| Before, the Information Technology support
service provides on-line technical support and maintains
the CSST network infrastructure. Overall, there
was a lot of unreliability in the services offered;
it was not clear what were the priorities of the
department, the needs of the CSST employees, or
the best organizational structure that could optimize
the operation of the department. |
After, the cost
of departmental operations decreased by $2 million
per year.
A better synchronization and relation with customers
was established.
Customer satisfaction with the new services increased
to a 95% satisfaction level.
|
