Telephones: Telephone Repairs | University of Alaska Southeast

UAS ITS Service Agreement

Department Role
Service Area	Telephones
Service Needed	Telephone Repairs
Report problem to the IT Helpdesk, providing: a compete description of the problem an estimation of the impact on the problem
IT Services Role
Dispatch a technician to repair the problem: for service failures, within 30 minutes. for minor problems, within 3 to 5 days.
Service Outcome
Departments can rely on the telephone utility for business and life-line services.
Revised: December10, 2009

Service Outcome
Service Area	Telephones
Service Needed	Telephone Repairs
Departments can rely on the telephone utility for business and life-line services.
Administrative Services Mission Alignment
X Effective and Efficient Practices X Fostering Cooperation X Compliance
IT Services Success Indicators
90% of telephone failures are fixed the day they are reported. 90% of minor malfunctions are repaired within 5 working days.
Data Collection and Analysis Procedures
ITS Work Order creation and 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: December10, 2009

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