ACTIONS the Bureau of Technology Services (BTS) has already taken to improve customer service:

• Reorganized BTS with the focus on building a culture of responsive customer service
• Appointed an interim Deputy Director to focus on executing customer service initiatives while allowing the CTO to focus on the successful delivery of critical technology projects.
• Formed a customer advisory committee to increase transparency in how BTS delivers and charges for service and to collaboratively begin to align IT services with customer business needs and priorities
• Implemented processes and tools to effectively track customer requests and reduce the number of dropped balls
• Stock PC inventory onsite to reduce the delivery time for new and replacement pc and laptop computers
• Redirected Technology Business Consultant (TBC) to add value by understanding customer business needs and defining service level expectations
• Implemented additional performance metrics to measure service delivery output and effectiveness

ADDITIONAL ACTIONS BTS will be taking to continually improve customer service:

• Replacing our antiquated Help Desk Call Tracking System (Remedy) with an improved product (Altiris) that aligns with industry best practices
• Soliciting feedback from customers through a brief survey upon closure of all Help Desk support incidents
• Providing front line staff with formal customer service training