity to complete enterprise

projecs. This is a slight 4%


which was 67%.

15% were dissatisfied with the PMO

project management skills. This is a

5% favorable decrease from FY10

which was 20%.

2011

56% responded that they were either very

satisfied or satisfied with the PMOs

business analysisskills and capacity to

complete enterprise projects. This is a

slight 1% decrease from FY10 which was

57%.

19% were dissatisfied with the PMOs

business analysis skills. This is a slight 1%favorable decrease from FY10 which was

20%.

2011


satisfied or satisfied with the PMOs quality

assurance skills and capacity to complete

enterprise projects. This is a 33%

unfavorable decrease from FY10 which was

70%.

19% were either dissatisfied or very

dissatisfied. This is a 9% unfavorable


Very

Dissatisfied,

3%

Dissatisfied, 4,

12%

Satisfied, 13,

41%

Very

Satisfied,

7, 22%

Cannot

Evaluate, 7,

22%

Project Management

Very

Dissatisf

1, 3%

Dissatisfied,

5, 16%

Satisfied,

14, 44%Very

Satisfied, 4,

12%

Cannot

Evaluate, 8,

25%

Business Analysis

Very

Dissatisfied,

2, 6%

Dissatisfied,

4, 13%

Satisfied, 11,

34%

Very

Satisfied, 3,

9%

Cannot

Evaluate, 12,

38%

Quality Assurance


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2011

78% responded that they were either

very satisfied or satisfied with PMO

training/documentation skills and

capacity to complete enterpriseprojects. This is a 8% favorable



dissatisfied. This did not change from

FY10.

2011

44% responded that they were

either very satisfied or satisfiedwith the PMOstransition to

customer support for projects.

This is a 6% unfavorable decrease



dissatisfied. This is a 2%

unfavorable increase from FY10

which was 10%.

Very

Dissatisfied, 1,

3%

Dissatisfied, 0,

0%

Satisfied, 17,

53%

Very

Satisfied, 8,

25%

Cannot

Evaluate, 6,

19%

Training/Documentation

Very

Dissatisfied

1, 3%

Dissatisfied, 3,

9%

Satisfied, 12,

38%

Very Satisfied,

2, 6%

Cannot

Evaluate, 14,

44%

Transition to Customer Support


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FY11 Interpretation of Findings: PMO Service Catalog and Skills

Survey Findings Area Impacted Description

U Services Strategic goal: Enterprise culture

Assumption: Not using existing central services creates redundancies for units that create their own services that

increases costs, decreases professional development and limits cross- organizational learning.

Finding 1: Central repository ofproject management tools,

templates, examples/samples is

under-utilized.

All areas (PM, BA, QA andtraining/technical writing)

All project teams departmentaland enterprise and Managed Work,

Fast-track and Enterprise should

be using PMO templates.

Finding 2: PMO primary role to

deliver enterprise projects and

professional development (versus

departmental project delivery)

appears unclear

All areas PMOs focus is enterprise projects

and professional development.

Finding 3: The impact of no PMO PM

(Previous PM was on stimulus and

was assigned to 2 projects full-time)

and no PMO BA has not been fully

understood by departments

expecting these services

All areas PMOs ability to consult, mentor

and coach has been severely

impacted by resource reductions.

FY11 Steps to Address Finding:

Position Item Description Process Owner

Director, PMO Project Delivery Continue to focus on the Small Project

concept, making sure the values of project

management are translated to short,

small departmental projects as well as

large enterprise projects.

Leverage EPM 2010.

William Kanfield

Staff Documentation Continue to share examples/samples of

completed documents within the US PMO

website.

Given PMO staffing levels, carefully set

and manage PMO involvement

expectations.

Diane Kleinman

Aaron Demenge

Dan Sward

Staff Project Delivery Continue to refine, react and identify

industry updates within the individual

PMO practices of Project Management,

Business Analysis, Application

Development, Quality Assurance and

Professional Development.

