1997 UCS User Survey Summary

METHODOLOGY

The UCS User Survey is administered each year by the IU Center for Survey Research. Surveys were sent to 2000 randomly selected people at Indiana University, Bloomington (400 faculty, 400 staff, 400 graduate students, and 800 undergraduate 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 (unweighted number of respondents, labeled "Responses").

Unless there is an indication to the contrary, the results shown are extrapolated to estimate the average response of the entire IU Bloomington 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, S for Staff, G for graduate students, and U for undergraduate students. In some cases, the scores are for groups of subpopulations, indicated for example by [G&U] for services used by graduate and undergraduate 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).

1. Overall, how satisfied are you with the services offered by University Computing Services (UCS) during the past year (e.g. public computing facilities, electronic mail, research computers, library online catalog, campus network, telephone consulting at 855-6789, World Wide Web, IUIS, Focus, Decision Support Services)?

2. Overall, how important are UCS systems and services to your work or study?

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

4. How would you rate your computer expertise?

5. Do you have a computer in your home (desktop computer or a laptop that you use from home)?

a. If you have a computer at home, what type of computer is it?

b. If you have a computer at home, does your computer have a modem?

c. If you use a modem to access the IU computing systems, please indicate the service you call.

d. From the above, please indicate which service you use most often (specify 1-5):

6. Where do you live (please circle one)?

a. If you live in a Residence Hall, does your computer have an Ethernet card?

7. UCS supports a variety of electronic mail systems to send messages (e-mail) to others at IU and at other institutions worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate Responses.

8. Which e-mail system, from those listed above, do you use most often (please circle one)?

9. Overall, how satisfied are you with the electronic mail systems available at IU?

10. UCS provides a wide 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 satisfaction by circling the appropriate Responses.

	Average	Satisfaction	Usage	Responses
Telephone consulting (UCS Support Center, 855-6789)	3.51 ±.08	81.4% ±.7%	42.5%	832
Walk-in consulting at UCS Support Center (IMU M084 disk recovery, account services, how-to guides)	3.99 ±.07	93.1% ±.8%	44.8%	813
Online consulting resources (UCS Help Online, UCS Knowledge Base)	3.62 ±.06	87.1% ±.3%	31.3%	814
Online sign-up system for accounts on UCS computers (telnet to "Account," account.ucs.indiana.edu, Account Services section of UCS Help Online)	4.07 ±.06	94.4% ±.6%	43.6%	815
UCS publications on paper (how-to guides, folios, contributed papers)	3.73 ±.06	90.0% ±.1%	33.7%	816
UCS publications on line (how-to guides, folios via WWW, UCS Times Online, UCS Monitor)	3.78 ±.06	93.1% ±.8%	35.7%	820
UCS Education Program (General Education for faculty, staff, students, and the public; JumpStarts for students)	3.89 ±.06	92.9% ±.8%	32.4%	819
Software distribution via SoftServe	3.81 ±.07	87.4% ±.3%	30.4%	817
IUWare CD ROM	3.91 ±.08	87.0% ±.4%	17.3%	811

11. Overall, how satisfied are you with the user support services available at IU?

12. UCS provides a wide range of support and services directly to academic departments. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate Responses.

	Average	Satisfaction	Usage	Responses
UCS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities)	3.76 ±.12	83.0% ±.3%	28.1% [F&S]	310
Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS)	3.99 ±.09	97.0% ±.1%	15.2% [F&S]	303
Consulting support for departmental and research databases and spreadsheets (Data Management Services, 855-4960)	3.88 ±.11	91.0% ±.4%	17.3% [F&S]	303
Local area network support (LAN lab)	3.63 ±.14	81.4% ±.5%	19.3% [F&S]	303
Education/Certification Classes for departmental computing support staff (EdCert)	4.01 ±.11	93.0% ±.0%	17.9% [F&S]	304

13. Overall, how satisfied are you with departmental support services available at IU?

14. UCS maintains a large number of computer facilities and services specifically designated for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate Responses.

