1998 UITS IUB User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

METHODOLOGY

The UITS 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 (raw number of respondents who did not leave a given item blank, labeled "Responses").

Unless indicated otherwise, the results shown are weighted 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).


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.
Average Satisfaction % Usage % Response
Campus Switchboard (855-4848 or 0) 4.33 0.05 97.9 1.0% 69.6 911
Printed telephone directories 4.08 0.06 94.6 1.5% 85.6 914
Campus housing telephone service (dial tone, repair) 3.88 0.09 90.1 2.7% 44.3 510 [U&G]
Campus housing long distance service 3.68 0.10 83.1 3.3% 48.0 511 [U&G]
Campus housing voice mail services (855-0800) 4.17 0.08 95.2 1.9% 50.1 511 [U&G]
Campus housing optional telephone features 4.01 0.08 90.9 2.6% 27.0 509 [U&G]
Campus housing monthly invoice format 4.02 0.08 95.0 2.0% 37.5 507 [U&G]
Customer services 3.88 0.08 95.2 1.9% 42.0 509 [U&G]
Campus housing optional telephone features and packages 3.99 0.09 88.7 2.8% 23.2 508 [U&G]
Campus office telephone service 4.20 0.08 96.3 2.0% 72.9 399 [F&S]
Campus office telephone repair services 4.25 0.09 96.1 2.0% 50.6 400 [F&S]
Installation of campus office data jacks and telephones 4.07 0.10 92.7 2.7% 58.6 399 [F&S]
Campus office telephone equipment (single line sets, business sets, etc.) 4.02 0.10 92.5 2.7% 74.6 399 [F&S]
Campus office long distance service 4.20 0.09 95.1 2.2% 81.3 403 [F&S]
Campus office voice mail services (855-0800) 4.14 0.09 93.7 2.5% 63.3 403 [F&S]
Optional telephone features and packages 3.94 0.10 91.0 2.9% 45.4 400 [F&S]
Cellular telephone services 3.92 0.10 91.7 2.8% 13.9 405 [F&S]
Pager services 4.23 0.09 93.1 2.6% 15.2 403 [F&S]
Campus office monthly invoice format 3.89 0.09 93.7 2.5% 27.6 399 [F&S]
Customer services and consulting 4.05 0.09 96.0 2.0% 37.4 402 [F&S]
Teleconference service provide by Campus Switchboard 4.33 0.08 94.6 2.3% 19.0 401 [F&S]

2. On a weekly basis, how often do you call the Bloomington Campus Switchboard (855-4848 or 0 [1=very infrequently, 5=very frequently])?

Average: 1.86 0.07 Frequency: 24.7 2.8%
Usage %:
79.2
Responses:
921

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)?

Average: 3.89 0.05 Satisfaction: 94.3 1.5%
Usage %:
75.4
Responses:
920

4. Do you use computers?

Yes: 97.2%


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)?

Average:
3.92 0.05
Satisfaction:
94.9 1.5%
Usage %:
99.2
Responses:
881

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

Average:
4.40 0.06
Satisfaction:
95.1 1.5%
Usage %:
99.1
Responses:
884

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

16.67 hours

8. How would you rate your computer expertise?

Expertise (1=novice, 5=expert) 3.19

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

Yes 76.6%

9a. If you have a computer in your Bloomington residence, what type of computer is it?
Percentage circled Responses
IBM-compatible computer 83.6 561
Apple Macintosh or compatible 14.7 145
Unix workstation (including PCs running LINUX) 1.8 10

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

Yes 84.3%

9c. If you use a modem to access the IU computing systems, please indicate the service you call. Please circle all that apply.
Percentage circled Responses
UITS standard modem pool (855-4211) 31.9 317
UITS extended modem pool (855-9222) 28.2 331
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.) 11.5 96
Departmental modem pool or modem attached to office/laboratory workstation 3.1 59
Other (please specify): 5.9 45

9d. From the above, please indicate which service you use most often (specify 1 to 5):
Percentage selected Responses
UITS standard modem pool (855-4211) 41.5 185
UITS extended modem pool (855-9222) 35.0 198
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.) 12.2 52
Departmental modem pool or modem attached to office/laboratory workstation 2.9 31
Other (please specify): 8.5 26

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

Residence Hall: 39.6% Off-campus (apartment, house): 60.4%

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

Yes 88.9%

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.

