METHODOLOGY

The UITS User Survey is administered by the Center for Survey Research. Surveys were sent to 1400 randomly selected people at Indiana University, South Bend (117 Faculty, 68 Staff, and 1215 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 IUSB 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, and Students for both undergraduate and graduate students. In some cases, the scores are for groups of subpopulations, indicated for example by [FAC, STF] for services used by faculty and staff. 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. 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? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.29 +/- 0.10 97.0 +/- 2.1 96.43
  2. Overall, how important are UITS systems and services to your work or study? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.26 +/- 0.12 94.7 +/- 2.8 97.24
  3. How would you rate your computer expertise? [ALL]
    Average Expertise (1=novice, 5=expert)
    3.55 +/- 0.10
  4. Do you live in University housing? [Students]
    Yes No
    Student 7.5% 92.5%
  5. Please indicate which of the following devices you use regularly to access UITS services. (Select all that apply.) [ALL]
    Percentage checked
    Desktop computer 51.94%
    Laptop 81.59%
    Tablet 17.32%
    Smartphone 69.13%
  6. How often do problems with your primary computing device prevent you from doing your best work? [ALL]
    Response Percentage
    Daily 3.02%
    A few times a week 6.41%
    About once a week 6.67%
    A few times a month 8.40%
    About once a month 7.38%
    A few times a year 27.80%
    About once a year 10.01%
    Less than once a year 24.07%
  7. When you experience technology problems that you are unable to resolve on your own, which of the following do you predominantly use as your first form of support? [ALL]
    Response Percentage
    A friend or roommate 16.78%
    A family member 14.07%
    A colleague 7.10%
    A local (school or departmental) IT professional 12.54%
    UITS telephone consulting 9.50%
    UITS email consulting 2.62%
    UITS chat consulting 1.78%
    UITS computing lab consultants 1.97%
    UITS Webpage 1.48%
    UITS Support Center 6.94%
    UITS Knowledge Base 1.99%
    Other 3.33%
    I am always able to fix technology problems myself 13.46%

Email

  1. Please indicate your overall satisfaction with the email systems UITS supports by selecting the appropriate response.
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    Umail [Students] 4.20 +/- 0.12 95.5 +/- 2.9 94.29
    Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, Students*] 3.82 +/- 0.46 93.9 +/- 10.8 75.03

Support Services

  1. UITS Support Services and Resources: 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    Telephone Consulting 4.15 +/- 0.18 91.1 +/- 5.0 51.34
    Walk-in Consulting (at your campus UITS Support Center) 4.32 +/- 0.14 95.8 +/- 2.9 66.58
    UITS Chat Consulting (http://ithelplive.iu.edu) 4.23 +/- 0.16 94.6 +/- 3.7 50.43
    UITS email Consulting 4.16 +/- 0.22 96.0 +/- 4.5 27.85
    Knowledge Base (http://kb.iu.edu) 4.14 +/- 0.16 95.5 +/- 3.8 44.48
    UITS computing lab consultants 4.09 +/- 0.15 95.6 +/- 3.3 53.12
    IUanyWare usability (the virtual system enabling access to most IU-supported software from your personal computing device.) 4.19 +/- 0.13 95.2 +/- 3.0 66.48
    IT Training - instructor-led training (e.g., classroom and online workshops, webinars, EdCerts, and certificate series) 3.92 +/- 0.19 90.8 +/- 5.7 36.24
    IUware (iuware.iu.edu, free downloadable software at IU; e.g., Microsoft Office, Windows OS) 4.40 +/- 0.12 95.0 +/- 2.8 84.93
    Cloud Storage Resources (e.g., cloudstorage.iu.edu, IU Box, Google@IU, Office 365, etc.) 4.24 +/- 0.13 95.8 +/- 2.7 69.62
  2. Overall, how satisfied are you with the UITS support services available at your campus? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.28 +/- 0.10 98.4 +/- 1.4 94.85

Communication Services

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    Electronic news (e.g. Monitor or Newsbit email newsletter, IT Alerts, IT Pro) 4.08 +/- 0.12 96.4 +/- 2.5 77.71
    Social media (e.g. Twitter, Facebook, podcasts, YouTube) 3.95 +/- 0.17 94.3 +/- 4.4 51.26
    UITS websites (itnews.iu.edu, uits.iu.edu, newtoit.iu.edu) 3.96 +/- 0.17 95.2 +/- 3.8 49.21
  2. Overall, how satisfied are you with UITS communications? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.14 +/- 0.10 98.1 +/- 1.5 85.67

