2013 ITS Annual Survey Results
1. We would like to start by insuring that we tailor our questions to your position here at NAU. Please select your primary affiliation from the list
below.
Response Response
Total
Percent
Academic Student Worker,
involved with teaching, such as
graduate assistant
Staff Student Worker, such as in
an administrative capacity
Faculty
Staff
Total Respondents (For this Question)
Points
Avg
45
8%
n/a
n/a
67
12%
n/a
n/a
127
316
23%
57%
n/a
n/a
n/a
n/a
555
100%
(skipped this question)
16
2. Faculty services list
Alfresco Content Repository
Blackboard Learn
Blackboard Learning Course (Formerly TIPS)
Blackboard Collaborate (Elluminate)
Bonsai H: Drive
Class Mailing Lists
E-reserves system from Cline Library
Grade Performance Status (GPS) System
Jan PHP/MySQL Web Server
NAU Gmail (Google Apps)
NAU iTunesU
Oak IIS Web Server
Online Course Evals
Pine IIS Web Server
Scorer
Sharepoint
South LRC Teaching Classroom
Used
Recommended
0% (0)
51.8% (72)
28.78% (40)
15.11% (21)
23.02% (32)
37.41% (52)
27.34% (38)
28.06% (39)
11.51% (16)
25.9% (36)
7.19% (10)
5.76% (8)
46.76% (65)
2.88% (4)
2.88% (4)
19.42% (27)
5.76% (8)
0% (0)
2.88% (4)
4.32% (6)
2.88% (4)
0% (0)
2.88% (4)
6.47% (9)
10.07% (14)
0% (0)
4.32% (6)
1.44% (2)
0% (0)
1.44% (2)
0% (0)
1.44% (2)
1.44% (2)
6.47% (9)
Used &
Unused & Not
Recommended Recommended
0% (0)
2.16% (3)
40.29% (56)
4.32% (6)
11.51% (16)
13.67% (19)
12.95% (18)
21.58% (30)
25.9% (36)
5.04% (7)
23.74% (33)
3.6% (5)
29.5% (41)
9.35% (13)
25.9% (36)
16.55% (23)
1.44% (2)
8.63% (12)
20.14% (28)
14.39% (20)
3.6% (5)
19.42% (27)
2.16% (3)
7.91% (11)
34.53% (48)
4.32% (6)
0% (0)
5.76% (8)
5.76% (8)
5.04% (7)
8.63% (12)
5.04% (7)
2.16% (3)
9.35% (13)
Unfamiliar
97.84% (136)
0.72% (1)
41.73% (58)
47.48% (66)
46.04% (64)
32.37% (45)
27.34% (38)
19.42% (27)
78.42% (109)
35.25% (49)
68.35% (95)
84.17% (117)
12.95% (18)
91.37% (127)
84.89% (118)
65.47% (91)
76.26% (106)
Response
Points Avg
Total
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
139
n/a n/a
Subversion
Survey Forms Scanning
University Stat License: JMP
University Stat License: SAS
University Stat License: SPSS
Virtual Lab
0% (0)
2.88% (4)
2.16% (3)
1.44% (2)
7.19% (10)
10.07% (14)
0% (0)
0% (0)
2.88% (4)
2.16% (3)
2.88% (4)
3.6% (5)
0% (0)
2.16% (3)
2.16% (3)
3.6% (5)
11.51% (16)
4.32% (6)
4.32% (6)
5.04% (7)
7.91% (11)
10.07% (14)
7.91% (11)
6.47% (9)
95.68%
89.93%
84.89%
82.73%
70.5%
75.54%
(133)
(125)
(118)
(115)
(98)
(105)
139
139
139
139
139
139
Total Respondents (For this Question)
139
(skipped this question)
432
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
3. Blackboard Learn has many features to help students be successful in class. Which of the following would you find to be most useful for your
courses?
Response Response
Total
Percent
Mobile alerts for course
assignments and quizzes.
Calendars
Chat
Discussion boards
Messages
Grades
Messaging
Tasks/assignments
Other, please specify
Total Respondents (For this Question)
38%
n/a
n/a
65
22
74
75
108
40
86
22
46%
16%
52%
53%
77%
28%
61%
16%
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
141
Remaining “other” responses all “No answer submitted”, technique used on all questions for formatting and size.
none
3.
11.
It's a horrible piece of
software. I use my own.
15.
Ability to receive message
notification via email;
something similar to Turnitin
Avg
53
(skipped this question)
1.
Points
430
in the discussion area.
19.
Ability to grade papers
without downloading, track
changes and uploading
21.
Ability to create webpages
24.
Collaborate weekly live
sessions
34.
annoucements
35.
Groups
45.
Readings
57.
elimination of blackboard
67.
analytics: engagement
tracking
68.
Course materials only
74.
lecture powerpoints can be
posted
77.
attendance tracking
78.
Tests
79.
Blackboard Learn has been
very unreliable this semester
and I don't think I will use it
again.
86.
embedding multiple media
91.
Announcements with auto
email notification
94.
none--I hate BBLearn
Ability to post homework and
109. exam solutions and other
class documents
116.
Easier to use Assignment
drop box areas
140. had to pick something
4. What do you use as your PRIMARY NAU work computer?
Response Response
Total
Percent
364
71%
114
22%
0
0%
5
1%
Desktop
Laptop
Tablet (iPad, Android, etc.)
Thin Client
Desktop and laptop
approximately equally
Netbook
I do not have a primary
computer
I do not use a computer at work
Other, please specify
Total Respondents (For this Question)
Personal Desktop with mostly NAU software.
2.
Laptop on docking station
3.
MAC computer that is boot-camped...I use the boot-camp most often
4.
Laptop as a Desktop and mobile as a laptop during outreach and recruitment events.
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
11
2%
n/a
n/a
1
0%
n/a
n/a
2
0%
n/a
n/a
5
12
1%
2%
n/a
n/a
n/a
n/a
513
100%
(skipped this question)
1.
Points
58
5.
iMac
6.
50% desktop 50% laptop
7.
Mine is a laptop with a dock that has 2 screens attached to produce a desktop.
8.
my personal laptop
9.
Desktop and tablet approximately equally
10.
Use my personal laptop at home
11.
docked laptop
12.
Laptop with docking station
5. Where is your primary work site located?
Flagstaff Mountain
Campus
Distance NAU site
(Yuma, etc.)
Home residence
Flagstaff Mountain
Campus & Home
approximately
equally
Other, please specify
Total Respondents (For this Question)
Response
Total
Response
Percent
Points
Avg
429
83%
n/a
n/a
27
5%
n/a
n/a
36
7%
n/a
n/a
12
2%
n/a
n/a
10
2%
n/a
n/a
514
100%
(skipped this question)
1.
PHX
2.
Office Space rented in Maricopa County
57
3.
DDD Office Tucson Az
4.
I work both from Flag campus and home (teaching online), about 50/50.
5.
Extened Campuses
6.
Extended Campuses, current approval for remote work situation.
7.
PBC
8.
Yuma Regional Medical Center
9.
Also, home.
10.
YAVAPAI college verde campus
6. What operating system runs on your primary computer?
Microsoft Windows
Apple (Macintosh)
Windows & Mac
approximately equally
Mobile operating
system (Android, iOS,
etc.)
UNIX (Including Linux
in various versions)
Other, please specify
Total Respondents (For this Question)
Response
Total
417
84
Response
Percent
81%
16%
7
Points
Avg
n/a
n/a
n/a
n/a
1%
n/a
n/a
0
0%
n/a
n/a
3
1%
n/a
n/a
1
0%
n/a
n/a
512
100%
(skipped this question)
1.
Windows 7 64 bit
59
7. The Gartner group (A respected computer consulting firm) now recommends that organizations schedule desktop replacements on a four year
cycle. ITS currently provides support for PC’s and Macs up to five years old. Retaining computers for too long threatens the data stored on them,
reduces serviceability and user productivity. Is your primary university computer equipment:
Response Response
Points
Avg
Total
Percent
Less than four years old
299
58%
n/a
n/a
Four to six years old and
45
9%
n/a
n/a
scheduled for replacement soon
Greater than six years old and
21
4%
n/a
n/a
not scheduled for replacement
I am unsure of the age of my
149
29%
n/a
n/a
system
Total Respondents (For this Question)
514
(skipped this question)
57
8. Please indicate which of the following mobile devices you currently use?
Response Response
Total
Percent
171
33%
Cell phone (basic phone)
Smart phone (combination
phone & personal digital
assistant such as iPhone or
Droid)
Audio/Video-only IPOD or other
mp3 player
Internet-capable IPOD (Touch)
Personal digital assistant without
voice capability
iPad
Android tablet
eBook reader
none
Other, please specify
Total Respondents (For this Question)
Points
Avg
n/a
n/a
302
59%
n/a
n/a
94
18%
n/a
n/a
47
9%
n/a
n/a
4
1%
n/a
n/a
166
46
85
35
16
32%
9%
17%
7%
3%
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
512
(skipped this question)
59
29.
Surface
45. iPod touch
135.
Windows
Tablet
139. I have a personal cell not a work one
149. I only use the selected for personal activities, not work
173. netbook running Linux
225. I sometimes use my husband's cell phone, but due to health issues I do not use it much.
327. blackberry
338. Kindle
344. Personal use only
356. Regular desk phone- ITE 12SD
397. for work or personal?
407. Although not traditionally Mobile, I have several tablet pcs.
420. Surface RT
466. I have two iPads-- a personal one and one for work.
511. iphone for personal use only not work
9. If you use a smart phone, please indicate the operating system.
Response Response
Total
Percent
164
50%
129
40%
8
2%
15
5%
9
3%
iOS (iPhones)
Android
Windows
Not sure
Other, please specify
Total Respondents (For this Question)
325
(skipped this question)
1.
N/A
2.
N/A
3.
Do not use smart phone
4.
My personal phone is Windows, however I test iOS & Andriod all the time.
5.
blackberry
6.
Dont Use
7.
don't have a smart phone, but couldn't unclick once I accidentally clicked...
8.
Blackberry
9.
Do not use Smart Phone
100%
246
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
10. If you use a cell phone, smartphone, or personal digital assistant, please rate how often you use the following features.
Internet browsing
email access
Text messaging
Hourly
Daily
Weekly
Monthly
13.05% (59)
27.49% (124)
28.32% (130)
39.6% (179)
36.36% (164)
47.06% (216)
14.16% (64)
3.33% (15)
11.55% (53)
2.88% (13)
2.22% (10)
2.61% (12)
Rarely or
Response
Never
Total
30.31% (137)
452
30.6% (138)
451
10.46% (48)
459
Total Respondents (For this Question)
466
(skipped this question)
105
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
11. Please indicate which of the following mobile applications you currently use.
Response Response
Total
Percent
61
12%
51
10%
13
3%
23
5%
34
7%
13
3%
73
14%
Mobile Learn
Mobile Louie
Mobile Central
Dining App
Mobile Maps
Mobile Events
Mobile Transit
I was not aware these were
available
None
Other, please specify
Total Respondents (For this Question)
107
21%
n/a
n/a
263
52%
n/a
n/a
16
3%
n/a
n/a
506
(skipped this question)
4.
71.
I had hooked up to my nau email, but it was interfering with my personal life
I knew about the dining app but was not aware of the others
65
92.
i didn't know there was other mobile apps besides BBLearn
121. touchdown
132. Is this just LOUIE from off campus?
141.
The directory needs more data
145. Again, the use is not for work
208. NAU Mobile
237. I was not aware of any of the other NAU Mobile apps
280. I access Transit occasionally but not through the Mobile app
315. I have difficulties with the BbLearn mobile app loading correctly on my phone
330. I know I use some but not sure what they are called
410. Not sure
424. General NAU app (alumni?)
468. Edmodo
493. BBlearn
12. Please indicate your level of satisfaction with the following features of NAU Mobile Central.
Very unsatisfied
Partially unsatisfied
Neutral
Partially satisfied
Very satisfied
Mobile
Learn
29.58%
(21)
26.39%
(19)
13.39%
(98)
30.43%
(28)
8.33% (7)
Mobile
Louie
Mobile
Central
Dining App
16.9% (12)
9.86% (7)
9.86% (7)
13.89% (10) 6.94% (5)
14.89%
(109)
17.86% (15) 4.76% (4)
Mobile
Events
12.68% (9) 7.04% (5)
12.5% (9) 13.89% (10) 8.33% (6)
15.03%
(110)
17.39% (16) 6.52% (6)
Mobile
Maps
13.93%
(102)
14.75%
(108)
15.3%
(112)
Mobile
Transit
14.08%
(10)
18.06%
(13)
Response
Total
Points
Avg
71
n/a
n/a
72
n/a
n/a
12.7% (93)
732
n/a
n/a
92
n/a
n/a
84
n/a
n/a
19.57%
(18)
10.71% (9) 14.29% (12) 5.95% (5) 38.1% (32)
8.7% (8)
11.96% (11) 5.43% (5)
Total Respondents (For this Question)
222
(skipped this question)
349
13. Please indicate what new functionality you would like to see most.
Mobile
Mobile
Mobile
Mobile
Response Response
Total
Percent
55
11%
63
12%
37
7%
50
10%
Student Accounts
Dining Card
Financial Aid
Action Center
36
Other, please specify
Total Respondents (For this Question)
506
(skipped this question)
11.
