UITS USER SATISFACTION SURVEY

MASTER 1998

Instructions:

University Information Technology Services (UITS) was formed in 1997 from the consolidation and reorganization of University Computing Services (UCS), Bloomington Campus Telecommunications Services, and Integrated Technologies on the Indianapolis campus. UITS is conducting this survey to determine the level of satisfaction with our services and to learn more about the information technology habits and needs of faculty, students, and staff at IU.

Please fill out each question as completely as possible by circling your choice (or choices) 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. If you are not familiar enough with a particular service to make an evaluation, please circle 7 for "cannot evaluate" this service. If you have no knowledge of the service in question, please circle 8 for "never heard of service" rather than not answering the question.

The first page of the survey addresses telecommunications services offered by UITS, and the remainder of the survey addresses UITS computer and computer networking services. If you do not use computers, please complete only the first page of this document and return it in the enclosed envelope.

UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY BLOOMINGTON - MASTER 1998

TELECOMMUNICATION SERVICES

1. The Telecommunications Division of UITS provides a wide range of telephone services to faculty, student, and staff customers. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Campus Switchboard (855-4848 or 0) 1 2 3 4 5 7 8
Printed telephone directories 1 2 3 4 5 7 8
Campus housing telephone service (dial tone, repair) 1 2 3 4 5 7 8
Campus housing long distance service 1 2 3 4 5 7 8
Campus housing voice mail services (855-0800) 1 2 3 4 5 7 8
Campus housing optional telephone features 1 2 3 4 5 7 8
Campus housing monthly invoice format 1 2 3 4 5 7 8
Customer services 1 2 3 4 5 7 8
Campus office telephone service 1 2 3 4 5 7 8
Campus office telephone repair services 1 2 3 4 5 7 8
Installation of campus office data jacks and telephones 1 2 3 4 5 7 8
Campus office telephone equipment (single line sets, business sets, etc.) 1 2 3 4 5 7 8
Campus office long distance service 1 2 3 4 5 7 8
Campus office voice mail services (855-0800) 1 2 3 4 5 7 8
Optional telephone features and packages 1 2 3 4 5 7 8
Cellular telephone services 1 2 3 4 5 7 8
Pager services 1 2 3 4 5 7 8
Campus office monthly invoice format 1 2 3 4 5 7 8
Customer services and consulting 1 2 3 4 5 7 8
Teleconference service provide by Campus Switchboard 1 2 3 4 5 7 8

2. On a weekly basis, how often do you call the Bloomington Campus Switchboard (855-4848 or 0)?

Very Infrequently Very Frequently Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

3. Overall, how satisfied are you with the services offered by the Telecommunication Division of UITS during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

4. Do you use computers?

Yes No If answer "No," then you have completed this survey. Please return the survey in the enclosed envelope. If you wish to make written comments, a section is provided on the last page of the survey.

COMPUTING AND COMPUTER NETWORKING

5. 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., public computing facilities, electronic mail, research computers, library online catalog, computer network, telephone consulting at 855-6789, World Wide Web, IUIS, Focus, Decision Support Services)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

6. Overall, how important are UITS systems and services to your work or study?

Not at All Important Very Important Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

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

_______ hours

8. How would you rate your computer expertise?

Novice Expert
1 2 3 4 5

9. Do you have a computer in your Bloomington residence (desktop computer or a laptop that you use at home)?

Yes No (if "No," GO TO Question #11)

9a. If you have a computer in your Bloomington residence, what type of computer is it?

1 IBM-compatible computer
2 Apple Macintosh or compatible
3 Unix workstation (including PCs running LINUX)

9b. If you have a computer in your Bloomington residence, does your computer have a modem?

Yes No Don't know

9c. If you use a modem to access the IU computing systems, please indicate the service you call. Please circle all that apply.

1 UITS standard modem pool (855-4211)
2 UITS extended modem pool (855-9222)
3 Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.)
4 Departmental modem pool or modem attached to office/laboratory workstation
5 Other (please specify): ________________________________________________

9d. From the above, please indicate which service you use most often (specify 1 to 5): ________

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

Residence Hall Off-campus (apartment, house)

10a. If you live in a Residence Hall, does your computer have an Ethernet connection?

