University Information Technology Services SurveyIndiana University-Purdue University Indianapolis
Master 2014
UNIVERSITY INFORMATION TECHNOLOGY SERVICES
IUPUI USER SATISFACTION SURVEY
MASTER 2014
University Information Technology Services SurveyIndiana University-Purdue University Indianapolis
Master 2014
Welcome to the Information Technology User Satisfaction Survey 2014
To open the survey, please enter your Login ID and Password in the boxes below and click on the "Login"
button. If you have any problems accessing the survey, please email csr@indiana.edu
What it’s about-This survey of IUPUI faculty, staff and students is being conducted to assess and improve the services
that UITS offers. Your judgments about the quality of our services are important because they help us
identify the areas in which we are succeeding, point to the services we need to improve, and highlight the
areas in which we need to offer new services. Please be assured that your answers are confidential and
no individual’s answers will ever be identified in any report. Your participation is voluntary. Your decision
to participate will in no way affect your standing with the university. If you are interested in previous
survey results, visit http://www.indiana.edu/~uitssur.
If you need to exit the survey before finishing, you can return at a later time. If you have any questions or
concerns about the study, please email csr@indiana.edu.
On to the survey—
If you have read this form and agree to take part in this survey, please click the “Proceed to the survey”
button.
1. Proceed to the survey
2. I do not wish to participate
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Please answer each question as completely as possible by selecting your answers in the circle or box
for each question. Most of the questions ask for your level of satisfaction for a given service based on a
five-point scale. The scale represents a spectrum: 1 signifies that you are not at all satisfied with a
service, and 5 means you are very satisfied. THERE ARE NO NEUTRAL OPTIONS. If you are not
familiar enough with a particular service to make an evaluation, please select "Not Applicable".
General Services
1. Overall, how satisfied are you with the services and support offered by UITS (uits.iu.edu) during the
past year (e.g., Support Center consulting at (317) 274-4357, Student Technology Centers, email,
wired and wireless network access, telephones, research computers, library online catalog, computer
network, and administrative systems)? [ALL]
Not at all
Satisfied
1
2
3
4
Very
Satisfied
Not
Applicable
5
9
2. Overall, how important are UITS systems and services to your work or study? [ALL]
Not at all
Important
1
2
3
4
Very
Important
Not
Applicable
5
9
3. How would you rate your computer expertise? [ALL]
Novice
1
Expert
2
3
4
5
4. Do you live on campus? [UND, GRD]
a) Yes
b) No
5. Please indicate which of the following devices you own or use regularly. (Please select all that apply.))
[ALL]
a) Desktop
b) Laptop
c) Tablet
d) Smartphone
6. What operating system(/s) do you have on your device(s)? (Please select all that apply.) [ALL]
[PROGRAMMING NOTE: Only applicable options will appear on-screen. For example, if “Smartphone” is
the only selected device, options h-k below will appear as choices.]
a)
b)
c)
d)
e)
f)
g)
Windows 8
Windows 7
Windows Vista /earlier version
Mac OS X 10.9 (Mavericks)
Mac OS X 10.8 (Mountain Lion)
Mac OS X 10.7/earlier version
Linux/Unix
h)
i)
j)
k)
l)
iOS
Android
Windows Phone
Blackberry OS
Other, please specify_______________
7. Please indicate whether you use your device(s) on campus, at your residence (including on-campus
housing), or both:
[PROGRAMMING NOTE: Only those selected in question 5 will appear on-screen.]
Residence
Campus
BOTH
Desktop
Laptop
Tablet
Smartphone
Electronic Mail
8. UITS supports a variety of electronic mail systems to send messages (email) to others at the university
and worldwide. If you use such services, please indicate your overall satisfaction by selecting the
appropriate response.
