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4 | Goal Track and manage WIC Helpdesk workload. Description Systematically track and manage WIC Helpdesk workload in an IT service desk application for automated routing and knowledge management. Formula Count of WIC Helpdesk category tickets within a reporting period. Data Source TrackIt! | Goal Timely resolution of helpdesk tickets. Description The nature of the ticket determines how long it may remain open. Tracking the time that tickets remain open ensures oversight into the timely resolution of helpdesk tickets. Formula Percentages of the number of tickets closed within the month are defined by within a business day, between 1 and 2 business days, and greater than 2 business days. Data Source TrackIt! | Goal Monitor customer feedback to ensure excellent customer service is provided. Description Annual survey of WIC local agency staff who use the WIC Helpdesk to gauge customer satisfaction of service and intiatives implemented in response to feedback from the prior year's survey. Formula Number of affirmative responses to the survey question, "Did the WIC Helpdesk handle your request in a timely manner?" divded by the total number of responses to that questions. Number of "HD service is great," "HD service is OK," and "HD service needs improvement," responses each divided by the total number of responses to the survey question "How would you rate the service you received from the WIC Helpdesk?" Data Source WIC Helpdesk Customer Survey |