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ITS
- Customer
Service - Minutes
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January 15, 2004
Members present: Darlene Cardinal, Jane Kretschmann, Carol Rigola, Keith
Roeth, Patti Ross, Jane Salisbury, Nancy Shuler
The meeting was called to order by Jane Salisbury.
Carol Rigola demonstrated the Track-It program that was first introduced to
this committee at the last meeting. The IT department began using the
program in August 2003. That gives them 1 semester worth of information. She
mentioned that they have imposed some deadlines upon themselves for tracking
purposes, such as 48 hours for resolution. The audit wizard attached gives
them hardware/software information for each computer on campus. The work
orders are time and date stamped. With this software, they have the ability
to identify persistent computer and user problems. When Jane Salisbury asked
Carol about what we could do for IT, Carol mentioned problems with the
Mobile Lab is regards to the condition upon return.
Keith asked about the Student Help Desk that was proposed 2 years ago and
the progress for getting that up. Patti indicated that it will be coming up
in several meetings in the next couple of weeks, to try and get the project
re-energized.
Patti also discussed findings from the last
IT customer satisfaction survey
compared to previous surveys from the Institutional Research Office. Their
findings are attached to these minutes.
The next meeting will be in the Fall 2004.
Respectfully submitted by Darlene Cardinal
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