Origins SERVQUAL IS SERVQUAL LibQual+

Theoretical Model Define services from the end user point of view Understand that end user expectations are shifting dramatically Benchmarks for comparative purposes are possible

TechQual+ Approach

Assessment Questions When it comes to... –“Having adequate capacity (speed, bandwidth) on the wireless network” –My minimum service level is (1-9) –My desired service level is (1-9) –Perceived service performance is (1-9)

Premise Duplicate LibQual+ Success –Develop scientifically valid instrument –Develop web portal to administer instrument Remove the burden of survey research and reporting from end user institutions

Three Questions “What are IT services in higher education?” “What leads an end user to prefer one provider over another?” “How can we assess and measure these services in a general, comparative way?”

Social Scientific Approach Start with qualitative interviews Perform content analysis Develop instrument Conduct field tests Perform standard statistical tests Revise and start the cycle over Three year project

2006 TAMU Instrument Wired, Wireless Networking and Online Access to Resources Helpdesk, Support, Training, and the End User Experience Access, Support for Administrative Systems Campus Website, Web Publishing Tools, and Support Available Computing Hardware and Software Shared Governance, Opportunities for Feedback, and Inclusive Planning

Zones of Tolerance

Wired, Wireless Networking and Online Access to Resources When it comes to... –Having adequate capacity (speed, bandwidth) on the wired network –Having adequate capacity (speed, bandwidth) on the wireless network –Having wireless network coverage that covers all the areas in which I work and learn –Having access to critical campus resources from off-campus (at home, traveling) –Getting the training or support required to best take advantage of computing resources

Helpdesk, Support, Training and the End User Experience When it comes to... –Helpdesk staff who are willing to help and instill confidence in users –Helpdesk staff who are consistently courteous and ready and willing to respond to my request for assistance –Having my request assigned to the person who could best provide me with assistance –Helpdesk staff who really understand the problems I am experiencing –Having my helpdesk request resolved in a satisfactory amount of time

Access, Support for Administrative Systems When it comes to... –Access to the administrative systems that are necessary to be successful in my job –Training and support for my use of College Station-based administrative systems (e.g. FAMIS, SIMS, Library, MyRecord, Neo, etc.) –Having timely access to the information that I need to be successful in my job –Having mechanisms to provide feedback on the direction of College Station-based administrative systems –How easy it is to access and make use of College Station-based administrative systems

Campus Website, Web Publishing Tools, and Support When it comes to... –Having a website that represents the entire campus –Having access to web-based resources that provide up-to-date information that is helpful –Access to tools, training, and support to help me (or my department) engage in web publishing –Having someone available who handles all my (or my department’s) web publishing needs for me –Opportunity to provide feedback on the direction of the campus website

Available Computing Hardware and Software When it comes to... –Having a variety of software packages available that meet my needs –Having the latest and greatest desktop computing (or laptop) equipment available. –Classroom technology that enhances the presentation of my course materials –Getting adequate training and support for my use of classroom (or AV) technology/equipment –Having access to tools (videoconferencing, training, etc.) that help me stay connected to those abroad whom I need to work with

Shared Governance, Opportunities for Feedback, and Inclusive Planning When it comes to... –Opportunities to provide feedback to ITS –Programs, procedures, and processes that align the IT mission with the needs of the institution –Opportunities to participate in processes that drive the allocation of IT resources campus-wide –Dissemination of information regarding technology resources, initiatives, and programs –Participating in a community of end users seeking to make the best use of technology resources

Focus Areas Connectivity, Access End User Experience Administrative Systems, Online Processes Campus Website, Web Publishing Computing Shared Governance & Inclusive Planning Instructional Technology ??????

Plan moving forward Identify collectively what those twelve or thirteen focus areas should be Identify participating coordinator for each focus area, charged with “owning” the focus area and collaborating with everyone to develop the questions Ties, or disagreements will be broken by project directors Chester and Weber –“Are we seeing this from a technologists perspective or an end users perspective?”

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