Summary Information

Information Technology develops ongoing data, measured each day, week, month, semester, and year. The data gathered is used evaluate areas of opportunity and project the needs of the campus community, allowing for the forecasted adjustments as needed.

There are three main areas overall performance is measured in this summary. First, through the performance of the Technical Support Center, who acts as the main point of entry for all technology-related incidents and service requests for the University of Nothern Colorado. By measuring the quantity of calls received, answered, abandoned, and submitted online, the Technical Support Center can staff accordingly to meet the customer-driven needs of the campus community. Second, through Service Level Agreements, Information Management and Technology is setting a standard for support by its technicians to ensure each call is addressed with the appropriate level of attention and in a timely fashion. The SLAs measure by person, group, and as a whole to ensure the support needed is in place to allow for success. Third is the Customer Service Survey results. We value the feedback and use these measurements to determine if personnel, process, or policy changes are needed to maximize the customer's satisfaction with services received.

Below are some of the more recent semesters and the summaries for each. As more data becomes available, we will expand our reporting to display more summaries and even include annual performance data.

 

Information Technology Summary of Services:

 

2009

2010

2011

2012

2013

Spring
Spring
Spring
Summer
Summer
Summer
Fall
Fall
Exec | Details
Exec | Details
Exec | Details
Exec | Details