UAB IT improves customer service rating for Desktop Services

For a majority of UAB employees across campus, if you don’t have a computer, you can’t do your job.

So UAB IT has put a priority on improving response time to get your equipment fixed or replaced.

In the past six months, UAB IT has improved the problem resolution time of its Desktop Services team to average under one day — and reduced the time it takes to replace a desktop computer to less than two hours.

Those response times, along with a number of other improvements, earned UAB IT a 2.5 maturity rating from industry-leading customer service consultant HDI — up from a 0.8 in just eight months.

“Our employees have always put customers first, but now they have better tools and processes to help them focus their efforts,” said Jamie Witter, associate director of IT Client Services. “I’m proud of their commitment to our customers and the efforts they have made toward improvements.”

Among the improvements in UAB IT:

  • Incident resolution time improved from 3.02 days in September 2017 to less than one day in May 2018.
  • Processes have been improved, including one that helps ensure less than two hours of downtime to replace a desktop computer.
  • Fifty percent of incidents are now resolved remotely.
  • Customer satisfaction improved to 4.8 in May, on a 5.0 scale.
  • Procedures are in place to help improve employee satisfaction.

“Our goal is to get you back to work as quickly as possible, so that computer downtime doesn’t disrupt the work you do to educate students, research problems and run the University,” said Curtis A. Carver Jr., Ph.D., vice president and chief information officer.

Last modified on June 25, 2018