Results will be used to enhance technical support at the University. Ensure that resolution of customer's requests for assistance is provided by the support center within 2.5 days. Measure the number of faculty, staff and students who subscribe to the IT on-line newsletter and use the IT web site. Currently the MTTR for service requests is 5.49 days. In 1998 there were 340 subscribers to the electronic newsletter and 980,000 visits to the IT web site.
Survey is in development.
Improvements in training and staffing levels have been identified. These changes will enable the timeliness to improve. In addition, on-line help desk services are being implemented to enable customers to find answers and receive services without calling the help desk. These metrics are evaluated weekly at the TSS management team meeting. Enhanced efforts to add more services to the web are underway.