This service was begun in July of 1994 to give a central contact point for clients reporting computing problems. Prior to this, they had to hunt for the right WCC staff member to solve their problem. Clients now contact a central location by phone, E-mail or the World Wide Web. All staff have on-line access to ARS, which provides instant notification of problems. Each updates problem status and keeps the Help Desk informed.
All staff meet briefly each week to update projects and collaborate on solutions.
We continuously seek new ways to improve service. This card will inform customers that a staff member has responded to a problem, the solution, and what, if anything, is still needed. It will include a customer survey to be filled out and returned to indicate customer satisfaction. Currently, follow up calls from the Help Desk measure satisfaction. In the future, we will use both methods.