With the aim of offering a Quality Service and within the Quality Pact that the different University Services carry out annually, which is based on the EFQM model, objectives and indicators are included to measure both satisfaction and the quality of the service offered by the CAU.

The objectives and indicators added to the Key Results are as follows:

• Maintain satisfaction levels from the user’s point of view according to the survey carried out by the Quality Service:

  • Indicator: Maintain the average score in the satisfaction survey conducted among users of the User Support Center (8). (In 2024, a score of 9.90 was obtained).

• Provide quality incident management (for clients: PAS, PDI, PI, EG, and other groups):

  • Percentage of incidents with a critical priority level resolved within 8 business hours (95%). (In 2024, a score of 100% was obtained).

  • Percentage of incidents with a high priority level resolved within 16 business hours (95%). (In 2024, a score of 100% was obtained).

  • Percentage of incidents with a medium priority level resolved within 24 business hours (95%). (In 2024, a score of 96.94% was obtained).

  • Percentage of incidents with a low priority level resolved within 38 business hours (95%). (In 2024, a score of 97.80% was obtained).

These objectives and indicators are included in the Service Charter of the IT Infrastructure Service.