Changes OIT is making based on YOUR feedback
from the 2019 Customer Satisfaction Survey
| Feedback | What OIT is Doing |
|---|---|
| I have too many passwords to remember. | We have provided a secure password vault service: LastPass Enterprise. |
| It's hard to use the campus directory. | We have upgraded the directory to include the fuzzy-search capability developed by the Donald Bren School of Information and Computer Science. |
| Data Warehouse and Cognos are hard to learn. | We are improving our website, producing short training videos, adding new features to DWQuery, and supporting Tableau for data visualization. |
| We want live chat for the Help Desk. | We are investigating a seamless integration of chat functionality with our service portal. |
| It's hard to find information on the OIT website. | We are undertaking a re-design to improve access to key or popular areas of the website. |
| Kuali Research times out and I lose work. | In partnership with the Office of Research, we have increased the web browser timeout settings to reduce information loss. |
| Requests to Facilities Management should be easier. | In partnership with Facilities Management, we have introduced a simplified user interface for Request Central. |
| The Research Management System is hard to use. | In partnership with the Office of Research, we are deploying the latest version of Tick@Lab which includes significant user experience improvements. |
| Ordering Telephone and Network Services should be easier. | We improved the telephone and network ordering process by moving from a multipurpose form to service-specific forms with clearer instructions. |
| Office 365 and Exchange documentation is incomplete. | We will improve Office 365 service end-user documentation. |
| WiFi coverage needs improvement in some areas. | We are improving WiFi coverage by replacing older access points on campus with higher performance models as well as expanding coverage in student areas with the support of eTech. |
| Canvas needs better documentation and increased support. | Common instructor questions will have answers in ServiceNow, and a direct business-hours phone line to Canvas support staff has been established. |