All


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RESPONSIVENESS

HOW SATISFIED ARE YOU WITH THE RESPONSIVENESS OF THE PMO TO YOUR REQUESTS FOR

PROJECT MANAGEMENT CONSULTING?

Survey Goal: To gauge and assessresponsiveness of the PMO customer

requests.

FY2011


satisfied or satisfied with the

responsiveness of the PMO for project

consulting. This is a 11% favorable



dissatisfied. This is a 3% unfavorable


FY11 Interpretation of Findings: Customer Service

Survey Finding Area Impacted Description

U Services Strategic Goal: Excellent Service

Assumption: The PMO needs to be responsive to the needs of our customers or they will not continue to use PMO

project management services

Finding 1: Increased

satisfaction of PMO

responsiveness

All PMO was still able to respond to project

delivery requests, in part by expanded roles

and responsibilities within the PMO and shared

services.

FY11 Steps to Address Finding:

Category Item Description Process Owner

Director, PMO SLA Review current Service Level Agreements to

ensure that the obligations documented

match the reduced staffing of the PMO.

William Kanfield

Director, PMO Work Assignments Revised the process of incoming project

management and project delivery requests

for a more streamlined response using the

EPM 2010 portfolio and proposal profiles.

William Kanfield

Staff Project Delivery Log and communicate all consulting

requests to sequence and assign.

Become proficient in creating actionable

Statement of Work documents.

All

VeryDissatisfied

0%

Dissatisfied3%

Satisfied47%

VerySatisfied16%

CannotEvaluate34%

How satisfied are you with the responsiveness of

PMO to your requests for project management

consulting?


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PROJECT MANAGEMENT COMPETENCY

PROJECT MANAGEMENT COMPETENCY IS THE ABILITY TO PLAN, ORGANIZE AND MANAGE

RESOURCES IN ORDER TO SUCCESSFULLY SOLVE PROBLEMS BY COMPLETING A PROJECT WITHIN

SCOPE, SCHEDULE AND BUDGET. PLEASE SELECT A COMPETENCY RANKING FOR THE FOLLOWING:

2011


either very proficient or proficient

in project management

competency. This is a 16%

favorable increase from FY10

which was 41%.

23% felt that they were only

somewhat proficient.

2011

57% responded that their

department was either very

proficient or proficient in project

management competency. This is

a 11% favorable increase from

FY10 which was 46%.

43% felt that their department

was somewhat proficient or not

at all proficient in project

management compentency. This

is a 7% favorable decrease from

FY10 which was 50%.

Not at all

proficient, 1,

3%

Somewhat

proficient, 12,

37%Proficient, 14,

44%

Very Proficient,

4, 13%

N/A, 1, 3%

Your own project management competency

Not at all

proficient, 3,

9%

Somewhat

proficient, 11,

34%Proficient, 12,

38%

Very

Proficient, 6,19%

N/A, 0, 0%

Your department's project management competency


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2011

51% responded that the PMO was

either very proficient or proficient

in building project management

competency. This is anunfavorable 2% decrease from

FY10 which was 53%

23% felt that the PMO was

somewhat proficient or not at all

proficient in building project

management compentency. This

is a 7% unfavorable decrease


FY11 Interpretation of Findings: Project Management Competency



Assumption: Departments must be proficient in project management methodology of all disciplines (project

management, business analysis, quality assurance and training) to increase the total delivery capacity of University

Services.

Individual Project Management

Competency

Finding 1: Stated individual

proficiency increased

All areas Self-assessment of individual project

management skills increased during the

period.

Departmental Project

Management Competency

Finding 2: Stated departmental

proficiency increased

All areas Self-assessment of departmental project

management skills increased during the

period.

Steps to Address Finding:


CIO Communications Continue to reinforce within UServices

leadership the importance of

methodological project management

approach to doing more with less.

Steve Levin

Director, PMO Project Delivery Continue EPM 2010 training as well as

project management refresher

workshops.

William Kanfield

Staff Training Communicate importance of documenting

benefits realized for all projects delivered.

