2011 UITS IUB User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

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, Staff 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 and computer networking services 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
4.21 ± .05 96.9 ± 1.3% 98.1%

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

Average Satisfaction Usage
4.45 ± .06 97.4 ± 1.2% 99.2%

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

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

4. Do you live on campus?[U, G]

  Yes No
Undergrads 67.0% 33.0%
Graduates 18.2% 81.8%

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

 

Yes: 99.1%

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

  Percentage checked Responses
Only Workstation 4.6% 82
Only Laptop (netbook or mini notebook) 71.7% 404
Both Workstation and Laptop 23.7% 305

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

  Percentage checked Responses
Windows 7 48.4% 384
Windows Vista 19.2% 165
Windows XP 15.6% 227
Windows (other) 1.0% 14
Mac OS X 10.6 20.8% 154
Mac OS X 10.5/10.4 10.0% 87
Mac OS X (other) 3.3% 19
Mac OS 9 or older .5% 10
Linux 3.4% 37
Unix .1% 3
Other system/s (please specify): __________ .6% 12

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) 1.7% 18
Departmental modem pool or modem attached to office/laboratory workstation 1.5% 12
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, etc.) 1.4% 9
Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Bluemarble, AT&T, etc.) 15.8% 236
Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Comcast, etc.) 24.6% 296
Other (Please specify) 1.9% 35

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
Imail/Umail [U, G] 4.36 ± .08 97.9 ± 1.6% 92.8%
WebMail/Cyrus [F, Staff] 3.68 ± .12 84.5 ± 4.1% 37.9%
Microsoft Exchange/Outlook [F, Staff] 4.33 ± .08 97.0 ± 1.8% 87.1%
Outlook Web Access [F, Staff] 3.85 ± .11 89.9 ± 3.1% 78.2%

10. Which UITS supported e-mail system do you use most often [F, Staff]?

  Faculty Staff
WebMail/Cyrus 27.9% 7.6%
Microsoft Exchange/Outlook 60.0% 85.2%
Outlook Web Access 12.1% 7.2%

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

  Undergrads Graduates Staff Faculty
Always 29.1% 57.1% 10.2% 20.8%
Frequently 30.2% 28.6% 32.8% 29.4%
Occasionally 32.7% 9.1% 37.9% 27.9%
Never 8.0% 5.1% 19.1% 21.8%

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

  Average Satisfaction Usage
Anti-spam service to move spam e-mail into a special folder 4.17 ± .06 94.9 ± 1.6% 85.4%
Central e-mail list server (Listserv)? 4.02 ± .06 96.8 ± 1.3% 75.8%

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

Average Satisfaction Usage
4.34 ± .05 99.0 ± .8% 94.4%

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(855-6789) 4.12 ± .06 94.3 ± 1.7% 47.7%
Walk-in consulting (Information Commons Main Library) 4.24 ± .06 95.4 ± 1.5% 48.5%
Chat consulting (http://ithelplive.iu.edu) 4.12 ± .07 91.9 ± 2.0% 29.5%
E-mail consulting (ithelp@iu.edu 4.23 ± .06 97.9 ± 1.1% 28.3%
Online support resources (Knowledge Base, http://uits.iu.edu) 4.01 ± .06 93.9 ± 1.7% 67.8%
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 4.06 ± .07 93.0 ± 1.8% 49.0%
IT Training instructor-led training (e.g., STEPS workshops and certificate series, IT Training Live! webinars) 4.26 ± .06 96.2 ± 1.4% 24.5%
IT Training self-study services (e.g., lynda.com, STEPS downloadable workshop materials, Skillsoft and Microsoft eLearning courses, IT Training Tips blog, OnCourse Feature Demos) 4.33 ± .06 96.9 ± 1.3% 31.9%
IUware online 4.55 ± .05 98.7 ± .8% 86.7%
Software deals via IU contracts (e.g., Microsoft , Adobe, Symantec) 4.62 ± .05 98.7 ± .9% 81.0%

