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UAS ITS Service Agreement

Service AreaTelephones
Service NeededTelephone Repairs
Department Role

Report problem to the IT Helpdesk, providing:

  • a compete description of the problem
  • an estimation of the impact on the problem
IT Services Role

Dispatch a technician to repair the problem:

  • for service failures, within 30 minutes.
  • for minor problems, within 3 to 5 days.
Service Outcome

Departments can rely on the telephone utility for business and life-line services.

Revised: December10, 2009

UAS ITS Assessment Plan

Service AreaTelephones
Service NeededTelephone Repairs
Service Outcome

Departments can rely on the telephone utility for business and life-line services.

Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • X Compliance
IT Services Success Indicators
  • 90% of telephone failures are fixed the day they are reported.
  • 90% of minor malfunctions are repaired within 5 working days.
Data Collection and Analysis Procedures

ITS Work Order creation and completion dates will be compared on an ongoing basis.  Overall success will be measured by a quarterly comparison of performance data.

Utilization of Results


Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy
To be determined.
Revised: December10, 2009
 
 

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