1999 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
Responses
Campus Switchboard (855-4848 or 0)
4.36 .05
96.8 1.2%
68.4%
895
Printed telephone directories
4.05 .06
95.8 1.4%
78.3%
891
Campus housing telephone service (dial tone, repair)
4.02 .08
95.1 1.9%
44.9%
514 [U&G]
Campus housing long distance service
3.89 .10
87.1 3.0%
51.8%
521 [U&G]
Campus housing voice mail services (855-0800)
4.28 .08
94.0 2.1%
49.5%
519 [U&G]
Campus housing optional telephone features
4.06 .09
89.8 2.7%
33.0%
518[U&G]
Campus housing monthly invoice format
4.03 .08
94.92.0%
38.2%
518 [U&G]
Customer services
3.96 .08
93.6 2.2%
41.8%
514 [U&G]
Campus office telephone service
4.12 .08
95.9 2.1%
73.8%
369 [F&S]
Campus office telephone repair services
4.14 .09
95.7 2.2%
48.4%
370 [F&S]
Installation of campus office data jacks and telephones
4.04 .10
91.6 2.9%
56.5%
374 [F&S]
Campus office telephone equipment (single line sets, business sets, etc.)
3.95 .10
90.9 3.0%
75.6%
373 [F&S]
Campus office long distance service
4.20 .09
95.3 2.3%
79.9%
374 [F&S]
Campus office voice mail services (855-0800)
4.09 .10
92.5 2.8%
64.9%
375 [F&S]
Optional telephone features and packages
3.88 .06
92.3 1.8%
31.7%
888 [F&S]
Cellular telephone services
3.70 .13
78.5 4.3%
15.7%
373 [F&S]
Pager services
3.99 .10
91.7 2.9%
18.3%
374 [F&S]
Campus office monthly invoice format
3.86 .09
92.4 2.8%
24.2%
370 [F&S]
Customer services and consulting
4.11 .09
93.4 2.7%
37.3%
370 [F&S]
Teleconference service provide by Campus Switchboard
3.95 .10
89.8 3.2%
20.4%
373 [F&S]

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

Average
Frequency
Usage
Responses
1.92 .08
26.2 2.9%
79.6%
908

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
Frequency
Usage
Responses
4.11 .08
97.4 1.7%
87.9%
384[F&S]

4. Do you use computers?

Yes:
96.6%

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 Satisfaction Usage Responses
3.97 .05
95.5 1.4%
98.1%
859

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

Average
Satisfaction
Usage
Responses
4.52 .05
97.8 1.0%
98.4%
865

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

18.1 1.04

hours

8. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.25 .05

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

Yes: 79.8%

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

  Percentage circled Responses
Intel-compatible computer running DOS/Windows 3.x 4.3% 43
Intel-compatible computer running Windows 95 or 98 85.7% 537
Intel-compatible computer running Windows NT 1.9% 25
Apple Macintosh or compatible 8.0% 102
Unix workstation (including microcomputers running LINUX) 0.1% 2

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

Yes 86.4%

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 modem pool (855-4211, 856-5200, etc.) 43.5% 461
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.) 17.1% 148
Departmental modem pool or modem attached to office/laboratory workstation 3.0% 57
Other (please specify): 4.0% 36

9d. From the above, please indicate which service you use most often (specify 1 to 4):

  Percentage selected Responses
UITS modem pool (855-4211, 856-5200, etc.) 70.4% 362
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.) 22.3% 95
Departmental modem pool or modem attached to office/laboratory workstation 1.9% 27
Other (please specify): 5.4% 25

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

Residence Hall Off-campus (apartment, house)
36.6%
63.4%

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

Yes
95.1%

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)
3.70 .08
85.8 2.5%
90.8%
780
Elm (or other Unix-based mail on UITS computers)
3.03 .10
62.2 3.9%
3.4%
597
Eudora
4.14 .08
92.3 2.2%
9.0%
618
Groupwise
3.54 .17
76.9 6.2%
9.9%
196 [F&S]
Microsoft Exchange
4.16 .12
92.5 3.5%
47.8%
249 [F&S]

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

  Undergrads Graduates Staff Faculty
Pine 92.5% 77.7% 31.5% 46.2%
Elm 0.0% 1.6% 0.5% 1.3%
Eudora 3.6% 3.1% 7.0% 16.8%
Groupwise 3.9% n/a 3.5% 3.4%
Microsoft Exchange n/a n./a 54.5% 20.8%
Other n/a 17.6% 3.0% 11.5%