Instructional and Student Computing Services

  1. Student Technology Centers: 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    Hardware (computers, scanners, etc.) 4.18 +/- 0.11 96.5 +/- 2.4 86.91
    Software 4.22 +/- 0.10 97.3 +/- 2.0 87.35
    Black & white and color printing services 4.19 +/- 0.12 93.2 +/- 3.3 89.18
    Plotters 3.61 +/- 0.22 85.9 +/- 6.4 22.42
    Infostations (stand-up workstations/kiosks located in various buildings on campus) 4.09 +/- 0.15 95.0 +/- 3.4 55.67
  2. Overall, how satisfied are you with UITS instructional and student computing services available on your campus? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.22 +/- 0.10 96.6 +/- 2.4 86.79

Classroom Technology Services

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    4.15 +/- 0.35 88.2 +/- 10.6 91.89
  2. UITS provides several services for video communications and Web collaboration. If you use these services and facilities, please indicate your overall satisfaction by selecting the appropriate response.
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    Videoconferencing (23 bridge, Zoom, conference room technology) [FAC, STF] 4.31 +/- 0.25 97.0 +/- 5.8 61.73
    Class Recording (Kaltura Lecture Capture, iStream) [ALL] 3.91 +/- 0.19 91.5 +/- 5.4 42.18
    Kaltura Media Management (Kaltura Mediaspace) [ALL] 3.93 +/- 0.18 92.8 +/- 5.2 39.08
  3. Overall, how satisfied are you with the physical learning space design in the Student Technology Centers? [Students]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.13 +/- 0.14 96.5 +/- 3.0 69.57
  4. Overall how satisfied are you with the design of classroom learning spaces? [FAC, Students]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.01 +/- 0.13 92.6 +/- 3.6 85.21

Digital Learning

  1. UITS provides digital learning resources and services for instructors in support of student learning. If you use such resources and services, please indicate your satisfaction by selecting the appropriate response.
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    Canvas (Online learning environment) [ALL] 4.05 +/- 0.15 93.6 +/- 3.8 66.84
    eTexts [FAC, Students] 3.94 +/- 0.23 92.6 +/- 6.3 25.44
    Assistive Technology and Accessibility Centers (ATAC) [e.g., Assistive technology loans, alternate formats for instructional materials (braille, tactile diagrams, Kurzweil 3000, LiveScribe pens, Dragon NaturallySpeaking, TextHelp Read&Write Gold, etc.] [ALL] 4.21 +/- 0.11 95.2 +/- 2.6 96.50
    Suport for course creation [FAC, STF] 4.16 +/- 0.41 94.4 +/- 10.8 35.59
    Centers for Teaching and Learning [FAC] 4.56 +/- 0.26 100.0 +/- 0.0 72.97
  2. Overall, how satisfied are you with UITS digital learning services and resources available on your campus? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.14 +/- 0.10 95.9 +/- 2.5 92.38

Research Technologies

  1. UITS provides facilities and services in support of research. Please indicate your awareness of the facilities and services by selecting the appropriate response. [FAC, STF, Students*]
    Average (mean) Awareness Rate (%) Response Rate (%)
    Supercomputers and high performance computers (Big Red II, Karst, Quarry, Mason, research database complex) 1.85 +/- 0.46 25.2 +/- 17.1 100.00
    High speed disk storage (Data Capacitor, Research File System) 1.81 +/- 0.39 23.8 +/- 16.4 100.00
    Scholarly Data Archive (formerly referred to as MDSS / HPSS) 1.90 +/- 0.45 29.9 +/- 18.1 100.00
    Advanced Visualization Lab (including IQ-Walls, IQ-Tables, and Virtual Reality) 1.59 +/- 0.37 14.6 +/- 13.5 100.00
    Research Analytics (formerly Stat/Math Center) 1.68 +/- 0.40 19.1 +/- 15.1 100.00
    Support for Digital Humanities, Arts and Creative Activities 1.59 +/- 0.34 16.4 +/- 14.1 100.00
    Support for Life Sciences - including the Advanced Biomedical IT Core, the Indiana CTSIhub and CTSI web pages, and National Center for Genome Analysis Support 1.43 +/- 0.32 10.8 +/- 11.9 100.00
  2. 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, Students*]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    Supercomputers and high performance computers (Big Red II, Karst, Quarry, Mason, research database complex) 3.52 +/- 1.16 95.3 +/- 0.0 14.29
    High speed disk Storage (Data Capacitor, Research File System) 3.14 +/- 0.10 100.0 +/- 0.0 10.10
    Scholarly Data Archive (formerly referred to as MDSS / HPSS) 3.32 +/- 1.14 82.4 +/- 34.4 24.18
    Advanced Visualization Lab (including IQ-Walls, IQ-Tables, and Virtual Reality) 2.29 +/- 1.72 56.1 +/- 86.1 10.02
    Research Analytics (formerly Stat/Math Center) 2.22 +/- 1.72 56.1 +/- 86.1 11.27
    Support for Life Sciences - including the Advanced Biomedical IT Core, the Indiana CTSIhub and CTSI web pages, and National Center for Genome Analysis Support Too few responses Too few responses 9.66
    Support for Digital Humanities, Arts and Creative Activities Too few responses Too few responses 9.99
  3. Overall, how satisfied are you with the UITS research technology services available at IU? [FAC, STF, Students*]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    3.69 +/- 0.73 84.1 +/- 28.8 31.09

