Survey Says: IT Satisfaction High

 

Is the Help Desk living up to its name?  Does your technology toolkit have what you need?

In not so many words, those are the kind of questions the County Technology Office (CTO) recently asked all employees in its latest IT Customer Satisfaction Survey.  The results are now in, and they’re overwhelmingly positive. 

On a five-point scale, the County had an average score of 4.08 – the highest since the annual survey began in 2008.  The consulting firm Gartner, which worked with CTO on creating the survey, says when compared with similar Gartner clients, the score puts the County just shy of a Best in Class ranking.

“We’re extremely pleased.  This is a major step up for us,” said CTO’s Patty Carpenter, who leads several customer – that’s you – support initiatives.  “All indications are that customers are really happy.  It’s a very good feeling to know that our customers are satisfied. “

Carpenter noted the survey came after the year when HP took over the County’s IT contract, and the results are evidence of how smoothly that transition went. 

The top grade came for IT support responsiveness: how quickly you get help when you need it.  The Help Desk in particular had the highest score of all services in the survey.  Eighty-six percent of respondents said they call the help line at least once a month.  That would explain why in a ranking of all services by importance, the Help Desk led all others by a wide margin.

A team will be charged with combing through the responses more closely and reviewing all comments.  They will look for trends and come up with specific proposals for improvements.  The same process has been used after previous surveys and resulted in a number of positive changes.

A little more than 10 percent of County employees took this year’s survey.  Gartner says with that level of response, the County can be confident the score is representative of all employees.  But CTO would like to see participation even higher in the future.

“This survey helps us stay in tune with the needs of our customers,” Carpenter said.  “It helps us sharpen our focus on areas that may need improvement and work with our outsource partners to find ways to deliver better services.”

You can get more details on the survey results from this report (PDF).  And you don’t need to wait for the next survey to give CTO your thoughts on IT.  Email the office anytime at cto.feedback@sdcounty.ca.gov.