Quality Helpdesk Service
Students, faculty and staff will receive prompt competent and courteous service from Information Systems.
Work Order Satisfaction: MET
GOAL: 95% of work order satisfaction scores will be 4.75 or higher
RESULTS: 4.85
First Response to Work Order: NOT MET
GOAL: The first response to a work order will be 4 hours or less 93% of the time
RESULTS: 72%
Work Order Resolution Time: NOT MET
GOAL: The resolution to a work order will be 40 business hours or less 95% of the time
RESULTS: 91%
System Reliability
Information Systems will be architected and administered to ensure a high level of reliability. Resulting in fewer unscheduled outages.
Unscheduled Outages: MET
GOAL: 95% of unscheduled outages will last less than 60 minutes
RESULTS: 100%
Student Survey Results
GOAL: Responses to the annual IS survey will show that no more than 5% of students report that non-scheduled outages caused "significant interruptions for me".
RESULTS: Due to Covid, the annual IS survey was not performed
Employee Survey Results
GOAL: Responses to the annual IS survey will show that no more than 5% of employees report that non-scheduled outages caused "significant interruptions for me".
RESULTS: Due to Covid, the annual IS survey was not performed
Scheduled Outages
Network systems maintenance will be performed on widely publicized, regularly scheduled dates.
Outage Announcements: Not Met
GOAL: 95% of scheduled maintenance is announced to campus at least a week before it will occur with reminders sent the day before.
RESULTS: 85%
Student Survey Results
GOAL: Responses to the annual IS survey will show that no more than 5% of students report that scheduled outages caused "significant interruptions for me".
RESULTS: Due to Covid, the annual IS survey was not performed
Employee Survey Results
GOAL: Responses to the annual IS survey will show that no more than 5% of employees report that scheduled outages caused "significant interruptions for me".
RESULTS: Due to Covid, the annual IS survey was not performed