You Spoke, We Listened

Any organization that successfully provides products and services to customers depends on their feedback to maintain future growth.

The Office of the CIO (OCIO) relies on the customer feedback provided through the annual technology poll to ensure our efforts align with the IT needs and expectations of Ohio State students, faculty and staff.

The February 2015 poll data (reported in May) showed us that 70% of survey respondents are satisfied with OCIO services overall. This increase over 2014 results is great news, but there is always room to improve. The free form comments that were also collected from the survey helped provide the additional direction needed for continuous improvement and helped prioritize many enhancements to OCIO services that included:

  • Moving to 24/7 support for our IT Service Desk
  • Upgrading our BuckeyeBox service to offer unlimited storage
  • Revamping backend functions of the Ohio State app

When asked about the feedback from the annual poll and the improvements realized, Deputy Chief Information Officer Diane Dagefoerde shared the following words, “I welcome the annual feedback on our service portfolio. Comments from the Ohio State community can only help us to improve and assist us in maximizing the value we provide to the university.”

Every OCIO team member is aware of the annual technology poll,” said Vice President and Chief Information Officer Mike Hofherr. “It’s part of our culture. The entire OCIO team must be aware of what our customers are saying in order to successfully contribute to the academic priority of enhancing the undergraduate and graduate experience. Customer feedback translates into our planned work as technology stewards for Ohio State.”

In addition to the earlier mentioned improvement highlights, the following changes have recently been implemented or are very close to completion: Upgraded Internet capacity by 25% (7.5 Gbps to 9.5 Gbps), improved Knowledge Base articles for the University Email Service and BuckeyeBox and a new project supporting a multi-factor authentication and BuckeyePass enhancement product. It’s clear that there is more to come in the way of new and improved OCIO technology services. 

If you receive an invitation to the 2016 survey, please take the opportunity to share your feedback and let your voice be part of the exciting changes. Please feel free to speak; we’re listening.