2008 UITS IUB User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

Click here for aprintable 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"), 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., Support Center Consulting at 855-6789, Student Technology Centers, electronic mail, Internet, research computers, library online catalog, computer network, and administrative systems? [All]

Average Satisfaction Usage
4.11 ± .06 95.3 ± 1.5% 95.0%

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

Average Satisfaction Usage
4.32 ± .07 93.9 ± 1.7% 96.8%

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

Average Expertise (1=novice, 5=expert): 3.34 ± .06

4. Where do you live [U, G]

  On-campus/Greek housing Off-campus (apartment, house)
Undergrads 46.8% 53.2%
Graduates 10.9% 89.1%

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

Yes: 96.8%

6. What type of computer do you have at your residence? [All]

  Percentage checked Responses
Only Workstation 13.6% 137
Only Laptop 59.9% 325
Both Workstation and Laptop 26.5% 289

7. What operating system/s do you have on the residence computer? (Please select all that apply.) [All]

  Percentage checked Responses
Windows Vista 22.9% 173
Windows XP 64.7% 540
Windows [other] 3.4% 38
Mac OS X 10.5 9.7% 68
Mac OS X 10.4 8.5% 77
Mac OS X [other] 3.9% 34
Mac OS 9 or older .5% 11
Linux 3.2% 40
Unix .5% 9
Other system/s (please specify): _________ 1.0% 8

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

  Percentage checked Responses
UITS modem pool (856-5200, 856-5202) 12.0% 68
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, etc.) 5.1% 29
Departmental modem pool or modem attached to office/laboratory workstation 1.6% 6
Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Blue Marble, SBC, HoosierNet, etc.) 25.6% 155
Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Insight) 49.9% 338
Other (please specify) 4.3% 25


ELECTRONIC MAIL

9. 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] 3.76 ± .08 84.8 ± 2.8% 78.3%
Microsoft Exchange/Outlook [F,Staff] 4.33 ± .08 96.0 ± 2.1% 87.6%
Outlook Web Access [F,Staff] 3.92 ± .10 92.2 ± 3.1% 74.6%

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

  Undergrads Graduates Staff Faculty
WebMail/Cyrus [All] 79.8% 60.2% 4.6% 14.9%
Microsoft Exchange/Outlook [F,Staff] N/A N/A 77.0% 49.4%
Outlook Web Access [F,Staff] N/A N/A 14.3% 16.1%
Other (please specify) [All] 20.2% 39.8% 4.1% 19.5%

11. 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 19.6% 34.6% 11.8% 6.3%
Frequently 27.2% 35.6% 28.3% 25.1%
Occasionally 29.3% 20.9% 28.8% 36.0%
Never 23.9% 8.9% 31.1% 32.6%

12. 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 3.90 ± .08 86.5 ± 2.5% 89.2%
Central e-mail list server (Listserv)? 3.89 ± .07 92.6 ± 1.9% 75.3%

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

Average Satisfaction Usage
4.01 ± .07 89.6 ± 2.2% 97.8%


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. [All]

  Average Satisfaction Usage
Telephone consulting UITS Support Center (855-6789) 4.13 ± .07 92.8 ± 1.9% 53.9%
Walk-in consulting UITS Support Center (Information Commons Main Library) 3.98 ± .07 89.9 ± 2.2% 41.0%
Chat consulting UITS Support Center (http://ithelplive.iu.edu) 3.93 ± .07 92.5 ± 2.0% 20.6%
E-mail consulting UITS Support Center (ithelp@iu.edu) 3.95 ± .07 93.1 ± 1.9% 29.1%
Online support resources (Knowledge Base, http://uits.iu.edu) 3.93 ± .07 93.4 ± 1.8% 54.4%
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 3.91 ± .06 93.8 ± 1.8% 45.4%
IT Training & Education: STEPS Instructor-led Computing Workshopss 3.77 ± .08 84.6 ± 2.6% 18.5%
IT Training & Education: Self-study services (e.g., NETg and Microsoft eLearning courses, STEPS self-study materials, Oncourse Feature Demos) 3.55 ± .08 79.6 ± 3.0% 18.6%
IUware online 4.47 ± .06 96.6 ± 1.4% 78.1%
Software deals via IU contracts (e.g., Microsoft, Symantec) 4.32 ± .06 95.2 ± 1.6% 72.0%
Data Management Support (DMS, http://dms.indiana.edu; e.g., databases, spreadsheets, and GIS) 4.01 ± .06 94.6 ± 1.7% 27.1%

