2017 IUB 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 11,651 randomly selected people at Indiana University, Bloomington (190 faculty, 1,491 staff, 2,049 graduate students, and 7,921 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 IU Bloomington 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, confidence intervals are also provided. The confidence intervals indicate the sampling error for each estimate at the 95% confidence level.



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
4.08 ± 0.1 92.3 ± 2.7% 97.42%

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

Average Satisfaction Usage
4.53 ± 0.07 97.9 ± 1.3% 99.54%

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

Average Expertise (1=novice, 5=expert): 3.48 ± 0.08

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

  Yes No
Undergrads 45.0% 55.0%
Graduates 6.2% 93.8%

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 53.55%
b) Laptop 88.57%
c) Tablet 17.26%
d) Smartphone 64.75%

Email

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

  Average Satisfaction Usage
Umail [UND, GRD] 4.33 ± 0.09 96 ± 2.2% 91.82%
Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD] 3.95 ± 0.12 92.1 ± 3.3% 77.19%

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 3.95 ± 0.18 89.3 ± 5.4% 38.34%
UITS Support Center: Walk-in consulting 4.15 ± 0.13 92.9 ± 3.5% 47.58%
UITS Support Center: Chat consulting (http://ithelplive.iu.edu)
4.11 ± 0.17 93 ± 4.1% 32.90%
UITS Support Center: Email consulting 4.02 ± 0.19 90.1 ± 5.5% 34.44%
Knowledge Base (http://kb.iu.edu)
3.97 ± 0.15 91.3 ± 4% 54.51%
One-on-One/Personal Consulting (at your campus location)
4.19 ± 0.17 90.7 ± 4.8% 35.18%
IT Training - self-study services (e.g., downloadable workshop materials, Pluralsight, Skillsoft and Microsoft eLearning courses, IT Training Tips blog, webinar recordings, Oncourse/Canvas Feature Demos) 4.02 ± 0.17 91.1 ± 4.9% 35.76%
IUanyWare usability (the virtual system enabling access to most IU-supported software from your personal computing device.) 3.92 ± 0.12 90.3 ± 3.2% 71.45%
IT Training - instructor-led training (e.g., classroom and online workshops, webinars, EdCerts, and certificate series) 4.04 ± 0.19 93.4 ± 4.9% 28.82%
IUware (iuware.iu.edu, free downloadable software at IU; e.g., Microsoft Office, Windows OS) 4.37 ± 0.09 96.2 ± 2% 82.51%
Cloud Storage at IU (e.g., cloudstorage.iu.edu, IU Box) 4.36 ± 0.1 96 ± 2.3% 73.74%

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

Average Satisfaction Usage
4.21 ± 0.09 96.4 ± 1.9% 92.13%

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) 3.89 ± 0.1 92.5 ± 3% 75.92%
Social media (e.g. Twitter, Facebook, podcasts, YouTube) 3.88 ± 0.14 93.7 ± 3.6% 43.43%
UITS websites (itnews.iu.edu, uits.iu.edu, newtoit.iu.edu) 3.86 ± 0.13 90.4 ± 3.8% 62.73%

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

Average Satisfaction Usage
3.99 ± 0.09 95.7 ± 2.2% 86.53%

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.) 3.84 ± 0.12 87.4 ± 3.6% 79.86%
Student Technology Centers: Software 4.14 ± 0.1 93.7 ± 2.5% 81.14%
Student Technology Centers: Black & white and color printing services 3.79 ± 0.12 84.8 ± 3.8% 83.02%
Student Technology Centers: Plotters 4.12 ± 0.18 93.3 ± 4.4% 26.14%
Infostations (stand-up workstations/kiosks to check email located in various buildings on campus) 4.04 ± 0.14 91.8 ± 3.8% 46.40%

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

Average Satisfaction Usage
4 ± 0.1 93.9 ± 2.5% 84.33%

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
3.74 ± 0.43 80.6 ± 14.1% 73.81%

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] 4.03 ± 0.15 95 ± 4.1% 46.38%
Class Recording (Echo360 Lecture Capture, iStream) [ALL] 3.77 ± 0.19 85.6 ± 6% 32.14%
Kaltura Mediaspace (video storage and retrieval system)[ALL] 3.72 ± 0.18 84.7 ± 5.7% 36.14%

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

Average Satisfaction Usage
4.08 ± 0.14 94.6 ± 3.4% 55.86%

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

Average Satisfaction Usage
3.91 ± 0.12 92.2 ± 3.3% 71.92%

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. [FAC, STF, GRD]

