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Seattle Community Colleges District IT Advisory Committee

Seattle Community Colleges District IT Advisory Committee. Information Technology Services Customer Service Survey Results. Fall, 2009. The Survey. Distributed online May, 2009 To Faculty and Staff At all campuses. Survey Respondents by Campus. Central. North. District. South.

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Seattle Community Colleges District IT Advisory Committee

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  1. Seattle Community Colleges District IT Advisory Committee Information Technology Services Customer Service Survey Results Fall, 2009

  2. The Survey Distributed online May, 2009 To Faculty and Staff At all campuses

  3. Survey Respondents by Campus Central North District South SVI 5 67 140 17 107

  4. Survey Respondents by Type of User Students are not proportionately represented because the survey was not officially distributed to students – some campuses had more students respond. Some had none. 32 83 139 92 User data by job type is less useful in comparisons where n<5 Student Faculty Classified Exempt

  5. Scored Responses Across All Campuses Needs Improvement Fair Satisfactory Good Excellent Timely Response to Requests 28 8.4% 32 9.6% 62 18.7% 86 25.9% 120 36.1% Quality of Service 26 7.8% 22 6.6% 60 18.1% 77 23.2% 141 42.5% Customer Service Level 30 9.0% 22 6.6% 58 17.5% 85 25.6% 130 39.2% Maintain Daily IT needs 40 12.0% 38 11.4% 58 17.5% 92 89 27.7% 26.8% Innovative IT Solutions 54 16.3% 46 13.9% 69 20.8% 73 55 22.0% 16.6%

  6. Scored Responses Across All Campuses 54 46 69 73 55 Innovative IT Solutions 40 38 58 92 89 Maintain Daily IT needs 30 22 58 85 130 Customer Service Level Needs Improvement Fair 26 22 60 77 141 Quality of Service Satisfactory Good 28 32 62 86 120 Timely Response to Requests Excellent 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% All campuses score high on day-to-day customer helpdesk Consistent lower scores on Innovation

  7. Responses by Campus Innovative IT Solutions Customer Service Levels Maintain Daily IT needs Timely Response to Requests Quality of Service Score 0 1 2 3 4 5 SVI South North District Central

  8. Qualitative Scoring Methodology Category Clusters • Subcommittee of Faculty & Staff Customer Contact Management • All text responses read individually and categorized based on content Management and Decision Making Hardware and Infrastructure • Categories created based on customer comments Non-IT Supported Categories • Categories clustered Innovation IT Consolidation / Collaboration

  9. Customer Contact Management Includes both positive and negative comments about the IT Department’s level of customer service and communication. This category also includes evening coverage, remote access, and user training – all of which were requested by users as a way to improve the customer experience. This is the most visible cluster of categories found in the qualitative data from the survey. It includes comments about customer service and communication, which is difficult to measure and compare across the different campuses. Positive Communication Negative Communication Positive Customer Service Negative Customer Service Notifications of Changes Administrative Rights for Users Department Specific Tech Support Evening or Home Coverage Remote Access User Training Non-Standard Accommodation It should be noted that some of the respondents shared a level of frustration that indicated that, at all 5 locations, IT needs to make a far greater effort to be perceived as listening to the needs of its users and keeping users informed about technology changes that affect them in their jobs. Some specific requests were for users to have administrative rights on their own computers, or for departments to have their own dedicated tech support. Positive and Negative Customer Service and Communication refer to areas where IT departments either excel or need to improve. Negative communication generally refers to comments about not getting the word out about changes or innovations. This might include more frequent surveys, focus groups, more pro- active and inclusive contact with faculty and staff.

