What Are OCIO Customers Telling Us About Our Services?

Each year the Office of the Chief Information Officer (OCIO) asks the university community for its opinion on key information and learning technology services, and we listen to and act on the results. The 2011 annual OCIO Technology Poll concluded in March and shows that customer satisfaction with key OCIO services is improving. The poll, administered to a random sample of university faculty, staff and undergraduate and graduate students, asked potential respondents to rate their satisfaction with 12 key OCIO services.

For 2011, 68% of respondents indicated they were satisfied with OCIO services overall, an improvement over 2010. Poll results show that customers are reporting less neutral (25% down from 28%) and more satisfied responses and the dissatisfied responses remained unchanged at a low 7%. The following services received the highest positive satisfaction:  Carmen (76%), IT Service Desk (73%) and OSUNet (71%). The chart below shows the trend for satisfaction with different services in 2011 compared to the results in 2010.

2011 OCIO Tech Poll Results

Also noteworthy are the increases in satisfaction among the different audiences who were polled. Faculty and student respondents indicated that they are more satisfied with OCIO services in 2011. Staff satisfaction levels remain unchanged from 2010 to 2011, as shown below.

2011 OCIO Poll Respondents

According to Bob Corbin, senior director for OCIO’s Customer Experience, "We are happy to see the positive direction in our customers’ reporting of their satisfaction with our services. It seems clear that our investments in culture-shaping initiatives, process improvement through adopting the ITIL best practices* framework, and key infrastructure enhancements, such as the recent Carmen upgrade, are having a positive impact on our customers."

While the poll data tells a positive story, there is still work ahead. Corbin further remarked, "We did see a slip in satisfaction from 68% to 56% for Security of Electronic Data. While not surprising given the current environment where data security concerns are common, both locally and nationally, this slip shows we still have much of work ahead of us to alleviate our customer’s concerns over protecting their data."

To gain the most value when reading the report data (located at ciocio.osu.edu/about/poll), one should pay attention to the trends for all the responses (negative, positive, neutral, and "n/a"). Positive ratings ranged from 55% to 76%. Dissatisfied ratings ranged from a low of 3% to a high of 20%.  Neutrals ranged from 16% to 40% while "n/a" were as low as 5.7% and went as high as 69.8%. One key finding was that neutral responses declined or remained the same in all areas. The data suggests that respondents were more opinionated toward satisfied in 2011 than in 2010 and were more likely to select neutral over dissatisfied for all questions with the exception of the E-mail Service scores.

Chief Information Officer Kathy Starkoff summarizes the value of the annual CIO poll as, "I’m very appreciative of the time that students, faculty and staff spent responding to our survey. I know their time is valuable. I’ve found their responses to be very enlightening and I have asked our team to review the survey’s data as well as the compiled open-ended responses. There are nuggets, especially in the open-ended feedback, which will indeed shape our strategic planning and service improvement efforts. These responses help support one of our OCIO primary goals of continuous improvement."

* ITIL - IT Infrastructure Library. ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC). (From: www.itil-officialsite.com)  See the respective OCIO online information resources available for both ITIL and IT Service Management.

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