Yes No Don't know

ELECTRONIC MAIL

11. UITS 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 response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Pine (the mailer on the Shakespeare computers) 1 2 3 4 5 7 8
Elm (or other Unix-based mail on UITS computers) 1 2 3 4 5 7 8
Eudora 1 2 3 4 5 7 8
Groupwise 1 2 3 4 5 7 8
Microsoft Exchange 1 2 3 4 5 7 8

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

Pine Elm Eudora Groupwise Microsoft Exchange Other (please specify): _________________

13. How satisfied are you with the central e-mail list servers (Majordomo, Listserv)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

USER SUPPORT SERVICES

15. UITS 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 response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Telephone consulting (UITS Support Center, 855-6789) 1 2 3 4 5 7 8
Walk-in consulting at UITS Support Center (IMU M084 disk recovery, account services, how-to guides) 1 2 3 4 5 7 8
Online consulting resources (Knowledge Base, Computing Help Online ) 1 2 3 4 5 7 8
Online account creation process for central UITS computers (http://account.ucs.indiana.edu, Account Services section of Computing Help Online) 1 2 3 4 5 7 8
UITS publications on paper (how-to guides, contributed papers) 1 2 3 4 5 7 8
UITS publications online (how-to guides via Web, Times Online, Monitor) 1 2 3 4 5 7 8
Availability of information concerning UITS computers and services 1 2 3 4 5 7 8
UITS Education Program (General Education for faculty, staff, students, and the public; JumpStarts for students) 1 2 3 4 5 7 8
Getting software via SoftServe 1 2 3 4 5 7 8
IUWare CD-ROM 1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

DEPARTMENTAL SUPPORT

17. UITS 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 response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
UITS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) 1 2 3 4 5 7 8
Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS) 1 2 3 4 5 7 8
Consulting support for departmental and research databases and spreadsheets (Data Management Services, dms@indiana.edu) 1 2 3 4 5 7 8
Local area network support (LAN lab) 1 2 3 4 5 7 8
Education/Certification Classes for departmental computing support staff (EdCert) 1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

19. UITS 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 response. Note: Student Technology Centers, or STC, was formerly known as the Public Computing Facilities (PCF).
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Student Technology Centers hardware (computers, printers, etc.) 1 2 3 4 5 7 8
Student Technology Centers software 1 2 3 4 5 7 8
Student Technology Centers consulting overall 1 2 3 4 5 7 8
Knowledge and ability of Student Technology Centers consultants 1 2 3 4 5 7 8
Courtesy and helpfulness of Student Technology Centers consultants 1 2 3 4 5 7 8
Student Technology Centers overall 1 2 3 4 5 7 8
Infostations (public computers for brief, stand-up e-mail sessions) 1 2 3 4 5 7 8
IUB Lockers (Neon, Xenon, Kodiak, Panda) 1 2 3 4 5 7 8
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) 1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

RESEARCH AND ACADEMIC FACILITIES AND SERVICES

21. 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 circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Central research computers (STARRS, Chrome, Cobalt) 1 2 3 4 5 7 8
High performance computers (supercomputers - IBM SP, SGI Origin 2000) 1 2 3 4 5 7 8
Central instructional and general purpose computers (Copper, Zinc) 1 2 3 4 5 7 8
Center for Statistical and Mathematical Computing (statmath@indiana.edu, 855-4724; Note: The statistics consulting service [statcons] is covered later.) 1 2 3 4 5 7 8
Consulting support for GIS in research (Data Management Service, dms@indiana.edu) 1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

