1998 UITS IUPUI User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

METHODOLOGY

The UITS User Survey is administered by the IUPUI Office of Information Management and Institutional Research. Surveys were sent to 2000 randomly selected people at Indiana University-Purdue University, Indianapolis (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 IUPUI 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.
Mean Satisfaction % Usage% Responses
Campus Switchboard (274-5555 or 0) 3.81 0.07 90.92 2.1% 54.7 784
Printed telephone directories 3.91 0.06 94.12 1.7% 69.3 786
Campus office telephone service 4.15 0.08 97.47 1.7% 79.9 393 [F&S]
Campus office telephone repair services 4.11 0.08 97.57 1.6% 61.5 395 [F&S]
Installation of campus office data jacks and telephones 4.08 0.09 94.89 2.3% 69.5 394 [F&S]
Campus office telephone equipment (single line sets, business sets, etc.) 3.99 0.09 96.00 2.1% 74.6 394 [F&S]
Campus office long distance service 4.25 0.09 96.04 2.1% 89.2 390 [F&S]
Campus office voice mail services (274-6245) 4.19 0.09 95.17 2.2% 89.3 394 [F&S]
Optional telephone features and packages 3.92 0.09 93.75 2.5% 52.4 391 [F&S]
Cellular telephone services 3.93 0.09 95.40 2.2% 11.0 390 [F&S]
Pager services 4.04 0.08 97.22 1.8% 36.7 390 [F&S]
Campus office monthly invoice format 3.82 0.09 93.33 2.6% 26.9 394 [F&S]
Customer services and consulting 4.01 0.08 96.74 1.9% 38.8 394 [F&S]
Teleconference service provided by Campus Switchboard 4.01 0.07 98.24 1.4% 28.3 392 [F&S]
Telecommunications Device for the Deaf (TDD) 3.92 0.08 91.27 2.0% 4.6 783 [F&S]

2. On a weekly basis, how often do you call the Campus Switchboard (274-5555 or 0)?

Average: 1.53 0.07 Frequency: 14.14 2.5% Usage %: 70.0 Responses: 787

3. Overall, how satisfied are you with the services offered by the Telecommunications 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: 3.68 0.06 Satisfaction: 92.65 1.9% Usage %: 72.4 Responses: 790

4. Do you use computers?

Yes: 94.0%


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, computer network, telephone consulting at 274-4357, World Wide Web, IUIS, Decision Support Services)?

Average: 3.90 0.07 Satisfaction: 90.46 2.2%
Usage %:
95.5 Responses: 748

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

Average: 4.24 0.07 Satisfaction: 92.21 2.0% Usage %: 95.9 Responses: 749

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

15.44 hours

8. How would you rate your computer expertise?

Expertise (1=novice, 5=expert) 3.07

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

Yes 83.4%

a. If you have a computer in your residence, what type of computer is it?
Percentage circled Responses
IBM-compatible computer 88.9% 538
Apple Macintosh or compatible 8.2% 77
Unix workstation (including PCs running LINUX) 2.9% 7

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

Yes 91.5%

c. If you use a modem to access the IUPUI computing systems, please indicate the service you call. Please circle all that apply.
Percentage circled Responses
UITS Local modem pool (278-5619) 23.7% 228
UITS World modem pool (278-5620) 19.1% 204
UITS Express modem pool (278-5621) 15.6% 160
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.) 25.5% 202
Departmental modem pool or modem attached to office/laboratory workstation 4.3% 90
Other: 7.1% 78

d. From the above, please indicate which service you use most often (specify 1 to 5):
Percentage selected Responses
UITS Local modem pool (278-5619) 25.2% 96
UITS World modem pool (278-5620) 19.6% 88
UITS Express modem pool (278-5621) 8.2% 36
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.) 42.9% 116
Departmental modem pool or modem attached to office/laboratory workstation 4.0% 29


ELECTRONIC MAIL

10. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at IUPUI and at other institutions worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Mean Satisfaction Usage Responses
Pine (the mailer on the Jewel computers) 3.72 0.10 83.10 3.0% 65.8 643
Elm 3.24 0.13 64.38 4.2% 4.1 515
Eudora 3.99 0.07 93.25 2.2% 21.9 547
Groupwise 3.71 0.08 86.54 2.9% 28.6 570
Microsoft Exchange 3.71 0.11 84.59 3.1% 21.4 542

