2001 UITS IUPUI User Survey Summary

prepared by

Center for Statistical and Mathematical Computing
Click here for a
printable version in Microsoft Word Format.

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 (unweighted number of respondents, 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, Focus, Decision Support Services)?

Average Satisfaction Usage Responses
3.99 ±.06 95.1 ±1.6% 91.1% 782

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

Average Satisfaction Usage Responses
4.07 ±.07 90.3 ±2.1% 94.5% 783

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

    21.92 ± .14

    hours

    4. How would you rate your computer expertise?

    Average Expertise (1=novice, 5=expert): 3.19 ±.06

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

    Yes: 90.9%

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

      Percentage checked Responses
    Intel-compatible computer running Windows 95 or 98 75.0% 509
    Intel-compatible computer running Windows NT 18.1% 139
    Apple Macintosh or compatible 3.5% 46
    Unix workstation (including microcomputers running LINUX) 0.3% 3
    Other 3.1% 15

     b. If you access IUPUI computing systems, please indicate the service you use. Please mark all that apply. 

      Percentage circled Responses
    UITS Local modem pool (278-5619) 23.1% 181
    UITS World modem pool (278-5620) 11.3% 130
    UITS Express modem pool (278-5621) 5.5% 64
    Commercial Internet service provider for lower speed service, 56kb/s and below (e.g. Microsoft Network, America Online, Iquest, IndyNet, etc.) 36.4% 243
    Departmental modem pool or modem attached to office/laboratory workstation 8.2% 74
    Digital Subscriber Line (DSL) service from Internet service provider with high-speed connectivity (e.g., Ameritech) 3.7% 20
    Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.) 6.4% 48
    Other 3.4% 30

    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 marking the appropriate response.

      Average Satisfaction Usage Response
    Pine (the mailer on the Jewelcomputers) 2.79 ±.10 54.9 ± 4.0% 72.3% 623
    WebMail 3.86 ±.09 90.8 ± 2.5% 34.1% 561
    Microsoft Exchange/Outlook 4.15 ±.10 94.9 ± 2.5% 88.6% 332[F&S]
    Outlook Web Access 3.93 ±.13 91.1 ± 3.7% 56.9% 258[F&S]
    Eudora 3.36 ±.09 80.0 ± 3.4% 9.7% 552
    Web browser (e.g., Netscape, Internet Explorer) 4.12 ±.06 97.1 ± 1.4% 76.9% 630

    7. Which e-mail system do you use most often? Please mark only one.

      Undergrads Graduates Staff Faculty
    Pine 26.3% 19.8%; 4.0% 8.4%
    WebMail 13.2% 11.7% 1.5% 1.8%
    Microsoft Exchange/Outlook 20.6% 29.0% 78.4% 62.9%
    Outlook Web Access 1.8% 8.6% 8.5% 4.8%
    Eudora 1.8% 1.2% 4.0% 7.2%;
    Web Browser 13.6% 12.3% 2.0% 10.2%
    Other 22.8% 17.3% 1.5% 4.8%

    8. If you use an external mail service (e.g., Hotmail, Yahoo mail, AOL, etc.), please indicate the usage frequency.

      Undergrads Graduates Staff Faculty
    Always 49.0% 43.4% 11.1% 7.9%
    Frequently 30.6% 36.0% 35.4% 36.5%
    Occasionally 20.4% 20.6% 53.5% 55.6%

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

    Average Satisfaction Usage Responses
    3.50 ± .07 86.0 ± 2.5% 61.9% 782

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

    Average Satisfaction Usage Responses
    3.44 ± .08 79.3 ± 2.9% 88.6% 784

    USER SUPPORT SERVICES

    11. 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 marking the appropriate response.

