Performance Measures in Client Support Services
There is a regular and periodic data collection and presentation process for many of the work processes in Client Support Services. This table provides access to the latest version of each related dashboard and client-satisfaction-survey report. Updated at least monthly, usually every two weeks.
Line of |
Process |
Client Satisfaction |
Other |
Archives |
Comments |
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|---|---|---|---|---|---|---|
Accounts |
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User Accounts |
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Admin IT |
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DITR's Admin IT Preventative Maintenance Program |
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Athena Help |
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Athena OLC data collection began in pilot-mode in July 2007. |
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Business Help |
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Computing Help |
Note: ACD reporting has been restored as of January 2008. |
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DMCA |
n/a |
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Reports of copyright violations and other DMCA issues. |
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N24 Service Center |
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Network-Requests |
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OIS manages the queue, and some of its cases are escalated to it by CSS. |
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RCC |
n/a |
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Residential Computing Consultants help out in MIT dorms. |
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Software Distribution |
n/ahttp://web.mit.edu/measures/css/dashboards/latest-vsls-surveys.pdf |
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VSLS distributes some titles via CD, which is measured here. |
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Software Downloads |
n/a |
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Much other software comes via web download, which is here. |
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Software::Mobile Devices |
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These are cases solved largely by Andrew Yu as part of his role as Mobile Devices platform coordinator. |
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Security |
n/a |
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Cases of network break-ins, viruses, etc. |
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Stellar |
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Help cases about the stellar.mit.edu courseware system. |
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StopIT |
n/a |
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Telephony |
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TNIS |
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VoIP Help |
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A VoIP-oriented view of telephone help requests in a mixture of RT queues. |
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Description |
Location |
Comments |
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3 yrs of CSS measures |
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Quarterly Report 2 pager |
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