IT Division selected as finalist for NC Tech Award

The Division of Information Technology at Western Carolina University is one of four finalists for a customer service award from the North Carolina Technology Association.

The association’s NC Tech Awards, North Carolina’s only statewide technology awards program, recognize companies and individuals who have characterized excellence, innovation and leadership.

“Since 1995, the NC Tech Awards (formerly the NCTA 21 Awards) have honored companies for outstanding achievement in the tech sector and use of technology,” said Brooks Raiford, association president and CEO. “As a finalist in this year’s awards, Western Carolina has distinguished itself as one of the state’s technology leaders.”

WCU’s IT Division is charged with providing a reliable, comprehensive information technology environment to enhance teaching, learning, research, services and business operations. Each month, the division responds to more than 2,850 incidents and service requests on average, and the frontline of support comes from a help desk, which provides phone, email and desk-side support, and Technology Commons, which provides walk-up counter support services.

“Being named a finalist as part of this year’s NC Tech Awards is a wonderful honor and recognition of the efforts, continuous improvement and values of the entire Western Carolina University IT team over the past several years,” stated Craig Fowler, WCU’s chief information officer.

To improve services, WCU began using HDI’s Customer Satisfaction Index service in October 2008 to enable faculty, staff and students to answer a five-question survey after receiving help or a service from IT. The customer rates on a scale of one to five the courtesy as well as the technical skills and knowledge of the analyst; the timeliness of the service provided; the quality of the service provided; and the overall service experience.

The division was recognized in 2013 and 2014 by HDI, a global IT service and technical support association as well as certification and training body, as one of the top 50 performers based on customer satisfaction.

The finalists for this year’s NC Tech Awards were selected by a review committee comprised of nonprofit, media, education and technology leaders representing various regions of the state. Winners will be announced at an awards gala in Raleigh on Thursday, Nov. 6.