Quality Service Model

Quality Service Model Decision Maker Services June 2, 2004

Decision Maker Charge • Analyze current and future service offerings to determine “packages” of services needed by users. • Explore (research and define) the most effective model for communication with users. • Explore and design a model for service delivery of all information services activities for user.

Process • Interviews with Decision Makers • Brainstorming Sessions • Vision Exercises

Interviews, Introduction I am serving on an Information Services committee to determine the data and information needs of decision makers on campus. We are asking you to participate in a pilot survey of decision makers. We’d like to get your feedback on what kind of information and data you need to make decisions, whether and how you are receiving this information, and how we can improve the delivery and availability of these services. We hope you will be completely candid with us about what is going well and what needs improvement. We will compile our responses and keep the individual identities of those we interview confidential.

Recommendations Through the committee’s process of discussion and interviews over the last 6 months the following recommendations are submitted for consideration. This is the beginning step towards identifying decision makers’ needs and concerns.

Recommendations The following recommendations are not in priority order. While some of these recommendations are being addressed by various IT projects, all are included because further understanding and development is still needed.

Information Access Decision makers should have easier access to information.

Equipment/Environment Every decision maker should have reliable equipment and an adequate and stable environment suitable to their needs to do their work.

Training and Communication Decision makers should be informed about what information services are currently available on campus as well as those that are in development, including any possible costs and charges.

Data Integrity Decision makers should have reliable, accurate, accessible, integrated data and information that can be trusted.

Data Culture Decision makers should be made aware of the tools that are currently available and recognize the importance of data in making decisions.

Services Selected systems and ‘help and support’ need to be available 24/7.

Communication Efficiencies The amount of SPAM, email viruses, and email service disruptions need to be eliminated and limits on mailboxes need to be increased. In addition, guidelines for email headers should be designed and communicated.

Next Steps • Additional Information from Decision Maker Support Staff and Middle Management • Due to the Short time frame, follow-up needed • Decision makers take Security for granted

Facilitators, Consultants, Sponsor Keith Russell Gail Schaplowsky Richard Katz Jerree Catlin Donna Liss

Leads, Participants Diane Goddard Diana Robertson Sheri Blessing Phillips Mary Burg John Dillard Linda Fund Jim Gergen Susanne Clement Bob Turvey

Quality Service Model