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

Average Satisfaction Usage
4.15 ± .05 97.4 ± 1.2% 90.5%


USER COMMUNICATION

16. UITS communicates with students, faculty, staff, and external audiences through a variety of media and activities. If you have received information from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. [All]

  Average Satisfaction Usage
UITS electronic news (Monitor; IT@IU; News, Events, & Spotlight at uits.iu.edu) 3.70 ± .07 89.6 ± 2.2% 62.3%
IT awareness events (e.g., Making IT Happen, special IT conferences and presentations) 3.46 ± .07 85.1 ± 2.6% 34.2%

17. Overall, how satisfied are you with UITS user communication at IUB? [All]

Average Satisfaction Usage
3.92 ± .06 94.5 ± 1.7% 83.3%


DEPARTMENTAL SUPPORT

18. Are you registered with UITS as a Local Support Provider (LSP) or IT Manager? LSPs and IT Managers provide IT support to faculty and staff in a school/department. [Staff]

Yes: 10.8%

19. UITS provides a range of support and services directly to university departments. If you are a registered LSP/IT Manager 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 (lsps@iu.edu, advanced server & desktop consulting, e-mail support, LSP Online-https://lsps.iu.edu/lsponline, LSP TechTalk/Infoshare sessions) 4.07 ± .52 80.0 ± 19.4% 68.2%
Technical training and professional development opportunities (EdCert) 3.75 ± .54 66.7 ± 22.4% 54.5%


INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

20. 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 ± .06 96.2 ± 1.4% 79.3%
Student Technology Centers software [All] 4.25 ± .05 97.1 ± 1.3% 70.6%
Black & white and color printing services[All] 4.08 ± .07 91.0 ± 2.1% 79.9%
Student Technology Centers consulting [All] 3.89 ± .07 90.8 ± 2.1% 50.5%
Campus In-room Residential consulting and Residential Technology Centers consulting [U,G] 3.97 ± .10 92.2 ± 2.9% 45.1%
Infostations (public computer for brief stand-up e-mail sessions) [All] 4.32 ± .06 97.2 ± 1.2% 61.4%
Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307) [F] 4.36 ± .11 98.2 ± 2.3% 32.2%
Media Design and Production provides a wide variety of services to the system-wide university community such as web development, video and audio production, photography, media conversion, and graphic design and animation. How satisfied are you with the quality of the services provided by media Design and Production? [F,S]] 3.91 ± .11 87.3 ± 3.4% 10.7%

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

Average Satisfaction Usage
4.05 ± .05 98.1 ± 1.0% 75.2%

CLASSROOM TECHNOLOGY SERVICES

22. UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment, delivery of equipment, classroom technology support staff) designed to facilitate the use of information technologies in the classroom. Overall, how satisfied are you with the quality of these services? [F]

Average Satisfaction Usage
4.10 ± .14 94.1 ± 3.7% 76.0%


RESEARCH TECHNOLOGIES

23. 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 (Big Red, Libra, Quarry and RDC clusters) [G,F,Staff] 4.07 ± .07 97.2 ± 1.5% 11.6%
Central instructional and general purpose Unix computers (Steel/Quarry) [All] 3.86 ± .06 94.0 ± 1.8% 20.2%
Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@indiana.edu, 855-4724) [All] 3.88 ± .07 93.0 ± 1.9% 15.7%
Massive Data Storage Service (MDSS/HPSS) [G,F, Staff] 3.89 ± .08 94.6 ± 1.9% 11.3%
RFS (Research File System) [G,F,Staff] 3.97 ± .07 95.4 ± 1.8% 9.3%

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

Average Satisfaction Usage
4.14 ± .05 98.6 ± .9% 46.4%


ENTERPRISE SOFTWARE

25. Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Academic Systems: Student Information Systems Average Satisfaction Usage
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff] 3.77 ± .10 88.3 ± 3.4% 48.1%
Academic Advising Services [F, Staff] 3.52 ± .11 84.4 ± 3.8% 18.9%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [U, G] 3.99 ± .11 88.0 ± 3.5% 97.4%
Faculty Services (rosters, grades) [F] 3.73 ± .16 87.0 ± 5.3% 76.6%
Oncourse CL (Web-based distributed learning environment) [U,G,F] 3.77 ± .10 82.6 ± 3.3% 93.9%
Library online catalog (INDYCAT/IUCAT) [All] 3.90 ± .07 91.8 ± 2.0% 81.9%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [Staff] 3.74 ± .15 84.9 ± 5.2% 42.4%
TIME - IU time keeping system [F, Staff] 3.40 ± .13 73.9 ± 4.6% 37.3%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 4.16 ± .10 92.8 ± 2.7% 91.2%