Mobile Tickets for NAU events
52.
none
62.
N/A
7%
65
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
92.
104.
a central help info app to let students know which apps are available
None
127. n/a
140. The ability to view my remaining transfers in my meal plan.
The directory is only partially usable - it doesn't provide complete information such as
141. address for where the person works or mobile number and it won't display phone or location
number for departments.
169.
More support for Linux
189. Mobile paycheck
190. Not sure I'd be interested in any of these.
194. dont care
196. none
206. Enrollment
219. Mobile Learn that actually let's me design and grade assignments.
251. None needed
271. Mobile Fronske? I'm not sure if the apps already available include that.
290. Mobile Bill Pay for louie accounts
296. No opinion--I don't utilize such apps
301. I really don't know
321. none
343. do not use not interested
361. huh?
363. employee mail for android
376. make the apps compatible with windows 8 phones
402. None
406.
availability on Windows Phone
408. email
415. Windows Phone compatable
418. I don't use mobile apps
422. Class registration
427. not sure
428. better-functioning mobile library catalog
457. Mobile NAU Building/Center updates
478. Mobile IT System Status
490. iPad native app
14. Please indicate your level of agreement with, "I know who to contact with any given technology problem."
Response Response
Total
Percent
165
33%
235
47%
46
9%
48
10%
11
2%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Total Respondents (For this Question)
505
(skipped this question)
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
Points
Avg
100%
66
15. Which of the following feedback mechanisms to ITS are you aware of?
Response Response
Total
Percent
SOS trouble ticket post-solution
survey
MyNAU portal survey questions
Ask-ITS email
Solution Center phone help desk
SOS web gateway for trouble
ticket entry
Information Security Incident
Report
Total Respondents (For this Question)
247
49%
n/a
n/a
158
332
409
31%
66%
81%
n/a
n/a
n/a
n/a
n/a
n/a
122
24%
n/a
n/a
50
10%
n/a
n/a
505
(skipped this question)
66
16. Please indicate which of the following social networking sites you use either as a part of your work at NAU or, separately in your personal life.
Facebook
MySpace
Twitter
Linked In
YouTube
FLIKR
Delicious
Work
Personal
23.14% (106)
8.33% (1)
29.51% (36)
43.37% (85)
29.62% (109)
20.59% (7)
28.57% (2)
76.86% (352)
91.67% (11)
70.49% (86)
56.63% (111)
70.38% (259)
79.41% (27)
71.43% (5)
Response
Total
458
12
122
196
368
34
7
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
Zinch
ZooLoo
25% (1)
0% (0)
75% (3)
0% (0)
4
0
Total Respondents (For this Question)
418
(skipped this question)
153
n/a
n/a
n/a
n/a
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
17. How satisfied are you that ITS keeps you informed of technical changes or problems?
Response Response
Total
Percent
98
19%
270
54%
112
22%
19
4%
4
1%
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Total Respondents (For this Question)
503
(skipped this question)
100%
68
18. Do you find the following to be effective ways to stay informed on NAU technology issues?
ITS Info Newsletter
Featured Items on the ITS web
page
Periodic Inside NAU spots
Direct email updates
I am not
Somewhat
familiar or do Very effective
effective
not use
20.68% (104) 25.25% (127) 42.94% (216)
Not very
effective
Not effective
Response
Total
Points
Avg
7.36% (37)
3.78% (19)
503
n/a
n/a
26.24% (132)
15.51% (78)
33% (166)
16.9% (85)
8.35% (42)
503
n/a
n/a
21.87% (110)
6.56% (33)
30.62% (154)
70.38% (354)
37.18% (187)
20.28% (102)
6.56% (33)
1.59% (8)
3.78% (19)
1.19% (6)
503
503
n/a
n/a
n/a
n/a
Total Respondents (For this Question)
(skipped this question)
19. Do you have any suggestions to improve ITS communications to you?
1.
I want to be informed as things happen. I won't read an entire newsletter. Just send us weekly
important new information.
2.
Immediate Notification of server outages
503
68
3.
Redesign the Phone Directory Link to enable quicker access... The NAU page on which the
phone directory appears is an aesthetic and informational wasteland.
4.
You're the BEST!
5.
I prefer when ITS uses direct e-mails and Inside NAU. Not a fan of the newsletter.
6.
I feel that the iPad update email issue could have been better communicatied. I still do not
know if it has been resolved.
7.
ITS had nothing on it's website or communications about the JAVA security issues. This could
have a huge impact in working with BBLearn. I thought an email or at least something on the
webpage would have been appropriate to ease the minds of us who need to use Java based
programs.
8.
Recently there was an issue with Outlook, but we only found this out because we called the
Help Desk. I think more communication would help a great deal
9.
none.....keep up the good work.
10.
no
11.
Doesn't help what you do, if the system isn't working.
12.
Please sort out the BbLearn issues. I get shuffled between e-learning and BbLearn, with each
entity telling me it's the other's problem. That's not helpful, particularly when I'm teaching a
course and trying to resolve something in a timely manner!
13.
No
14.
There have been a number of server outages that were not reported, especially on weekends.
There is a huge population of faculty who work on weekends! I would like to be better
informed about these outages, maybe through messaging like NAU Alerts.
15.
More E-mails!
16.
maybe establish an ITS twitter feed or give SMS text updates or a way to text a problem to
ITS
17.
Stop making devices repeatedly download Safe Connect that way they will be less irritated
with anything NAU tech related so they will read the emails instead of deleting them
immediately out of frustration
18.
No. The service I receive when needed is always outstanding. Quick and efficient and the staff
are pleasant and helpful.
19.
Text message capability.
20.
More student internships ;)
21.
Keep up the good work -- I feel like NAU does a very good job keeping staff relatively up to
speed in what seems to me like a constantly changing IT world.
22.
Opportunities for training (to include online, live training) or perhaps more visibility of training
options. It would be fantastic to have a mini workshop once or twice a year (onsite at EC
sites) to review updates, changes and, for example, increase excel skills
23.
I think you are doing a good job!
24.
Great job
25.
Every time that I call ITS for help, I get it. The individuals are extremely informative!
26.
I'd follow an ITS Twitter feed and possibly an RSS feed so I can have filtered news delivered
to my Outlook.
27.
ITS information is not well disseminated. I rarely visit the ITS website, and I rarely receive ITS
updates via email. Email updates would be an effective means of dissemination if done often
enough, and NAU News would also be a good means.
28.
I don't really use these services
29.
I believe disabling iPhone functionality (version 6.1) prior to notifying users was a mistake.
30.
I think what we get from ITS is good. I would like to see MORE....maybe at least a monthly
newsletter to all employees and/or liaisons.
31.
Its all good.
32.
I selected not effective for number 18 because I do not read your newsletter, check your web
page, pay attention to inside NAU, or read your emails.
33.
N/A
34.
No
35.
yes, dont contact me unless I tell you I am interested in something.
36.
yes; indicate when systems are down so we don't keep trying to do this or that. The web page
is sometimes not updated to show issues.
37.
No. Thanks for the good work.
38.
no
39.
Have a central space on the web where you immediately post down times of anything. That
way I don't have to wonder if my internet at home crapped out again because of the wind...
We had that feature back in grad school in the 90s (at another school) so I know you can do
it.
40.
no suggestion
41.
You could try direct text, but I can't imagine any incident would be important enough to do a
campus-wide text similar to NAU Alert.
42.
Every time I have contacted ITS, they have been very responsive & helpful.
43.
Send Louie updates to our phones registered to the NAU alert system. This will allow us to be
prepaed for LOUIE outages.
44.
I regularly work on Sundays - so a standard email (at least 7-days prior) to all staff when
PeopleSoft will be offline so I can either change my schedule or prepare for other projects
would be VERY helpful.
45.
Less is more
46.
Don't need to know or care to know all the details of technical operations--a waste of reading
time. Just do your job and keep things running smoothly!
47.
Direct email updates on crucial support issues is the best way to communicate since I'm sure
I'm not the only one who typically doesn't read through an entire newsletter or check the ITS
webpage for updates. I do typically at least scan InsideNAU, but not always, and I know many
colleagues that don't.
48.
I am constantly being told that IT does not deal with a number of issues (email being the most
infuriating problem of the past couple weeks), and I need to contact someone else. Not Sure
what IT's function is.
49.
More emails on a regular basis and send the Newsletter out to us, do not assume we will go to
the site to read it.
50.
None at this time.
51.
Not at this time. I'm fairly new to NAU and am impressed with your services. Thank you!
52.
none
53.
Make it work; don't make me aware of how you do it.
54.
Not at this time.
55.
No, it's pretty good, really.
56.
please put more ITS icons all around BBLearn, this is where you need ITS the most.
57.
Often it seems like decisions are made without campus input and then simply announced.
58.
No.
59.
Nope, you have been very helpful every time I needed help.
60.
Being in Phoenix at the Biomedical Campus, there is frequently a huge disconnect when
problems arise. NO ONE is versed in both the NAU and UA networks so problems are often
very difficulty to get resolved. The buck gets passed back and forth until (redacted) usually
solves it - NOT his job. This is ridiculous and all territorial issues need to be put aside so
problems can be solved! A huge waste of time for us in the middle trying to do a job!
61.
No.
62.
I really appreciate the work you do for those of us outside of Flagstaff. Thank you.
63.
I'm quite new and so far ITS has been great. Thanks.
64.
I am brand new to NAU so I am not familiar with all of these options
65.
I think you do a great job. It's more me not reading than ITS.
66.
Yes, can you make a portal gun so we don't need to walk anywhere?
67.
N/A
68.
no
69.
I think my barriers to knowledge are simply having sufficient time to search for information
and where to direct my questions.
70.
The updates on the MyNAU Portal page do not seem to be up to date - i.e., something has
crashed (e.g., IRIS) and nothing is listed as a current outage.
71.
ITS newsletter is good
72.
Include staff outside of NAU ITS in the decision making process
73.
Courses for the use of various tools, similar to what e-Learning provides. You may be already
doing this, but as a remote faculty person (Tucson) I am not aware of that. Obviously,
working in Tucson and not Flagstaff, it would be nice if these courses or tutorials/webinars
were online.
74.
none
75.
I generally just go Shawn Fowler when I have questions or need help. Shawn rocks.
76.
Can you offer classes on all of the services?
77.
no
78.
Text message updates (opt-in)
79.
I do not feel like you communicate systems' outtages quickly enough.
80.
No
81.
Perhaps an enterprise-wide bi-weekly mini e-mail blast with the subject line "Did you
know...?" that highlights a SINGLE note from the Info Now Publication... for folks who have
opted out of receiving the Newsletter, or who cannot absorb it entire in one sitting (and forget
to return later to explore the potentially important information further down the page).
82.
No. I believe your operation to be outstanding. With one phone call or email I can get fast,
courteous assistance. I am amazed at how efficient you all are! Thank you!
Tom MacKenzie tem37
83.
Do better server and service monitoring and be more rigorous about updating the system
outages system with useful and accurate information. Outages such as "Some database
servers may be unavailable periodically" are neither useful nor accurate.
84.
can use please allow employees to use google
85.
If you work in ITS, outside folks think you know the inside scoop on every little thing. So more
internal communication about challenges and how they were overcome would be very helpful
for overall growth and learning, regardless of the role you play in IT. Bimonthly or quarterly
group meetings.
86.
Perhaps you've already sent out emails for available I phone apps, but I'm not aware of any
apps from NAU. Also, any possibility of getting getting wifi service in bldg 77?
87.
None
88.
