2009 IT User Survey Summary

prepared by

Center for Statistical and Mathematical Computing
Click here for a printable version in Microsoft Word Format.

METHODOLOGY

The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 983 randomly selected people at Indiana University Kokomo (158 faculty, 128 staff, 697 students). The questions on the survey are primarily Likert opinion scales (1-5 rating scales with 5 always being the most favorable rating). For questions asking opinions of services, the results shown include in order: the average opinion score (labeled "Average"), the percentage of people who were satisfied with the service (graded it as a 3 or better, labeled "Satisfaction"), the percentage of people who use the service (which we have taken to be the percentage of people who expressed an opinion about it, labeled "Usage"), and the total number of respondents to each question (raw number of respondents who did not leave a given item blank, labeled "Responses")

Unless indicated otherwise, the results shown are weighted to estimate the average response of the entire IUK community. Some services, however, are used only by certain subpopulations, so results are shown for the appropriate subpopulations. Subpopulations are indicated by F for Faculty, Staff for Staff, and S for Students. In some cases, the scores are for groups of subpopulations, indicated for example by [F&S] for services used by faculty and students. Results are shown separately for multiple subpopulations where appropriate. For the average opinion and the satisfaction percentage scores, confidence intervals are also provided. The confidence intervals indicate the sampling error for each estimate at the 95% confidence level (i.e. each mean and satisfaction score falls within the range indicated by the estimated value, plus or minus the interval score).



COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by Information Technology during the past year (e.g., Student Technology Centers, computer equipped classrooms, electronic mail, computer network, help desk)? [All]

Average Satisfaction Usage
4.16 ± .09 97.1 ± 2.2% 98.3%

2. Overall, how important are Information Technology systems and services to your work or study? [All]

Average Satisfaction Usage
4.70 ± .07 100 ± .2% 98.3%

3. How would you rate your computer expertise? [All]

Average Expertise (1=novice, 5=expert): 3.48 ± .10

4. How long have you been using computers? [All]

Less than one year 1-4 years 5-9 years 10-19 years 20 years or more
Students 0.0% 1.9% 21.5% 53.3% 23.4%
Staff 0.0% 1.3% 7.6% 43.0% 48.1%
Faculty 0.0% 1.3% 0.0% 40.0% 58.7%

5. On a weekly basis, approximately how many hours do you use a computer? [All]

Less than 1 hour 1-5 hours 6-10 hours 11-15 hours 16-20 hours Over 20 hours
Students .9% 3.7% 18.7% 20.6% 19.6% 36.4%
Staff 0.0% 5.1% 12.7% 1.3% 10.1% 70.9%
Faculty 0.0% 6.7% 5.3% 10.7% 14.7% 62.7%

6. Do you have a computer at your residence (desktop computer or a laptop that you use at home)? [All]

Yes: 97.1%

a. What type of computer do you have at your residence? (Please select all that apply.) [All]

  Percentage checked Responses
PC running Windows Vista 49.5% 157
PC running Windows XP 64.7% 185
PC running other Windows operating systems (e.g., NT, 98/ME, 2000) 11.1% 87
Apple Macintosh 11.8% 83
Unix workstation (including microcomputers running LINUX) 7.4% 77
Other (Please specify) 7.5% 79

b. If you access IU Kokomo computing systems from home, please indicate the service you use. (Please select all that apply.) [All]

  Percentage checked Responses
Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetZero, etc.) 13.0% 94
High Speed DSL or cable modem connection (e.g., Comcast, AT&T) 77.6% 200
Other (please specify): 11.7% 83

7. Do you use a laptop computer while on campus? [All]

YesNoI don't own a laptop computer
45.5%29.3%25.2%

a. If you bring a laptop computer to campus, do you access the wireless network? [All]

Yes: 92.0%


ELECTRONIC MAIL

8. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IU Kokomo and worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [All]