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

Average
Satisfaction
Usage
Responses
3.71 .05
93.7 1.7%
56.3%
862

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

Average
Satisfaction
Usage
Responses
3.90 .06
93.1 1.7%
97.2%
865

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)
3.77 .07
88.0 2.2%
38.8%
845
Walk-in consulting at UITS Support Center (IMU M084 disk recovery, account services, how-to guides)
3.98 .06
92.3 1.8%
35.3%
839
Online consulting resources (Knowledge Base, Computing Help Online )
3.84 .07
90.3 2.0%
38.0%
839
Online account creation process for central UITS computers (http://account.ucs.indiana.edu, Account Services section of Computing Help Online)
3.98 .07
91.5 1.9%
30.4%
834
UITS publications on paper (how-to guides, contributed papers)
3.71 .06
90.2 2.1%
33.8%
837
UITS publications online (how-to guides via Web, Times Online, Monitor)
3.52 .07
88.2 2.2%
37.4%
842
Availability of information concerning UITS computers and services
3.78 .06
93.2 1.7%
58.9%
847
UITS Education Program STEPS & PROSTEPS Classes (STEPS for students only, PROSTEPS for everyone)
3.86 .06
93.7 1.7%
17.6%
837
Getting software via SoftServe/IUWare Online
3.93 .07
91.0 2.0%
35.7%
843
IUWare CD-ROM
4.25 .06
95.1 1.5%
50.2%
842

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

Average
Satisfaction
Usage
Responses
3.89 .05
95.9 1.4%
80.8%
858

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)
3.77 .10
90.4 3.4%
20.8%
320 [F&S]
Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS)
3.71 .12
85.4 4.0%
13.3%
321 [F&S]
Consulting support for departmental and research databases and spreadsheets (Data Management Services, dms@indiana.edu)
3.87 .11
88.8 2.9%
8.2%
495 [G,F&S]
Local area network support (LAN lab)
4.06 .10
92.7 3.0%
13.8%
322 [F&S]
Education/Certification Classes for departmental computing support staff (EdCert)
3.94 .08
92.2 2.5%
8.8%
493 [G,F&S]
Consulting support for GIS in research (Data Management Service, dms@indiana.edu)
3.73 .10
84.6 3.3%
2.9%
495 [G,F&S]

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

Average
Satisfaction
Usage
Responses
3.86 .09
90.1 2.7%
25.4%
508 [G,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: Not all computer laboratories on campus are UITS computer facilities. Please refer to the table at the end of the survey for a list of UITS-owned computer facilities.

 
Average
Satisfaction
Usage
Response
Student Technology Centers hardware (computers, printers, etc.)
3.83 .06
94.4 1.6%
82.1%
806
Student Technology Centers software
4.09 .05
97.4 1.2%
72.6%
803
Student Technology Centers consulting overall
3.69 .06
92.1 1.9%
67.6%
795
Knowledge and ability of Student Technology Centers consultants
3.69 .07
88.9 2.2%
65.8%
803
Courtesy and helpfulness of Student Technology Centers consultants
3.76 .07
89.8 2.1%
65.9%
806
Student Technology Centers overall
3.87 .05
96.1 1.4%
79.7%
808
Infostations (public computers for brief, stand-up e-mail sessions)
4.00 .07
92.1 1.9%
77.4%
807
IUB Lockers (Neon, Xenon, Kodiak, Panda)
3.83 .07
87.6 2.3%
55.2%
812
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307)
4.39 .15
93.5 4.5%
19.7%
138 [F]

20. On average, how many hours a week do you use the Student Technology Centers?

  % 1-5 hours % 6-10 hours % 10-15 hours % 16-20 hours % Over 20 hours % Never
Undergraduates 51.4% 21.7% 12.8% 3.2% 3.5% 7.3%
Graduates 46.9% 16.7% 6.8% 6.3% 6.3% 17.2%
Staff 17.0% 1.2% 0.6% 0.6% 0.0% 80.6%
Faculty 26.3% 2.1% 0.0% 0.8% 0.0% 70.8%

