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Measuring the Perceived Value of your IT Service

Measuring the Perceived Value of your IT Service. A b rief overview of TechQual + Project www.techqual.org. Marin Stane k Director of Communications & Support . Combating Anecdotal Info & Perceptions . Date : Wed, 1 Sep 2010 08:59:42 -0600

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Measuring the Perceived Value of your IT Service

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  1. Measuring the Perceived Value of your IT Service A brief overview of TechQual+ Project www.techqual.org Marin Stanek Director of Communications & Support

  2. Combating Anecdotal Info & Perceptions Date: Wed, 1 Sep 2010 08:59:42 -0600 From: I.M. Important <Important.Professor@Colorado.edu> To: 'IT Service Center' <poc@Colorado.EDU> Cc: President@colorado.edu Subject: IS ANYONE LISTENING??? For the tenth time: the migration to “the new portal" is a DISASTER!!!!!!!!!! After numerous complaints I tried again today with the following PROBLEMS: • The “old portal” no longer has the rosters that were there a few days ago—why wasn't anyone informed of this? • On the “old portal” it says I have no Fall 2010 courses--I have 3. • On the “new portal” it takes 4-5 steps to get to the rosters that I could get to with one click before on “old portal” • When I ask for the roster from one of my classes A DIFFERENT ROSTER APPEARS!!       Please spare me your usual platitudes and apologies--JUST FIX ALL THIS! “Every faculty member I know feels the same way.”

  3. Background & Structure • Established in 2006/2007 by Tim Chester CIO, at Pepperdine • Derived from LibQual+ and ServQual+ 2010 ECAR Bulletin #18 Structure • Connectivity and Access • Technology and Tech Services • End User Experience 18 Questions, assessed on three dimensions (using a 1 to 9 scale): • Minimum—what is lowest level acceptable • Desired—what is wanted • Perceived—typically provided

  4. Connectivity & Access 1) Having adequate capacity (speed, bandwidth) when using the wired network 2) Having adequate capacity (speed, bandwidth) when using the wireless network 3) Having wireless network coverage in all the areas that are important to me as a faculty, student, or staff member 4) Having a university network that is reliable, available, and performs in an acceptable manner 5) Having access to important university provided technology services from my mobile device 6) Having access to important university provided technology services from off campus when at home or traveling Technology & Technology Services 7) Having a university web site that provides timely and relevant information 8) Having a sufficient number of online (i.e. web based) services that are helpful to me 9) Having university information systems (finance, HR, student, library, or portal) that are easy to use and are helpful to me 10) Access to timely and relevant information from university information systems (finance, HR, student, library, or portal) necessary to be successful in my role as a faculty, student, or staff 11) Having online (i.e. web based) services that perform (or respond) in an acceptable manner 12) Having technology within classrooms or meeting areas that enhances the presentation of information The End User Experience 13) Getting training or self-help resources that help me become more effective with technology services at my university 14) Support staff who are knowledgeable and can assist me with resolving problems experienced with technology services at my university 15) Support staff who are consistently courteous and ready to respond to my request for assistance with university provided technology services 16) Getting timely resolution to problems I am experiencing with technology services at my university 17) Opportunities to provide feedback regarding technology services at my university 18) Participating in a university wide community of end users seeking to make the best use of technology resources

  5. Survey Deconstructed • Zone of Tolerance: range between minimum and desired. • Adequacy Gap Score: subtract the minimum expectation from the perceived performance • Superiority Gap Score: subtract the desire expectation rating from the perceived performance rating

  6. Pros and Cons… Pros Cons Rigid structure/set questions (1-18) Derivative of questions came from small sampling to ascertain core IT commitments • Valid/reliable survey instrument • Ease-of Use, some flexibility for open-ended questions • Peer database • Opportunity for reoccurring assessment cycle

  7. Conclusions • Another tool in metrics toolbox, especially if transactional metrics have been established • Worthwhile, especially if the institutional research department can lead effort • Gives data beyond transactional metrics

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