Information Technology Services User Satisfaction Survey 2015

IUK Open Text Responses (Edited)

This text file includes responses to the final two questions of the UITS survey:
Are there additional services or support that you would like UITS to offer?
Are there additional comments you would like to make about UITS?

Identifying references have been removed from this document, and replaced with "[IRD]". Responses are grouped by sample: Faculty, Staff, Graduate Students, and Undergraduate students.


Faculty | Staff | Graduate Students | Undergraduate Students

Are there additional services or support that you would like UITS to offer?

I was placed in a high tech room this semester due to all the construction, and contacted IT for help running the equipment. Both [IRD] and [IRD] were excellent in addressing my concerns and worked with me until I was comfortable with the equipment. If I had a problem and placed a call, they responded quickly and professionally. I greatly appreciated their help this semester in addressing my concerns! Great job, and again, thank you!!!

It would be helpful if we could put our own programs on our office computers versus having to have IT come each time a download is needed, it has made it very inconvenient and results in my just purchasing needed programs and using them at home.

Sometimes, classrooms are hard to manage/negotiate-- cables are routinely disconnected, projection is altered, or especially sound is muted (with numerous possible explanations for why that happens)-- and it's hard to figure out how to restore settings to improve the "delivery" to students. While staff routinely respond (I often call at least 15-20 minutes ahead of the start of a class to report problems), it's not always possible to get things up and running. I hope as the campus updates that we will have a) better wireless access for video conferencing, and b) improved protection of projection and sound so that it is less possible for people to mute or alter projection in ways that make it hard for individual people to restore basic settings.

UITS at the Kokomo campus needs to improve greatly in customer service. Help Desk is not faculty friendly and they some times handle situations as if you were in a 'third world' country. I personally try to get assistance from students or friends instead of reaching out to the local Help Desk. This could tell you everything.

friendlier customer support. no one in the IT offices ever seems to smile. their offices are also not inviting. staff sit with their backs to people who walk in, and the lights are often out. it's hard to tell if they're even open. then, if I ask for help, they keep me waiting. also, I visit their offices when nobody is at the service desk outside the office. maybe actually have employees at that desk.

It is important to step back and ask what is affected every time a change is made by UITS. Although it is important to stay current a lot of times the move is made too quickly at IU which breaks the interface with other systems required for my job.
I would like UITS to support all computer programs used for work purposes.

Are there additional comments you would like to make about UITS?

Classrooms should not have technology work stations in the middle of the classroom where they block the students' view of the board.

don't deploy a new printing system the first day of the new semester. don't just come up with workarounds for problems; actually fix the problem. be more available and be more approachable. your first response to any question should be, how do I make that happen? - not "no." just because the services are vital to our campus doesn't mean customer service goes out the window.

No

Student printing is a continuous problem. Although UITS gives lip service to "service" it is often very difficult to work with them to resolve issues. Too many excuses about "down state" won't let us do that after I have verified that all of my campus counterparts are doing exactly what I am asking. I find working with them extremely frustrating.

The IUK Help Desk is always very friendly and helpful.
My problem or issue has been resolved 100% of the time.

There is a lot of variation in how AV works up in different classrooms, and it is never labeled and changes without notice or instruction. Either all classrooms should be the same, and/or there should be an instruction sheet at the front of the room. Every semester, on the first day of class, we have instructors with new/unfamiliar AV interfaces unable to use them. Thsi is a terrible way to start a class.

Wonderful in-person support service at IUK!




Faculty | Staff | Graduate Students | Undergraduate Students

Are there additional services or support that you would like UITS to offer?

Functionality in Outlook Exchange is terrible. Please provide more options.

I did have a little problem with the TIME management software. I work an hourly job so I used it a lot. Many times when I hit the "Time Out" button the system didn't sign out. I ended up with 24 hours of work time for a job that took 2 hours. Now I check it closely but the button still sticks and doesn't compute the proper time out.

