University Information Technology Services Survey
Indiana University- Purdue University Indianapolis
Master 2008
UNIVERSITY INFORMATION TECHNOLOGY SERVICES
IUPUI USER SATISFACTION SURVEY
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 or call 1-888-226-9234.
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. 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 .
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University Information Technology Services Survey
Indiana University- Purdue University Indianapolis
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 274-4357, Student Technology Centers, electronic mail, Internet, research computers, library online catalog, computer network, and administrative systems)? [ALL]
Not at all Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of 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 Important / Very Important / Cannot Evaluate / Never 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 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
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 IUPUI 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 (278-5620, 278-5621)
b) Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest,INdynet 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., Ameritech)
e) Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)
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.
Not at all Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceWebMail/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]
1 / 2 / 3 / 4
12. How satisfied are you with the following e-mail services? [ALL]
Not at all Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceAnti-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 IUPUI? [ALL]
Not at all satisfied / Very satisfied / Cannot evaluate / Never heard 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]
/ Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of service /Telephone consulting UITS Support Center (274-4357) / 1 / 2 / 3 / 4 / 5 / 7 / 8
Walk-in consulting UITS Support Center (ICTC) / 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 () / 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
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 IUPUI? [ALL]
Not at all satisfied / Very satisfied / Cannot evaluate / Never heard 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]
/ Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of service /UITS electronic news (Newsbit; IT@IU; News, Events, & Spotlight at uits.iu.edu; UITS items in JagNews) / 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 IUPUI? [ALL]
Not at all satisfied / Very satisfied / Cannot evaluate / Never heard 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)
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]
/ Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of service /Local Support Provider Services (, 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.
/ Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of 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
Center for Teaching & Learning (UL 1125) [FAC] / 1 / 2 / 3 / 4 / 5 / 7 / 8
20a. 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
21. Overall, how satisfied are you with UITS instructional and student computing services available at IUPUI? [ALL]
Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of 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 satisfied / Very satisfied / Cannot evaluate / Never heard of 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.
/ Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of 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; , 278-4740) [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 IUPUI? [ALL]
Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of service /1 / 2 / 3 / 4 / 5 / 7 / 8
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
/ Not at all satisfied / Very satisfied / Cannot evaluate / Never heard of 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)