2009 IUS 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 1180 randomly selected people at Indiana University Southeast (200 faculty, 180 staff, 800 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"), and 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").

Unless indicated otherwise, the results shown are weighted to estimate the average response of the entire IUS 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, 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 IU Southeast Information Technology during the past year (e.g., Student Technology Centers, electronic mail, research computers, library online catalog, computer network, Help Desk support at 941-2447, internet)? [All]

Average Satisfaction Usage
4.33 ± .08 97.0 ± 1.8% 97.5%

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

Average Satisfaction Usage
4.60 ± .07 98.8 ± 1.2% 98.2%

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

Average Expertise (1=novice, 5=expert): 3.63 ± .08

4. Do you have a computer at your residence? [All]

Yes: 98.6%

a. What type of computer do you have at your residence? [All]

  Percentage checked Responses
Computer running Windows 93.6% 356
Apple Macintosh or compatible 9.1% 43
Unix workstation (including microcomputers running LINUX) 4.2% 16
Other (please specify): _________ 1.8% 8

b. From home, how do you connect to the internet?

  Percentage checked Responses
No internet service 1.9% 11
High-speed connection (DSL, cable modem) 92.5% 342
Dial-up connection (AOL, MSN, etc.) 5.6% 27

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

 

Yes
No
I don't own a laptop computer
33.5%
52.1%
14.4%

ELECTRONIC MAIL

6. 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.

  Average Satisfaction Usage
WebMail [S] 3.79 ± .19 85.3 ± 6.0% 73.6%
Imail / Umaill [S] 3.83 ± .21 83.3 ± 6.2% 67.5%
Microsoft Exchange/Outlook [F,Staff] 4.39 ± .11 96.5 ± 2.6% 90.4%
Outlook Web Access [F,Staff] 4.12 ± .13 96.1 ± 2.9% 83.2%

7. If you use an external mail service (e.g., Hotmail, Yahoo! mail, AOL, etc.), please indicate the usage frequency. [All]

  Students Staff Faculty
Always 50.9% 6.2% 15.8%
Frequently 25.5% 30.8% 42.1%
Occasionally 15.8% 33.8% 22.1%
Never 7.9% 29.2% 20.0%

8. How satisfied are you with the anti-spam service that moves spam e-mail into your junk folder? [F,Staff]

Average Satisfaction Usage
4.45 ± .10 95.8 ± 2.8% 93.1%

USER SUPPORT SERVICES

9. 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]

  Average Satisfaction Usage
IT Help Desk support (941-2447) 4.23 ± .10 92.1 ± 2.7% 45.8%
The IU Knowledge Base, kb.iu.edu 4.26 ± .08 97.9 ± 1.6% 31.3%
IT communication and publications (print, e-mail, online) 3.99 ± .09 93.8 ± 2.5% 67.1%
IT Training, self-study services (NETg and Microsoft eLearning courses, Oncourse feature demos) 4.04 ± .09 93.5 ± 2.6% 30.4%
IUware online 4.37 ± .10 92.2 ± 2.7% 68.4%
Purchasing software at a discounted rate through the IUS Bookstore 4.55 ± .08 96.7 ± 1.9% 58.2%

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

Average Satisfaction Usage
4.22 ± .09 95.0 ± 2.2% 81.8%

DEPARTMENTAL SUPPORT

11. IU Southeast Information Technology provides a wide range of support and services directly to university departments. Overall, how satisfied are you with departmental support services available at IU Southeast? [Staff]

Average Satisfaction Usage
4.51 ± .12 100 ± .4% 93.8%

 

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

12. IU Southeast maintains a large number of computer facilities and services designated to facilitate student learning and enhance instruction. If you use the student computer labs and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Hardware (computers, scanners, etc.) [All] 4.20 ± .09 94.2 ± 2.4% 90.7%
Software [All] 4.25 ± .09 94.7 ± 2.4% 89.4%
Lab printers[All] 4.08 ± .11 91.3 ± 2.9% 88.8%
Availability of student computers when and where you need access [All] 4.17 ± .09 94.1 ± 2.5% 90.8%
Availability of lab consultants when and where you need support [All] 3.80 ± .11 84.8 ± 3.7% 77.2%
Courtesy & helpfulness of  student lab consultants [All] 4.06 ± .10 91.4 ± 2.9% 74.9%
Oncourse CL (Web-based distributed learning environment) [All] 3.96 ± .10 91.5 ± 2.9% 85.8%

13. Overall, how satisfied are you with instructional and student computing services available at IU Southeast? [All]

Average Satisfaction Usage
4.21 ± .08 98.0 ± 1.5% 90.7%

CLASSROOM TECHNOLOGY SERVICES

14. IU Southeast IT 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? [F]

  Average Satisfaction Usage
IT- Media Services support staff 4.61 ± .14 98.8 ± 2.7% 87.6%
IT mobile AV equipment (computer/projection carts) 4.06 ± .22 88.6 ± 6.8% 71.4%
Classrooms with permanently installed AV equipment 4.28 ± .19 92.4 ± 5.7% 92.9%

15. IU Southeast IT provides technology support for videoconferencing technology (Polycom). If you use this technology, and its support services, please indicate your overall satisfaction by selecting the appropriate response. [F, Staff]

  Average Satisfaction Usage
Your experience with videoconferencing technology 4.30 ± .09 99.0 ± 1.5% 37.5%
Support services for videoconferencing 4.41 ± .10 97.4 ± 2.3% 36.7%
Teleconference service (phone bridge) 4.50 ± .08 100 ± .2% 35.6%
UniCom (unified desktop communication system) 4.37 ± .09 100 ± .2% 15.1%


