Every month we share a snapshot of some of the great feedback we receive from customers across the University about the fantastic customer service and support they receive from IT Services staff. Below are some of the comments provided by our customers in September and the team or individual who deserved the good praise. “I … Continue reading “Quality feedback for September”
Category: Customer Experience
Feedback for July 2019
Rarely a day goes by without us receiving positive feedback about our people and services. It’s always nice to receive a compliment, so here’s a few from the past month that’ll put a smile on your face… Keith Evans was extraordinarily helpful and repeatedly went well out of his way to provide me with … Continue reading “Feedback for July 2019”
Digital Strategic Framework: Discussion Paper
We have prepared this discussion paper to support conversations within and outside IT Services about the strategic approach we will take in support of the University’s strategic framework, Birmingham 2026. In recent weeks we have held a series of workshops for Professional Services staff, academics and researchers; and workshops specifically for IT Services staff. At … Continue reading “Digital Strategic Framework: Discussion Paper”
Birmingham 2026 Values: Have your say
Birmingham Professional is being re-imagined in the context of Birmingham 2026. The plan is to develop a statement of intent for all Professional Services colleagues about our people and our culture, where we want to get to, how we support each other to get there, and how we recognise positive behaviours in line with our … Continue reading “Birmingham 2026 Values: Have your say”
Thank you for having your say
Just prior to Easter, we invited you to complete the 2019 IT Services Staff Survey. We’d like to take this opportunity to say a huge thank you to each of you for taking the opportunity and the time to fill it in. Your feedback is invaluable. “We are all in this together and the better … Continue reading “Thank you for having your say”
IT Innovation – Using artificial intelligence to understand business critical data
The University processes huge amounts of unstructured text data throughout the academic year, including staff and study surveys, support requests to services desk, and much more. The volume of textual data captured is huge and increasing at a fast pace, and our ability to understand this data holistically in a timely manner to support business … Continue reading “IT Innovation – Using artificial intelligence to understand business critical data”
Making the campus smarter: The Jisc Intelligent Campus Hackathon
Jisc is a membership organisation which provides digital solutions for UK education and research. Jisc provides us with Janet, the high-speed University internet connection – and they help us maintain a focus on the potential future needs of students, researchers and staff. As part of this, every summer, Jisc invites teams of students from across … Continue reading “Making the campus smarter: The Jisc Intelligent Campus Hackathon”
IT Services Customer Experience at the leading edge of CX among universities
Looking back, Dan Lawrence, IT Services Deputy Director, brought Customer Experience (CX) to the University when he joined in late 2015, making it one of our key strategic priorities. With help from Cathie Dingwall, Deputy Head of Service Management and Liz Simcox, Head of the ITS Project Office, an initial ITS CX programme of activity soon began to take shape. By the end of 2016, Kim Yeandle-Hignell, CX … Continue reading “IT Services Customer Experience at the leading edge of CX among universities”
Communications team update
Supporting ITS staff and improving the customer experience In order to build a strong IT Services Customer Experience (ITS CX) programme, it is essential that we improve our internal and external communications. Over the past year, the CX and Communications team has been doing just that! We have made a number of changes to ensure … Continue reading “Communications team update”
IT Services Communications: Supporting the customer experience
In order to build a strong IT Services Customer Experience (ITS CX) programme, it is essential that we improve our internal and external communications. Although we are all communicators, clear processes need to be in place to ensure our communications are targeted, measured, tracked and ‘best practices’ are followed. The ITS CX and Communications team … Continue reading “IT Services Communications: Supporting the customer experience”