September 20, 2016

Putting Customers First: Measuring Time to First Response in CSS

You receive a phone call, or a REQ is assigned to you in UW Connect. At the other end of that request is a customer needing something from you to help them do their work and fulfill their mission at the UW. Consistently providing quick and accurate responses to every customer shows we respect their time and are a partner in their success. CSS implemented a two-business day target for time to first response. I want to take a moment to talk about why we set this target and how it helps us better serve our customers. Ultimately, the reason we strive to meet this standard is for our customers–because we value the customer experience.

One of the critical success factors UW-IT identified during the implementation of UW Connect was timely response to customers. The University-wide Transforming Administrative Programs (TAP) initiative has also set prompt communication as a customer service standard for all administrative units to meet (including UW-IT). In other words, both UW-IT and UW leadership clearly identified the ability to quickly respond to customers is vital to our success. By measuring time to first response, CSS is demonstrating our commitment to meeting that standard.

In your daily work, it is imperative you understand the ultimate goal of the two-business day response target–to serve the customer. Our target does not mean we have up to two business days to respond. Rather, as an organization, we manage our work and staff resources so we can meet our target over 90% of the time. For most records on most days, this target is reasonably achievable. The times when it is difficult indicate unusual circumstances that need attention–and our metrics help us identify and respond to those times and minimize their impact on customers. As we become more efficient and improve our operations, the target we aim for will shift. Indeed, for many customers the two business day time frame is too long to wait for what they need. Whenever possible, we should strive to help them sooner.

For most records we have done just that. Since implementing the two business day target, we have responded to over 50,000 records within CSS and have met our target 90% of the time. More importantly, 71% of customers have received a response within four business hours; 83% within a single business day. Going forward, your goal is to provide an initial response to a customer accurately and as quickly as possible. Your communication should provide information of substance, by letting them know how their record will be handled and what they can expect as we work towards resolution. Working together we will provide a positive and responsive experience for our customers.

While specific targets will change as we advance as an organization, the goal of serving the customer remains constant. It is what motivates all of us to excel in the work we do.