1999 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) 3.82 .07 91.1 1.9% 54.7% 862
Printed telephone directories 3.86 .07 91.0 2.0% 45.2% 859
Campus office telephone service 4.11 .07 97.8 1.6% 78.2% 401 [F&S]
Campus office telephone repair services 4.10 .09 94.8 2.3% 52.5% 401 [F&S]
Installation of campus office data jacks and telephones 4.00 .09 94.0 2.4% 61.7% 403 [F&S]
Campus office telephone equipment (single line sets, business sets, etc.) 3.83 .09 93.2 2.6% 75.6% 404 [F&S]
Campus office long distance service 4.21 .08 95.7 2.1% 86.5% 406 [F&S]
Campus office voice mail services (274-6245) 4.06 .09 93.8 2.5% 87.3% 404 [F&S]
Optional telephone features and packages 3.88 .09 95.4 2.2% 49.2% 400 [F&S]
Cellular telephone services 3.71 .12 83.7 3.7% 13.9% 402 [F&S]
Pager services 3.97 .10 93.0 2.6% 39.3% 402 [F&S]
Campus office monthly invoice format 3.27 .10 82.2 3.9% 24.1% 400 [F&S]
Customer services and consulting 3.89 .09 91.1 2.9% 39.6% 400 [F&S]
Teleconference service provided by Campus Switchboard 3.78 .09 91.8 2.8% 24.1% 402 [F&S]
Telecommunications Device for the Deaf (TDD) 4.03 .07 95.1 1.5% 2.9% 855

2. On a weekly basis, how often do you call the Campus Switchboard (274-5555 or 0) (1=very infrequently, 5=very frequently)?

 Average Frequency Usage Responses
1.46 .06 12.0 2.2% 68.3% 869

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 Satisfaction Usage Responses
3.98.08 96.61.9% 94.4% 407[F&S]

4. Do you use computers?

Yes: 92.9%

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 Satisfaction Usage Responses
4.02 .06 95.4 1.5% 94.8% 801

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

 Average Satisfaction Usage Responses
4.24 .07 91.7 1.9% 96.7% 809

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

17.3 1.15 hours

8. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.11 .06

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

Yes: 81.1%

9a. If you have a computer in your residence, what type of computer is it?
Percentage circled Responses
Intel-compatible computer running DOS/Windows 3.x 8.5% 57
Intel-compatible computer running Windows 95 or 98 81.9% 519
Intel-compatible computer running Windows NT 2.9% 25
Apple Macintosh or compatible 6.6% 71
Unix workstation (including microcomputers running LINUX) 0.0% 0
 

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

Yes 91.8%
 

9c. 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) 19.9% 202
UITS World modem pool (278-5620) 16.3% 200
UITS Express modem pool (278-5621) 13.2% 151
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.) 31.4% 217
Departmental modem pool or modem attached to office/laboratory workstation 5.9% 63

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

Percentage circled Responses
UITS Local modem pool (278-5619) 6.8% 67
UITS World modem pool (278-5620) 8.4% 87
UITS Express modem pool (278-5621) 2.6% 33
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.) 17.8% 124
Departmental modem pool or modem attached to office/laboratory workstation 2.9% 31

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) 3.65 .10 78.9 3.1% 71.9% 672
Elm 3.04 .10 67.5 4.0% 3.0% 533
Eudora 3.85 .09 91.0 2.5% 9.2% 559
Groupwise 3.69 .08 89.8 2.6% 7.8% 559
Microsoft Exchange/Outlook 4.17 .07 94.5 1.8% 31.3% 653

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

Undergrads Graduates Staff Faculty
Pine 70.0% 50.0% 8.3% 20.8%
Elm 4.4% 4.1% 8.3% 12.3%
Eudora 2.0% 2.8% 5.6% 11.0%
Groupwise 18.2% 22.6% 75.0% 46.0%
Microsoft Exchange 5.4% 20.5% 2.8% 9.8%

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

 Average Satisfaction Usage Responses
3.80 .07 88.7 2.2% 64.3% 799

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

 Average Satisfaction Usage Responses
3.76 .08 85.2 2.5% 81.5% 804

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") 3.89 .08 89.2 2.2% 45.6% 790
Walk-in consulting at UITS Support Center (ET 025, disk recovery, account services, how-to guides) 4.13 .06 95.1 1.6% 40.4% 786
Online consulting resources (Knowledge Base, Computing Help Online) 3.80 .07 91.1 2.0% 20.9% 783
Online account creation process for central UITS computers (http://www.iupui.edu/it/dags) 3.74 .07 88.6 2.3% 23.8% 782
UITS communications and publications on paper (how-to guides) 3.66 .07 87.8 2.3% 22.8% 779
UITS communications and publications online (how-to guides via Web, Newsbit) 3.71 .07 90.2 2.1% 21.5% 781
Availability of information concerning UITS computers and services 3.50 .08 82.4 2.7% 39.6% 778
UITS Education Program STEPS & PROSTEPS Classes (STEPS for students only, PROSTEPS for faculty & staff) 4.10 .09 99.0 1.1% 11.2% 402
Getting software via SoftServe 3.84 .08 87.5 2.4% 20.9% 779
IUWare CD-ROM 3.92 .08 86.0 2.5% 37.5% 786

