2006 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 Center for Survey 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").

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., Student Technology Centers, electronic mail, research computers, computer network, Support Center consulting at 274-4357, Internet, IUIS, Decision Support Services)?

Average Satisfaction Usage
4.18 ± .05 95.4 ± 1.4% 95.5%

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

Average Satisfaction Usage
4.43 ± .06 94.6 ± 1.5% 96.7%

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

  Less than 1 hour 1-5 hours 6-10 hours 11-15 hours 16-20 hours Over 20 hours
Undergraduates
0.4%
7.6%
19.5%
24.7%
15.5%
32.3%
Graduates
0.0%
4.7%
10.7%
10.7%
20.1%
53.8%
Staff
0.7%
1.8%
10.3%
5.0%
5.7%
76.5%
Faculty
0.0%
3.5%
8.3%
12.2%
15.3%
60.7%

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.51 ± .05

5. Where do you live?

  Campus Housing Off-campus (apartment, house)
Undergrads
4.4%
95.6%
Graduates
1.2%
98.8%

6. Do you have a computer at your residence?

Yes:

96.0%

a. What type of computer do you have at your residence?

  Percentage checked Responses
Computer Running Windows
90.5%
834
Apple Macintosh or compatible
7.7%
90
Unix workstation (including microcomputers running LINUX)
3.3%
28
Other
2.2%
16

b. If you access the IUPUI computing systems from your residence, indicate the service you use. Please select all that apply.

  Percentage checked Responses
UITS modem pool (278-5620, 278-5621)
13.7%
143
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)
11.8%
102
Departmental modem pool or modem attached to office/laboratory workstation
1.5%
17
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)
24.3%
229
Cable modem service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)
35.2%
322
Other
3.6%
29

7. Do you use a PDA?

Yes:

15.8%

a. What type of PDA do you have?

  Undergrads Graduates Staff Faculty
Palm Pilot
53.6%
77.6%
45.8%
57.1%
iPAQ
14.3%
8.2%
10.4%
13.0%
BlackBerry
10.7%
6.1%
12.5%
10.4%
Other (Please specify)
21.4%
8.2%
31.3%
19.5%

ELECTRONIC MAIL

8. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at the University and worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Pine 3.72 ± .10 82.9 ± 3.1% 15.4%
WebMail 3.94 ± .07 89.9 ± 2.2% 75.5%
Microsoft Exchange/Outlook 4.32 ± .07 96.9 ± 1.6% 93.6%[F,Staff]
Outlook Web Access
4.12 ± .09
92.3 ± 2.7%
75.3%[F,Staff]
Blackberry-BES Service 4.46 ± .08 100 ± .2% 6.4%[F,Staff]

9. Which e-mail system do you use most often?

  Undergrads Graduates Staff Faculty
Pine
0.4%
1.2%
0.0%
0.9%
WebMail
74.5%
75.9%
2.5%
10.3%
Microsoft Exchange/Outlook
N/A
N/A
83.3%
68.6%
Outlook Web Access
N/A
N/A
12.7%
12.1%
Other
25.1%
22.8%
1.4%
8.1%

10. UITS provides an anti-spam service to quarantine potential spam e-mail. If you use this service, indicate your overall satisfaction by selecting the appropriate response.

Average Satisfaction Usage
4.01 ± .07 90.6 ± 1.9% 55.2%

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

  Undergrads Graduates Staff Faculty
Always
35.9%
32.1%
5.5%
8.9%
Frequently
31.5%
34.5%
26.5%
22.5%
Occasionally
17.7%
20.8%
37.5%
32.4%
Never
14.9%
12.5%
30.5%
36.2%

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

Average Satisfaction Usage
3.92 ± .05 94.9 ± 1.4% 71.2%

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

Average Satisfaction Usage
4.11 ± .06 95.1 ± 1.4% 94.5%

USER SUPPORT SERVICES

14. 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 selecting the appropriate response.

