Weekly service monitoring meetings are held, in which the data from the previous week are reviewed. These meetings cover topics such as:

• The number of requests of the week recorded in the management tool.

• Number of calls received and abandoned.

• User satisfaction, through the satisfaction surveys carried out by users and recorded in the management tool. The feedback provided by users is reviewed and calls are planned if they have reported a low satisfaction survey to resolve problems and improve service quality.

• Quality of Service, a follow-up of the quality indicators agreed by the SII regarding user service is carried out. Compliance with the indicators is reviewed weekly and new work procedures are established if necessary to correct possible deviations.

• Review of the existence of requests considered long-term as they have not been resolved within 15 days following the user’s request.

• Review of different topics:

  • According to the period of the year: enrollment, start of the academic year, etc. regarding the services offered.

  • New procedures or review of established ones.

  • Requirements for articles in TicKB.

  • Review of changes to offered or new services.

  • Internal management of alerts and new services or changes to existing ones.