11. Which e-mail system do you use most often (please circle one)?
Undergrads Graduates Staff Faculty
Pine 70.9% 62.2% 18.0% 25.1%
Elm 0.0% 0.0% 0.0% 0.6%
Eudora 2.7% 7.6% 13.8% 21.7%
Groupwise 3.3% 8.4% 38.1% 28.6%
Microsoft Exchange 8.8% 8.4% 22.8% 11.4%
Other 14.3% 13.4% 7.4% 12.6%

12. How satisfied are you with the central e-mail list server (Listserv)?

Average: 3.65 0.08 Satisfaction: 83.53 2.7% Usage %: 66.8 Responses: 732

13. Overall, how satisfied are you with the electronic mail systems available at IUPUI?

Average: 3.77 0.08 Satisfaction: 84.76 2.6% Usage %: 87.7 Responses: 740


USER SUPPORT SERVICES

14. 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.
Mean Satisfaction Usage Responses
Telephone consulting (UITS Support Center, 274-4357, formerly "Help Desk") 3.83 0.08 88.06 2.4% 55.0 723
Walk-in consulting at UITS Support Center (ET 025, disk recovery, account services, how-to guides) 3.90 0.08 89.71 2.3% 31.7 722
Online consulting resources (Knowledge Base, Computing Help Online) 3.56 0.07 83.87 2.7% 27.1 719
Online account creation process for central UITS computers (http://www.iupui.edu/it/dags) 3.74 0.07 91.01 2.1% 27.7 722
UITS communications and publications on paper (how-to guides, student guide, Quick Docs) 3.68 0.07 87.42 2.5% 32.4 720
UITS communications and publications online (how-to guides via Web, NewbIT, Metro Mail) 3.64 0.07 90.50 2.2% 35.2 719
Availability of information concerning UITS computers and services 3.38 0.08 80.43 2.9% 53.0 723
UITS Education Program (Today's Information Processing Skills, TIPS) 3.46 0.10 84.96 3.9% 18.1 349 [U&G]
Getting software via SoftServe 3.46 0.09 77.57 3.1% 25.1 724
IUPUI SoftPak CD-ROM 4.14 0.08 92.01 2.0% 39.2 722

15. Overall, how satisfied are you with the UITS user support services available at IUPUI?

Average: 3.70 0.06 Satisfaction: 90.28 2.2% Usage %: 74.8 Responses: 726


DEPARTMENTAL SUPPORT

16. 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.
Mean Satisfaction Usage Responses
Computer hardware installation and repair (Repair and Maintenance, formerly Technology Support Services or TSS) 3.49 0.12 78.72 4.4% 53.9 356 [F&S]
Software installation and maintenance (Repair and Maintenance, formerly TSS) 3.49 0.13 76.84 4.5% 42.4 356 [F&S]
Departmental computing support services (PICS server tools/resources, activities in support of departmental computing staff, i.e., CTST) 3.45 0.12 76.26 4.6% 35.5 355 [F&S]
Local area network support 3.48 0.12 80.10 4.3% 46.2 357 [F&S]
Computer-based technical education software for departmental computing support staff (CBTs) 3.25 0.12 75.24 4.6% 19.4 351 [F&S]
Software distribution for departmental computer support staff (via Campus2 server) 3.28 0.12 74.13 4.7% 19.7 351 [F&S]
Online service request and problem tracking system for departmental support staff (Eclipse/Apriori) 3.49 0.13 78.05 4.4% 22.9 353 [F&S]
Contract services on Year 2000 compliance applications (inventory, program conversions, testing, etc.) 3.25 0.13 79.22 4.4% 9.4 351 [F&S]

17. Overall, how satisfied are you with UITS departmental support services available at IUPUI?

Average: 3.51 0.11 Satisfaction: 82.31 4.1% Usage %: 59.6 Responses: 359 [F&S]


INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

18. UITS maintains a 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, were formerly known as the Learning Centers.
Mean Satisfaction Usage Responses
Student Technology Centers hardware (computers, printers, etc.) 3.95 0.06 95.13 1.6% 51.9 703
Student Technology Centers software 4.06 0.06 96.51 1.4% 44.6 700
Student Technology Centers consulting overall 3.72 0.07 89.05 2.4% 46.2 690
Knowledge and ability of Student Technology Centers consultants 3.70 0.08 87.73 2.5% 46.1 696
Courtesy and helpfulness of Student Technology Centers consultants 3.76 0.08 89.76 2.3% 47.2 695
Student Technology Centers overall 3.87 0.06 94.70 1.7% 50.6 696
Bookbag (network storage space) 3.59 0.09 80.67 3.0% 20.9 694
Central instructional and general purpose computers (Nash, Auburn) 3.58 0.07 88.40 2.4% 14.0 694
Delivery of instructional video via Interactive Multimedia Distribution System (IMDS) 3.55 0.19 72.73 7.2% 13.7 161 [F]
Distributed Learning Support (Distance Learning Course Production, A/V production services, needs assessment) 3.56 0.18 84.38 5.9% 19.9 161 [F]
Instructional Technology Resources (classroom A/V equipment consulting, delivery, setup, and maintenance, LCD panels, equipment availability) 3.76 0.15 88.89 5.2% 44.7 161 [F]

19. Overall, how satisfied are you with UITS instructional and student computing services available at IUPUI?

Average: 3.85 0.06 Satisfaction: 93.73 1.9% Usage %: 55.6 Responses: 696


RESEARCH AND ACADEMIC FACILITIES AND SERVICES

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 circling the appropriate response.
Mean Satisfaction Usage Responses
INDYVAX 3.56 0.11 83.01 4.4% 31.6 301 [G&F]
INDYSTAT 3.50 0.12 79.77 4.7% 7.4 298 [G&F]
Bloomington-based research systems (STARRS, Chrome, Zinc, Cobalt, SP) 3.64 0.11 78.45 4.8% 3.0 299 [G&F]
Unix Workstation Support Group (UWSG, 855-2627) 3.61 0.10 87.79 3.9% 3.0 299 [G&F]
Center for Statistical and Mathematical Computing (Located in Bloomington: statmath@indiana.edu, 855-4724) 3.73 0.11 90.84 3.4% 2.0 297 [G&F]

21. Overall, how satisfied are you with the UITS research computing services available at IUPUI?

Average: 3.52 0.11 Satisfaction: 83.64 4.4% Usage %: 29.2 Responses: 295 [G&F]


UNIVERSITY INFORMATION SERVICES

22. 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.
Mean Satisfaction Usage Responses
Library online catalog (IO) overall 3.83 0.06 92.90 1.9% 62.7 722
IO software functionality 3.69 0.07 90.13 2.2% 54.7 716
Reliability and availability of IO 3.75 0.07 90.32 2.2% 54.8 702
Financial Information System (FIS) overall 3.82 0.10 91.66 3.0% 29.5 363 [F&S]
FIS software functionality 3.69 0.11 89.59 3.3% 29.5 356 [F&S]
Reliability and availability of FIS 3.75 0.11 90.32 3.2% 28.9 353 [F&S]
The Online Purchasing System (TOPS) overall 3.36 0.14 71.36 4.8% 17.3 364 [F&S]
TOPS software functionality 3.25 0.15 69.76 4.9% 17.7 356 [F&S]
Reliability and availability of TOPS 3.51 0.13 79.33 4.3% 17.8 354 [F&S]
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers) overall 3.68 0.11 84.08 3.9% 17.6 358 [S]
Data Direct/PDQ software functionality 3.65 0.12 84.80 3.9% 18.6 354 [S]
Reliability and availability of Data Direct/PDQ 3.68 0.11 84.58 3.9% 18.5 352 [S]
Human Resource Information System (HRIS) 4.13 0.13 95.08 3.3% 31.8 192 [F&S]
HRIS software functionality 3.86 0.14 90.91 4.4% 23.3 189 [F&S]
Reliability and availability of HRIS 3.90 0.14 92.68 4.0% 22.4 183 [F&S]
Decision Support Software (IUDSS) overall 3.60 0.16 86.67 5.1% 7.9 189 [S]
IUDSS software functionality 3.73 0.17 86.67 5.1% 8.0 188 [S]
Reliability and availability of IUDSS 3.67 0.17 86.67 5.2% 8.1 185 [S]
Safeword cards 3.42 0.18 75.00 6.4% 50.8 189 [S]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.17 0.07 95.76 1.5% 47.0 711

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

Average: 3.62 0.10 Satisfaction: 89.51 3.3% Usage %: 42.1 Responses: 363 [F&S]

24. Overall, how satisfied are you with the administrative student support systems available at IUPUI (e.g., IO, INSITE, etc.)?