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

Average
Satisfaction
Usage
Responses
3.83 .05
96.9 1.2%
81.3%
824

RESEARCH AND ACADEMIC FACILITIES AND SERVICES

22. 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 (IBM SP, Chrome, Cobalt)
3.82 .11
91.2 3.3%
9.9%
315 [G&F]
High performance computers (supercomputers - SGI Origin 2000, parallel computing on IBM SP)
4.04 .08
91.4 3.3%
5.1%
314 [G&F]
Central instructional and general purpose computers (Steel, Copper, Zinc)
3.67 .07
89.4 2.5%
16.2%
618 [U,G&F]
EZinfo
3.78 .06
95.0 1.8%
35.5%
616 [U,G&F]
Unix Workstation Support Group (UWSG, 855-2627)
3.91 .11
85.9 4.0%
6.8%
313 [G&F]
LETRS (Library Electronic Text Resource Service)
3.94 .11
88.3 3.7%
19.3%
315 [G&F]
Center for Statistical and Mathematical Computing (statmath@indiana.edu, 855-4724; Note: The statistics consulting service [statcons] is covered later.)
4.12 .09
98.8 1.4%
7.5%
312 [G&F]

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

Average
Satisfaction
Usage
Responses
3.84 .06
95.4 1.7%
47.5%
624 [U,G&F]

ADVANCED INFORMATION TECHNOLOGY LABORATORY

24. AITL, along with the WebLab and Center for Innovative Computer Applications (CICA) subunits, evaluate, test, and trial new and cutting-edge information technologies of importance to the four divisions of UITS and to the University as a whole. Overall, how satisfied are you with the services provided by these units.

Average
Satisfaction
Usage
Responses
3.94 .07
96.6 1.7%
5.2%
507 [G,F&S]

UNIVERSITY INFORMATION SERVICES

25. 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
3.88 .06
90.5 2.0%
84.3%
846
IO software functionality
3.76 .07
89.3 2.1%
80.3%
837
Reliability and availability of IO
3.90 .06
91.7 1.9%
81.8%
835
Financial Information System (FIS) overall
3.90 .10
92.4 3.0%
33.6%
325 [F&S]
FIS software functionality
3.78 .11
89.5 3.5%
31.7%
316 [F&S]
Reliability and availability of FIS
3.92 .11
93.3 2.9%
30.8%
314 [F&S]
The Online Purchasing System (TOPS) overall
3.79 .11
90.4 3.3%
28.4%
330 [F&S]
TOPS software functionality
3.70 .11
89.6 3.5%
27.4%
317 [F&S]
Reliability and availability of TOPS
3.91 .11
93.2 2.9%
28.5%
317 [F&S]
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers) overall
4.07 .11
91.5 3.2%
18.4%
320 [F&S]
Data Direct/PDQ software functionality
3.82 .11
89.5 3.5%
14.9%
314 [F&S]
Reliability and availability of Data Direct/PDQ
3.77 .12
87.3 3.8%
15.3%
314 [F&S]
Decision Support Software (IUDSS) overall
3.62 .16
84.6 5.5%
6.3%
183 [S]
IUDSS software functionality
3.55 .17
81.8 5.9%
5.3%
181 [F&S]
Reliability and availability of IUDSS
3.64 .15
92.9 4.0%
6.8%
180 [S]
Human Resource Information System (HRIS)
3.86 .09
94.6 2.6%
26.3%
327 [F&S]
HRIS software functionality
3.71 .11
87.0 3.8%
22.8%
319 [F&S]
Reliability and availability of HRIS
3.87 .10
93.4 2.9%
23.6%
317 [F&S]
Safeword Cards
3.80 .13
84.1 4.2%
37.5%
317 [F&S]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.)
4.48 .05
98.3 .9%
87.5%
823
Online add/drop authorization
4.29 .08
96.2 2.2%
10.3%
325 [F&S]
Online schedule of classes
4.20 .10
92.7 3.0%
24.3%
332 [F&S]
Online class roster
4.18 .11
91.8 3.1%
23.0%
333 [F&S]
Online student advising (IUCARE)
4.15 .07
93.6 2.0%
43.1%
639
Financial Aid (information available through the automated telephone response system)
3.99 .07
92.3 2.0%
28.9%
688 [U&G]
Bursar bill payment through the automated telephone payment system
4.20 .08
94.5 2.1%
45.2%
507 [U&G]
Registration and Drop/Add (at Warren Shirey Registration Center, Franklin Hall 101)
3.89 .10
88.7 2.8%
85.3%
509 [U,G&S]
Printing from University Information Systems to central printers at IUPUI printing services
3.77 .17
80.8 6.0%
12.6%
185 [S]
Printing from University Information Systems to local/departmental printers
4.02 .11
94.3 3.6%
25.6%
183 [S]

