UITS

IUB USER SATISFACTION SURVEY

MASTER 2007

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Welcome to the Information Technology User Satisfaction Survey 2007

To open the survey, please enter your Survey ID and Password in the boxes below and click on the "Login" button. If you have any problems accessing the survey, please e-mail csr@indiana.edu or call 1-888-226-9234.

Study Information

This survey of IUB faculty, staff and students is being conducted to assess and improve the services that UITS offers. Your judgments about the quality of our services are important because they help us identify the areas in which we are succeeding, point to the services we need to improve, and highlight the areas in which we need to offer new services. Your considered evaluation of our services is even more important because of the continuing reduction in funding for UITS and its services by the State. Please be assured that your answers are confidential and no individual’s answers will ever be identified in any report. Your participation is voluntary. Your decision to participate will in no way affect your standing with the university.

If you need to exit the survey before finishing, you can return at a later time. When you return, use the "Continue" button to review your previous answers and return to where you exited. You may also view a PDF of the complete survey questionnaire or print this screen. If you have any questions or concerns about the study, please e-mail csr@indiana.edu.

1. I agree, proceed.

2. I do not wish to participate.


UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY BLOOMINGTON - MASTER 2007

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, library online catalog, computer network, Support Center consulting at 855-6789, Internet, IUIS, Decision Support Services)? [All]

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? [All]

Not at all important

     

Very important

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8

3.        How would you rate your computer expertise? [All]

Novice

     

Expert

1

2

3

4

5

4.        Where do you live?  [U,G]  (if on-campus/Greek housing is not selected, skip Question #5b) answer 5a but not b.

On-campus/Greek Housing

Off-campus (apartment, house)

5.        Do you have a computer at your residence? [All]

Yes

No   ®  (if “No,” please go to Question #6)

a. What type of computer do you have at your residence? (Please select all that apply.) 

1.           Computer Running Windows                     

2.           Apple Macintosh or compatible

3.           Unix workstation (including microcomputers running LINUX)

4.           Other (please specify): ____________________________________


  b. If you access the IUB computing systems from your off-campus residence, indicate the service you use. (Please select all that apply.)

1.           UITS modem pool  (856-5200, 856-5202)

2.           Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, etc.)

3.           Departmental modem pool or modem attached to office/laboratory workstation

4.           Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Blue Marble, SBC, HoosierNet, etc.)

5.           Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Insight)

6.           Other (Please specify): ________________________________________________

Electronic Mail

6.        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.

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

WebMail/Cyrus [All]

1

2

3

4

5

7

8

Microsoft Exchange/Outlook [F,Staff]

1

2

3

4

5

7

8

Outlook Web Access [F,Staff]

1

2

3

4

5

7

8

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

                 WebMail/Cyrus [All]    Microsoft Exchange/Outlook [F,Staff]   Outlook Web Access [F,Staff]                         

Other (Please specify): _________________[All]

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

                                                                Always   Frequently            Occasionally         Never

9.        How satisfied are you with the following e-mail services? [All]

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

Anti-spam service to move spam e-mail into a special folder

1

2

3

4

5

7

8

Central e-mail list server (Listserv)?

1

2

3

4

5

7

8

10.     Overall, how satisfied are you with the electronic mail systems available at IUB? [All]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8


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 selecting the appropriate response. [All]

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard

of service

Telephone consulting UITS Support Center (855-6789)

1

2

3

4

5

7

8

Walk-in consulting UITS Support Center (Information Commons Main Library)

1

2

3

4

5

7

8

Chat consulting UITS Support Center (http://ithelplive.iu.edu)

1

2

3

4

5

7

8

E-mail consulting UITS Support Center (ithelp@iu.edu)

1

2

3

4

5

7

8

Online support resources (Knowledge Base, http://uits.iu.edu/)

1

2

3

4

5

7

8

Online account creation process for central UITS computers (https://itaccounts.iu.edu/)

1

2

3

4

5

7

8

UITS electronic news (Monitor; IT@IU; News, Events, & Spotlight at uits.iu.edu)

1

2

3

4

5

7

8

IT awareness events (e.g. Making IT Happen, special IT seminars and lectures)

1

2

3

4

5

7

8

IT Training & Education:

STEPS Instructor-led Computing Workshops

Self-study services (e.g., NETg and Microsoft eLearning courses, STEPS self-study materials, Oncourse Feature Demos)

1

1

2

2

3

3

4

4

5

5

7

7

8

8

IUware online

             

Software deals  via IU contracts (e.g., Microsoft, Adobe)

1

2

3

4

5

7

8

Data Management Support (DMS, http://dms.indiana.edu: e.g., databases, spreadsheets, and GIS)

1

2

3

4

5

7

8

12.     Overall, how satisfied are you with the user support services available at IUB? [All]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8

Departmental Support

13.     Does your position at IUB require you to provide IT support to faculty and staff in your school/department? [Staff] Notice that this staff only.

Yes

No  ® (if “No,” please go to Question #15)


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

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

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

1

2

3

4

5

7

8

Education/Certification Classes for departmental computing support staff (EdCert)

1

2

3

4

5

7

8

15.     Overall, how satisfied are you with departmental IT support services available at IUB? [Staff]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8

Instructional and Student Computing Services

16.     UITS maintains a large number of computer facilities and services designated to facilitate student learning and enhance instruction.  If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

Student Technology Centers hardware (computers, scanners, etc.) [All]

1

2

3

4

5

7

8

Student Technology Centers software [All]

1

2

3

4

5

7

8

Black & white and color printing services[All]

1

2

3

4

5

7

8

Student Technology Centers consulting [All]

1

2

3

4

5

7

8

Infostations (public computer for brief stand-up e-mail sessions) [All]

1

2

3

4

5

7

8

Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307)[F]

1

2

3

4

5

7

8

Oncourse CL (Web-based distributed learning environment) [U,G,F]

1

2

3

4

5

7

8

17.     Overall, how satisfied are you with UITS instructional and student computing services available at IUB? [All]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8


Classroom Technology Services

18.     UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology, and its support services, please indicate your overall satisfaction by selecting the appropriate response. [F]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8

19.     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)?  [F]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8

Research Computing                                         

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 selecting the appropriate response.