Diane Kleinman

Not at all

proficient, 1,

3%

Somewhat

proficient, 6,20%

Proficient, 10,

32%Very

Proficient

, 6, 19%

N/A, 8, 26%

The PMO's ability to assist in building project

management competency in your department


17/31


15 USIS Survey Results |

USIS SURVEY RESULTS

USIS CUSTOMER SATISFACTION SURVEY OVERVIEW

This survey sets a baseline for the future and provides action items for FY2012 work planning. It also

validates recent changes and gains in successful technology solutions and resource skills/capabilities.

264 surveys were distributed and 89 people completed the survey (34% response rate). Survey respondents were distributed between management (43%) and staff (57%). Significant majority of respondents (94%) were from business users in the departments we

support (FM, CPPM, DPS, UHS, U Services VP Office). 6% of responses were from IT users in

these departments.


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DepartmentofPublicSafety

(DPS)2%

FacilitiesManagement

(FM)40%

CapitalPlanning&Project

Management(CPPM)8%

UniversityHealthandSafety(UHS)

18%BuildingCodesDivision(BCD)

5%

UServicesVPOffice(includesHR,USIT,Finance&Purchasing)

27%

What business unit do you work for?

Management43%

Staff57%

Management and Staff

Business61%

InformationTechnology

(IT)39%

Business and IT Split


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USIS CUSTOMER SATISFACTION SURVEY SUMMARY

CUSTOMER SERVICE

Survey goal: To gauge and assess the overall quality of our customer service

Are USIS Staff courteous and professional when responding to your issue or request?

2011

Systems Support

96% found the Systems Support staff

to be courteous and professional

either always or most of the time.

This was a 7% favorable increase from

2010 which was 89%.

4% found the staff to be courteous

and professional sometimes or never.

This was a 4% favorable decrease

from 8% in FY10.

Data Center Operations

45% found the Data Center

Operations staff to be courteous and

professional either always or most ofthe time. This is a 16% unfavorable


2% found the staff to be courteous

and professional sometimes. This

was the same as in FY10.

Never, 1, 1%Sometimes, 2,

3%

Most of the

time, 10, 12%

Always, 70, 84%

Cannot

Evaluate, 0, 0%

Systems Support (Desktop)

Never, 0, 0% Sometimes, 1,

2%Most of the

time, 5, 7%

Always, 26, 38%Cannot

Evaluate, 36,

53%

Data Center Operations (Server)


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2011

66% were satisfied or very satisfied

with the process for ordering new

hardware and software. This is a

1% favorable increase from FY10which was 65%.

4% were dissatisfied with the

process for ordering new hardware

or software. This was an 8%

favorable decrease from 12% in

FY09.

2011

93% responded that theywere either very satisfied or

satisfied with the standard

hardware and software

configuration. This was a 5%


which was 88%.

1% were dissatisfied with was

a 2% favorable decrease from

FY10 which was 3%.

VeryDissatisfied

1%

Dissatisfied4%

Satisfied18%

VerySatisfied48%

CannotEvaluate29%

How satisfied are you with the process for ordering new

desktop hardware or software from Systems Support?

VeryDissatisfied

0%

Dissatisfied1%

Satisfied45%VerySatisfied

48%

CannotEvaluate

6%

Are you satisfied with the standard hardware and softwconfiguration that is provided by Systems Support?


21/31



Overall, how satisfied are you with the suppport offered by University Services Infrastructure

Support (USIS) during the past year?

2011

Systems Support

96% responded that they were very

satisfied or satisfied with the support

offered by USIS Systems Support.

This is a 3% favorable increase from

FY10 which was 93%.

4% were dissatisfied with the support

offered by USIS. This is the same as in

FY10.

Data Center Operations

54% responded that they were very

satisfied or satisfied with USIS Data

Center Operations support. This is an


which was 72%.

1% were dissatisfied with the supportprovided by Data Center Operations.

