Digital Commons Network^™

Kidspeace New England Action Research: Quality Of Information Systems Customer Service, Tyler Frank

Regis University Student Publications (comprehensive collection)

KidsPeace experienced symptoms that impacted the quality of IS customer service. Action research was an effective research model to investigate these symptoms. Information collected from questionnaires and secondary data showed available support material, availability, and reliability were the lowest rated categories while courteousness, willingness to help, and quality ranked highest. The collaborative team identified three main themes including unfamiliarity with existing help desk resources, the help desk potentially not meeting expected service levels, and KPNE employees preferring to contact local resources. An evaluation of the proposed interventions training, marketing and implementing a service level agreement, resulted in a recommendation to …