2000 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).


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)?

Average Satisfaction Usage Responses
4.12 .05 97.7 1.1% 91.90% 821

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

Average Importance Usage Responses
4.15 .07 90.5 2.0% 95.20% 822

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

17.31.04

hours

4. How would you rate your computer expertise?
Average Expertise (1=novice, 5=expert):

3.12 .06

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

Yes:

88.1%

a. 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 3.0% 19
Intel-compatible computer running Windows 95 or 98 90.2% 628
Intel-compatible computer running Windows NT 2.9% 25
Apple Macintosh or compatible 3.7% 53
Unix workstation (including microcomputers running LINUX) 0.1% 2

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

Yes:

95%

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) 29.9% 182
UITS World modem pool (278-5620) 23.8% 168
UITS Express modem pool (278-5621) 18.8% 124
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.) 53.6% 259
Departmental modem pool or modem attached to office/laboratory workstation 5.7% 61
Other: 8.9% 55

d. From the above, please indicate which service you call most often (specify 1 to 6):
Percentage circled Responses
UITS Local modem pool (278-5619) 16.3% 70
UITS World modem pool (278-5620) 14.3% 78
UITS Express modem pool (278-5621) 10.6% 40
Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Kiva, IQuest, INdynet, etc.) 49.2% 162
Departmental modem pool or modem attached to office/laboratory workstation 3.5% 30
Other: 6.1% 22

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.
Average Satisfaction Usage Response
Pine (the mailer on the Jewel computers) 3.16 .10 64.4 3.7% 73.20% 673
Eudora 4.24 .06 98.9 .9% 80.40% 690
Web brower (e.g., Netscape, Internet Explorer) 3.68 .09 83.1 3.0% 12.00% 612
Microsoft Exchange 4.07 .07 94.9 1.7% 43.00% 722

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

Undergrads Graduates Staff Faculty
Pine 38.2% 29.7% 7.3% 12.3%
Eudora 0.7% 3.2% 3.9% 14.1%
Web browser 17.5% 18.4% 5.6% 10.4%
Microsoft Exchange 24.4% 34.8% 77.1% 56.4%
Other 19.3% 13.9% 6.1% 6.7%

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

Average Satisfaction Usage Responses
3.69 .07 88.7 2.2% 62.00% 812

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

Average Satisfaction Usage Responses
3.65 .08 82.9 2.6% 84.70% 815

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.
Average Satisfaction Usage Response
Telephone consulting (UITS Support Center, 274-4357, formerly "Help Desk") 4.01 .07 92.9 1.8% 41.70% 785
Walk-in consulting at UITS Support Center (ET 025, disk recovery, account services, how-to guides) 4.10 .07 91.6 2.0% 37.10% 770
Online consulting resources (Knowledge Base, Computing Help Online) 3.77 .07 91.2 2.1% 26.00% 765
Online account creation process for central UITS computers (http://www.iupui.edu/it/dags) 3.79 .08 86.4 2.5% 26.20% 766
UITS communications and publications on paper 3.77 .06 93.4 1.8% 19.70% 765
UITS News Vehicles (Newsbit, IT@IU, UITS items in JagNews) 3.70 .07 89.6 2.2% 29.30% 770
Availability of information concerning UITS computers and services 3.68 .07 86.5 2.5% 46.80% 772
UITS Education Program STEPS & PROSTEPS Classes (STEPS for students only, PROSTEPS for faculty & staff) 4.02 .07 92.0 2.0% 21.00% 769
Getting software via SoftServe 3.88 .09 85.7 2.5% 19.70% 768
IUWare CD-ROM 4.15 .07 94.0 1.7% 44.70% 776

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

Average Satisfaction Usage Responses
3.95 .06 95.7 1.5% 75.10% 802

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.
Average Satisfaction Usage Response
Computer hardware installation and repair (Repair and Maintenance, formerly Technology Support Services or TSS) 3.78 .11 89.3 3.4% 43.60% 339 [F&S]
Software installation and maintenance (Repair and Maintenance, formerly TSS) 3.88 .11 88.6 3.5% 33.90% 336 [F&S]
Departmental computing support services (PICS server tools/resources, activities in support of departmental computing staff, i.e., CTST) 3.87 .11 89.0 3.5% 32.80% 336 [F&S]
Local area network support 3.87 .11 90.7 3.3% 38.50% 335 [F&S]
Computer-based technical education software for departmental computing support staff (CBTs) 3.71 .11 87.9 3.6% 19.90% 333 [F&S]
Software distribution for departmental computer support staff (via Campus2 server) 3.93 .09 95.2 2.4% 18.20% 338 [F&S]
Online service request and problem tracking system for departmental support staff (Eclipse/Apriori) 4.17 .08 98.4 1.5% 19.30% 340 [F&S]
Contract services on Year 2000 compliance applications (inventory, program conversions, testing, etc.) 4.07 .09 96.8 2.0% 18.70% 338 [F&S]

