UNIVERSITY INFORMATION TECHNOLOGY SERVICES IUB USER SATISFACTION SURVEY 2010

University Information Technology Services Survey-Indiana University Bloomington 2010 UNIVERSITY INFORMATION TECHNOLOGY SERVICES IUB USER SATISFACTION SURVEY 2010 University Information Technology Services Survey-Indiana University Bloomington 2010 Welcome to the Information Technology User Satisfaction Survey 2010 To open the survey, please enter your Survey ID and Password in the boxes below and click on the "Login" button If you have any problems accessing the survey, please e-mail csr@indiana.edu or call 1888-226-9234 What it’s about-This survey of IUB faculty, staff and students is being conducted to assess and improve the services that UITS offers Your judgments about the quality of our services are important because they help us identify the areas in which we are succeeding, point to the services we need to improve, and highlight the areas in which we need to offer new services Your considered evaluation of our services is even more important because of the continuing reduction in funding for UITS and its services by the State Please be assured that your answers are confidential and no individual’s answers will ever be identified in any report Your participation is voluntary Your decision to participate will in no way affect your standing with the university If you are interested in previous survey results, visit http://www.indiana.edu/~uitssur If you need to exit the survey before finishing, you can return at a later time You may also view a PDF of the complete survey questionnaire or print this screen If you have any questions or concerns about the study, please e-mail csr@indiana.edu On to the survey— If you have read this form and agree to take part in this survey, please click the “Proceed to the survey” button Proceed to the survey I not wish to participate Print this page University Information Technology Services Survey-Indiana University Bloomington 2009 Please answer each question as completely as possible by selecting your answers in the circle or box for each question Most of the questions ask for your level of satisfaction for a given service based on a five-point scale The scale represents a spectrum: signifies that you are not at all satisfied with a service, and means you are very satisfied There are no neutral options If you are not familiar enough with a particular service to make an evaluation, please select for "cannot evaluate" this service If you have no knowledge of the service in question, please select for "never heard of service" rather than not answering the question Computing and Computer Networking Overall, how satisfied are you with the computing and computer networking services offered by University Information Technology Services (UITS) during the past year (e.g., Support Center Consulting at 855-6789, Student Technology Centers, electronic mail, Internet, research computers, library online catalog, computer network, and administrative systems)? [ALL] Not at all Satisfied Very Satisfied Cannot Evaluate Never Heard of Service Overall, how important are UITS systems and services to your work or study? [ALL] Not at all Important Very Important Cannot Evaluate Never Heard of Service How would you rate your computer expertise? [ALL] Novice Expert Do you live on campus? [UND, GRD] a) Yes b) No Do you have a computer at your residence? [ALL] a) Yes b) No (if No, please go to Question #9) What type of computer you have at your residence? [ALL] a) Only Workstation b) Only Laptop (netbook or mini notebook) c) Both Workstation and Laptop What operating system/s you have on your residence computer? (Please select all that apply.) [ALL] a) Windows University Information Technology Services Survey-Indiana University Bloomington 2009 b) c) d) e) f) g) h) i) j) k) Windows Vista Windows XP Windows (other) Mac OS X 10.6 Mac OS X 10.5/10.4 Mac OS X (other) Mac OS or older Linux Unix Other system/s (please specify): If you access the IUB computing systems from your off-campus residence, indicate the service you use (Please select all that apply.) [ALL] [skip if Question #4=Yes or Question #5=No] a) UITS modem pool (856-5200, 856-5202) b) Departmental modem pool or modem attached to office/laboratory workstation c) Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Bluemarble, Kiva, etc.) d) Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Bluemarble, AT&T, HoosierNet, etc.) e) Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Comcast, etc.) f) Other (Please specify): University Information Technology Services Survey-Indiana University Bloomington 2009 Electronic Mail UITS supports a variety of electronic mail systems to send messages (e-mail) to others at the university and worldwide If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response Never Not at all Very Cannot Heard of Satisfied Satisfied Evaluate Service Imail/Umail [UND, GRD] WebMail/Cyrus [FAC, STF] Microsoft Exchange/Outlook [FAC, STF] Outlook Web Access [FAC, STF] 10 Which UITS supported e-mail system you use most often [FAC, STF]? a) WebMail/Cyrus b) Microsoft Exchange/Outlook c) Outlook Web Access University Information Technology Services Survey-Indiana University Bloomington 2009 11 If you use an external mail service (e.g., Gmail, Hotmail, Yahoo! Mail, AOL, etc.), please indicate the usage frequency [ALL] Always Frequently Occasionally Never 12 How satisfied are you with the following UITS supported e-mail services? [ALL] Never Very Cannot Heard of Satisfied Evaluate Service Not at all Satisfied Anti-spam service to move spam e-mail into a special folder Central e-mail list server (Listserv)? 