Please let us know before doing LOUIE or CAS outages. During updates, I can't do any of my
work. For several days to weeks after the updates, the system doesn't always respond
properly, and we have to make contingency plans.
89.
The ability to sign-up for text alerts might be helpful during unplanned outages.
90.
Less jargon and self-congratulation. More interpretation of what the information means to my
working life at NAU as a staff member. More coordination with my College ITS group as they
hold complete power over how I can interact with and take advantage of NAU ITS offerings.
20. Please indicate your level of satisfaction with the following ITS services.
Solution Center Phone Support
Desktop/Laptop/Mobile Computer SOS
Trouble Ticket Support
Wired Network Speed and Reliability
Wireless Network Speed and Reliability
Accessing the Network from Mobile
Very
Satisfied
Satisfied
47.67%
(235)
26.37%
(130)
30.22%
(149)
15.01%
(74)
9.53% (47)
26.98%
(133)
22.52%
(111)
29.01%
(143)
28.8%
(142)
25.35%
Did not
Not
Very
use in
Response
Neutral Dissatisfied
Aware of
Points Avg
Dissatisfied the last
Total
Service
year
5.48%
3.65%
1.62% (8) 0.61% (3) 14% (69)
493
n/a n/a
(27)
(18)
8.11%
29.01%
12.37%
0.61% (3) 1.01% (5)
493
n/a n/a
(40)
(143)
(61)
8.11%
16.84%
10.34%
3.45% (17) 2.03% (10)
493
n/a n/a
(40)
(83)
(51)
13.18%
19.68%
9.13%
8.92% (44) 5.27% (26)
493
n/a n/a
(65)
(97)
(45)
15.62% 6.49% (32) 3.25% (16) 30.22%
9.53%
493
n/a n/a
Devices
email delivery of voice mail
File Storage on the Bonsai H: drive and
NAUSHARES
Telephone features and function
Telephone support service
ITS Technical Training
Webpage and database project support
from WebTech Team
11.16%
(55)
23.94%
(118)
16.02%
(79)
23.73%
(117)
13.18%
(65)
9.53% (47)
(125)
12.37%
(61)
29.21%
(144)
30.02%
(148)
27.59%
(136)
22.72%
(112)
12.78%
(63)
(77)
6.9% (34) 1.22% (6)
12.78%
(63)
22.11%
(109)
14.4%
(71)
15.42%
(76)
10.95%
(54)
0.41% (2)
1.42% (7)
0.61% (3)
7.3% (36)
2.43% (12)
1.83% (9)
0.41% (2)
2.23% (11)
1.22% (6)
1.01% (5)
1.01% (5)
(149)
40.97%
(202)
18.05%
(89)
13.39%
(66)
24.75%
(122)
32.25%
(159)
43%
(212)
(47)
26.98%
(133)
493
n/a
n/a
14% (69)
493
n/a
n/a
8.72%
(43)
493
n/a
n/a
7.3% (36)
493
n/a
n/a
493
n/a
n/a
493
n/a
n/a
12.98%
(64)
21.7%
(107)
Total Respondents (For this Question)
(skipped this question)
493
78
21. If you entered Dissatisfied or Very Dissatisfied to any items above, or if you have suggested improvements, please explain why or include them
here.
1.
wireless has been unreliable. I believe we have a new system, but haven't tried it.
2.
More consistant speeds and connectivity, unlimit connections to certain services outside of NAU, cannot
connect to certain servers
3.
within departments (redacted), requests for service must go through a cumbersome supervisory channel;
hence, need for fast action, say a warning message of security flaw, or appearance of a virus cannot be
expeditiously handled.
4.
I have had computer issues since October. It has REALLy affected by ability to get work done. Although IT
has gone above and beyond with SAS, there should be better support for SAS. I always seem like I am
just asking people to go above and beyond to support software required for research. NAU wants more
research productivity, but lack of SAS support (software issues, not programming issues AT ALL) really
limits faculty productivity.
5.
When I check voicemail, the "new" system requires an additional step of pressing 1 if I want to check new
messages. Annoying. Obviously I want to check new messages as my primary reason for going into
voicemail.
6.
Phone voice messaging is the most cumbersome system I've ever used, and I can't figure out how to
access from an outside line.
7.
8.
Voicemail system seems out of date.
SOS ticket is not user friendly. I think I do more hunting around for buttons and required fields, then
needed. Also, the ability to re-assign to a person within a group would be nice. If I know who should be
assigned the SOS within a group, it seems unnecessary to assign it to the group and wait for it to be
assigned to the right person.
From the tickets that have been assigned to my team, it seems the Solution Center staff needs more
training on how to solve PeopleSoft issues and how to communicate problems when submitting an SOS to
another team.
9.
Phones need a record of callers.
10.
It woudl be nice if ITS could do in-person training session for the the Microsoft office applications. My
personal interest is Excel.
11.
None of the services are all that reliable. I avoid use whenever possible.
12.
I have sent in multiple tickets regarding computers I use at work, however the ITS people in charge of
resolving the tickets never respond to them in a timely fashion, or at all.
13.
The wireless speed and reliability in some building, especially building 70 is terrible and makes it difficult
to work effectively in meetings and at other times. ITS has been made aware of the issue, but the
response I got was a shrugging of shoulders.
14.
NAU Secure WiFi is often difficult, if not impossible, to connect to, especially from my devices.
My telephone is ancient and does not work well.
There should be better support for Dreamweaver web authoring, including better availability of software.
15.
Voicemail takes far too many steps to access
16.
There used to be Micosoft Office trainings and everytime I look, "No sections are being offered at this
time."
17.
I work in Yuma and we do not have Wireless access.
18.
I would like to use secure internet from my mobile device and it is not available in all areas of campus.
Also I think you should make the password and procedures for getting onto the secure network easier to
find.
19.
The process to connect to the net work takes too long. Once connect the system goes slow
20.
No wireless available in several buildings - bury Peterson
21.
File storage on Bonsai is incredibly small given the needs for research and teaching. Faculty should not
have to purchase external drive for data backup. Need for synch to university source for laptops. Faculty
should have at least 30GB storage that can back up primary computer.
22.
Too many steps to reach the desired function, Such as changing the voicemail message.
23.
Telephone reception is inconsistent. Some messages are not decipherable which is awkward when it is a
prospective student and I cannot hear their name or their phone number to call them back. Second issue
is that the phones are not user friendly, consequently I use the minimum commands, but could probably
benefit (as would callers) by using a wider range of the phone commands and services.
24.
na
25.
It is hard to contact anyone to get help to turn on a line and update a lined voice mail message.After
many requests for service we gave up.
26.
My primary office is in Bury Hall which I can only get the NAU Legacy wireless- which in my experience is
functionally non-existent. Elsewhere on campus it is good.
27.
Wish they cared more about home computers. I work from home, so my personal PC does effect my
job...and the security of the university.
28.
I have problems with accessing from my mobile device from time to time. Whenever I have to change my
password on all devices, it often requires I delete my exchange set up, reinstall and start over, or I have
to call ITS and have my password reset.
29.
The "Communitae" voice mail is cumbersome and annoying. I would prefer a system where I could listen
to a message without going through 4 steps and listening to numerous instructions and time stamps, etc.
30.
Not enough training on MS Office products
31.
I continue to have inability to connect or stay connected to the NAU Secure wireless and have to keep
going back to the Guest version every time. Could be my devices but happens on both my Android phone
and Mac laptop.
32.
The only complaint I have about the phone system is that voicemail retrieval takes a long time :) And I
can't remember all the functions and what numbers to push, so I have to listen to a long recording :)
sorry for the whining!
33.
Too many loops just to answer the phone.
34.
Wireless in our building always has been shoddy (although the new upgrade was done a week or so ago).
35.
Students should not be employed on the help line. Full-time professionals should be employed in this
capacity. This is especially a problem with BB Learn-related issues.
36.
It is far too difficult to update our web pages.
37.
Should be able to access wireless from anywhere on campus, not just inside the buildings.
38.
Sometimes the public/guest wireless is flakey and I cannot ever login into the NAU network
39.
Peterson 2nd floor lacking wifi.
40.
Takes too long to get to phone messages; put identifiers AFTER the message.
41.
I find the current voice mail delivery very cumbersome and not user friendly in the least.
42.
the SOS system is convoluted and has a horrible user interface, accessing networks such as printer
networks is a pain in the ass on campus, there is not ITS technical training for people who actually work at
ITS, and the internet phone that I was using was useless because it kept reconfiguring itself.. just to
name a few.
43.
wireless seems off and on; when I have meetings around campus I use my 3G connection as the wireless
doesn't always work (even at Babbitt!)
44.
The wireless connection in the Gammage building is aweful. It says that it is available, but no one is able
to connect.
45.
It is not possible to access the network via wireless everywhere on the Flagstaff Campus. For instance,
they installed new devices in the music building but NOTHING in Ardrey Auditorium.
46.
ITS did not fix my on-going problem, which stops me from doing my job. :(
47.
WiFi on campus is too spotty and slow.
48.
I found that, despite many attempts, I could only sparingly get any of a variety of devices to work on
NAU's secure wifi.
49.
I do not care for the Lync system of phone and computer being connected.
50.
I work in Old Main/Ashurst and every single time and I can't get any connection unless my VPN is on. This
proves difficult when waiting for messages or using social media for work. No other networks on campus
require a VPN, ours shouldn't either.
51.
Changing passwords always causes account lock-out problems via CAS. ITS cannot remedy this problem
without changing the password again, which doesn't really fix the problem. Need to be able to determine
what device/account/program is causing problem. ITS can rarely do this for me.
52.
NAU network at extended campus site is extremely slow
53.
Wireless in buildlings takes too long to get updated, installed.
54.
Training opportunities are few and far between and not targeted to support staff.
55.
More online options for training modules would be great, since I'm unable to attend any in-person.
56.
I've been frustrated with the help desk on occasion. While the staff has been very friendly, I've reported
significant technical issues with the university's website that ended up being misdirected and/or dropped.
Honestly, I don't call the help desk anymore when I have an urgent situation. I tend to IM ITS individuals
directly so I know my issue is getting to the correct person. Similar issues have occurred with SOS. I
specifically say "For MENSA" etc in the case if I know which team should receive it.
57.
The wireless network does not always work, and when it does, it is prone to being very slow. It would
probably run better if I could use NAU's private wifi, but I've never been able to log on (and I know I'm
not the only one with that problem).
58.
The communite system's protocols for retrieving voicemail are laborious--it would be nice if there was a
quick message check option instead of having to listen to all the voice prompts; I will have to try the email
option but what I've seen from others has not impressed me at all, either. Changing the status of the
mailbox user (out of office, available, etc.) is so involved I just ignore it, even though it could come in
handy if it were not so cumbersome.
59.
What training? An online tutorial?
60.
Technical training is not offered often and/or classes are cancelled because of lack of participants. Training
on software needs to be offered on a regular basis. The "Onbase" training was awful!
61.
Voicemail system on landlines is clunky and outdated. Trouble Ticket Support has never resolved an issue
for me.
62.
Not at all clear how the "webpage and database project support" relates to the Marketing-mediated
redesign of websites and support for units to maintain their web pages
63.
Wireless Network Speed and Reliability has been an issue for Bury Hall for years. Hopes for better wireless
in the near future.
64.
I find it understandable but frustrating that I have to use a password on my iphone. this is a hassle so I
don't do it, but then I cannot respond to email quickly... would love a better solution.
65.
every time I unlock my phone, I have to constantly reconnect to the internet - especially on my iPod
66.
The signal in my office is absolutely horrible!
67.
No caller ID, voice mail system is cumbersome, no mailbox to dial from, no display on phone at all.
68.
Solution Center rarely helpful with more complex problems, and I generally solve my own simple
problems.
Wired network in our building is slow and we have old wireless...first gen legacy.
The email garbles voice messages. It's funny but not very useful.
I strongly disagree with the use policy for personally owned mobile devices.
69.
I think there should be more walk throughs of the residence halls to find sources of problems with wireless
networks. Usually have problems in hilltop and mckay, shouldn't have this many issues with the amount of
money NAU is getting for this.
70.
I guess I am unfamiliar with many of the services you offer? I do use "tickets" through e-learning/bblearn
support, is this the same as ITS?
71.
The voice mail service is cumbersome and too repetitive.
Would love to have it streamlined.
72.
My phone is very basic and I can not transfer calls or answer our main line when the need arises. I have
to run to the front to try and answer the line.
