Status & Outcomes

Information Technology Services (ITS) maintains a distinctive approach to providing technology services to faculty, staff, students, and affiliates. Our vision is to provide innovative technology services framed through the perspective of end users, not technology professionals.

This approach requires ITS to take a pro-active approach to communicating with the faculty, staff, students, and affiliates of Texas A&M University at Qatar (TAMUQ). This vision also requires the regular and rigorous measurement of the performance of services and personnel. ITS employees a variety of tools to achieve this objective:

• Monthly Status Reports are an essential part of a well-organized governance structure. Reports from the Chief Information Officer are issued on a monthly basis and contain detailed information on current initiatives and the status of ITS services.
  
  
• Helpdesk Statistics measure the volume of requests for assistance by faculty, staff, students, and affiliates that are resolved by ITS staff. Additionally, these reports contain benchmarks on staff productivity and efficiency.
  
  
• Staff Effort Statistics measure ITS staff effort against campus activities and TAMUQ divisions. These reports assist in ensuring that staff time is being allocating according to campus priorities and strategic goals.
  
  
• End User Satisfaction Surveys measure the performance of ITS staff in three areas:  the overall end user experience, customer service skills, and satisfaction with the helpdesk process.  These surveys are sent to a random sample of individuals using the ITS helpdesk.
  
  
• The EduTechQual Campus Technology Assessment is a web-based survey administered campus-wide on an annual basis.  The instrument was developed to gather feedback from the TAMUQ community of end users in a way that would provide the ITS management team with objective criteria for service and project planning.  EduTechQual was based on the LibQual+ instrument developed by the Texas A&M University Libraries.

With the exception of EduTechQual, these reports are published monthly to the faculty, staff, students, and affiliates of Texas A&M University at Qatar through this website.