Not at all
Very
Not
Satisfied
Satisfied Applicable
Imail/Umail [UND, GRD]
1
2
3
4
5
9
WebMail/Cyrus [FAC, STF, GRD]
1
2
3
4
5
9
Microsoft Exchange/Outlook/Outlook
Web Application [FAC, STF, GRD]
1
2
3
4
5
9
9. Which UITS supported email system do you use most often?
a) Imail/Umail [UND, GRD]
b) WebMail/Cyrus [FAC, STF, GRD]
c) Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD]
10. If you use an external mail service (e.g., Gmail, Hotmail, Yahoo! Mail, AOL, etc.), please indicate the
usage frequency. [ALL]
Always
Frequently
Occasionally
Never
1
2
3
4
11. How satisfied are you with the following UITS supported email services? [ALL]
Not at all
Very
Satisfied
Satisfied
Not
Applicable
Anti-spam service to move spam email into a
special folder
1
2
3
4
5
9
Central email list server (IU List)
1
2
3
4
5
9
12. Overall, how satisfied are you with the UITS electronic mail systems available at IUPUI? [ALL]
Not at all
satisfied
Very
satisfied
Not
Applicable
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
Support Services
13. UITS provides a wide range of IT assistance for IU faculty, staff, and students. If you have received
help from any of the following sources in the past year, please indicate your satisfaction by selecting
the appropriate response. [ALL]
Not at all
Very
Not
satisfied
satisfied Applicable
UITS Support Center:
Telephone consulting (317-274-4357)
1
2
3
4
5
9
Walk-in consulting (ICTC)
1
2
3
4
5
9
Chat consulting (http://ithelplive.iu.edu)
1
2
3
4
5
9
Email consulting (ithelp@iu.edu)
1
2
3
4
5
9
Knowledge Base (http://kb.iu.edu)
1
2
3
4
5
9
Online account creation process for central UITS
computers (https://itaccounts.iu.edu/)
1
2
3
4
5
9
IUanyWare usability (a virtual system with which
you can access most of the IU supported
software from your personal computing device.)
1
2
3
4
5
9
IT Training instructor-led training (e.g., classroom
and online workshops, webinars, EdCerts, and
certificate series)
1
2
3
4
5
9
IT Training self-study services (e.g., lynda.com,
downloadable workshop materials, Skillsoft and
Microsoft eLearning courses, IT Training Tips
blog, webinar recordings, Oncourse Feature
Demos)
1
2
3
4
5
9
IUware (iuware.iu.edu, free downloadable
software at IU; e.g., Microsoft Office, Windows
OS)
1
2
3
4
5
9
Software deals via IU contracts (e.g., Microsoft,
Adobe, Symantec)
1
2
3
4
5
9
Cloud Storage at IU (e.g., cloudstorage.iu.edu, IU
Box, SharePoint My Site, Alfresco)
1
2
3
4
5
9
14. Overall, how satisfied are you with the UITS support services available at IUPUI? [ALL]
Not at all
satisfied
Very
satisfied
Not
Applicable
Not at all
satisfied
1
2
3
4
Very
satisfied
Not
Applicable
5
9
Communication Services
15. UITS communicates with students, faculty, staff, and external audiences through a variety of media
and activities. If you have seen information from any of the following sources in the past year, please
indicate your satisfaction by selecting the appropriate response. [ALL]
Not at all
satisfied
Electronic news (e.g. Monitor., Newsbit email
newsletter)
Social media (e.g.., SNITCH, Twitter,
Facebook, RSS)
Very
Not
satisfied Applicable
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
UITS websites (itnews.iu.edu, uits.iu.edu,
newtoit.iu.edu)
Awareness events (e.g., New to IT/Game on!,
Statewide IT conference)
16. Overall, how satisfied are you with UITS communication at IUPUI? [ALL]
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
Instructional and Student Computing Services
17. UITS maintains a large number of computer facilities and services designated to facilitate student
learning and enhance instruction. If you use such facilities and services, please indicate your overall
satisfaction by selecting the appropriate response.