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

Average
Satisfaction
Usage
Responses
4.10 .06
98.4 1.2%
97.5%
508 [U&G]

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

Average
Satisfaction
Usage
Responses
3.82 .10
90.2 3.3%
50.0%
348 [F&S]

28. 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
Satisfaction
Usage
Responses
3.98 .10
94.3 2.6%
31.5%
344 [F&S]

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

Average
Satisfaction
Usage
Responses
3.88 .10
92.2 3.0%
52.4%
341 [F&S]

NETWORK-BASED INFORMATION SERVICES

30. 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)
4.06 .06
96.3 1.3%
45.0%
830
Browsing on IU Web servers (www.indiana.edu)
4.20 .05
99.0 .7%
80.1%
839
Personal Web home pages on EZinfo
3.95 .06
94.6 1.6%
37.7%
821
Usenet news groups
3.62 .07
85.6 2.4%
16.8%
821
AltaVista Forums for instruction conferencing
3.85 .07
92.2 1.9%
15.7%
819

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

Average
Satisfaction
Usage
Responses
4.04 .05
98.4 .9%
74.2%
830

NETWORK SERVICES

32. 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
Dial-in modem services (PPP, etc., 856-5200, 855-4211)
3.21 .07
75.1 3.0%
51.7%
825
Reliability of office or laboratory direct network connection (Ethernet data jack)
4.27 .09
94.6 2.6%
52.7%
335 [F&S]
Speed of office or laboratory direct network connection (Ethernet data jack)
4.01 .11
88.4 3.6%
55.1%
336 [F&S]

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

Average
Satisfaction
Usage
Responses
3.64 .07
87.0 2.3%
66.3%
830

MISCELLANEOUS SERVICES

34. Indiana University continues to search for software licensing arrangements which provide a diverse set of software tools to students, faculty, and staff. Such agreements include products from Microsoft, Corel, Norton anti-virus software, and many others. Overall, how satisfied are you with the software tools made available to you as a member of the Indiana University community?

Average
Satisfaction
Usage
Responses
4.33 .05
97.9 1.0%
89.3%
860

35. 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
Satisfaction
Usage
Responses
3.94 .10
93.1 2.8%
57.4%
346 [F&S]

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

Yes: 41.9% [F&S]

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

Average
Helpfulness
Usage
Responses
3.93 .17
90.1 5.1%
77.1%
152 [F]

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

Average
Helpfulness
Usage
Responses
4.21 .08
96.8 2.0%
85.3%
345 [G&[F]

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

Average
Satisfaction
Usage
Responses
4.29 .07
97.9 1.3%
97.3%
511 [U&G]

40. 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
Agreement
Usage
Responses
2.31 .10
40.6 4.3%
93.3%
510 [U&G]

41. 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
Satisfaction
Usage
Responses
4.01 .05
97.0 1.2%
97.2%
856

NON-UITS SERVICES

42. 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
4.01 .12
85.4 3.9%
75.1%
344 [F&S]
Computer repairs by IU Electronics
3.68 .10
82.1 3.4%
26.9%
523 [G,F&S]
Statistical Consulting Service (statcons@indiana.edu)
3.86 .14
82.9 4.2%
6.2%
327 [G&F]
Halls of Residence network connection
3.91 .09
89.5 2.8%
46.4%
489 [U&G]
Halls of Residence computing clusters (hardware & software provided)
3.42 .10
77.5 3.8%
48.6%
487 [U&G]
Halls of Residence user support (telephone, in-cluster & in-room service)
3.42 .11
76.1 3.9%
42.1%
487 [U&G]
Computer labs for graduate student use managed by your department (non-UITS computer labs)
3.69 .17
84.4 5.5%
55.3%
185 [G]
Advanced technology classrooms overall (e.g., Ballantine 013, 109, Fine Arts 102, Geology 120, etc.)
3.86 .17
88.2 5.6%
32.5%
146 [F]
Functionality of advanced technology classrooms for facilitating teaching
3.65 .20
82.4 6.7%
32.5%
140 [F]
Access to advanced technology classrooms for teaching
3.07 .22
66.1 8.2%
35.7%
140 [F]

IMPROVEMENTS AND SUGGESTIONS

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

Yes:
39.3% (362)

44. 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:
3.5% (32)