Redesigning Information Technology Prioritizing Customer Experience
Timothy Jaw, Technology Coordinator at Warren Hills Regional School District, Honored for Exceptional Customer Service
Timothy Jaw, the Technology Coordinator at Warren Hills Regional School District in New Jersey, recently received the Innovative Leader Award at a Tech & Learning Regional Leadership Summit. The award recognizes Jaw's outstanding work in IT, particularly his commitment to exceptional customer service in an educational setting.
Jaw's approach to customer service is rooted in empathy, understanding, and patience. He encourages his team to help each other, especially when someone is having a difficult time. Dealing with customer service in an educational setting can be stressful due to the need to resolve technical issues and the unpredictability of outcomes. However, Jaw believes that exhibiting these qualities can transform an IT department's perception in a school community.
For Jaw, the success of IT in an educational setting is not about a system or a product, but the way people conduct themselves, communicate, and operate. He states that if they are not serving the people who work in the school community, they are not fulfilling their purpose. One device not working in a school can derail an entire day, making it crucial for the IT department to provide timely and effective support.
Jaw's onboarding process for new IT team members involves discussing shared values and the importance of serving the school community. He believes that involving people who come to work in IT from the beginning can help mitigate potential pushbacks. He also emphasizes the importance of starting with himself in exhibiting the patience, customer service, empathy, and compassion he expects from his department.
To provide exceptional customer service in an educational IT department, Jaw's strategies can be inferred from generally recognized best practices. These include responsive and timely support, clear communication and training, proactive problem-solving, collaboration with educators and administrators, maintaining a reliable technology infrastructure, and continuous improvement and feedback incorporation.
Jaw's customer service-oriented mindset can significantly improve IT offerings in educational settings. He believes that making the extra effort to help those in need can make a real difference in the school community. By fostering a culture of understanding and patience within his department, Jaw is setting an example for his team and contributing to a positive impact on the educational experience for students and staff.
- Timothy Jaw, the Technology Coordinator at Warren Hills Regional School District, leverages instructional technology to enhance the learning experiences of students, promoting education-and-self-development.
- In efforts to improve the school's STEM education, Jaw employs an instructional technology approach that emphasizes collaboration and proactive problem-solving, fostering an environment conducive to learning.
- Dedicated to the upliftment of education through technology, Jaw continually seeks opportunities to upgrade the school's technology infrastructure, supporting a smooth and effective delivery of instructional technology services.