		Average	Satisfaction	Usage	Responses
Public Computing Facilities hardware (computers, printers, etc.)		3.68 ±.06	90.2% ±.1%	89.7%	795
Public Computing Facilities software		3.91 ±.06	94.2% ±.7%	79.4%	792
Public Computing Facilities consulting overall		3.73 ±.06	92.0% ±.0%	76.8%	765
	Knowledge and ability of Public Computing Facilities consultants	3.65 ±.07	87.6% ±.4%	75.1%	782
	Courtesy and helpfulness of Public Computing Facilities consultants	3.69 ±.07	87.9% ±.3%	76.5%	779
Public Computing Facilities overall		3.79 ±.06	94.7% ±.6%	87.8%	788
Infostations (public computers for brief, stand-up e-mail sessions)		3.78 ±.07	87.8% ±.3%	78.4%	788
IUB Lockers (Argon, Neon, Krypton, Xenon, Kodiak, Panda)		3.87 ±.07	89.5% ±.2%	40.4%	789
Central instructional and general purpose systems (Copper, Zinc, EZinfo)		3.84 ±.06	91.3% ±.0%	43.7%	787
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307)		4.42 ±.12	100.0% ±4%	19.2% [F]	125

15. Overall, how satisfied are you with instructional and student computing services available at IU?

16. Alone, or in partnership with other campus units, UCS provides facilities and services in support of research. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate Responses.

	Average	Satisfaction	Usage	Responses
Central research systems (STARRS, Chrome, Cobalt)	4.03 ±.07	100.0% ±2%	7.5% [F&G]	333
High performance computers (supercomputers - IBM SP, Intel Paragon)	4.16 ±.07	95.7% ±.3%	2.1% [F&G]	334
Unix Workstation Support Group (UWSG, 618 E. Third St., 855-2627)	3.60 ±.14	83.8% ±.1%	3.2% [F&G]	335
Center for Innovative Computer Applications (CICA)	3.73 ±.09	86.7% ±.8%	3.9% [F&G]	335
LETRS (Library Electronic Text Resource Service)	4.02 ±.08	97.1% ±.9%	17.5% [F&G]	338
Center for Statistical and Mathematical Computing (statmath, 855-4724; Note: The statistics consulting service [statcons] is covered later.)	4.06 ±.09	96.6% ±.1%	12.6% [F&G]	334
Consulting support for GIS in research (Data Management Service, 855-4960)	3.52 ±.06	95.2% ±.5%	1.8% [F&G]	329

17. Overall, how satisfied are you with the research computing services available at IU?

18. UCS 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 circling the appropriate Responses.

		Average	Satisfaction	Usage	Responses
Library online catalog (IO)		3.87 ±.06	92.3% ±.8%	77.1%	836
Financial Information System (FIS) overall		3.73 ±.10	90.4% ±.5%	27.4% [F&S]	305
	FIS software functionality	3.57 ±.11	85.6% ±.2%	26.6% [F&S]	291
	Reliability and availability FIS	3.74 ±.10	91.3% ±.4%	27.4% [F&S]	290
Online Purchasing System (TOPS) overall		3.75 ±.12	86.2% ±.0%	21.5% [F&S]	304
	TOPS software functionality	3.64 ±.13	81.6% ±.6%	22.1% [F&S]	287
	Reliability and availability of TOPS	4.01 ±.10	97.0% ±.1%	21.8% [F&S]	286
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers)		3.87 ±.14	91.7% ±.4%	13.8% [S]	174
Decision Support Software (IUDSS)		3.93 ±.12	100% ±3%	8.7% [S]	173
Safeword Cards		3.46 ±.18	78.4% ±.4%	55.1% [S]	176
Online add/drop authorization		3.72 ±.20	88.9% ±.7%	13.3% [F]	135
Financial Aid (information available through the automated telephone Responses system)		3.28 ±.09	78.2% ±.7%	20.6% [G&U]	509
Online schedule of classes		4.11 ±.07	92.5% ±.1%	75.8% [F,G&U]	649
Personal schedule of classes		4.10 ±.08	93.1% ±.3%	74.9% [G&U]	510
Online class roster		3.77 ±.18	90.0% ±.3%	63.8% [F]	141
Online student advising		3.65 ±.09	80.3% ±.1%	31.7% [F,G&U]	639
Bursar bill payment through the automated telephone payment system		4.07 ±.11	87.7% ±.9%	35.6% [G&U]	508
Registration and Drop/Add		3.80 ±.10	83.7% ±.3%	78.5% [G&U]	508
Printing from University Information System to central printers at IUPUI printing services		3.79 ±.16	89.5% ±.9%	11.2% [S]	170
Printing from University Information System to local/departmental printers		3.97 ±.15	93.1% ±.1%	33.5% [S]	173

