2016 IUPUI UITS User Survey Summary

prepared by

Research Analytics

METHODOLOGY

The UITS User Survey is administered by the Center for Survey Research. Surveys were sent to 8338 randomly selected people at Indiana University - Purdue University Indianapolis (755 faculty, 995 staff, 1883 graduate students, and 4705 undergraduate students). The questions on the survey are primarily Likert opinion scales (1-5 rating scales with 5 always being the most favorable rating). For questions asking opinions of services, the results shown include in order: the average opinion score (labeled "Average"), the percentage of people who were satisfied with the service (graded it as a 3 or better, labeled "Satisfaction"), the percentage of people who use the service (which we have taken to be the percentage of people who expressed an opinion about it, labeled "Usage").

Unless indicated otherwise, the results shown are weighted to estimate the average response of the entire IUPUI community. Some services, however, are used only by certain subpopulations, so results are shown for the appropriate subpopulations. Subpopulations are indicated by FAC for faculty, STF for staff, GRD for graduate students, and UND for undergraduate students. In some cases, the scores are for groups of subpopulations, indicated for example by [GRD, UND] for services used by graduate and undergraduate students. Results are shown separately for multiple subpopulations where appropriate. For the average opinion and the satisfaction percentage scores, 95% confidence intervals are also provided. Some questions did not receive enough responses to yield a statistically significant representative sample. In these cases, we present N/A for the average and satisfaction. In a few instances we received too few responses from a particular subpopulation to appropriately weight the responses. In these cases, the subpopulation was removed from the average and satisfaction calculations. In the instances where this occurred we indicate the affected subpopulations with an asterisk (*).



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, Student Technology Centers/campus computer labs, email, wired and wireless network access via IU Secure, telephones, research computers, library online catalog, and administrative systems)? [ALL]

Average Satisfaction Usage
4.14 ± 0.06 94.3 ± 1.7 % 96.40%

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

Average Satisfaction Usage
4.5 ± 0.06 96.2 ± 1.4 % 97.20%

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

Average Expertise (1=novice, 5=expert): 3.58 ± 0.06

4. Do you live in University housing? [GRD, UND]

  Yes No
Undergrads 58.2% 41.8%
Graduates 6.8% 93.2%

5. Please indicate which of the following devices you use regularly to access UITS services. (Select all that apply.) [ALL]

  Percentage checked
a) Desktop computer 54.26%
b) Laptop 82.06%
c) Tablet 24.37%
d) Smartphone 62.23%

Electronic Mail

6. Please indicate your overall satisfaction with the email systems UITS supports by selecting the appropriate response.

  Average Satisfaction Usage
Imail/Umail [GRD, UND] 4.18 ± 0.08 94.7 ± 2 % 90.50%
Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD] 3.97 ± 0.09 90.4 ± 2.6 % 84.20%

Support Services

7. UITS provides a wide range of IT assistance for IU faculty, staff, and students. If you have received help from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. [ALL]

  Average Satisfaction Usage
UITS Support Center: Telephone consulting 4.2 ± 0.12 92.1 ± 3.2 % 44.90%
UITS Support Center: Walk-in consulting 4.12 ± 0.13 89.6 ± 3.6 % 39%
UITS Support Center: Chat consulting (http://ithelplive.iu.edu)
4.16 ± 0.14 92.8 ± 3.6 % 30%
UITS Support Center: Email consulting 4.02 ± 0.13 90.5 ± 3.4 % 45.30%
Knowledge Base (http://kb.iu.edu)
4.19 ± 0.09 96.7 ± 1.6 % 55.70%
One-on-One/Personal Consulting (at your campus location)
4.26 ± 0.12 92.3 ± 3.2 % 39.20%
IT Training - self-study services (e.g., lynda.com, downloadable workshop materials, Pluralsight, Skillsoft and Microsoft eLearning courses, IT Training Tips blog, webinar recordings, Oncourse/Canvas Feature Demos) 4.19 ± 0.1 94.8 ± 2.4 % 49.70%
IUanyWare usability (the virtual system enabling access to most IU-supported software from your personal computing device.) 4.1 ± 0.09 92.3 ± 2.4 % 72.90%
IT Training - instructor-led training (e.g., classroom and online workshops, webinars, EdCerts, and certificate series) 4.19 ± 0.12 95.3 ± 2.7 % 36.90%
IUware (iuware.iu.edu, free downloadable software at IU; e.g., Microsoft Office, Windows OS) 4.48 ± 0.07 96.3 ± 1.5 % 82.20%
Cloud Storage at IU (e.g., cloudstorage.iu.edu, IU Box, SharePoint My Site, Alfresco) 4.34 ± 0.08 95.7 ± 1.9 % 61.40%

