UITS

USER SATISFACTION SURVEY

MASTER 1999

Instructions:

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 section 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 section of this document and return it in the enclosed envelope.


UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY-PURDUE UNIVERSITY, INDIANAPOLIS - MASTER 1999

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 (274-5555 or 0) 1 2 3 4 5 7 8
Printed telephone directories 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 (274-6245) 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 provided by Campus Switchboard 1 2 3 4 5 7 8
Telecommunications Device for the Deaf (TDD) 1 2 3 4 5 7 8

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

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 you answered "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, computer network, telephone consulting at 274-4357, World Wide Web, IUIS, 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 residence (desktop computer or a laptop that you use at home)?

Yes No (if "No," GO TO Question #10)

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

1 Intel-compatible computer running DOS/Windows 3.x
2 Intel-compatible computer running Windows 95 or 98
3 Intel-compatible computer running Windows NT
4 Apple Macintosh or compatible
5 Unix workstation (including microcomputers running LINUX)

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

Yes No Don't know

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

1 UITS Local modem pool (278-5619)
2 UITS World modem pool (278-5620)
3 UITS Express modem pool (278-5621)
4 Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.)
5 Departmental modem pool or modem attached to office/laboratory workstation
6 Other (please specify): ________________________________________________

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

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.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Pine (the mailer on the Jewel computers) 1 2 3 4 5 7 8
Elm 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/Outlook 1 2 3 4 5 7 8

11. Which e-mail system do you use most often (please circle one)?

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

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

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

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

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

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.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Telephone consulting (UITS Support Center, 274-4357, formerly "Help Desk") 1 2 3 4 5 7 8
Walk-in consulting at UITS Support Center (ET 025, 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://www.iupui.edu/it/dags) 1 2 3 4 5 7 8
UITS communications and publications on paper (how-to guides) 1 2 3 4 5 7 8
UITS communications and publications online (how-to guides via Web, Newsbit) 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 STEPS & PROSTEPS Classes (STEPS for students only, PROSTEPS for faculty & staff) 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

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

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

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.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Computer hardware installation and repair (Repair and Maintenance, formerly Technology Support Services or TSS) 1 2 3 4 5 7 8
Software installation and maintenance (Repair and Maintenance, formerly TSS) 1 2 3 4 5 7 8
Departmental computing support services (PICS server tools/resources, activities in support of departmental computing staff, i.e., CTST) 1 2 3 4 5 7 8
Local area network support 1 2 3 4 5 7 8
Computer-based technical education software for departmental computing support staff (CBTs) 1 2 3 4 5 7 8
Software distribution for departmental computer support staff (via Campus2 server) 1 2 3 4 5 7 8
Online service request and problem tracking system for departmental support staff (Eclipse/Apriori) 1 2 3 4 5 7 8
Contract services on Year 2000 compliance applications (inventory, program conversions, testing, etc.) 1 2 3 4 5 7 8

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

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

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 Learning Centers.
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
Bookbag (network storage space) 1 2 3 4 5 7 8
Central instructional and general purpose computers (Nash, Auburn) 1 2 3 4 5 7 8
Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on Web) 1 2 3 4 5 7 8
Delivery of instructional video via Interactive Multimedia Distribution System (IMDS) 1 2 3 4 5 7 8
Oncourse (Internet-based distributed learning environment) 1 2 3 4 5 7 8
Distributed Learning Support (Distance Learning Course Production, A/V production services, needs assessment) 1 2 3 4 5 7 8
Instructional Technology Resources (classroom A/V equipment consulting, delivery, setup, and maintenance, LCD panels, equipment availability) 1 2 3 4 5 7 8

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

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

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.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
IU's IBM SP 1 2 3 4 5 7 8
Unix Workstation Support Group (UWSG, 855-2627) 1 2 3 4 2 3 4 5 7 8

ADVANCED INFORMATION TECHNOLOGY LABORATORY

22. AITL, along with the WebLab and Center for Innovative Computer Applications (CICA) subunit, 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.

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 (INDYCAT/IUCAT) overall 1 2 3 4 5 7 8
INDYCAT/IUCAT software functionality 1 2 3 4 5 7 8
Reliability and availability of INDYCAT/IUCAT 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
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
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
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

24. Overall, how satisfied are you with student support systems made available by University Information Services at IUPUI (e.g., INDYCAT/IUCAT, INSITE, 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 IUPUI (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 IUPUI (e.g., INDYCAT/IUCAT, INSITE, 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 IUPUI?

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 IUPUI Web servers (www.iupui.edu) 1 2 3 4 5 7 8
Browsing on IUPUI Web servers (www.iupui.edu) 1 2 3 4 5 7 8
Personal Web home pages (Cord, php.iupui.edu) 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
Dial-in modem services (278-5618, 5620, 5621) 1 2 3 4 5 7 8
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 1 2 3 4 5 7 8
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 1 2 3 4 5 7 8
Public laptop network data jacks 1 2 3 4 5 7 8

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

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

MISCELLANEOUS SERVICES

32. 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?

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

33. 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

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

Yes No Don't know

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

Not at

All Helpful

Very

Helpful

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

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

Not at

All Helpful

Very

Helpful

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

38. 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.

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

39. Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by 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

40. 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.
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
Statistical Consulting Service (Located in Bloomington, statcons@indiana.edu) 1 2 3 4 5 7 8
INDYCAT (Web-based library catalog) 1 2 3 4 5 7 8
Center for Teaching and Learning 1 2 3 4 5 7 8

IMPROVEMENTS AND SUGGESTIONS

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






42. 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!