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

Average Satisfaction Usage
4.34 ± .05 99.0 ± .7% 93.8%

USER COMMUNICATION

16. UITS communicates with students, faculty, staff, and external audiences through a variety of media and activities. If you have seen 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 email newsletter, uitsnews.iu.edu, IT@IU, nu2it.iu.edu, Facebook, Twitter, RSS, News & Spotlight sections at uits.iu.edu) 3.88 ± .06 94.5 ± 1.6% 81.2%
IT awareness events (e.g., Making IT Happen TechFest, special IT conferences and presentations) 3.73 ± .07 90.4 ± 2.1% 45.7%

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

Average Satisfaction Usage
4.12 ± .05 97.3 ± 1.2% 87.4%

 

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

18. 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] 4.28 ± .05 97.8 ± 1.1% 82.0%
Student Technology Centers: Software [All] 4.43 ± .05 99.3 ± .7% 82.9%
Student Technology Centers: Black & white and color printing services[All] 3.93 ± .08 87.4 ± 2.4% 81.8%
Student Technology Centers: Consulting [All] 4.04 ± .06 94.6 ± 1.7% 56.1%
Campus In-room Residential consulting and Residential Technology Centers consulting [U,G] 4.05 ± .09 94.0 ± 2.6% 47.5%
Infostations (conveniently located stand up email stations)[All] 4.21 ± .06 97.1 ± 1.2% 55.3%
Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307) [F] 4.35 ± .13 94.2 ± 3.6% 27.5%
Media Design and Production (University system-wide web development, video and audio production, graphic design and animation, photography, and media conversion services. [F, Staff] 4.02 ± .10 88.6 ± 3.2% 11.0%

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

Average Satisfaction Usage
4.26 ± .05 97.5 ± 1.2% 74.0%

CLASSROOM TECHNOLOGY SERVICES

20. UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment, delivery of equipment, classroom technology support S) 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
4.20 ± .12 97.2 ± 2.6% 73.3%


RESEARCH TECHNOLOGIES

21. 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, Quarry, and RDC clusters) [F, Staff, G] 4.16 ± .08 92.9 ± 2.2% 14.6%
Center for Statistical and Mathematical Computing (Stat/Math Center, statmath@indiana.edu, 855-4724) [All] 4.08 ± .06 94.0 ± 1.7% 20.1%
Massive Data Storage Service (MDSS/HPSS) [F, Staff, G] 4.16 ± .07 93.5 ± 2.1% 16.2%
Advanced Visualization Laboratory (AVL); www.avl.iu.edu [F, Staff, G] 4.32 ± .07 97.8 ± 1.3% 7.8%
Support for software applications using IU's high performance computing resources [F, Staff, G] 4.11 ± .08 93.3 ± 2.1% 15.2%
Support for life sciences research (Bioinformatics and the Center for Computational Cytomics) [F, Staff, G] 3.91 ± .08 91.5 ± 2.3% 8.3%

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

Average Satisfaction Usage
4.17 ± .06 95.5 ± 1.5% 50.0%

ENTERPRISE SOFTWARE

23. 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] 3.92 ± .09 92.8 ± 2.6% 40.4%
Academic Advising Services [F, Staff] 3.90 ± .09 93.1 ± 2.6% 19.4%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [G, U] 3.97 ± .10 91.9 ± 2.9% 98.4%
Faculty Services (rosters, grades) [F] 4.01 ± .13 93.2 ± 3.8% 76.6%
Oncourse CL (Web-based distributed learning environment) [F, G, U] 3.97 ± .08 90.8 ± 2.5% 93.9%
Library online catalog (INDYCAT/IUCAT) [All] 3.93 ± .07 90.7 ± 2.1% 80.1%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [Staff] 4.15 ± .11 96.7 ± 2.6% 53.1%
TIME - IU time keeping system [F, Staff] 3.70 ± .11 85.5 ± 3.5% 69.0%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 4.19 ± .09 95.0 ± 2.2% 95.2%
Faculty Annual Report (FAR) [F, Staff] 3.29 ± .13 71.5 ± 4.5% 37.1%

