Public Service & System Metrics
Overview
The Office of Information Technology captures a large number and variety of measurements to monitor and evaluate our performance. This page provides a selection of key metrics on our most visible and utilized services. Each graph displays current and historical performance and, if appropriate, the target we strive to meet.
We welcome your input on these metrics. If you have feedback or questions, please contact us at oit-metrics@duke.edu.
Customer Satisfaction
OIT Service Desk Satisfaction
| For the Week Ending April 29, 2013Weekly Client Satisfaction Survey | ||
|---|---|---|
|
 |
OIT conducts surveys of a random sample of customers submitting Service Desk tickets, and tabulates results on a weekly basis. Customers are asked to rate the Service Desk for courtesy, technical competence, timeliness, quality and overall satisfaction. Our goal is to achieve a score of 4.5+ out of 5 on all of these scales. View survey questions |
OIT Service Desk Usage
| For the Week Ending April 27, 2013Weekly Service Desk Resolved Cases | ||
|---|---|---|
|
 |
OIT provides customer support through the Service Desk located at the American Tobacco Campus.
|
Service Utilization
OIT Computer Lab Usage
| For the Month Ending April 2013Monthly Computer Lab Usage | ||
|---|---|---|
|
 |
OIT supports 25 computer labs, including two Multimedia Project Studios. Most labs are open 24 hours a day when classes are in session. OIT also runs a Virtual Computing Lab (VCL) which is a service that allows authenticated users to reserve a computer with specialized software and to access it remotely over the internet. |
Email Mailboxes
| For the Month Ending March 2013Monthly Number of DukeMail Mailboxes | ||
|---|---|---|
|
 |
E-mail is an indispensable communication tool at Duke. All students, as well as faculty and staff in departments that use DukeMail, are provided with at least one GB of e-mail storage space on the Duke network.
|
| For the Month Ending March 2013Monthly Number of Exchange Mailboxes | ||
|---|---|---|
|
 |
Exchange consolidates personal e-mail, calendar, contacts and tasks in a single application; works seamlessly with Microsoft Office applications; and integrates well with other collaboration tools.
|
Software License Downloads
| For the Month Ending April 2013Monthly Number of Software License Downloads | ||
|---|---|---|
|
 |
The OIT Software License group coordinates software acquisition across Duke and enables faculty, staff and students to access popular software titles at greatly reduced rates by maintaining a variety of large-scale and campus-wide licenses.
|