University Information Technology Services Survey, Indiana University-Purdue University
University Information Technology Services Survey-Indiana University Bloomington 2014
UNIVERSITY INFORMATION TECHNOLOGY SERVICES
IUB USER SATISFACTION SURVEY2014
Welcome to the Information Technology User Satisfaction Survey 2014
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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. 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
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University Information Technology Services Survey-Indiana University Bloomington2014
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"Not Applicable" this service.
GeneralServices
- Overall, how satisfied are you with the services and supportoffered 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]
Not at all Satisfied / Very Satisfied / Not Applicable
1 / 2 / 3 / 4 / 5 / 9
2. Overall, how important are UITS systems and services to your work or study? [ALL]
Not at all Important / Very Important / Not Applicable1 / 2 / 3 / 4 / 5 / 9
3. How would you rate your computer expertise? [ALL]
Novice / Expert1 / 2 / 3 / 4 / 5
4. Do you live on campus? [UND, GRD]
a)Yes
b)No
5. Please indicate which of the following devices you own or use regularly. (Please select all that apply.)
a)Desktop
b)Laptop
c)Tablet
d)Smartphone
6. What operating system(s) do you have on your device(s)? (Please select all that apply.)
[PROGRAMMING NOTE: Only applicable options will appear on-screen. For example, if “Smartphone” is the only selected device, options h-k below will appear as choices.]
a)Windows 8
b)Windows 7
c)Windows Vista/earlier version
d)Mac OS X 10.9 (Mavericks)
e)Mac OS X 10.8 (Mountain Lion)
f)Mac OS X 10.7/earlier version
g)Linux/Unix
h)iOS
i)Android
j)Windows Phone
k)Blackberry OS
l)Other, please specify______
7. Please indicate whether you use your device(s) on campus, at your residence (including on-campus housing), or both:
[PROGRAMMING NOTE: Only those selected in question 5 will appear on-screen.]
ResidenceCampus BOTH
Desktop
Laptop
Tablet
Smartphone
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.
Not at all Satisfied / Very Satisfied / Not ApplicableImail/Umail [UND, GRD] / 1 / 2 / 3 / 4 / 5 / 9
WebMail/Cyrus [FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
9. Which UITS supported email system do you use most often?
a)Imail/Umail [UND, GRD]
b)WebMail/Cyrus[FAC, STF, GRD]
c)Microsoft Exchange/Outlook/Outlook Web Application[FAC, STF, GRD]
10. If you use an external mail service (e.g., Gmail, Hotmail, Yahoo! Mail, AOL, etc.), please indicate the usage frequency. [ALL]
Always / Frequently / Occasionally / Never1 / 2 / 3 / 4
11. How satisfied are you with the following UITS supportedemail services? [ALL]
Not at all Satisfied / Very Satisfied / Not ApplicableAnti-spam service to move spam email into a special folder / 1 / 2 / 3 / 4 / 5 / 9
Central email list server (IU List) / 1 / 2 / 3 / 4 / 5 / 9
12. Overall, how satisfied are you with the UITS electronic mail systems available at IUB? [ALL]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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]
Not at all satisfied / Very satisfied / Not ApplicableUITS Support Center:
Telephone consulting(812-855-6789) / 1 / 2 / 3 / 4 / 5 / 9
Walk-in consulting (Information Commons Main Library, IMU M089) / 1 / 2 / 3 / 4 / 5 / 9
Chat consulting ( / 1 / 2 / 3 / 4 / 5 / 9
Email consulting () / 1 / 2 / 3 / 4 / 5 / 9
Knowledge Base ( / 1 / 2 / 3 / 4 / 5 / 9
Online account creation process for central UITS computers ( / 1 / 2 / 3 / 4 / 5 / 9
IUanyWare usability(a virtual system with which you can access most of the IU supported software from your personal computing device.) / 1 / 2 / 3 / 4 / 5 / 9
IT Training instructor-led training (e.g., classroom and online workshops, webinars, EdCerts, and certificate series) / 1 / 2 / 3 / 4 / 5 / 9
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) / 1 / 2 / 3 / 4 / 5 / 9
IUware (iuware.iu.edu, free downloadable software at IU; e.g., Microsoft Office, Windows OS) / 1 / 2 / 3 / 4 / 5 / 9
Software deals via IU contracts (e.g., Microsoft, Adobe, Symantec) / 1 / 2 / 3 / 4 / 5 / 9
Cloud Storage at IU (e.g., cloudstorage.iu.edu, IU Box, SharePoint My Site, Alfresco) / 1 / 2 / 3 / 4 / 5 / 9
14. Overall, how satisfied are you with the UITS support services available at IUB?[ALL]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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]
Not at all satisfied / Very satisfied / Not ApplicableElectronic news (e.g. Monitor email newsletter) / 1 / 2 / 3 / 4 / 5 / 9
Social media (e.g. SNITCH, Twitter, Facebook, RSS) / 1 / 2 / 3 / 4 / 5 / 9
UITS websites (itnews.iu.edu, uits.iu.edu, newtoit.iu.edu) / 1 / 2 / 3 / 4 / 5 / 9
Awareness events (e.g., New to IT/Game on!, Statewide IT conference) / 1 / 2 / 3 / 4 / 5 / 9
16. Overall, how satisfied are you with UITS communication at IUB? [ALL]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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.
