2013 UITS IUS User Survey Summary

prepared by

UITS Research Analytics

METHODOLOGY

The UITS User Survey is administered by the Center for Survey Research. Surveys were sent to 972 randomly selected people at Indiana University, Southeast (194 faculty, 181 staff, 597 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").

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 FAC for faculty, STF for staff, and S for students. In some cases, the scores are for groups of subpopulations, indicated for example by [FAC, 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).


General Services

1. 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 941-2447, Student Technology Centers, electronic mail, Internet, research computers, library online catalog, computer network, and administrative systems)? [ALL]

Average Satisfaction Usage
4.34 ± .08 96.3 ± 2.0% 98.2%

2. Overall, how important are UITS systems and services to your work or study? [ALL]

Average Satisfaction Usage
4.47 ± .08 97.0 ± 1.8% 97.6%

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

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

4. Do you live on campus? [S]

Yes No
5.8% 94.2%

5. Please indicate which of the following devices you own or use regularly. (Please select all that apply.) [ALL]

  Percentage checked
a) Desktop 65.1%
b) Laptop 85.3%
c) Tablet 35.5%
d) Smartphone 69.6%
e) None of the above .1%

6. What operating system(s) do you have on your device(s)? (Please select all that apply.) [ALL]

  Percentage checked
a) Windows 8 24.0%
b) Windows 7 66.7%
c) Windows Vista/earlier version 22.8%
d) Mac OS X 10.8 16.4%
e) Mac OS X 10.7/earlier version 5.3%
f) Linux/Unix 4.5%
g) iOS 49.4%
h) Android 43.2%
I) Windows Phone 3.4%
j) Blackberry OS 3.4%
k) Other 1.2%

7. Please indicate whether you use your device(s) on campus, at your residence (including on-campus housing), or both. [ALL]

  Residence Campus Both
Desktop 37.3% 28.8% 33.9%
Laptop 39.5% 2.2% 58.3%
Tablet 25.2% 3.5% 71.4%
Smartphone 9.1% 2.6% 88.4%

Electronic Mail

8. 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
Imail/Umail [S] 4.21 ± .15 93.2 ± 4.2% 95.5%
Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF] 4.32 ± .12 94.2 ± 3.3% 98.4%

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

  Students Staff Faculty
Always 49.4% 9.0% 16.3%
Frequently 30.5% 38.3% 52.5%
Occasionally 14.9% 33.8% 16.3%
Never 5.2% 18.8% 15.0%

10. How satisfied are you with the following UITS supported e-mail services? [ALL]

  Average Satisfaction Usage
Anti-spam service to move spam e-mail into a special folder 4.30 ± .09 95.4 ± 2.2% 82.0%
Central e-mail list server (Listserv) 4.07 ± .10 93.7 ± 2.7% 54.4%

11. Overall, how satisfied are you with the UITS electronic mail systems available at IU Southeast? [ALL]

Average Satisfaction Usage
4.32 ± .09 94.7 ± 2.3% 95.2%

Support Services

12. UITS provides a wide range of IT assistance for IU faculty, staff, and students. 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
UITS Support Center: Telephone consulting (941-2447) 4.03 ± .11 90.4 ± 3.0% 29.2%
UITS Support Center: Walk-up consulting (Registration Lab, US 212 Help Desk, Knobview & Crestview labs, Library) 4.45 ± .08 96.4 ± 1.9% 55.9%
UITS Support Center: Chat consulting (http://ithelplive.iu.edu) 3.79 ± .13 78.4 ± 4.2% 20.9%
UITS Support Center: E-mail consulting (helpdesk@ius.edu) 4.26 ± .09 95.7 ± 2.1% 26.0%
Knowledge Base (http://kb.iu.edu) 4.15 ± .10 90.8 ± 3.0% 36.4%
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 4.08 ± .10 89.6 ± 3.1% 47.1%
IUanyWare usability 4.22 ± .10 93.8 ± 2.5% 50.4%
IT Training instructor-led training (e.g., classroom and online workshops, webinars and certificate series) 4.19 ± .09 93.2 ± 2.6% 29.5%
IT Training self-study services (e.g., lynda.com, downloadable workshop materials, Skillsoft and Microsoft eLearning courses, IT Training Tips blog, webinar recordings, Oncourse Feature Demos) 4.13 ± .10 95.2 ± 2.2% 30.2%
IUware online 4.47 ± .08 96.4 ± 2.0% 69.9%
Software deals via IU contracts (e.g., Microsoft, Adobe, Symantec) 4.65 ± .06 99.0 ± 1.1% 66.8%
Cloud Storage at IU (e.g., cloudstorage.iu.edu, IU Box, SharePoint) 4.33 ± .07 99.7 ± .7% 38.2%

