CSS KPI journey

Posted on: January 26, 2018

ITS – Customer Support Services (CSS) UT Service Desk has been on a journey to look at their numbers!  Whether a student or a staffer, the Service Desk (IT@UT) is likely the first point to go to for any IT related question or issue.  This past year, the team embarked on an initiative to better serve our community.  This included collecting data to help improve overall performance.  From this data, they have developed key performance indicators (KPIs) that help them to “know where they are” on the journey to extraordinary service. Data gathering tools include the ServiceNow ticketing and service management solution and the InContact automated call distribution system to provide improved data visibility.  This is leading to process changes that have greatly enhanced our service delivery. Here are a few highlights.

Contacts per Month – CSS has improved the accuracy of the contact volume metric.  Knowing when the rush is coming and for how long allows for improved staffing models to better handle peak periods. Over the course of calendar year 2017, the Service Desk handled 60,000 contacts.

Average Speed to Answer (ASA) – Phone calls continue to be the prominent contact method. One measurement of service is the amount of time, in seconds, that a caller will typically spend in-queue before reaching an agent. This KPI is important for assessing the team’s efficiency and performance and staff scheduling. Shorter time in-queue leads to better agent accessibility for callers and improves customer satisfaction. The service level objective is 30 seconds. As a result of data analysis, new processes were implemented that reduced our ASA from 169 seconds in September 2016 to 37 seconds in September 2017.  September is the Service Desk’s busiest month of the year.  For 2017, CSS averaged 33 seconds per call and, based upon current trends, 2018 will reflect more improvement.

Ticket Categorization – Ticket categorization data shows what kind of tickets CSS receives and where the team needs to focus training and knowledge articles. In 2017, the top services supported were EID, UTmail, Mainframe, Duo, Wi-Fi, Office 365, Canvas, and UTLearn.  Forty-three percent of contacts came from students.

Customer Satisfaction – As part of the ticket survey process, customer survey responses are measured and monitored. The measurement scale ranges from one (extremely unhelpful) to seven (extremely helpful). The composite customer experience service level objective is 85%. In January of 2017, the satisfaction score was a bit disappointing, 75%. As a result of utilizing KPIs, survey review, and improved follow-up processes to understand issues, satisfaction scores improved and consistently exceed the 85% goal. In June, they reached an all-time high of 98% and ended the year with an average of 88%.

In 2018, CSS will continue the journey, introducing reporting to include first contact resolution, an indicator that will provide effectiveness of resolving a customer issue on the first contact.

Thanks CSS Team – great job driving value for our campus!