This is a 1% unfavorable increase


Very

Dissatisfied

1%

Dissatisfied

3%

Satisfied

17%

Very Satisfied

79%

Cannot

Evaluate

0%


Very

Dissatisfied

0%

Dissatisfied

1%

Satisfied

20%

Very Satisfied34%

Cannot

Evaluate

45%



22/31



Interpretation of Findings: Customer Service


U Services strategic goal: Valued Partnerships

Assumption: Dissatisfied users could result in less use of central services, increasing organizational costs through

redundant servicing or risk by doing configuration.

Increased satisfaction

with USIS customer

service and

hardware/software

standards

Customer Service Successful FY10 actions included increasing staff

awareness of excellent customer service along with

improving and providing some flexibility with

hardware and software standards and processes.

Inconsistent

understanding of Data

Center provided services

Customer Service Some customers were unaware of who the Data

Center team is and what specific services were

provided.



Staff Training/CustomerService

Continue refreshing Customer Serviceskills with articles, discussions and OHR

assistance.

Peggy Talbot

Staff Training/Technical Continue expanding technical knowledge

to offer improved technical solutions to

customers.

Peggy Talbot

Administration Communication Consider cost/benefit to better

marketing of Data Center team and

services (especially Business Application

Consulting), to raise visibility.

Gabe Garlets


23/31



COMMUNICATION

Survey Goal: To gauge and assess how effective communications is between USIS and our customers.

2011


always or most of the time kept

informed abut the status of

requests or issues that couldnt be

resolved immediately. This is an

10% favorable increase from FY10

which was 83%.

5% responded that they

sometimes were not kept

informed about the status of

requests that could not be

resolved immediately. This is a 9%

favorable decrease from FY10

which was 14%.

Never1% Sometimes

4%

Mostofthetime27%

Always66%

CannotEvaluate

2%

Are you kept informed about the status of your request orissue that cannot be resolved immediately?


24/31



2011


kept informed about planned

system downtime most of the

time or always. This is a 5%


which was 95%

87% responded that they

were kept informed about

unplanned system

downtime. This is a

3%favorable increase from

FY10 which was 84%.

Never0%

Sometimes0% Mostofthe

time

4%

Always96%

Cannot

Evaluate0%

Are you kept informed about PLANNED system downtime

(e.g., scheduled monthly maintenance)?

Never1%

Sometimes7%

Mostofthetime

23%Always64%

CannotEvaluate5%

Are you kept informed about UNPLANNED system downtime

(e.g., unexpected system issues or outages)?


25/31



Interpretation of Findings: Communication


U Services strategic goal: Excellent Service

Assumption: Knowledge of outages

planned and unplanned

allows effective decision-making around how

University Services maintains business operations.Increased satisfaction with customer

communication

Excellent Service Enhancing communication to

customers and setting expectations for

service on incidents. Expanding

communication to customers regarding

planned and unplanned outages,

including working with department IT

Directors.


Category Item Description Process OwnerStaff Service Center

enhancements

Continue to improve Incident/Problem

management ticketing updates for

customer and USIS knowledge

documentation.

Peggy Talbot/USIS

Staff

Management Communication Discuss alternative customer

communication tools or process in the

event E-mail and/or network is down.

Gabe/Peggy


26/31



RESPONSIVENESS

Survey Goal: To gauge and assess how our customers feel about the response time of the USIS help

desk.

How satisfied are you with the response time from USIS after contacting them?

2011

93% of respondents were either

very satisfied or satisfied with the

USIS help desk response time. This

is a 8% favorable increase from

FY10 which was 85%.

7% were very dissatisfied or

dissatisfied. This is a 5% favorable

decrease from FY10 which was12%.

49% of respondents were either very

satisfied or satisfied with Data Center

Operations response time. This is a


which was 58%.

2% were very dissatisfied or

dissatisfied. This is a 2% favorable


Very

Dissatisfied

5%Dissatisfied

2%

Satisfied

14%

Very Satisfied

79%

Cannot

Evaluate

0%


Very

Dissatisfied

1%

Dissatisfied

1%

Satisfied

17%

Very Satisfied

32%

Cannot

Evaluate

49%



27/31



When you make a request or report an issue to USIS, is it generally resolved in a satisfactory

manner?

