Reorganized in Fall 2008, this is the home page of the Client Support Services wiki space. Included among the things it organizes are: - agenda development for the CSS Managers meeting, biweekly on Tuesday at 11 am.
- work planning artifacts, such as the Strategic Plan, Operating Plan, short-range goals, etc..
- assessment tools and results, such as client satisfaction surveys, process dashboards, etc.
Meetings1. Calendar and Agendas
Managers should open the calendar and agendas page to add items for the next or an upcomig meeting. (Posting to the agenda is much preferred to relying on a roundtable offering if time permits.) Work Plans1. Fall 2008 Service Quality Goals.
See this Word documentdistributed by Don 9/4/2008. The items here are a time-bound prioritized subset or update based on the 109 items in the current Operational Plan (see below). 2. FY2009 Operating Plan.
The "109 Activities" document from Spring 2008. Process Development and Documentation1. Checklist for Engaging CSS on Project and Service Releases
This work is underway now.
(ISDA has a fragmentary version they now include in their project planning.) 2. XDPP Cross-Directorate Project Planning Process
The XDPP team meets monthly. It works from the latest version of this excel document that arranges a cross-directorate subset of IS&T's current projects in a convenient list. Assessment Efforts 1. Quarterly Reports
The latest official quarterly reports are collated by the VP's office and published in the Reports page of the IS&T web site. As there is often a lag between the submission of the reports and their appearance on the main site, a copy of our submittals is here. 2. Public-Facing Measures
The latest version of the IS&T Public Facing Measures site portrays a selected subset of measures drawn from the Quarterly Reports of several directorates. 3. Internal Process Dashboards and Client Snapshot Survey Reports
We maintain a variety of reports on RT-queue ticket handling and per-ticket client satisfaction snapshot survey reports . This page is limited-access to members of css-managers-list and css-tl only.
It has home phone and cell phone info for everyone on that list and is understood to be used only in emergencies. |