Public Facing Measures
IS&T publishes to the world a selected set of measures at http://ist.mit.edu/about/measures. The page shows the current values for key measures, with a time series of quarterly observations going back several years. Measures are drawn from the published IS&T quarterly reports.
IS&T Quarterly Reports
The several directorates of IS&T generate quarterly reports containing narrative and graphs contributed by individual team leaders and managers. Published reports are available at http://ist.mit.edu/about/reports. Measures submitted in the CSS quarterly report come from several sources, including quarterly narrative from the team leaders and process dashboards supported by CSS Headquarters in collaboration with the process leaders.
Process Dashboards and Surveys
CSS sponsors a per-ticket client satisfaction survey, with weekly emailed invitations in response to the resolving of a ticket in most client-facing queues in the RT system. Results are tabulated weekly and made available to process teams and leadership.
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