2019-2020 Service Delivery Assessment Plan

Assessment Year: 2019-2020
Division: Administrative Affairs
Unit: Service Delivery
Unit Director: gvega
Completed by: rnunez
Other Contributors:
Date Completed: 2019/11/08 10:30:00 US/Eastern

Unit Mission

The mission of the York College IT Service Delivery Unit is to provide exceptional customer service in handling end user computing service requests, information inquiries, systems use assistance, troubleshooting, problem escalation and resolution, and client advocacy.

Assessment Plan

Outcome 1

Unit Goal

Identify and recommend operational improvements to enhance the client end-user computing experience in accessing support services and improve time to resolution

Unit Outcome

Successful development of the College’s Complaint System. 2.2 Successful roll out of the College’s Complaint System.

Divisional Goal

Promote a safe and healthy work environment that encourages high quality teaching and learning.

PMP Goal

N/A

Alignment with York’s Strategic Initiatives

TBA

Alignment with York’s Institutional Learning Outcomes (ILOs)

N/A

Measure

Satisfies the system design requirements Overall Activities Reports from KACE one-on-one interviews

Interviews/focus groups with unit heads and staff

Measure Type

Both

Target

100% of participating offices will confirm Complaint System meets design requirements


Outcome 2

Unit Goal

Provide an excellent customer service experience to all clients.

Unit Outcome

Successful expansion of the implementation of YConnect in offices that provide student support services.

Divisional Goal

Support personnel policies, procedures, and practices which: create and maintain a highly qualified, professional, diverse, and responsive workforce; foster human resource development; encourage effective allocation of York College's resources; and ensures compliance with City University of New York, Federal, State, and City rules and regulations

PMP Goal

N/A

Alignment with York’s Strategic Initiatives

TBA

Alignment with York’s Institutional Learning Outcomes (ILOs)

N/A

Measure

Overall Activities Reports Customer Service Surveys

Measure Type

Direct

Target

Two additional student support services offices will adopt the YConnect platform.


Rationale for the Plan

The Company System is a strategic priority. its implementation will provide timely feedback that will be extremely valuable to the students.

Data Collection and Evaluation

The results are presented as reports generated by the system and delivered via shared directory and email to all the stake holders including the CIO.