 
Average Satisfaction % Usage % Response
Pine (the mailer on the Shakespeare computers) 3.94 0.07 90.5 2.0% 97.6 836
Elm (or other Unix-based mail on UITS computers) 3.51 0.09 82.2 3.0% 7.4 655
Eudora 4.10 0.09 87.8 2.5% 8.4 676
Groupwise 3.78 0.15 78.4 5.2% 30.1 260[G,F&S]
Microsoft Exchange 3.75 0.11 85.0 3.5% 21.0 421[G,F&S]

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

Undergrads Graduates Staff Faculty
Pine 93.0% 84.8% 49.0% 55.2%
Elm 0.0% 1.5% 0.0% 2.4%
Eudora 1.7% 3.4% 3.4% 18.2%
Groupwise n/a 0.0% 14.7% 4.6%
Microsoft Exchange n/a 0.5% 19.6% 6.0%
Other 5.3% 9.8% 11.3% 8.9%

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

Average:
3.82 0.05
Satisfaction:
95.6 1.4%
Usage %:
50.7
Responses:
879

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

Average:
4.05 0.06
Satisfaction:
95.0 1.5%
Usage %:
99.2
Responses:
883

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.
Average Satisfaction % Usage % Response
Telephone consulting (UITS Support Center, 855-6789) 3.64 0.07 85.7 2.4% 41.7 860
Walk-in consulting at UITS Support Center (IMU M084 disk recovery, account services, how-to guides) 3.88 0.06 92.0 1.9% 36.7 857
Online consulting resources (Knowledge Base, Computing Help Online ) 3.72 0.07 86.3 2.3% 33.7 860
Online account creation process for central UITS computers (http://account.ucs.indiana.edu, Account Services section of Computing Help Online) 3.93 0.06 93.1 1.7% 35.9 858
UITS publications on paper (how-to guides, contributed papers) 3.65 0.06 92.0 1.9% 33.7 855
UITS publications online (how-to guides via Web, Times Online, Monitor) 3.61 0.06 89.2 2.1% 38.1 860
Availability of information concerning UITS computers and services 3.70 0.06 90.1 2.0% 57.5 858
UITS Education Program (General Education for faculty, staff, students, and the public; JumpStarts for students) 3.88 0.06 93.8 1.7% 28.6 855
Getting software via SoftServe 3.47 0.08 81.9 2.6% 26.5 852
IUWare CD-ROM 3.92 0.07 92.3 1.8% 29.2 854

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

Average:
3.74 0.05
Satisfaction:
94.3 1.6%
Usage %:
81.6
Responses:
871

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.
Average Satisfaction % Usage % Response
UITS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) 3.74 0.11 88.9 3.4% 20.4 348[F&S]
Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS) 3.98 0.10 93.1 2.8% 15.4 348[F&S]
Consulting support for departmental and research databases and spreadsheets (Data Management Services, dms@indiana.edu) 3.87 0.13 89.4 3.4% 10.0 349[F&S]
Local area network support (LAN lab) 3.81 0.11 88.6 3.5% 20.1 349[F&S]
Education/Certification Classes for departmental computing support staff (EdCert) 4.07 0.12 88.2 3.5% 13.8 346[F&S]

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

Average:
3.84 0.10
Satisfaction:
90.8 3.2%
Usage %:
42.8
Responses:
353[F&S]

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).
Average Satisfaction % Usage % Response
Student Technology Centers hardware (computers, printers, etc.) 3.79 0.06 93.1 1.8% 82.0 841
Student Technology Centers software 4.01 0.05 96.6 1.3% 65.9 838
Student Technology Centers consulting overall 3.66 0.06 91.1 2.0% 65.9 826
Knowledge and ability of Student Technology Centers consultants 3.71 0.07 90.3 2.1% 66.1 830
Courtesy and helpfulness of Student Technology Centers consultants 3.78 0.06 90.6 2.0% 68.1 835
Student Technology Centers overall 3.81 0.05 95.5 1.4% 77.6 840
Infostations (public computers for brief, stand-up e-mail sessions) 3.91 0.07 92.3 1.8% 77.7 840
IUB Lockers (Neon, Xenon, Kodiak, Panda) 3.70 0.07 85.8 2.4% 50.7 841
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) 4.38 0.14 95.2 3.8% 29.4 143[F]