73.
Wireless networking support has been unreliable in the last year in Cline library carrels and needs MAJOR
upgrading in Bury Hall, a locus of LOTS of activity associated with University College and Liberal Studies
among others.
74.
We have had very slow response to phone issues from NAU. UA is fine day to day - but getting what we
need from NAU phone people is a constant push!
75.
Cat3 in the Union
76.
The phone voicemail is very confusing and long. There has to be an easier way to update status. Is there
something that explains away status? Vacation? etc? Very confusing. Not easy to find directions online
either. Everything else is GREAT!
77.
Ashurst wireless is basically nonfunctional.
78.
No follow up on training and when you ask they have scheduled work times that do not work with my
availablity - Lab top access in Admin Bldg is spotty - it is a telephone does it do more than ring
who do you call for support I always get the run around "no that is ITS no that is telecom" "can I call you
back I am not sure who handles that"
79.
wireless access in Gammage is all but non-existent...even the VPN is inconsistent at best. Will this building
EVER get upgraded to have consistent access to the NAU-Secure network??
80.
I would like to see more training and support on new items in the Tucson area.
81.
I am in the Gammage building and the speed of any internet is very slow.
82.
More inter-interoperability between Exchange phone service and standard phone service would be good.
83.
Wireless access connection and speed is a problem in many buildings. Also the security of the wireless
setup makes the use of Peer to Peer access problematic including the Apple TV
84.
I really feel that the last "upgrade" to the phone system has made it more cumbersome to use. Access
from mobile devices is slow. I need to repeatedly accept the NAU Public service agreement and NAU
Secure drops too often for me to use effectively
85.
N/A.
86.
The wireless networks seem to work very well, except in Ashurst, Prochnow, and the residemce halls.
87.
I always receive the support and answers I need.
88.
we cannot access wireless in key box office areas, such as the Rolle Box Office, the Skydome Box Office,
and parts of Ashurst. This hampers our ability to help patrons.
89.
The webpage at times is really hard to use due to spacing issues and formatting issues. It would be nice to
have a little more control over these issues in Ektron.
90.
The building where my office is does not have WiFi.
91.
I can never access the NAU wireless for internet. I always have to NAU guest even though I am a student
and a student worker and should have the proper credentials.
92.
I've had some difficulty with lost file recovery from mapped drives/shares. Looks like we don't keep
backups on all shared drives?
93.
WIFI in Building 16 in particular: "NAU Secure" is unreliable. I've called Help Desk and gotten my devices
"properly" connected, but it constantly won't work and I switch to "NAU Public," which also requires me to
re-login every time I leave a building, lose WIFI signal, etc. AWFUL!!!!!! Please (1) fix it and (2) take into
account that most users are Apple people not Microsoft people.
94.
I don't believe I have received good support for the MAC environment. consequently, I'm back to using
my very old desktop with Windows. the MAC environment at NAU is slow and cumbersome and the worse
thing about the MAC is trying to use Outlook calendaring and even email, it's horrible and I wish I had
never purchased the MAC.
95.
Many times LOUIE is too slow
96.
Wired network in my bldg still seems slow. Accessing wireless from Android can be problematic and slow.
97.
Move phone system to enterprise voice and deploy appropriate equipment and training.
98.
Some of the technical training options are depersonalized (watch a video) and not always helpful. I prefer
direct communication and interaction.
99.
My dissatisfaction is probably not due to ITS but rather to the fact that my office is at Pima College and
thus I need to go through Pima's firewall and NAU's firewall to get into the system. It takes literally
minutes to log on using my NAU-provided desktop. I rarely use it but instead take my personal laptop to
Pima.
100.
KNAU, a media organization on campus, is one of the few areas that does not have wireless/wi-fi, making
communications difficult for visiting reporters and guests.
101. The current voicemail system is not efficient
I keep many images of my culture dishes on my Bonsai H: drive, and am running out of space (I've done
102. a lot of experiments), and have been told not to bother trying to get more space because it won't be given
to me.
103. SOS is not at ALL user friendly. Every use is like a wrestling match
104.
Wireless network always drops signal and difficult when doing presentations. Wired network is average
speed, only know this because of high-speed cable internet at home.
I wish we had longer support hours for the Phone Center. I work past 5p.m. 4 out of 5 nights a week. I
105. work usually 3 out of 4 weekends a month. And, if I have a problem, I do not feel like I have a good
outlet.
I have tried to use the mobil features in the past but I found that they do not function in a way that
106. makes me want to use them regularly. I have tried to use the mobile feature on my iPad to access
Blackboard.
107.
offer more hands on training of different topics for Advanced users.
Allow more access right to web pages.
NAU Shares is confusing, and I don't feel that most of us a) know how to use it, and b) know where to
108. locate it. Also, I would love to have nicer phones, ones that have "do not disturb" buttons for meetings,
etc.
109. Had trouble with accessing email off campus.
110. Phone items take took long to be taken care of (moving a line, a new line, etc.)
111. Was not aware of how to setup email delivery of voicemail.
112.
The wifi in the Starbucks part of the Union, the Engineering building, and parts of Babbit is terrible. I could
not get my tablet to connect to NAU Public or Secure.
Cisco phone system works generally well, with the exception of voice mail. Quality of messages is so poor
113. that I often cannot understand the caller's name, phone number, or message. This is true with about 25%
of the messages received and is unacceptable.
114. Have been trying to get our department web page developed for two years and it is not up yet!
My team had the misfortune of attending a training on content management with an instructor who was
well versed in his technical knowledge, but ill suited to training in any material way. A group of systems
analysts, sys admins, and programmers had to constantly ask him to stop and articulate multiple (critical)
115. steps which he had simply proceeded through at speed without pause or verbal explanation of any kind.
We tried repeatedly to impress upon him that while he is deep in his skill with the interface, we as first
time initiates could not follow, let alone even read, the menu items he was proceeding through with his
abrupt staccato and unremarked strings of multiple mouse clicks.
116.
The speed was just very finicky. I had many times where it would just cut out all together or I would
struggle to have a fast enough connection speed for basic internet things
Phone system should display digits as you dial them. Should support caller ID for incoming calls. The
Communite web voice-mail interface is obsolete and only semi functional in modern browsers. current
117.
Voicemail security is a joke. Changes made to phone status using the menus take way too long to become
active.
118.
Don't love my phone. Would like a better model with display and ability to speed through what seems like
lengthy menu options.
The wireless signals in some of the buildings do not reach very far. For example, in the library, I have to
119. sit right in the lobby to get a signal. If I move to the reading areas, I get disconnected. In other buildings,
such as the Communication Building, the signal works perfectly.
120. What ITS technical training? Most of the training I would like to use is not available.
121. Couldn't figure out how to get email delivery of voice mail to work.
22. Please indicate your level of satisfaction with the following software systems at NAU.
Very
Satisfied
PeopleSoft Financials (Previously
Advantage)
3.88% (19)
Business Objects
3.27% (16)
Exchange email, calendaring and
collaboration
Instant Messaging through Office
Communicator/Lync
20.41%
(100)
22.04%
(108)
Web video conferencing through Lync 5.1% (25)
LOUIE
MyNAU Portal
NAU Mobile
NAU Alert
Sharepoint
24.9%
(122)
19.59%
(96)
3.88% (19)
25.92%
(127)
Satisfied
16.94%
(83)
16.53%
(81)
45.1%
(221)
25.92%
(127)
12.04%
(59)
51.63%
(253)
35.92%
(176)
15.71%
(77)
34.69%
(170)
3.67% (18) 20.2% (99)
Neutral Dissatisfied
17.76%
(87)
16.94%
(83)
12.04%
(59)
10.61%
(52)
6.33%
(31)
16.33%
(80)
21.02%
(103)
14.69%
(72)
12.24%
(60)
16.33%
(80)
Not
Response
aware of
Points Avg
Total
software
7.76%
40% (196)
490
n/a
n/a
(38)
43.47%
15.1%
490
n/a
n/a
(213)
(74)
12.45%
6.33%
490
n/a
n/a
(61)
(31)
30.61%
8.16%
490
n/a
n/a
(150)
(40)
57.76%
17.14%
490
n/a
n/a
(283)
(84)
2.04%
0.2% (1)
490
n/a
n/a
(10)
17.14%
1.22% (6)
490
n/a
n/a
(84)
53.06%
8.16%
490
n/a
n/a
(260)
(40)
19.8%
3.27%
490
n/a
n/a
(97)
(16)
39.39%
13.67%
490
n/a
n/a
(193)
(67)
Very
I do not
Dissatisfied
use
5.51% (27) 8.16% (40)
3.47% (17)
1.22% (6)
3.06% (15)
0.61% (3)
1.84% (9)
0.82% (4)
0.82% (4)
0.82% (4)
4.49% (22)
0.41% (2)
4.49% (22)
0.61% (3)
3.27% (16)
1.22% (6)
3.27% (16)
0.82% (4)
5.1% (25)
1.63% (8)
Total Respondents (For this Question)
(skipped this question)
490
81
23. If you entered dissatisfied or very dissatisfied to any item above, or if you would like to provide suggestions for improvement, please indicate why
or include them below.
1.
These are not straightforward and very difficult to use. I have to call someone to ask what is being
transacted, silly codes are needed to access information that I can't remember and don't have time to look
up.
2.
Peoplesoft has strange glitches that are difficult to interpret
Business objects is not intuitive
exchange on my smartphone was interfering with my time off
sharepoint is very clunky and doesn't always do what I want it to (won't put announcements on the page
people see when they open)
3.
PeopleSoft has been a disaster for grant-funded projects and people (including myself) in my department.
We are STILL struggling to put the pieces back together after the switch-over.
4.
Don't receive alerts to either student account or Staff account after signing up
5.
Why use Lync? e-mail enables a pop-up that can readily be attended.
6.
Sharepoint should allow Access. Unsure if I have to sign up for NAU Alerts every year, but it does not work
for me any longer.
7.
Outlook is slow when I use it from home and access it through the internet. LOUIE has been slow a
number of times. The new advisement report in LOUIE is a pain to use. Confusing when some NAU
programs work better on Firefox and some NAU programs work better on IE. It would be nice if everyone
at NAU picked one (IE or Firefox)and made the programs work better on one of them.
The peoplesoft financial site NEVER aligns with actual account service. The balance is off, it is difficult to
read and understand the notations, often shows duplicated transactions. I have no access to a current,
real time accounting of my financial situation with the university and it is very frustrating.
8.
NAU mobile does not work properly. I've been unable to login no matter how often I've agreed to the
terms. I no longer try.
NAU Portal does not provide relevant information and links are difficult to navigate. What is the point of
signing in through the portal and then having to sign in and authenticate again with each link (louie, mail,
bbl earn). It's useless.
I keep signing up for NAU Alert and it never works.
9.
I think that sorting emails by first name and middle name first is ridiculous. I often cant find the people I
need because the email contact list is not sorted correctly.
10.
Sharepoint is painful to use. It crashing or 'eats' documents.
11.
Sharepoint is clumsy.
Advantage was better.
12.
PS is not user friendly, there are too many steps to get things done. Although I do use the reports yet, I
have heard that are hard to interpet
13.
The fee to pay something through LOUIE is too much.
14.
We received transmittals from various departments for deposit and there seem to be a lack of training or
confusion with different departments.
15.
When I do a receipt and am having a problem with AP they tell me they can't look at the same page I'm
on and have no idea of what I'm trying to do. Not user friendly.
16.
All of the software on which NAU spends way too much money is very clunky. We'd do better with open
source.
-- Even for this survey, there are problems!!!! I missed a line and it said there was a problem for question
21 (which was on the previous page). BAD programming all around!!!!!!!!!!!!!!
17.
Business Objects reports seem hit or miss for my needs.
18.
I find the Portal "clunky". As a staff person, the front page didn't work for me. I have set up my own
portlets on the Resources and Tools page so that I have access. But, I often can'g use the "white pages"
directory without having to log back in and then start my search from the beginning. When I trying to look
up a quick phone number (say, when I'm trying to transfer a call, it can take a very long time. I primarily
use the Portal because of the Internet Favorites - I like that I can get to my links from whatever computer
I'm using, but it is very annoying to have to click around to get to them, and then to be booted out so
frequently. And, to not have the front page work well for me.
19.
LOUIE was working fine and then was changed a couple of months ago. It's difficult to print transcripts for
advising students now, and difficult to find and use other features. Why the change? It was fine!
20.
