We set standards to meet your needs and expectations when receiving a service from us. We want you to know what to expect. We are committed to creating an environment where everyone is treated with dignity and respect at all times.

Information Services Records Management Hours of Operation

Monday – Friday, 8:00am to 5:00pm

Information Services Records Management General Communication and Office Coverage Expectations

Telephone Inquiries:

1. Calls will be answered as promptly as possible.
2. When voicemail is necessary or should a customer prefer to leave a voice-mail, IS personnel checks the voicemail box every 15 mins. 
3. If the individual you are contacting is out of the office, their phone will be forwarded to another department staff, but if you do reach the original individuals voicemail, a message will be left on their machine notifying the customer of the individual’s return to work date and an alternate contact.
4. When callers reach a department that is unable to assist them with their inquiry, every effort will be made by the person that answered the call to get the caller to the correct location for their inquiry to be addressed. 

Email/Website Inquiries:

1. All e-mail and/or website inquiries, will be acknowledged within 2 business days.
2. If the individual you are contacting is out of the office, an automated email notification will be sent to the customer. This notification will include the individual’s return to work date and an alternate contact.

Front Desk (in person) Inquiries:

Monday – Friday 8:00am to 5:00pm

Information Services Records Management Delivery Standards

Priority 1:

• Affecting Service to Customers
• Affecting multiple services/staff
• No alternative or backup service is available
• Need Resolution within 4 hours
• TSS Response Time
  • First contact within 20 minutes
  • Specialist is dispatched within 1 hour

Priority 2:

• Default Priority for General Service Requests
• Does not require advanced scheduling
• Document Destructions, Locating Records, Micorfilm request.
• Records Management Response Time:
  • First contact within 4 business hours
  • Request addressed  within 2 business days

Priority 3:

• Advanced Scheduling Required
• Project requires scoping
• Large Scale
• RM Response Time:
  • 2 business days.

To provide additional feedback or speak with a representative, please fill out our Customer Service Survey.