13. Overall, how satisfied are you with the UITS support services available at IU Southeast? [ALL]

Average Satisfaction Usage
4.42 ± .07 97.6 ± 1.6% 91.2%

Communication Services

14. 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]

  Average Satisfaction Usage
Electronic news (e.g. Monitor email newsletter) 4.13 ± .09 93.0 ± 2.6% 80.5%
Social media (e.g. SNITCH, Twitter, Facebook, RSS) 4.02 ± .11 90.5 ± 3.0% 57.6%
SUITS websites (ius.edu/it, uits.iu.edu, nu2it.iu.edu) 4.20 ± .09 93.6 ± 2.6% 70.9%
Digital Signage (Video Bulletin Board) 4.02 ± .08 95.6 ± 2.1% 33.3%
Awareness events (e.g., New to IT, "Talk Nerdy to Me") 3.93 ± .10 89.6 ± 3.1% 38.1%

15. Overall, how satisfied are you with UITS communication at IU Southeast? [ALL]

Average Satisfaction Usage
4.19 ± .08 96.6 ± 1.9% 89.5%

Instructional and Student Computing Services

16. 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.

  Average Satisfaction Usage
Student Technology Centers:Hardware (computers, scanners, etc.) [ALL] 4.50 ± .07 97.9 ± 1.5% 93.6%
Student Technology Centers:Software [ALL] 4.54 ± .07 97.9 ± 1.5% 90.1%
Student Technology Centers:Black & white and color printing services [ALL] 4.31 ± .09 94.3 ± 2.4% 90.1%
Student Technology Centers: Consulting [ALL] 4.34 ± .09 95.0 ± 2.3% 54.4%
Infostations (conveniently located stand up email stations)[ALL] 4.25 ± .10 93.3 ± 2.6% 45.6%
Institute for Learning & Teaching Excellence (ILTE) [FAC] 4.51 ± .21 93.7 ± 6.0% 79.7%

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

Average Satisfaction Usage
4.34 ± .08 97.1 ± 1.8% 86.9%

18. 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]

Average Satisfaction Usage
4.18 ± .20 93.4 ± 6.1% 96.2%

19. UITS provides several services for video communications and collaboration. If you use these services and facilities, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Videoconferencing (Tandberg, Polycom, video bridges) [FAC, STF] 3.99 ± .13 89.7 ± 4.2% 44.9%
Web collaboration (Adobe Connect) [ALL] 3.92 ± .11 89.8 ± 3.1% 24.0%
Video streaming (iStream) [ALL] 3.87 ± .10 91.3 ± 2.9% 22.0%

Research Technologies

20. 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.

  Average Satisfaction Usage
Central research and high performance computers (Big Red, Quarry, and RDC clusters) [FAC] 3.67 ± .35 66.7 ±10.9% 7.4%
Center for Statistical and Mathematical Computing (Stat/Math Center, statmath@iu.edu, 855-4724) [FAC] 3.14 ± .32 57.1 ±11.4% 8.6%
Scholarly Data Archive (formerly referred to as MDSS / HPSS) [FAC] 3.25 ± .24 75.0 ±10.0% 4.9%

21. Overall, how satisfied are you with the UITS research technology services available at IU Southeast? [FAC]

Average Satisfaction Usage
3.58 ± .30 73.7 ±10.3% 24.1%

Enterprise Software

22. 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) [FAC, STF] 4.05 ± .13 89.1 ± 4.3% 58.2%
Academic Advising Services [FAC, STF] 3.86 ± .15 84.8 ± 5.0% 45.7%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 4.30 ± .16 91.4 ± 4.7% 98.7%
Faculty Services (rosters, grades) [FAC] 4.11 ± .21 91.5 ± 6.8% 92.2%
Oncourse (Online collaboration and learning environment) [FAC, S] 4.39 ± .11 95.6 ± 2.8% 96.4%
Library online catalog (INDYCAT/IUCAT) [ALL] 4.22 ± .10 91.2 ± 2.9% 83.5%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [STF] 4.07 ± .15 93.2 ± 4.6% 54.1%
TIME -IU time keeping system [FAC, STF] 3.90 ± .15 87.1 ± 4.7% 62.7%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [FAC, STF] 4.43 ± .10 97.8 ± 2.2% 92.7%
Faculty Annual Report (FAR) [FAC, STF] 3.37 ± .18 68.8 ± 6.3% 45.0%