Louie tends to get ovewhelmed easily and becomes slow. I also find it hard to work in multiple windows of
louie.
21.
I do not think the program is very user friendly. Just too many places to go to get information and
changing doc information is difficult.
22.
There have been nothing but problems with this system since its implementation.
23.
Lync is not appropriate to my work and a distraction I wish could be removed.
I work in Yuma and would prefer not receive alerts about main campus.
24.
I really hate the system now for checking financial aid and payments. I much preferred the old louie
system. It was easier to figure out.
25.
The system will not allow me to find other people who utilize the program
26.
There needs to be an easy way for my student works and part-time staff to print/email their completed
online timesheets that they send to their supervisors for approval.
27.
I would like to attend a formal training or receive a "workbook" on tips for finding the reports I need in
Enterprise Reporting. It usually takes me a long time to find the correct report and run it. This is partially
due to the fact that I don't run many reports annually and partially due to the labels attached to the
reports are not very intuitive.
28.
Peoplesoft financials has driven my staff crazy in many ways - it has caused so many problems and it still
has so many apparent bugs. Business objects is just such a hassle to wade through to get information.
29.
I have a hard time detangling my feelings for the tasks I do in LOUIE or in PS financials from the software.
The work is not always thrilling.
30.
while annoying, my previous university's alert system (for SMS messages) always asked for a reply of
"YES" otherwise it would continue to send the alert. it guaranteed that the alert was delivered.
additionally, the alert system would be very ineffectual in a classroom setting where mobile device and
computers are not utilized. some sort of scrolling light bar in each classroom would alert the instructor and
students to potential threats.
31.
It is very difficult to conference through Lync if not on your own computer. Sound doesn't work if remoting
to your PC and using Lync. If on another computer, user must log in as themselves and build a profile, still
sometimes Lync doesn't bring those in your contacts over into new instance. MyNAU Portal is nearly
useless for my work - I never go there unless trying to search the directory by userid. Sharepoint is not
intuitive and doesn't work on browsers except for IE.
32.
As a program that has staff members meeting regularly with students, it would be helpful for both
constituencies to be on the same calendar platform for scheduling ease.
33.
I am beginner with smartphones apps- but when I went to sign up for NAU Mobile I found the terms and
conditions prety invasive and choose not to sign up for it.
34.
In sharepoint I often have to log in several times just to get to a particular document.
35.
Sharepoint is unpredictable at times, system updates always trigger problems with access, loss of
documents, functionality.
36.
The information in business objects lacks accurate encumbrance data and does not completely match that
in PS Financials. I find the information unreliable.
PS Financials does not have a report where I can view Pre Encumbered, Encumbered AND Expended for
ALL accounts for a given project / Dept. ID. Currently I need to look at P.E., Encumbered and Expended
separately and each account separately.
37.
I won't use MY NAU Portal over my desktop because my desktop does more.
38.
The problems with the Peoplesoft financial has created more work,and directly correlates with my projects
not being completed on time. There has been a lot of extra time and effort expended on the switch over
and it does not seem that the system is any more effecient.
39.
I'm not sure why MyNAU is there. I wish I could access my BbLearn courses through MyNAU, but
otherwise, what is the purpose of My NAU?
40.
Lync is a pain in the ass ... especially for those who don't want it and it gets forced on them every night -- IT SHOULD BE AN OPTIONAL DOWNLOAD ... I know of may departments and faculty who put their
machines on the student domain, just so they don't have to deal with Lync.
41.
PeopleSoft Financials...... Can't get the information I need, and when I can it isn't easy. Rolled-out one
year too soon.
42.
Sharepoint is difficult to use and many features don't work in Chrome.
Exchange doesn't integrate well with other systems - Google calendar, for example.
43.
Sharepoint has a terrible user interface and GUI editor - its attempts to prettify my documents inevitaly
take raw data and turn it into gibberish.
Neither complaint is about the implementation at NAU; in both cases I simply find the software itself to be
badly designed.
44.
The UI for Louie is a joke, the portal is useless, its trying to fix the UI for LOUIE, but not really. NAU
mobile is non existent.
45.
After initial setup of Lync it would no longer work after a required password change when logged into the
NAU-Students domain, which is what I work on 99.9% of the time. There is too much spam from NAU
Alert. This should be reserved exclusively for EMERGENCIES.
46.
The new Peoplesoft is VERY SLOW at loading some things, like transcripts.
47.
MyNAU Portal is not visually appealing and is difficult to customize to exactly what I use.
48.
Share point is not very easy to use or easy to understand and learn in an intuitive way.
Louie Financials is bad because when I do an account inquiry for my student bill, I am exported to an
outside website company that wants to help me pay my bill but does not actually explain the details of
this bill. I do not like this function at all
49.
Sharepoint seems to remain more "distant" and harder to use for undergraduate students than a local
shared drive.
It seems that the file hierarchy system is a big stumbling block.
50.
I have had problems when trying to pay for charges online. I'm not sure if it's the new system, but I had a
check not go through, which didn't make sense, and then got another charge.
51.
No notice from PeopleSoft Financials that a direct deposit has been made (for a reimbursement).
52.
PS financials - awkward, no tutorials
Outlook calendar for Mac is quirky
NAU Alert cannot be set up on my phone - multiple attempts
53.
The last snow storm when NAU closed in Feb I did not get a text alert as I would have expected. A
previous time I recall not getting a text message, so though I *AM* signed up I don't have a trust level
that it's working consistently (for me).
Though I don't us PS Financials, I work with those who do and it's reported to be a 'nightmare'
54.
Our deparmental accountant has had major problems accessing accurate and up-to-date reports for our
accounts. The end-users should have had prominent participation in the decision-making process prior to
this major purchase and change-over.
55.
I shouldn't have to purchase app for my Android phone to access the Exchange server for work.
56.
Due to network issues, video and audio through Lync meetings is very unreliable. Many delays in loading
video and audio cuts out.
57.
The Exchange/iOS bug a few weeks ago wasn't handled super well- the email that was sent out didn't
have much information about what we could do on our own devices (work-arounds, etc). Otherwise,
Outlook for Mac always seems to have bugs and shuts down with errors. Lync doesn't work well with Mac
either and it's unfortunate that these products are so buggy.
58.
The change to PS financial has been a disaster. The trainings are poorly run, the training materials are not
helpful and the funcitonality of the PS Fin is useless for what the end user needs. Because of the change
to PS Fin, the data in business objects is unreliable.
59.
Louie drives everyone crazy. It is the no.1 most asked question at my library help desk. It's clunky.
Sharepoint is clunky too. Only administrators like it, and the rank and file avoid it.
60.
My team uses Sharepoint for a variety of items - but none of us have ever had any training. So my
dissatifaction may just be from our lack of knowledge of how to maximize its usefulness. At this point, I
just don't see the point of having information there, versus in one of our other shared folders.
61.
I do not have to access PeopleSoft personally very much, but my financial staff that do have to interact
with this system are very frustrated, which impacts our overall work environment.
62.
People Soft Financials is not user friendly and the departments who set it up all seem to work
independently from each other and blame someone else for its lack of effectiveness. It's hard to figure out
whom to contact for what and then those contact people act like you don't know what you are doing and
that the system is so wonderful. The Business Objects reports are absolutely hideous and keep changing
or being added to. Mind you, this is nine months into the new and improved PS Financials! I cannot
reconcile my accounts with NAU data! What took me minutes literally takes me HOURS! This is not good
usage of my time (or probably other people who are as frustrated with the system)! NAU needs to admit
they made a mistake and pay money to hire additional consultants (I heard their contracts had ended)
and bring this system up to par. I have been through CORE, CUFS, Advantage and this is the worst
system I have used. I think it's worse than anyone thinks!
63.
Louie is ok, but I'd love to see it updated to a more modern layout and with enhanced usability. It does
not portray NAU as a technologically savvy university.
64.
The PeopleSoft financial system after its recent overhaul has left our program and our accounting office
with a nervous tick. The lack of foresight and reception to change, lack of training and support, and erratic
data reporting approach have all caused many problems, delays and setbacks within our department.
Hopefully after surveying key players on the functionality and usefulness of the system recently there will
be improvements!
65.
PS Financials: Changed a simple approval process by adding too many levels of uninformed approvers,
and confusing notifications.
Instant Messaging through Communicator: Not used by all. The only people who have contacted me with
this are people I don't normally communicate with. NAU Portal: I like it, but I get some sort of
compatability warning when I open it in Explorer - have to use Firefox to avoid that warning.
66.
Microsoft is a travesty.
67.
Video conferencing seems to be the single greatest missed opportunity. Too many situations where we
travel rather than use technology; too many different solutions and approaches when we DO want to use
web or video conferencing; too little support in terms of facilities or knowledgeable people. It's time we
really figured out a viable solution that could be broadly adopted and much more frequently used across
the university.
68.
For whatever reason, we are not getting good, up to date reports from our business office and we're told
it's due to PeopleSoft Financials.
69.
way too many things to learn going from on system to the other.
70.
PeopleSoft Financials was rolled out before they were ready and for those of us who manage/track grant
accounts- it is a nightmare... I have to go to several different locations/pages for each charge within a 5060 page report to find the information I need, if it's there at all. It's simple- what we need in a single
report at the very least is: vendor name, purchase/charge description (NOT the official "category"),
transaction date, amount.
I like to print hard copies of my payroll summary sheet but have never been able to print a full copy of the
summary.
The Business Objects interface is clunky, non-intuitive. It's been nearly a year since I've been able to
prepare a report.
71.
Sharepoint is another clunky, non-intuitive system.
My desktop does not have a built in microphone or webcam so, I'm unable to use many of the features of
Lync.
The ITS security protocols are extraordinarily restrictive, so much so that they make it difficult for me and
my staff to do our work.
72.
I work directly with our business manager. Peoplesoft financials has been a wreck since the 9.0
conversion. Information in it is incorrect and unreliable! Several functions don't work (e.g. w/
subaccounts)
73.
We've had issues with Sharepoint reliability & flexibility, and ITS has been limited in their options for
helping us. They seem somewhat frustrated with the tool.
74.
I don't find the MyNAU Portal very useful to me as an employee. The only reason I visit it is to access
Advanced directory functions.
75.
Exchange calendar is terrible...makes me wish for Corporate Time ;-)
Lync needs file transfer cross-platform...doesn't work!
I only use the portal for people search and that is clunky. The portal is clunky too, but I don't need it for
anything else.
NAU Alert should be opt-out, not opt-in.
76.
PS Financials and NAU's procedures are redundant and time consuming. some trimming would be well the
upfront time
77.
The LOUIE and MyNAU Portal both aren't organized very well and could be cleaned up to be easier to use.
78.
I am not getting NAU Alerts, despite having signed up for them.
79.
Would like see more functionality.
80.
I can seldom get any assistance when I have a problem with processing. I may hear back days
later...sometimes I have gotten contraditory information.The system should have had a lot more time in
the incubator before being dumped on us.
81.
PeopleSoft is a fossil that has never been user-friendly, but that has been an issue for years and any
nothing will change. I have been signed up for NAU alerts, but did not receive the snow day text last
week, even though I have received other alerts.
82.
Dissatisfied with Exchange support for 3rd party email clients. Using Outlook for exchange is cumbersome
and overkill for most uses. Support for more open-source solutions would be appreciated including
Thunderbird.
NAU Alerts frequently do not reach me via SMS. I will get an e-mail, but SMS is hit or miss with reliability.
83.
It would be nice if course information on Louie could include students' photographs (for professors and
advisors alike)
84.
PeopleSoft Financials has been a huge challenge for our department. The system is extremely
cumbersome, and has increased the workload on the admin staff a lot. A few people in our office also
continually have problems with their Outlook calendars. We never know if the calendar invites they are
sending are current (if that is when a meeting is really scheduled), or if it was just a proposed time. And
we sometimes get the invites weeks after they are sent...
85.
I am unable to view MyNAU properly on XP, which the operating system on my primary computer. I am
unable to download Windows 7 and don't know when I am due for upgrade, so I cannot fully use the site.
I don't think it should be that way.
86.
PeopleSoft requires too much guesswork to find applications or codes that will provide needed information
to get things done. Too many options to resolve issues in too many different places.
Business Objects is frustrating to download information when not used regularly. Time of posting
transaction details has slowed tremendously. It takes days for purchasing card transactions to post like it
did in Advantage.
MyNAU Portal is too confusing and provides a plethora of data that makes it difficult to navigate.
