2023 Customer Survey Results
Big Picture: IOT staff earned praise from co-workers on the latest customer satisfaction survey. IOT staff received scores of 99% on both friendliness and professionalism. Overall customer satisfaction was rated at 97.49%.
Why it matters: Our goal is to be the gold-standard of customer service and to provide an experience that exceeds the customer’s expectations.
Go deeper: IOT recently concluded its bi-annual Customer Satisfaction Survey sent to state employees who opened a ticket in the last six months. Surveys ask how helpful, knowledgeable and professional the support team was in resolving issues and how satisfied customers were with their interaction with IOT.
Some other numbers included:
- Knowledgeable and helpful support: 98%
- Quality customer service: 98%
- IOT understood customer needs: 97%
Do you need help getting started with or have any questions about an IOT service? Submit a ticket on the ASM Self-Service Portal.
IOT’s Nationally Recognized SEAL IT Program adds its 50th associate
The Indiana Office of Technology’s (IOT) award-winning State Earn and Learn (SEAL) IT Program, a work-based learning program with on-the-job paid training in IT government careers, reached a milestone, adding its 50th associate this week.
The SEAL program identifies, hires, and trains citizens from any background or experience. Some SEALs previously worked as truck drivers, factory workers, line cooks, grocery store workers, and arcade technicians. They are now transitioning into IT careers in cybersecurity, disaster recovery, telecommunications, application development, public cloud operations, and more.
“The SEAL IT Program has allowed IOT to find and train the next generation of its workforce,” SEAL IT Director and IOT’s Director of Strategic Workforce Planning Jon Rogers said. “Through SEAL IT and its skills-based focus on hiring, IOT has taken bold, innovative steps in public sector IT hiring and talent development practices, and the agency has earned kudos from leaders in the broader Indiana IT community for its efforts.”
Since its pilot of two individuals in March 2020, the SEAL IT Program has hired 50 SEAL associates and now supports four executive branch agencies. To date, IOT has converted nineteen program graduates into full-time IOT state employees.
During the work week, associates have time built in for studying and practicing for industry-valued certifications. This carefully balanced experience between the EARN (hands-on experience within a functional team) and the LEARN (continued study toward meaningful certifications) provides the SEAL associates with real-world opportunities in IT and the foundation needed for eligibility for work with the State of Indiana.
IOT partnered with the Indiana Department of Workforce Development (DWD) to leverage this trade-focused apprenticeship program to support the mission of a public agency in 2019. In three years, the program is gaining interest not only in other state agencies but in counties across the state too. For more information about the program, visit the website: https://www.in.gov/iot/seal/
User Experience Webinar
The Tyler Technologies team (the state's design partner and former NIC team) recently presented a User Experience (UX) webinar for state employees who work on their agency's websites.
The team provided the best purpose and practice of user experience including the user interface, user research, usability, information architecture, content strategy, accessibility, analytics and project management.
Some tips for improving the user experience on your website:
- Plan, test and iterate;
- Deploy surveys;
- Observe how people are using your website;
- Make things clear and obvious;
- Know your audience and identify their past behaviors; and
- Involve others in your agency to get feedback.
Find the entire webinar here: https://www.youtube.com/watch?v=yD0UhxRVIV4
Behind the Tech: Tomorrow Rose
Tomorrow is a Business Systems Specialist (also known as a IOT Agency Liaison) for the Business Relationship Management team at IOT.
Her team supports Organizational Change by providing agencies guidance, while supporting their wide variety of initiatives. She works on the business relationship between IOT and state agencies by taking an enterprise-wide approach in developing the best solution to suit their needs and vision. Liaisons use a collaborative approach with agencies and leadership to address several topics including billing, projects, security issues, IT changes, upcoming trainings, and IT services. This allows all agencies to feel fully supported.
What does an average day look like for Tomorrow?
"A liaison's day is never boring, even on the most routine of days," she said. "Each day begins with facilitating communication between a department of IOT and an agency. I like to provide the supporting team with as much information as possible regarding an agency’s issue - collaboration and planning with our agencies and leadership is critical.
As liaisons, we are also the point of contact for issue escalation if the agency's concerns have not been resolved within the Service Level Agreement timeframe. To develop a solution in these instances, I work with the agency, support teams, and leadership. Each day is unique and challenging because there is always a problem to solve."
What's her favorite thing about her job?
"The people I work with are one of my favorite aspects of my profession," she said. "From the beginning, our environment has been wonderful, inclusive, and friendly. I adore how unique and difficult each day is. I also value the IOT teams' ability to work together quickly when necessary. We are fortunate to work in a setting where everyone puts in a lot of effort and encourages one another!
What does she hope to take away from her work at IOT?
She wants to take with her the relationships she is forming and the priceless knowledge she is picking up from everyone. "Every day, I want to get better and learn more. Additionally, I want everyone I interact with to prosper. As many people have done for me, I shall always have the mindset to support the next person. I also value honest, hardworking individuals who share my interests," she said.