UITS

IUPUI USER SATISFACTION SURVEY

MASTER 2000

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.

UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY-PURDUE UNIVERSITY, INDIANAPOLIS - MASTER 2000

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment 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

2. 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

3. On a weekly basis, approximately how many hours do you use a computer?

    _______ hours

    4. How would you rate your computer expertise?

    Novice Expert
    1 2 3 4 5

    5. 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 #6)

      a. 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)

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

        Yes No Don't know

        c. 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): ________________________________________________

          d. From the above, please indicate which service you call most often (specify 1 to 6): ________

          ELECTRONIC MAIL

          6. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at IUPUI and 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
          Web browser (e.g. Netscape, Internet Explorer) 1 2 3 4 5 7 8
          Eudora 1 2 3 4 5 7 8
          Microsoft Exchange/Outlook 1 2 3 4 5 7 8

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

          Pine Web browser Eudora Microsoft Exchange/Outlook Other (please specify): _________________

          8. 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

          9. 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

          10. UITS provides a wide range of assistance for computer users. If you have received 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 1 2 3 4 5 7 8
            UITS News Vehicles (Newsbit, IT@IU, UITS items in JagNews) 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

            11. 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

            12. 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) [F&S] 1 2 3 4 5 7 8
              Software installation and maintenance (Repair and Maintenance, formerly TSS) [F&S] 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) [F&S] 1 2 3 4 5 7 8
              Local area network support [F&S] 1 2 3 4 5 7 8
              Computer-based technical education software for departmental computing support staff (CBTs) [F&S] 1 2 3 4 5 7 8
              Software distribution for departmental computer support staff (via Campus2 server) [F&S] 1 2 3 4 5 7 8
              Online service request and problem tracking system for departmental support staff (Eclipse/Apriori) [F&S] 1 2 3 4 5 7 8
              Contract services on Year 2000 compliance applications (inventory, program conversions, testing, etc.) [F&S] 1 2 3 4 5 7 8

              13. Overall, how satisfied are you with UITS departmental support services available at IUPUI? [F&S]

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

              INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

              14. UITS maintains a number of computer facilities and services designated specifically 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, scanners, 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 (Cord, Auburn) 1 2 3 4 5 7 8
                Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on Web) [U,G&F] 1 2 3 4 5 7 8
                Oncourse (Internet-based distributed learning environment) [F,U&G] 1 2 3 4 5 7 8

                15. 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

                CLASSROOM TECHNOLOGY SERVICES

                16. UITS provides a number of services designed to facilitate the use of information technologies in the classroom. If you use these 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
                  Instructional Technology Resources staff [F] 1 2 3 4 5 7 8
                  Instructional Technology Resources classroom equipment [F] 1 2 3 4 5 7 8
                  Advanced Technology Classrooms [F] 1 2 3 4 5 7 8

                  17. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. in terms of lighting, acoustics, projects screens, and aesthetics)? [F]

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

                    18. Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g. delivery of equipment, permanent classroom equipment, equipment ordering procedures, support staff, selection of equipment)? [F]

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

                      RESEARCH AND ACADEMIC COMPUTING

                      19. 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 [G,F&S] 1 2 3 4 5 7 8
                      Support for high performance computing (hpc@indiana.edu) [G&F] 1 2 3 4 5 7 8
                      Center for Statistical and Mathematical Computing (statmath@iu.edu, 278-4740) [G,F&S] 1 2 3 4 5 7 8
                      Unix Workstation Support Group (UWSG, 855-2627) [G,F&S] 1 2 3 4 5 7 8
                      AVL (Advanced Visualization Laboratory) [G,F&S] 1 2 3 4 5 7 8
                      Massive Data Storage [G,F&S] 1 2 3 4 5 7 8