8. Overall, how satisfied are you with the UITS support services available at your campus? [ALL]

Average Satisfaction Usage
4.26 ± 0.06 96.6 ± 1.3 % 92%

Communication Services

9. UITS communicates with students, faculty, staff, and external audiences through a variety of media and activities. If you have seen information from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. [ALL]

  Average Satisfaction Usage
Electronic news (e.g. Monitor or Newsbit email newsletter, IT Alerts, IT Pro) 4.02 ± 0.07 95.9 ± 1.6 % 78.90%
Social media (e.g. Twitter, Facebook, podcasts, YouTube) 3.9 ± 0.1 93.6 ± 2.5 % 46%
UITS websites (itnews.iu.edu, uits.iu.edu, newtoit.iu.edu) 4.09 ± 0.08 96 ± 1.9 % 63.80%

10. Overall, how satisfied are you with UITS communications? [ALL]

Average Satisfaction Usage
4.1 ± 0.07 96.2 ± 1.6 % 88.60%

Instructional and Student Computing Services

11. 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. [ALL]

  Average Satisfaction Usage
Student Technology Centers: Hardware (computers, scanners, etc.) 4.22 ± 0.08 95 ± 1.9 % 69.20%
Student Technology Centers: Software 4.27 ± 0.07 96.9 ± 1.5 % 69.60%
Student Technology Centers: Black & white and color printing services 4.23 ± 0.08 94.5 ± 2 % 68.90%
Student Technology Centers: Plotters 4.06 ± 0.15 93.9 ± 3.7 % 22.50%
Infostations (stand-up workstations/kiosks to check email located in various buildings on campus) 4.21 ± 0.09 96.2 ± 2 % 47.70%

12. Overall, how satisfied are you with UITS instructional and student computing services available on your campus? [ALL]

Average Satisfaction Usage
4.25 ± 0.07 97.8 ± 1.2 % 73.50%

13. UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment, delivery of equipment, classroom technology support staff) designed to facilitate the use of information technologies in the classroom. Overall, how satisfied are you with the quality of these services? [FAC]

Average Satisfaction Usage
3.99 ± 0.19 92.5 ± 5.3 % 64.10%

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

  Average Satisfaction Usage
Videoconferencing (Tandberg, Polycom, video bridges) [FAC, STF] 3.94 ± 0.15 89.4 ± 4.8 % 47.80%
Class Recording (Echo360 Lecture Capture, iStream) [ALL] 3.96 ± 0.11 90.7 ± 3.2 % 45.30%
Kaltura Mediaspace (video storage and retrieval system)[ALL] 3.97 ± 0.13 93.7 ± 3.3 % 28.10%

15. Overall, how satisfied are you with the physical learning space design in the Student Technology Centers? [GRD, UND]

Average Satisfaction Usage
4.16 ± 0.09 98 ± 1.6 % 63.30%

16. Overall how satisfied are you with the design of classroom learning spaces? [FAC, GRD, UND]

Average Satisfaction Usage
4.04 ± 0.08 94.7 ± 2.1 % 74.30%

Research Technologies

17. UITS provides facilities and services in support of research. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Supercomputers and high performance computers (Big Red II, Karst, Quarry, Mason, research database complex) [FAC, STF, GRD] 4.16 ± 0.18 95.7 ± 4.2 % 18.40%
High speed disk Storage (Data Capacitor, Research File System) [FAC, STF, GRD] 4.19 ± 0.17 96.1 ± 3.8 % 21.10%
Scholarly Data Archive (formerly referred to as MDSS / HPSS) [FAC, STF, GRD] 4.13 ± 0.16 97.1 ± 3.3 % 21.90%
Advanced Visualization Lab (including IQ-Walls, IQ-Tables, and Virtual Reality) [FAC, STF, GRD] 4.1 ± 0.21 97 ± 4.2 % 15.40%
Research Analytics (formerly Stat/Math Center) [FAC, STF, GRD] 3.98 ± 0.19 95.1 ± 4.6 % 18.30%
Support for Life Sciences - including the Advanced Biomedical IT Core, the Indiana CTSIhub and CTSI web pages, and National Center for Genome Analysis Support [FAC, STF, GRD] 4.13 ± 0.17 94.3 ± 4.2 % 19.70%

