2007 UITS IUB 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, Bloomington (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"), and 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 IU Bloomington 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, library online catalog, computer network, Support Center consulting at 855-6789, Internet, IUIS, Decision Support Services)? [All]

Average Satisfaction Usage
4.15 ± .05 97.0 ± 1.1% 98.2%

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

Average Satisfaction Usage
4.23 ± .06 91.3 ± 1.9% 98.9%

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

Average Expertise (1=novice, 5=expert): 3.44 ± .06

4. Where do you live? [U,G]

  On-campus/Greek Housing Off-campus (apartment, house)
Undergrads 60.5% 39.5%
Graduates 18.9% 81.1%

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

Yes:

99.2%

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

  Percentage checked Responses
Computer Running Windows 89.3% 801
Apple Macintosh or compatible 13.7% 154
Unix workstation (including microcomputers running LINUX) 2.1% 38
Other 1.1% 20

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

  Percentage checked Responses
UITS modem pool (856-5200, 856-5202) 4.1% 100
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, etc.) 2.6% 38
Departmental modem pool or modem attached to office/laboratory workstation .4% 5

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

10.6% 195
Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Insight) 27.9% 325
Other 1.6% 24

 

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.

  Average Satisfaction Usage
WebMail/Cyrus [All] 3.86 ± .07 90.3 ± 2.1% 87.3%
Microsoft Exchange/Outlook [F,Staff] 4.23 ± .08 95.0 ± 2.2% 91.9%
Outlook Web Access [F,Staff] 3.81 ± .10 89.4 ± 3.3% 77.3%

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

  Undergrads Graduates Staff Faculty
WebMail/Cyrus [All] 82.7% 65.1% 4.7% 19.8%
Microsoft Exchange/Outlook [F,Staff] N/A N/A 79.1% 53.5%
Outlook Web Access [F,Staff] N/A N/A 13.4% 10.9%
Other  [All] 17.3% 34.9% 2.8% 15.8%

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

  Undergrads Graduates Staff Faculty
Always 20.9% 36.0% 8.8% 11.9%
Frequently 21.7% 35.5% 28.5% 17.0%
Occasionally 31.7% 21.8% 35.1% 30.4%
Never 25.7% 6.6% 27.6% 40.7%

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

  Average Satisfaction Usage
Anti-spam service to move spam e-mail into a special folder 3.86 ± .07 87.8 ± 2.2% 91.3%
Central e-mail list server (Listserv)? 3.91 ± .06 94.1 ± 1.6% 72.9%

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

Average Satisfaction Usage
4.07 ± .06 93.7 ± 1.6% 98.7%

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]

  Average Satisfaction Usage
Telephone consulting UITS Support Center (855-6789) 4.18 ± .06 94.3 ± 1.6% 55.6%
Walk-in consulting UITS Support Center (Information Commons Main Library) 4.15 ± .06 95.4 ± 1.4% 40.4%
Chat consulting UITS Support Center (http://ithelplive.iu.edu) 3.88 ± .07 91.6 ± 1.9% 18.2%
E-mail consulting UITS Support Center (ithelp@iu.edu) 4.03 ± .06 91.1 ± 1.9% 28.7%
Online support resources (Knowledge Base, http://uits.iu.edu/) 4.01 ± .06 92.5 ± 1.8% 52.5%
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 4.00 ± .06 92.7 ± 1.8% 44.4%
UITS electronic news (Monitor; IT@IU; News, Events, & Spotlight at uits.iu.edu) 3.75 ± .07 89.7 ± 2.1% 42.6%
IT awareness events (e.g. Making IT Happen, special IT seminars and lectures) 3.82 ± .07 92.2 ± 1.8% 27.7%
IT Training & Education: STEPS Instructor-led Computing Workshops 4.13 ± .06 97.5 ± 1.1% 18.7%
IT Training & Education: Self-study services (e.g., NETg and Microsoft eLearning courses, STEPS self-study materials, Oncourse Feature Demos 3.99 ± .06 93.4 ± 1.7% 21.0%
IUware online 4.41 ± .06 96.0 ± 1.4% 78.5%
Software deals  via IU contracts (e.g., Microsoft, Adobe) 4.43 ± .05 97.1 ± 1.2% 73.8%
Data Management Support (DMS, http://dms.indiana.edu: e.g., databases, spreadsheets, and GIS) 4.10 ± .06 95.4 ± 1.4% 27.6%

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

Average Satisfaction Usage
4.19 ± .05 98.1 ± .9% 94.5%

DEPARTMENTAL SUPPORT

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

Yes:

29.6%

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]

  Average Satisfaction Usage
Local Support Provider Services (Advanced Server & Desktop Consulting, e-mail support, LAN lab LSPS@IU.EDU) 3.79 ± .30 85.4 ±11.1% 66.7%
Education/Certification Classes for departmental computing support staff (EdCert) 3.45 ± .30 81.8 ±14.9% 45.8%

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

Average Satisfaction Usage
4.00 ± .23 90.9 ± 7.7% 89.2%

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.