Not at all
satisfied
Very
Not
satisfied Applicable
Student Technology Centers:
Hardware (computers, scanners, etc.) [ALL]
1
2
3
4
5
9
Software [ALL]
1
2
3
4
5
9
Black & white and color printing services [ALL]
1
2
3
4
5
9
Consulting [ALL]
1
2
3
4
5
9
Not at all
satisfied
Very
Not
satisfied Applicable
Campus In-room Residential consulting and
Residential Technology Centers consulting [UND,
GRD]
1
2
3
4
5
9
Infostations (quick conveniently located stand- up
workstations to check email located in various
buildings on campus)
[stations)[ALL]
1
2
3
4
5
9
1
2
3
4
5
Center for Teaching & Learning (UL 1125) [FAC]
9
18. Overall, how satisfied are you with UITS instructional and student computing services available at
IUPUI? [ALL]
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
19. UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment,
delivery of equipment, classroom technology support staff) designed to facilitate the use of
information technologies in the classroom. Overall, how satisfied are you with the quality of these
services? [FAC]
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
20. UITS provides several services for video communications and collaboration. If you use these
services and facilities, please indicate your overall satisfaction by selecting the appropriate response.
Not at all
satisfied
Videoconferencing (Tandberg, Polycom, video
bridges) [FAC, STF]
Very
satisfied
Not
Applicable
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
Web collaboration (Adobe Connect) [ALL]
Class Recording (Echo360 Lecture Capture,
iStream) [ALL]
Research Technologies
21. Alone, or in partnership with other campus units, UITS provides facilities and services in support of
research. If you use such facilities and services, please indicate your overall satisfaction by selecting
the appropriate response.
Not at all
satisfied
Very
satisfied
Not
Applicable
UITS supercomputers and high
performance computers (Big Red
II, Big Red, Quarry, Mason,
research database complex
[FAC, STF, GRD]
1
2
3
4
5
9
Research Analytics group
(formerly Center for Statistical
and Mathematical Computing )
[FAC, STF, GRD]
1
2
3
4
5
9
Scholarly Data Archive (formerly
referred to as MDSS / HPSS)
[FAC, STF, GRD]
1
2
3
4
5
9
Advanced Visualization
Laboratory (AVL);
www.avl.iu.edu [FAC, STF, GRD]
1
2
3
4
5
9
Support for software applications
using IU and national high
performance computer resources
(including TeraGrid, Open
Science Grid, and XSEDE) [FAC,
STF, GRD]
1
2
3
4
5
9
Support for Life Sciences including the Advanced
Biomedical IT Core, the Indiana
CTSIhub and CTSI web pages,
and National Center for Genome
Analysis Support [FAC, STF,
GRD]
1
2
3
4
5
9
22. Overall, how satisfied are you with the UITS research technology services available at IUPUI? [FAC,
STF, GRD]
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
Enterprise Software
23. UITS supports a number of information systems in support of administrative and academic services
on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting
the appropriate response.
Academic Systems: Student Information Systems
Very
Not
satisfie Applicabl
d
e
Not at all
satisfied
General functionality (Admissions,
Advising, Bursar, Records, Financial Aid)
[FAC, STF]
1
2
3
4
5
9
Very
Not
satisfie Applicabl
d
e
Not at all
satisfied
Academic Advising Services [FAC, STF]
1
2
3
4
5
9
Student Self Service (Register for Classes,
My Unofficial Transcript, My Bursar
Account, Make a Payment, My Financial
Aid Account Summary, etc.) [UND, GRD]
1
2
3
4
5
9
Faculty Services (rosters, grades) [FAC]
1
2
3
4
5
9
Oncourse (Online collaboration and
learning environment) [FAC, GRD, UND]
1
2
3
4
5
9
Library online catalog (INDYCAT/IUCAT)
[ALL]
1
2
3
4
5
9
Business Systems: Human Resources Management System (HRMS)
Very
Not
satisfie Applicabl
d
e
Not at all
satisfied
E-Doc Services [STF]
1
2
3
4
5
9
TIME -IU time keeping system [FAC, STF]
1
2
3
4
5
9
General Functionality and Employee Self
Service (Payroll Direct Deposit, View
Paycheck, Electronic W-2, etc.) [FAC, STF]
1
2
3
4
5
9
Faculty Annual Report (FAR) [FAC, STF]
1
2
3
4
5
9
Business Systems: Fiscal Systems
Not
Very
Applicabl
satisfied
e
Not at all
satisfied
Kuali Financial System (KFS) [FAC, STF]
1
2
3
4
5
9
Purchasing/Accounts Payable [FAC, STF]
1
2
3
4
5
9
Travel System [FAC, STF]
1
2
3
4
5
9
Integration Systems
Very
Not
satisfie Applicabl
d
e
Not at all
satisfied
IU Information Environment (IUIE) [STF]
1
2
3
4
5
9
OneStart Portal: Navigation/Usability [ALL]
1
2
3
4
5
9
OneStart Calendar/Classifieds [UND, GRD]
1
2
3
4
5
9
24. Overall, how satisfied are you with the availability, reliability, speed, and accuracy of the academic
and business systems made available by UITS (e.g., Oncourse, student self-service, IUCAT, etc.)?
