Delivering Exceptional Customer Service

Tracking customer service metrics provides clear, data-driven insights into how our services are meeting the expectations of faculty, staff and students. By listening and learning from the experiences of our users, we aim to create a culture of continuous improvement and ensure our IT services truly align with the needs of our university community. Ultimately, monitoring customer service metrics helps us to deliver more reliable, efficient, and user-focused support. 

Current scores are drawn from ongoing surveys of customer interactions with the 24/7 Support Center. According to EDUCAUSE, a rating of 4.3 or higher reflects strong IT support performance. UITS is initiating an annual university-wide IT Customer Satisfaction survey in spring 2025.

Building a Resilient Security Framework

Building a resilient security framework is critical to protecting the university’s data, systems, and users from evolving cyber threats. Conducting an inventory of the university’s hardware infrastructure, and monitoring it 24/7/365 and reporting on its security level through a centralized mechanism is an important part of this process. 

We are currently in the process of two major initiatives in this area:

• Migrating faculty and staff laptops/desktops to an endpoint management platform, which will establish a current inventory of all devices and ensure they are managed securely and effectively, enhancing the overall customer support experience. 
• Migrating servers to a centralized management system, ensuring updates, patches, and antivirus protections are applied automatically and consistently. Servers that are no longer needed—or whose functions are now delivered through Software as a Service solutions—are being decommissioned.

As we phase out legacy servers, we’re expanding our storage capabilities, capacity, and flexibility through cloud migration—enabling us to scale resources up or down more efficiently based on demand. At the same time, we're developing a centralized service model to guide how these systems will be managed moving forward.

Maximizing Efficiency and Enabling Innovation

With the restructuring of IT that occurred in March 2024, enterprise IT support teams across the university are now working together to support 17,000 faculty and staff. Teams are establishing new processes and procedures to scale their services to accommodate this growth and continue to offer timely, expert support. The shift to a centralized system will make the university more secure and scalable but has also created new opportunities for professional growth. 

The restructuring process is also creating opportunities to streamline the purchasing of IT equipment and software by leveraging central purchasing contracts to get higher quality products at a lower price. Standardizing equipment will also allow for better collaboration and development of best practices.