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Committed to fully satisfied customers

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IT Contracts purpose statement

The Information Technology Contracts team establishes contracts and provides knowledgeable consulting services for public organizations serving Washington communities. We work with customers transparently, ethically, efficiently and professionally to achieve customer and team satisfaction.

History

In early 2017, the IT Contracts team (ITC) confirmed that many of its customers' expectations were not being met. The entire IT Contracts team is committed to making meaningful, sustainable changes important to customers.

Initially, IT Contracts staff talked face-to-face with procurement professionals and IT staff in roughly 45 organizations of state and local government, higher education and K-12, and special districts and other political subdivisions.

What was learned

Through the customer interviews, ITC identified many barriers to customer satisfaction. Hearing customers' candid comments helped ITC set goals for the processes and practices it needed to improve immediately, in the intermediate future, and farther out. ITC is staying in touch with customers on a regular basis for continuous, objective and meaningful feedback.

From the customers' comments, ITC distilled their expectations into six categories.

How can you be part of the journey?

Customers can be involved in helping IT Contracts meet expectations for being fully satisfied customers.

Be in touch – call us at 360-407-2218 or email us at DESCPRMITContracts@des.wa.gov.decoration image

Subscribe to and read Contracts Connection, which brings contract status updates on all DES procurement contracts to your email inbox. Subscribe here.

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Volunteer to be part of customer advisory teams as ITC works toward new contracts or considers extending or terminating existing contracts.

Commitment to ongoing dialogue

We will measure the effectiveness of our action plans through ongoing customer interviews at the frequency of customers’ choosing – monthly, quarterly or bi-annually. Regular customer feedback and ratings will show to what degree their expectations are being met and guide our continuous improvement. You can view the most recent ratings below.