The University Record, January 21, 1998

From the Information Technology Division

The campus community will begin to see some changes this month when they order telephone, data or video services from the Information Technology Division’s (ITD) IT Communications (ITCom). These changes are the result of an intensive review of ITCom’s service delivery process.

“When we began our review of how ITD delivers telephone, data and video services, our main emphasis was how we could provide quality services more efficiently and easily to the campus community,” said Jose-Marie Griffiths, University chief information officer and ITD executive director. “Now that we are actually implementing the changes which were recommended by our project team, I believe users of these products and services will be pleased with the improvements.”

Here are some of the changes the University community will see:

New extended business hours (8 a.m.-4:30 p.m.), including coverage during the lunch hour.

Faster service by calling 763-2000 instead of calling a customer service team.

On-line service order forms that may be filled out electronically, then printed and submitted in paper format. (We are working to make on-line submission available soon.)

Orders will be categorized into one of three different groups, depending on the complexity of the work to be done.

1) Quick Response OrdersãThose with low complexity such as a feature change, voice mail addition or password reset. ITCom is committed to a 24-hour turnaround on these orders.

2) Fastpath OrdersãMore complex orders, including phone moves, adds, changes or deletions up to 10 sets. These orders will be completed within five to seven business days after the order has been confirmed.

3) Coordinated Requests–Complex orders that involve design or redesign of the physical plant, new construction or renovations to the physical plant. Each of these orders is unique and the length of time needed to complete each will be determined on an individual basis. A project manager will be assigned to work directly with the customer on each Coordinated Request order.

New productivity measurements are being put in place to make sure ITCom is meeting its quality standards and turn-around time estimates.

To ensure that ITCom continues to meet the needs of the campus community, customer satisfaction forms will be sent by e-mail to customers after completion of requested services.

“These are the first improvements in service the campus community will see,” said Cheryl Munn-Fremon, ITD director. “Additional changes will occur in the near future, including the availability of up-to-date information on the Web about rates, and telephone, data and video products, and services. We also will be using new call center technology to help improve orders. Announcements of these and other changes will be forthcoming.”

The Service Delivery Improvement Project was established in November 1996 in response to feedback from members of the University community who said that ITD needed to improve how it provided telephone and data services. More information about SDIP can be found on its Web site at http://www.itd.umich.edu/itd/sdip/.

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