  10. Positive and Negative Communication by Campus and Employee Type This is a comparison of each campus’ communication, positive vs negative. The communication category refers to comments from users pertaining to the give and take of information with the IT department staff. Positive Communication includes comments like “They clearly explained …” or “They are well in touch with us …” Negative Communication includes comments from users who feel that IT needs to do a better job of “getting the word out” about changes to the system, new technologies, etc. This category incorporates comments about a lack of communication rather than bad communication per se. Comments in this category also clearly indicate a need for IT to listen better to its customers before taking action. Suggested action items from respondents: • More regular surveys of users • Focus groups with faculty, staff, and students • More user training – classes and one-on-one

  11. Positive and Negative Customer Service by Campus and Employee Type This category refers to comments from users pertaining to levels of customer service from the IT Department. Positive Customer Service includes comments like “They are always there when I need them.” There are several references to good problem solving skills, fast response, good turnaround time. Negative Customer Service includes comments like “I can never find them when I need them.” There are references to IT staff treating users in a less than respectful way, treating them like they were “stupid.” Comments in this category referred to fixing things at times that were inconvenient for users without proper notification, speaking down to users, and not being accessible. Interesting notes: some comments fell into both the negative and positive customer service categories. some campus customer service comments were actually referring to customer service from District or SBCTC-IT. customer service at the help desk level received mostly positive comments; however, second level support and management decisions received more negative comments.

  12. Management and Decision Making This cluster includes customer comments about improved IT management overall, including increased collaboration and cooperation with faculty, students and staff in IT decision-making. Management / Decision Making Funding IT Planning Purchasing IT The categories of IT Planning and Purchasing fall into the Management / Decision Making purview as well. Comments in this area refer to IT’s need to share decision-making or to better incorporate user input in management planning.

  13. Hardware and Infrastructure This cluster includes those items that customers saw as lacking or causing them problems such as old desktop or server hardware that caused slowness or system crashes. Hardware Storage Space Slowness Mac Support Printing Wireless / Mobile Supp It also includes requests for better wireless coverage and additional support for MAC’s and printing.

  14. Non-IT Supported Categories It should be noted that all campuses were scored lower on customer service in the following categories, over which campus-based IT services at most campuses have no control to improve service levels, like Email, eLearning, HP3000 support, physical facilities, including construction, HVAC, etc. Email Problems Non-standard accommodation eLearning HP3000 Issues Facilities / Construction / HVAC Classroom modifications Non-IT Supported A consideration for Enterprise IT is that support of some of these non-IT areas is not consistent across campuses in the District or the State. TLC, Media Services, and eLearning vary in their reporting. This category also includes some non-supported items like requests for various software packages or technologies that only serve the needs of one class or one person, or which conflict with standard IT configurations. An example would be support of televisions on campus.

  15. Innovation This cluster includes the many customer requests (and some accolades) for electronic forms, simplified and automated processes, and recommendations for some open-source and / or lower cost solutions to ongoing issues, like student email accounts. Help Ticket System Process Improvement Data Mining / Reporting Unified Login Automated Password reset Innovation Web Design Software Student Email/Apps Comments about Citrix (positive and negative) fall into this category, as well as electronic personnel forms and processes. This may be the area in which IT can make the most visible progress in meeting users’ needs.

  16. IT Consolidation / Collaboration This cluster includes comments recommending (or in one case, not recommending) standardization and / or consolidation of IT Services across the multiple locations of the District. Consolidation Standardization SVI had no comments for or against these categories. The proposal has not been publicized much beyond top management and the District IT Advisory Committee, so a high rate of response was not expected.

  17. Campus Based Analysis This section measures how each campus scored on the various qualitative categories

  18. Positive and Negative Communication by Campus and Employee Type Communication by Job Category Central 35.0% 0.2 31.6% 0.18 30.0% 0.16 17.4% 25.0% 0.14 0.12 20.0% 0.1 15.0% 0.08 9.7% 9.1% 9.7% 9.1% 10.0% 0.06 1.8% 4.8% 0.04 5.0% 4.3% 0.02 0.0% 0 Positive Negative Communication Communication Positive Communication Negative Communication Central

  19. Positive and Negative Customer Service by Campus and Employee Type Customer Service Customer Service by Job Category 70.0% 100.0% 60.0% 90.0% 86.4% 50.0% 80.6% 80.0% 40.0% 70.0% 30.0% 56.1% 60.0% 20.0% 50.9% 42.9% 50.0% 10.0% 40.0% 25.8% 0.0% 22.7% 30.0% Postive Customer Service Negative 14.3% 20.0% 9.5% 4.8% 10.0% 0.0% Positive Customer Service Negative Customer Service Central

