usit fy11 cust satisfaction
TRANSCRIPT
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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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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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4 PMO Survey Results |
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
from FY10 which was 89%.
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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5 PMO Survey Results |
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
decrease from FY10 which was 31%.
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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6 PMO Survey Results |
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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7 PMO Survey Results |
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
69% responded that project
management consulting was very
important or important. This is a
15% favorable increase from FY10
which was 54%
9% responded that project
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%
unfavorable decrease from FY10
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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8 PMO Survey Results |
2011
61% responded that project
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
increase from FY10 which was 10%.
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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9 PMO Survey Results |
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%
unfavorable decrease from FY10
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
37% responded that they were either very
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
increase from FY10 which was 10%.
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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10 PMO Survey Results |
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
increase from FY10 which was 70%.
3% were either dissatisfied or very
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
from FY10 which was 50%.
12% were either dissatisfied or very
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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11 PMO Survey Results |
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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12 PMO Survey Results |
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
63% responded that they were either very
satisfied or satisfied with the
responsiveness of the PMO for project
consulting. This is a 11% favorable
increase from FY10 which was 52%.
3% were either dissatisfied or very
dissatisfied. This is a 3% unfavorable
increase from FY10 which was 0%.
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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13 PMO Survey Results |
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
57% responded that they were
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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14 PMO Survey Results |
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
from FY10 which was 30%.
FY11 Interpretation of Findings: Project Management Competency
Survey Findings Area Impacted Description
U Services Strategic Goal: Excellent Service
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:
Category Item Description Process Owner
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
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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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16 USIS Survey Results |
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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17 USIS Survey Results |
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
decrease from FY10 which was 61%.
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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18 USIS Survey Results |
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%
favorable increase from FY10
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?
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19 USIS Survey Results |
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
18% unfavorable decrease from FY10
which was 72%.
1% were dissatisfied with the supportprovided by Data Center Operations.
This is a 1% unfavorable increase
from FY10 which was 0%.
Very
Dissatisfied
1%
Dissatisfied
3%
Satisfied
17%
Very Satisfied
79%
Cannot
Evaluate
0%
Systems Support (Desktop)
Very
Dissatisfied
0%
Dissatisfied
1%
Satisfied
20%
Very Satisfied34%
Cannot
Evaluate
45%
Data Center Operations (Server)
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20 USIS Survey Results |
Interpretation of Findings: Customer Service
Survey Findings Area Impacted Description
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.
Steps to Address Finding:
Category Item Description Process Owner
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
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21 USIS Survey Results |
COMMUNICATION
Survey Goal: To gauge and assess how effective communications is between USIS and our customers.
2011
93% responded that they were
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?
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22 USIS Survey Results |
2011
100% responded that they were
kept informed about planned
system downtime most of the
time or always. This is a 5%
favorable increase from FY10
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)?
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23 USIS Survey Results |
Interpretation of Findings: Communication
Survey Findings Area Impacted Description
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.
Steps to Address Finding:
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
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24 USIS Survey Results |
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
9% unfavorable decrease from FY10
which was 58%.
2% were very dissatisfied or
dissatisfied. This is a 2% favorable
decrease from FY10 which was 8%.
Very
Dissatisfied
5%Dissatisfied
2%
Satisfied
14%
Very Satisfied
79%
Cannot
Evaluate
0%
Systems Support (Desktop)
Very
Dissatisfied
1%
Dissatisfied
1%
Satisfied
17%
Very Satisfied
32%
Cannot
Evaluate
49%
Data Center Operations (Server)
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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%
unfavorable decrease from FY10
which was 62%.
2% responded that issues were
resolved in a satisfactory manner
sometimes . This is a 1% favorable
decrease from FY10 which was 3%.
Never
1% Sometimes5%
Most of the
time
29%All of the time
65%
Cannot
evaluate
0%
Systems Support (Desktop)
Never
0%
Sometimes
2%
Most of the
time
21%
All of the time
25%
Cannotevaluate
52%
Data Center Operations (Server)
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26 USIS Survey Results |
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
requests were handled in a timely
manner only sometimes. This is a
4% favorable decrease from FY09
which was 9%.
2011
95% responded that more complicated
requests were handled in a timely
manner always or most of the time. This
is an 13% favorable increase from FY10
which was 82%
5% responded that more compicated
requests were handled in a timely
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?
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27 USIS Survey Results |
Interpretation of Findings: Responsiveness
Survey Findings Area Impacted Description
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.
Steps to Address Finding:
Category Item Description Process Owner
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
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28 USIS Survey Results |
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
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*This question was added in FY11
Interpretation of Findings: System Availability
Survey Findings Area Impacted Description
U Services Strategic Goal: Excellent Service
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.
Steps to Address Finding:
Category Item Description Process Owner
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