Average Satisfaction Usage
4.21 ± .11 94.5 ± 2.9% 95.4%

USER SUPPORT SERVICES

9. IT 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]

  Average Satisfaction Usage
Telephone consulting 4.12 ± .15 93.7 ± 4.3% 30.4%
Walk-in consulting at the help desk (M-F, 8-5) 4.37 ± .15 97.1 ± 3.4% 61.4%
Walk-in consulting at the help desk (evenings and weekends) 4.03 ± .29 91.2 ± 8.4% 31.4%
Online consulting resources (e.g., knowledgebase) 4.10 ± .17 91.6 ± 5.6% 35.6%
Online account creation process 3.97 ± .18 90.6 ± 6.0% 50.0%
IT Awareness events (e.g., Making IT Happen) 4.08 ± .19 89.5 ± 6.1% 34.6%
Getting software downloads via IUWare Online 4.44 ± .14 92.0 ± 4.3% 66.7%
Purchasing software at a discounted rate through the Barnes &Noble Bookstore at IU Kokomo 4.39 ± .18 93.6 ± 4.7% 44.1%

10. Overall, how satisfied are you with the user support services available at IU Kokomo? [All]

Average Satisfaction Usage
4.30 ± .09 98.9 ± 1.5% 87.5%


STUDENT TECHNOLOGY CENTERS

11. IT maintains computer facilities and services designated specifically for student use. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [S]

  Average Satisfaction Usage
Hardware (computers, scanners, etc.) 4.17 ± .15 95.8 ± 4.5% 90.6%
Software 4.17 ± .17 94.6 ± 5.1% 87.6%
Availability of student facilities and services where and when you need them 3.80 ± .21 85.9 ± 7.3% 93.4%

12. Overall, how satisfied are you with the computer facilities and services available at IU Kokomo? [S]

Average Satisfaction Usage
3.97 ± .18 92.3 ± 5.5% 98.1%


AUDIO/VISUAL (A/V) SERVICES

13. IT provides a number of services designed to facilitate the use of information technologies in the classroom. If you use these facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Classroom A/V equipment [F] 4.15 ± .21 94.4 ± 6.0% 96.0%
Video Teleconferencing for meetings [F, Staff] 4.19 ± .29 93.6 ± 7.5% 36.0%
Video Teleconferencing for distance education courses [F,S] 3.86 ± .49 88.2 ±18.7% 8.8%
Support services for video teleconferencing [ALL] 4.05 ± .28 87.5 ± 9.8% 8.5%

14. How often do you use the following devices in your teaching? [F]

  Average Satisfaction Usage
Computer/Projector 3.49 ± .16 88.0 ± 8.0% 100%
Document camera 2.62 ± .22 52.1 ±12.1% 100%
Laptop (yours or the campus's) 1.59 ± .20 13.5 ± 8.4% 100%
VCR 1.73 ± .14 10.8 ± 7.7% 100%
DVD 2.09 ± .16 29.7 ±11.0% 100%

15. Overall, how satisfied are you with the A/V services available in classrooms over the past year (e.g. delivery of equipment, permanent class room equipment ordering procedures, support staff, selection of equipment)? [F]

Average Satisfaction Usage
4.32 ± .19 95.8 ± 5.4% 95.9%

ENTERPRISE SOFTWARE

16. 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 Average Satisfaction Usage
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff] 3.93 ± .23 86.9 ± 7.8% 56.6%
Academic Advising Services [F, Staff] 3.62 ± .34 81.6 ±12.3% 31.9%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 4.28 ± .16 95.2 ± 4.5% 100%
Faculty Services (rosters, grades) [F] 4.04 ± .23 91.5 ± 7.1% 97.3%
Oncourse CL (Web-based distributed learning environment) [F,S] 4.20 ± .14 93.5 ± 4.0% 92.5%
Library online catalog (IUCAT) [ALL] 4.03 ± .14 90.7 ± 4.3% 88.5%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [Staff] 4.36 ± .27 96.4 ± 8.8% 41.8%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 4.27 ± .13 96.2 ± 3.5% 97.1%

