1. Name Types of Questions
Brief Description
We will record all calls coming in to the Help Desk via phone and any walk-in questions that the student consultants who are on shift cannot answer.
How Gathered
Action Request from Remedy Corp. is the software we are already using to solve problems that cannot be answered. A simple set of fields will be filled in on all incoming calls if they are answered by the initial consultant, while a more complex set can be answered if the phone consultant is not capable of answering the question.
The problem summary field combined with the software field will allow us to measure what software is most heavily used and what aspects of it are leading to problems or questions.
How Analyzed
We can do reporting out of Remedy and use Excel for statistical analysis.
Purpose
To determine what knowledgebases would be most useful to purchase, what documentation is most important to update, what troubleshooting guides should be developed locally, and what training should be offered.
Value
This will allow us to determine where to focus our efforts and resources to get the most benefit.
2. Name Department Contacts
Brief Description
We will record all calls coming in to the Help Desk via phone and any walk-in questions that the student consultants who are on shift cannot answer.
How Gathered
Action Request from Remedy Corp. is the software we are already using to solve problems that cannot be answered.
A simple set of fields will be filled in on all incoming calls if they are answered by the initial consultant, while a more complex set can be answered if the phone consultant is not capable of answering the question.
Departmental field will be filled in for all staff, faculty, and graduate student callers.
How Analyzed
We can do reporting out of Remedy and use Excel for statistical analysis.
Purpose
To help CIS justify to departments why they need DCCs, to better plan and recommend departmental training, to aid in developing support strategies for departments, and to help support existing DCCs.
Value
Will allow us to provide better and more comprehensive support to departments.
3. Name Telephone Trends
Brief Description
We will measure the length of phone calls and the times that calls come in.
How Gathered
In order to do this properly, we need to install a phone system that will allow us to get data on the phone calls. With our current system, we can get data on numbers of calls per hour, but not length of calls or any kind of pattern for how they come in.
How Analyzed
We should be able to do an export from a system we can purchase for the phone that will allow us to analyze the data in Excel.
Purpose
It will allow us to staff the phones most appropriately, and also recommend to those who complain about never being able to get through particularly quiet times to call.
Value
It will allow us to save money on staffing where it is not needed, and allow us to achieve better customer satisfaction through recommending quiet times without additional cost of having to add more phone consultants.
4. Name Turnaround Time
Brief Description
We will measure the time it takes to get back to the user the first time, and the time to resolution of the problem.
How Gathered
This is data we should be able to get out of our Action Request system, though we may need to add some fields to do this properly.
How Analyzed
We can do reporting out of Remedy and use Excel for statistical analysis.
Purpose
To be able to give users accurate information about when they should expect to hear back from us and to then set goals for improving that response time; we can also see where bottlenecks are in getting resolution delivered if specific problem types take much longer than others.
Value
To improve customer satisfaction with the Help Desk services.
5. Name Customer Satisfaction Part I – Quality of Service
Brief Description
Assess customer satisfaction with the Help Desk services in terms of providing accurate information in a timely fashion.
How Gathered
We will call back a random selection of the users w ho have tickets filed and ask a series of questions about their satisfaction level.
How Analyzed
We can do some basic statistical analysis on the data using Excel.
Purpose
To assess the skill of consultants in providing timely answers to questions.
Value
To improve customer satisfaction with the Help Desk services.
6. Name Customer Satisfaction Part II – Services Offered
Brief Description
Assess customer satisfaction with the Help Desk services in terms of providing a useful service to the community.
How Gathered
Focus groups will be held with the user community at large and/or with specific groups of users who are of particular importance to the University
How Analyzed
This is going to be more qualitative information that does not easily lend itself to analysis. However, information taken from these focus groups will help us determine if the mix of services that we currently offer is meeting the needs of the community.
Purpose
To determine if the mix of services we offer is valuable to the Brown community in general and to specific groups in particular.
Value
This information will help us to improve our services so that they are best able to support the teaching and research missions of the university.