Average: 3.98 0.09 Satisfaction: 95.13 2.3% Usage %: 44.6 Responses: 368 [F&S]

25. Overall, how sa tisfied are you with the administrative support systems available at IUPUI?

Average: 3.81 0.06 Satisfaction: 94.03 1.8% Usage %: 64.0 Responses: 723


NETWORK-BASED INFORMATION SERVICES

26. 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.
Mean Satisfaction Usage Responses
Publishing on IUPUI Web servers (www.iupui.edu) 3.90 0.07 94.03 1.8% 34.5 718
Browsing on IUPUI Web servers (www.iupui.edu) 4.08 0.06 95.48 1.6% 66.8 725
Personal Web home pages (Nash, php.iupui.edu) 3.98 0.08 91.18 2.1% 26.8 720
Usenet news groups 3.55 0.08 82.96 2.8% 20.6 714

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

Average: 3.90 0.06 Satisfaction: 96.8 1.3% Usage %: 67.8 Responses: 714


NETWORK SERVICES

28. 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.
Mean Satisfaction Usage Responses
Dial-in modem services (278-5618, 5620, 5621) 3.19 0.09 70.8 3.4% 47.9 703
Reliability of office or laboratory direct network connection (Ethernet data jack) 3.98 0.11 89.7 3.3% 55.1 352 [F&S]
Speed of office or laboratory direct network connection (Ethernet data jack) 3.85 0.11 88.1 3.5% 56.7 353 [F&S]
Public laptop network data jacks 3.45 0.07 84.0 2.8% 7.3 695

29. Overall, how satisfied are you with the UITS network services available at IUPUI?

Average: 3.57 0.07 Satisfaction: 85.90 2.6% Usage %: 58.2 Responses: 701


MISCELLANEOUS SERVICES

30. During 1997-98, UITS implemented a plan for dedicated servers for e-mail (Jewel), Web pages (including a personal home page server, php.iupui.edu), and general computing (Auburn). How satisfied are you with the information and support provided to help users change to these new servers?

Average: 3.64 0.08 Satisfaction: 83.23 2.7% Usage %: 63.1 Responses: 735

31. During 1997-98, UITS made several changes to enhance computer security on campus including the creation of the University Computer Security Office, testing user passwords and where necessary requiring users to create a more secure password, scanning university and department servers and workstations for known security vulnerabilities, and regularly notifying users of the latest changes in security enhancement. Overall, how satisfied are you with the security measures implemented by UITS?

Average: 3.94 0.07 Satisfaction: 93.8 1.8% Usage %: 64.9 Responses: 732

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: 3.51 0.11 Satisfaction: 81.8 4.0% Usage %: 26.4 Responses: 375 [F&S]

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

Yes 59%

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

Average: 3.52 0.17 Helpfulness: 81.9 5.9% Usage %: 83.7 Responses: 178 [F]

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

Average: 3.77 0.11 Helpfulness: 86.7 3.9% Usage %: 75.0 Responses: 320 [G&F]

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

Average: 4.07 0.09 Helpfulness: 93.7 2.6% Usage %: 87.6 Responses: 362 [U&G]

37. Please state your level of agreement with the following statement: The computing and network environment was an important factor in my decision to attend IUPUI.

Average: 2.19 0.12 Agreement: 39.8 5.2% Usage %: 84.8 Responses: 361 [U&G]

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

Average: 3.79 0.06 Satisfaction: 94.3 1.7% Usage %: 92.0 Responses: 728


NON-UITS SERVICES

39. Departments other than UITS offer computing services that are important to the functioning of the IUPUI computing environment. If you use such facilities and services, please indicate your satisfaction by circling the appropriate response.
Mean Satisfaction Usage Responses
Computing support personnel employed by your department 3.83 0.16 84.8 3.9% 66.5 346 [F&S]
Statistical Consulting Service (Located in Bloomington, statcons@indiana.edu) 3.57 0.10 94.2 2.8% 3.4 297 [G&F]
INDYCAT (Web-based library catalog) 3.77 0.07 91.9 2.1% 51.1 687
Center for Teaching and Learning 3.92 0.15 92.1 4.5% 54.9 162 [F]


IMPROVEMENTS AND SUGGESTIONS

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

Yes n/a

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 38