OIT Full-Service Client Survey Results

Subject: Office of Information Technology Full-Service Client Survey Results
From: Cheryl Watt
Organization: UCI Office of Information Technology
To: OIT desktop clients
CC: Dana Roode

Dear OIT Clients,

Thank you for your participation in the December 2010 Office of Information Technology (OIT) Full-Service Client Survey. There were a total of 108 responses.

Below is a summary of statistics from the areas surveyed - Help Desk, Desktop Client, and Application Support, Consulting/Other, as well as Overall service. The average score is also included based on a 1 to 4 scale (1=Poor, 2=Fair, 3=Good, 4=Excellent).

Area         Excellent Good    Fair    Poor    Average
Help Desk	62%	26%	6%	2%	3.54
Desktop Client	57%	27%	6%	3%	3.48
Application	50%	23%	8%	4%	3.40
Consulting	46%	18%	2%	0%	3.66
Overall		54%	36%	4%	3%	3.45

In addition to the service scores, we received 91 textual comments regarding IT support, which broke down as follows:

58 (64%) comments consisted of positive feedback regarding support interactions or how well the integration of IT functions was going.
8 (9%) of the comments reflected specific support issues that OIT needed to follow up on.
22 (24%) of the comments pertained to the downsides of routing calls through a central IT organization, or general areas in which the responder felt OIT needed to improve service.

I very much appreciate the time you took to share your perspective with us. The feedback is invaluable in adjusting our course as we continue to integrate and enhance UCI IT services. We expect periodically to repeat this survey during IT integration to continue to track progress. In the meantime, please do not hesitate to share your experiences with me directly through electronic mail.

 
Cheryl Watt
Director, Legacy Systems and Client Support
Office of Information Technology
Cheryl.Watt@uci.edu

This information, along with a few examples of the comments provided OIT, is available online.