1. Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002

2. Survey of Organizational Excellence Group Located at UT Austin Conduct the S.O.E. Co-Sponsor the Governor’s Conference on Organizational Excellence (Texas Star)

3. Pilot Project

4. Survey Cycle Participation Preparation AdministrationInterpretation Intervention

5. Participation Designed a Sound Methodology Understood TX Strategic Planning Established relationship with LBB, Governor’s Office & Legislature Had Credibility and Confidentiality Provided More than Technical Administration Familiar with Constraints of Public Organizations

6. Preparation Identify Customers/Budget Strategy Units on a 2 Year Survey Cycle Custom Groups Established Standard Items Groupings Selected Custom Items Groupings Selected

7. Preparation: Units (some examples) UT (28 Units/Over 2 years) Admissions Athletics Distance Education Financial Services KUT Radio H.U.B. Rec. Sports Music Camps Various Special Events Centers Various Student Services Other Pilots Licensees Call-ins Visitors/Walk-ins Complaint Filers Regulated Applicants Clients Private Industry Partners

8. Preparation: New Survey Set-Up Enter the System and set-up a new Survey

9. Preparation: New Survey Interface Graphical Interfaces

10. Preparation: New Survey Custom Groups Establish Custom Groupings

11. Preparation: New Survey Custom Group Examples Why did you interact with organization?  Compliance inspection  Obtain licensing information  Participant in specific program or service What type of “customer”?  Student  Client  Applicant Open to any Category Type

12. Preparation: New Survey Standard Items Data Analysis Results returned in Five Construct Areas Designed to Meet SB 1563 See Handout FacilitiesServiceCommunicationStaffOverall Adequacy Impressions Accessibility Utility Delivery Quality Telephone Printed Internet Knowledge Professional Helpful Satisfaction Lasting Impression Timeliness

13. Preparation: New Survey Standard Items Selection from standard items Allows for comparability (UT Example)

14. Preparation: New Survey Custom Items Every Organization is different. Custom items grouped together  Items specific to a program or service (food service delivery different from health service delivery)  Items specific to a customer group

15. Preparation: New Survey Custom Areas System designed for 3 additional areas.

16. Preparation: New Survey Custom Items Custom items for custom areas.

17. Administration Web based Mail Point of Service Telephone

18. Administration: Web Based Custom Email (similar to SOE) Link from your website Accessible via URL Newsletter, notices, letters Features (Video Pop-up, custom contact, graphics) TEA, UT, PUC, TDED, TRC examples.

19. Administration: Mail Same content as web version Optical Mark Recognition Business Reply State rate postage UT has mail, duplicating, and scanning facilities.

20. Administration: P.O.S. & Phone Point of Service Surveys Telephone Center

21. Interpretation Data returned in numeric and graphic formats. Data returned on all custom groupings to allow for internal comparison. Benchmark data returned with reports for external comparisons. Overtime data provided. Executive summary analysis data returned.

22. Interpretation: Numerical Data Data returned in Excel for Sorting Data returned in paper reports. Numerical Analysis on Construct and Item level. Item Analysis: standard deviations, frequency counts and means. As available overtime and benchmark data.

23. Interpretation: Graphical Report

24. Interventions Best Practices web posting Resource for student internships in Social Work, MIS & MBA. Resources in Communication, Business, Public Affairs, Social Work & Governor’s Center.

25. Customer Service