ITS Communication Plan
Initative #1 | Initative #2 | Initative #3 | Initative #4 | Initative #5
Initiative #5: Analyze and Incorporate Customer Feedback
Customer Need
Does ITS listen or care?
Situation
ITS and the Hospital have various mechanisms for customer feedback, but there are no formal processes in place to evaluate and incorporate the feedback consistently throughout ITS.
Outcomes/Risks
- Unused valuable data
- Loss of credibility for ITS in regards to customer satisfaction
- Risk of unmet training needs
- Unidentified trends in technical problem
- Increased short- and long-term user support
Efforts
- Identify feedback gathered by various HSC groups
- Create a process for follow-up on each feedback mechanism
- Route feedback to appropriate ITS staff, leadership
- Publicly respond and display customer feedback
- Identify results and outcomes, publish as appropr
Identified Projects
| Project Name | Project Description | Target Completion Date |
| Hospital Partners in Care Survey. | Create review process within ITS to monitor survey results, follow-up on bad survey scores, and work with appropriate ITS teams. Provide ongoing input to Leadership Team on survey results, issues. | Ongoing |
| Metrics Report. | Initial project completed. Continue to include survey results and comments in monthly Metrics report. | Ongoing |
| Trouble Ticket Stats. | Determine if and how ITS staff review Trouble Ticket surveys, and what follow-up is currently done with negative surveys. | 2Q04 |
| Trouble Ticket Survey. | Review survey and update questions as needed to fit current environment, need for information. Investigate providing incentive for users to complete survey. Set target return rate for surveys. | 3Q04 |
| ITS Customer Satisfaction Survey. | Rough draft of survey completed. Finalize questions and create web survey for ongoing input from HSC customers. Create review and follow-up process for survey results. | 3Q04 |