        Average Satisfaction Usage Response
      Telephone consulting (UITS Support Center, 274-4357, formerly “Help Desk”) 4.04 ± .07 90.8 ± 2.1% 43.5% 758
      Walk-in consulting at UITS Support Center (ES2126, account services, how-to guides) 4.04 ± .07 93.1 ± 1.9% 34.0% 738
      Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) 3.73 ± .07 88.8 ± 2.3% 30.7% 741
      Online account creation process for central UITS computers (www.iupui.edu/it/dags) 3.70 ± .07 88.2 ± 2.4% 24.1% 737
      UITS communications and publications on paper 3.81 ± .07 91.3 ± 2.1% 24.5% 722
      UITS News Vehicles (Newsbit, IT@IU, UITS items in JagNews) 3.56 ± .08 85.4 ± 2.6% 37.8% 735
      Availability of information concerning UITS computers and services 3.65 ± .07 86.0 ± 2.5% 50.3% 736
      Education Program Hands-on Computing Classes (STEPS and PROSTEPS) 3.73 ± .08 87.3 ± 2.4% 19.2% 737
      NETg online training 3.52 ± .08 83.1 ± 2.8% 8.1% 729
      Getting software via IUWare Online 3.79 ± .08 88.3 ± 2.4% 24.8% 734
      IUWare CD-ROM 4.08 ± .07 90.6 ± 2.1% 47.7% 739

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

      Average Satisfaction Usage Responses
      3.84 ± .06 94.4 ± 1.7% 72.3% 769

      DEPARTMENTAL SUPPORT

      13. UITS provides a wide range of support and services directly to the academic departments. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

          Average Satisfaction Usage Response
        Education/Certification classes (EdCert) for departmental support staff 3.84 ± .09 94.3 ± 2.6% 13.1% 329[F&S]
        Departmental desktop and server computing support services (LSP services, LSP lab, departmental computing staff support, etc.) 3.92 ± .10 92.2 ± 3.0% 26.9% 336[F&S]
        Online departmental computing support resources (lspservices.iupui.edu) 3.62 ± .11 88.1 ± 3.7% 15.0% 326[F&S]
        Computer-based technical education software for departmental computing support staff (CBTs) 3.64 ± .10 85.9 ± 3.9% 9.5% 327[F&S]
        Software distribution for departmental computer support staff (lspservices.iupui.edu, iuware.iu.edu) 3.92 ± .10 94.6 ± 2.6% 19.1% 323[F&S]
        Online service request and problem tracking system for departmental support staff (Eclipse) 3.99 ± .11 91.9 ± 3.1% 21.3% 325[F&S]

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

        Average Satisfaction Usage Responses
        3.89 ± .09 96.6 ± 2.0% 45.5% 347[F&S]

        INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

        15. 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 you overall satisfaction by marking 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.) 3.87 ± .07 91.1 ± 2.1% 65.7% 731
          Student Technology Centers software 3.94 ± .07 92.5 ± 2.0% 56.1% 729
          Student technology centers consulting overall 3.75 ± .07 89.8 ± 2.3% 53.3% 723
          Knowledge and ability of Student Technology Centers consultants 3.71 ± .08 85.8 ± 2.6% 54.7% 718
          Courtesy and helpfulness of Student Technology Centers consultants 3.79 ± .08 86.9 ± 2.5% 56.7% 717
          Student Technology Centers overall 3.88 ± .06 95.0 ± 1.6% 63.8% 718
          Bookbag (network storage space) 3.70 ± .08 87.2 ± 2.5% 23.6% 723
          Central instructional and general purpose computers (Cord, Auburn) 3.60 ± .07 86.9 ± 2.5% 23.3% 719
          Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on web) 3.97 ± .09 89.6 ± 2.7% 17.9% 534[F,G&U]
          Oncourse (Internet-based distributed learning environment) 4.07 ± .08 91.2 ± 2.5% 78.0% 542[F,G&U]

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

          Average Satisfaction Usage Responses
          3.85 ± .06 93.9 ± 1.8% 75.3% 733

            RESEARCH AND ACADEMIC COMPUTING

            17. 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 marking the appropriate response.

              Average Satisfaction Usage Response
            IU’s IBM SP systems 3.86 ± .07 97.4 ± 1.5% 10.2% 475[F,G&S]
            Support for high performance computing (hpc@indiana.edu) 3.76 ± .08 96.6 ± 1.7% 5.0% 475[F,G&S]
            Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@iu.edu, 278-4740) 3.80 ± .08 97.0 ± 1.6% 6.4% 477[F,G&S]
            Unix Workstation Support Group (UWSG, 855-2627) 3.84 ± .08 91.6 ± 2.6% 7.4% 475[F,G&S]
            AVL (Advanced Visualization Laboratory; www.avl.iu.edu) 3.63 ± .07 100 ± .2% 3.8% 290[F,G&S]
            Distributed Storage Services (Massive Data Storage & Common File Services; www.indiana.edu/~dssg) 3.61 ± .09 91.9 ± 2.5% 4.4% 474[F,G&S]

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

            Average Satisfaction Usage Responses
            3.74 ± .08 92.9 ± 2.4% 18.8% 480[F,G&S]

            CLASSROOM TECHNOLOGY SERVICES

            19. 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 marking the appropriate response.

