Customer Service Excellence Metrics

As a result of the Information Technology Infrastructure Initiative (I.3), COT has grown to an organization of nearly 800 technology professionals providing key and essential IT services allowing more than 30,000 state staff members to serve the needs of nearly 4.5 million Kentucky citizens and the thousands of businesses, large and small, which call Kentucky home. Customer Service Excellence is not merely a 'buzz phrase' - it is at the core of our values and our focus moving forward.

Commonwealth Service Desk

The Commonwealth Service Desk (CSD) is the first point of interaction for agency staff to report an incident or issue with IT services. The CSD strives to meet industry standards on a variety of customer service indicators such as First Call Resolution, Call Time, Wait Time and overall Customer Satisfaction with the resolution of the reported incident.

Network Uptime

COT Website


This page was last modified 3/3/2015 10:19 AM

COT Metrics Home Page


Questions? Comments?

If you have questions or comments, please contact the COT WebMaster.