  Average Satisfaction Usage
Supercomputers and high performance computers (Big Red II, Karst, Quarry, Mason, research database complex) 4.22 ± 0.24 96.3 ± 5.2% 16.05%
High speed disk Storage (Data Capacitor, Research File System) 4.17 ± 0.36 91.5 ± 8.8% 12.16%
Scholarly Data Archive (formerly referred to as MDSS / HPSS) 4.16 ± 0.32 93.7 ± 7.1% 13.40%
Advanced Visualization Lab (including IQ-Walls, IQ-Tables, and Virtual Reality) 4.28 ± 0.23 98.6 ± 2.7% 11.15%
Research Analytics (formerly Stat/Math Center) 4.18 ± 0.26 90.8 ± 8.2% 12.46%
Support for Life Sciences - including the Advanced Biomedical IT Core, the Indiana CTSIhub and CTSI web pages, and National Center for Genome Analysis Support 4.4 ± 0.3 100 ± 0% 7.56%

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

Average Satisfaction Usage
4.21 ± 0.15 96.6 ± 3.1% 32.14%

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] 3.83 ± 0.18 89.3 ± 6.6% 41.08%
Academic Advising Services (Degree Map, AdRx) [FAC, STF] 3.94 ± 0.27 93.1 ± 5.3% 11.82%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [UND, GRD] 3.75 ± 0.13 86.9 ± 4% 97.22%
Canvas (Online learning environment) [FAC, GRD, UND] 4.11 ± 0.11 93.5 ± 2.7% 97.69%

Business and Integration Systems Average Satisfaction Usage
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [FAC, STF] 4.35 ± 0.12 96.1 ± 3.4% 89.66%
Kuali Financial Information System (KFS) [FAC, STF] 3.78 ± 0.2 86.6 ± 6.5% 69.99%
One.iu.edu (IU service porta)l: Navigation/Usability [ALL] 4.06 ± 0.1 90.2 ± 2.9% 99.34%

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
4.01 ± 0.1 92.3 ± 2.7% 95.88%

21. After 11 years of service, Oncourse, Indiana University’s course management system, will be officially retired this year. (It will remain in read-only mode until August 2017.) If you use(d) Oncourse, please rate your satisfaction with its decommissioning process. [ALL]

Average Satisfaction Usage
3.83 ± 0.14 87.6 ± 4.2% 66.15%

22. OneStart, Indiana University’s enterprise web portal, will retire in early 2017. If you used OneStart, please rate your satisfaction with its decommissioning process.

Average Satisfaction Usage
3.89 ± 0.14 90.1 ± 4% 62.62%

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
4.03 ± 0.11 92.9 ± 2.8% 91.71%

24. Recently, Indiana University implemented a two-step Duo authentication process for accessing sensitive data and systems aimed at protecting its faculty, staff, students, institutional data, and cyberinfrastructure in the wake of increasingly malicious and sophisticated phishing attacks. In the past year, do you recall having received a phishing message? [ALL]

  Yes No Unsure
Faculty 78.6% 19.0% 2.4%
Staff 76.9% 15.5% 7.6%
Undergrads 16.7% 62.9% 20.4%
Graduates 28.9% 56.0% 15.1%

 

25. To what extent do you agree with following statements? [ALL]

  Average Satisfaction Usage
Phishing is a serious problem.
4.05 ± 0.1 93.2 ± 2.7% 100%
The Duo registration process was simple and straightforward.
3.5 ± 0.13 72.1 ± 4.7% 100%
I know how to report a phishing attempt.
2.66 ± 0.13 46 ± 4.8% 100%
I would like UITS to proactively inform me of known phishing attempts that affect the IU community.
4.06 ± 0.1 91.7 ± 2.8% 100%
I would find useful a web page listing known phishing attempts against which I could check suspicious messages.
3.96 ± 0.11 88.8 ± 3.2% 100%

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] 3.86 ± 0.29 90.4 ± 13.7% 15.36%
Individual publishing on IU Web servers (Mercury, pages.iu.edu)[ALL] 3.99 ± 0.18 91.5 ± 4.4% 36.40%
Web Content Management (Cascade Server, WCMS) [FAC, STF] 3.27 ± 0.27 79 ± 22.8% 15.65%

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] 3.73 ± 0.11 85.3 ± 3.8% 96.63%
Wired network access available on campus[FAC, STF] 4.52 ± 0.1 97.6 ± 2.1% 88.09%

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

Average Satisfaction Usage
3.79 ± 0.11 87.9 ± 3.5% 96.67%

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.

  Average Satisfaction Usage
Telephone System (Unicom) [FAC, STF] 3.69 ± 0.16 83 ± 5.4% 81.09%
Lync/Skype for Business) [FAC, STF] 3.84 ± 0.18 86.9 ± 5.6% 79.76%
IU Fax (IU’s central faxing service) [FAC,` STF] 4.06 ± 0.3 93.8 ± 3.1% 29.25%

General Assessment

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

Average Satisfaction Usage
4 ± 0.35 88.2 ± 10.9% 82.93%

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

Average Satisfaction Usage
4.25 ± 0.14 95 ± 3.4% 82.30%

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

Average Satisfaction Usage
4.09 ± 0.11 94.1 ± 3% 95.20%