87.
My NAU Alerts tend to be hours late after the emails are sent out. This last snow day I did not get an alert
until an hour and half after the snow day had been called. The NAU mobile app is hard to use and is giving
alerts that are days old.
88.
LOUIE is difficult to navigate, the menu items are unclear and it is slow to respond!
89.
Both LOUIE and MyNAU Portal are confusing to navigate. It is not straightforward where certain
information can be found, and I usually spend a couple of minutes looking for the information I need.
90.
LOUIE/Peoplesoft just sucks. It has sucked from Day 1 and while minor improvements have been made, it
is still awful. It needs pull-down menus and other things to make it more accessible and more intuitive. I
am also an administrative user, and every system I use is totally counterintuitive and requires I re-learn
how to use it every 3-6 months when I find myself having to do certain tasks.
91.
As I stated previously, Outlook is not as user friendly in the MAC world. There is a dramatic difference and
the MAC environment is generally very slow compared to Windows.
92.
Would like to see the option to delete a comment on EAN in case of error.
Often use of LOUIE is slow.
93.
NAU Mobile does not work with Windows Phone (no app).
94.
Way too many options.
95.
I do not receive the NAU Alerts or any of the information provided through NAU Mobile on time. The
notices of classes being canceled arrive after the fact and it's very disappointing to not receive the
information sooner.
96.
There have been problems with calendaring system not working with macs. PeopleSoft Financials is just
awful, and the BO reporting is also unreliable. Bad decision to implement that.
97.
PeopleSoft Financials does not accept Visa credit or debit cards. This is extremely problematic, as I now
have to write a check and send it in rather than have an easy online way to pay my bills. This is ridiculous,
especially for things like $1-$2 printing costs.
98.
PSF is no better than Advantage for worker bees like me and, in fact, is more frustrating because it is
difficult to see your work after submitting it and other higher-level users can often not see the same
screens as you and therefore cannot help you effectively. Travel advance reimbursements are very clunky,
requiring more steps than before.
As for NAU Portal, I find it completely useless. I see no advantage to it above and beyond features I can
find on the homepage.
99.
PeopleSoft Financials is not user-friendly. IM is ok, but I never know when some one is trying to reach me.
The icon needs to vibrate or something to get my attention.
100.
Although I do not use PeopleSoft financials directly, it has been nightmare since July 1 getting useful
financial reports on grant-funded projects because of the switchover from Advantage.
For the most part I don't have issues with PS Financials, Sharepoint, or Business Objects. However, I feel
like the communication about how to do things often falls short. Emails contain too much or too little, or
they aren't specific about what they are addressing so you don't always catch the info you most need.
Emails work well for me, but I find that senders aren't always very good about communicating effectively
101.
or drawing your attention to key points of information. For instance, when having issues with the first
IDT's, I found going back to older email messages, a key piece of information about completing Cost
Justification forms for IDT's involving grant accounts. The info was buried in an email discussing very
different PS Financials info, so I hadn't seen it when skimming for pertinent info at the time.
The sharepoint thing may be because unless you're some kind of wizard with it it's a pain to use. I've seen
people create great things but day-to-day I don't like it, and I haven't had time to do a million tutorials to
become some kind of expert. Also the WYSIWYG is awful for it. It just randomly resizes things and messes
102.
up bullets. Have to type things in HTML if I want it to look right every time
Is Louie peoplesoft?
103. NAU mobile does not work well on my phone.
104. NAU Mobile constantly crashes when trying to log in to BBLearn.
105.
Business Objects is antiquated and not user friendly. I need more "hands on" training using data that
impacts my job. And, I am just not a Sharepoint fan.
NAU Mobile only runs half the time, and is iffy at that on how updated it is. Not very reliable, and I don't
know what to tell you to do about it. I just know it doesn't work well.
Sharepoint--oh my lord. Could there be a more antiquated system? Please. This system is the most
106. difficult of all systems to use. In fact, it's so difficult that I refuse to use it anymore. Talk about a program
that's a major time waster. Too many steps, too many problems linking up with others, too slow...it's just
awful for sharing information with other depts. There has to be a much easier way to share and transfer
docs. I hear ITS loves it and thinks it's great, but it's NOT user friendly to the general population, and I'm
not afraid of computers. Sorry, hot button issue here.
107. Had trouble accessing email from off campus.
108. No matter how many times I've tried registering for NAU Alert, it will not let me.
109.
NAU Alert did not occur on my phone for campus closure (I used to get them--have not taken the time to
identify the issue yet--could be it's something I did)
Although Sharepoint has some useful features, it is very cumbersome and clunky to work with and difficult
to find answers to questions using the Help feature. This is a very intuitive platform. I do appreciate that
110.
multiple documents can be uploaded at one time...but only if using IE, not Firefox, which is my preferred
web browser.
111. NAU Mobile needs to be an iPad native app and the content needs to also support iPad as well as iPhone.
People soft financials still has funtionality issues with grants. In addition, items are being charged indirect
revovery costs incorrectly. There is not enough detail in the reports to determine the exact charges. Very
dissatisfied. If I could suggest another program altogether I would. The implementation of this transition
was terrible. end users were not consulted, and nine months later we do not have full funtionality. We are
112.
wasting many hours every week to deal with problems that should not exist at all!
Sharepoint could be more modualr. When we try to add components we get too many conflicts. Would
also like to be able to have ONE site with much more customization and permissions. For example, some
pages viewable by one user group and not others. It is very difficult to do this currently.
For LOUIE, the system always crashes during enrollment times and acts strangely after updates. NAU
Alert is good for weather and other cancellation events. I had the crime alerts, though. I live off campus
113. and they do not apply to me. I got 4 texts the other morning! For Sharepoint, you have to upload files one
at a time. I would love if I could upload a whole folder of files at once. Individually uploading 100-200 files
takes forever.
PS Financials is not coordinated and so not consistent for users. Business Objects has suffered from the
114. conversion and is no longer reliably accurate. Sharepoint is not easy for me to use because of the layer of
complexity my Cillege ITS group superimposes.
115.
Please ask the person who inputs NAU's holiday schedule to set his or her Outlook default reminder setting
to "None" so we don't get reminders of NAU holidays at 6 a.m. on our smart phones.
24. Please indicate your level of satisfaction with the following new or improved services.
Redesigned ITS Web Page
Mobile web applications
Very
satisfied
Satisfied
Neutral
4.73%
(23)
2.06%
23.66%
(115)
11.32% (55)
25.31%
(123)
18.31%
Not aware of
Very
I have not
Response
upgrade/new
Points
Dissatisfied
used
Total
feature
21.19%
5.14% (25) 1.23% (6)
18.72% (91)
486
n/a
(103)
1.23% (6) 0.82% (4)
50.21%
16.05% (78)
486
n/a
Dissatisfied
Avg
n/a
n/a
Redesigned MyNAU portal
Automatic Secure, Roaming
Wireless
Sharepoint Upgrade
Lync Upgrade
(10)
7.61%
(37)
8.85%
(43)
2.06%
(10)
7.61%
(37)
28.4% (138)
19.75% (96)
12.35% (60)
17.28% (84)
(89)
27.37%
(133)
14.81%
(72)
16.46%
(80)
15.02%
(73)
Green PC thin clients
1.65% (8) 5.35% (26) 8.23% (40)
PeopleSoft Financials
3.7% (18) 10.7% (52)
Lynda.com site license
9.88%
(48)
18.31%
(89)
9.26% (45) 7.82% (38)
2.88% (14)
0.82% (4)
3.7% (18)
2.88% (14)
1.23% (6)
0.21% (1)
0.62% (3)
0.82% (4)
1.65% (8)
0.41% (2)
13.17% (64)
486
n/a
n/a
19.55% (95)
486
n/a
n/a
28.6% (139)
486
n/a
n/a
27.37% (133)
486
n/a
n/a
29.01% (141)
486
n/a
n/a
12.76% (62)
486
n/a
n/a
26.75% (130)
486
n/a
n/a
Total Respondents (For this Question)
486
5.97% (29) 5.14% (25)
0.62% (3)
(244)
19.75%
(96)
30.45%
(148)
39.09%
(190)
31.28%
(152)
53.7%
(261)
43.42%
(211)
45.68%
(222)
0% (0)
(skipped this question)
25. If you were either very dissatisfied with a service or have suggestions for improvements, please enter them here.
1.
I use the Lynda.com site license frequently to learn what I need for Access and Excel. THANK YOU for
these services!! I would not be able to improve and learn new software technologies (particularly not
when I have an extra 20 minutes at my desk) without this service.
2.
See previous message. The new PeopleSoft is even worse that the old one.
3.
NAU portal represents the epitome of clutter; extremely slow when trying to find the phone number or
mailing address of another staff member.
4.
see #23
5.
There is no listing for the ITS Front Desk number. The Solutions Center does not know who the Scorer
people are, and they sit right opposite the front desk..and there is no Front Desk number for the Solutions
Center to give me either.
6.
I've used most of these often over the last year and a half and have noticed no changes.
7.
I would like to see the coverage for wireless increase over campus. Neither my iPad or my android phone
get very good reception.
85
8.
The Lynda.com sites were very difficult to use and figure out!
9.
Advantage was better.
10.
We do not have wireless in Gammage
11.
I find Lynda.com hard to use at times, as I think an in-person training session would be more beneficial.
That being said, I appreciate the fact that we have Lynda.com as a resource.
12.
You must be joking. Upgrades... what about downgrades?
13.
I feel like the "new" NAU webpage format actually removed a lot of information that was previously
accessible. I don't like that it seems to provide less content and yet be more relied upon to deliver it.
14.
See comments on previous section.
15.
Automatic secure roaming wireless--difficult to connect. Advised by ITS not to bother using for my mobile
phone.
16.
PeopleSoft has not been user friendly. Too many people are entering incorrect information because they
don't know where to go to find the correct info
17.
I have not found the things I've needed on most of the mobile apps.
The entire financial system is still in disarray -- this is unacceptable.
18.
Secure access is not automatic for my android. If I go to lunch, I have to create a secure login again when
I return .... very frustrating. It does not work like advertised.
19.
I wish Lync was not required in the computer policy.
20.
The ITS web page I think looks cluttered and it is difficult to find anything. PeopleSoft financials is
confusing and it is hard to figure out how to pay if you do not have a non-visa credit card. Please put
where to address checks somewhere. Also Administering access for my parents was unnecessarily
complicated.
21.
see previous comment
22.
Ditch the peoplesoft financials all together - that software is awful.
23.
What the heck is a "Green PC thin client"?!
24.
Sharepoint was once semi-intuitive but has become worse to navigate since the upgrade.
25.
It does not save my changes to the style of the layout of the course
26.
Roaming wireless definitely does not function with my phone, iPod, or laptop.
27.
The redesigned MyNAY portal is too complicated to navigate, has loading problems, and is not neatly
designed.
28.
Very glad the NAU wireless names have been standarized.
29.
It's very hard to find stuff on the ITS page (as with any NAU page now) ... it's like LOUIE ... you have to
keep clicking and clicking an clicking to get to where you want to be. The ITS Downloads should be a link
on the ITS home page ... along with the SOS system ... IMHO
30.
PeopleSoft Financials is lacking
31.
My vote on Ektron is still out. Not sure I like this solution yet....still pretty cumbersome. Head and
shoulders better than LiquidMatrix...but going to be hard to not have the control and flexibility I had in
Dreamweaver.
32.
1) I think the wireless is too available, for students cannot resist using it all the time. It makes me a
gestapo police to ban them and then try to enforce it.
2) Lync slows down the boot-up time considerably...leave it just for the administrators who are running to
meetings.
33.
I have difficulty finding the exact info wanted on the ITS site sometimes. I end up in the same page over
and over before I can find what I want.
34.
I cannot access internet from my smart phone when on campus.
35.
It is difficult to find information on the ITS web page.
36.
maybe you should guys should hire UX designers and listen to them, have you seen the redesign of the
people search page for example? added functionality but the UI know sucks. Maybe directors should stop
meddling in design decision, that would be a good place to start, the same for team leads, just because
you own the data behind the app that does not mean you know how to present that data the best way!
37.
I don't like people soft financials for looking at (redacted) personal bill - it is okay as an administrator.
38.
Regarding the new ITS web page, I feel that sometimes it makes me go around in circles when I'm trying
to get somewhere. That's probably because of having a lot of links!
MyNAU portal is a little too busy looking, but much better than before!
39.