I graduated in [IRD] with bachelors degrees, as well as being an full-time employee here at IU Kokomo. When you graduate, even if you're an employee, your student printing rights are ended. I've been told you can print to your department printer if you need to print. But if one wants to print for personal reasons, there is no access. Is there a way where once at student graduates, and especially if they're an employe, can they just paid into their print account which is already setup as a student? (This account is already in play as a student.) Why not continue the process as a pay as you go structure. A person could paid $25 for the semester. This was the allowed amount given to students. If they go over this amount, they have to pay for addition print access. Why can't this be setup this way for employees?

None they do a great job

On site Adobe CS training On site web tool training

Switch board service in Security Traffic office could be improved along with the communications between traffic and parking services.

the fax service doesn't work for me, and it hinders my ability to perform my work. to date, UITS hasn't been able to ascertain a "fix," for this .

The only real issue I have is with one.iu.edu. Sometimes I go back to onestart for travel paperwork/mileage and such. I just know where it is. one.iu.edu has been confusing.

Not at this time.

Are there additional comments you would like to make about UITS?

Not at this time.




Faculty | Staff | Graduate Students | Undergraduate Students

Are there additional services or support that you would like UITS to offer?

Are there additional comments you would like to make about UITS?

This department is doing an excellent job. I have personally been impacted since I came to this school.Thank you, UITS.




Faculty | Staff | Graduate Students | Undergraduate Students

Are there additional services or support that you would like UITS to offer?

better access that works with smartphones or laptops and doesn't log out and how education for teachers on new systems and also not being so focused on using email or canvas for homework. it is not the best for everybody and can cause problems when you are not at the school hate clod storage due to the fact can't access it outside of the campus in my case

Do away with Canvas. Oncourse has a perfectly understandable layout, whereas Canvas is overstuffed with tabs that all lead to the same resources. For example, there are three ways to access email, thus making it appear that there is three times as much email as their really is. With all email and/or messages being dumped into the same location, it becomes difficult to differentiate what professor is trying to contact you, and increases possibilities of we students emailing the wrong professor.

I have had several classes in KO176, and it seems like all the professors have had a lot of difficulty getting links and videos to work on the big screen. This really has a negative effect on our learning. Not only do we miss out on that information, but it seems like IT never comes down to actually fix these problems. So we waste a lot of class time as well. The other problem in that classroom is that the iPads rarely work! Either they haven't been restored when we take them out of the cabinet and we can't use them due to password protection, or the apps on the iPads don't work properly. Not once were we able to open Canvas from the app. 30 Hands would not allow anyone to sign in on the iPads, but we could all go right to a classmate's personal laptop and log in without any problems. These are just a couple of examples of how the technology we were provided (and technically paid for the use) for our "Using Computers in Education" class failed miserably. The iPads were basically useless. And it is extremely difficult to learn how to utilize computers in education without the use of computers! I also would suggest that the One.IU app offer the ability to "go back" when you are in Oncourse and Canvas. There are only a few times that you can do this. It is very frustrating to click on a link your professor has put on the Assignments page (for example) and not be able to return to the previous page when you're done. You usually have to hit the "home" icon on the bottom right of the screen and it takes you all the way back to the One.IU menu. Then you have to start all over. I rarely use this app for that reason. The other reason I don't use it is that I have to sign in every time. I have an iPhone 5S, and it never saves my log-in information for the One.IU app. (I don't have this problem with any other app or website on my phone.) Also, the cursor won't even come up to let me enter my information in the "user id" box until I click "Done" to close my keyboard, then click in the "user id" box again. It doesn't sound like something to complain about in the big scheme of things, but since I believe one of the main purposes of this app is convenience, I definitely think this is a problem that needs fixed.

I love that the two gentlemen in the IT help room on the second floor are always so helpful, kind, and they always have an answer! They are very good at what they do! Thank you for all of your help.

Make sure the correct software is available and running properly for instructors and students before the start of classes. Software is still not working properly to maximize our learning environment.

None

The only complaint I have is that my Kindle is not compatible.

The wifi is very unreliable. Makes taking quizzes or exams online very worrisome. Not being able to do homework at school is very inconvenient.

None

really like canvas and the One.iu site....love having everything on one page and convenient.

Are there additional comments you would like to make about UITS?

More printers

None

They are always helpful EVERY time I have gone up to the office for help. Very knowledgeable