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Background

This is I&IT Support’s annual assessment of customer satisfaction as measured by two survey tools, the survey tool in Web Help Desk (WHD) and the Oracle script that is still used as a satisfaction survey for email requests to the Cal Poly Pomona Help Desk.

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

Assessment Cycle, Methodology

The WHD surveys are for the 2009 Fiscal Year ending June 30, 2010 while the Oracle script is cumulative data. That is, the Oracle data is from the time the script has been used, which was in spring calendar 2008. Therefore, the data in it reports slightly different figures and reflects survey answers from the beginning through June 30, 2010.

The number of requests to the Help Desk is compiled using WHD tickets, counts for some types of requests not carried 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

Customers responding to requests to comment on services continue to show high satisfaction with the Cal Poly Pomona Help Desk.

Survey Instrument	Number of Responses	Satisfied or Extremely Satisfied
Web Help Desk	442	98.6%
Oracle (cumulative)	534	89.7%

Here are the Oracle script results, compiled from the start of the survey in 2008 through June 30, 2010.

Selected Analyses of the Survey Results

The overwhelming majority of users continue to be satisfied or highly satisfied. In WHD, this is a continuing trend. The WHD survey for FY 2009 ending June 30, 2010, shows ratings of satisfied or extremely satisfied at 98.6%. The very slight decline from 99% in the previous year can be attributed to a four-fold increase in survey respondents, 442 in the most recently ended fiscal year versus 100 in the year ended June 30, 2009.

eHelp continues to show low recognition from WHD users. The only time it received recognition higher than 50% was in the fall of 2009, from the start of the fall quarter through late October. This probably was a result of an early fall advertising campaign that included an advertisement in the Poly Post and a blurb on the marquees.

As many help requests as possible continue to be handled within the First Tier with almost 89% of requesters getting immediate assistance. This was an increase from the 85% of issues handled within the first tier in the previous fiscal year, according to the WHD survey results. This has made the decision easier to reorganize the 2nd Tier unit into a total desktop/laptop support group by adding additional Academic Affairs units as customers with added staffing coming from Academic Affairs units by transferring technical personnel into I&IT.

Nearly all WHD survey respondents would recommend the Help Desk to others, with 99.3% saying “Yes” in the most recently completed fiscal year. Six dissatisfied customers out of 442 who responded to the customer survey in WHD are considered a good score.

Help Desk Numbers

Here are the numbers in terms of requests for Fiscal Year 2009 ending June 30, 2010, compared against the previous fiscal year ended June 30, 2009.