[ALL]
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
25. Overall, how satisfied are you with the functionality of the academic and business systems made
available by UITS (e.g., Oncourse, student self-service, IUCAT, etc.) [ALL]
Not at all
satisfied
1
2
3
Very
satisfied
Not
Applicable
5
9
4
Web Services
26. UITS supports access to and use of various web services and tools. If you use such facilities and
services, please indicate your overall satisfaction by selecting the appropriate response. [ALL]
Not at all
satisfied
Very
satisfied
Not
Applicable
Departmental publishing on IU Web servers
(Webserve, www.iu.edu)
1
2
3
4
5
9
Individual publishing on IU Web servers
(Mercury, pages.iu.edu)
1
2
3
4
5
9
IU Search (search.iu.edu)
1
2
3
4
5
9
Network Services
27. UITS provides wired and wireless network access. If you use such facilities and services, please
indicate your overall satisfaction by selecting the appropriate response. [ALL]
Not at all
satisfied
Wireless network access available on campus
Very
satisfied
Not
Applicable
1
2
3
4
5
9
1
2
3
4
5
9
Wired network access available on campus
28. Overall, how satisfied are you with the network services at IUPUI? [ALL]
Not at all
satisfied
1
2
3
4
Very
satisfied
Not
Applicable
5
9
Voice Services
29. UITS provides telephone services to faculty, student, and staff. If you use such facilities and services,
please indicate your overall satisfaction by selecting the appropriate response.
Not at all
satisfied
Very
satisfied
Campus Contact Center (317-274-5555 or 0,
AskIU) [FAC, STF]
1
2
3
4
5
9
Campus voice services (telephones and Lync)
[FAC, STF]
1
2
3
4
5
9
Teleconference service provided by the
Campus Contact Center (317-274-3043) [FAC,
STF]
1
2
3
4
5
9
Not
Applicable
General Assessment
30. How helpful has the information technology environment at IUPUI been in your teaching activities?
[FAC]
Not at all
helpful
1
2
3
4
Very helpful
Not
Applicable
5
9
31. How helpful has the information technology environment at IUPUI been in your research activities?
[FAC, GRD]
Not at all
helpful
1
2
3
4
Very helpful
Not
Applicable
5
9
32. How helpful has the information technology environment been in your learning experience at IUPUI?
[UND, GRD]
Not at all
helpful
1
2
3
4
Very helpful
Not
Applicable
5
9
33. Overall, how satisfied are you with the information technology services (including computing,
computer networking, and telecommunications) offered by University Information Technology
Services (UITS) during the past year? [ALL]
Not at all
satisfied
1
2
3
4
Very
satisfied
Not
Applicable
5
9
Improvements and Suggestions
34. Are there additional services or support that you would like UITS to offer? [ALL]
35. Are there additional comments you would like to make about UITS? [ALL]
36. Would you like a representative of UITS to contact you to discuss IT services at IUPUI or to address
any IT issues you may have? (Your survey responses will remain confidential and will not be associated
with you or your contact information if you choose to speak with someone from UITS.) [ALL]
a) Yes
b) No (if No, please go to END)
37. What is the best way for a UITS representative to reach you? [ALL]
a) Email me at: ___________________
b) Call me at: _______________
38. Would you like the UITS representative to receive a copy of the additional comment you typed into the
box on the previous page (copy posted below). The UITS representative will not see any other survey
responses. [ALL]
[DISPLAY TEXT FROM ‘ADDITIONAL COMMENTS’ QUESTION HERE:]
a) Yes
b) No
THANK YOU FOR SHARING YOUR VIEWS!
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