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OIT CONTINUES TO STRIVE FOR EXCELLENT CUSTOMER SERVICE

When an issue arises during your workday, time is of the essence. If that complication impedes your ability to get an important task completed, you want it resolved, and resolved fast. That is why the state of Alabama’s Office of Information Technology (OIT) is continuously striving to solve your problems quickly and efficiently.

In March of 2018, OIT began calculating our Customer Satisfaction Rate. In the first month, we averaged an 82% Customer Satisfaction Rate. We ended the final week of December with a rate of 95.7% – an increase of 16% in 8 short months. OIT finished 2018 with an average customer satisfaction rate of 86.6%.

Another way OIT is accomplishing customer satisfaction is through First Contact Resolution (FCR). What is First Contact Resolution? It is a means of addressing our customers’ needs the first time they contact us, thereby eliminating the necessity to follow-up for a second time. This resolution can include a single phone call or an email ticket that is resolved with just a single reply.

In 2018, OIT’s Support Services Division averaged a quarterly FCR rate of 64%, with a yearly average of 63.2%. That’s above the typical call center’s average of 59%, according to the marketing research specialist firm SQM (Source: https://bit.ly/2rZtYbM).

As we move into 2019, OIT wants to make certain that we continue to provide you with the service you expect, and to do so we need your help. We ask that you take a simple survey after your interaction with us to help us see the areas where we have succeeded, and where we need to grow. Here is how it works: After you submit an Incident ticket to us and a technician fixes the issue, you can accept the resolution via an email link and the ticket will be closed. After that, you will automatically be sent an email with a link to a two-question survey. The survey is quick and simple to complete. In the survey, you will also have the opportunity to give us feedback on our actions to fix the issue you requested.

That information will be distributed to our staff to help us understand and learn from our mistakes, as well as our accomplishments. OIT’s mission is to make the state of Alabama government run safer, better, faster and cheaper. Your help in completing these surveys is important to make sure we are giving you the best service we can provide as we help with your Information Technology needs.

If you have any issues, contact our Help Desk at help.desk@oit.alabama.gov, or call (334) 242-2222.