1. Barriers
Toni Ford, Jonathan Hiatt, Moriah Layson,
Alicia Lookabill,
Yarali Pineda, Lakrista Vantrece & Bissirat
WoldemicaelUniversity of Washington Bothell
Acknowledgments:
King County Department of Information Technology (KCIT)

2. Presentation Outline
● Introduction
● Research Questions
● Data & Measures
● Results
● Key Finding & Discussion
● Future work

3. Introduction
What are the barriers within KCIT that hinder performance and efficiency?
KCIT wants to know:
Do employees have time to resolve tickets?
How are they reporting their tickets once resolved?
How are they using LANDesk and do they understand it?

4. Research Questions
What do employees perceive as the major barriers in effective and efficient ticket
resolving?
What are the barriers to a successful inter-department communication and collaboration?

5. Hypothesis
Due to inconsistencies in training with KCIT’s new program LANDesk and
lack of communication between staff and supervisors, service providers are
not operating at optimal efficiency and effective levels.

6. Data and Measures
● Survey Conducted
● Cross-sectional Design
○ Non-probability Framework
● Field Setting
● Correlational

7. Ethical Consideration
In order to ensure completely honest feedback, employees submitted the
survey anonymously and voluntarily.

8. Results

9. Which service team are you a
member of?

11. How frequently do you use the “task” function?

12. Only 10% of respondents use
the “task” function frequently

15. Please indicate on a scale from Strongly Agree to Strongly Disagree to what level you
agree that the following are major barriers to resolving your tickets efficiently? (Efficiency
refers to the performing or functioning in the best possible manner with the least waste of
time and effort.)

21. Please indicate on a scale from Strongly Agree to Strongly Disagree to what level you
agree that the following are major barriers to resolving your tickets effectively?
(Effectively refers to working in a way that produces a desired result).

27. When you use the "task" function, do you typically create one task per ticket or multiple
tasks per ticket?

30. When solving incidents/requests, approximately how often do: you meet with
management, you seek help from management, colleagues ask you for help, you seek
seek help from other services/work teams, other services/ work teams seek help from
you?

34. Key Findings
● Customer Support Services most represented responses to “Ticket does not concern my service”
● Standardized process and procedures was an issue for the Business Solution team
● The common theme that was presented was commenting on the workflow in the environment
● Twenty-eight percent did not not know what the “task” function was

35. Suggestions for future
The common trends from our analysis show that major barriers to optimal functioning are lack of
training with tools, and inconsistent workflow expectations between departments
● More training.
● Communication on what is expected

36. Barriers
Toni Ford, Jonathan Hiatt, Moriah Layson, Alicia
Lookabill,
Yarali Pineda, Lakrista Vantrece & Bissirat
Woldemicael