| ITS.2.3 Customer Service & End User ExperienceITS-Information Technology |
Purpose Statement |
Parents |
Measures |
-
Calls are resolved on the first contact with the Help Desk
ITS-Information Technology -
Average call abandonment rate CS
ITS-Information Technology -
95% of computer unit refreshes are completed on schedule.
ITS-Information Technology -
96.5% of customers are satisfied with response to IT requests/tickets.
ITS-Information Technology -
Patch Management - EndPoints
ITS-Information Technology -
Reopening Tickets - % of tickets reopened
ITS-Information Technology
Analysis | |
Performance Liaison |
 | Gregg Heinzman (IT-Information Technology) |
Service Area Performance Manager |