              Average Satisfaction Usage Response
            Instructional Technology Resources staff 4.03 ± .16 90.9 ± 5.0% 52.0% 148[F]
            Instructional Technology Resources classroom equipment 3.81 ± .16 89.4 ± 5.3% 57.0% 149[F]
            Advanced Technology Classrooms 3.92 ± .17 91.7 ± 4.8% 24.5% 147[F]

            20. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology and support services please indicate your overall satisfaction by marking the appropriate response.

             

              Average Satisfaction Usage Response
            Your experience with the VIC technology 3.33 ± .22 66.7 ± 8.1% 14.8% 142[F]
            Support services for VIC 3.72 ± .21 77.8 ± 7.2% 12.8% 141[F]

            21. 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, projector screens, and aesthetics)? 

            Average Satisfaction Usage Responses
            3.00 ± .18 70.6 ± 7.5% 80.8% 156[F]

            22. 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
            3.67 ± .18 83.1 ± 6.3% 76.6% 154[F]

             

            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 marking the appropriate response.

            Average Satisfaction Usage Response
            Library online catalog (INDYCAT/IUCAT) 3.95 ± .06 93.3 ± 1.8% 71.1% 756
            Financial Information System (FIS) 3.63 ± .11 86.7 ± 3.8% 32.4% 339[F&S]
            The Online Purchasing System (TOPS) 3.88 ± .09 92.4 ± 3.0% 41.7% 338[F&S]
            Web Based Purchasing 3.94 ± .09 93.3 ± 2.8% 17.3% 334[F&S]
            IU Information Environment 3.86 ± .09 94.8 ± 2.5% 22.3% 332[F&S]
            Financial Data Retrieval System (FDRS) 3.95 ± .10 92.5 ± 3.0% 23.5% 330[F&S]
            Information Center (FOCUS) 3.67 ± .11 88.4 ± 3.6% 14.9% 326[F&S]
            Safeword cards 3.92 ± .11 89.7 ± 3.4% 45.2% 341[F&S]
            INSITE (insite.Indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.37 ± .06 96.9 ± 1.3% 86.3% 755
            Online student advising (IUCARE) 4.06 ± .08 91.6 ± 2.0% 35.0% 737
            Bursar bill payment through the automated telephone payment system 4.35 ± .08 95.9 ± 2.0% 47.7% 407[G&U]
            Registration and Drop/Add using automated telephone system 4.22 ± .10 92.4 ± 2.7% 59.8% 404[G&U]
            Registration on the Web 4.11 ± .11 89.1 ± 3.1% 68.4% 409[G&U]

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

            Average Satisfaction Usage Responses
            4.09 ± .08 96.0 ± 2.0% 93.5% 409[G&U]

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

            Average Satisfaction Usage Responses
            3.94 ± .08 95.7 ± 2.3% 73.3% 345[F&S]

            NETWORK-BASED INFORMATION SERVICES

            26. 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 marking the appropriate response.

                Average Satisfaction Usage Response
              Publishing on IUPUI Web servers (www.iupui.edu) 3.97 ± .06 95.3 ± 1.6% 35.0% 734
              Browsing on IUPUI Web servers (www.iupui.edu) 4.06 ± .06 97.3 ± 1.2% 74.2% 735
              Personal Web home pages (Cord, php.iupui.edu) 3.76 ± .07 89.7 ± 2.2% 30.4% 730
              IU Search (www.indiana.edu/resources/search.html) 3.84 ± .07 91.7 ± 2.1% 45.9% 727
              IU Events Calendar (events.iu.edu) 3.98 ± .06 95.1 ± 1.6% 37.3% 733
              Usenet news groups 3.74 ± .08 83.7 ± 2.7% 17.8% 725

