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Kittitas County IT Satisfaction Survey, 2019 <br />In April, IT asked leadership to participate in a survey to provide insight into IT services value and <br />satisfaction. Of 24 recipients, 17 (71%) responded and 14 (58%) provided names. The responses are <br />summarized in the Kittitas County IT Satisfaction Scorecard (see below/attached). <br />Findings <br />Overall, leadership is satisfied to very satisfied (88%) with IT services, and neutral to satisfied (76%) with <br />the value of those services. <br />To understand potential bias and impact of individual respondents, they were divided into 3 categories <br />based on how they rated IT across all factors: supporters, neutrals, and detractors. To gauge the effect <br />of detractors on IT reputation, their numbers were subtracted from supporters to get weighted scores <br />of 82% satisfaction and 71% value. <br />Responders were neutral about whether IT understands their needs and if communication from IT was <br />adequate, but felt IT executed their requirements and met their needs to their satisfaction. <br />Responders were asked to rank IT core services in order of their value and then rate their satisfaction <br />with each service. The top 3 ranked core services and their satisfaction rating were network and <br />communication infrastructure (94%), service desk (76%), and business applications (94%). This <br />information tells IT which services it can focus on that offer a higher return on resource investment. <br />Kittitas County IT Satisfaction Meetings <br />During August the IT Director met with leadership to ask how IT can improve their overall satisfaction <br />and value of IT services. <br />Findings <br />The feedback received was very positive. Leadership said IT is responsive and quick. IT staff goes above <br />and beyond, especially for stoppages of critical services. IT is a team of innovative problem solvers who <br />manages technology projects well. Several leaders said IT is taken for granted by users and leadership. <br />Areas identified for improvement in satisfaction include: <br />• Hiring an additional service desk technician <br />• More verbal communication with written summaries by IT and users, especially when there is <br />confusion or misunderstanding <br />• Schedule support meetings with users rather than drop-in meetings <br />• Communicate better what users can expect when changes are implemented <br />• User training