UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY

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					University Information Technology Services Survey- Indiana University Bloomington
                                   Master 2008




                UNIVERSITY INFORMATION TECHNOLOGY SERVICES

                         IUB USER SATISFACTION SURVEY

                                  MASTER 2008
   University Information Technology Services Survey- Indiana University Bloomington
                                      Master 2008

Welcome to the Information Technology User Satisfaction Survey 2008

To open the survey, please enter your Survey ID and Password in the boxes below and click on the
"Login" button. If you have any problems accessing the survey, please e-mail csr@indiana.edu or call 1-
888-226-9234.



What it’s about--
This survey of IUB faculty, staff and students is being conducted to assess and improve the services that
UITS offers. Your judgments about the quality of our services are important because they help us identify
the areas in which we are succeeding, point to the services we need to improve, and highlight the areas
in which we need to offer new services. Your considered evaluation of our services is even more
important because of the continuing reduction in funding for UITS and its services by the State. 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 need to exit the survey before finishing, you can return at a later time. When you return, use the
"Continue" button to review your previous answers and return to where you exited. You may also view a
PDF of the complete survey questionnaire or print this screen. If you have any questions or concerns
about the study, please e-mail 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.

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2. I do not wish to participate

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  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

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 7 for "cannot evaluate" this service. If you have no
knowledge of the service in question, please select 8 for "never heard of service" rather than not
answering the question.

Computing and Computer Networking

1. Overall, how satisfied are you with the computing environment offered by University Information Technology
   Services (UITS) during the past year (e.g., Support Center Consulting at 855-6789, Student Technology
   Centers, electronic mail, Internet, research computers, library online catalog, computer network, and
   administrative systems)? [ALL]
     Not at all                                                Very                     Never
     Satisfied                                               Satisfied      Cannot     Heard of
                                                                           Evaluate    Service
         1             2            3            4              5          7               8

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

      Not at all                                            Very         Cannot         Never
     Important                                            Important     Evaluate       Heard of
                                                                                       Service
         1             2            3            4              5          7               8

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

         Novice                                                                    Expert
             1                2                  3                  4                  5

4. Where do you live? [UND,GRD]

   a) On-campus/Greek housing
   b) Off-campus (apartment, house) (If = a, skip Q8)


5. Do you have a computer at your residence? [ALL]

   a) Yes
   b) No (if No, please go to Question #9)


6. What type of computer do you have at your residence? [ALL]

   a) Only Workstation
   b) Only Laptop
   c) Both Workstation and Laptop
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008


7. What operating system/s do you have on your residence computer? (Please select all that apply.) [ALL]
    a) Windows Vista
    b) Windows XP
    c) Windows (other)
    d) Mac OS X 10.5
    e) Mac OS X 10.4
    f) Mac OS X (other)
    g) Mac OS 9 or older
    h) Linux
    i) Unix
    j) Other system/s (please specify): ____________________


8. If you access the IUB computing systems from your off-campus residence, indicate the service you use.
(Please select all that apply.) [ALL] [skip if Q4=a]

    a) UITS modem pool (856-5200, 856-5202)
    b) Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network,
       America Online, Blue Marble, Kiva, etc.)
    c) Departmental modem pool or modem attached to office/laboratory workstation
    d) Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity
       (e.g., Smithville Telephone, Blue Marble, SBC, HoosierNet, etc.)
    e) Cable modem service from a local cable television service provider that offers high-speed connectivity
       (e.g., Insight)
    f) Other (Please specify): __________________________


Electronic Mail

9. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at the university and
worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the
appropriate response.
                                                                                                            Never
                                                    Not at all                       Very       Cannot Heard of
                                                    Satisfied                      Satisfied Evaluate Service
    WebMail/Cyrus [ALL]                               1            2   3    4        5           7           8
    Microsoft Exchange/Outlook [FAC, STF]             1            2   3    4        5           7           8
    Outlook Web Access [FAC, STF]                     1            2   3    4        5           7           8


10. Which e-mail system do you use most often?

    a)   WebMail/Cyrus [ALL]
    b)   Microsoft Exchange/Outlook [FAC, STF]
    c)   Outlook Web Access [FAC, STF]
    d)   Other (Please specify): ____________ [ALL]


11. If you use an external mail service (e.g., Hotmail, Yahoo! mail, AOL, etc.), please indicate the usage
frequency. [ALL]
             Always                Frequently             Occasionally                Never
               1                       2                       3                         4
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