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

 Average Satisfaction Usage Responses
3.83 .06 93.3 1.8% 72.1% 793

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) 3.73 .12 87.0 3.6% 50.0% 366 [F&S]
Software installation and maintenance (Repair and Maintenance, formerly TSS) 3.65 .12 86.0 3.7% 45.1% 363 [F&S]
Departmental computing support services (PICS server tools/resources, activities in support of departmental computing staff, i.e., CTST) 3.70 .12 85.0 3.8% 37.9% 366 [F&S]
Local area network support 3.58 .12 80.4 4.2% 45.9% 365 [F&S]
Computer-based technical education software for departmental computing support staff (CBTs) 3.52 .13 75.8 4.5% 15.0% 361 [F&S]
Software distribution for departmental computer support staff (via Campus2 server) 3.73 .12 84.8 3.8% 16.3% 364 [F&S]
Online service request and problem tracking system for departmental support staff (Eclipse/Apriori) 3.81 .12 86.8 3.6% 18.9% 363 [F&S]
Contract services on Year 2000 compliance applications (inventory, program conversions, testing, etc.) 3.63 .11 88.3 3.4% 14.1% 363 [F&S]

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

 Average Satisfaction Usage Responses
3.55 .11 83.8 3.9% 59.5% 361 [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 Learning Centers.
Mean Satisfaction % Usage% Responses
Student Technology Centers hardware (computers, printers, etc.) 4.06 .06 95.1 1.6% 72.5% 751
Student Technology Centers software 4.10 .06 96.5 1.4% 61.6% 743
Student Technology Centers consulting overall 3.86 .07 93.3 1.9% 62.5% 735
Knowledge and ability of Student Technology Centers consultants 3.90 .07 91.2 2.1% 63.6% 735
Courtesy and helpfulness of Student Technology Centers consultants 3.87 .07 91.0 2.1% 65.1% 737
Student Technology Centers overall 4.01 .05 97.2 1.2% 71.3% 748
Bookbag (network storage space) 3.86 .07 89.8 2.2% 22.1% 737
Central instructional and general purpose computers (Nash, Auburn) 3.92 .06 96.9 1.3% 11.7% 736
Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on Web) 3.90 .09 88.4 2.8% 17.4% 551 [U,G&F]
Delivery of instructional video via Interactive Multimedia Distribution System (IMDS) 4.18 .14 100 .3% 7.5% 146 [F]
Oncourse (Internet-based distributed learning environment) 3.10 .21 64.1 8.2% 27.3% 143 [F]
Distributed Learning Support (Distance Learning Course Production, A/V production services, needs assessment) 3.73 .13 90.9 5.0% 15.2% 145 [F]
Instructional Technology Resources (classroom A/V equipment consulting, delivery, setup, and maintenance, LCD panels, equipment availability) 3.81 .17 85.5 6.1% 42.5% 146 [F]

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

Average Satisfaction Usage Responses
3.90 .06 95.1 1.6% 68.2% 741

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
IU's IBM SP 3.70 .10 92.3 2.5% 7.4% 492 [G,F&S]
Unix Workstation Support Group (UWSG, 855-2627) 4.09 .09 94.5 2.1% 4.1% 490[G,F&S]
Center for Statistical and Mathematical Computing (Located in Bloomington: statmath@indiana.edu, 855-4724) 3.88 .11 83.3 3.4% 4.8% 489 [G,F&S]

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

Average Satisfaction Usage Responses
3.83 .09 91.9 2.5% 13.8% 495 [G,F&S]

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.

