Year-End Shows Improving Customer Metrics

One of the strategic goals this year for the Information Services Department (ISD) was to improve customer service for all of its internal County customers (employees throughout all of the over two dozen County departments) – including service availability, incident and request resolution, and customer satisfaction. As part of this effort, ISD implemented a new IT Service Management (ITSM) application to dramatically improve its internal Help Desk function. This new system was designed to help assist ISD improve service performance and time to resolution for requests, gather better data on performance, and provide self-service capabilities for its internal customers within the County.

ISD has recently published the metrics from the first six months of 2015, and the highlights include the following:

  • Availability of Core Services – availability of data center, network, radio, and PBX is 99.95%, exceeding the department target, mid-year performance, as well as the industry benchmark.
  • Percentage of Tier I Ticket Resolution at first call – with 68% of tickets resolved at first call, ISD performed above its target and benchmark and significantly above the mid-year projection.
  • Customer Satisfaction with Services – Based on random customer surveys upon ticket completion, 88.2% of customers rated ISD Client Solution’ services good or better – this exceeded the mid-year satisfaction rate of 78.6%.
  • Projects Completed On-Time and On-Budget – Of the 33 medium/large projects undertaken by ISD in 2014-15, 30 projects (91%) were on-time, on-budget, and rated good or better in customer satisfaction.

Areas that still need improvement include response time to Severity 1 tickets and customer satisfaction with Business & Fiscal Operations services. Accordingly, ISD is beefing up resources and examining processes in these areas.

You can see the full reports on the SMC Performance pages (you can read the FY2014-15 Year End Update” section at the bottom of each report for an overview of the updated metrics):

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