University of Alaska Southeast

UAS ITS Service Agreement

Service AreaTelephones
Service NeededTelephone changes
Department Role
  1. Ensure equipment is in place (office wiring, telephone handsets, FAX machines, etc.)
  2. Submit request
    • providing complete information
    • through the web Telephone Manager (http://uas.alaska.edu/phones)
    • No earlier than 2 weeks and no later than 5 working days prior to the date service is needed
IT Services Role

IT technicians will complete necessary changes prior to the service date

Service Outcome

Departments get phone changes completed on time and according to specifications.

Revised: December09, 2008

UAS ITS Assessment Plan

Service AreaTelephones
Service NeededTelephone changes
Service Outcome

Departments get phone changes completed on time and according to specifications.

Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • _ Compliance
IT Services Success Indicators

90% of telephone change requests closed on or before the service date

Data Collection and Analysis Procedures

Telephone Manager actual and requested completion dates will be compared on an ongoing basis.  Overall success will be measured by a quarterly comparison of performance data.

Utilization of Results

Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy

To be determined.

Revised: December09, 2008
 
 

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