Again, I do not believe it is helpful for my phone system to go through Lync
40.
PS financials - more step by step tutorials
41.
ITS website sends me in circles. options are not intuitive. Rarely do I find what I am looking for, but end
up clicking back to the place that I started.
Sharepoint upgrade is excellent.
42.
See previous comments
43.
Sharepoint was upgraded? Who knew?
Green pc clients shut people out of the system and drive them crazy. Automatic roaming wireless is a
pipedream that was not realized in real life. It's still really hard to figure out who's who and what's what in
ITS. The NAU portal is cluttered and painful, and not very useful at all. (My Linux computer hates the NAU
portal.)
44.
I do not have to access PeopleSoft personally very much, but my financial staff that do have to interact
with this system are very frustrated, which impacts our overall work environment.
45.
The reports are extremely difficult to figure out.
46.
The wireless is not automatic in my experience.
47.
There are numerous issues with People Soft Financials and upper management really needs to listen to
those who have to work with the system and actually remedy the problems in a timely manner.
48.
Again, we don't consider the peoplesoft upgrade an improvement, at least not until the information can be
more effectively used and transferred. Green PC clients are great but only appropriate for those without
special computing needs.
49.
Links do not look like links -- Software Downloads (for example)
50.
See previous comment re: PS Financials.
51.
Same as before- being told we can't get certain reports and that information is out of date due to new
system.
52.
already explained dissatisfaction with peoplesoft financials
53.
As in question 23
54.
The newly designed ITS pages...can't find anything! Make Software Downloads and DHCP registration
more prominent!
The new wireless seems finicky esp. with Macs.
55.
I am still unable to get connected despite my updating the software on my iPhone.
56.
See my last remarks about wireless connectivity for CLine and Bury Hall.
57.
The MyNAU Portal can be cleaned up to be more usable.
58.
Thin clients can log off users unprompted. It's infrequent, but it happens.
59.
I don't really like the look of the new webpages - especially since they are so restrictive in formatting.
60.
Thin client has numerous cases of being slow, freezing, "stuttering" (delay between typing and letters
appearing), will not keep bookmarks, shutting down abruptly,...
61.
Web design is not user friendly at all it is embarrassing to tell a student that you are trying to find the
information with them and are coming up blank. they way to find info is to just happen on it and god
forbid you did not write down the steps
Wireless is again more miss than hit
62.
wireless is still too inconsistent - there are far too many weak signals or dropped signals around campus.
PeopleSoft is Peoplesoft...an ancient software that has not been user-friendly for years. Well, for ever.
63.
the thin client is many many times slow or not working at all. can be very frustrating for those of us with
the thin client
64.
It is difficult to find items on the ITS website. It is a pretty interface, but functionality has been seriously
reduced. Searches result in broken links to old resources.
Lynda is find for End user application training, but provides limited training for server side or more
technical resources.
65.
In my oinion, this system went live much too early. There have been many probelms and fixing them have
been a challange
66.
Yes, Macs have issues with NAU wireless.
67.
See previous page on PS Financials
68.
Cumbersome to have to go through the "NAU secure" process every time I want to use WiFi in a building
on campus.
69.
It was difficult to locate my W-2 for taxes.
70.
See my previous comments about NAU Secure and NAU Public, which do not work well on my MacBook
Pro, iPhone, or iPad. They appear to have been designed to not work with Apple products, at least not
well. When will you all realize only people who can't afford Macs use Windows PCs, and everything else is
dominated by Apple.
71.
The thin clients appear to have more connection speed errors than the regular CPUs, causing lag and
problems loading web pages, documents, and such.
72.
no windows phone support, its web page is hard to find things, index is outdated, search doesn't work
very well at all. when I suggest change on page, I get e-mail with answer, but info is not fixed on
webpage
73.
I don't use the portal for its real purpose, only to access the other 2 email accounts (departmental
accounts). I don't like having to sign in to the e-mail accounts after signing in to the portal--not
convenient. And did I mention that PS Fin is terrible?
74.
Wireless is spotty from building to building both on mobile (android) phone and my laptop e.g. Franke
great, extended campus building not consistent.
75.
Addressed this 2 questions back. The Advantage --> PeopleSoft switch has been a nightmare.
In making ITS Web Page more friendly to the community, you have lost functionality for ITS employees.
There are certain ITS department links that I have never found since the upgrade.
76.
My complaint is not so much with Lync as with Lync on Windows 7. Lync used to pop up a window when I
recieved a new IM. Now I can't tell when I recieve a new IM--messages sit unnoticed for hours. It's
become pretty useless.
77.
I do not like the redesign because BB learn does not allow you to view edit online by deleting your post.
78.
Even when in areas with good wifi, NAU Secure does not always connect. As soon as I click on the full
signal, it drops to nothing and does not connect. Happens with my laptop, tablet, and smart phone.
79.
The new ITS Web Portal does not have a standardized interface. Sub-pages interchangeably use different
heading levels, colors, and text decorations for Titles, Links, and Text. The complaint I hear the most from
my peers is that they have to mouse around the entirety of some pages to simply identify which page
features and/or text are actually clickable links. A standard layout format applied to every ITS page would
go far in usability.
80.
Again, PeopleSoft has been terrible. This seemed like a rushed job, poorly executed and a choice of
software company that has too many "Fixed" sturctures that take too long to change or adapt, if they can
be adapted at all.
81.
you've got to be kidding about people soft issues; there are so many!
82.
Can't find anything in the new ITS website
83.
It would be nice to have not always automatically force a Secure WiFi connection, if I setup a NAU domain
machine with a local non-admin account so that user account can use the Public WiFi instead.
84.
PS Financials was not corrdinated and so is not consistent for users. It is more like 4 different systems.
26. Have you completed the mandatory NAU information security essentials training (http://nau.edu/its/learn/InfoSecEssentials/)?
Response Response
Total
Percent
389
82%
84
18%
Yes
No
Total Respondents (For this Question)
(skipped this question)
Points
Avg
n/a
n/a
n/a
n/a
473
98
27. If you have ever had an information security incident in your area, were you able to get assistance from ITS to resolve the incident?
Response Response
Total
Percent
65
14%
27
6%
Yes
No
I have never encountered a
security incident
Total Respondents (For this Question)
381
81%
473
100%
(skipped this question)
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
98
28. Please indicate your level of agreement with the following statements.
NAU's information technology infrastructure (network,
telecomm, file storage, application response, etc.) is meeting
my current needs.
I have appropriate individual (desktop/laptop, etc.) computing
technology to perform my job.
Strongly
Agree
Agree
Neutral
25.54%
(119)
56.87%
(265)
12.45%
(58)
4.51% (21) 0.64% (3)
466
n/a
n/a
34.98%
(163)
50.43%
(235)
9.44%
(44)
4.29% (20) 0.86% (4)
466
n/a
n/a
Disagree
Strongly Response
Points
Disagree
Total
Avg
ITS support is important to my work activities.
ITS provides you with sufficient technical support for the
existing NAU computing environment.
43.56%
(203)
34.76%
(162)
39.48%
(184)
46.35%
(216)
14.16%
(66)
16.09%
(75)
1.93% (9)
0.86% (4)
466
n/a
n/a
2.15% (10) 0.64% (3)
466
n/a
n/a
Total Respondents (For this Question)
466
(skipped this question)
105
View conditional responses (if applicable)
29. If you strongly disagree with any of the statements above, or you have a specific suggestion, please indicate why or provide it here.
1.
I need more support for research computing.
2.
Not your issue, I have many data manger sites that are not compatible with my Mac. Makes
my life difficult!
3.
1. when does ITS conduct training sessions for software upgrades outside of normal work
hours? if not, why not?
2. retrieving phone voice-mail works so sloooowly
3. for NAU home page to serve as a portal, it should connect w/what's going on in the real
world... else it's irrelevant as a portal
4.
see previous answers
5.
Please see my previous comments. Also, it's crazy how many times Adobe and Oracle have
updates!
6.
I neglected to comment earlier that I had trouble accessing support software- some of the
links are not updated since the website revisions. I advise to check all links!
7.
I don't have the level of technology I need. I have never been able to get adequate assistance
for my websites (I've given up and pay for my own excellent services).
8.
I find it hard to get the necessary equipment that I need for my job.
9.
I cannot get a new computer for my office unless I purchase it with research grant money.
This is an unacceptable system, especially given the early questions in this survey.
10.
most of our IT support is through the college and not through central IT. Our college has the
greatest people! I have been happy with the E-learning staff as well as the central helpdesk
staff when needed.
11.
ITS personnel and support they provide are wonderful! Great job, and thank you.
12.
ITS is essential to my performing my work duties. The staff is courteous and professional.
13.
For my programming course I cannot email executable files to my classmates and they cannot
send them to me through the NAU email system. I use the NAU email system more than any
other email system so it would be nice to be able to send executable files in VB 2010.
14.
I didn't click on "strongly disagree" but wanted to add that our college IT people provide all
my desktop computing issue needs. I only go to ITS for BBLearn and other issues that my
college people don't have control over.
15.
My computer is probably due for an upgrade.
16.
I work as an organic chemist, IT support really isn't needed.
17.
On an earlier question about my computers age I listed unknown because my computer is
between 4-6 years old with know replacement scheduled that I am aware of. As a MAC user, I
often find ITS is not able to help me with my problems.
18.
No, lets start with networks, the change from NAU-Public to NAU guest, etc, etc. This change
was never talked about, I have to guess which one I am supposed to use. In particular lets
talk about the Directory infrastructure, when do people use LDAP and when do they use the
peoplesoft DB? big mystery for developers not in those teams. ITS seems to be perceived as
more of a hindrance then a colleague from what I can tell.
19.
ITS could not fix the problem of Outlook constantly logging me out, and now I just deal with
it.
20.
I'd like to store large video files somewhere on the web and be able to share them with
students and colleagues--but not the public.
21.
Due to network issues causing video and audio issues during Lync meeting, it is difficult to
participate and stay caught up with meeting presenters. Lync is used weekly for Extended
Campuses meetings.
22.
Make the ITS interface more human (by phone, in person, online). We aren't all tech people,
but we hate being condescended to by tech people. Work on being understandable, and
personable. (Your student help is really quite excellent.)
23.
The one exception to the question is videoconferencing (as an effective alternative to travel to
other NAU sites or for collaboration). Many unmet needs in this regard!
24.
I am dissatisfied with the wireless network on campus.
25.
ITS needs to be more adaptable in supporting NAU staff who work in job environments
requiring greater flexibility in network security. The "one policy for all" approach does not
work.
26.
ITS always seems to be putting out fires...more security centric than service oriented.
Improvements in some areas though...Blackboard is more stable.
27.
See earlier note about network issues at PBC and lack of cooperative support
28.
As a strictly online professor outside of Flagstaff, I am unaware of much of the technology
mentioned here. Some of the responses to choose from do not apply to those of us not using
NAU equipment, for example.
29.
What little computing my job makes use of is quite frankly beyond the realm of ITS support.
30.
No Apple TV support.
31.
Amount of storage space for e-mail and on Bonsai is insufficient for long-time faculty who
have numerous types of responsibilities, conduct research, etc.
32.
I and another co-worker have emailed ITS to enable FACETIME and to remove and fix a
desktop from my office last December. They have yet to even respond. The computer I use for
work is my personal laptop.
33.
I need a new computer.
34.
More Bonsai space!!
I work on Sundays. It's a pain getting assistance on Sundays if our tech guy is out.
35.
Also, I work in the library, where as you know we have in-house tech support. I really don't
use ITS much.
36.
BLearn support is not 24 hours a day while students are working on assignments.
37.
I do not have appropriate computing technology because my computer is five to six years old.
38.
this is very long servy
30. Overall, how satisfied are you with ITS support for NAU's mission and goals?
Response Response
Total
Percent
171
37%
233
50%
53
11%
6
1%
3
1%
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Total Respondents (For this Question)
466
Points
Avg
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
100%
(skipped this question)
105
31. Please provide any last comments you have about IT services at NAU, particularly any suggestions you have for improvement. As in past surveys,
upon completion and posting, you can view both the results and a summary of changes made resulting from your input by searching for the key word
"surveys" on the ITS web page.
1.
I need a better accounting system and better research computing resources.
2.
We are excited about the possible addition of part-time ITS help in Phoenix.
3.
