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.
Meetings
1. CSS Managers Meeting Calendar and Agenda Planning
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 Plans
1. Fall 2008 Service Quality Goals.
See this Word documentdistributed by Don 9/4/2008. The sixteen items here are a time-bound prioritized subset of the 109 items in the current Operational Plan (see below).
2. FY2009 Operating Plan.
See the attachments tab of this wiki page for the CSS FY08 Operating Plan, last updated by jfw near the end of June 2007.
Critical Process Documentation
1. 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.)
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.
2. Public-Facing Measures
The latest version of the IS&T Public Facing Measures site portrays a selected subset of measures drwn from the Quarterly Reports.
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 |https://wikis.mit.edu/confluence/display/ISTMEASURES/CSS].
Emergency contact info for CSS Managers
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.