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

Average:
3.86 0.05
Satisfaction:
96.5 1.3%
Usage %:
84.2
Responses:
845

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.
Average Satisfaction % Usage % Response
Central research computers (STARRS, Chrome, Cobalt) 4.08 0.10 94.2 2.6% 9.2 343[G&F]
High performance computers (supercomputers - IBM SP, SGI Origin 2000) 4.11 0.07 100.0 .1% 7.2 342[G&F]
Central instructional and general purpose computers (Copper, Zinc) 3.84 0.07 95.4 1.7% 22.2 637[U,G&F]
EZinfo 3.93 0.06 95.5 1.7% 40.5 639[U,G&F]
Unix Workstation Support Group (UWSG, 855-2627) 4.11 0.09 91.6 3.1% 8.6 340[G&F]
Center for Innovative Computer Applications (CICA) 3.72 0.09 91.6 3.1% 6.3 342[G&F]
LETRS (Library Electronic Text Resource Service) 4.04 0.08 98.3 1.5% 26.0 341[G&F]
Center for Statistical and Mathematical Computing (statmath@indiana.edu, 855-4724; Note: The statistics consulting service [statcons] is covered later.) 3.91 0.09 97.2 1.9% 9.7 342[G&F]
Consulting support for GIS in research (Data Management Service, dms@indiana.edu) 3.42 0.11 75.1 4.7% 2.2 340[G&F]

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

Average:
3.97 0.06
Satisfaction:
97.5 1.3%
Usage %:
52.9
Responses:
643[U,G&F]

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.
Average Satisfaction % Usage % Response
Library online catalog (IO) overall 3.81 0.06 93.5 1.7% 73.7 858
IO software functionality 3.69 0.06 90.1 2.0% 64.8 849
Reliability and availability of IO 3.76 0.06 92.4 1.8% 67.8 834
Financial Information System (FIS) overall 3.86 0.10 92.1 2.9% 29.7 356[F&S]
FIS software functionality 3.63 0.10 90.4 3.2% 28.3 346[F&S]
Reliability and availability of FIS 3.73 0.10 91.2 3.1% 28.0 344[F&S]
The Online Purchasing System (TOPS) overall 3.78 0.13 82.8 4.0% 26.4 358[F&S]
TOPS software functionality 3.64 0.13 79.8 4.3% 25.0 348[F&S]
Reliability and availability of TOPS 3.93 0.11 90.0 3.3% 26.0 347[F&S]
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers) overall 3.94 0.08 100.0 .1% 18.7 356[F&S]
Data Direct/PDQ software functionality 3.69 0.09 96.5 2.1% 11.9 344[F&S]
Reliability and availability of Data Direct/PDQ 3.73 0.09 94.3 2.6% 11.9 344[F&S]
Decision Support Software (IUDSS) overall 3.50 0.13 90.0 4.4% 5.1 197[S]
IUDSS software functionality 3.60 0.11 100.0 .3% 5.2 194[S]
Reliability and availability of IUDSS 3.40 0.15 80.0 6.0% 5.3 189[S]
Human Resource Information System (HRIS) 3.78 0.10 92.2 2.9% 22.1 359[F&S]
HRIS software functionality 3.75 0.10 89.6 3.4% 21.1 346[F&S]
Reliability and availability of HRIS 3.80 0.10 93.6 2.7% 21.7 342[F&S]
Safeword Cards 3.80 0.17 86.0 5.1% 43.9 196[S]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.40 0.05 98.6 .8% 75.6 852
Online add/drop authorization 4.09 0.10 93.7 2.7% 21.0 352[F&S]
Online schedule of classes 4.33 0.05 96.4 1.3% 77.4 854
Online class roster 4.13 0.10 95.2 2.4% 32.9 352[F&S]
Online student advising (IUCARE) 4.15 0.07 91.5 1.9% 37.1 850
Financial Aid (information available through the automated telephone response system) 4.02 0.10 89.8 2.7% 24.6 502[U&G]
Bursar bill payment through the automated telephone payment system 4.16 0.09 94.0 2.2% 39.0 502[U&G]
Registration and Drop/Add (at Warren Shirey Registration Center, Franklin Hall 101) 3.86 0.10 89.3 2.8% 84.7 504[U&G]
Printing from University Information Systems to central printers at IUPUI printing services 3.86 0.18 86.4 5.1% 11.2 196[S]
Printing from University Information Systems to local/departmental printers 4.16 0.11 98.0 2.2% 25.3 194[S]

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.)?

