Core Value: Integrity
Curt Carver's thoughts on Integrity
When I think about what we all do in ITS, it is clear to me that integrity is a core value. Our customers depend on us for critical services. Trust and open communications underlie delivering those services efficiently and effectively. Integrity makes possible everything we do and the lack of integrity has such a negative effect on organizations that it cannot be tolerated by the leadership. Have you ever watched a soap opera? I firmly believe that the industry would cease to exist if the characters only told the truth. Such dysfunctional behavior, entertaining us for decades, only can be achieved by a lack of integrity. It is not the model for ITS.
Perhaps my personal code is best paraphrased by the cadet honor code of West Point – I will not lie, cheat, or steal, or tolerate those who do. If you tell me something, I will believe you. I expect our leaders to have the integrity to address unrealistic expectations of what can be done by when. I expect our employees to achieve realistic expectations in an exceptional manner. You can tell the truth and still be compassionate, thoughtful, and considerate. Integrity to me means that we daily build a foundation of trust in every interaction we have.
Marshall’s Integrity And Attitude Shine
Kevin Marshall exemplifies the ITS core values of integrity and attitude in his position as an IT project manager.
“Kevin demonstrates integrity in his daily interactions and the commitments he makes to people and teams in our organization,” said Sharon Logan, director of Project Management Office. “Kevin’s customers routinely report that if he says he’s going to deliver, he does every time! He approaches his work with a positive, calm demeanor that makes people want to work with him. They know he is there to support their needs and to make sure they are successful.”
According to Kevin, project management at ITS is an emerging and challenging position. He finds rising to and overcoming the challenges very rewarding. “Project Management at ITS allows for an ample amount of opportunities to learn how the organization works in all of the different programs through a wide degree of diverse projects,” said Kevin. He believes the greatest benefit to working at ITS is the opportunity to learn from all of the great people that you get to work with and added, “I’m truly amazed everyday by what the group of people at ITS are able to do. I truly feel blessed to get to work with all of them.”
Kevin manages strategic projects working with teams to define scope, understand requirements, identify tasks, follow progress on tasks, report project status and escalate issues. He has been with ITS since Sept. 2011.
When describing what defines success in Kevin’s position, he said most projects will have at least three measures of project management success: cost, schedule and stakeholder satisfaction. Larger projects may have more, but these three are the minimum. He said, “At ITS, we don’t typically get involved with the budgetary components except at a high level in most cases. I believe at ITS, meeting the stakeholder’s expectations is the greatest source of success on projects that we typically run. If you can manage that, it usually covers most of the other components involved with managing projects.”
Prior to joining ITS, Kevin was a network administrator with the Jackson County Board of Commissioners. He earned a business administration degree from Kennesaw State University.
Thanks Kevin for your continued commitment to ITS!
ITS Helpdesk: 24/7 Integrity
If trust and open communications are the backbone of integrity when providing services in an efficient and effective manner, then there is no better example of this within our organization than the ITS Helpdesk team.
Winners of back-to-back Gold Level Customer Service Awards, the Helpdesk team builds a relationship of trust and reliability with their customers, and that relationship is reinforced with every call and e-mail made to the ITS Helpdesk. The Helpdesk customer service agents provide all customers the highest level of support each time they contact ITS. Each contact is a personal interaction.
Even during on-call hours, the team responds to the needs of its customers 24/7. “We run the Helpdesk with a triage model as far as our paging goes,” says Helpdesk Manager Greg Fischer. “So when somebody calls after business hours, they can page us and talk with a person. That customer will get a return call. Someone is always staffing the post.”
In addition to Fischer, the Helpdesk team includes five customer service agents: Elizabeth Bryant, Adrienne Burns, Kimberly Owensby, Suzanne Kille, and Mike White. The Helpdesk team exemplifies the trust you can build when resourceful and certified personnel are empowered to do their jobs and have all the right tools at their disposal. If the building were to suddenly become unavailable for some unforeseeable reason, Fischer is confident that he and his team could manage their operations from just about anywhere with a laptop and an Internet connection — thanks to their offsite contingency strategy.
The ITS Helpdesk team provides unmatched customer support and assistance for their customers. The team is unified in their belief that they should say what they mean and mean what they say. They are thoughtful and considerate of their customers; they make sure that they understand the problem and its impact on the customer and do their best to facilitate rapid resolution. They take pride in their interactions with their customers. In these times, good customer service is just not enough. The ITS Helpdesk team understands this and provides superior customer service 24/7.