12. How satisfied are you with the following e-mail services? [ALL]

                                                                                                             Never
                                                     Not at all                           Very      Cannot Heard of
                                                     Satisfied                           Satisfied Evaluate Service
    Anti-spam service to move spam e-mail into a
    special folder                                       1           2       3       4        5           7           8
    Central e-mail list server (Listserv)?               1           2       3       4        5           7           8


13. Overall, how satisfied are you with the electronic mail systems available at IUB? [ALL]



       Not at all                                                              Very            Cannot         Never heard
       satisfied                                                             satisfied        evaluate         of service
           1               2                 3               4                   5                    7           8



User Support Services

14. UITS provides a wide range of assistance for computer users. 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]

                                                                                                                 Never
                                                         Not at all                            Very Cannot heard of
                                                         satisfied                           satisfied evaluate service
    Telephone consulting UITS Support Center (855-
    6789)                                                        1       2        3      4        5       7           8
    Walk-in consulting UITS Support Center
    (Information Commons Main Library)                           1       2        3      4        5       7           8
    Chat consulting UITS Support Center
    (http://ithelplive.iu.edu)                                   1       2        3      4        5       7           8
    E-mail consulting UITS Support Center
    (ithelp@iu.edu)                                              1       2        3      4        5       7           8
    Online support resources (Knowledge Base,
    http://uits.iu.edu)                                          1       2        3      4        5       7           8
    Online account creation process for central UITS
    computers (https://itaccounts.iu.edu/)                       1       2        3      4        5       7           8
    IT Training and Education: STEPS Instructor-led
    Computing Workshops                                          1       2        3      4        5       7           8
    IT Training and Education: Self-study services
    (e.g., NETg and Microsoft eLearning courses,
    STEPS self-study materials, Oncourse Feature
    Demos)                                                       1       2        3      4        5       7           8
    IUware online                                                1       2        3      4        5       7           8
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

                                                                                                                      Never
                                                         Not at all                                 Very Cannot heard of
                                                         satisfied                                satisfied evaluate service
    Software deals via IU contracts (e.g., Microsoft ,
    Symantec)                                                    1        2         3         4       5        7           8
    Data Management Services (DMS,
    http://dms.indiana.edu; e.g., databases,
    spreadsheets, and GIS)                                       1        2         3         4       5        7           8

15. Overall, how satisfied are you with the UITS user support services available at IUB? [ALL]



       Not at all                                                               Very                 Cannot        Never heard
       satisfied                                                              satisfied             evaluate        of service
             1             2               3                 4                      5                     7            8


User Communication

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


                                                                                                                      Never
                                                     Not at all                                     Very     Cannot heard of
                                                     satisfied                                    satisfied evaluate service
    UITS electronic news (Monitor; IT@IU; News,
    Events, & Spotlight at uits.iu.edu)                  1            2         3         4          5         7           8
    IT awareness events (e.g., Making IT Happen,
    special IT conferences and presentations)
                                                         1            2         3         4          5         7           8

17. Overall, how satisfied are you with UITS user communication at IUB? [ALL]



       Not at all                                                               Very                 Cannot        Never heard
       satisfied                                                              satisfied             evaluate        of service
             1             2               3                 4                      5                     7            8



Departmental Support

18. Are you registered with UITS as a Local Support Provider (LSP) or IT Manager? LSPs and IT Managers
    provide IT support to faculty and staff in a school/department. [STF]

    a. Yes                                b. No (if No, please go to Question #20)
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

19. UITS provides a range of support and services directly to university departments. If you are a registered
    LSP/IT Manager and you use UITS-provided facilities and services, please indicate your overall satisfaction
    by selecting the appropriate response. [STF]


                                                                                                                 Never
                                                            Not at all                         Very     Cannot heard of
                                                            satisfied                        satisfied evaluate service
    Local Support Provider Services (lsps@iu.edu,
    advanced server & desktop consulting, e-mail
    support, LSP Online-https://lsps.iu.edu/lsponline,
    LSP TechTalk/Infoshare sessions)                           1       2       3       4          5       7         8
    Technical training and professional development
    opportunities (EdCert)                                     1       2       3       4          5       7         8



Instructional and Student Computing Services

20. 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.