UNIVERSITY INFORMATION SERVICES

16. Through the University Information Services Division, UITS supports a number of information systems in support of administrative services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Student Information Systems Average Satisfaction Usage
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [Staff] 4.19 ± .16 95.2 ± 4.1% 67.7%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 4.02 ± .15 93.8 ± 4.0% 98.8%
Faculty Services (rosters, grades) [F] 4.24 ± .17 95.7 ± 4.5% 93.9%

Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [Staff] 4.16 ± .16 94.7 ± 4.4% 47.5%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, On-line Open Enrollment, etc.) [F,Staff] 4.44 ± .11 96.7 ± 2.6% 89.4%
TIME - IU time keeping system [F, Staff] 3.78 ± .17 83.8 ± 5.0% 40.5%
Financial Information System (FIS) [F,Staff] 3.98 ± .13 91.6 ± 3.8% 48.8%
IU Information Environment including Financial Data Retrieval System [Staff] 4.03 ± .17 91.3 ± 5.3% 55.6%
Purchasing/Accounts Payable, EPIC [F,Staff] 4.05 ± .13 93.3 ± 3.5% 31.1%
Travel System [F, Staff] 3.69 ± .15 87.2 ± 4.6% 35.2%
Library online catalog (IUCAT) [All] 4.47 ± .12 67.3 ± 4.7% 70.1%

OneStart Portal Average Satisfaction Usage
Navigation/Usability [All] 3.73 ± .11 86.4 ± 3.5% 94.0%
OneStart Calendar/Classifieds [S] 3.80 ± .17 85.2 ± 5.7% 74.8%
IU Notify [All] 4.20 ± .09 95.0 ± 2.3% 84.7%

17. Overall, how satisfied are you with the administrative support systems available at IU Southeast? [Staff]

Average Satisfaction Usage
4.45 ± .13 97.6 ± 3.1% 98.4%

IUS WEBSITE

18. IU Southeast Information Technology supports access to and use of various web services and tools. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Publishing on IU Web servers using Empower (the Content Management System) [F, Staff] 3.58 ± .16 83.5 ± 5.1% 23.1%
Browsing the IUS websites [All] 4.09 ± .09 94.3 ± 2.4% 94.9%
Personal Web home pages (homepages.ius.edu) [F,S] 3.97 ± .12 92.0 ± 3.5% 61.6%
Search feature on the IUS website [All] 3.77 ± .11 84.3 ± 3.7% 84.2%
IUS Events Calendar [All] 3.68 ± .11 83.3 ± 3.8% 74.6%
Use of video clips on the IUS websites [All] 3.76 ± .11 86.3 ± 3.5% 44.1%

TELEPHONE AND NETWORK SERVICES

19. IU Southeast Information Technology provides a wide range of network and 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
Customer service at the campus switchboard (941-2000, or 0) [All] 4.12 ± .09 90.5 ± 3.0% 39.2%
Telephone equipment [F, Staff] 4.06 ± .14 90.8 ± 4.0% 92.8%
Campus long distance [F, Staff] 3.84 ± .16 85.1 ± 4.8% 83.1%
Voice mail services [F, Staff] 4.19 ± .12 94.8 ± 3.1% 86.0%
Campus ‘house’ phones [All] 4.17 ± .09 92.6 ± 2.7% 17.8%
Installation and repair of campus data jacks and telephones [F, Staff] 4.30 ± .13 94.5 ± 3.2% 50.8%
Network and telephone support staff [All] 4.17 ± .09 93.8 ± 2.5% 29.9%
Reliability of IU Southeast network [All] 4.14 ± .09 93.5 ± 2.5% 65.3%
Wireless network access [All] 3.91 ± .11 87.2 ± 3.4% 57.0%

20. IU Southeast Information Technology provides Automated Call Distribution (ACD) for many offices. If you use ACD services, please indicate your overall satisfaction by selecting the appropriate response. [Staff]

Average Satisfaction Usage
4.14 ± .15 96.9 ± 3.5% 52.0%

PRINTING AND COPYING SERVICES

21. IU Southeast Information Technology supports all networked printers and multi-function printer/copiers on campus. Please indicate your overall satisfaction by marking the appropriate response. [All]

  Average Satisfaction Usage
Printers/copiers in offices, labs and classrooms [All] 4.06 ± .10 91.4 ± 2.9% 93.2%
Quality of printed pages [All] 4.27 ± .08 96.1 ± 2.0% 95.1%
Faxing at the printer/copier [F, Staff] 4.13 ± .12 92.4 ± 3.7% 62.5%
Scan-to-email at printer/copier [F, Staff] 4.21 ± .12 93.8 ± 3.4% 58.1%
Your experience with the FedEx Kinkos service [F, Staff] 3.89 ± .15 86.8 ± 4.7% 25.6%
Submitting jobs via the FedEx Kinkos website. [F, Staff] 3.93 ± .14 88.9 ± 4.4% 13.6%

22. Overall, how satisfied are you with printing and copying services? [All]

Average Satisfaction Usage
4.15 ± .09 94.7 ± 2.3% 93.7%

GENERAL ASSESSMENT

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

Average Satisfaction Usage
4.37 ± .17 95.7 ± 4.5% 96.9%

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

Average Satisfaction Usage
4.11 ± .20 92.3 ± 5.7% 65.7%

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

Average Satisfaction Usage
4.11 ± .13 96.1 ± 3.3% 95.0%

26. Overall, how satisfied are you with the information technology services (including computing, computer networking, and telecommunications) offered by IU Southeast during the past year? [All]

Average Satisfaction Usage
4.11 ± .08 97.4 ± 1.7% 92.8%