The Technology Help Desk, in tandem with the ITS Project Office, conducted a focus group in the Spring of this year to gain a better understanding of how services to campus customers are perceived and might be improved.

Since that time, Lorrie Marsh and Dan Cleaves have been out and about evangelizing Technology Help Desk and internal department support services across campus, which has resulted in a noticeable drop in misdirected requests for support.

Plans are underway to make self-service support options available to users when the Technology Help Desk is closed or the staff there is overloaded with support requests. More news on this as plans get fleshed out.

This is a great example of how talking to customers can result in service improvements that contribute to meeting departmental goals for customer service.