Barriers Toni Ford, Jonathan Hiatt, Moriah Layson,

Alicia Lookabill, Yarali Pineda, Lakrista Vantrece & Bissirat

WoldemicaelUniversity of Washington Bothell Acknowledgments:

King County Department of Information Technology (KCIT)

Presentation Outline

● Introduction ● Research Questions● Data & Measures● Results● Key Finding & Discussion ● Future work

Introduction What are the barriers within KCIT that hinder performance and efficiency?

KCIT wants to know:

Do employees have time to resolve tickets?

How are they reporting their tickets once resolved?

How are they using LANDesk and do they understand it?

Research Questions

What do employees perceive as the major barriers in effective and efficient ticket resolving?

What are the barriers to a successful inter-department communication and collaboration?

Hypothesis

Due to inconsistencies in training with KCIT’s new program LANDesk and

lack of communication between staff and supervisors, service providers are

not operating at optimal efficiency and effective levels.

Data and Measures ● Survey Conducted● Cross-sectional Design

○ Non-probability Framework

● Field Setting● Correlational

Ethical Consideration

In order to ensure completely honest feedback, employees submitted the survey anonymously and voluntarily.

Results

Which service team are you a member of?

How frequently do you use the “task” function?

Only 10% of respondents use

the “task” function frequently

Please indicate on a scale from Strongly Agree to Strongly Disagree to what level you agree that the following are major barriers to resolving your tickets efficiently? (Efficiency refers to the performing or functioning in the best possible manner with the least waste of time and effort.)

Please indicate on a scale from Strongly Agree to Strongly Disagree to what level you

agree that the following are major barriers to resolving your tickets effectively?

(Effectively refers to working in a way that produces a desired result).

When you use the "task" function, do you typically create one task per ticket or multiple

tasks per ticket?

When solving incidents/requests, approximately how often do: you meet with

management, you seek help from management, colleagues ask you for help, you seek

seek help from other services/work teams, other services/ work teams seek help from

you?

Key Findings ● Customer Support Services most represented responses to “Ticket does not concern my service”● Standardized process and procedures was an issue for the Business Solution team ● The common theme that was presented was commenting on the workflow in the environment● Twenty-eight percent did not not know what the “task” function was

Suggestions for future

The common trends from our analysis show that major barriers to optimal functioning are lack of training with tools, and inconsistent workflow expectations between departments

● More training.● Communication on what is expected

Barriers Toni Ford, Jonathan Hiatt, Moriah Layson, Alicia

Lookabill, Yarali Pineda, Lakrista Vantrece & Bissirat

Woldemicael