  Average Satisfaction Usage
Student Technology Centers hardware (computers, scanners, etc.) [All] 4.21 ± .05 98.0 ± 1.0% 82.1%
Student Technology Centers software [All] 4.22 ± .05 97.0 ± 1.2% 75.6%
Black & white and color printing services[All] 4.06 ± .06 93.3 ± 1.7% 82.9%
Student Technology Centers consulting [All] 4.05 ± .06 94.7 ± 1.5% 51.9%
Infostations (public computer for brief stand-up e-mail sessions) [All] 4.24 ± .06 95.2 ± 1.5% 66.9%
Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307)[F] 4.21 ± .14 96.2 ± 3.1% 28.9%
Oncourse CL (Web-based distributed learning environment) [U,G,F] 3.71 ± .09 84.6 ± 2.9% 90.9%

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

Average Satisfaction Usage
4.16 ± .05 98.5 ± .9% 86.6%

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]

Average Satisfaction Usage
3.83 ± .16 85.7 ± 5.2% 18.4%

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]

Average Satisfaction Usage
3.58 ± .15 84.1 ± 5.4% 77.4%

RESEARCH AND ACADEMIC 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.

  Average Satisfaction Usage
Central research and high performance computers (Research SP, RDC, AVIDD Linux Cluster) [G,F,Staff] 3.90 ± .06 95.6 ± 1.7% 12.0%
Central instructional and general purpose Unix computers (Steel) [All] 4.00 ± .06 95.6 ± 1.4% 26.3%
Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@indiana.edu, 855-4724) [All] 3.88 ± .06 93.8 ± 1.7% 18.9%
Unix Systems Support Group (USSG, 855-2627)  (www.ussg.iu.edu) [All] 3.89 ± .06 93.1 ± 1.8% 15.7%
Massive Data Storage Service (MDSS/HPSS) [G,F,Staff] 3.73 ± .08 86.6 ± 2.8% 14.7%
Oncourse CL resources [All] 3.74 ± .08 84.8 ± 2.4% 71.8%

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

Average Satisfaction Usage
3.99 ± .06 95.7 ± 1.4% 69.2%

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.

  Average Satisfaction Usage
Student Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [Staff] 3.65 ± .14 83.1 ± 5.0% 49.4%
Student Information Systems: Academic Advising Services [F,Staff] 3.54 ± .12 78.8 ± 4.0% 19.3%
Student Information Systems: Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [U, G]
4.06 ± .09 94.2 ± 2.3% 98.1%

Student Information Systems: Faculty Services (rosters, grades) [F]

3.99 ± .13 93.4 ± 3.8% 72.5%

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

3.60 ± .14 81.5 ± 5.2% 34.5%
Human Resources Management System (HRMS): TIME - IU time keeping system  [F,Staff] 3.23 ± .12 69.2 ± 4.5% 25.7%
Human Resources Management System (HRMS): General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F,Staff]
4.19 ± .08 95.3 ± 2.1% 88.9%
Financial Information System (FIS) [F,Staff] 3.73 ± .10 86.7 ± 3.3% 42.2%
IU Information Environment including Financial Data Retrieval System  [Staff] 3.42 ± .16 75.9 ± 5.7% 46.4%
Purchasing/Accounts Payable [F,Staff] 3.55 ± .11 76.9 ± 4.1% 30.2%
Library online catalog (INDYCAT/IUCAT) [All] 3.88 ± .07 91.4 ± 1.9% 76.3%
OneStart Portal: Navigation/Usability [All] 3.72 ± .07 88.1 ± 2.2% 91.2%

OneStart Portal: OneStart Calendar / Classifieds [U, G]

3.70 ± .10 87.5 ± 3.2% 77.7%

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]

Average Satisfaction Usage
3.97 ± .07 93.6 ± 2.0% 94.6%

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

Average Satisfaction Usage
3.88 ± .11 94.1 ± 3.1% 89.5%

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]

  Average Satisfaction Usage
Publishing on IU Web servers (www.indiana.edu) 3.96 ± .06 92.1 ± 1.9% 49.0%
Personal Web home pages (Steel, mypage.iu.edu) 3.77 ± .06 90.8 ± 2.0% 44.1%
IU Search (www.indiana.edu/search/) 3.48 ± .08 78.9 ± 2.8% 69.0%
Wireless access points available on campus 3.63 ± .08 81.1 ± 2.7% 70.1%

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.

  Average Satisfaction Usage
Campus housing voice mail services [U,G] 3.49 ± .19 77.7 ± 6.3% 47.2%
Campus housing telephone customer service [U,G] 3.44 ± .20 74.4 ± 6.6% 43.2%
Campus Switchboard (855-4848 or 0) [All] 4.15 ± .07 92.3 ± 1.8% 39.8%
Teleconference service provided by Campus Switchboard (855-4848 or 0) [F, Staff] 4.15 ± .09 94.7 ± 2.3% 29.1%
Installation and repair of campus data jacks and telephones [F, Staff] 4.13 ± .08 95.4 ± 2.1% 46.5%
Campus office telephone equipment (single line sets, business sets, etc) [F, Staff] 3.82 ± .09 91.6 ± 2.8% 74.1%
Campus office telephone service [F, Staff] 4.03 ± .09 93.4 ± 2.5% 78.5%
Campus office telephone customer support [F, Staff] 4.02 ± .10 93.1 ± 2.6% 52.2%
Campus office voice mail services [F, Staff] 3.77 ± .11 87.5 ± 3.3% 76.6%
Campus office long distance [F, Staff] 4.03 ± .09 94.0 ± 2.4% 77.7%

GENERAL ASSESSMENT

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

Average Satisfaction Usage
3.95 ± .13 93.9 ± 3.7% 79.1%

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

Average Satisfaction Usage
4.06 ± .09 94.6 ± 2.4% 88.1%

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

Average Satisfaction Usage
3.97 ± .08 94.5 ± 2.3% 97.0%

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

Average Satisfaction Usage
4.07 ± .06 95.0 ± 1.5% 96.1%