Remember the majority of your wireless uses are students and students will not use a formal reporting process. Just hold several focus groups with your users (students and faculty) and they will be more than willing to let you know where you have problems. Defaulting to analytic tools and incident reports will not meet the test of user needs. Good luck, I also found this lesson the hard way but not ask the user and do not depend only on the analytic tools
From: The EDUCAUSE Wireless Issues Constituent Group Listserv <[email protected]<mailto:[email protected]>> on behalf of "Von Lichtenberg, Charles" <[email protected]<mailto:[email protected]>> Reply-To: The EDUCAUSE Wireless Issues Constituent Group Listserv <[email protected]<mailto:[email protected]>> Date: Thursday, March 3, 2016 at 11:19 AM To: <[email protected]<mailto:[email protected]>> Subject: [WIRELESS-LAN] Wireless Service Improvement Plan We routinely participate in the TechQual survey and in the last one we started to show some erosion of satisfaction with our wireless services from our community. Commentary from the survey is too vague to do much with but the overall stats from the survey suggest that we need to improve things. We do routinely look at incident reports and have bolstered services when necessary but that's been far and few over the past two years since we deployed wireless pervasively inside buildings across the campus. Note that we have not covered the outside and I know that this is one area that we are often dinged and has come up in past conversations on this list. So the question is how do we determine going forward where and we need to improve things beyond general technology refresh, or at least determine where the significant pain points are for our community so we can quantify and qualify it for the Administration to get support to do something if it is significant. So I am trying to find out if anyone has a formally defined Service Improvement Plan for wireless services that they are willing to share, and if not, what sort of processes you have put into place towards improving your service including how you measure and report on how well the service is operating, how you solicit any input from your community about the service, etc. This is a very vague question on purpose because I am sure we are all gleaning data from our Network management tools, Authentication Servers, Incident tickets, etc. and I am curious about how you are correlating all of this in any upward reporting and justifications for improvements that you make to your administrations. Charles von Lichtenberg Director, Network Services Group, Information Services & Technology Boston University ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
