Internet / slowness

From: Stauss, Ronald - HPL
Sent: Friday, February 01, 2013 3:20 PM
To: HPL - All Employees
Subject: Internet / slowness

Greetings HPL Teammates

As you have noticed, we have been dealing with another Internet slowness problem.  We have a consultant who works with the City and our IT Network folk and they have been working hard to find and resolve the problem.  Last week a discovery was made that all agreed should make a very positive difference.  We submitted that change request to the City IT Department who approved it Monday January 28.  That change was made after Library Close on Monday night.  Since that time, we have had NO complaints regarding slowness called into the Helpdesk and we are now over half way through Friday. 

At this point, I need to ask your assistance.  If a complaint is made or if slowness is experienced by you, please record the following to send to the helpdesk:  (Helpdesk should ask you these questions):

1. Your Branch
2. Your name
3. Date of occurrence
4. Time it started
5. Time it stopped  (Most recent problem would last 10 or 15 minutes and then go away for a while)
6. Connection type ( Staff computer, Public Computer    and if Wifi or not.)
7. Notes:  Anything you can tell us about what you or the customer was doing at the time.

We hope this last change will cause continued fast response.  We continue monitoring and have two more changes to make but we will monitor the current setting for a while first.

We do understand the pain you feel when the customers are unhappy and trust me that we in IT are very committed to exceptional customer service and work hard to find and resolve problems as quickly as possible.

Best Regards

Ron

Ronald Stauss (Assistant Director - Information Technology)