Transcript TechQual+ - Information Technology

Origins
• SERVQUAL
• IS SERVQUAL
• LibQual+
Theoretical Model
• Define services from the end user point of
view
• Understand that end user expectations are
shifting dramatically
• Benchmarks for comparative purposes are
possible
TechQual+ Approach
Assessment Questions
• When it comes to. . .
– “Having adequate capacity (speed,
bandwidth) on the wireless network”
– My minimum service level is (1-9)
– My desired service level is (1-9)
– Perceived service performance is (1-9)
Premise
• Duplicate LibQual+ Success
– Develop scientifically valid instrument
– Develop web portal to administer instrument
• Remove the burden of survey research and
reporting from end user institutions
Three Questions
• “What are IT services in higher
education?”
• “What leads an end user to prefer one
provider over another?”
• “How can we assess and measure these
services in a general, comparative way?”
Social Scientific Approach
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Start with qualitative interviews
Perform content analysis
Develop instrument
Conduct field tests
Perform standard statistical tests
Revise and start the cycle over
Three year project
2006 TAMU Instrument
• Wired, Wireless Networking and Online Access to
Resources
• Helpdesk, Support, Training, and the End User
Experience
• Access, Support for Administrative Systems
• Campus Website, Web Publishing Tools, and Support
• Available Computing Hardware and Software
• Shared Governance, Opportunities for Feedback, and
Inclusive Planning
Zones of Tolerance
Wired, Wireless Networking and Online
Access to Resources
• When it comes to. . .
– Having adequate capacity (speed, bandwidth) on the wired
network
– Having adequate capacity (speed, bandwidth) on the wireless
network
– Having wireless network coverage that covers all the areas in
which I work and learn
– Having access to critical campus resources from off-campus (at
home, traveling)
– Getting the training or support required to best take advantage of
computing resources
Helpdesk, Support, Training and the
End User Experience
• When it comes to. . .
– Helpdesk staff who are willing to help and instill confidence in
users
– Helpdesk staff who are consistently courteous and ready and
willing to respond to my request for assistance
– Having my request assigned to the person who could best
provide me with assistance
– Helpdesk staff who really understand the problems I am
experiencing
– Having my helpdesk request resolved in a satisfactory amount of
time
Access, Support for Administrative
Systems
• When it comes to . . .
– Access to the administrative systems that are necessary to be
successful in my job
– Training and support for my use of College Station-based
administrative systems (e.g. FAMIS, SIMS, Library, MyRecord,
Neo, etc.)
– Having timely access to the information that I need to be
successful in my job
– Having mechanisms to provide feedback on the direction of
College Station-based administrative systems
– How easy it is to access and make use of College Station-based
administrative systems
Campus Website, Web Publishing
Tools, and Support
• When it comes to. . .
– Having a website that represents the entire campus
– Having access to web-based resources that provide
up-to-date information that is helpful
– Access to tools, training, and support to help me (or
my department) engage in web publishing
– Having someone available who handles all my (or my
department’s) web publishing needs for me
– Opportunity to provide feedback on the direction of
the campus website
Available Computing Hardware and
Software
• When it comes to . . .
– Having a variety of software packages available that meet my
needs
– Having the latest and greatest desktop computing (or laptop)
equipment available.
– Classroom technology that enhances the presentation of my
course materials
– Getting adequate training and support for my use of classroom
(or AV) technology/equipment
– Having access to tools (videoconferencing, training, etc.) that
help me stay connected to those abroad whom I need to work
with
Shared Governance, Opportunities for
Feedback, and Inclusive Planning
• When it comes to . . .
– Opportunities to provide feedback to ITS
– Programs, procedures, and processes that align the
IT mission with the needs of the institution
– Opportunities to participate in processes that drive the
allocation of IT resources campus-wide
– Dissemination of information regarding technology
resources, initiatives, and programs
– Participating in a community of end users seeking to
make the best use of technology resources
Focus Areas
• Connectivity, Access
• End User Experience
• Administrative Systems,
Online Processes
• Campus Website, Web
Publishing
• Computing
• Shared Governance &
Inclusive Planning
• Instructional
Technology
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Plan moving forward
• Identify collectively what those twelve or thirteen focus
areas should be
• Identify participating coordinator for each focus area,
charged with “owning” the focus area and collaborating
with everyone to develop the questions
• Ties, or disagreements will be broken by project
directors Chester and Weber
– “Are we seeing this from a technologists perspective or an end
users perspective?”
Thanks for participating
• http://www.techqual.org