  20. Management and Decision Making 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Faculty Faculty Faculty Faculty Other Other Other Other Student Student Student Student Classified Exempt Classified Exempt Classified Exempt Classified Exempt Funding IT Management / Dec Mkg Planning Purchasing IT Central

  21. Hardware / Network / Infrastructure 60.0% 56.5% 50.0% 40.0% 30.0% 20.0% 15.9% 10.0% 3.6% 3.6% 2.2% 0.0% Hardware Mac Support Slowness (Net/Hdw) Storage Space Wireless / Mobile Supp Central

  22. Non-IT Supported Categories 180.0% 160.0% 140.0% 120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% Faculty Faculty Faculty Faculty Faculty Other Other Other Other Other Student Student Student Student Student Exempt Exempt Exempt Exempt Classified Classified Exempt Classified Classified Classified eLearning Email Problems HP3000 Issues Non-IT Supported Non-standard accom Central

  23. Innovation 80.0% Part 1 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Faculty Faculty Faculty Faculty Other Other Other Other Student Student Student Student Exempt Exempt Exempt Exempt Classified Classified Classified Classified Innovation Web Services / Design Process Improvement Software Central

  24. Innovation 30.0% Part 2 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Other Other Other Other Other Faculty Faculty Faculty Faculty Faculty Student Student Student Student Student Classified Exempt Classified Classified Exempt Classified Exempt Classified Exempt Exempt Data Mining / Reporting Help Ticket System Student Email/Apps Unified Login Automated Pwd reset Central

  25. IT Consolidation / Standardization 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Classified Classified Exempt Exempt Other Other Student Student Faculty Faculty IT Consolidation Standardization Central

  26. Positive and Negative Communication by Campus and Employee Type 90.0% Positive and Negative Communication 80.0% 0.9 0.8 76.6% 70.0% 0.7 60.0% 0.6 50.0% 0.5 40.0% 0.4 0.3 30.0% 0.2 20.0% 0.1 10.0% 1.6% 0 Positive Communication Negative Communication 0.0% Exempt Exempt Faculty Faculty Classified Classified Other Other Positive Communication Negative Communication South

  27. Positive and Negative Customer Service by Campus and Employee Type 90.0% Customer Service 80.0% 0.8 70.0% 71.9% 0.7 60.0% 0.6 54.7% 50.0% 0.5 40.0% 0.4 0.3 30.0% 0.2 20.0% 0.1 10.0% 0 Positive Customer Service Negative Customer Service 0.0% Classified Classified Exempt Exempt Other Other Faculty Faculty Positive Customer Service Negative Customer Service South

  28. Management and Decision Making 50.0% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Faculty Faculty Faculty Faculty Other Other Other Other Classified Exempt Classified Exempt Classified Exempt Classified Exempt Management / Dec Mkg Planning Funding IT Purchasing IT South

  29. Hardware / Network / Infrastructure 0.2 18.8% 0.18 0.16 0.14 12.5% 0.12 0.1 0.08 0.06 4.7% 0.04 0.02 1.6% 0.0% 0 Hardware Mac Support Slowness (Net/Hdw) Storage Space Wireless / Mobile Supp South

  30. Non-IT Supported Categories 50.0% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Classified Classified Classified Classified Classified Exempt Exempt Exempt Exempt Exempt Other Other Other Other Other Faculty Faculty Faculty Faculty Faculty eLearning Email Problems HP3000 Issues Non-IT Supported Non-standard accom South

  31. Innovation 30.0% Part 1 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Exempt Exempt Exempt Exempt Classified Classified Classified Classified Other Other Other Other Faculty Faculty Faculty Faculty Innovation Web Services / Design Process Improvement Software South

  32. Innovation 14.0% Part 2 12.0% 10.0% 8.0% 6.0% 4.0% 2.0% 0.0% Classified Exempt Classified Classified Classified Classified Exempt Exempt Exempt Exempt Other Other Other Other Other Faculty Faculty Faculty Faculty Faculty Data Mining / Reporting Help Ticket System Student Email/Apps Unified Login Automated Pwd reset South

  33. IT Consolidation / Standardization 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Exempt Exempt Classified Classified Other Other Faculty Faculty IT Consolidation Standardization South