Average:
4.04 0.07
Satisfaction:
97.1 1.5%
Usage %:
95.8
Responses:
504[U&G]

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

Average:
3.88 0.09
Satisfaction:
93.7 2.6%
Usage %:
45.5
Responses:
364[F&S]

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.)?

Average:
3.96 0.09
Satisfaction:
93.6 2.7%
Usage %:
36.7
Responses:
360[F&S]

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

Average:
3.83 0.09
Satisfaction:
93.3 2.7%
Usage %:
52.6
Responses:
360[F&S]

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.
Average Satisfaction % Usage % Response
Publishing on IU Web servers (www.indiana.edu) 4.08 0.05 96.6 1.3% 48.9 846
Browsing on IU Web servers (www.indiana.edu) 4.20 0.05 97.7 1.1% 82.3 853
Personal Web home pages on EZinfo 4.05 0.06 94.3 1.6% 42.1 846
Usenet news groups 3.87 0.06 92.5 1.8% 24.6 843

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

Average:
4.03 0.05
Satisfaction:
97.5 1.1%
Usage %:
76.4
Responses:
846

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.
Average Satisfaction % Usage % Response
Standard dial-in modem services (terminal services, 855-4211) 3.57 0.08 80.0 2.8% 45.5 826
Extended dial-in modem services (PPP, etc., 855-9222) 2.89 0.08 62.3 3.3% 37.7 839
Reliability of office or laboratory direct network connection (Ethernet data jack) 4.46 0.08 97.4 1.8% 55.4 353[F&S]
Speed of office or laboratory direct network connection (Ethernet data jack) 4.18 0.10 94.3 2.6% 56.1 351[F&S]

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

Average:
3.35 0.08
Satisfaction:
78.4 2.8%
Usage %:
57.2
Responses:
844

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.

Average:
3.54 0.12
Satisfaction:
83.0 3.9%
Usage %:
36.0
Responses:
373[F&S]

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

Yes: 18.7% [F&S]

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

Average:
3.78 0.17
Helpfulness:
88.8 5.1%
Usage %:
86.1
Responses:
166[F]

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

Average:
4.04 0.10
Helpfulness:
93.3 2.7%
Usage %:
89.0
Responses:
371[G&F]

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

Average:
4.14 0.07
Helpfulness:
96.6 1.7%
Usage %:
98.3
Responses:
507[U&G]

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.

Average:
2.07 0.09
Agreement:
33.0 4.2%
Usage %:
91.4
Responses:
508[U&G]

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?

Average:
3.94 0.05
Satisfaction:
97.3 1.1%
Usage %:
98.4
Responses:
877

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.
Average Satisfaction % Usage % Response
Computing support personnel employed by your department 3.83 0.12 85.7 3.7% 72.2 363[F&S]
Computer repairs by IU Electronics 3.97 0.10 92.3 2.9% 46.0 357[F&S]
Statistical Consulting Service (statcons@indiana.edu) 3.65 0.09 88.9 3.4% 7.9 358[G&F]
Halls of Residence network connection 3.82 0.08 89.7 2.4% 41.6 648[U&G]
Computer labs for graduate student use managed by your department (non-UITS computer labs) 3.44 0.17 75.6 6.2% 63.8 199[G]
Advanced technology classrooms overall (e.g., Ballantine 013, 109, Fine Arts 102, Geology 120, etc.) 3.48 0.17 83.3 6.1% 26.4 159[F]
Functionality of advanced technology classrooms for facilitating teaching 3.40 0.18 79.2 6.8% 31.6 152[F]
Access to advanced technology classrooms for teaching 3.02 0.20 68.6 7.7% 33.8 151[F]

IMPROVEMENTS AND SUGGESTIONS

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

Yes: 44.5% (400)

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.

Yes: 3% (27)