A Brief Chat to Ensure Satisfaction: Post-service Call of CSC Work Request
With the aim to obtain timely feedback from our end users on the quality
of CSC services, our staff have been randomly selecting end users each weekday and giving each one of them a call to see if the jobs being raised in the CSC Work Request Forms (CSCWR) were completed to their satisfaction. They are also invited to give suggestions or comments on how the CSC can further improve its services, and to speak to the CSC management team direct if they so wish.
During September and October 1999, 434 out of a total 514 post-service phone calls have been placed, and we are delighted to know that all users except one being contacted are satisfied with the services rendered. The CSC is extremely grateful to those users who responded to our calls and especially to those who spent their precious time to share with the CSC’s management team their valuable comments and suggestion. Below please find some of the most desired improvements as well as the corresponding actions being taken:
What users desired most |
What the CSC has done |
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Most of the popular services have fixed charges and can be found in the Computer Shop Buyer’s Guide under Intranet. Also, users can, on the CSC Work Request Form, request a quotation or estimation on service charge be provided before the commencement of work. |
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Support staff have already been instructed. |
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Support staff have already been instructed. |
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Support staff have already been instructed. |
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Will be considered on a case-by-case basis during job scheduling. |
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As our operation is a self-financing one, all operation costs therefore must be fully recovered from services rendered. To protect our users, the service rates and quality are reviewed regularly to ensure our rates are lower than market’s and our services are value for money. |
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Situation is being closely monitored and will add more lines if necessary. |
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Will be considered on a case-by-case basis during job scheduling. |
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Can appeal to one of the ADCSs if in doubt. |
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Additional dedicated network equipment and software will be installed to measure or test the network performance from individual departmental LANs to the campus backbone. |
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A complete review of the existing arrangement is underway. |
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To be discussed with FMO. |
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Will do our very best. |
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To be implemented. |
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Being studied. |
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Being considered. |
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Stay put unless additional funding is available. |
The CSC will continuously collect and review these suggestions and comments, and make improvements accordingly. However, some of the improvements can only be made when resource and technology permit or when it is cost effective to do so.