Business Systems: Fiscal Systems Average Satisfaction Usage
Financial Information System (FIS) [F, Staff] 3.76 ± .10 86.9 ± 3.4% 41.6%
Purchasing/Accounts Payable [F, Staff] 3.79 ± .10 88.3 ± 3.2% 31.0%
Travel System [F, Staff] 3.39 ± .11 77.2 ± 4.2% 51.7%
Maintenance Management System (MMS) [Staff] 3.17 ± .16 73.9 ± 6.0% 10.5%
E-Commerce Systems [All] 3.79 ± .07 91.9 ± 2.0% 23.8%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [Staff] 3.75 ± .13 91.1 ± 3.9% 44.9%
User eXperience Group (UXG) [Staff] 3.67 ± .20 83.3 ± 5.1% 2.7%
OneStart Portal: Navigation/Usability [All] 3.86 ± .07 90.2 ± 2.1% 98.1%
OneStart Calendar / Classifieds [G, U] 3.87 ± .11 89.6 ± 3.3% 87.1%

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

Average Satisfaction Usage
4.06 ± .07 93.7 ± 2.1% 97.8%

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

Average Satisfaction Usage
3.89 ± .11 95.4 ± 2.9% 84.1%

NETWORK-BASED SERVICES

26. UITS supports access to and use of various web services, wireless access, and video conferenceing. 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) 3.99 ± .06 94.6 ± 1.7% 38.1%
Personal Web home pages (Mercury, mypage.iu.edu) 3.83 ± .08 89.7 ± 2.2% 33.0%
IU Search (search.iu.edu) 3.73 ± .08 87.3 ± 2.4% 55.9%
Wireless access points available on campus 3.78 ± .08 86.7 ± 2.4% 86.0%
Video conferencing (polycom and video bridges) [F, Staff] 4.00 ± .09 95.4 ± 2.1% 35.5%

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

Average Satisfaction Usage
3.90 ± .07 92.3 ± 1.9% 62.7%


VOICE SERVICES

28. UITS provides a wide range of telephone services to faculty, student, and S 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] 3.88 ± .12 90.9 ± 3.1% 20.1%
Campus housing telephone customer service [U,G] 3.84 ± .12 88.5 ± 3.5% 19.9%
Campus Switchboard (855-4848 or 0) [All] 4.07 ± .07 93.5 ± 1.8% 23.6%
Teleconference service provided by Campus Switchboard (855-4848 or 0) [F, Staff] 4.34 ± .08 97.0 ± 1.8% 25.8%
Installation and repair of campus data jacks and telephones [F, Staff] 4.15 ± .08 97.2 ± 1.7% 48.6%
Campus office telephone equipment (single line sets, business sets, etc.) [F, Staff] 3.90 ± .10 90.6 ± 2.9% 78.5%
Campus office telephone service [F, Staff] 4.08 ± .09 93.4 ± 2.5% 76.2%
Campus office telephone customer support [F, Staff] 4.06 ± .10 91.7 ± 2.8% 47.4%
Campus office voice mail services [F, Staff] 3.98 ± .11 88.8 ± 3.2% 72.8%
Campus office long distance [F, Staff] 3.96 ± .11 88.8 ± 3.2% 74.4%

GENERAL ASSESSMENT

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

Average Satisfaction Usage
4.09 ± .12 96.1 ± 3.0% 78.8%

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

Average Satisfaction Usage
4.19 ± .09 95.9 ± 2.2% 83.9%

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

Average Satisfaction Usage
4.20 ± .10 94.1 ± 2.6% 92.5%

32. 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
4.18 ± .06 96.6 ± 1.3% 97.4%