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  Information Technology & Services 1 OLD

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IT Customer Service Survey Results 

In April, 2010 we conducted our baseline Information Technology Customer Service survey for faculty and staff. For our baseline year our goal was to earn an 85% or higher favorable rating and we achieved that goal in 7 of 12 categories. Below is a summary of our results, and for categories in yellow or red there is an action plan to improve our results. The next survey will be conducted in Spring 2011.

Here are the results:

Questions %  Favorable

Help Desk is courteous

Help Desk personnel are able to resolve my problems in a reasonable time frame

I have an adequate PC to do my job effectively

The software on my PC is kept current

Classroom technology is maintained in good working order

ACTIONS: Technology in classrooms on the 2nd floor of Hale and Hale 307, Joe Walton 140, and 250, Hopwood Hall, John Jay 117, and Patrick Henry 102, 304, and 306, has been replaced for the 2010-2011 academic year.

Classroom technology problems are resolved in a reasonable time frame

ACTIONS: A new capability to remotely monitor and correct problems with technology in classrooms will be operational for the beginning of the 2010 academic year.

eMail is reliable

I can easily access the applications I need from my computer from off-campus

ACTIONS: The main off-campus method to access RMU applications while not on campus is Citrix. Citrix has been upgraded with additional applications during the summer 2010. An alternative to Citrix will be evaluated in 2011.

Click Here here for more information on off-campus applications.

Users with RMU-issued laptops can contact the Help Desk ( or x2211) for other off-campus options.

Wireless internet access is available where I need it

Information is easy to find on the website

ACTIONS: a project is underway, with Human Resources as the first department, to organize and categorize data important to RMU employees so that it's easy to find. Some employees outside of Human Resources will be interviewed as part of the process.

I am informed adequately of system outages, e.g., GroupWise maintenance

RMU laptop users only: VPN is an easy way to connect to the RMU network from off campus

ACTIONS: A program to educate RMU-issued laptop users on easy ways to access the RMU network was initiated in Summer 2010.

Users with RMU-issued laptops can contact the Help Desk ( or x2211) for information about RMU's Virtual Private Network (VPN).

Do you have any suggestions to improve IT services? Send us an email at




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