UNIVERSITY INFORMATION SERVICES

23. 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 circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Library online catalog (IO) overall 1 2 3 4 5 7 8
IO software functionality 1 2 3 4 5 7 8
Reliability and availability of IO 1 2 3 4 5 7 8
Financial Information System (FIS) overall 1 2 3 4 5 7 8
FIS software functionality 1 2 3 4 5 7 8
Reliability and availability of FIS 1 2 3 4 5 7 8
The Online Purchasing System (TOPS) overall 1 2 3 4 5 7 8
TOPS software functionality 1 2 3 4 5 7 8
Reliability and availability of TOPS 1 2 3 4 5 7 8
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers) overall 1 2 3 4 5 7 8
Data Direct/PDQ software functionality 1 2 3 4 5 7 8
Reliability and availability of Data Direct/PDQ 1 2 3 4 5 7 8
Decision Support Software (IUDSS) overall 1 2 3 4 5 7 8
IUDSS software functionality 1 2 3 4 5 7 8
Reliability and availability of IUDSS 1 2 3 4 5 7 8
Human Resource Information System (HRIS) 1 2 3 4 5 7 8
HRIS software functionality 1 2 3 4 5 7 8
Reliability and availability of HRIS 1 2 3 4 5 7 8
Safeword Cards 1 2 3 4 5 7 8
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 1 2 3 4 5 7 8
Online add/drop authorization 1 2 3 4 5 7 8
Online schedule of classes 1 2 3 4 5 7 8
Online class roster 1 2 3 4 5 7 8
Online student advising (IUCARE) 1 2 3 4 5 7 8
Financial Aid (information available through the automated telephone response system) 1 2 3 4 5 7 8
Bursar bill payment through the automated telephone payment system 1 2 3 4 5 7 8
Registration and Drop/Add (at Warren Shirey Registration Center, Franklin Hall 101) 1 2 3 4 5 7 8
Printing from University Information Systems to central printers at IUPUI printing services 1 2 3 4 5 7 8
Printing from University Information Systems to local/departmental printers 1 2 3 4 5 7 8

24. Overall, how satisfied are you with student support systems made available by University Information Services at IU (e.g., IO, online schedule of classes, financial aid, registration, add/drop, etc.)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

25. Overall, how satisfied are you with the financial and human resource systems available at IU (e.g., TOPS, FIS, Electronic Payroll, HRIS, etc.)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

26. Overall, how satisfied are you with the administrative student support systems available at IU (e.g., online schedule of classes, financial aid, registration, add/drop, etc.)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

27. Overall, how satisfied are you with the administrative support systems available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

NETWORK-BASED INFORMATION SERVICES

28. UITS 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 response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Publishing on IU Web servers (www.indiana.edu) 1 2 3 4 5 7 8
Browsing on IU Web servers (www.indiana.edu) 1 2 3 4 5 7 8
Personal Web home pages on EZinfo 1 2 3 4 5 7 8
Usenet news groups 1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

NETWORK SERVICES

30. UITS provides campus networking and dial-in modem services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Standard dial-in modem services (terminal services, 855-4211) 1 2 3 4 5 7 8
Extended dial-in modem services (PPP, etc., 855-9222) 1 2 3 4 5 7 8
Reliability of office or laboratory direct network connection (Ethernet data jack) 1 2 3 4 5 7 8
Speed of office or laboratory direct network connection (Ethernet data jack) 1 2 3 4 5 7 8

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

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

MISCELLANEOUS SERVICES

32. The Year 2000 presents a series of potential problems for computer users on campus. Please indicate your satisfaction with UITS efforts to provide information and support concerning the Year 2000 problem.

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

33. Do you feel that your department is ready for dealing with Year 2000 problems?

Yes No Don't know

34. How helpful has the computing and network environment at IU been in your teaching activities?

Not at

All Helpful

Very

Helpful

Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

35. How helpful has the computing and network environment at IU been in your research activities?

Not at

All Helpful

Very

Helpful

Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

36. How helpful has the computing and network environment been in your learning experience at IU?

Not at

All Helpful

Very

Helpful

Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

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

Strongly Disagree Strongly Agree Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

38. Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by University Information Technology Services (UITS) during the past year?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8

NON-UITS SERVICES

39. Departments other than UITS 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 response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Computing support personnel employed by your department 1 2 3 4 5 7 8
Computer repairs by IU Electronics 1 2 3 4 5 7 8
Statistical Consulting Service (statcons@indiana.edu) 1 2 3 4 5 7 8
Halls of Residence network connection 1 2 3 4 5 7 8
Computer labs for graduate student use managed by your department (non-UITS computer labs) 1 2 3 4 5 7 8
Advanced technology classrooms overall (e.g., Ballantine 013, 109, Fine Arts 102, Geology 120, etc.) 1 2 3 4 5 7 8
Functionality of advanced technology classrooms for facilitating teaching 1 2 3 4 5 7 8
Access to advanced technology classrooms for teaching 1 2 3 4 5 7 8

IMPROVEMENTS AND SUGGESTIONS

40. Are there additional comments you would like to make about University Information Technology Services?

41. If you would like a UITS representative to contact you concerning an information technology issue, please check the box below. If you choose to have a representative contact you, your name and address will be provided to UITS, but your survey responses will remain anonymous.

Check here to have UITS contact you.

Thank You for Your Assistance!

Center for Survey Research

1022 East Third Street

Bloomington, Indiana 47405