Business Systems: Fiscal Systems Average Satisfaction Usage
Financial Information System (FIS) [FAC, STF] 3.59 ± .15 80.9 ± 5.4% 46.2%
Purchasing/Accounts Payable [FAC, STF] 3.51 ± .15 78.4 ± 5.6% 38.8%
Travel System [FAC, STF] 3.32 ± .15 71.1 ± 6.2% 52.7%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [STF] 3.81 ± .17 86.2 ± 6.1% 69.1%
OneStart Portal: Navigation/Usability [ALL] 4.07 ± .11 89.6 ± 3.1% 92.0%
OneStart Calendar / Classifieds [S] 4.11 ± .16 93.3 ± 4.2% 76.8%

23. Overall, how satisfied are you with the availability, reliability, speed, and accuracy of the academic and business systems made available by UITS (e.g., Oncourse, student self-service, IUCAT, etc.)? [ALL]

Average Satisfaction Usage
4.44 ± .08 97.0 ± 1.8% 96.9%

24. Overall, how satisfied are you with the functionality of the academic and business systems made available by UITS (e.g., Oncourse , student self-service, IUCAT, etc.) [ALL]

Average Satisfaction Usage
4.26 ± .09 93.7 ± 2.5% 96.7%

Web Services

25. UITS 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. [ALL]

  Average Satisfaction Usage
Publishing on IU Web servers using Cascade web content management system (www.ius.edu) 4.13 ± .10 93.6 ± 2.5% 31.6%
Personal Web home pages (mypage.iu.edu) 4.16 ± .10 94.1 ± 2.5% 30.3%
IU Search (search.iu.edu) 3.92 ± .11 87.0 ± 3.4% 65.7%

Network Services

26. UITS provides wired and wireless network access. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [ALL]

  Average Satisfaction Usage
Wireless network access available on campus 4.03 ± .12 84.8 ± 3.6% 87.8%
Wired network access available on campus 4.47 ± .09 94.5 ± 2.4% 72.1%

27. Overall, how satisfied are you with the network services at IU Southeast? [ALL]

Average Satisfaction Usage
4.26 ± .09 94.0 ± 2.5% 95.9%

Voice Services

28. UITS provides telephone services to faculty, student, and staff. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
IT Support Center (941-2447) [ALL] 4.09 ± .10 93.1 ± 2.6% 38.6%
Campus voice services (telephones and Lync) [FAC, STF] 3.63 ± .16 82.2 ± 5.2% 91.0%
Customer service at the campus switchboard
(941-2000, or 0) [ALL]
4.14 ± .09 91.2 ± 2.9% 29.4%

Printing and Copying Services

29. UITS supports all networked printers and multi-function printer/copiers on campus. Please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Printers/copiers in offices [FAC, STF] 3.95 ± .14 88.9 ± 4.3% 96.0%
Printers/copiers in labs and classrooms [FAC, S] 4.19 ± .12 93.5 ± 3.3% 93.5%
Scan-to-email at printer/copier [FAC, STF] 4.28 ± .12 95.1 ± 3.1% 81.1%
Your experience with the FedEx Office service [FAC, STF] 4.18 ± .14 92.6 ± 3.7% 26.4%
Submitting jobs via the FedEx Office website. [FAC, STF] 4.06 ± .13 90.4 ± 4.1% 18.9%

30. Overall, how satisfied are you with the UITS printing and copying services available at IU Southeast? [ALL]

Average Satisfaction Usage
4.28 ± .09 95.7 ± 2.1% 95.0%

General Assessment

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

Average Satisfaction Usage
4.08 ± .21 91.9 ± 6.6% 92.5%

32. How helpful has the information technology environment at IU Southeast been in your research activities? [FAC, S]

Average Satisfaction Usage
4.37 ± .10 97.5 ± 2.2% 88.2%

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

Average Satisfaction Usage
4.41 ± .12 97.9 ± 2.5% 94.8%

34. 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]

Average Satisfaction Usage
4.43 ± .07 97.7 ± 1.6% 92.5%