We Heard You
In Spring 2023, we asked you to complete our OIT Satisfaction Survey to help us get a clearer picture of what OIT products and services are working well and which are in need of improvement. We received our highest response rate yet, and we want to thank you all for taking the time to share your important feedback.
The survey responses we received were thoughtful and detailed, and the trends we found throughout will inform current and future plans.
What You Want
Availability of better online documentation of processes, services, and systems
What We’re Going to Do
Increase online support for systems and services, including:
Updating and adding self-service documentation and training resources for key systems and websites like:
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- Canvas and its additional plugins
- Data Warehouse/Business Intelligence
- Information Security Management Program
Additional visibility into OIT processes and timelines, such as new hire onboarding and hardware ordering
What You Want
Improvement and/or replacement of legacy systems that are outdated or difficult to use.
What We’re Going to Do
Work to update, improve or replace key systems across campus, to improve customer efficiency and satisfaction.
- Identify legacy systems in need of improvement or retirement, such as:
Fast Class, Achieve Online, KFS, etc.. - Migrate campus phone users to MS Teams phone service, which better suits the agility, sustainability and cost goals of Work Reimagined
- Continue campus Wi-Fi upgrade, to ensure smooth, continuous internet access across UCI
- Communicate updates and training available as system improvements happen, such as the newest capabilities for KFS:
- Improved Accounts Receivable system
- Releasing GEC Express process in August 2023 with fewer approvals required for lower-risk transactions
What You Want
Tailored service based on individual needs – phone, chat, self-service
What We’re Going to Do
Implement increased communication protocols for support requests, with more detailed explanations and transparency during service issues, both in-ticket and via phone and email follow-up, based on customer preference.
- Increase support during anticipated times of heavy traffic, to decrease support wait times.
- Adjust staffing to anticipate the needs of customers based on higher and lower traffic times of the year, during service implementations or changes, and when otherwise indicated
What You Want
Streamlined and updated key processes that allow for easier customer interactions and use.
What We’re Going to Do
Identify gaps and bottlenecks in key OIT processes, to ensure smoother, quicker customer interactions and service such as:
- Improve inventory management of assets for smoother onboarding of new hires, including laptops and other tech supplies
- Streamline the supplier security review process, and provide more clarity around the overall process.
Utilize technology to improve customer processes and day-to-day system utilization such as:
- Updates to the advisement portal that allows advisors to switch the modality of an appointment from remote to in-person, and vice versa.