USS Metrics for June 2020 review period

The User Support Services Implementation schedule began with transitions into User Support Services by College of Design (on April 27), School of Journalism and Communication (on April 27), and College of Arts and Science (on May 18).

User Support Services is gathering and sharing the following metrics:

  • Customer satisfaction scores for four questions, each using a 1 to 5 scale
  • Time to respond data

During most of June, implementations were put on hold while we gathered data on the quality of support. The new team, USS Academic North, is comprised of IT professionals from College of Design, School of Journalism and Communication, and College of Arts and Science.

Customer Satisfaction

The chart below shows customer satisfaction scores for the new team and compares those scores with those from the Technology Service Desk (Tech Desk) for the same period.

Column chart that shows customer satisfaction metrics for USS Academic North compared to Tech Desk

Time to Respond

This measures the amount of time it takes, on average in hours, from when a customer creates a ticket to when they receive the first response.

Team Hours Days May, 2020 June, 2020
USS Academic North 8am to 5pm Mon-Fri 7.1 7.24
USS Tech Desk 8am to 10pm Mon-Sun 3.26 1.8

Figures above are average of the absolute hours to first response for the period shown. Here, “absolute” means the clock starts when the ticket was created and ends when the initial responsible group first responds regardless of work hours. Teams with shorter hours of operation may see longer average times due to requests that arrive just past close of business. 

More Data Available

Information Services will publish metrics monthly for User Support Services at User Support Services Metrics (UO Service Portal).

In the future, we aim to include first contact resolution (FCR) metrics. FCR is the measure of how often a question is answered on the first contact.

Six UO IT staff hired for EDM team

The User Support Services team is excited to announce six new employees for the Enterprise Device Management (EDM) team! Michelle Brown leads this newly-formed group.

The EDM administrators, who will be responsible for systems administration of enterprise devices, are:

  • Shane Martins, previously with SAIT;
  • Jason Shirley, previously with College of Design;
  • Ryan Stasel, previously with School of Journalism and Communication; and
  • Michael Suskin, previously with Lundquist College of Business.

The EDM team will also manage campus computer labs. The EDM Computer Lab team is comprised of:

  • Peter Verrey, previously with UO Libraries, lead as the Lab Manager;
  • Ben Heiken, previously with Information Services, will be a lab administrator reporting to Peter.

The searches for the Knowledge Manager position and two USS manager positions continue.

For a more complete picture of the User Support Services organizational structure, see the USS organizational chart on this site.

USS Implementation schedule

Paul Taylor, project manager, and Gary Sullivan, director of user support services, and Gary’s assistant directors continue to develop a transition schedule for the User Support Services Implementation project in conjunction with stakeholders in each unit.

Start Date Unit to Transition into USS USS Support Team
Complete College of Design Academic North
Complete School of Journalism and Communication Academic North
Complete College of Arts and Science Academic North
June 2020 Evaluation period—complete
6/29/20 UO Portland Academic Central
7/6/20 Student Life Administrative
7/20/20 VPFA, Global Engagement, Military Science and others supported by FAIT (Tim Miller’s team) Administrative
7/27/20 School of Music and Dance Academic South
8/3/20 Lundquist College of Business Academic Central
8/10/20 UO Libraries; Graduate School Academic South
8/10/20 Advancement and Communications Administrative
8/24/20 College of Education Academic South
9/14/20 Student Services and Enrollment Management Administrative
10/12/20 Finance and Administration Shared Services Administrative
10/19/20 Honors College Academic Central
11/9/20 Business Affairs Office Administrative

Revised 7/27/20

NOTE: All dates above are tentative until confirmed except for units that have started implementation.

Transitions to schedule

  • School of Law

USS to transition Design and Journalism in late April

Work to implement User Support Services has resumed. The project team is now planning to transition the College of Design and School of Journalism and Communication during the week of April 27.

This transition, which was originally scheduled for March 31, was delayed while the university responded to COVID-19.

User Support Services is comprised of four support teams and an enterprise device management team. IT support for Design and Journalism will be provided by the Academic North support team, which is comprised of IT staff from Design, Journalism, and the College of Arts and Science.

Transitions for Design, Journalism and Other Units Postponed

The User Support Services transitions for College of Design, School of Journalism and Communication, and other units are on hold as we focus on teaching, learning, business, and research continuity in light of COVID-19. The College of Design and School of Journalism and Communication were originally scheduled to transition into User Support Services on March 31.

This first transition will be rescheduled for a later date, and the rest of the transitions will be rescheduled accordingly.

USS Transition Schedule Under Development

The project manager and project team are working closely with stakeholders to determine a schedule for transitioning support into the User Support Services structure that was announced in January. (See USS Organizational Chart Draft Now Available.)

Factors under consideration include academic schedules, unit-specific projects, commencement, and the Duo two-step login project, among others.

The schedule, once drafted, will be posted on this site.

Once a schedule is developed, the project team will communicate details to each transitioning unit in writing, email, and meetings.