                                                                                                               Never
                                                           Not at all                        Very Cannot heard of
                                                           satisfied                       satisfied evaluate service
    Student Technology Centers hardware
    (computers, scanners, etc.) [ALL]                      1       2       3       4          5       7         8
    Student Technology Centers software [ALL]              1       2       3       4          5       7         8
    Black & white and color printing services[ALL]         1       2       3       4          5       7         8
    Student Technology Centers consulting [ALL]            1       2       3       4          5       7         8
    Campus In-room Residential consulting and
    Residential Technology Centers consulting
    [UND,GRD]                                              1       2       3       4          5       7         8
    Infostations (public computer for brief stand-up e-
    mail sessions) [ALL]                                   1       2       3       4          5       7         8
    Teaching & Learning Technologies Centers
    (TLTC, Main Library 305 and Ballantine Hall 307)
    [FAC]                                                  1       2       3       4          5       7         8
    Media Design and Production provides a wide
    variety of services to the system-wide university
    community such as web development, video and
    audio production, photography, media conversion,
    and graphic design and animation. How satisfied
    are you with the quality of the services provided by
    Media Design and Production? [FAC, STF]
                                                           1       2       3       4          5       7         8
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

21. Overall, how satisfied are you with UITS instructional and student computing services available at IUB? [ALL]

      Not at all                                               Very                          Never
      satisfied                                              satisfied     Cannot           heard of
                                                                           evaluate         service
          1             2            3             4               5            7              8



Classroom Technology Services

22. 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                                               Very                          Never
      satisfied                                              satisfied     Cannot           heard of
                                                                           evaluate         service
          1             2            3             4               5            7              8



Research Technologies

23. 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.

                                                                                                        Never
                                                        Not at all                    Very Cannot heard of
                                                        satisfied                   satisfied evaluate service
    Central research and high performance
    computers (Big Red, Libra, Quarry and RDC
    clusters) [FAC, STF, GRD]                            1     2       3    4          5       7         8
    Central instructional and general purpose Unix
    computers (Steel/Quarry) [ALL]                       1     2       3    4          5       7         8
    Center for Statistical and Mathematical
    Computing (Stat/Math Center;
    statmath@indiana.edu, 855-4724) [ALL]                1     2       3    4          5       7         8
    Massive Data Storage Service (MDSS/HPSS)
    [FAC, STF, GRD]                                      1     2       3    4          5       7         8
    RFS (Research File System) [FAC, STF, GRD]           1     2       3    4          5       7         8

24. Overall, how satisfied are you with the UITS research technology services available at IUB? [ALL]

      Not at all                                               Very                          Never
      satisfied                                              satisfied     Cannot           heard of
                                                                           evaluate         service
          1             2            3             4               5            7              8
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008


Enterprise Software

25. Through the Enterprise Software (ES) Division, 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

                                                                                                        Never
                                                        Not at all                    Very Cannot heard of
                                                        satisfied                   satisfied evaluate service
    General functionality (Admissions, Advising,
    Bursar, Records, Financial Aid) [FAC, STF]           1      2    3       4          5       7        8
    Academic Advising Services [FAC, STF]                1      2    3       4          5       7        8
    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       7        8
    Faculty Services (rosters, grades) [FAC]             1      2    3       4          5       7        8
    Oncourse CL (Web-based distributed learning
    environment) [FAC, UND,GRD]                          1      2    3       4          5       7        8
    Library online catalog (INDYCAT/IUCAT) [ALL]
                                                         1      2    3       4          5       7        8

    Business Systems: Human Resources Management System (HRMS)

                                                                                                       Never
                                                        Not at all                   Very Cannot heard of
                                                        satisfied                  satisfied evaluate service
    E-Doc Services [STF]                                 1      2    3       4          5       7        8
    TIME -IU time keeping system [FAC, STF]              1      2    3       4          5       7        8
    General Functionality and Employee Self Service
    (Payroll Direct Deposit, View Paycheck,
    Electronic W-2, etc.) [FAC, STF]                     1      2    3       4          5       7        8

    Business Systems: Fiscal Systems

                                                       Not at all                  Very      Cannot     Never heard
                                                       satisfied                 satisfied   evaluate    of service
    Financial Information System (FIS) [FAC, STF]       1       2    3   4          5           7            8
    Purchasing/Accounts Payable [FAC, STF]              1       2    3   4          5           7            8
    Travel System [FAC, STF]                            1       2    3   4          5           7            8
    Maintenance Management System (MMS)
    [STF]                                               1       2    3   4          5           7            8
    E-Commerce Systems [ALL]                            1       2    3   4          5           7            8
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

