Letter to the Editor: The Hub’s commitment to Service Excellence.
Response to opinion piece published Nov 3, 2022 by Giuliana Islas.
Dear Editor,
Thank you for the opportunity to publish a response to the recent opinion piece about The Hub at Saint Xavier University. As customer service representatives deeply committed to service excellence, we seek positive outcomes to every interaction, and when we fall short or the outcome is not what was desired, it can be disappointing. We are deeply dedicated to our student base as well as faculty and staff members. In that spirit, we want to approach what was written in the author’s opinion piece from a place of fairness and concern.
The author’s opinion piece was specific to some experiences at the Hub, Saint Xavier’s technology service center. We would welcome the opportunity to speak with both the author and those mentioned in the article to discuss each specific issue. Our leadership team researched all the scenarios mentioned fully and can respond to each. Please contact the CIO (information below) so we can schedule a meeting.
In the interest of perspective, we want to provide some background information into the Hub’s day-to-day operations. To encourage continued discussions, we would like to invite all readers to complete this year’s IT Satisfaction Survey; a key tool we use every year since 2014 (only missing the past few years due to Covid.) The latest survey just hit everyone’s email and we ask that everyone take it! We read each one, listen to concerns and use feedback from it as we plan our future courses of action. (On the my.sxu.edu portal, under Technology, see the CIO Corner for more information on past surveys, projects, and accomplishments.)
The Hub is open nearly 80 hours a week with a large contingent of Federal Work Study student workers alongside a talented staff of full-time technicians. As a team, the Hub handles technical deployments, provides technology for events and through the use of tickets, addresses technology issues ranging from paper jams to virus scans. With a near 100% college-to-career rate post-graduation, the Hub is home to some of SXU’s best students, evident in the excellent internships and careers they achieve following graduation.
As mentioned before, tickets are how we track all tasks, updates and successful solutions at the Hub. Upon closing every ticket, a satisfaction survey is issued, and while we maintain a very high satisfaction rate, with every dissatisfied response we receive, the director reaches out, meets and works with respondents until they are satisfied. We are incredibly proud of our satisfaction rates but we’re always chasing the last 2-3 percent, aiming always for 100% satisfaction! Here are our numbers for the last three years.
The opinion piece mentioned “the Hub has a duty to provide adequate service to faculty, staff, and students…” Truthfully our team strives to be better than adequate. We strive to be responsive, collaborative, effective and respectful in all things, priding ourselves on listening and learning from success or failure. From an IT perspective, the article was a disheartening surprise, as our survey results show strong satisfaction. With that being said, we truly appreciate it as an opportunity to support our mission, and to further open the lines of communication. Please reach out to the CIO, Molly Maley Gaik, at maley@sxu.edu, always with any questions or concerns.
Respectfully,
Information Technology Team at Saint Xavier University