No suggestions. I primarily use phone ITS to help me when I have problems. Staff are ALWAYS patient,
friendy and helpful. The very few times that my problems have required that the person on the line
consult with someone else, they have been persistent and timely in finding a solution. ITS is wonderful-particularly for a non-technical person like me.
4.
Overall I am absolutely pleased with the IT staff and the help they provide. Sometimes I feel like the
"upgrades" on Microsoft are wasteful in the sense that they don't impact my job. New "glass transparent
tiles" are not necessary for me to do my job better, but I understand the need to keep all of us updated.
Microsoft Word can be a bear and it seems like they never fix problems in the upgrades but just give us
new formats to get used to. I guess there's nothing you can do about those things.
5.
ITS support desk is one of the best things about NAU. I could not do my job without them. They are all
knowledgable, kind and incredibly patient. THANK YOU!!!
6.
Whenever I have requested assistance, especially with the VLab, the individual providing help has been
highly successful and informative.
7.
I have always received prompt and professional service from all the groups and really appreciate the hard
work they do....thanks....(redacted)
8.
Bblearn should have a basic shell constructed for new courses. This was initially the case, but seems to
have gone away.
9.
ITS provides excellent customer service. Every person that I have worked with from ITS has been
absolutely pleasant.
10.
More faculty storage on Bonsai and or other secure backup for primary laptop use.
11.
More info on student jobs and internships ;)
12.
I want to give a shout out for Shawn Fowler - He is absolutely terrific for all of us in Biological Sciences He helps us problem solve in a great way and is unfailingly positive and collegial. I don't know what we'd
do without Shawn!!!
13.
the IT guys near my office in the engineering building are amazing!
14.
Great work IT team !
15.
Should include wireless access support for linux OS
16.
The student labs and library computers need to be faster and equiped with better desktops. The
computers are slow, and the monitors are blurry and old.
17.
I have no suggestions for improvement. I am continually amazed that every individual is able to answer
my questions!
18.
Thanks for all you do, especially at the help desk, but also behind the scenes!
19.
ITS support is amazing given the amount of work they do with the limited number of staff available. I
work with them daily and receive great customer service. The Helpdesk has been willing to learn new
systems and processes. I have to call attention to Dave Laplander and Trevor Luttinen. They are
instrumental in keeping the NAU Ektron system and homepage presence up and reliable. They've spent
countless hours working to compensate for vendor deficiencies, block malicious attacks, and do also
weekly tasks to help us launch new sites and improve the NAU web user experience. They go above and
beyond their agreed upon role and are always available to help with issues, emergencies, just answer
questions, or brainstorm better ways to approach what we do. NAU.edu would not be possible without
their continued support. Keep up the good work.
20.
Thank you, ITS! I don't call you anymore because my college people take care of most of my computing
issues. I work with e-learning also because I teach exclusively on line.
21.
I was unaware of the "mandatory" security training ... I'll do it in the next few days.
22.
Very helpful via phone.
23.
ITS is great. I've worked at CHS IT here at NAU for over 7 years and know exactly who to get for what
problem or need. ITS is always quick to help.
24.
This past year I've had more interactions with the Windows server team and the SQL DBA team. These
interactions have been excellent and I wanted to acknowledge that.
25.
As mentioned in 29, better understanding of MAC products would be helpful.
26.
I am really happy with ITS and how quickly they respond to any concern.
27.
scrap the whole thing and start again. but more specifically, dont promote people because of their loyalty
or their technical depth but because of their ability to lead and manage. This cuts down on the politics and
(redacted) that seem to pervade the culture of the ITS. Secondly embrace process! Process seems to be in
place in some key teams, whit real leaders (redacted), most time seems to be spent putting out fires, and
finding fingers to point than delivering actual results and properly maintaining the systems in place. for
example (redacted), etc, etc the list is long.
28.
The employess of ITS are so kind and patient. They have always been so helpful. The only complaint I
have is with the wireless internet at NAU.
29.
From where I sit, turning around Bb Learn looked like heroic achievement. Thanks for that.
30.
You all have a vast and constantly changing target to aim at. I think you do remarkably well considering
the circumstances and budgets.
Kudos to you!
31.
none
32.
Since I do not use much of the "fancy" stuff as a musician and older faculty member, I really appreciate
the support I have been able to get from the ITS Solution Center. Thanks.
33.
Give people more storage on their Z: drives.
34.
just keep improving the services
35.
IT has been very helpful to me
36.
Portal search better people search - if you don't have correct spelling - will not accept a partial….useless adopt Google type searching, have more key info in 1st screen - ie NAU mailbox address, department
search even more frustrating if you don't have the complete name
37.
Overall the Help Desk staff are the 'front line' and main impression of ITS and it's level of customer
service and they all excel at troubleshooting, solving the problem and not make me feel embarrassed for
asking for help.
Working with Thin Clients has turned out to be complex partly because the 'who to go to for what' is
complex within ITS from my perspective.
I get feedback that ITS upgrades often impact our college web pages in a deleterious way either often
caused by lack of notice of the change and 'things just break' causing lack of function....such as students
not able to complete an online application to an academic program or complete an online scholarship
application.
38.
I had an issue with my computer shortly before the holidays and I recall the weather was cold and it was
snowing. A gentleman from your department responded to my IT ticket expeditiously and had great
customer service skills. I understand how important your department is to the orderly function of all of our
departments. I greatly appreciate the good work you all do.
39.
I am always assisted immeadiately and effectively, a wonderful group of people.
40.
I would like it if the Solution Center was open extended hours- not all faculty/staff have regular hours.
41.
Again, be more approachable, nicer, more human. Don't condescend to us mortal non-techie people. Don't
assume people will understand - work to communicate more clearly.
42.
Everyone I have worked with at ITS has been amazing. Thank you! You guys are the best. Kudos to Dave
Laplander. He is instrumental in helping my team through Ektron code deploys. We like him so much, we
just baked him cookies.
43.
Many of my answers are "satisfied" because I receive most of my tech support directly from departmental
tech staff.
44.
Offer more training.
45.
I don't have any comments at this time.
46.
I believe ITS is doing a great job of providing technology in most areas and they have successfully kept
moving. I think they are perhaps overly focused on the tech-savvy people on campus and not properly
attending to people who do not have the latest or who might need more focused and supportive training
(eg students from our most rural or lowest income backgrounds).
47.
I worked with Victor Garcia on some very detailed problems with my laptop in summer 2012, he was
extremely helpful and answered all my questions. He was very committed to seeing that my problems
were fixed immediately. I consider him a great asset to ITS. Thank you.
48.
PeopleSoft financials needs help!!! Please give it the attention it needs or grants will stop coming...
49.
I am at FCB and receive most of my computing support from FCB-IT and rarely need ITS support .
Wireless has been my most frequent use and disappointing when I move about campus for meetings. I
think I can finally connect seamlessly but it took awhile.
50.
I am taking this survey because LOUIE is down. Good for survey. Bad for work. Scheduling 24 hrs of
LOUIE down time right after mid-term grades were due seems to me to be a pretty bad idea!
51.
I greatly appreciate the prompt, professional and highly effective assistance I receive from ITS every time
I have needed it over several years.
52.
Revise the mobile policy for personally owned devices.
Improve the people search, which is the only useful thing on the portal.
Make the ITS web page easier to navigate.
Dissolve the Solution Center and use the STC for everyone.
53.
Thanks for your kindness and understanding when people make silly mistakes and call you for help. :) You
guys ROCK!
54.
Apart from the wireless inconsistency as mentioned herein, I am very satisfied with ITS. I am told that
Bury Hall will not be equipped with wireless services until sometime in the summer of 2013. Various
people have been installing their own wireless network hubs. That's ridiculous.
55.
Most times when I contact ITS they are VERY helpful and able to resolve my problems immediately!
Network issues being the exception!
56.
I would like to see an easier phone system.
Please make sure lab software lists like these continue to be up-to-date:
http://nau.edu/its/learn/LabSoftwareCampus/
and
http://nau.edu/its/learn/vlabsoftware/
57.
We got a lot of questions about lab software at the beginning of Fall 2012 but we couldn't find current lists
on the ITS site.
Thank you for the Sophos fix-it script a few months back. When Sophos locked itself out of its own
updates, the link/script on the ITS site was very helpful and worked well!
58.
Please support iPads for business purposes.
59.
When posting "training" docs on your site for issues such as remote access, it would be good to post
written, downloadable docs in addition to any video-based information.
60.
All of my inquiries have been responded to quickly and with professionalism both at a University level as
well as within the School.
Thanks to all of the team!
61.
I just want to compliment the help line. The staff maintaining these lines are wonderful and extremely
pleasant to talk with.
62.
I realize this is an internal thing with my department, but at one time I/we were able to freely approach IT
for support (including our analyst in our building). Now, we have to complete a support ticket and are not
allowed to even speak with our analyst without "approval" from our supervisor...it is as if we have to buy
a ticket to walk the red carpet in order to scale the ivory tower. I would hope this is not IT's doing, and
this is highly frustrating to those of us in our department (and I know our analyst is not pleased with the
micromanaging either). Maybe I am just speaking to the wall here...
63.
I have always gotten a quick response and great help with any computing issues I've went to ITS for help
with.
64.
Everyone at ITS support have been most helpful and professional.
65.
Think you do a great job! Everyone is very helpful and willing to go the extra mile to help out.
Thanks!
66.
I wish telecom was available to pick up the phone during business hours more often.
67.
No comments.
68.
I've been very supported and pleased with the skill and kindness of responses from ITS personnel.
69.
Bernice Frost is amazing to work with. She helps me all of the time, she is always wonderful and never
impatient or unprofessional. Give her a raise! (and no, this is not Bernice)
70.
Customer service representatives who respond to e-mail questions have poor communication skills. They
tend to "brush off" requests for assistance with quick and incomplete responses that don't resolve the
issue---so I have to telephone and those customer service representatives have been helpful, patient, and
thorough.
71.
It'd be good for ITS to respond back. The desktop should have been fixed and re-located back in October
when the initial request was made. It shouldn't be up to us to hound ITS to do their jobs.
72.
Good job ITS - I always get answers to my questions and help when I need it :)
73.
My biggest pet peeve is that in searching for names in the email directory, it is organized by first name
This is very difficult in finding people
74.
Certainly the best university IT dept Ive worked with
75.
ITS is very helpful - especially the Solution Center folks. Blackboard needs to be changed to a more userfriendly system - students hate it. The concept "less is more" leaps to mind: It would be nice to do a few
things well. If you want people to use all of these things, it would be helpful to have more personalized
training. Online videos don't suffice - good people do.
Thanks.
76.
wishing we had more local help so that techs can come to check out our problems faster if needed.
77.
ITS does not seem to support the NAU research community. If the problem isn't academic in nature, it
gets relegated to the bottom--or ignored altogether. Research is part of the mission of the university and
should be supported by ITS much more strongly.
78.
The staff at both ITS and Telecom are excellent to work with. Always friend, patient and...funny. It's nice
to laugh with colleagues when a frustrating computer or phone incident happens. I'm grateful for the
knowledge and good humor of the ITS and Telecom folks :-)
79.
The ITS Help Desk is EXCELLENT! The people there are always courteous, knowledgeable, and patient.
80.
Shawn Fowler is very responsive and helpful. Give this guy a raise.
81.
I would like more Bonai space, but am afraid to try asking for more.
82.
The computers work well, are available remotely, and IT is very helpful. My one complaint is that the
copying and scanning availability on campus is not good. The scanners I have access to in the South Labs
are very poor and I don't know where any copiers are.
83.
I'm really unaware of all ITS services.
84.
I'm pretty satisfy with the quality of customer service ITS provides to our campus. They promptly replies
and provides us with a solution to our needs.
85.
I would like to reuse passwords more quickly.
86.
I have used ITS support many times. Everyone there is amazingly helpful, especially Dan. I think NAU's
ITS program should be a model for other universities. Not all of them function as well.
87.
I find campus ITS more responsive than departmental ITS and wish we could access campus ITS for more
of our services.
88.
I would be remiss if I did not commend the Solution Center for always being approachable,
knowledgeable, and eager to lend a hand. They are an amazing asset to NAU ITS, they continue to
impress, and they leave little room for improvement.
89.
NAU ITS does an excellent job! Thank you!
90.
From the last time I took this survey, your services have improved. I am pleased.
91.
ITS has always had very helpful "customer service" system. I feel I can get most problems taken care of
quickly.
92.
This survey is WAY too long, and I would probably not take it again.
93.
no comment after PSF install, maybe it was out of your hands.