In our annual report for 2012-2013, we want to share our plan for continuous improvement with you. Inside our annual report you will find nine strategic objectives that are driving ITS forward and enabling us to operate more effectively and efficiently on your behalf. Some highlights illustrate both the quality and complexity of the university's technology services during the previous fiscal year: ITS resolved 19,146 requests for service while retaining an overall satisfaction rating of 4.88 out of 5; our email spam filters block more than 83% of email spam before it gets to you; our critical services were available more than 99.9% of the time; and ITS-led projects contributed a return on investment to the university of more than $4.9 million.
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