  Average Satisfaction Usage

Telephone consulting UITS Support Center (274-4357)

4.13 ± .07 91.1 ± 1.9% 52.3%
Walk in consulting UITS Support Center (ICTC) 4.07 ± .07 90.3 ± 2.0% 25.4%
Online support resources (Knowledge Base, http://uits.iu.edu/) 3.84 ± .07 87.8 ± 2.2% 36.2%
E-mail consulting UITS Support Center (ithelp@iu.edu) 3.95 ± .07 87.9 ± 2.2% 29.7%
Chat consulting UITS Support Center (ithelplive.iu.edu) 3.70 ± .08 81.7 ± 2.6% 12.5%
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 3.94 ± .07 90.6 ± 2.0% 35.6%
UITS electronic news (Newsbit; IT@IU; News, Events, & Spotlight at uits.iu.edu; UITS items in JagNews) 3.96 ± .07 92.2 ± 1.8% 50.7%
IT awareness events (e.g. Making IT Happen, special IT seminars and lectures) 3.98 ± .06 91.6 ± 1.9% 22.7%
IT Training & Education Program STEPS Instructor-led Computing Workshops 4.04 ± .06 93.5 ± 1.7% 24.7%
IT Training Online - self-study computer based training 3.79 ± .07 91.4 ± 1.9% 16.2%
IUware Online and IUware CD 4.33 ± .06 94.3 ± 1.6% 59.4%
Software deals via IU contracts (Microsoft, Syamantec, Macromedia, others) 4.43 ± .06 94.6 ± 1.5% 59.2%
Hardware deals via IU contracts (Dell, Apple, others)
4.02 ± .08
85.7 ± 2.4%
31.8%

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

Average Satisfaction Usage
4.18 ± .05 96.0 ± 1.3% 88.5%

DEPARTMENTAL SUPPORT

16. Does your position at IU require you to provide IT Support to faculty and staff in your school/department?

Yes:

27.1% [Staff]

17. UITS provides a wide range of support and services directly to university departments. If your position at IU requires you to provide IT Support and you use UITS-provided facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage

Local Support Provider Services (Advanced Server & Desktop Consulting Support, LAN lab LSPS@IU.EDU)

3.64 ± .27 87.2 ± 8.7% 57.4% [Staff]
E-mail Services and Support Team (Advanced e-mail support for Exchange/Outlook, Advanced PDA Support, esst@iu.edu) 3.85 ± .22 89.7 ± 7.9% 56.5% [Staff]
Education/Certification Classes for departmental computing support staff (EdCert) 4.07 ± .15 100 ± .7% 41.2% [Staff]

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

Average Satisfaction Usage
3.86 ± .21 92.4 ± 6.7% 89.2%[Staff]

FACULTY AND ADMINISTRATIVE SUPPORT SERVICES

19. Digital Media Services provides a wide variety of services to the system-wide university. How satisfied are you with the quality of specific services provided by Digital Media Services?

  Average Satisfaction Usage

Media Acquisition (Digital Audio and Video Production, Slide and Photograph Scanning, Digital Photography, Media Conversion)

3.94 ± .09 91.1 ± 2.6% 14.9%[F,Staff]
Production (Macromedia Flash Animation, Interactive DVD Production, Custom PowerPoint Presentations, 3D Animation, Digital Video Editing, World Wide Web Site Production & Redesign, Art Design, Advanced Web Programming) 3.94 ± .09 88.9 ± 2.9% 13.1%[F,Staff]
Distribution and Technical Support (Streaming Audio and Video, Tape, CD and DVD Duplication, System Administration) 3.80 ± .10 85.7 ± 3.2% 14.0%[F,Staff]

20. UITS provides Data Management Support (DMS; dms@indiana.edu) services (consulting and instructional support for databases, spread sheets, remote sensing, and geographic information systems) to users. How satisfied are you with the quality of this service?