Month	Jul 09	Aug 09	Sep 09	Oct 09	Nov 09	Dec 09	Jan 10	Feb 10	Mar 10	Apr10	May 10	Jun 10	Totals
E-mail Setup/Troubleshooting/Client	150	152	231	201	110	83	122	174	163	178	104	94	1762
Distribution Lists	2	2	14	19	1	3	23	5	3	8	5	7	92
Account Questions	150	163	237	248	184	235	306	268	413	318	104	126	2752
Blackboard Questions/Issues	31	23	154	124	35	53	256	36	77	103	23	50	965
Password Reset Questions/Issues	326	318	201	180	327	371	787	611	1189	1033	269	356	5968
PeopleSoft/BroncoDirect Questions/Issues	142	138	127	83	53	53	114	56	220	74	53	59	1172
Application Support	8	7	13	11	4	11	7	3	15	18	5	9	111
File Services/Web Page Upload/Troubleshoot/Quota	10	16	63	49	64	63	111	92	35	31	20	2	556
Desktop/Laptop Support Questions/Issues	17	19	32	42	36	20	33	19	35	42	28	18	341
Wireless	18	5	208	293	154	40	186	106	70	139	99	32	1350
Classroom/Lab Support Questions	17	9	41	81	49	12	45	37	17	54	31	12	405
Software Licensing/Distribution/Availability	26	36	57	61	55	39	78	51	42	35	21	16	517
Network (non-classroom)	35	11	10	14	17	3	31	11	3	67	6	6	214
Call Transfers	311	363	449	334	243	183	321	294	423	397	364	397	4079
Miscellaneous (T)	6	15	24	19	20	9	28	26	109	111	32	27	426
Miscellaneous (NT)	59	88	109	140	62	49	31	50	53	77	50	41	809
Help Desk E-mails Answered	522	676	764	937	790	771	1342	1007	1263	1083	425	582	10162
	1830	2041	2734	2836	2204	1998	3821	2846	4130	3768	1639	1834	31681
Days Help Desk Open	22	19	19	20	16	16	17	17	20	20	18	20	224
Month	Jul 08	Aug 08	Sept 08	Oct 08	Nov 08	Dec 08	Jan 09	Feb 09	Mar 09	Apr09	May 09	Jun 09	Totals
E-mail Setup/Troubleshooting/Client	189	191	316	313	180	177	279	205	230	260	172	169	2681
Distribution Lists	0	0	15	30	6	3	13	7	12	19	1	3	109
Account Questions	146	160	278	304	205	284	438	388	453	553	299	187	3695
Blackboard Questions/Issues	0	0	141	134	34	49	194	38	71	143	124	42	970
Password Reset Questions/Issues	579	632	694	325	228	325	479	610	645	649	506	285	5957
PeopleSoft/BroncoDirect Questions/Issues	36	94	257	159	106	200	216	169	252	265	263	163	2180
Application Support	0	0	21	25	25	8	24	19	19	10	7	6	164
File Services/Web Page Upload/Troubleshoot/Quota	0	0	29	30	17	17	32	29	21	18	19	17	229
Desktop/Laptop Support Questions/Issues	0	0	12	68	39	19	45	51	40	60	27	21	382
Wireless	59	34	297	586	189	72	291	159	118	212	118	46	2181
Classroom/Lab Support Questions	0	0	44	109	49	20	86	42	42	73	40	22	527
Software Licensing/Distribution/Availability	38	38	82	74	63	71	87	69	65	68	47	43	745
Network (non-classroom)	0	0	51	37	17	33	50	28	20	37	15	6	294
Call Transfers	0	0	447	370	224	314	377	373	421	443	368	333	3670
Miscellaneous (T)	0	0	32	52	44	16	21	20	28	15	12	13	253
Miscellaneous (NT)	545	574	99	147	70	27	60	126	66	71	74	92	1951
Help Desk E-mails Answered	566	507	769	714	438	601	860	802	873	989	775	564	8458
	2158	2230	3584	3477	1934	2236	3552	3135	3376	3885	2867	2012	34446
Days Help Desk Open	21	19	21	23	17	18	19	21	21	22	21	22	245

 

Jul-Apr Jul-Jun Total Business % of Total Business 2009 5166 5957 34446 15.00% 2010 5343 5968 31681 16.86% +/- 3.43% 0.18%

 

Jul-Apr Jul-Jun Total Business % of Total Business 2009 2340 2681 34446 6.79% 2010 1564 1762 31681 4.94% +/- -33.16% -34.28%

 

Jul-Apr Jul-Jun Total Business % of Total Business 2009 804 970 34446 2.33% 2010 892 965 31681 2.82% +/- 10.95% -0.52%

 

Jul-Apr Jul-Jun Total Business % of Total Business 2009 2017 2181 34446 5.86% 2010 1219 1350 31681 3.85% +/- -39.56% -38.10%

 

Jul-Apr Jul-Jun Total Business % of Total Business 2009 7119 8458 34446 20.67% 2010 9155 10162 31681 28.90% +/- 28.60% 20.15%

 

Jul-Apr Jul-Jun Total Business % of Total Business 2009 334 382 34446 0.97% 2010 295 341 31681 0.93% +/- -11.68% -10.73%

Selected Analyses of the Numbers

The total number of requests is down about 10%. This may coincide with the fact that the Help Desk was open about 10% less of the time due to imposed furloughs of two Fridays each month.