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

Average Satisfaction Usage
4.21 ± 0.12 97.5 ± 2.2 % 36.10%

Enterprise Software

19. UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Academic Systems: Student Information Systems Average Satisfaction Usage
General SIS functionality (Admissions, Advising, Bursar, Records, Financial Aid) [FAC, STF] 3.86 ± 0.14 92.5 ± 4.1 % 46.60%
Academic Advising Services (iGPS, AdRx) [FAC, STF] 3.85 ± 0.2 90.4 ± 6.3 % 24.20%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [UND, GRD] 4.09 ± 0.09 92.6 ± 2.4 % 96.60%
Canvas (Online learning environment) [FAC, GRD, UND] 4.12 ± 0.09 91.8 ± 2.4 % 92.50%

Business and Integration Systems Average Satisfaction Usage
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [FAC, STF] 4.3 ± 0.09 97.4 ± 1.7 % 89.10%
Kuali Financial Information System (KFS) [FAC, STF] 3.8 ± 0.14 87.9 ± 4.6 % 65.20%
One.iu.edu (IU service porta)l: Navigation/Usability [ALL] 4.12 ± 0.07 92 ± 2 % 94.30%

20. Overall, how satisfied are you with the academic and business systems made available by UITS (e.g., Canvas, student self-service, One, etc.) [ALL]

Average Satisfaction Usage
4.14 ± 0.07 95 ± 1.7 % 93.90%

21. After 11 years of service, Oncourse, Indiana University’s course management system, will be officially retired in August 2016. If you use(d) Oncourse, please rate your satisfaction with its decommissioning process. [ALL]

Average Satisfaction Usage
3.88 ± 0.09 89.2 ± 2.6 % 83.50%

22. In 2015, OneStart, Indiana University’s enterprise web portal, will retired in August 2016. If you used OneStart, please rate your satisfaction with its decommissioning process. [ALL]

Average Satisfaction Usage
3.97 ± 0.08 91.2 ± 2.3 % 87.10%

Cyber Security

23. In general, how satisfied are you with the information provided by UITS about security threats that might affect your use of technology on the IU network? [ALL]

Average Satisfaction Usage
4.22 ± 0.07 95.7 ± 1.7 % 89.50%

24. Have you heard of the University’s Cyber Risk Mitigation policy, commonly referred to as IT-28? [FAC, STF]

  Yes No
Faculty 21.9% 78.1%
Staff 34.3% 65.7%

 

25. Please answer the following questions with regards to the IT-28 policy and its implementation. [FAC, STF]

  Average Satisfaction Usage
How clearly do you understand the reasons behind the creation of IT-28?
3.80 ± 0.2 89.8 ± 6.50 % 96.50%
What is your opinion about the value of the policy to IU?
4.17 ± 0.17 98.1 ± 2.10 % 94.30%
What is your level of satisfaction with the way in which UITS has implemented IT-28 thus far?
3.83 ± 0.17 97.3 ± 2.60 % 87.90%

Web Services

26. UITS supports access to and the use of various web services and tools. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Departmental publishing on IU Web servers (Webserve for Linux, CHE for windows) [FAC, STF] 3.73 ± 0.26 86 ± 7.9 % 20.50%
Individual publishing on IU Web servers (Mercury, pages.iu.edu) [ALL] 4.07 ± 0.11 95.1 ± 2.6 % 37.30%
Web Content Management (Cascade Server, WCMS) [FAC, STF] 3.6 ± 0.3 85.7 ± 9.6 % 16.40%

Network Services

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

  Average Satisfaction Usage
Wireless network access available on campus [ALL] 3.75 ± 0.09 85 ± 2.9 % 93.50%
Wired network access available on campus [FAC, STF] 4.33 ± 0.09 96.4 ± 2.1 % 84.90%

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

Average Satisfaction Usage
3.92 ± 0.08 90.1 ± 2.4 % 95.70%

Campus Voice Services

29. UITS provides telephone services to the university. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [FAC, STF]

  Average Satisfaction Usage
Telephone System (Unicom) 3.79 ± 0.13 85.2 ± 4.1 % 77.80%
Lync/Skype for Business 3.76 ± 0.15 85.1 ± 4.8 % 65%
IU Fax (IU’s central faxing service) 3.87 ± 0.22 91 ± 5.6 % 32.70%

General Assessment

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

Average Satisfaction Usage
4.07 ± 0.18 93.6 ± 4.5 % 78.60%

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

Average Satisfaction Usage
4.2 ± 0.11 97.4 ± 1.9 % 73.70%

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

Average Satisfaction Usage
4.23 ± 0.09 95.7 ± 2 % 89.80%