ERIC Number: ED447875
Record Type: Non-Journal
Publication Date: 1999-Sep-14
Reference Count: N/A
Educational Technology Services, Customer Services Team. Final Report.
Gruhn, Bill; Keys, Terry; Bates, Pat; Cheasty, Diane; Christian, Marilyn; Cunningham, Bob; Ferguson, Bianca; Lewis, Millie; Mancuso, Ellen; Ryther, Dick; Weidel, Pam
The report describes the evaluations of the current practices of Educational Technology Services (ETS) at Monroe Community College (New York) by the Customer Service Team. ETS provides all aspects of technology support to the College. The "customers" of ETS include students, faculty and staff. With the goal of developing a Customer Services Plan, the team set out to determine any weaknesses that affect the level of service that ETS provides and to determine what could be done to eliminate them. An extensive survey had been conducted that evaluated all areas of ETS, including customer service from the perspective of the entire college. The results of the survey were incorporated into the finding of the Help Desk Study Team. This team decided to develop a confidential survey that would evaluate ETS customer service from the perspective of those within the ETS division. The main areas of concerns included communications, the "gray" areas that exist between some of the departments in ETS, and insufficient staffing to keep up with current and future technology initiatives. The recommendations of the Customer Service Team focus on improving communications and coordination within the Educational Technology Services division. Appendices contain the Help Desk Study Team Final Report, ETS Customer Service Department Survey, Technology Plan Customer Service Survey, List of ETS staff surveyed, and Qualitative results of ETS Customer Service Department Survey. (JA)
Publication Type: Reports - Descriptive
Education Level: N/A
Authoring Institution: Monroe Community Coll., Rochester, NY.