Not at all satisfied / Very satisfied / Not ApplicableStudent Technology Centers:
Hardware (computers, scanners, etc.) [ALL] / 1 / 2 / 3 / 4 / 5 / 9
Software [ALL] / 1 / 2 / 3 / 4 / 5 / 9
Black & white and color printing services [ALL] / 1 / 2 / 3 / 4 / 5 / 9
Consulting [ALL] / 1 / 2 / 3 / 4 / 5 / 9
Campus In-room Residential consulting and Residential Technology Centers consulting [UND, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Infostations (quick stand-up workstations to check email located in various buildings on campus)
[ALL] / 1 / 2 / 3 / 4 / 5 / 9
Center for Innovative Teaching and Learning (CITL, WellsLibrary 2nd Floor, East Tower) [formerly the Teaching and Learning Technology Centers]) [FAC] / 1 / 2 / 3 / 4 / 5 / 9
18. Overall, how satisfied are you with UITS instructional and student computing services available at IUB? [ALL]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 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.
Not at all satisfied / Very satisfied / Not ApplicableVideoconferencing (Tandberg, Polycom, video bridges) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Web collaboration (Adobe Connect) [ALL] / 1 / 2 / 3 / 4 / 5 / 9
Class Recording (Echo360 Lecture Capture, iStream) [ALL] / 1 / 2 / 3 / 4 / 5 / 9
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 / Not ApplicableUITS supercomputers and high performance computers (Big Red II, Big Red, Quarry, Mason, research database
complex) [FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Research Analytics group (formerly Center for Statistical and Mathematical Computing ) [FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Scholarly Data Archive (formerly referred to as MDSS / HPSS) [FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Advanced Visualization Laboratory (AVL); [FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Support for software applications using IU and national high performance computer resources (including TeraGrid, Open Science Grid, and XSEDE)[FAC, STF, GRD] / 1 / 2 / 3 / 4 / 5 / 9
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] / 1 / 2 / 3 / 4 / 5 / 9
22. Overall, how satisfied are you with the UITS research technology services available at IUB?[FAC, STF, GRD]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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
Not at all satisfied / Very satisfied / Not ApplicableGeneral functionality (Admissions, Advising, Bursar, Records, Financial Aid) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Academic Advising Services [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [UND, GRD] / 1 / 2 / 3 / 4 / 5 / 9
Faculty Services (rosters, grades) [FAC] / 1 / 2 / 3 / 4 / 5 / 9
Oncourse (Online collaboration and learning environment) [FAC, GRD, UND] / 1 / 2 / 3 / 4 / 5 / 9
Library online catalog (INDYCAT/IUCAT) [ALL] / 1 / 2 / 3 / 4 / 5 / 9
Business Systems: Human Resources Management System (HRMS)
Not at all satisfied / Very satisfied / Not ApplicableE-Doc Services [STF] / 1 / 2 / 3 / 4 / 5 / 9
TIME -IU time keeping system [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Faculty Annual Report (FAR) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Business Systems: Fiscal Systems
Not at allsatisfied / Very satisfied / Not Applicable
Financial Information System (KFS) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Purchasing/Accounts Payable [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Travel System [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Integration Systems
Not at all satisfied / Very satisfied / Not ApplicableKuali Financial System (KFS) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
OneStart Portal: Navigation/Usability [ALL] / 1 / 2 / 3 / 4 / 5 / 9
OneStart Calendar / Classifieds [UND, GRD] / 1 / 2 / 3 / 4 / 5 / 9
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]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 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]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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]
Not at all satisfied / Very satisfied / Not ApplicableDepartmental publishing on IU Web servers (Webserve, / 1 / 2 / 3 / 4 / 5 / 9
Individual publishing on IU Web servers (Mercury, pages.iu.edu) / 1 / 2 / 3 / 4 / 5 / 9
IU Search (search.iu.edu) / 1 / 2 / 3 / 4 / 5 / 9
NetworkServices
27. UITS provides wired and wireless networkaccess. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [ALL]
Not at all satisfied / Very satisfied / Not ApplicableWireless network access available on campus / 1 / 2 / 3 / 4 / 5 / 9
Wired network access available on campus / 1 / 2 / 3 / 4 / 5 / 9
28. Overall, how satisfied are you with the network services at IUB?[ALL]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 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.
Not at all satisfied / Very satisfied / Not ApplicableCampus Contact Center (812-855-4848 or 0, AskIU) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Campus voice services (telephones and Lync) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
Teleconference service provided by the Campus Contact Center(812-855-4848) [FAC, STF] / 1 / 2 / 3 / 4 / 5 / 9
General Assessment
30. How helpful has the information technology environment at IUB been in your teaching activities? [FAC]
Not at all helpful / Very helpful / Not Applicable1 / 2 / 3 / 4 / 5 / 9
31. How helpful has the information technology environment at IUB been in your research activities? [FAC, GRD]
Not at all helpful / Very helpful / Not Applicable1 / 2 / 3 / 4 / 5 / 9
32. How helpful has the information technology environment been in your learning experience at IUB? [UND, GRD]
Not at all helpful / Very helpful / Not Applicable1 / 2 / 3 / 4 / 5 / 9
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]
Not at all satisfied / Very satisfied / Not Applicable1 / 2 / 3 / 4 / 5 / 9
Improvements and Suggestions
34. Are there additional services or support that you would like UITS to offer?
35. Are there additional comments you would like to make about UITS? [ALL]
36. Would you like a representative of UITS to contact you to discuss IT services at IUBor to address any IT issues you may have? (Your survey responses will remain confidential and will not be associated with you or your contact information if you choose to speak with someone from UITS.) [ALL]
a)Yes
b)No (if No, please go to END)
37. What is the best way for a UITS representative to reach you? [ALL]
a)Email me at:______
b)Call me at: ______
38. Would you like the UITS representative to receive a copy of the additional comment you typed into the box on the previous page (copy posted below). The UITS representative will not see any other survey responses. [ALL]
[DISPLAY TEXT FROM ‘ADDITIONAL COMMENTS’ QUESTION HERE:]
a)Yes
b)No
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