Are calls for support requests to the district’s Technology Service Department being received by various TS staff? Does the squeaky wheel system prevail for prioritizing open requests and work orders? TS management issues are assured to be compounded under a reactive response mode if response times for completing work are not systematically measured or support requests are being completed without documentation in the service request system. If data measures to support actual work and workflows are incomplete, it will be difficult to predict and make judgments about staffing needs. Establishing a customer care area is highly recommended in the TS department to coordinate technical service priorities, answer service and support calls, and monitor service request workflow. Regular reports need to be provided to TS executive management based upon the customer service unit’s tasks, including:
- Analyze technology requests, conduct detailed problem analysis, and make appropriate assignments.
- Run open work order list for all employees. Review all open work orders. Review backlog of service reports.
- Discuss any service issues with management.
- Run accountability reports each week to ensure employees are tracking their time.
- Post status reports to the Internet website to provide feedback to campuses and departments as to the status of outstanding requests.
- Run customer follow-ups each week and evaluate work flow activity.
- Track service requests to closure and conduct surveys to ensure customer satisfaction.
- Monitor service request response time, priority designation, cause, and resolution.
- Monitor for backlogs and escalate outstanding requests to ensure service completion, according to timelines in TS Department’s Priority and Service Level Agreement.
- Implement initiatives for overall technology service improvement.
Technology systems are increasing complex and are integrated into nearly all daily instructional and administrative processes in the school district. A structured customer care system is paramount to ensure maximum up time and optimal performance levels are achieved. Timely resolution of issues is an absolute requirement to enhance students’ educational experiences, and support staff members’ effectiveness and efficiencies in accomplishing tasks.
At the end of the day we need to ask “Are technology systems working for the district’s employees?” OR “Are the district’s employees working for the district’s technology systems?” Hopefully the answer is the former. The later can be exceedingly expensive and a significant distraction from primary priorities directly related to students’ educational experiences, in addition to creating significant additional internal control risks.