2011

94% responded that issues that werereported to USIS Help Desk were

resolved in a satisfactory manner all

of the time of most of the time. This

is a 3% favorable increase from FY10

which was 91%.

6% responded that issues were

resolved in a satisfactory manner

never or sometimes . This is the same

as in FY10.

2011

46% responded that issues that

were reported to Data Center

Operations were resolved in a

satisfactory manner all of the time

of most of the time. This is a 16%


which was 62%.

2% responded that issues were

resolved in a satisfactory manner

sometimes . This is a 1% favorable


Never

1% Sometimes5%

Most of the

time

29%All of the time

65%

Cannot

evaluate

0%


Never

0%

Sometimes

2%

Most of the

time

21%

All of the time

25%

Cannotevaluate

52%



28/31



2011

90% responded that simple

requests were handled in a timely

and accurate manner always or

most of the time. This is a 1%

improvement from FY10 which

was 89%.

5% responded that simple


manner only sometimes. This is a

4% favorable decrease from FY09

which was 9%.

2011

95% responded that more complicated


manner always or most of the time. This

is an 13% favorable increase from FY10

which was 82%

5% responded that more compicated


manner sometimes. This is a 6%favorable decrease from FY10 which was

11%.

Never0%

Sometimes3% Mostofthe

time11%

Always79%

CannotEvaluate

7%

Are simple requests to Systems Support such as new

account requests or password resets handled in a timely

and accurate manner?

Never0%

Sometimes5%

Mostofthetime32%Always

63%

CannotEvaluate

0%

Are more complicated requests to Systems Support

such as desktop hardware and software installations

handled in a timely and accurate manner?


29/31



Interpretation of Findings: Responsiveness


U Services strategic goal: Excellent Service

Assumption: Seamless desktop support is critical for the level of desktop automation used within University

Services and expected by business users.

Customer survey results have

increased in the area of

Responsiveness, especially the

survey results that have moved

from Most of the Time to Always

ratings.

Excellent Service Technical enhancements and staff

training have improved response

time to issues and requests

resulting in increased customer

satisfaction. Sharing monthly

metric results have also educated

the customer in regards to service

levels.



Staff SLAs / Reporting Continue to improve communication andexpectation of service deliverables by

creating a dashboard with updated

strategic and operation metrics.

Peggy Talbot

System SLAs / Availability Continue to monitor system availability

and proactively look for opportunities for

improvement.

Gabe Garlets

System SLAs / Performance Consider cost / benefit of incorporating

application efficiency improvements, such

as x.500 authentication, for more

applications.

Gabe Garlets


30/31



SYSTEM AVAILABILITY

Survey Goal: To gauge and assess how our customers feel about the availability of the systems that

they work with.

BI

CCURE

COMPASSEnterprise

applications

File storage

& printing

GIS

RPDMS

Unifier

Other

0

10

20

30

40

50

60

70

Very Dissatisfied

Disatisfied

Satisfied

Very Satisfied

Cannot Evaluate


31/31


*This question was added in FY11

Interpretation of Findings: System Availability



Assumption: Appropriate system availability is critical for the University and University Services to complete its mission.First year results after move to

Google for Gmail and Calendar

Excellent Service While E-mail and calendar system availability

has improved after moving to Google, USIS

will need to educate customers on

functionality to increase satisfaction.



Staff Enhance communications related to

systems and application availability.

Peggy Talbot/Gabe

Garlets

Staff Enhance USIS website with Google

tips/tricks/knowledge base articles.

USIS Systems Support

staff

3 3

12

5

50

38

1821

0

6

0

10

20

30

40

50

60

Gmail and Calendar Functionality Gmail and Calendar Suppport

What is your level of satisfaction with Gmail & Calendar?

Very Dissatisfied

Disatisfied

Satisfied

Very Satisfied

Cannot Evaluate

Usit Fy11 Cust Satisfaction

Documents