Track: Case Studies

Abstract

Information technology (IT) departments play a vital role in organizations. In order to attain a campus-wide quality service in higher education institutions (HEI), the department must undergo continuous improvement. This paper is about an assessment on the quality of service rendered by the IT department by identifying the key issues it faced, determining the service gaps, and measuring service efficiency. Using SERVQUAL, it was found that gap scores for all five (5) dimensions yielded negative values, showing that all customer groups of the HEI thought that the IT department does not meet their expectations most especially in terms of empathy and reliability since those dimensions posted the highest negative scores. Upon review of service requests and service level objectives (SLO), it was found that five (5) services have performed below the target of 80% efficiency. Further, several key IT issues include information security, student access, institution wide IT strategy, data-enabled institutional culture, and IT staffing and organizational models. The department was also found to have difficulty in sourcing and retaining its IT personnel especially the key positions because of the fast-paced, ever-changing nature of the IT industry. This means that the HEI should develop programs to maintain employee loyalty and attract more IT professionals to serve the academic community.