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

Average Satisfaction Usage Responses
3.82 .10 93.0 2.8% 54.60% 341 [F&S]

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.
Average Satisfaction Usage Response
Student Technology Centers hardware (computers, scanners, etc.) 3.95 .06 93.9 1.7% 65.10% 770
Student Technology Centers software 4.04 .06 96.9 1.3% 60.50% 766
Student Technology Centers consulting overall 3.86 .06 92.8 1.9% 58.40% 755
Knowledge and ability of Student Technology Centers consultants 3.86 .07 91.4 2.0% 59.20% 765
Courtesy and helpfulness of Student Technology Centers consultants 3.96 .07 92.1 2.0% 61.10% 765
Student Technology Centers overall 3.96 .06 96.5 1.4% 68.20% 762
Bookbag (network storage space) 3.85 .06 92.7 1.9% 24.90% 762
Central instructional and general purpose computers (Cord, Auburn) 3.73 .07 92.8 1.9% 28.80% 763
Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on Web) 3.85 .09 91.4 2.3% 16.90% 589

[U,G&F]

Oncourse (Internet-based distributed learning environment) 4.18 .07 95.4 1.8% 61.20% 593

[F,U&G]

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

Average Satisfaction Usage Responses
3.98 .05 97.3 1.2% 75.00% 767

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.
Average Satisfaction Usage Response
Instructional Technology Resources staff 4.15 .14 95.8 3.5% 46.80% 154 [F]
Instructional Technology Resources classroom equipment 3.94 .16 91.1 4.8% 51.30% 154 [F]
Advanced Technology Classrooms 4.00 .15 94.3 4.0% 23.00% 152[F]

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)?

Average Satisfaction Usage Responses
3.26 .18 77.8 6.9% 80.80% 156 [F]

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)?

Average Satisfaction Usage Responses
3.78 .17 86.2 5.7% 74.40% 156 [F]

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.
Average Satisfaction Usage Response
IU's IBM SP 3.82 .09 94.12.2% 6.70% 474 [G,F&S]
Support for high performance computing (hpc@indiana.edu) 4.19 .09 100 .2% 4.20% 304 [G&F]
Center for Statistical and Mathematical Computing (statmath@iu.edu, 278-4740) 4.19 .08 100 .1% 5.40% 476 [G,F&S]
Unix Workstation Support Group (UWSG, 855-2627) 3.96 .08 94.72.1% 4.40% 476 [G,F&S]
AVL (Advanced Visualization Laboratory) 4.31 .07 100 .1% 2.90% 474 [G,F&S]
Massive Data Storage 3.98 .08 97.01.6% 3.80% 475 [G,F&S]

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

Average Satisfaction Usage Responses
3.71 .08 90.0 2.8% 20.90% 473 [G,F&S]

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.
Average Satisfaction Usage Response
Library online catalog (INDYCAT/IUCAT) 4.01 .06 93.4 1.8% 73.10% 793
Financial Information System (FIS) 3.84 .10 93.1 2.9% 34.20% 335 [F&S]
The Online Purchasing System (TOPS) 3.70 .12 85.7 3.9% 23.10% 336 [F&S]
Web Based Purchasing 4.25 .09 95.8 2.3% 13.80% 336 [F&S]
Financial Data Retrieval System (FDRS) 3.91 .11 92.1 3.0% 19.00% 333 [F&S]
Human Resource Information System (HRIS) 3.95 .09 95.3 2.4% 25.80% 334 [F&S]
Decision Support Software (IUDSS) 4.27 .08 100 .2% 4.60% 333 [F&S]
Safeword cards 3.74 .12 86.5 3.8% 32.90% 338 [F&S]
Online add/drop authorization 4.00 .10 93.7 2.7% 23.80% 334[F&S]
Online schedule of classes 4.18 .10 95.2 2.4% 43.30% 337 [F&S]
Online class roster 3.97 .12 88.5 3.5% 35.60% 336 [F&S]
Financial Aid Management System 3.89 .09 96.4 2.1% 8.50% 334 [F&S]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.42 .05 98.9 .8% 85.20% 794
Online student advising (IUCARE) 4.08 .07 94.8 1.6% 35.10% 784
Bursar bill payment through the automated telephone payment system 4.41 .07 97.8 1.4% 50.00% 450 [U&G]
Financial Aid (information available through the automated telephone response system) 3.86 .11 84.7 3.4% 38.90% 448 [U&G]
Registration and Drop/Add (online and using the telephone) 4.36 .08 95.9 1.9% 75.00% 455 [U&G]

