2014 IUB UITS User Survey Summary

prepared by

Research Analytics

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 FAC for faculty, STF for staff, GRD for graduate students, and UND for undergraduate students. In some cases, the scores are for groups of subpopulations, indicated for example by [GRD, UND] 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).



General Services

1. Overall, how satisfied are you with the services and support offered by UITS (uits.iu.edu) during the past year (e.g., Support Center consulting at 812-855-6789, Student Technology Centers, email, wired and wireless network access, telephones, research computers, library online catalog, and administrative systems)? [ALL]

Average Satisfaction Usage
4.08 ± .06 95.9 ± 1.4% 95.3%

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

Average Satisfaction Usage
4.29 ± .07 92.8 ± 1.8% 98.3%

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

Average Expertise (1=novice, 5=expert): 3.40 ± .06

4. Do you live on campus? [UND, GRD]

  Yes No
Undergrads 40.6% 59.4%
Graduates 10.0% 90.0%

5. Please indicate which of the following devices you own or use regularly. (Please select all that apply.)

  Percentage checked
a) Desktop 42.9%
b) Laptop 92.2%
c) Tablet 35.0%
d) Smartphone 77.4%

6. What operating system(s) do you have on your device(s)? (Please select all that apply.)

  Percentage checked
a) Windows 8 30.8%
b) Windows 7 44.3%
c) Windows Vista/earlier version 6.9%
d) Mac OS X 10.9 (Mavericks) 16.8%
e) Mac OS X 10.8 (Mountain Lion) 14.3%
f) Mac OS X 10.7/earlier version 10.8%
g) Linux/Unix 4.5%
h) iOS 61.0%
i) Android 24.7%
j) Windows Phone 2.0%
k) Blackberry OS .2%
l) Other 1.5%

7. Please indicate whether you use your device(s) on campus, at your residence (including on-campus housing), or both. [ALL]

  Residence Campus Both
Desktop 15.4% 53.8% 30.8%
Laptop 19.7% 5.3% 75.0%
Tablet 24.1% 3.9% 72.0%
Smartphone 5.4% 3.9% 90.7%

Electronic Mail

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

  Average Satisfaction Usage
Imail/Umail [UND, GRD] 4.20 ± .08 96.0 ± 2.1% 93.5%
WebMail/Cyrus [FAC, STF, GRD] 3.70 ± .10 84.6 ± 3.2% 28.8%
Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD] 4.20 ± .07 94.1 ± 1.9% 72.0%

9. Which UITS supported email system do you use most often?

  Undergrads Graduates Staff Faculty
a) Imail/Umail [UND, GRD] 100.0% 77.4% N/A N/A
b) WebMail/Cyrus[FAC, STF, GRD] N/A 4.2% 4.7% 28.2%
c) Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD] N/A 18.4% 95.3% 71.8%

10. 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 34.2% 47.4% 17.9% 27.6%
Frequently 30.6% 33.2% 37.6% 31.6%
Occasionally 26.4% 15.3% 29.6% 24.7%
Never 8.8% 4.2% 15.0% 16.1%

11. How satisfied are you with the following UITS supported email services? [ALL]

  Average Satisfaction Usage
Anti-spam service to move spam e-mail into a special folder 4.07 ± .06 94.9 ± 1.5% 87.5%
Central email list server (IU List) 3.84 ± .07 91.2 ± 2.0% 84.0%

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

Average Satisfaction Usage
4.22 ± .06 97.0 ± 1.2% 97.7%

Support Services

13. UITS provides a wide range of IT assistance for IU faculty, staff, and students. 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 (812-855-6789) 4.14 ± .06 94.1 ± 1.7% 44.6%
Walk-in consulting (Information Commons Main Library, IMU M089) 4.11 ± .07 92.5 ± 1.9% 48.8%
Chat consulting (http://ithelplive.iu.edu) 4.17 ± .07 93.9 ± 1.7% 42.3%
Email consulting (ithelp@iu.edu) 4.17 ± .06 96.3 ± 1.4% 36.8%
Knowledge Base (http://kb.iu.edu) 4.10 ± .06 96.0 ± 1.4% 62.5%
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 4.08 ± .06 95.7 ± 1.5% 46.7%
IUanyWare usability (a virtual system with which you can access most of the IU supported software from your personal computing device) 3.96 ± .08 89.5 ± 2.2% 69.3%
IT Training instructor-led training (e.g., classroom and online workshops, webinars, EdCerts, and certificate series) 3.98 ± .06 94.0 ± 1.7% 35.0%
IT Training self-study services (e.g., lynda.com, downloadable workshop materials, Skillsoft and Microsoft eLearning courses, IT Training Tips blog, webinar recordings, Oncourse Feature Demos) 4.21 ± .06 97.5 ± 1.1% 40.2%
IUware (iuware.iu.edu, free downloadable software at IU; e.g., Microsoft Office, Windows OS) 4.49 ± .06 96.2 ± 1.4% 85.9%
Software deals via IU contracts (e.g., Microsoft, Adobe, Symantec) 4.48 ± .06 97.4 ± 1.2% 66.6%
Cloud Storage at IU (e.g., cloudstorage.iu.edu, IU Box, SharePoint My Site, Alfresco) 4.24 ± .06 94.7 ± 1.6% 63.6%