    Integration Systems

                                                                                                              Never
                                                          Not at all                        Very Cannot heard of
                                                          satisfied                       satisfied evaluate service
    IU Information Environment (IUIE) [STF]                   1       2       3       4        5              7          8
    User eXperience Group (UXG) [STF]                         1       2       3       4        5              7          8
    OneStart Portal: Navigation/Usability [ALL]               1       2       3       4        5              7          8
    OneStart Calendar / Classifieds [UND, GRD]                1       2       3       4        5              7          8

26. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUB (e.g.,
    Oncourse CL, student self-service, IUCAT, etc.) [FAC, UND, GRD]

       Not at all                                                           Very                                   Never
       satisfied                                                          satisfied            Cannot             heard of
                                                                                              evaluate            service
           1              2              3                4                   5                    7                 8

27. Overall, how satisfied are you with the business systems available at IUB? [STF]

       Not at all                                                           Very                                   Never
       satisfied                                                          satisfied           Cannot              heard of
                                                                                              evaluate            service
           1              2              3                4                   5                    7                 8



Network-based Services

28. 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                        Very            Cannot     Never heard of
                                                      satisfied                       satisfied        evaluate       service
    Publishing on IU Web servers
    (www.indiana.edu)                                 1           2       3       4       5               7                  8
    Personal Web home pages (Steel/Mercury,
    mypage.iu.edu)                                    1           2       3       4       5               7                  8
    IU Search (search.iu.edu)                         1           2       3       4       5               7                  8
    Wireless access points available on campus        1           2       3       4       5               7                  8
    Video conferencing (polycom and video
    bridges) [FAC, STF]                               1           2       3       4       5               7                  8
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

29. UITS provides campus networking, dial-in modems, data activations, and repair services. Overall, how
    satisfied are you with such network services available at IUB? [ALL]

       Not at all                                                      Very                          Never
       satisfied                                                     satisfied       Cannot         heard of
                                                                                     evaluate       service
           1             2              3              4                   5              7            8



Voice Services

30. UITS provides a wide range of telephone services to faculty, student, and staff customers. If you use such
    facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

                                                                                                       Never
                                                       Not at all                    Very Cannot heard of
                                                       satisfied                   satisfied evaluate service
    Campus housing voice mail services [UND,GRD]        1     2        3       4      5         7          8
    Campus housing telephone customer service
    [UND,GRD]
    Campus Switchboard (855-4848 or 0) [ALL]            1     2        3       4      5         7          8
    Teleconference service provided by Campus
    Switchboard (855-4848 or 0) [FAC, STF]              1     2        3       4      5         7          8
    Installation and repair of campus data jacks and
    telephones [FAC, STF]                               1     2        3       4      5         7          8
    Campus office telephone equipment (single line
    sets, business sets, etc.) [FAC, STF]               1     2        3       4      5         7          8
    Campus office telephone service [FAC, STF]          1     2        3       4      5         7          8
    Campus office telephone customer support [FAC,
    STF]                                                1     2        3       4      5         7          8
    Campus office voice mail services [FAC, STF]        1     2        3       4      5         7          8
    Campus office long distance [FAC, STF]              1     2        3       4      5         7          8



General Assessment

31. How helpful has the information technology environment at IUB been in your teaching activities? [FAC]

       Not at all                                                   Very helpful                     Never
        helpful                                                                      Cannot         heard of
                                                                                     evaluate       service
           1             2              3              4                   5              7            8
  University Information Technology Services Survey- Indiana University Bloomington Master
                                            2008

32. How helpful has the information technology environment at IUB been in your research activities? [GRAD,FAC]

      Not at all                                              Very                      Never
       helpful                                               helpful     Cannot        heard of
                                                                         evaluate      service
          1            2             3            4            5             7            8

33. How helpful has the information technology environment been in your learning experience at IUB? [UND,
    GRD]

      Not at all                                              Very                      Never
       helpful                                               helpful     Cannot        heard of
                                                                         evaluate      service
          1            2             3            4            5             7            8

34. 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                                              Very                      Never
      satisfied                                             satisfied    Cannot        heard of
                                                                         evaluate      service
          1            2             3            4            5             7            8



Improvements and Suggestions

35. Are there additional comments you would like to make about University Information Technology Services?
    [ALL]




36. If you need an IT staff member to contact you to discuss with you any aspect of IT services at IUB, please
     provide the information requested below. This information will be passed on to UITS, but your survey
     responses will remain confidential. [ALL]

   Name: _______________                 Phone: _______________

    E-mail: _______________              Question/problem related to: _______________




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