2011 IT User Satisfaction Survey

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WELCOME TO THE INFORMATION TECHNOLOGY USER SATISFACTION SURVEY

To open the survey, please enter your Login code the box below and click on the "Login" button. If you have any problems accessing the survey, please e-mail csr@indiana.edu or call 1-888-226-9234.

STUDY INFORMATION

This survey of IU Southeast faculty, staff and students is being conducted to assess and improve the services that University Information Technology Services (UITS) and the IUS IT department offer. 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 need to exit the survey before finishing, you can return at a later time. When you return, use the "Continue" button to review your previous answers and return to where you exited. 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.

1. I agree, proceed.
2. I do not wish to participate.

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: 1 signifies that you are not at all satisfied with a service, and 5 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 7 for "cannot evaluate" this service. If you have no knowledge of the service in question, please select 8 for "never heard of service" rather than not answering the question.


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 on-line catalog, computer network, Help Desk support at 941-2447, Internet)? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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

Not at all important Very important Cannot evaluate Never heard of service
1234578

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

Novice Expert
12345

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

a) Yes

b) No (if No, please go to Question #5)

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

1. Computer running Windows
2. Apple Macintosh or compatible
3. Unix workstation (including microcomputers running LINUX)
4. Other (Please specify)___________________________

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

1. No internet service
2. High-speed connection (DSL, cable modem)
3. Dial-up connection (AOL, MSN, etc.)

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

a) Yes
b) No (GO TO Question #8)
c) I don't own a laptop computer or other mobile device.

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.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Imail/Umaill [S] 1 2 3 4 5 7 8
Microsoft Exchange/Outlook [F,Staff] 1 2 3 4 5 7 8
Outlook Web Access [F,Staff] 1 2 3 4 5 7 8

7. 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
1 2 3 4

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

IT 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]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
IT Help Desk support (941-2447) 1234578
The IU Knowledge Base, kb.iu.edu 1234578
IT communication and publications (print, e-mail, on-line) 1234578
IT Training, self-study services (NETg and Microsoft eLearning courses, Oncourse feature demos) 1234578
I IUware online 1234578
Purchasing software at a discounted rate through the IUS Bookstore 1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1 2 3 4 5 7 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.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Hardware (computers, scanners, etc.) [All] 1 2 3 4 5 7 8
Software [All] 1 2 3 4 5 7 8
Lab printers[All] 1234578
Availability of student computers when and where you need access [All] 1234578
Availability of lab consultants when and where you need support [All] 1234578
Courtesy & helpfulness of student lab consultants [All]              
Oncourse (Web-based distributed learning environment) [All] 1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

CLASSROOM TECHNOLOGY SERICES

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]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Classroom AV support staff 1234578
IT mobile AV equipment (computer/projection carts) 1234578
Classrooms with permanently installed AV equipment 1234578

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

  Never Occasionally Frequently Always
Your experience with videoconferencing technology 12 3 4
Support services for videoconferencing 12 3 4
Teleconference service (phone bridge) 12 3 4
UniCom (unified desktop communication system) 12 3 4

UNIVERSITY INFORMATION SERVICES

16. 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: Not at all satisfied Very satisfied Cannot evaluate Never heard of service
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [Staff] 1234578
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 1234578
Faculty Services (rosters, grades) [F] 1234578

Human Resources Management System (HRMS): Not at all satisfied Very satisfied Cannot evaluate Never heard of service
E-Doc Services [Staff] 1 2 3 4 5 7 8
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, On-line Open Enrollment, etc.) [F,Staff] 1 2 3 4 5 7 8
TIME - IU time keeping system [F, Staff] 1 2 3 4 5 7 8
Financial Information System (FIS) [F,Staff] 1 2 3 4 5 7 8
IU Information Environment including Financial Data Retrieval System [Staff] 1 2 3 4 5 7 8
Purchasing/Accounts Payable, EPIC [F,Staff] 1234578
Travel System [F, Staff] 1234578
G Library online catalog (IUCAT) [All] 1234578

OneStart Portal: Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Navigation/Usability [All] 1234578
OneStart Calendar/Classifieds [S] 1234578
IU Notify [All] 1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Publishing on IU Web servers using Cascade (the Content Management System) [F, Staff] 1 2 3 4 5 7 8
Browsing the IUS websites [All]
1 2 3 4 5 7 8
Personal Web home pages (mypage.iu.edu) [F,S]
1 2 3 4 5 7 8
Search feature on the IUS website [All]
1 2 3 4 5 7 8
IUS Events Calendar [All]
1 2 3 4 5 7 8
Use of video clips on the IUS websites [All] 1 2 3 4 5 7 8

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.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Customer service at the campus switchboard
(941-2000, or 0) [All]
1 2 3 4 5 7 8
Telephone equipment [F, Staff] 1 2 3 4 5 7 8
Campus long distance [F, Staff] 1 2 3 4 5 7 8
Voice mail services [F, Staff] 1 2 3 4 5 7 8
Campus 'house' phones [All] 1 2 3 4 5 7 8
Installation and repair of campus data jacks and telephones [F, Staff] 1 2 3 4 5 7 8
Network and telephone support staff [All] 1 2 3 4 5 7 8
Reliability of IU Southeast network [All] 1 2 3 4 5 7 8
Wireless network access [All] 1 2 3 4 5 7 8

PRINTING AND COPYING SERVICES

20. 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]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Printers/copiers in offices [F, Staff] 1 2 3 4 5 7 8
Printers/copiers in labs and classrooms [F, S] 1 2 3 4 5 7 8
Quality of printed pages [All] 1 2 3 4 5 7 8
Faxing at the printer/copier [F, Staff] 1 2 3 4 5 7 8
Scan-to-email at printer/copier [F, Staff] 1 2 3 4 5 7 8
Your experience with the FedEx Office service [F, Staff] 1 2 3 4 5 7 8
Submitting jobs via the FedEx Office website. [F, Staff] 1 2 3 4 5 7 8

21. Oerall, how satisfied are you with printing and copying services? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

GENERAL ASSESSMENT

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

25. 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]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

Improvements and Suggestions

26. Are there additional comments you would like to make about University Information Technology Services? [All]

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________


27. If you need an IT staff to contact you to discuss with you any aspect of IT services at IU Southeast, please provide the information requested below. This information will be passed on to the Information Technology support staff, but your survey responses will remain confidential.[All]

Name: ________________         Phone: _______________
E-mail: ________________       Question/problem related to: _______________


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