14. Overall, how satisfied are you with the UITS support services available at IUB? [ALL]

Average Satisfaction Usage
4.24 ± .05 96.9 ± 1.2% 96.3%

Communication Services

15. 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
Electronic news (e.g. Monitor email newsletter) 3.82 ± .07 92.2 ± 1.9% 84.7%
Social media (e.g. SNITCH, Twitter, Facebook, RSS) 3.80 ± .07 89.4 ± 2.2% 48.5%
UITS websites (itnews.iu.edu, uits.iu.edu, newtoit.iu.edu) 3.89 ± .07 91.9 ± 1.9% 63.9%
Awareness events (e.g., New to IT/Game on!, Statewide IT conference) 3.68 ± .07 89.1 ± 2.2% 41.0%

16. Overall, how satisfied are you with UITS communication at IUB? [ALL]

Average Satisfaction Usage
4.04 ± .06 96.5 ± 1.3% 94.5%

Instructional and Student Computing Services

17. 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] 4.00 ± .07 92.4 ± 1.9% 80.4%
Student Technology Centers: Software [ALL] 4.16 ± .06 94.9 ± 1.6% 79.8%
Student Technology Centers: Black & white and color printing services [ALL] 4.03 ± .07 92.0 ± 1.9% 81.4%
Student Technology Centers: Consulting [ALL] 4.09 ± .07 93.5 ± 1.8% 48.2%
Campus In-room Residential consulting and Residential Technology Centers consulting [UND, GRD] 3.85 ± .10 89.3 ± 3.3% 37.6%
Infostations (quick stand-up workstations to check email located in various buildings on campus) [ALL] 3.91 ± .08 88.0 ± 2.3% 58.3%
Center for Innovative Teaching and Learning (CITL, Wells Library 2nd Floor, East Tower) [formerly the Teaching and Learning Technology Centers]) [FAC] 4.48 ± .11 96.7 ± 3.0% 36.3%

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

Average Satisfaction Usage
4.17 ± .05 97.8 ± 1.1% 79.0%

19. 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? [FAC]

Average Satisfaction Usage
4.09 ± .14 95.3 ± 3.6% 78.9%

20. UITS provides several services for video communications and collaboration. If you use these services and facilities, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Videoconferencing (Tandberg, Polycom, video bridges) [FAC, STF] 4.09 ± .08 94.9 ± 2.2% 44.2%
Web collaboration (Adobe Connect) [ALL] 4.00 ± .06 95.2 ± 1.5% 32.0%
Class Recording (Echo360 Lecture Capture, iStream) [ALL] 3.83 ± .06 94.4 ± 1.7% 24.4%


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
UITS supercomputers and high performance computers (Big Red II, Big Red, Quarry, Mason, research database
complex) [FAC, STF, GRD]
4.28 ± .08 92.2 ± 2.2% 17.2%
Research Analytics group (formerly Center for Statistical and Mathematical Computing) [FAC, STF, GRD] 4.12 ± .07 93.4 ± 2.0% 11.9%
Scholarly Data Archive (formerly referred to as MDSS / HPSS) [FAC, STF, GRD] 4.15 ± .07 94.6 ± 1.9% 14.6%
Advanced Visualization Laboratory (AVL); www.avl.iu.edu [FAC, STF, GRD] 4.16 ± .07 95.4 ± 1.8% 6.6%
Support for software applications using IU and national high performance computer resources (including TeraGrid, Open Science Grid, and XSEDE) [FAC, STF, GRD] 4.38 ± .07 97.4 ± 1.3% 8.2%
Support for Life Sciences - including the Advanced Biomedical IT Core, the Indiana CTSIhub and CTSI web pages, and National Center for Genome Analysis Support [FAC, STF, GRD] 4.17 ± .08 94.3 ± 1.9% 7.0%

