Survey Confirms It: Customers See Room for Improvement in Tech Services
The results of GTA’s baseline customer satisfaction survey are in, and they confirm that there’s lots of room for improvement in the way technology services are delivered to state agencies.
The baseline survey, conducted in March 2009 prior to service transition, was sent to agency heads and 150 business unit managers – those who make up agency leadership – in the 12 agencies that receive both their IT infrastructure and managed network services through GTA. It measured their satisfaction levels and perceptions about service delivery.
How agency heads responded
On average, agency heads rated their overall satisfaction with IT infrastructure services at 6 on a 10-point scale. Significantly, overall service satisfaction received the lowest rating of all ITIS-related areas surveyed. Meanwhile, managed network services received an average rating of 7 from agency heads. Satisfaction with meeting commitments received the lowest rating – 6.3 – from agency heads of all MNS-related areas surveyed. The response rate for agency heads was 83.3 percent.
How business unit managers responded
When it came to business unit managers, their overall satisfaction with IT infrastructure services rated an average 6.9 on a 10-point scale. Managed network services received an average rating of 6.7 from business unit managers. Their lowest ratings – 5.9 – went to both Wi-Fi and videoconferencing services. The response rate for business unit managers was 58.7 percent.
Areas identified by agency business managers as top priorities for improvement were:
- Network reliability, speed and remote access
- New equipment
- Service desk
- Equipment support
- Bandwidth
- Internet capacity
The survey results do not represent satisfaction levels across entire agencies, but they will be used as a baseline for comparing the results of future surveys of customer satisfaction at all levels in our customer agencies. The surveys are one of several ways we are measuring the performance of the state’s technology service providers. They also support Governor Perdue’s customer service initiative.
GTA worked with the
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