This year, Client Services accomplishments centered around improving the client experience through technology and process improvements. Some of the key accomplishments for the 2010/2011 fiscal year included:
- Introducing Root Cause Analysis Methodology
The introduction of RCA has been a success in eliminating repetitive problems that come into the Service Desk.
- Evergreening the Student Labs
Every four years Client Services renews the equipment in the student computing labs, ensuring standards are met by replacing old PCs, installing new software images and replacing damaged or worn hardware.
- Minimizing service disruptions
The Change Advisory Board (CAB) reviews and approves all technological changes and outages. The Board meets weekly and outage notifications are sent out to the segments of the Carleton community. Every effort is made to perform such planned activities within the already established ITS maintenance windows.
- Establishing Consistent Customer Experiences
Communicating the targeted turnaround times to clients via e-mail has fostered a team approach across ITS as we strive to complete the request within the stated time frame.
- Exceeding Customer Expectations
This year Client Services participated in Student/Employee Satisfaction Surveys, which showed an increase in satisfaction levels compared to last year.