Incident Management
UTech has implemented an Incident Management model that pulls from industry-standard methodologies and has been customized for our specific IT environment. Many of the processes and results achieved at ÐÇ¿Õ´«Ã½ compare favorably to other IT organizations across the country and are considered to be cutting-edge within the sector of Higher Education. Incident Management encompasses our IT Service Desk, UTech resolver teams, ticket tracking, customer satisfaction surveys, and the metrics that help support UTech's data-driven approach to providing the best IT experience possible for the ÐÇ¿Õ´«Ã½ community.
UTech Service Desk Snapshot
In 2024, the UTech Service Desk saw a volume of over 56,000 contacts to the Service Desk. UTech reached 86 months in a row with a Customer Satisfaction score of 4.7 or more. The average score was 4.78 (out of 5) for 2024. Every month, Coforge is contractually committed to achieving the following metrics:
- 70% of calls answered within an average speed to answer of 30 seconds: ÐÇ¿Õ´«Ã½ was at 78.13% in 2024.
- Call abandonment rate of less than or equal to 8%: 4.90% for ÐÇ¿Õ´«Ã½ in 2024.
- First call resolution of 65%: 77.50% for ÐÇ¿Õ´«Ã½ in 2024.
Our "Net Promoter Score" (NPS), a measure to track customer satisfaction based on customer survey results, was at 83% for 2024. A positive NPS (i.e. higher than zero) is thought to be good, higher than 50% is considered excellent and more than 70% top class.
** Metric Definitions:
- Average Speed to Answer - Time elapsed between a call entering the Service Desk phone queue and being answered by an analyst.
- % Abandoned - The percentage of calls in which the callers disconnects after waiting for more than 30 seconds.
- First Call Resolution Rate - The percentage of incidents and service requests resolved by the Service Desk without escalating to a resolver team.