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

              Average Satisfaction Usage Responses
              3.84 ± .06 96.3 ± 1.4% 73.1% 736

              DATA NETWORK SERVICES

              28. UITS provides campus networking, dial-in modems, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

                  Average Satisfaction Usage Response
                Dial-in modem services (278-5619, 5620, 5621) 3.66 ± .08 86.9 ± 2.5% 37.5% 724
                Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.26 ± .09 97.9 ± 1.7% 54.4% 333[F&S]
                Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.19 ± .09 97.2 ± 1.9% 57.8% 334[F&S]
                Data jack activations 3.61 ± .07 88.5 ± 2.4% 10.5% 714
                Data jack repair services 3.71 ± .08 86.2 ± 2.6% 9.1% 712
                Internet and Web (WWW) access 4.12 ± .06 94.9 ± 1.7% 55.4% 726
                Public laptop and network data jacks 3.71 ± .08 83.3 ± 2.8% 11.5% 707

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

                Average Satisfaction Usage Responses
                3.83 ± .07 94.0 ± 1.8% 57.9% 720


                VOICE SERVICES

                30. 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 marking the appropriate response.

                  Average Satisfaction Usage Response
                  Campus Switchboard (274-5555 or 0) 3.64 ± .08 82.4 ± 2.8% 37.8% 748
                  Telephone repair service 4.08± .09 95.7± 2.3% 57.2% 347[F&S]
                  Campus office/housing telephone   3.82 ± .07 88.8 ± 2.3% 18.9% 745
                  Telephone equipment (e.g., telephone sets) 3.82 ± .07 88.9 ± 2.3% 22.6% 748
                  Printed telephone directories 3.86 ± .11 89.9 ± 3.2% 91.3% 358[F&S]
                  Installation of campus office data jacks and telephones 4.01 ± .09 95.2 ± 2.4% 58.8% 346[F&S]
                  Campus office long distance service 4.22 ± .08 98.5 ± 1.4% 85.3% 360[F&S]
                  Campus office voice mail services (274-6245) 4.12 ± .09 95.9 ± 2.2% 85.0% 360[F&S]
                  Cellular telephone services 3.89 ± .11 92.1 ± 3.0% 14.2% 346[F&S]
                  Pager services 4.01 ± .10 93.4 ± 2.7% 33.2% 352[F&S]
                  Monthly invoice format 3.74 ± .10 91.0 ± 3.1% 28.5% 350[F&S]
                  Campus office telephone service consulting   3.87 ± .10 92.4 ± 2.9% 24.9% 347[F&S]
                  Teleconference service provided by Campus Switchboard 3.97 ± .10 96.2 ± 2.1% 24.1% 347[F&S]

                  31. 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 97.4± 1.8% 89.9% 363[F&S]

                  GENERAL ASSESSMENT

                  32. How helpful has the information technology environment at IUPUI been in your teaching activities? 

                  Average Satisfaction Usage Responses
                  3.69 ± .16 87.0 ± 5.4% 78.0% 168[F]

                  33. How helpful has the information technology environment at IUPUI been in your research activities?

                  Average Satisfaction Usage Responses
                  3.82 ± .11 90.5 ± 3.3% 71.7% 337[F&G]

                  34. How helpful as the information technology environment at IUPUI been in your learning experience at IUPUI?

                  Average Satisfaction Usage Responses
                  3.79 ± .09 89.7 ± 3.1% 92.5% 408[G&U]

                  35. 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 Satisfaction Usage Responses
                  2.25 ± .11 39.9 ± 4.8% 100% 411[G&U]

                  36. 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
                  3.78 ± .06 92.2 ± 1.9% 93.1% 781

                  NON-UITS SERVICES

                  37. Departments other that 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 marking the appropriate response.

                    Average Satisfaction Usage Response
                  Computing support personnel employed by your department 4.01 ± .11 89.1 ± 3.4% 75.3% 348[F&S]
                  Statistical Consulting Service (Located in Bloomington, statcons@indiana.edu) 3.37 ± .11 90.2 ± 3.5% 4.2% 302[F&G]
                  Center for Teaching and Learning 4.27 ± .13 95.5 ± 3.6% 57.9% 152[F]
                  Computer printing provided by IUPUI Mail Services 3.74 ± .06 92.2 ± 2.0% 35.7% 734