Provide customer support which uncovers requirements, promote awareness of availability, improve skills, and resolve problems in the usage of University data processing business systems, as well as installation, assistance with training requirements and problem resolution.

Provide a phone/email support service to the McMaster community consisting primarily of basic technical assistance and problem resolution for a specific list of supported computer products and services. Typically the calls received are of a technical nature as opposed to questions about specific software such as WordPerfect. Advanced questions/problems are dispatched to the appropriate contact in CIS.

IMPORTANCE TO UNIVERSITY MISSION:

• Supports teamwork by providing support for all members of the University community in the accomplishment of their goals /work whether instruction, research, administrative functions or in the pursuit of personal growth in their use of computing technology.
• Supports the goal of eliminating bureaucracy by providing a single point of contact for campus community to CIS services and support. Allows more effective use of CIS technical staff/expertise (shields from basic/nuisance calls). Customers receive consistent information (general info, explanation of unpopular policies, service limitations).
• Supports the goal of maintaining and improving the high quality of McMaster's faculty and staff by increasing faculty/staff effectiveness (reduced time lost due to computing problems, lack of knowledge). Enables identification of common problems, customer training needs Alleviates faculty/staff stress during changes in computing technology or services as they have somewhere to consult and receive assistance.
• Advise, consult, share expertise and provide assistance to faculty and staff in the use of computing technology to fulfil their position requirements. Results in improved/enhanced skills, reduced time loss due to lack of knowledge or training, fosters competitive and innovative applications of computing bringing recognition to the University.

Potentially any/all members of the McMaster community (including Alumni, retirees); primarily services faculty and staff

HOW WELL IS IT DONE? HOW DO I MEASURE?

(a) Achievement of Objectives

Feedback received from customers is the best source of information. Surveys and focus groups are also held.

For the helpline, customer surveys are conducted. Daily, weekly, monthly summary statistics reported. In the budget year 2000/01, 44,539 inquiries were handled. This is an increase of 20,000 from 1996.

Workshops, demos and LunchTime Seminars provide personal feedback situations.

(b) Cost

Helpline services - 2 FTEs. Beyond that specific costs are hard to identify as all CIS staff are involved in customer support. Training, etc plus resources as required from other areas of CIS

EXTERNAL LINKAGES (e.g. Application Centre)

- HelpDesks at other institutions.

- Member of HelpDesk Institute.

INTERNAL LINKAGES (other offices)

-Ongoing working relationship with other faculty/department training & support staff

- customer advisory groups, pilot group

- CIS staff work with InfoTech reps in support of proactive training, uses of technology, upgrades/changes