Develop a Client Services web page to include Telecom Administration, Support Center and Service Coordination areas.

Build upon the success of the first “Get Wired” program (student SWAT teams that provided assistance to resident students in getting connected to the GMU network during the Back to School period) and expand to all residence halls for Fall 2002.

Conduct a comprehensive review of all elements of Support Magic (work order and trouble tracking database used in many areas of Client Services and the ITU) with the objective to provide more accurate and complete problem tracking and reporting.

Continue to offer and improve upon outreach programs (Technology and Telecom Coordinator Groups) and develop and sustain open communications between ITU and DoIT functional areas.

With our clients’ input and feedback, through the use of data gathering methods including surveys and interviews, develop meaningful and useful metrics on Client Services performance and interpret qualitative feedback that will be shared with our clients and will prove useful as a self-assessment tool for Client Services to apply towards improving our services and operations.

Introduce a Quality Assurance function in Client Services, Technology Services Coordination, that will seek to improve client responsiveness, accuracy and reliability of services provided, and services coordinated across the ITU.

Integrate all areas of Client Services to create a symbiotic organization where all functions can continue to operate in the event of crisis or emergency.