  34. Positive and Negative Communication by Campus and Employee Type 60.0% 0.35 32.7% 50.0% 0.3 0.25 40.0% 22.4% 0.2 30.0% 0.15 0.1 20.0% 0.05 10.0% 0 Positive Communication Negative Communication 0.0% Exempt Exempt Classified Classified Faculty Faculty Student Student Positive Communication Negative Communication North

  35. Positive and Negative Customer Service by Campus and Employee Type 120.0% 100.0% 0.9 78.5% 0.8 80.0% 0.7 0.6 60.0% 0.5 0.4 40.0% 0.3 20.6% 0.2 0.1 20.0% 0 Positive Customer Service Negative Customer Service 0.0% Exempt Exempt Classified Classified Faculty Faculty Student Student Positive Customer Service Negative Customer Service North

  36. Management and Decision Making 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Exempt Classified Classified Classified Classified Exempt Exempt Exempt Student Student Student Student Faculty Faculty Faculty Faculty Funding IT Management / Decision Making Planning Purchasing IT North

  37. Hardware / Network / Infrastructure 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Classified Classified Classified Classified Classified Exempt Exempt Exempt Exempt Exempt Student Student Student Student Student Faculty Faculty Faculty Faculty Faculty Hardware Mac Support Slowness (Net/Hdw) Storage Space Wireless / Mobile Supp North

  38. Non-IT Supported Categories 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Exempt Exempt Exempt Exempt Exempt Classified Classified Classified Classified Classified Faculty Faculty Faculty Faculty Faculty Student Student Student Student Student eLearning Email Problems HP3000 Issues Non-IT Supported Non-standard accom North

  39. Innovation 40.0% Part 1 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Exempt Exempt Exempt Exempt Classified Classified Classified Classified Faculty Faculty Faculty Faculty Student Student Student Student Innovation Web Services / Design Process Improvement Software North

  40. Innovation 12.0% Part 2 10.0% 8.0% 6.0% 4.0% 2.0% 0.0% Exempt Exempt Exempt Exempt Exempt Classified Classified Classified Classified Classified Student Student Student Student Student Faculty Faculty Faculty Faculty Faculty Data Mining / Reporting Help Ticket System Student Email/Apps Unified Login Automated Pwd reset North

  41. IT Consolidation / Standardization 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Exempt Exempt Faculty Faculty Classified Classified Student Student IT Consolidation Standardization North

  42. Positive and Negative Communication by Campus and Employee Type 120.0% 100.0% 0.9 80.0% 0.8 80.0% 0.7 0.6 60.0% 0.5 0.4 40.0% 0.3 0.2 20.0% 0.1 0.0% 0.0% 0 Classified Classified Exempt Exempt Positive Negative Communication Communication Positive Communication Negative Communication SVI

  43. Positive and Negative Customer Service by Campus and Employee Type 120.0% 0.9 100.0% 80.0% 0.8 80.0% 0.7 0.6 60.0% 0.5 40.0% 0.4 40.0% 0.3 20.0% 0.2 0.1 0.0% Exempt Exempt Classified Classified 0 Positive Negative Customer Service Customer Service Positive Customer Service Negative Customer Service SVI

  44. Management and Decision Making No data was reported in this category for SVI SVI

  45. Hardware / Network / Infrastructure SVI

  46. Non-IT Supported Categories 30.0% 28.6% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% 0.0% Classified Exempt SVI

  47. Innovation 17.0% 16.5% 16.0% 15.5% 15.0% 14.5% 14.0% 13.5% 13.0% Classified Exempt SVI

  48. IT Consolidation / Standardization No data was reported in this category for SVI SVI

  49. Positive and Negative Communication by Campus and Employee Type 120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% Exempt Exempt Classified Classified Other Other Faculty Faculty Positive Communication Negative Communication District

  50. Positive and Negative Customer Service by Campus and Employee Type 140.0% Customer Service by Job Category 1 120.0% 94.1% 0.9 100.0% 0.8 70.6% 0.7 80.0% 0.6 60.0% 0.5 0.4 40.0% 0.3 20.0% 0.2 0.1 0.0% Exempt Exempt Classified Classified Other Other Faculty Faculty 0 Positive Customer Service Negative Customer Service Positive Customer Service Negative Customer Service District

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