Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!mips!atha!aunro!ersys!wmah From: ersys!wmah@nro.cs.athabascau.ca (Wayne Mah) Newsgroups: comp.dcom.lans Subject: Re: User/Support Staff ratio poll... Message-ID: Date: 29 Apr 91 01:52:51 GMT References: <14941@darkstar.ucsc.edu> Organization: Edmonton Remote Systems, Edmonton, AB, Canada Lines: 53 woody@ucscb.UCSC.EDU (Bill Woodcock) writes: > > Howdy. I moderate MacNetAdmin, the Fidonet Macintosh networking > newsgroup. We're trying to establish a base of information on the > ratio of endusers to support staff at large sites. We're keeping > academic and corporate figures separately, and so far have averages of > about 130 users per support person at academic sites, and 55 users per > tech supporter on corporate nets, but our sample is very small. I'd > greatly appreciate hearing from people at different sites, regarding: > > 1) the number of users you (or whoever is responsible for > internal enduser support) are called upon to deal with. > > 2) An approximation of the total number of computer > users at your site. > > 3) The number of active support personnel. > > 4) Whether you think this ratio is too high, or too low, and why. > > Thanks for any numbers you can provide. Only the numbers and whether > you're at an academic or corporate site are being kept, we aren't > interested in individual sites, just the trend. > > If there's any interest, I can post statistics here, as well as on > Fidonet. > > -Bill Woodcock > BMUG NetAdmin > > _____________________________________________________________________________ > bill.woodcock.iv..woody@ucscb.ucsc.edu..2355.virginia.st..berkeley.ca.94709.1 Hi, I work for a fairly large corporation and we have over 350 PC users. There is only 3 (really only 2 since one is really junior) support for 350 users. The ratio for me and the other support person is about 150 to 1. I have been asking for another qualified support person, but it falls on deaf ears. At our site, when new projects or technologies arrive, our corporation prefers to contract out the work and leave the support staff with the mundane everyday stuff. I think that expertise should be developed inhouse and the mundane stuff contracted out. I would like to see a 50 user to 1 support ratio. I would be interested in your results. Maybe I can use this to increase my own staff. Wayne Mah ersys!wmah@nro.cs.athabascau.ca Edmonton Remote Systems: Serving Northern Alberta since 1982