User Services Recognition Program

Do you know of someone in User Services who has displayed outstanding performance or has made a significant contribution to our team? Consider participating in our pilot recognition program as a way to say thank you! User Services recognizes and values the hard work and effort of our team and we are excited to announce the opportunity to nominate someone to receive an award for their accomplishments.


Nominations may be made for superior performance and/or contribution by a teammate involving activities such as: internal or external customer service, cost savings, productivity/work processes, or outstanding commitment to DoIT’s Foundational Principles.

How to Nominate:

Complete the following form by Tuesday, August 22nd:

The Reward:

Two $25 gift cards will be randomly awarded at the August 24th All Staff Meeting. You are eligible for the award if you are nominated by a colleague or if you take the time to nominate someone.


contributed by Jaclyn Zavoral

All-Staff Lunch on August 24th

We’d like to welcome you to our All-Staff Lunch gathering on Thursday, August 24th from 11:45am to 1:00pm in 3139A/B/C.

We have the room starting at 11:30am so feel free to come by early for some extra social time and to get your food. While everyone gets settled in, we will have some great feedback collected from our new customer surveys scrolling at the front of the room.

Our agenda for this meeting will be to get together to:

As always food is provided and there will be gluten free and vegetarian options available.

(Note: Please email if you have any dietary needs you would like us to accommodate.)

As a reminder we are a bring your own beverage event.

We look forward to seeing all of you on the 24th.


contributed by Jesse La Grew

The Tech Store’s Next Leader

This summer I’ve had the pleasure of stepping into the role of interim Assistant Director of the Tech Store. Bill Zimmerman’s move to AD of the InfoLabs and Edward Hoover’s move to AD of Departmental Support opened the door to this terrific experience, one that I’ve learned a lot from. I want to share some of my observations with all of you.

We have a terrific team!

We have some of the best, most hardworking staff members out there. Frankly, they don’t get enough credit for what they do. And they’re not a group of individuals working in silos. These team members collaborate, communicate, and work across group lines to ensure that we have a high-performing, smooth-running operation. I’ve watched them through the SOAR rush, on inventory night, etc., and in every experience I’ve walked away impressed by their effort and dedication.

Ability to adapt

Many of you know that the Tech Store has experienced significant changes over the past year. There’s no doubt that this puts stress on a team and its operations, but at the same time, change can be good and can help position an organization to excel. Everyone in the Tech Store and Product Management has had a hand in making the Tech Store better for the future. We’ve nearly completed another successful SOAR season, and we’ve made great strides in other customer segments. The continued success of the Tech Store depends on its readiness to adapt and change as future conditions require.

Customer Service Focused

The last observation I’ll share is how impressed I’ve been with how we interact with our customers on a daily basis. Our team continually goes above and beyond to ensure our customers have an exceptional experience in the store. From new students and parents to departmental customers, I consistently see people happy with our services and the way we make our customers a priority.

As we search for the next leader for our Tech Store operations (consulting, logistics, repair, and walk-in support), it will be important to find someone who understands the observations I’ve shared above and is dedicated to collaboratively building a vision for the future while working closely with our Product Management team. We know the phrase that says “what got us here won’t get us there,” and that certainly applies to our next Tech Store Assistant Director.

If you know anyone with these skillsets (yourself included!) please encourage them to apply by August 25th at:


contributed by Brandon Bernier, Director of User Services

1,600+ Responses from Voice of the Customer efforts

Over the next few months, the Great Service Team (GST) will be providing a series of updates on how we are progressing with the three pillars of our program (Voice of the Customer, Great Service Philosophy, and Training). For this month’s update we wanted to focus on the Voice of the Customer and share with you some results from the standardized customer satisfaction survey which was implemented in late May (see original announcement here)

During the development of the standardized customer satisfaction survey we consulted with Josh Morrill who informed us of the importance of keeping the survey short and concise. Therefore, we created the new survey with fewer, strategically chosen questions. This has resulted in an average completion time of only 90 seconds.

Continue reading “1,600+ Responses from Voice of the Customer efforts”

Phas3 Update

The User Services Phas3 Space Planning team is pleased to announce that we have completed our proposal for updating the shared User Services spaces in room B213, 1150A, and 1150B and have submitted it to Brandon and the User Services Leadership Team for review!  The proposal is composed of three different sections which provide low, medium, and high cost estimates for improving the space.  We are now working with the Leadership Team to make a selection that is both fiscally responsible and provides the maximum value for User Services team members.

We were also happy to share our proposal with DoIT’s COO John Krogman last week!  John was provided an overview of the Phas3 team’s work, as well as a tour of our spaces.  He was impressed by the team’s efforts, and made a commitment to User Services that the larger organization will help support our improvement efforts!

We hope to have some additional updates for the department by our next User Services All Staff Lunch on August 24.  As always, be sure to let the Phas3 Space Planning Team know if you have any questions, thoughts, or comments.  A list of all team members as well as project updates is available on our landing paging:

contributed by: Chris Poser,

Internship Team Prepares for the End

The summer has been filled with hard work, thrilling projects, ice cream, and an occasional bit of humor and sarcasm for this year’s internship cohort. The nine members of this year’s cohort have been creating improvements and leading projects in each of the departments within User Services. I’m positive everyone who is reading this article has been affected by their hard work.

The beginning of the program started off with the Adventure Learning Program, where the interns got to know each other, and some of their fears for those afraid of heights, a little better. The day on the low and high ropes course emphasized team work, communication, and trust within the group.

Continue reading “Internship Team Prepares for the End”