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ORGANIZATIONAL SUMMARY

ORGANIZATIONAL SUMMARY. Customer Support and Quality of Service Assurance Carol Craig. Core Goals. Efficiency Meet quality assurance standards and metrics Enhance ease of doing business Enhance technical skills Customer Experience Enhance quality of service Increase customer satisfaction

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ORGANIZATIONAL SUMMARY

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  1. ORGANIZATIONAL SUMMARY Customer Support and Quality of Service Assurance Carol Craig

  2. Core Goals • Efficiency Meet quality assurance standards and metrics Enhance ease of doing business Enhance technical skills • Customer Experience Enhance quality of service Increase customer satisfaction Outreach (survey, orientations, feedback, Leavey, USG) • Growth New applications (Kuali Financial Systems, Office 365, Pinnacle, Trojan Time, Workday) Cross train (develop multi skilled team members) Emerging trends (software and management cloud solutions, voice, shared services)

  3. Critical Services & Customers • Customer Support Center - phone, email, walk-in for network connectivity/applications • Call Center - operators and after hours answering services • Communications Services Group - voice and data services for moves, adds, changes • Network Operations Centers - monitoring of network, systems, applications, data center • Kuali/User Support - phone, email, IssueTrak support for Kuali Financial System • Desktop Support - Financial Business Services and ITS (future) • Scanning - scan, verify, and store documents •  Production Control - print and distribute university documents • Statistical Computing Support – software installation, computing consultation

  4. Organizational Chart

  5. Key Accomplishments for FY13 • Pinnacle IS1 • ITS Customer Satisfaction Survey • Cross trained (NOC, Kuali, CSC, Operators)

  6. Core Projects for FY14 • Training staff (KFS, O365, Trojan Time, Workday) • TMIS IS2 - training of CSG/CSC, NOC staff • Desktop support for internal ITS

  7. Additional Information2012 Metrics • CSC - answered 45,466 help desk calls, 25,554 emails, 2186 Leavey walk-ins • Blackboard - answered 2,874 • CSG - answered 13,709 voice/data calls, completed 13,111 customer service requests • NOC - answered 7,530 calls • Operators - answered 86,727 calls • Kuali/User Support - answered 2,917 calls (no stats prior to fourth quarter) • Scanning - approximately 2.3M pages • Production Control - approximately 8,481 courier drop-offs and pickups

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