The Help Desk became very busy in the winter and spring quarters of 2010 due to several added projects to support. These included the shift to ZFS, the Blackboard 9 upgrade, the Exchange 2007 upgrade and the voice mail replacement.

Wireless configurations have decreased dramatically. This could be because of the increased use of more portable devices such as personal digital devices, where faculty, staff and especially students are using the hand-held devices rather than laptops to email and text. This could also result from easier configurations in updated operating systems like Vista, Windows 7 and the latest Mac OSX.

PeopleSoft/BroncoDirect requests for assistance declined 47%. This could be because of more features within the BroncoDirect application, such as the addition of the Student Center feature, which groups several functions into one section of the application. Also, there were far less outages for BroncoDirect in the most recently completed fiscal year.

Desktop and laptop support declined slightly as they year went along. This could be the result of the push to fix machines early in the academic year and I&IT's campaigns to work with its key customers such as University Advancement, Collins College of Hospitality Management and the College of Education and Integrative Studies to replace old computers with newer models that are more reliable. This category will be skewed for FY 2010 because of the take-over of technical support for most of Academic Affairs.

Blackboard support remained flat, but this category is expected to increase as the Help Desk works to take on more first-tier support of Bb.

Help Desk emails increased 20%. This could be reflective of the Friday furloughs that could have caused customers to email their requests for help more on days when the Help Desk was not open for calls and walk-in requests.

And good old password resets remained relatively constant and still No. 1 on the hit parade. Seems a certain percentage of users will always need help when they forget their passwords.  

The trends of spikes at the beginning of the fall, winter and spring quarters for such services as password resets, Blackboard and wireless configuration assistance continues. The spikes in March and April are the result of applicants needing help claiming their accounts.

Software distribution decreased 31%. This important category was affected by Support’s decision to send home users to the Book Store for purchases of Microsoft Office and other standard software applications.

The Cal Poly Pomona Help Desk is also becoming the “go to place” and a clearinghouse for directions for where to call if the Help Desk cannot help users. This category (Call transfers to other areas on campus) increased 11%.

Action Plans for FY 2010

eHelp should be advertised more. At the beginning of the fall, winter and spring quarters, there should be:

• A half-page or more advertisement in the Poly Post
• A note on the marquee
• A plan to work more closely with Student Affairs to drive students to eHelp.

On the last bullet, I&IT management has discussed eHelp at Bronco Fusion and new student orientation. However, since these technology introduction sessions at Bronco Fusion are attended by only a small number of incoming freshmen and transfer students, I&IT needs to find more ways to publicize eHelp, especially to new students. I&IT Web Development has graciously provided a more prominent position on the university’s web pages, but more publicity is required. eHelp has one full-time person who efficiently updates and augments web pages on how to use our major services. It is a shame more of the university community does not go looking to eHelp first to learn from the specialist’s fine work before contacting the Help Desk.

I&IT will need to coordinate the takeover of additional Blackboard support with I&IT eLearning. The tentative plan is for I&IT Support to assume a few added functions that will allow more requests to be handled without escalations to the Bb support team in eLearning.

I&IT will need to develop a process of how to handle Help Desk desktop assistance requests from the Academic Affairs units that I&IT is assuming. Requests for assistance will be routed through the 1st Tier Help Desk unit, but how tickets are assigned to the unit currently known as 2nd Tier is to be developed during summer of 2010. A pilot process is in place as of late August, 2010, with the process under review for modifications as needed.

And finally, I&IT needs an improved software distribution process. Since more licenses are being procured through the Chancellor’s Office, fiscal year 2010 would be a good time to review and improve the campus' licensed software distribution process. A team has already been formed within I&IT Support to implement a new software distribution procedure.

This page was last updated on August 25, 2010.