Business Systems: Fiscal Systems Average Satisfaction Usage
Financial Information System (FIS) [F, Staff] 3.86 ± .11 86.3 ± 3.6% 36.3%
Purchasing/Accounts Payable [F, Staff] 3.75 ± .12 85.1 ± 3.7% 24.3%
Travel System [F, Staff] 3.43 ± .13 78.6 ± 4.3% 28.8%
Maintenance Management System (MMS) [Staff] 3.13 ± .17 75.0 ± 6.2% 7.8%
E-Commerce Systems [All] 3.90 ± .07 89.6 ± 2.3% 20.4%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [Staff] 3.61 ± .14 86.9 ± 4.9% 52.2%
User eXperience Group (UXG) [Staff] 3.60 ± .11 100 ± .2% 2.5%
OneStart Portal: Navigation/Usability [All] 3.56 ± .08 82.0 ± 2.8% 92.5%
OneStart Calendar / Classifieds [U, G] 3.59 ± .12 82.3 ± 4.1% 79.8%

26. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUB (e.g., Oncourse CL, student self-service, IUCAT, etc.) [U,G,F]

Average Satisfaction Usage
3.78 ± .08 89.6 ± 2.6% 96.0%

27. Overall, how satisfied are you with the business systems available at IUB? [Staff]

Average Satisfaction Usage
3.68 ± .12 90.6 ± 4.2% 77.2%


NETWORK-BASED SERVICES

28. 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) 3.79 ± .07 92.7 ± 1.9% 42.0%
Personal Web home pages (Steel/Mercury, mypage.iu.edu) 3.73 ± .07 92.8 ± 1.9% 34.8%
IU Search (search.iu.edu) 3.47 ± .08 80.9 ± 2.9% 66.4%
Wireless access points available on campus 3.62 ± .08 81.1 ± 2.9% 75.4%
Video conferencing (polycom and video bridges) [F,Staff] 3.92 ± .09 91.5 ± 2.9% 26.4%

29. UITS provides campus networking, dial-in modems, data activations, and repair services. Overall, how satisfied are you with such network services available at IUB? [All]

Average Satisfaction Usage
3.84 ± .06 93.3 ± 1.9% 64.3%


VOICE SERVICES

30. 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] 3.33 ± .12 76.4 ± 4.5% 27.8%
Campus housing telephone customer service [U,G] 3.40 ± .11 79.7 ± 4.3% 24.5%
Campus Switchboard (855-4848 or 0) [All] 4.04 ± .07 91.2 ± 2.1% 37.3%
Teleconference service provided by Campus Switchboard (855-4848 or 0) [F, Staff] 4.42 ± .09 97.1 ± 1.8% 17.6%
Installation and repair of campus data jacks and telephones [F, Staff] 4.21 ± .09 94.8 ± 2.4% 49.4%
Campus office telephone equipment (single line sets, business sets, etc.) [F, Staff] 3.94 ± .11 89.7 ± 3.2% 73.6%
Campus office telephone service [F, Staff] 4.12 ± .09 96.2 ± 2.1% 77.7%
Campus office telephone customer support [F, Staff] 4.05 ± .10 93.1 ± 2.7% 53.1%
Campus office voice mail services [F, Staff] 3.89 ± .12 86.5 ± 3.6% 75.0%
Campus office long distance [F, Staff] 4.20 ± .10 94.6 ± 2.4% 73.1%


GENERAL ASSESSMENT

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

Average Satisfaction Usage
4.00 ± .15 92.8 ± 4.1% 77.5%

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

Average Satisfaction Usage
4.12 ± .09 95.4 ± 2.3% 85.4%

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

Average Satisfaction Usage
4.09 ± .09 95.8 ± 2.2% 93.9%

34. 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
4.03 ± .05 97.6 ± 1.1% 96.0%