IT Services conducts an annual Customer Satisfaction Survey. This survey is distributed to a random sample of faculty, staff, and students in order to collect objective data about what is working and where the clients would like improvements. Satisfaction is rated on a scale from 1 to 6 from "very dissatisfied" to "very satisfied".

View a complete report on survey results

IT Services conducts weekly surveys of a random sample of customers submitting Help SU ticket requests. These results are tabulated on a monthly basis. Clients are asked to rate their satisfaction level on a scale of 1-6 for timeliness, problem resolution, customer service, technical competence and overall satisfaction. Our goal is to achieve a score of 5.0+ on all of these scales.

IT Services manages the Operator Services Center (OSC), a call center providing directory, paging, and emergency code calling for Stanford University, Stanford Hospital, and Lucille Packard Children's Hospital. Approximately 100,000 calls are answered each month; 80,000 of which are for the Hospitals.

Inter-entity agreements with Hospitals require that 80% of all calls are answered in less than 30 seconds. The service is available 24/7.

IT Services receives anywhere between 30 and 200 requests per week for Cable TV services. IT Services has set a target of 3 business days to complete these requests.

IT Services receives upwards of 40 requests per week to purchase or upgrade a cell phone or PDA device. IT Services has set a target of 3 business days to complete these requests.

IT Services receives upwards of 600 requests per week to add, move or disconnect phones or to change the services subscribers use. Many of these requests require scheduling of a phone technician to come onsite to do the work, which might involve one phone or dozens. IT Services has set a target of 7 business days to complete these requests.

IT Services bills departments for many of the services it provides. On average, IT Services processes over 400,000 billing records per month, totaling over $5 million. IT Services target is that at least 99.5% of billing records are accurate and do not require later correction.

On average, IT Services bills 4,500 individual University accounts (PTAs) for the services it provides. IT Services target is to reduce current level of monthly rejects to no greater than 1% for a 99% level of accuracy.

IT Services provides the infrastructure to support the primary email service to Stanford faculty, students and staff. Availability of the host servers is critical to the delivery and reception of mail for all addresses "@stanford.edu".

Stanford's HelpSU request system is the university's central online service for routing requests for IT assistance. The system and application (Remedy) are also used by many schools and departments as a general "action/request" web based tool. The service is scheduled to be available 24/7 excluding defined maintenance windows.

The OrderIT Site is a web-based tool utilized by schools and departments to order IT services and view on-line monthly billing statements. The service is scheduled to be available 24/7 excluding defined maintenance windows.

IT Services operates the Stanford University Network (SUNet) backbone, delivering computing network connectivity between campus buildings and between Stanford and Internet providers (e.g., commercial Internet, Internet2). It does not include service within buildings (i.e., local area networks) nor Internet connectivity beyond the Stanford campus. The service is available 24/7.

IT Services provides Internet connectivity to the campus backbone through a variety of contractual arrangements with private and public service providers. These services are engineered to provide redundancy in the event of a single vendor outage. The service is available 24/7.

IT Services provides telephone service to the Stanford campus, student residences, hospitals and a number of off-campus affiliate buildings. IT Services is committed to maintaining availability on this critical service at the highest possible level.

IT Services screens all incoming email for spam messaging. As of 10/06, messages coded [SPAM:#####] are deleted prior to delivery. This measurement shows the percentage of delivered, incoming messages tagged as spam to assist clients in mail management.

View anti-spam service

The increasing volume of spam email has a negative impact on both end-users and server resources alike. It is in everyone's interest to use the central spam auto deletion tool to purge incoming mail pre-identified as spam. This metric shows the current adoption rate of this tool by community members with email set to @stanford.edu.