Average Satisfaction Usage
3.74 ± .10 86.3 ± 3.1% 8.5%[F,Staff]

21. Overall, how satisfied are you with the quality of services provided by Faculty and Administrative Support Services?

Average Satisfaction Usage
4.02 ± .08 93.4 ± 2.3% 37.4%[F,Staff]

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

22. 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 selecting the appropriate response.

  Average Satisfaction Usage
Student Technology Centers hardware (computers, scanners, etc.) 4.16 ± .06 95.8 ± 1.4% 59.0%
Student Technology Centers software 4.13 ± .06 95.8 ± 1.4% 51.5%
Student Technology Centers printing
3.82 ± .07
84.3 ± 2.4%
54.0%
Student Technology Centers multimedia in IT131
4.10 ± .06
93.7 ± 1.6%
22.7%
Student Technology Centers overall 4.12 ± .06 94.7 ± 1.5% 56.9%
Knowledge and ability of Student Technology Centers consultants 3.91 ± .07 90.8 ± 1.9% 40.8%
Courtesy and helpfulness of Student Technology Centers consultants 4.05 ± .07 90.0 ± 2.0% 43.1%
Student Technology Centers consulting overall 3.98 ± .07 91.3 ± 1.9% 41.8%
Center for Teaching and Learning (UL 1125) 3.96 ± .07 86.7 ± 2.3% 15.8%
Oncourse (Web-based distributed learning environment) 3.62 ± .10 80.4 ± 3.2% 76.9%[U,G,F]

23. UITS maintains the Residential Technology Centers located throughout campus housing (dormitories and apartments). In addition, Residential I.T. Services (RITS) provides in-room consulting appointments for help with your personal computer, as well as consulting in the Residential Technology Centers. If you live in campus housing and use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [only U,G who live in campus housing]

  Average Satisfaction Usage
Residential Technology Centers hardware (computers) 4.13 ± .42 98.3 ±11.9% 55.0%[U,G]
Residential Technology Centers software 3.97 ± .48 98.3 ±11.9% 55.0%[U,G]
Residential Technology Centers printing
4.15 ± .46
97.9 ±12.6%
46.0%[U,G]
Express Mail Stations
3.76 ± .67
78.3 ±28.5%
46.0%[U,G]
Residential Technology Centers overall 4.13 ± .53 98.3 ±11.9% 55.0%[U,G]
Knowledge and Ability of RITS consultants 4.50 ± .28 100 ± 4.2% 36.0%[U,G]
Courtesy and helpfulness of RITS consultants (in-room & RTC consulting) 4.60 ± .28 100 ± 4.2% 45.0%[U,G]
RITS Consulting overall 4.35 ± .49 97.9 ±12.6% 46.0%[U,G]

24. On average, how many hours a week do you use the Residential Technology Centers? [only U,G who live in campus housing]

  % Never % 1-5 hours % 6-10 hours % 11-15 hours % 16-20 hours % Over 20 hours
Undergraduates
54.5%
27.3%
18.2%
0.0%
0.0%
0.0%
Graduates
0.0%
0.0%
0.0%
0.0%
0.0%
100%

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

Average Satisfaction Usage
4.01 ± .06 94.0 ± 1.6% 67.8%

CLASSROOM TECHNOLOGY SERVICES

26. 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 selecting the appropriate response.

  Average Satisfaction Usage
Classroom Services staff 4.15 ± .15 89.7 ± 4.2% 48.6% [F]
Classroom Services classroom equipment 3.97 ± .14 89.5 ± 4.3% 51.6% [F]
Advanced Technology Classrooms 4.18 ± .13 91.7 ± 3.9% 38.0% [F]

27. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). Do you use this technology, or its support services?

Yes:

5.7% [F]

28. 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 selecting the appropriate response

  Average Satisfaction Usage
Your experience with the VIC technology 4.33 ± .51 91.7 ±19.5% 92.3% [F]
Support services for VIC 4.20 ± .61 90.0 ±21.9% 83.3% [F]

29. 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
3.65 ± .14 84.5 ± 4.9% 71.2% [F]

30. 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
3.93 ± .13 89.5 ± 4.2% 67.9% [F]

RESEARCH AND ACADEMIC COMPUTING

31. 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 selecting the appropriate response.

