1996 UCS User Survey - Survey Summary


Comments

For most of the questions, the average response, level of satisfaction, and estimated usage are reported in column format. The average score is simply an average of the respondents' answers if they specified a rating of on the scale of 1 to 5 (1=not at all satisfied with a service, 5=very satisfied). The level of satisfaction is the percentage of respondents who answered 3 to 5 on the 5 point scale. Usage is the percent of respondents who felt they had enough experience with a given service to make a judgement concerning their satisfaction (i.e. their response ranges from 1 to 5 and therefore did respond that they had little or no knowledge of a service). In parentheses immediately following the usage percentage, is the total number of respondents who expressed an opinion -- eg. "95.1% (360)" indicates that three-hundred and sixty individuals rated this service. Finally, for some items only certain subpopulations were reported (graduate, undergraduate, faculty, staff, or a combination of each). The subpopulations included are indicated by square brackets (e.g. "[F&S]" indicates faculty and staff). For more information on the sample and a copy of the survey instrument, see the Methodology and Survey Form sections, respectively.


General questions

1. Overall, how satisfied are you with the services offered by University Computing Services (UCS) during the past year?

Average score: 3.96 Satisfaction : 97.5% Usage: 95.1% (377)

2. Overall, how important are the UCS systems and services (e.g. electronic mail, research computers, library on-line catalog, World Wide Web, campus network, telephone consulting at 5-6789, public computing facilities) to your work or study?

Average score: 4.65 Usage: 98.5% (383)

(1=unimportant, 5=extremely important)

3. About how many hours did you use a computer in the past seven days?

Average: 13.5 hours

4. Would you call yourself a computer novice or expert?

Average: 2.8

(1= novice, 5=expert)

5. Do you personally own a microcomputer (e.g. PC, Macintosh, Unix Workstation)?

Yes: 53.8 %

5a. If you own a computer, does your computer have a modem, either external or internal?

Yes: 81.9 %


Electronic mail

6. UCS supports a variety of electronic mail systems to send messages (e-mail) to others at IU and at other institutions worldwide. Please indicate your level of satisfaction with the following electronic mail services.

Average Score
Satisfaction Percentage
Usage Percentage
Pine (the mailer on the Shakespeare systems)
4.24
95.3%
82.5% (372)
Elm (or other Unix-based mail on UCS systems)
3.50
88.5%
12.3% (353)
Workstation mail (Eudora, Pegasus, GroupWise)
3.97
95.6%
27.7% (361)
E-mail to or from off-campus correspondents (Internet)
4.26
97.2%
84.9% (372)
Infostations (public computers for brief e-mail sessions)
3.82
98.0%
59.8% (221) [G&U]


User support services

7. UCS provides a range of assistance for computer users. If you have received any help from any of the following sources in the past year, please indicate your level of satisfaction.

Average Score
Satisfaction Percentage
Usage Percentage
Computing support personnel employed by your dept.
3.81
86.5%
88.3% (151) [F&S]
Telephone consulting (Support Center, 855-6789)
3.74
83.8%
56.0% (378)
Walk-in consulting, disk recovery, VMS/Unix account
4.04
93.9%
35.9% (376)
On-line sign-up system for accounts on UCS computers
4.06
94.9%
35.3% (376)
Electronic mail consulting via UCS Support Center
3.91
93.8%
26.3% (380)
On-line consulting resources (UCS Help On-line, etc)
3.87
94.0%
27.6% (373)
UCS publications on paper (Quick guides)
3.82
91.9%
36.2% (377)
UCS publications on-line
3.97
94.4%
31.6% (377)
UCS Department Advising and Support (DCAS)
3.41
82.0%
21.3% (150) [F&S]
Software distribution via Softserve
3.99
92.1%
31.2% (366)
ACCESS MicroCenter
3.98
92.3 %
26.0% (374)
UCS education classes and workshops
4.17
94.2%
36.3% (380)
Database Support Group
3.40
86.1%
9.3% (253) [F,S&G]
Local area network support (Novell, Apple Servers, etc.)
3.71
87.9%
36.1% (253) [F,S&G]


Research and instruction facilities and services

8. Alone, or in partnership with other campus units, UCS provides facilities and services in support of research and instruction. If you use such facilities and services, please indicate your overall satisfaction with them

Average Score
Satisfaction Percentage
Usage Percentage
Public Computing Facilities hardware (computers, etc.)
3.96
92.5%
80.5% (225) [G&U]
3.33
74.1%
44.3% (61) [F]
Public Computing Facilities software
4.20
97.6%
77.9% (225) [G&U]
3.56
77.8%
44.3% (61) [F]
Public Computing Facilities consulting
3.76
89.3%
57.8% (224) [G&U]
3.11
68.4%
31.1% (61) [F]
Shared academic computing systems
3.86
92.4%
34.4% (363)
Unix Workstation Support Group
3.54
91.7%
5.9% (238) [F,S&G]
Center for Innovative Computer Applications
3.67
83.4%
7.9% (163) [F&G]
Teaching & Learning Technologies Laboratory (TLTL)
4.54
100.0%
21.7% (60) [F]
LETRS (Library Electronic Text Resource Service)
3.99
90.0%
10.4% (164) [F&G]
Center for Statistical and Mathematical Computing
3.88
78.4%
19.9% (162) [F&G]


Network Services

9. UCS support access to and use of various network information services and tools. If you use such tools, please indicate your overall satisfaction with them.