Average Satisfaction Usage Responses
3.95 .08 93.9 2.2% 5.6% 503 [G,F&S]

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.
Mean Satisfaction % Usage% Responses
Library online catalog (INDYCAT/IUCAT) overall 3.89 .07 91.9 2.0% 71.9% 773
INDYCAT/IUCAT software functionality 3.74 .07 89.2 2.2% 69.3% 766
Reliability and availability of INDYCAT/IUCAT 3.81 .07 91.0 2.1% 70.7% 765
Financial Information System (FIS) overall 3.62 .10 87.5 3.5% 30.9% 363 [F&S]
FIS software functionality 3.50 .11 83.8 4.0% 30.0% 350 [F&S]
Reliability and availability of FIS 3.57 .10 87.5 3.6% 29.9% 348 [F&S]
The Online Purchasing System (TOPS) overall 3.30 .12 75.7 4.6% 18.6% 360 [F&S]
TOPS software functionality 3.19 .12 74.1 4.7% 19.3% 346 [F&S]
Reliability and availability of TOPS 3.53 .10 83.8 4.0% 19.7% 350 [F&S]
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers) overall 3.86 .12 93.0 3.8% 22.2% 194 [S]
Data Direct/PDQ software functionality 3.77 .13 90.9 4.3% 22.8% 193 [S]
Reliability and availability of Data Direct/PDQ 3.83 .12 92.9 3.9% 21.5% 195 [S]
Human Resource Information System (HRIS) 3.76 .11 86.8 3.6% 15.0% 358 [F&S]
HRIS software functionality 3.65 .11 87.8 3.6% 14.1% 351 [F&S]
Reliability and availability of HRIS 3.82 .10 90.0 3.3% 14.5% 350 [F&S]
Decision Support Software (IUDSS) overall 3.65 .15 88.2 4.8% 8.7% 196 [F&S]
IUDSS software functionality 3.88 .12 93.8 3.7% 8.4% 191 [F&S]
Reliability and availability of IUDSS 3.67 .16 83.3 5.6% 9.5% 190 [F&S]
Safeword cards 3.55 .15 86.2 5.0% 47.2% 199 [F&S]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.38 .06 97.4 1.2% 76.0% 764

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

Average Satisfaction Usage Responses
4.11 .08 96.9 1.8% 85.4% 407 [U&G]

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

Average Satisfaction Usage Responses
3.54 .09 89.2 3.3% 37.4% 371 [F&S]

26. Overall, how satisfied are you with the administrative student support systems available at IUPUI (e.g., INDYCAT/IUCAT, INSITE, etc.)?

Average Satisfaction Usage Responses
3.91 .09 93.7 2.6% 54.8% 370 [F&S]

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

Average Satisfaction Usage Responses
3.53 .09 88.3 3.4% 50.6% 369 [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.
Mean Satisfaction % Usage% Responses
Publishing on IUPUI Web servers (www.iupui.edu) 4.07 .06 98.2 1.0% 36.0% 768
Browsing on IUPUI Web servers (www.iupui.edu) 4.09 .06 97.2 1.2% 67.3% 776
Personal Web home pages (Cord, php.iupui.edu) 4.01 .06 95.9 1.5% 32.9% 766
Usenet news groups 3.88 .07 93.7 1.8% 22.3% 761

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

Average Satisfaction Usage Responses
3.91 .06 96.4 1.4% 64.5% 771

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.
Mean Satisfaction % Usage% Responses
Dial-in modem services (278-5618, 5620, 5621) 3.53 .08 79.8 2.9% 42.1% 758
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.10 .10 91.3 3.1% 54.8% 353 [F&S]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 3.86 .11 89.7 3.3% 57.1% 353 [F&S]
Public laptop network data jacks 3.86 .08 86.5 2.5% 9.9% 754

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

Average Satisfaction Usage Responses
3.73 .07 88.6 2.3% 51.4% 757

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?

Average Satisfaction Usage Responses
4.37 .05 98.5 .9% 80.1% 798

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.

Average Satisfaction Usage Responses
3.67 .11 83.8 3.8% 47.1% 381 [F&S]

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

Yes: 80.5% [F&S]

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

Average Satisfaction Usage Responses
3.61 .17 82.1 6.1% 85.3% 170 [F]

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

Average Satisfaction Usage Responses
4.08 .10 93.3 2.8% 73.1% 333 [G&F]

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

Average Satisfaction Usage Responses
4.15 .09 93.6 2.5% 90.9% 411 [U&G]

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.

Average Satisfaction Usage Responses
2.12 .12 35.2 4.7% 88.8% 419 [U&G]

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

Average Satisfaction Usage Responses
3.86 .06 93.9 1.7% 93.4% 792

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.
Mean Satisfaction % Usage% Responses
Computing support personnel employed by your department 4.02 .12 86.4 3.7% 64.3% 356 [F&S]
Statistical Consulting Service (Located in Bloomington, statcons@indiana.edu) 3.66 .14 75.2 4.9% 5.5% 314 [G&F]
INDYCAT (Web-based library catalog) 3.89 .06 94.2 1.7% 57.9% 754
Center for Teaching and Learning 3.99 .14 96.1 3.3% 48.1% 160 [F]

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.

Yes: 4.6% (40)