Business Systems: Fiscal Systems Average Satisfaction Usage
Financial Information System (FIS) [F, Staff] 4.03 ± .24 93.1 ± 6.9% 43.6%
Purchasing/Accounts Payable (EPIC) [F, Staff] 4.23 ± .22 97.8 ± 4.8% 35.1%
Travel System [F, Staff] 3.99 ± .26 97.0 ± 6.6% 26.8%
Maintenance Management System (MMS) [Staff] 3.33 ± .66 73.3 ±26.4% 20.3%
E-Commerce Systems [ALL] 4.34 ± .29 99.6 ± 5.4% 10.5%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [F, Staff] 3.74 ± .25 87.5 ± 8.2% 49.6%
OneStart Portal: Navigation/Usability [ALL] 3.93 ± .13 87.7 ± 4.3% 94.6%
OneStart Calendar / Classifieds [All] 3.66 ± .18 80.8 ± 6.6% 68.8%

17. Overall, how satisfied are you with academic systems made available by Enterprise Software at IU Kokomo (e.g., Oncourse CL, student self-service, IUCAT, etc.) [F,S]

Average Satisfaction Usage
4.11 ± .14 92.9 ± 4.0% 97.9%

18. Overall, how satisfied are you with the business systems available at IU Kokomo? [Staff]

Average Satisfaction Usage
4.15 ± .21 96.7 ± 5.3% 78.2%


DATA NETWORK SERVICES

19. Overall, how satisfied are you with the speed and reliability of data network services available at IU Kokomo? [All]

Average Satisfaction Usage
4.00 ± .11 93.4 ± 3.2% 98.9%


VOICE SERVICES

20. IT 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.

  Average Satisfaction Usage
Telephone repair service [F,Staff] 4.56 ± .20 97.6 ± 5.3% 32.7%
House phones [All] 4.32 ± .16 98.6 ± 3.1% 26.5%
Telephone equipment (e.g., telephone sets) [F,Staff] 3.88 ± .21 86.6 ± 6.9% 70.6%
IU Kokomo telephone directories [F,Staff] 4.12 ± .16 94.0 ± 4.5% 84.5%
Campus office long distance service [F,Staff] 3.85 ± .20 89.8 ± 6.0% 74.9%
Campus office voice mail services [F, Staff] 4.07 ± .19 93.2 ± 4.9% 81.7%
Monthly invoice format [F,Staff] 3.91 ± .30 88.7 ±10.4% 29.8%

21. Overall, how satisfied are you with the telephone services offered by IT during the past year (e.g., long distance calling service, telephone service, telephone features, voice mail, and telephone equipment)? [All]

Average Satisfaction Usage
4.23 ± .11 98.1 ± 2.5% 27.3%


GENERAL ASSESSMENT

22. Please state your level of agreement with the following statement(s) concerning your experience at IU Kokomo:

a. I am given class assignments that require the use of computers. [S]

Average Satisfaction Usage
4.67 ± .14 97.1 ± 3.7% 100%

b. Enough training is available in the use of technological tools required for class. [S, F]

Average Satisfaction Usage
4.03 ± .14 94.8 ± 3.6% 92.3%

c. Instructors make adequate use of technology in the courses they teach. [S]

Average Satisfaction Usage
4.04 ± .20 91.3 ± 5.8% 100%

23. How helpful has the information technology environment at IU Kokomo been in your teaching activities? [F]

Average Satisfaction Usage
4.22 ± .23 91.3 ± 7.3% 94.5%

24. How helpful has the information technology environment at IU Kokomo been in your research activities? [S,F]

Average Satisfaction Usage
4.15 ± .14 96.7 ± 3.2% 92.8%

25. How helpful has the information technology environment at IU Kokomo been in your learning experience? [S]

Average Satisfaction Usage
4.21 ± .16 97.0 ± 3.8% 98.0%

26. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IU Kokomo. [S]

Average Satisfaction Usage
2.26 ± .24 38.4 ±10.8% 83.5%

27. Overall, how satisfied are you with the information technology services (including telecommunications, A/V, computing, and computer networking) offered by IT during the past year? [All]

Average Satisfaction Usage
4.03 ± .11 95.9 ± 2.6% 92.5%