ITS Help & Service Desk Annual Report 2013-2014

ITS Help & Service Desk Annual Report 2013-2014 Philipose, Ruby R, IT Manager The University of Texas at Austin, Information Technology Services 2013-2014

ITS HELP DESK ANNUAL REPORT 2013-14 EXECUTIVE SUMMARY This report provides a summary of metrics describing the performance of the ITS Help Desk & Service Desk in 2013-14. Included are productivity metrics, key performance indicators, and customer feedback. In 2013-14, the ITS Help & Service Desk supported many new technologies and operations that generated a large increase in customer demand. Office 365, VoIP, WebSpace Retirement, and Active Directory Refresh were among the many project rollouts we supported this year. Throughout, the ITS Help & Service Desk still managed to improve many of its metrics, improve first contact resolution, and sustained the customer satisfaction surveys. Our focus next year is to do more quality assurance activities that will help boost service quality and operational excellence. We strive to be the experts on technology and on our customers; the students, faculty, and staff of the administrative and academic units. Our vision for campus is to be a one stop shop that provides outstanding service for all. We continue to work hard by doing a thorough review and update of publicly-available support documentation, training, reporting, process improvement, quality assurance, and most importantly by keeping a customer focused culture. We consider it a great opportunity to serve campus so that we can change the world together.

PRODUCTIVITY METRICS In 2013-2014, the ITS Help & Service Desk had over 117,000 contacts last: 71,369 incidents in FootPrints (+7% than last year) [* Data from BMC FootPrints] 63,936 phone calls (+7% than last year) [* Data from T-Metrics Reporting on all inbound and outbound calls] o Call Handling Time Average of 6 minutes and 5 seconds o A Total Talk Time of 304,000 minutes 17,500 service desk customers (+31%, than last year) [* Data from Monthly Reporting] 31,000 email [* Data from BMC FootPrints ] 3,500 Direct Entry [* Data from BMC FootPrints ] 1,250 Web Form [* Data from BMC FootPrints ] Total Contacts: 117,000 Ticket Customer Demographic 11% faculty 28% 10% 2% affiliate alumni non-affliated 18% 31% staff student *University Affiliate: not employed by UT but still affiliated. e.g.: former employees, former students, prospective students *Non-Affiliated: e.g. job applicant, parents, visitors, UIL Students, etc..

TICKETS FROM ACADEMIC UNITS 4000 3500 TOTAL TICKETS FROM COLLEGES & SCHOOLS 3000 2500 *All Students, Faculty, and Staff 2000 1500 1000 Number of Tickets 500 0 KEY PERFORMANCE INDICATORS Key 2011 2012 2013-2014 Goals Performance Indicators FCR 70.00% 79.00% 81% 83% CSI 4.63 4.69 4.65 5.0 Abandon Rate 9.12% 7.75% 8.30% 5% 60 Second SLA Compliance Rate Average Speed to Answer (ASA) 80.27% 79.29% 79.44% 75.00% 58.57 seconds 69.2 seconds 70 seconds 60 seconds

FIRST CONTACT RESOLUTION First Contact Resolution (FCR) Rate captures the percentage of customer contacts that are resolved without the customer needing to call or write back to the ITS Help Desk. This KPI is considered one of the most important customer satisfiers. Overall FCR 81%. 100.00% FIRST CONTACT RESOLUTION 2011 2012 2013-14 (Aug2013-July 2014) ITS HD Goal (80-85%) Industry Average from HDI (2013)(72%) Peer Institutions (73%) 90.00% 94.00% 89.00% 80.00% 75.00% 74.00% 70.00% 60.00% 50.00% 80.00% 77.00% 78.00% 79.00% 79.00% 81.00% 80.00% 77.00% AVERAGE SPEED TO ANSWER Average Speed to Answer (ASA) reflects, in seconds, the average time a customer must wait on hold in order to speak to an ITS Help Desk consultant. Our peak times are at the beginning of every semester and during any new IT service role out. We have hired more full time staff to cover the operational hours so that we can alleviate the wait times. Overall 70 seconds. AVERAGE SPEED TO ANSWER 2011 2012 2013-14 210 190 170 150 130 110 90 70 50 30 10 186 41 68 42.5 79 96 94 126 117 20.5 34 29

