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July 1, 2011 to June 30, 2012

Background

This is I&IT Technical Support’s annual assessment of customer satisfaction for the Cal Poly Pomona Help Desk as measured primarily by the survey tool in Web Help Desk (WHD).

Assessing customer satisfaction of the Cal Poly Pomona Help Desk is part of I&IT’s portion of the university’s Assessment Initiative. This was mandated by the university’s accreditation agency, the Western Association of Schools and Colleges (WASC). This annual assessment is meant to contribute to the university’s “culture of evidence” that shows Cal Poly Pomona takes assessment seriously.

Included are data and analyses on the number of requests to the Help Desk. Thanks to Candie McDougall for compiling all this data and reviewing this report before final submission.

Assessment Cycle, Methodology

The surveys are for the 2011 Fiscal Year ending June 30, 2012. The number of requests to the Help Desk was compiled using service request tickets in Web Help Desk (WHD), I&IT’s help desk ticketing application; counts for some types of requests not tallied in WHD; calls to the Help Desk as measured by I&IT's BCMS PBX application; and emails to the Help Desk.

The assessment cycle, as presented to the I&IT Leadership in 2009, has five steps. The steps are expanded below to explain I&IT's assessment goals and practices in compiling this report.

• Step 1: Expected Outcomes – I&IT expects its customers to be extremely satisfied, one of the ratings in both surveys, or satisfied. I&IT expects to spot trends in increases or decreases in certain types of Help Desk requests.
• Step 2: Assessment Methodologies / Target Levels – I&IT management reviewed the two surveys. The goal has been a rating of either “extremely satisfied” or “satisfied” for at least 85% on both surveys.
• Step 3: Implementation – Crunch the numbers presented from the two surveys and the counts of the types of Help Desk requests.
• Step 4: Findings – Report the data.
• Step 5: Action Plans – What should be done as a result of the findings.

Survey Results

There are eight questions in the Web Help Desk survey (graphed below). The key one is #2 below.

How Satisfied were you with your service?
Extremely Satisfied		666
Satisfied		67
Disappointed		5
Extremely Disappointed		9
How Satisfied were you with your service? TOTAL		747

 

 

 

The Cal Poly Pomona Help Desk also tallies a second survey from issues handled via email. Those results are below.

 

	Extremely Satisfied	Satisfied	Disappointed	Extremely Disappointed		Total
How satisfied were you with your service?	81	26	12	8		127
	Extremely Satisfied	Satisfied	Disappointed	Extremely Disappointed
How satisfied were you with the promptness of your service?	86	29	9	3		127
	Extremely Important	Important	Useful	Not Important	Do not care about the Help Desk
How important is the Help Desk to you?	78	28	15	4	2	127
	Yes	No
Would you recommend the Help Desk to others?	117	10				127
	Yes	No
Have you heard of eHelp; Cal Poly Pomona's electronic self-help web site?	72	55				127
	Yes	No
If you have heard of eHelp, did you try using eHelp before contacting the Help Desk?	46	26				72
	Handled by Personnel Within the Help Desk	Transferred to Another Organization, Department, or College
Was your issue escalated to another level or department?	104	23				127

Selected Analysis of the Survey Results

With a 1.8% response rate, overall help desk satisfaction remains high with 98% for respondents to the WHD survey reported either satisfaction or extreme satisfaction. This is a continuing trend from previous years. See last year’s assessment for specific data.

Other impressions:

• eHelp recognition has improved over previous years to where at least from the survey results show that the majority (57%) whereas in previous years, the majority of users answering our surveys indicated they had not heard of eHelp.
• The overwhelming number of survey respondents would recommend the Cal Poly Pomona Help Desk to others and consider the Help Desk important.

Help Desk Number of Service Requests by Type

Here is the total for the most recently completed fiscal year of the types of service requests.