  Average Satisfaction Usage
Central research and high performance computers (Research SP, RDC, AVIDD Linux Cluster) 3.80 ± .09 87.4 ± 2.6% 7.3%[G,F,Staff]
Central instructional and general purpose Unix computers (Steel) 4.09 ± .06 91.9 ± 1.8% 11.9%
Support for high performance computing (hpc@indiana.edu) 4.01 ± .08 92.0 ± 2.2% 5.6%[G,F,Staff]
Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@indiana.edu, 278-4740) 4.14 ± .07 95.0 ± 1.8% 8.8%[G,F,Staff]
Unix Systems Support Group (USSG, 855-2627) (www.ussg.iu.edu) 3.99 ± .06 92.3 ± 1.8% 9.1%
Bioinformatics software and support (www.indiana.edu/~rac/bioinformatics/) 4.08 ± .08 88.1 ± 2.6% 4.8%[G,F,Staff]
AVL (Advanced Visualization Laboratory) (www.avl.iu.edu)
4.07 ± .11 86.2 ± 3.6% 6.1% [G,F]
Massive Data Storage Service (MDSS/HPSS) 4.12 ± .08 93.9 ± 1.9% 7.3%[G,F,Staff]
Common File System (CFS) Service 3.88 ± .06 94.5 ± 1.5% 15.3%

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

Average Satisfaction Usage
4.01 ± .05 97.1 ± 1.1% 38.6%

UNIVERSITY INFORMATION SERVICES

33. 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 selecting the appropriate response.

  Average Satisfaction Usage
Student Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid) 3.81 ± .12 90.8 ± 3.7% 42.9% [Staff]
Student Information Systems: Academic Advising Services 3.54 ± .09 83.3 ± 3.4% 23.1% [F,Staff]
Student Information Systems: Student Self Service (Register for Classes, My unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) 4.02 ± .10 91.0 ± 2.9% 98.2% [U,G]

Student Information Systems: Faculty Services (rosters, grades)

3.62 ± .13 86.3 ± 4.8% 53.7% [F]

Human Resources Management System (HRMS): E-Doc Services

3.77 ± .12 89.7 ± 3.9% 37.2% [Staff]
Human Resources Management System (HRMS): TIME - IU time keeping system 3.62 ± .10 84.8 ± 3.4% 19.1% [F,Staff]
Human Resources Management System (HRMS): Employee Self Service (Payroll Direct Deposit,
View Paycheck, Electronic W-2, etc.)
4.14 ± .08 92.1 ± 2.5% 82.5% [F,Staff]
Financial Information System (FIS) 3.86 ± .08 92.9 ± 2.4% 42.3% [F,Staff]
IU Information Environment including Financial Data Retrieval System 3.77 ± .09 87.7 ± 3.0% 36.7% [F,Staff]
Purchasing/Accounts Payable 3.58 ± .10 81.6 ± 3.6% 28.0% [F,Staff]
Library online catalog (INDYCAT/IUCAT) 3.90 ± .07 89.7 ± 2.0% 70.8%
OneStart Portal: Navigation/Usability 3.73 ± .07 87.3 ± 2.3% 83.5%

OneStart Portal: OneStart Calendar / Classifieds

3.89 ± .10 88.5 ± 3.2% 79.7% [U,G]

34. Overall, how satisfied are you with student support systems made available by University Information Services at IUPUI (e.g., student self-service, IUCAT, etc.)

Average Satisfaction Usage
3.99 ± .07 92.6 ± 2.1% 91.0%[U,G,F]

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

Average Satisfaction Usage
3.87 ± .07 95.3 ± 2.0% 81.9%[F,Staff]

NETWORK-BASED INFORMATION SERVICES

36. 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 selecting the appropriate response.