CUSTOMER SATISFACTION INDEX Customer Service Index (CSI) Score shows, the surveys taken by our customer about our service. We were able to provide an overall score of 93% (4.6) for the satisfaction index. 4.9 CUSTOMER SATISFACTION INDEX 2012 2013-2014 4.8 4.7 4.6 4.5 4.64 4.69 4.68 4.67 4.63 4.74 4.74 4.57 4.63 4.7 4.6 4.8 4.75 4.71 4.64 4.61 4.71 4.69 4.7 4.71 4.67 4.4 4.41 4.3 4.2

CUSTOMER SURVEY COMMENTS: I was most impressed with the competence, efficiency and courteousness of David. He completely solved my problem in a short amount of time. -Professor Emeritus, Department of Civil, Architectural and Environmental Engineering, Cockrell School of Engineering College of Engineering Excellent service. The ITS help desk staff treated me like a valued Alum. Very happy to send my annual contribution to UT. -Alumni Technician was great! Professional, informed and very pleasant. -Faculty, College of Fine Arts Siena was great and provided wonderful customer service. She was very professional and responsive. -Staff, Division of Diversity and Community Engagement Khubyar was very friendly and helpful. I very much appreciate that he understood my problem and not only helped me solve it but offered me advice on another issue that I brought to his attention. I am of the opinion that our ITS department is one of the best I've ever had the pleasure to work with. I sent this comment in an email, but I will share it again: In one word, AMAZING. Last night I unknowingly created an issue for myself when uninstalling some "unnecessary software." I spent several hours trying to fix the issue myself. When I was only able to temporarily fix it I contacted Samsung (my computer manufacturer). Samsung told me to contact Adobe, who had me on hold for an hour without ever helping me with my issue. I even posted on the Google forum to find an answer. Lest to say, my best efforts did not seem to be resolving my issue. I then called ITS helpdesk. Zach was pleasant and confident that he could fix my issue, no problem. He communicated with me every step of the way and was able to find a workaround so that I did not lose any of my "precious bookmarks." Overall, Zach and ITS helpdesk saved my day, week, and my thesis. -Student & Staff, Intercollegiate Athletics -Student This is a huge load off my mind! I had not been able to use my email account for several days. Samuel walked me through the steps to fix the problem. Thanks -Staff, Texas Archeological Research Laboratory, College of Liberal Arts Entered on 2013-08-06 at 11:10:51 CDT (GMT-0500) by seancline@gmail.com: An excellent example of a well-run and effective Service Desk! Thanks very much for the expedient assistance. HDI FTW!

IT SERVICES SUPPORTED IDENTITY AND ACCESS MANAGEMENT (IAM) HELP DESK TIER I SUPPORT E-MAIL AND MESSAGING NON-IT RELATED PUBLIC NETWORKS COURSEWARE SDS, CAMPUS COMPUTER, FOOTPRINTS MAINFRAME VOICE COMMUNICATIONS INFRASTRUCTURE & SERVICE STORAGE COLLABORATIVE TOOLS IDENTIFICATION CENTER (ID CENTER) DORM NETWORKS (RESNET) MITS SUPPORT CAMPUS NETWORK SYSTEM MANAGEMENT UT DIRECT (APPLICATIONS & SYSTEMS) WEB HOSTING INFORMATION SECURITY PUBLIC SAFETY: BUILDING SECURITY, EMERGENCY BACKUP SERVICES DEPARTMENT NETWORKS ACCOUNT PROVISIONING VIRTUAL SERVICES LABS AND ROOMS DATA CENTER DATABASE SERVICES REPAIR SHOP SPECIAL EVENT AND AUDIO/VISUAL SUPPORT ACCOUNTING EXTERNAL NETWORKS APPLICATION DEVELOPMENT TOOLS MONITORING LOAD BALANCING AUTHORIZATION AND WORKFLOW TOOLS CABLING AND CONSTRUCTION CELLULAR INFRASTRUCTURE INFORMATION ANALYST/SOFTWARE DEVELOPER 5010 5009 4601 3880 3773 1547 986 789 780 683 506 413 410 285 258 190 146 134 131 69 51 46 46 28 22 20 19 17 13 7 7 7 5 3 1 9529 11600 20346 0 5000 10000 15000 20000 25000 Grand Total