Tickets worked on between 07/01/2011 12:00 a.m. and 06/30/2012 11:59 p.m.
Tickets		Tallies	Total
Accessible Technology	12		12
Accounts	5286	3105	8391
Active Directory	13		13
Blackboard	989	652	1641
Bronco411	23		23
BroncoDirect	480	994	1474
Cable TV	2		2
Classroom / Computer Lab	10		10
Classroom, Lab, and Event Support	1229	237	1466
Data Warehouse	9		9
Desktop Software	354	119	473
Desktop/Laptop Support	5170	628	5798
Distribution Lists	155	30	185
E-mail	2015	972	2987
File Services	295	72	367
Group Control Panel	2		2
My Control Panel	6		6
Network	734	99	833
Other Services	83		83
PeopleSoft	33		33
Scanning Services	20		20
Security	319		319
Slide Card Access	1		1
Training	1		1
Video Services	11		11
Voice Systems	910		910
Web Content	62		62
Web Help Desk	39		39
Total	18263	6908	25171
Call Transfers		3473	3473
E-mails		10255	10255
Miscellaneous		868	868
Wireless		165	165
	18263	21669	39932

 

Selected Analyses

Compared to last year, we received about the same number of calls, walk-ins and email requests for service (39,932 for the latest year vs. 40,527) from the previous year.

Desktop/laptop support requests in the previous year increased 26%. This may be because of aging faculty laptops and other older machines still in use.  An I&IT survey completed in the fall of 2011 found several areas within Academic Affairs using machines more than five years old.

Voice services (telephone) service requests increased to 910 requests from 198 in the previous year.  This could be explained by the fact that I&IT closed its dedicated voice services request line, transitioning all telephone requests to the Cal Poly Pomona Help Desk.

A recently added goal has been to decrease the number of calls (3,473 for the most recently completed year) that should be directed to other parts of the university. The number of calls decreased from 4,555 from the year ended June 30, 2011. We believe this resulted from the removal of a Google search in which the Help Desk phone number was listed for a general phone number for the entire university. Also, I&IT worked with other key areas of the university to improve their call answering trees. 

Action Plans: Review of last year’s

• Continue efforts to improve use of eHelp though the migration of eHelp into a Wiki, as well as evaluating the use of various content mediums (e.g., videos).

Assessment:  eHelp was migrated to a wiki.  With the campus-wide web re-design, we will look for ways to add more illustrations on basic pages.

• Improve support model for Blackboard to better transition and track calls with the eLearning group, now outside of I&IT.

Assessment: We added some request sub-categories. We track calls escalated to eLearning to assure timely closure.

• Improve support model for classroom and lab support to ensure the least amount of impact to instruction.

Assessment: We developed a new classroom response process, which was launched in summer quarter of 2012.  

• Look for ways and products to speed up desktop/laptop support through the use of virtualized user stations, classrooms and labs and remote work station management.  Although not part of the currently reported numbers, previous analyses showed we complete the overwhelming majority of desktop/laptop service requests in 3 working days or less. With more automatic tools, we would like to increase the number of requests closed quickly or within 3 working days by eliminating some travel to user work sites.

Assessment: The Desktop Management Initiative was approved by IT Governance and a project was started that will have a remote desktop management application. This is being launched as of publishing time.

Action Plans for Next Year:

• Develop plans for adding a second, student-only Help Desk to be located at the Library with proper staff and student assistant staffing.
• Develop formal Service Level Agreements (SLAs) to set expectations for the division’s key services.
• Implement a more automated, remote desktop management process through the implementation of new tools.
• Review how services are delivered so that users can utilize eHelp to solve common issues such as mobile device connectivity, applicant account claiming and network file storage.
• Start to offer new services such as support for new applications and services that are being offered by I&IT.
• Publicize in more precise terms what types of services are supported and by how much.

Conclusions

Although we have continued to receive high satisfaction rates, we know that not everyone is completely happy with our services and that there is room for improvement. The Cal Poly Pomona Help Desk will be challenged at current staffing levels and funding to deliver more services without sacrificing delivery speed and quality.

Assuming the Student Success Fee passes, we expect to make continuing efforts to determine what students want in a Help Desk dedicated to them. How would we utilize social media to deliver help desk services?  How would the current Help Desk change as a result of students being served by a separate Help Desk? These are questions that will need answers before, during and after the expansion of the Help Desk.

This page was last updated on October 30, 2012.