22. 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
4.17 .07 98.5 1.2% 90.4% 450 [U&G]

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

Average Satisfaction Usage Responses
3.95 .08 97.3 1.9% 64.5% 344 [F&S]

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.
Average Satisfaction Usage Response
Publishing on IUPUI Web servers (www.iupui.edu) 4.04 .06 96.1 1.4% 36.20% 772
Browsing on IUPUI Web servers (www.iupui.edu) 4.09 .05 97.8 1.1% 68.50% 785
Personal Web home pages (Cord, php.iupui.edu) 4.03 .06 93.3 1.8% 28.90% 773
Usenet news groups 3.71 .07 89.5 2.2% 16.20% 771

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

Average Satisfaction Usage Responses
3.96 .05 97.6 1.1% 63.90% 786

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.
Average Satisfaction Usage Response
Dial-in modem services (278-5618, 5620, 5621) 3.76 .08 87.0 2.4% 41.50% 777
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.07 .11 93.0 2.9% 43.30% 329 [F&S]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 3.98 .11 90.1 3.4% 49.20% 328 [F&S]
Public laptop network data jacks 3.82 .07 93.6 1.8% 10.80% 759

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

Average Satisfaction Usage Responses
3.92 .07 93.2 1.8% 50.10% 781

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.
Average Satisfaction Usage Response
Campus Switchboard (274-5555 or 0) 3.67 .08 84.9 2.5% 42.60% 788
Printed telephone directories 3.79 .07 89.9 2.1% 42.70% 794
Campus office telephone service 4.07 .09 96.9 2.0% 74.90% 339 [F&S]
Campus office telephone repair services 4.06 .08 97.1 1.9% 50.70% 337 [F&S]
Campus office telephone equipment (single line sets, business sets, etc.) 3.85 .09 92.5 2.9% 73.70% 342 [F&S]
Installation of campus office data jacks and telephones 3.89 .10 92.6 2.9% 59.10% 341 [F&S]
Campus office long distance service 4.21 .09 97.1 1.9% 79.50% 344 [F&S]
Campus office voice mail services (274-6245) 4.19 .09 96.5 2.1% 81.60% 348 [F&S]
Cellular telephone services 4.10 .10 91.7 3.1% 14.40% 337 [F&S]
Pager services 4.07 .10 94.6 2.6% 32.60% 336 [F&S]
Monthly invoice format 3.72 .11 86.5 3.8% 17.60% 338 [F&S]
Customer services and consulting 4.03 .10 94.6 2.6% 22.60% 336 [F&S]
Teleconference service provided by Campus Switchboard 3.97 .11 89.8 3.4% 17.40% 336 [F&S]
Telecommunications Device for the Deaf (TDD) 4.06 .06 95.0 1.6% 5.90% 780

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

Average Frequency Usage Responses
1.58 .07 17.1 2.6% 61.20% 805

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)?

Average Satisfaction Usage Responses
3.93.09 95.22.4% 88.60% 351[F&S]

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.

Average Satisfaction Usage Responses
4.41 .08 98.6 1.4% 77.60% 352 [F&S]

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

Yes:

99.3% [F]

33. How helpful has the information technology environment at IUPUI been in your teaching activities (1=not at all helpful, 5=very helpful)?

Average Helpfulness Usage Responses
3.61 .16 85.4 5.7% 82.50% 166 [F]

34. How helpful has the information technology environment at IUPUI been in your research activities (1=not at all helpful, 5=very helpful)?

Average Helpfulness Usage Responses
3.71 .11 88.3 3.6% 65.30% 331 [F&G]

35. How helpful has the information technology environment been in your learning experience at IUPUI (1=not at all helpful, 5=very helpful)?

Average Helpfulness Usage Responses
3.88 .09 89.5 2.9% 92.10% 461 [U&G]

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.

Average Agreement Usage Responses
2.29 .11 37.7 4.5% 89.90% 461 [U&G]

37. 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
3.93 .06 95.5 1.5% 91.80% 807

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.
Average Satisfaction Usage Response
Computing support personnel employed by your department 4.01 .12 88.9 3.5% 59.30% 331 [F&S]
Statistical Consulting Service (Located in Bloomington, statcons@indiana.edu) 4.10 .11 91.43.3% 5.70% 304 [G&F]
Center for Teaching and Learning 4.17 .14 94.7 3.9% 50.30% 151 [F]

IMPROVEMENTS AND SUGGESTIONS

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

Yes:

41.4%