  Average Satisfaction Usage
Publishing on IUPUI Web servers (www.iupui.edu) 4.00 ± .06 94.2 ± 1.6% 37.2%
Browsing on IUPUI Web servers (www.iupui.edu) 3.99 ± .06 94.2 ± 1.6% 81.3%
Personal Web home pages (Steel, mypage.iu.edu) 3.99 ± .06 92.7 ± 1.8% 28.9%
IU Search (www.indiana.edu/resources/search.html) 3.79 ± .07 88.5 ± 2.1% 56.0%
IU Events Calendar (http://events.iu.edu) 3.94 ± .06 93.2 ± 1.7% 63.5%

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

Average Satisfaction Usage
3.89 ± .05 95.9 ± 1.3% 81.7%

DATA NETWORK SERVICES

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

  Average Satisfaction Usage
Dial-in modem services (278-5620, 278-5621) 3.88 ± .07 89.4 ± 2.1% 24.3%
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.22 ± .08 95.1 ± 2.1% 51.8%[F,Staff]
Speed of office, laboratory or classroom direct network connection (Ethernet data jack) 4.22 ± .08 96.3 ± 1.8% 56.5%[F,Staff]

Internet and Web (WWW) access

4.31 ± .05 97.5 ± 1.1% 64.1%
Data jack activations 4.09 ± .07 90.6 ± 2.0% 20.9%
Data jack repair services 4.12 ± .07 89.5 ± 2.1% 17.8%

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

Average Satisfaction Usage
4.12 ± .05 97.7 ± 1.0% 81.8%

40. UITS has installed approximately 1,500 wireless access points for PDA and laptop connectivity. Please indicate your overall satisfaction with this service by selecting the appropriate response.

Average Satisfaction Usage
3.79 ± .07 87.0 ± 2.2% 39.8%

VOICE SERVICES

41. 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 selecting the appropriate response.

  Average Satisfaction Usage
Campus Switchboard (274-5555 or 0) 3.80 ± .08 85.6 ± 2.4% 28.9%
Teleconference service provided by Campus Switchboard (274-5555 or 0) 4.16 ± .08 95.4 ± 2.0% 30.7%[F,Staff]
Printed Directory 3.81 ± .07 86.6 ± 2.3% 39.8%
Installation and repair of campus data jacks and telephones 4.11 ± .09 94.1 ± 2.2% 49.4%[F,Staff]
Campus office telephone equipment (single line sets, business sets, etc) 4.01 ± .08 92.5 ± 2.5% 73.5%[F,Staff]
Campus office telephone service 4.17 ± .07 95.6 ± 2.0% 83.0%[F,Staff]
Campus office telephone service consulting 4.13 ± .08 95.0 ± 2.1% 37.0%[F,Staff]
Campus office voice mail services 4.15 ± .08 93.4 ± 2.3% 85.0%[F,Staff]
Campus office long distance (274-6245) 4.23 ± .07 96.8 ± 1.7% 83.0%[F,Staff]
Pager Services
3.97 ± .09
91.3 ± 2.7%
34.5%[F,Staff]
Cellular telephone services 3.60 ± .12 81.3 ± 3.6% 19.0%[F,Staff]

42. Overall, how satisfied are you with the voice services offered by UITS during the past year (e.g., long distance services, telephone service, installation of services, features, equipment, voice mail, and Campus Switchboard)?

Average Satisfaction Usage
4.11 ± .07 96.2 ± 1.8% 89.4%[F,Staff]

GENERAL ASSESSMENT

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

Average Satisfaction Usage
3.89 ± .12 92.3 ± 3.8% 78.2%[F]

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

Average Satisfaction Usage
3.91 ± .09 93.6 ± 2.7% 70.7%[G,F]

45. How helpful has the information technology environment been in your learning experience at IUPUI?

Average Satisfaction Usage
4.02 ± .09 92.6 ± 2.7% 91.9%[U,G]

46. 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
2.40 ± .13 43.5 ± 5.0% 91.2%[U,G]

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

Average Satisfaction Usage
3.97 ± .05 94.6 ± 1.5% 94.9%