A Brief Chat to Ensure Satisfaction: Post-service Call of CSC Work Request

by Raymond Poon

With the aim to obtain timely feedback from our end users on the quality
of CSC services, our staff have been randomly selecting end users each weekday and giving each one of them a call to see if the jobs being raised in the CSC Work Request Forms (CSCWR) were completed to their satisfaction. They are also invited to give suggestions or comments on how the CSC can further improve its services, and to speak to the CSC management team direct if they so wish.

During September and October 1999, 434 out of a total 514 post-service phone calls have been placed, and we are delighted to know that all users except one being contacted are satisfied with the services rendered. The CSC is extremely grateful to those users who responded to our calls and especially to those who spent their precious time to share with the CSC’s management team their valuable comments and suggestion. Below please find some of the most desired improvements as well as the corresponding actions being taken:

What users desired most

What the CSC has done

  • Should quote service charge in advance.

Most of the popular services have fixed charges and can be found in the Computer Shop Buyer’s Guide under Intranet. Also, users can, on the CSC Work Request Form, request a quotation or estimation on service charge be provided before the commencement of work.

  • When the end user is not the one who raised the CSC Work Request Form, both the end user and the Form raiser should be promptly informed in detail of what action has been taken to serve that request.

Support staff have already been instructed.

  • Give better estimate on when a technician can show up. Users should be informed as early as possible if the technician can’t appear at the scheduled time.

Support staff have already been instructed.

  • Help Desk should not ask users whether their problems are related to software or hardware, as users often cannot tell.

Support staff have already been instructed.

  • Staff in certain offices or departments should be given higher job priority.

Will be considered on a case-by-case basis during job scheduling.

  • Reduce service charge.

As our operation is a self-financing one, all operation costs therefore must be fully recovered from services rendered. To protect our users, the service rates and quality are reviewed regularly to ensure our rates are lower than market’s and our services are value for money.

  • More telephone lines for Help Desk.

Situation is being closely monitored and will add more lines if necessary.

  • Normally calls made after 10AM or 3PM will not be handled in the same morning and afternoon respectively. Should allow some flexibility in job scheduling.

Will be considered on a case-by-case basis during job scheduling.

  • How do users know whether the time a technician spent on their machines is reasonable?

Can appeal to one of the ADCSs if in doubt.

  • When the network response is slow, how can users tell whether it is our network or/and the remote network being slow?

Additional dedicated network equipment and software will be installed to measure or test the network performance from individual departmental LANs to the campus backbone.

  • Users should be promptly and properly informed when central service is down or resumed.

A complete review of the existing arrangement is underway.

  • Users should contact either the CSC or FMO for SmartLock repair but not both.

To be discussed with FMO.

  • Reduce the service waiting time.

Will do our very best.

  • Put self-learning materials, e.g. literacy courses, PowerPoint, etc. on departmental LAN.

To be implemented.

  • Single password for all machines.

Being studied.

  • Accept e-mail for simple requests especially those non-chargeable ones.

Being considered.

  • Help Desk office hour should be extended.

Stay put unless additional funding is available.

The CSC will continuously collect and review these suggestions and comments, and make improvements accordingly. However, some of the improvements can only be made when resource and technology permit or when it is cost effective to do so.