UW Information Technology

Customer Satisfaction

Measuring and improving customer satisfaction is critical to ensuring UW-IT is meeting our mission to enable students, faculty and staff to be more effective. UW-IT strives to be the partner and provider of choice for the UW community, and toward that goal, seeks customer feedback in these ways:

  • Continual customer feedback: In January 2015, UW-IT began sending short (three- to four-question) surveys to individual customers who requested a service or reported an incident. This is providing continuous and immediate feedback so we can respond quickly to customer needs.
  • Customer experience survey: This large survey (of at least 1,000 users) is sent to a random sample of UW faculty, staff and students to gather input about their experiences with UW-IT services, support and resources. The most recent survey took place in May 2015; the results were published in an October 2015 report.

Action Plan

The table below indicates key UW-IT projects underway, as of January 2015, to improve UW-IT Services.

UW-IT Project Description UW-IT Strategic Goal
Enterprise Document Management System (EDMS) Central system for digitizing and storing electronic documents; will automate manual, paper-based business processes; enable secure document access; improve record-retention compliance; support better cross-department collaboration; and save paper. Modernize Information & Business Systems
Geographic Redundancy Provides for emergency-related business continuity through ability to operate critical administrative systems from locations outside the Pacific NW seismic area. Provide Access to Superior Infrastructure
HR/P Systems Replacement Integrated, modern human resources and payroll system that will transform the infrastructure supporting UW’s workforce; will significantly improve critical HR and payroll functions, strengthen regulatory compliance, deliver better information for decision making, and produce substantial efficiencies and productivity gains for UW units. Modernize Information & Business Systems
IT Service Management Toolset to streamline and improve UW-IT customer service; will provide a unified, automated system for accessing IT services, help and resources; support the lifecycle of IT services; create a self-help knowledge base; and address duplicate UW-IT services. Better IT Management
Recruiter 2.0 Recruitment and admissions system offering more integrated approach to recruitment and applicant communications; offers performance tracking and analysis tools and provides greater efficiencies in admissions reviews. Enable Innovative Teaching and Learning
MyPlan

Web-based academic planning tool that allows students to find courses, create a multi-year education plan, track progress toward graduation and work more productively with advisers.

Enable Innovative Teaching and Learning
Scalable Network Intrusion Prevention System (IPS) Centralized IPS on the network that manages potential risk associated with malicious network activities that could disrupt UW services and network-connected resources. Reduce Enterprise Risk
Undergraduate Admissions Modernization Convert the paper-intensive undergraduate admissions domestic application review to an online process supported by reviewer forms, electronic workflow and reporting dashboards. Will increase the efficiency, security and flexibility of the process to enhance the UW’s ability to attract and admit high-achieving students.

Modernize Information and Business Systems

UW-IT Information Management Shared Infrastructure Renewal

Renews aging UW-IT Information Management server environments, providing for server standardization and for a highly available and geographically redundant production environment.

Modernize Information and Business Systems
Campus Research Environment Implement a new 100G High Speed Research Network and  a major campus network backbone upgrade from 10G to 40G. Supports Big Data and a variety of network-intensive research needs, offering higher throughput access for campus researchers to resources such as Hyak and lolo, as well as easily available high-capacity network paths to research-only regional, national and international network facilities. Support World-Class Research
Lecture Capture 2.0 Implement a reliable, easy-to-use lecture capture and video-sharing tool, Panopto, that integrates with the Canvas Learning Management system. Enable Innovative Teaching and Learning
Procure to Pay Streamline the procure-to-pay process and increase efficiencies by completing implementation of Ariba e-procurement to provide one tool for supplier solicitation, contract management, requisitioning, invoicing and receiving of goods and services; retire the PAS procurement system.

Modernize Information and Business Systems

 

Customer Satisfaction Survey Archive

View results from the previous survey: 2011 UW-IT Customer Satisfaction Survey.