Average Score
Satisfaction Percentage
Usage Percentage
World Wide Web
4.31
97.2%
91.0% (378)
Usenet news groups
3.74
85.0%
23.0% (377)
Mailing list servers (Listserv, Majordomo)
3.94
92.8%
40.1% (374)
Personal World Wide Web home pages
4.21
99.0%
43.4% (373)
First class conferencing software
4.15
97.2%
21.3% (222) [G&U]
4.17
83.3%
10.0% (60) [F]
IUB Lockers (Argon, Neon, Krypton, etc.)
3.92
86.6%
26.5% (227)[G&U]
3.8
80.0%
8.1% (62) [F]
Information services accessible over the network
3.54
83.2%
52.1% (372)
Standard dial-in modem services
2.95
67.6%
59.7% (62) [F]
3.44
86.1%
40.9% (88) [S]
3.55
83.6%
65.0% (103) [G]
3.64
85.2%
49.2% (124) [U]
Extended dial-in modem services (PPP, etc.)
2.88
66.7%
40.0% (60) [F]
3.58
83.3%
27.6% (87) [S]
3.64
85.0%
27.7% (101) [G]
3.4
79.1%
35.0% (123) [U]
Office or lab network connection (Ethernet data jack)
4.2
96.9%
54.7% (149) [F&S]
Halls of residence direct network connection
4.44
100.0%
8.7% (103) [G]
3.76
86.8%
30.6% (124) [U]


Institutional data services

10. UCS serves as a central repository for many types of institutional data. These include, for example, student data, grades, personnel data and faculty records, financial data, library information, and others. Does your position require access to such computer-based information, data, and/or services?

Percent responding 'yes':
64% [S]
51% [F]

11. Do you have access to all of the institutional data you need to do your job?

Percent responding 'yes':
81% [S]
73% [F]

12. Please indicate your overall satisfaction with the following institutional data services.

Average Score
Satisfaction Percentage
Usage Percentage
IO on-line catalog
4.01
95.1%
76.0% (372)
NOTIS application
3.34
70.0%
12.0% (83) [S]
Registration an automated course exchange (drop & add)
4.12
87.8%
66.4% (146) [F&S]
3.81
86.4%
75.9% (226) [G&U]
Admissions
3.82
94.6%
9.5% (145) [F&S]
4.12
93.2%
36.3% (225) [G&U]
On-line schedule of classes
4.12
87.0%
32.1% (148) [F&S]
4.14
92.9%
67.4% (226) [G&U]
Personal schedule of classes
4.23
93.9%
65.1% (226) [G&U]
Class Roster
3.92
85.2%
38.0% (150) [F&S]
On-line advising
3.87
86.9%
11.4% (146) [F&S]
3.71
84.8%
20.6% (226) [G&U]
Bursar services
3.48
80.1%
8.0% (145) [F&S]
Financial Information System
3.72
86.8%
13.6% (145) [F&S]
Human Resources Information System (payroll, etc.)
3.50
82.2%
12.0% (146) [F&S]
TOPS (the on-line purchasing system)
3.53
74.4%
10.5% (144) [F&S]
Financial Aid Management System
3.77
86.3%
4.9% (146) [F&S]
Bursar Accounts Receivable System
3.62
70.9%
6.6% (146) [F&S]
Information Center (IUIS&FOCUS)
3.70
86.6%
12.8% (144) [F&S]
Financial Systems Reporting Environment
3.20
68.8%
7.6% (144) [F&S]
Servers for Decision Support Systems
2.81
56.8%
2.0% (144) [F&S]


Miscellaneous

13. During 1995-96, UCS has made a major effort to improve our shared computing systems. This Central Systems Retooling Project included as its goals migration from the Academic Information Environment (AIE) to the World Wide Web (WWW) and migration from VMS Mail to Pine on the Shakespeare systems. Please rate your overall satisfaction with this project.

Average score: 3.99 Satisfaction : 94.4% Usage: 73.6% (377)

14. Setting aside your opinion of the goals of this project (the selection of WWW versus the AIE, and Pine versus VMS Mail), please rate your satisfaction with the process by which UCS provided information and assistance to guide your migration to the new systems and services.

Average score: 4.05 Satisfaction : 94.1% Usage: 81.5% (374)

15. This question was a multiple response question that presented a list of fourteen items, and asked the respondent to indicate the three most important improvements that UCS could make to computing services. The items are listed below according to the number of respondents (extrapolated to the IU campus as a whole) indicating that a particular item was one of the three most important areas of improvement.

Item
Percentage of IU community
indicating item as an important
area of improvement
More computers in public computing facilities
68.9%
Increased availability of dial-in modems (fewer busy signals)
50.8%
More and/or different software in public computing facilities
21.5%
More computing support staff in your department
21.1%
More support for departments providing information on UCS WWW servers
19.5%
More and/or faster Unix computers used for research and instruction
18.8%
Other [details specified by user]
12.5%
Tools for backing up your personal computer or workstation over the network
11.3%
More summary documentation about shared academic systems
10.5%
More classes on what shared academic systems can do for you
9.4%
More classes on how to use shared academic systems
7.7%
More and/or different software on Unix computers for research & instruction
5.4%
A central data archiving and retrieval service for storing large data sets
3.6%
More in-depth documentation about shared computers
3.3%


- Summary prepared by Craig Stewart and John Daniels