19. Overall, how satisfied are you with the administrative support services available at IU?

20. UCS supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate Responses.

	Average	Satisfaction	Usage	Responses
IU World Wide Web servers (www.indiana.edu)	4.27 ±.05	98.0% ±.0%	96.4%	847
Web browsing software	4.20 ±.06	96.2% ±.4%	84.7%	835
Personal World Wide Web home pages on EZinfo	4.10 ±.06	94.4% ±.6%	52.2%	823
Usenet news groups	3.83 ±.07	89.2% ±.2%	33.0%	821

21. Overall, how satisfied are you with network-based information services?

22. UCS provides campus networking and dial-in modem services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate Responses.

	Average	Satisfaction	Usage	Responses
Standard dial-in modem services (terminal services, 855-4211)	3.58 ±.07	85.5% ±.5%	49.7%	793
Extended dial-in modem services (PPP, etc., 855-9222)	2.93 ±.09	62.1% ±.4%	32.3%	790
Reliability of office or laboratory direct network connection (Ethernet data jack)	4.38 ±.09	97.0% ±.1%	56.8% [F&S]	304
Speed of office or laboratory direct network connection (Ethernet data jack)	4.16 ±.11	93.7% ±.9%	57.3% [F&S]	304

23. Overall, how satisfied are you with the network services available at IU?

24. During 1996-1997, UCS continued a major effort to improve shared computing systems. This Central Systems Retooling Project included migration from VMS Mail to Pine on the Shakespeare systems, phasing out of Silver and Nickel, downsizing the VMS cluster, and significant upgrades to Zinc, Cobalt and EZinfo. Overall, how satisfied are you with these changes?

25. To what extent has the computing and network environment at IU been helpful to you in your teaching activities?

26. To what extent has the computing environment at IU been helpful to you in your research activities?

1. To what extent has the computing and network environment helped your learning experience at IU?

28. Please state your level of agreement with the following statement: The computing and network environment were important factors contributing to my decision to attend IU.

29. Departments other than UCS offer computing services that are important to the functioning of the IUB computing environment. If you use such facilities and services, please indicate your satisfaction by circling the appropriate Responses.

		Average	Satisfaction	Usage	Responses
Computing support personnel employed by your department		3.95 ±.13	86.8% ±.8%	82.6% [F&S]	326
Computer repairs by IU Electronics		3.94 ±.12	87.9% ±.8%	38.5% [F&S]	313
Statistical Consulting Service (statcons@indiana.edu, 618 E. 3rd)		3.85 ±.13	87.9% ±.6%	9.0% [F&G]	346
Halls of Residence network connection		3.39 ±.11	78.6% ±.7%	48.1% [G&U]	499
Advanced technology classrooms overall (e.g. Ballantine 013, 109, Fine Arts 102, Geology 120, etc.)		3.97 ±.16	89.5% ±.6%	28.6% [F]	133
	Functionality of advanced technology classrooms for facilitating teaching	3.78 ±.21	82.5% ±.9%	30.3% [F]	132
	Access to advanced technology classrooms for teaching	3.20 ±.24	63.6% ±.6%	33.1% [F]	133

30. Please indicate the most important improvements UCS can make to IU user support. Please circle no more than THREE.

31. Please indicate the most important improvements UCS can make to the IU student and instructional computing environment. Please circle no more than THREE.

32. Please indicate the most important improvements UCS can make to the IU research computing environment. Please circle no more than THREE.

33. Please indicate the most important improvements UCS can make to the IU network computing environment. Please circle no more than THREE.

34. Please indicate the most important improvements UCS can make to the IU information systems environment (Infocenter/Decision Support). Please circle no more than THREE.