Customer ServiceCase StudyPast and Present

Noel Landuyt

The University of Texas at Austin

Customer Service Symposium

January 9, 2002

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)

Pilot Project

Survey CycleParticipation

Preparation

AdministrationInterpretation

Intervention

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

Preparation

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

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

Preparation: New Survey Set-Up

•Enter the System and set-up a new Survey

Preparation: New Survey Interface

•Graphical Interfaces

Preparation: New Survey Custom Groups

•Establish Custom Groupings

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

Preparation: New Survey Standard Items Data Analysis Results returned in Five Construct Areas Designed to Meet SB 1563 See Handout

Facilities Service Communication Staff Overall

Adequacy

Impressions

Accessibility

Utility

Delivery

Quality

Telephone

Printed

Internet

Knowledge

Professional

Helpful

Satisfaction

Lasting Impression

Timeliness

Preparation: New Survey Standard Items•Selection from standard items

•Allows for comparability (UT Example)

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

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

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

Administration

Web based Mail Point of Service Telephone

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.

Administration: Mail

Same content as web version Optical Mark Recognition Business Reply State rate postage UT has mail, duplicating, and

scanning facilities.

Administration: P.O.S. & Phone

Point of Service Surveys Telephone Center

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.

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.

Interpretation: Graphical Report

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.

Customer Service