Article by Kristina Torres
Originally published in a different format
In December of 2008, Bob Corbin became Director of Customer Experience within the Office of the CIO, a new position that is responsible for leading and coordinating the efforts of all leaders within the Office of the CIO to increase functional simplicity, improve operational effectiveness and improve the customer experience for the organization.
As a member of the CIO Executive Leadership team, Corbin partners with other senior leaders in the organization to ensure the implementation of consistent, standard, and holistic processes and procedures across the functional areas of the Office of the CIO. In addition, he is developing and improving a customer advocacy model across the office of the CIO. These responsibilities feed into one of the six strategic goals of the Office of the CIO: Outstanding Customer Service. In fact, an early milestone of the Customer Experience area is to create and maintain an internal Operating Plan, which will help tie the organization’s daily activities to key metrics that measure our performance to our strategic plan.
Several key organizational areas fall under Corbin’s direction:
- Service Desk & Support Center
- Relationship Management
- Product and Account Management
- Metrics, Benchmarks, and Policy
- Contract Management, Site License Software
- Information Technology Infrastructure Library (ITIL)
In addition to the development of organizational metrics, team goals include continuous service improvement and implementing ITIL service lifecycle.