UNIVERSITY INFORMATION TECHNOLOGY SERVICES IUB USER SATISFACTION SURVEY 2010

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 C

UNIVERSITY INFORMATION TECHNOLOGY SERVICES

IUB USER SATISFACTION SURVEY 2010

Welcome to the Information Technology User Satisfaction Survey 2010

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

What it’s

about 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 are interested in previous survey results, visit http://www.indiana.edu/~uitssur

If you need to exit the survey before finishing, you can return at a later time 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

On to the survey—

If you have read this form and agree to take part in this survey, please click the “Proceed to the survey” button

1 Proceed to the survey

2 I do not wish to participate

Print this page

Please answer each question as completely as possible by selecting your answers in the circle or box for each question Most of the questions ask for your level of satisfaction for a given service based on a five-point scale The scale represents a spectrum: 1 signifies that you are not at all satisfied with a service, and 5 means you are very satisfied There are no neutral options If you are not familiar enough with a particular service to make an evaluation, please select 7 for "cannot evaluate" this service If you have no knowledge of the service in question, please select 8 for "never heard of

service" rather than not answering the question

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]

Not at all

Never Heard of Service

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

Not at all

Never Heard of Service

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

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

a) Yes

b) No

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

a) Yes

b) No (if No, please go to Question #9)

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

a) Only Workstation

b) Only Laptop (netbook or mini notebook)

c) Both Workstation and Laptop

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

a) Windows 7

b) Windows Vista

c) Windows XP

d) Windows (other)

e) Mac OS X 10.6

f) Mac OS X 10.5/10.4

g) Mac OS X (other)

h) Mac OS 9 or older

i) Linux

j) Unix

k) Other system/s (please specify):

8 If you access the IUB computing systems from your off-campus residence, indicate the service you use (Please select all that apply.) [ALL] [skip if Question #4=Yes or Question #5=No]

a) UITS modem pool (856-5200, 856-5202)

b) Departmental modem pool or modem attached to office/laboratory workstation

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

d) Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Bluemarble, AT&T, HoosierNet, etc.)

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

f) Other (Please specify):

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.

Not at all Satisfied SatisfiedVery EvaluateCannot

Never Heard of Service

10 Which UITS supported e-mail system do you use most often [FAC, STF]?

a) WebMail/Cyrus

b) Microsoft Exchange/Outlook

c) Outlook Web Access

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

12 How satisfied are you with the following UITS supported 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

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

Not at all

Never heard of service

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]

Not at all satisfied satisfiedVery evaluateCannot

Never heard of service Telephone consulting UITS Support Center

Walk-in consulting UITS Support Center

Chat consulting UITS Support Center

E-mail consulting UITS Support Center

Online support resources (Knowledge Base,

Online account creation process for central UITS

IT Training and Education: STEPS Instructor-led

IT Training and Education: Self-study services

(e.g., lynda.com, Skillsoft and Microsoft eLearning

courses, IT Training Tips blog, STEPS self-study

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

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

Not at all

Never heard of service

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]

Not at all satisfied satisfiedVery evaluateCannot

Never heard of service UITS electronic news (Monitor email newsletter,

uitsnews.iu.edu, IT@IU, nu2it.iu.edu, Facebook,

Twitter, RSS, News & Spotlight sections at

IT awareness events (e.g., Making IT Happen

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

Not at all

satisfied

Very satisfied

Cannot evaluate

Never heard of service

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.

Not at all satisfied satisfiedVery evaluateCannot

Never heard of service Student Technology Centers hardware

Campus In-room Residential consulting and

Residential Technology Centers consulting

Infostations (conveniently located stand up email

Teaching & Learning Technologies Centers (TLTC,

Main Library 305 and Ballantine Hall 307) [FAC]

Media Design and Production (University

system-wide web development, video and audio

production, graphic design and animation,

photography, and media conversion services

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

Not at all

Never heard of service

Classroom Technology Services

20 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]

Not at all

Never heard of service

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.

Not at all satisfied

Very satisfied

Cannot evaluate

Never heard of service Central research and high performance

computers (Big Red, Quarry, and RDC clusters)

Central instructional and general purpose Unix

Center for Statistical and Mathematical

Computing (Stat/Math Center,

Geographic Information Systems (GIS) Services

uitsgis@indiana.edu [ALL]

Massive Data Storage Service (MDSS/HPSS)

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

Not at all

Never heard of service

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

Not at all satisfied

Very satisfied

Cannot evaluate

Never heard of service General functionality (Admissions, Advising,

Student Self Service (Register for Classes, My

Unofficial Transcript, My Bursar Account, Make a

Payment, My Financial Aid Account Summary,

Oncourse CL (Web-based distributed learning

Business Systems: Human Resources Management System (HRMS)

Not at all satisfied satisfiedVery evaluateCannot

Never heard of service

General Functionality and Employee Self Service

(Payroll Direct Deposit, View Paycheck,

Faculty Annual Report (FAR) [FAC, Staff]

Business Systems: Fiscal Systems

Not at all satisfied satisfiedVery evaluateCannot Never heardof service

Maintenance Management System (MMS)

Integration Systems

Not at all satisfied satisfiedVery evaluateCannot

Never heard of service

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.) [FAC, UND, GRD]

Not at all

Never heard of service

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

Not at all

Never heard of service

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]

Not at all satisfied satisfiedVery evaluateCannot Never heard ofservice Publishing on IU Web servers

Personal Web home pages (Mercury,

Video conferencing (polycom and video

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]

Not at all

Never heard of service

Voice Services

28 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 satisfiedVery evaluateCannot

Never heard of service

Campus housing telephone customer service

[UND,GRD]

Teleconference service provided by Campus

Installation and repair of campus data jacks and

Campus office telephone equipment (single line

Campus office telephone customer support [FAC,

General Assessment

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

[FAC]

Not at all

Never heard of service

30 How helpful has the information technology environment at IUB been in your research activities?

[FAC, GRD]

Not at all

Never heard of service

31 How helpful has the information technology environment been in your learning experience at IUB?

[UND, GRD]

Not at all

Cannot evaluate

Never heard of service

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]

Not at all

Never heard of service

Improvements and Suggestions

33 Are there additional comments you would like to make about University Information Technology Services? [ALL]

34 If you would like an IT staff member 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: _

THANK YOU FOR SHARING YOUR VIEWS!

Your responses to the survey were successfully submitted

Questions or comments? Contact us

For security purposes, please close this browser window to exit the survey