In January, the Chief Information Technology Officer (CITO) and Assistant Secretary-General, Choi Soon-hong, launched a Secretariat-wide ICT survey to gauge user satisfaction with 12 core ICT services. UN personnel responded enthusiastically to the survey, generating a total of 5,015 responses from over 50 departments and offices worldwide. Many people also provided written comments with a wide range of good proposals and suggestions.
The survey results were carefully analyzed and presented as the basis for discussion at an ICT management retreat during the first week of February. Senior ICT managers from departments and offices worldwide participated in the retreat. The survey results provided them with good insights into the effectiveness of current ICT projects and services in the context of customer satisfaction. The survey results allowed senior ICT managers to identify areas that need improvement.
Detailed tables showing the number of responses for each participating UN office are available in a PowerPoint document. In summary, 2,995 men and 2,020 women participated in the survey. Respondents by grade were almost equivalent for Professional staff (1,855 participants) and General Service staff (1,848 participants). 619 staff in the Field Service responded. Participants who have been with the Organization for two to 10 years represented the largest group (2,345 participants).
The top five rated ICT services include: basic office automation software (78.8%), computer equipment and related support (76.0%), Telephone equipment and related support (74.8%), email services (74.2%), and performance and reliability of the internet (73.2%). The lowest ratings were given to: training related to ICT technologies and services (62.2%), Remote access to UN applications (63.6%), UN common application software (66.1%), finding information on UN websites and in document repositories (66.8%), and mobile equipment and related support (67.1%).
Mr. Choi expresses his special appreciation to all those who participated in the first Secretariat-wide ICT survey. User satisfaction surveys will be conducted on an annual basis to measure the performance of ICT services. Mr. Choi believes that the survey results have provided important inputs into the development of the ICT strategy for the global Secretariat that calls for "A Stronger ICT for a Better United Nations".