13 Overall, how satisfied are you with the UITS electronic mail systems available at IUB? [ALL] Never Not at all Very Cannot heard of satisfied satisfied evaluate service University Information Technology Services Survey-Indiana University Bloomington 2009 User Support Services 14 UITS provides a wide range of assistance for computer users If you have received help from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response [ALL] Never Not at all Very Cannot heard of satisfied satisfied evaluate service Telephone consulting UITS Support Center (8556789) Walk-in consulting UITS Support Center (Information Commons Main Library) Chat consulting UITS Support Center (http://ithelplive.iu.edu) E-mail consulting UITS Support Center (ithelp@iu.edu) Online support resources (Knowledge Base, http://uits.iu.edu) Online account creation process for central UITS computers (https://itaccounts.iu.edu/) IT Training and Education: STEPS Instructor-led Computing Workshops IT Training and Education: Self-study services (e.g., lynda.com, Skillsoft and Microsoft eLearning courses, IT Training Tips blog, STEPS self-study materials, Oncourse CL Feature Demos) IUware online Software deals via IU contracts (e.g., Microsoft , Adobe, Symantec) 15 Overall, how satisfied are you with the UITS user support services available at IUB? [ALL] Not at all satisfied Very satisfied Cannot evaluate Never heard of service University Information Technology Services Survey-Indiana University Bloomington 2009 User Communication 16 UITS communicates with students, faculty, staff, and external audiences through a variety of media and activities If you have seen information from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response [ALL] Never Very Cannot heard of satisfied evaluate service Not at all satisfied UITS electronic news (Monitor email newsletter, uitsnews.iu.edu, IT@IU, nu2it.iu.edu, Facebook, Twitter, RSS, News & Spotlight sections at uits.iu.edu) IT awareness events (e.g., Making IT Happen TechFest, special IT conferences and presentations) 17 Overall, how satisfied are you with UITS user communication at IUB? [ALL] Not at all satisfied Very satisfied Cannot evaluate Never heard of service University Information Technology Services Survey-Indiana University Bloomington 2009 Instructional and Student Computing Services 18 UITS maintains a large number of computer facilities and services designated to facilitate student learning and enhance instruction If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response Never Very Cannot heard of satisfied evaluate service Not at all satisfied Student Technology Centers hardware (computers, scanners, etc.) [ALL] Student Technology Centers software [ALL] Black & white and color printing services[ALL] Student Technology Centers consulting [ALL] Campus In-room Residential consulting and Residential Technology Centers consulting [UND,GRD] Infostations (conveniently located stand up email stations)[ALL] 8 Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307) [FAC] Media Design and Production (University systemwide web development, video and audio production, graphic design and animation, photography, and media conversion services [FAC, STF] 19 Overall, how satisfied are you with UITS instructional and student computing services available at IUB? [ALL] Never Not at all Very Cannot heard of satisfied satisfied evaluate service University Information Technology Services Survey-Indiana University Bloomington 2009 Classroom Technology Services 20 UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment, delivery of equipment, classroom technology support staff) designed to facilitate the use of information technologies in the classroom Overall, how satisfied are you with the quality of these services? [FAC] Not at all satisfied Very satisfied Cannot evaluate Never heard of service Research Technologies 21 Alone, or in partnership with other campus units, UITS provides facilities and services in support of research If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response Never Very Cannot heard of satisfied evaluate service Not at all satisfied Central research and high performance computers (Big Red, Quarry, and RDC clusters) [FAC, STF, GRD] Central instructional and general purpose Unix computers (Quarry) [ALL] Center for Statistical and Mathematical Computing (Stat/Math Center, statmath@indiana.edu, 855-4724) [ALL] 8 Massive Data Storage Service (MDSS/HPSS) [FAC, STF, GRD] Research File System (RFS) [FAC, STF, GRD] Geographic Information Systems (GIS) Services uitsgis@indiana.edu [ALL] 22 Overall, how satisfied are you with the UITS research technology services available at IUB? [ALL] Not at all satisfied Very satisfied Cannot evaluate Never heard of service University Information Technology Services Survey-Indiana University Bloomington 2009 Enterprise Software 23 Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response Academic Systems: Student Information Systems Never Very Cannot heard of satisfied evaluate service Not at all satisfied General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [FAC, STF] Academic Advising Services [FAC, STF] Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [UND, GRD] Faculty Services (rosters, grades) [FAC] Oncourse CL (Web-based distributed learning environment) [FAC, UND,GRD] Library online catalog (INDYCAT/IUCAT) [ALL] Business Systems: Human Resources Management System (HRMS) Never Very Cannot heard of satisfied evaluate service Not at all satisfied E-Doc Services [STF] TIME -IU time keeping system [FAC, STF] General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [FAC, STF] 8 Faculty Annual Report (FAR) [FAC, Staff] Business Systems: Fiscal Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service Financial Information System (FIS) [FAC, STF] Purchasing/Accounts Payable [FAC, STF] Travel System [FAC, STF] Maintenance Management System (MMS) [STF] E-Commerce Systems [ALL] University Information Technology Services Survey-Indiana University Bloomington 2009 Integration Systems Never Very Cannot heard of satisfied evaluate service Not at all satisfied IU Information Environment (IUIE) [STF] User eXperience Group (UXG) [STF] OneStart Portal: Navigation/Usability [ALL] OneStart Calendar / Classifieds [UND, GRD] 24 Overall, how satisfied are you with academic systems made available by Enterprise Software at IUB (e.g., Oncourse CL, student self-service, IUCAT, etc.) [FAC, UND, GRD] Not at all satisfied Very satisfied Cannot evaluate Never heard of service 25 Overall, how satisfied are you with the business systems available at IUB? [STF] Not at all satisfied Very satisfied Cannot evaluate Never heard of service Network-based Services 26 UITS supports access to and use of various web services, wireless access, and video conferenceing If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response [ALL] Not at all satisfied Very satisfied Cannot evaluate Never heard of service Publishing on IU Web servers (www.indiana.edu) Personal Web home pages (Mercury, mypage.iu.edu) IU Search (search.iu.edu) Wireless access points available on campus Video conferencing (polycom and video bridges) [FAC, STF] University Information Technology Services Survey-Indiana University Bloomington 2009 27 UITS provides campus networking, dial-in modems, data activations, and repair services How satisfied are you with such network services available at IUB? [ALL] Never Not at all Very Cannot heard of satisfied satisfied evaluate service Voice Services 28 UITS provides a wide range of telephone services to faculty, student, and staff customers If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response Never Not at all Very Cannot heard of satisfied satisfied evaluate service Campus housing voice mail services [UND,GRD] Campus Switchboard (855-4848 or 0) [ALL] Teleconference service provided by Campus Switchboard (855-4848 or 0) [FAC, STF] Installation and repair of campus data jacks and telephones [FAC, STF] Campus office telephone equipment (single line sets, business sets, etc.) [FAC, STF] Campus office telephone service [FAC, STF] Campus office telephone customer support [FAC, STF] Campus office voice mail services [FAC, STF] Campus office long distance [FAC, STF] Campus housing telephone customer service [UND,GRD] General Assessment 29 How helpful has the information technology environment at IUB been in your teaching activities? [FAC] Never Not at all Cannot heard of helpful Very helpful evaluate service University Information Technology Services Survey-Indiana University Bloomington 2009 30 How helpful has the information technology environment at IUB been in your research activities? [FAC, GRD] Not at all helpful Very helpful Cannot evaluate Never heard of service 31 How helpful has the information technology environment been in your learning experience at IUB? [UND, GRD] Not at all helpful Very helpful Cannot evaluate Never heard of service 32 Overall, how satisfied are you with the information technology services (including computing, computer networking, and telecommunications) offered by University Information Technology Services (UITS) during the past year? [ALL] Not at all satisfied Very satisfied Cannot evaluate Never heard of service Improvements and Suggestions 33 Are there additional comments you would like to make about University Information Technology Services? [ALL] 34 If you would like an IT staff member to contact you to discuss with you any aspect of IT services at IUB, please provide the information requested below This information will be passed on to UITS, but your survey responses will remain confidential [ALL] Name: _ Phone: _ E-mail: _ Question/problem related to: _ University Information Technology Services Survey-Indiana University Bloomington 2009 THANK YOU FOR SHARING YOUR VIEWS! Your responses to the survey were successfully submitted Questions or comments? Contact us For security purposes, please close this browser window to exit the survey  .. .University Information Technology Services Survey- Indiana University Bloomington 2010 Welcome to the Information Technology User Satisfaction Survey 2010 To open the survey, please... in this survey, please click the “Proceed to the survey? ?? button Proceed to the survey I not wish to participate Print this page University Information Technology Services Survey- Indiana University. .. at IUB? [ALL] Never Not at all Very Cannot heard of satisfied satisfied evaluate service University Information Technology Services Survey- Indiana University Bloomington 2009 User Support Services