Three Core Commitments, Eighteen Service Dimensions
Understanding the end user perspective is difficult for most IT leaders. Within higher education, with diverse audiences of faculty, students,
and staff - each with different and competing needs - this challenge is significantly more difficult. Among higher education administrators there is
broad consensus that technology services must evolve to be more aligned with end user expectations. However the
challenge of bridging the gap between those who deliver technology services and
those who use technology is difficult.
The Higher Education TechQual+ Project was created to help IT leaders close the gap between their organizations and those they serve.
The project produces a standardized questionnaire that measures
three core commitments expected of IT organizations in higher education. Faculty, students, and staff want great technology services, particularly
online services; they want to be able to access those services from anywhere, at anytime in a reliable and effective manner; and
they want consistent and timely support as necessary to be more effective in their use of technology. The core TechQual+ survey is informed by focus
groups conducted at participating institutions and revised as necessary to reflect new trends and shifting expectations.
The core TechQual+ survey instrument contains 18 items that assess the quality of services as related
to these three core commitments. Each core commitment is measured through six separate items, or service dimensions. When designing a TechQual+ survey
institutions may also include additional service dimensions that are unique to their institution. They may also include custom open-ended questions. By
relying on the Higher Education TechQual+ Project, institutions have the benefit of measuring a key set of concepts proven to be important to faculty,
students, and staff. Intitutions also have the flexibility to create additional survey items that reflect the uniqueness of technology services provided
locally.
By conducting an annual TechQual+ survey at their institution, IT leaders can assess the strength and performance of their IT services using an
end user focused approach. With annual surveys, IT leaders can more effectively deliver IT services based on a regular, recurring cycle of assessment,
planning, prioriziation, and accountability.
Click here to download a PDF of
the 2008 Higher Education TechQual+ Assessment.
Learn More About the TechQual+ Approach