Enterprise Software

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    General SIS functionality (Admissions, Advising, Bursar, Records, Financial Aid) [FAC, STF] 3.56 +/- 0.27 87.8 +/- 8.2 74.07
    Academic Advising Services (Degree Map, AdRx) [FAC, STF] 3.09 +/- 0.33 74.7 +/- 15.3 44.86
    Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [Students] 4.04 +/- 0.13 92.8 +/- 3.6 97.00
    IU Libraries Catalog [ALL] 4.03 +/- 0.13 94.4 +/- 3.2 80.63
    Business and Integration Systems Average (mean) Satisfaction Rate (%) Usage Rate (%)
    General Human Resources Functionality and Employee Self-Service (Employee Center, eDocs, ePTO, eDossier, Kuali Time, Activity Insight, etc.) [FAC, STF] 3.73 +/- 0.21 93.4 +/- 5.8 82.05
    Kuali Financial Information Systems (KFS), including Travel and Procurement Services [FAC, STF] 3.30 +/- 0.39 76.8 +/- 13.8 57.61
    One.iu.edu (IU service portal): Navigation/Usability [ALL] 4.14 +/- 0.12 94.0 +/- 2.9 97.48

Cyber Security

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    4.09 +/- 0.12 95.4 +/- 2.7 94.46
  2. Indiana University has 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 52.8% 33.3% 13.9%
    Staff 55.3% 36.8% 7.9%
    Student 12.9% 67.5% 19.6%
  3. To what extent do you agree with following statements? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    Phishing is a serious problem. 3.92 +/- 0.13 91.3 +/- 3.5 100.00
    The Duo registration process was simple and straightforward. 3.54 +/- 0.16 74.5 +/- 5.5 100.00
    I know how to report a phishing attempt. 2.77 +/- 0.16 54.9 +/- 6.1 100.00
    I would like UITS to proactively inform me of known phishing attempts that affect the IU community. 4.02 +/- 0.12 95.5 +/- 2.6 100.00

Web Services

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    Departmental publishing on IU Web servers (Webserve for Linux, CHE for windows) [FAC, STF] 2.83 +/- 0.52 73.2 +/- 28.0 16.49
    Individual publishing on IU Web servers (Mercury, pages.iu.edu) [ALL] 3.57 +/- 0.19 93.2 +/- 5.8 28.91
    Web Content Management (Cascade Server, WCMS)  [FAC, STF] 2.80 +/- 0.35 71.7 +/- 23.1 22.79

Network Services

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    Wireless network access available on campus [ALL] 4.08 +/- 0.12 93.1 +/- 3.3 95.26
    Wired network access available on campus [FAC, STF] 4.59 +/- 0.16 98.9 +/- 2.0 94.46
  2. Overall, how satisfied are you with the network services at IU? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.12 +/- 0.11 96.1 +/- 2.5 97.96

Campus Voice Services

  1. 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 (mean) Satisfaction Rate (%) Usage Rate (%)
    Telephone System (Unicom) 3.73 +/- 0.30 86.2 +/- 9.1 79.63
    Lync/Skype for Business 3.81 +/- 0.25 90.2 +/- 7.5 84.99
    IU Fax (IU’s central faxing service) 3.62 +/- 0.41 89.9 +/- 15.5 29.99

General Assessment

  1. How helpful has the information technology environment on your campus been in your teaching activities? [FAC]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.21 +/- 0.32 93.9 +/- 8.0 91.67
  2. How helpful has the information technology environment on your campus been in your research activities? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.05 +/- 0.13 94.0 +/- 3.3 77.51
  3. How helpful has the information technology environment on your campus been in your learning experience? [Students]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.10 +/- 0.13 95.5 +/- 3.0 92.23
  4. How helpful has the information technology environment on your campus been in conducting your administrative activities? [ALL]
    Average (mean) Satisfaction Rate (%) Usage Rate (%)
    4.04 +/- 0.14 95.2 +/- 3.2 73.27