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

Average Satisfaction Usage
4.23 ± .06 96.0 ± 1.6% 30.4%

Enterprise Software

23. 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) [FAC, STF] 3.89 ± .09 88.8 ± 3.1% 47.1%
Academic Advising Services [FAC, STF] 3.63 ± .11 81.6 ± 3.8% 20.9%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [UND, GRD] 3.93 ± .11 89.6 ± 3.3% 98.8%
Faculty Services (rosters, grades) [FAC] 3.83 ± .17 84.9 ± 5.8% 77.3%
Oncourse (Online collaboration and learning environment) [FAC, GRD, UND] 4.05 ± .08 93.3 ± 2.2% 97.5%
Library online catalog (INDYCAT/IUCAT) [ALL] 4.04 ± .07 92.2 ± 1.9% 77.4%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [STF] 4.03 ± .12 92.2 ± 3.4% 64.0%
TIME -IU time keeping system [FAC, STF] 3.83 ± .11 85.5 ± 3.4% 71.2%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [FAC, STF] 4.33 ± .08 94.9 ± 2.2% 94.0%
Faculty Annual Report (FAR) [FAC, STF] 3.47 ± .12 80.5 ± 3.8% 27.9%

Business Systems: Fiscal Systems Average Satisfaction Usage
Kuali Financial System (KFS) [FAC, STF] 3.82 ± .10 86.9 ± 3.3% 52.7%
Purchasing/Accounts Payable [FAC, STF] 3.70 ± .10 88.0 ± 3.2% 43.3%
Travel System [FAC, STF] 3.58 ± .10 84.7 ± 3.5% 53.4%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [STF] 3.73 ± .13 88.0 ± 4.1% 65.8%
OneStart Portal: Navigation/Usability [ALL] 3.85 ± .07 89.3 ± 2.2% 95.2%
OneStart Calendar / Classifieds [UND, GRD] 3.87 ± .11 89.0 ± 3.4% 83.1%

24. Overall, how satisfied are you with the availability, reliability, speed, and accuracy of the academic and business systems made available by UITS (e.g., Oncourse, student self-service, IUCAT, etc.)? [ALL]

Average Satisfaction Usage
4.09 ± .06 94.3 ± 1.6% 96.9%

25. Overall, how satisfied are you with the functionality of the academic and business systems made available by UITS (e.g., Oncourse, student self-service, IUCAT, etc.) [ALL]

Average Satisfaction Usage
3.91 ± .07 90.7 ± 2.1% 96.8%

Web Services

26. 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
Departmental publishing on IU Web servers (Webserve, www.iu.edu) 4.02 ± .06 95.7 ± 1.5% 49.5%
Individual publishing on IU Web servers (Mercury, pages.iu.edu) 3.93 ± .07 94.2 ± 1.7% 36.3%
IU Search (search.iu.edu) 3.88 ± .07 90.9 ± 2.1% 61.2%

Network Services

27. UITS provides wired and wireless network access. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [ALL]

  Average Satisfaction Usage
Wireless network access available on campus 3.63 ± .08 81.6 ± 2.7% 95.7%
Wired network access available on campus 4.14 ± .07 92.6 ± 1.9% 72.5%

28. Overall, how satisfied are you with the network services at IUB? [ALL]

Average Satisfaction Usage
3.88 ± .07 89.1 ± 2.2% 97.9%

Voice Services

29. UITS provides telephone services to faculty, student, and staff. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Campus Contact Center (812-855-4848 or 0, AskIU) [FAC, STF] 4.33 ± .08 96.2 ± 1.9% 33.9%
Campus voice services (telephones and Lync) [FAC, STF] 3.60 ± .11 80.3 ± 3.8% 81.3%
Teleconference service provided by the Campus Contact Center (812-855-4848) [FAC, STF] 4.19 ± .09 93.2 ± 2.5% 38.2%

General Assessment

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

Average Satisfaction Usage
4.10 ± .14 94.8 ± 3.7% 80.4%

31. How helpful has the information technology environment at IUB been in your research activities? [FAC, GRD]

Average Satisfaction Usage
4.21 ± .09 95.8 ± 2.2% 86.6%

32. How helpful has the information technology environment been in your learning experience at IUB? [UND, GRD]

Average Satisfaction Usage
4.12 ± .09 95.8 ± 2.2% 92.8%

33. 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
4.09 ± .06 95.3 ± 1.5% 94.3%