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

Central research and high performance computers (Research SP, RDC, AVIDD Linux Cluster) [G,F,Staff]

1

2

3

4

5

7

8

Central instructional and general purpose Unix computers (Steel)  [All]

1

2

3

4

5

7

8

Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@indiana.edu, 855-4724)  [All]

1

2

3

4

5

7

8

Unix Systems Support Group (USSG, 855-2627)  (www.ussg.iu.edu)  [All]

1

2

3

4

5

7

8

Massive Data Storage Service (MDSS/HPSS)  [G,F, Staff]

1

2

3

4

5

7

8

Oncourse CL resources [All]

1

2

3

4

5

7

8

21.     Overall, how satisfied are you with the UITS research computing services available at IUB? [All]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8


University Information Services

22.       Through the University Information Systems 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.

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

Student Information Systems

       General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [Staff]

1

2

3

4

5

7

8

      Academic Advising Services  [F,Staff]

1

2

3

4

5

7

8

      Student Self Service (Register for Classes, My

      Unofficial Transcript, My Bursar Account, Make

      a Payment, My Financial Aid Account Summary,

      etc.) [U, G]

1

2

3

4

5

7

8

      Faculty Services (rosters, grades) [F]

1

2

3

4

5

7

8

Human Resources Management System (HRMS):

     E-Doc Services [Staff]

1

2

3

4

5

7

8

     TIME - IU time keeping system [F,Staff]

1

2

3

4

5

7

8

     General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic

W-2, etc.) [F,Staff]

1

2

3

3

5

7

8

Financial Information System (FIS) [F,Staff]

1

2

3

4

5

7

8

IU Information Environment including Financial Data Retrieval System [Staff]

1

2

3

4

5

7

8

Purchasing/Accounts Payable [F,Staff]

1

2

3

4

5

7

8

Library online catalog (INDYCAT/IUCAT) [All]

1

2

3

4

5

7

8

OneStart Portal

      Navigation/Usability  [All]

1

2

3

4

5

7

8

      OneStart Calendar/Classifieds [U, G]

1

2

3

4

5

7

8

23.     Overall, how satisfied are you with student support systems made available by University Information Services at IUB? (e.g., student self-service, IUCAT, etc.) [U,G,F]    

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8


24.     Overall, how satisfied are you with the administrative support systems available at IUB? [Staff]

Not at all satisfied

     

Very satisfied

Cannot evaluate

Never heard of service

1

2

3

4

5

7

8

Network-based Information Services

25.     UITS supports access to and use of various web services and tools.  If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [All]

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

Publishing on IU Web servers (www.indiana.edu)

1

2

3

4

5

7

8

Personal Web home pages (Steel, mypage.iu.edu)

1

2

3

4

5

7

8

IU Search (www.indiana.edu/search/)

1

2

3

4

5

7

8

Wireless access points available on campus

1

2

3

4

5

7

8

Voice Services

26.     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.

 

Not at all satisfied

 

Very satisfied

Cannot evaluate

Never heard of service

Campus housing voice mail services [only U,G who live in campus housing]

1

2

3

4

5

7

8

Campus housing telephone customer service [only U,G who live in campus housing]

1

2

3

4

5

7

8

Campus Switchboard (855-4848 or 0)  [All]

1

2

3

4

5

7

8

Teleconference service provided by Campus Switchboard (855-4848 or 0) [F, Staff]

1

2

3

4

5

7

8

Installation and repair of campus data jacks and telephones [F, Staff]

1

2

3

4

5

7

8

Campus office telephone equipment (single line sets, business sets, etc) [F, Staff]

1

2

3

4

5

7

8

Campus office telephone service  [F, Staff]

1

2

3

4

5

7

8

Campus office telephone customer support [F, Staff]

1

2

3

4

5

7

8

Campus office voice mail services [F, Staff]

1

2

3

4

5

7

8

Campus office long distance [F, Staff]

1

2

3

4

5

7

8

General Assessment

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

Not at all satisfied

     

Very satisfied

Cannot evaluate

1

2

3

4

5

7

28.     How helpful has the information technology environment at IUB been in your research activities? [G,F]

Not at all satisfied

     

Very satisfied

Cannot evaluate

1

2

3

4

5

7

29.     How helpful has the information technology environment been in your learning experience at IUB? [U,G]

Not at all satisfied

     

Very satisfied

Cannot evaluate

1

2

3

4

5

7

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

Not at all satisfied

     

Very satisfied

Cannot evaluate

1

2

3

4

5

7

Improvements and Suggestions

31.     Are there additional comments you would like to make about University Information Technology Services? [All]

32.     If you need an IT staff to contact you to discuss with you any aspect of IT services at IUB, please provide the information
requested below. This information will be passed on to UITS, but your survey responses will remain confidential.
[All]

Name: __________________                Phone: __________________

E-mail:  __________________              Question/problem related to: __________________

THANKS FOR SHARING YOUR VIEWS!

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