                      20. Overall, how satisfied are you with the UITS research computing services available at IUPUI? [G,F&S]

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

                      UNIVERSITY INFORMATION SERVICES

                      21. 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) 1 2 3 4 5 7 8
                      Financial Information System (FIS) [F&S] 1 2 3 4 5 7 8
                      The Online Purchasing System (TOPS) [F&S] 1 2 3 4 5 7 8
                      Web Based Purchasing [F&S] 1 2 3 4 5 7 8
                      Financial Data Retrieval System (FDRS) [F&S] 1 2 3 4 5 7 8
                      Human Resource Information System (HRIS) [F&S] 1 2 3 4 5 7 8
                      Decision Support Software (IUDSS) [F&S] 1 2 3 4 5 7 8
                      Safeword cards [F&S] 1 2 3 4 5 7 8
                      Online add/drop attp://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 1 2 3 4 5 7 8
                      Online student advising (IUCARE) 1 2 3 4 5 7 8
                      Bursar bill payment through the automated telephone payment system [U&G] 1 2 3 4 5 7 8
                      Financial Aid (information available through the automated telephone response system) [U&G] 1 2 3 4 5 7 8
                      Registration and Drop/Add (online and using the telephone0 [U&G] 1 2 3 4 5 7 8

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

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

                      23. Overall, how satisfied are you with the administrative support systems available at IUPUI? [F&S]

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

                      NETWORK-BASED INFORMATION SERVICES

                      24. 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

                        25. 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

                        26. 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) [F&S] 1 2 3 4 5 7 8
                        Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F&S] 1 2 3 4 5 7 8
                        Public laptop network data jacks 1 2 3 4 5 7 8

                        27. 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

                        TELECOMMUNICATION SERVICES

                        28. 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 [F&S] 1 2 3 4 5 7 8
                        Campus office telephone repair services [F&S] 1 2 3 4 5 7 8
                        Campus office telephone equipment (single line sets, business sets, etc.) [F&S] 1 2 3 4 5 7 8
                        Installation of campus office data jacks and telephones [F&S] 1 2 3 4 5 7 8
                        Campus office long distance service [F&S] 1 2 3 4 5 7 8
                        Campus office voice mail services (274-6245) [F&S] 1 2 3 4 5 7 8
                        Cellular telephone services [F&S] 1 2 3 4 5 7 8
                        Pager services [F&S] 1 2 3 4 5 7 8
                        Monthly invoice format [F&S] 1 2 3 4 5 7 8
                        Customer services and consulting [F&S] 1 2 3 4 5 7 8
                        Teleconference service provided by Campus Switchboard [F&S] 1 2 3 4 5 7 8
                        Telecommunications Device for the Deaf (TDD) 1 2 3 4 5 7 8

                        29. 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

                        30. 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)? [F&S]

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

                        MISCELLANEOUS SERVICES

                        31. The Year 2000 presented a series of potential problems for computer users on campus. Please indicate your satisfaction with UITS efforts which provided information and support concerning the Year 2000 problem. [F&S]

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

                        32. Do you feel that your department was ready for dealing with Year 2000 problems?

                        Yes No Don't know

                        33. How helpful has the information technology environment at IUPUI been in your teaching activities? [F]

                          Not at

                          All Helpful

                          Very

                          Helpful

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

                          34. How helpful has the information technology environment at IUPUI been in your research activities? [F&G]

                            Not at

                            All Helpful

                            Very

                            Helpful

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

                            35. How helpful has the information technology environment been in your learning experience at IUPUI? [U&G]

                              Not at

                              All Helpful

                              Very

                              Helpful

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

                              36. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUPUI. [U&G]

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

                                37. 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

                                38. 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 [F&S] 1 2 3 4 5 7 8
                                  Statistical Consulting Service (Located in Bloomington, statcons@indiana.edu) [G&F]] 1 2 3 4 5 7 8
                                  Center for Teaching and Learning [F] 1 2 3 4 5 7 8

                                  IMPROVEMENTS AND SUGGESTIONS

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






                                  Thank You for Your Assistance!