Download ITS Satisfaction Survey Results FINAL

IT Services Satisfaction Survey Results
June 2016
Agenda
• Survey Goals
• Methodology
• Executive Summary
• High level results
• Top and lowest survey scores
• Next steps
2016 Goals
•
•
•
•
Assess current level of services – establish baseline
Identify current satisfaction levels for service areas
Gather input on the desired level of services
Identify ways to enhance the delivery of IT services
Survey Methodology
• Develop and execute survey software from Qualtrics
• Survey opened May 23, closed June 3, 2016 (3 weeks)
• Respondents surveyed only on topics relevant to the services provided to them
• Responses derived from a 5-point Likert scale with some open-ended questions to
gather additional feedback
• Analysis and actions derived from three factors:
• Survey data
• IT Services strategic plan
• Feedback from open-ended questions
Executive Summary
•
992 responses, 109 majors/departments represented
•
Primary role of survey respondents
•
•
Faculty (24%), Staff (28%), Student (44%), Administrator (4%)
All major issues from 2015 survey resolved, improved or corrected
•
Survey fatigue, duplicate questions, logic errors, too much data
•
Baseline satisfaction scores and results firmly established
•
Overall satisfaction with IT Services is 4.02
•
Room for improvement in every service area
•
Improvement plans for identified low score results
Overall Satisfaction by Service Area
WEBSUPPORT(OUCAMPUS)
3.67
INFORMATIONSECURITY
3.74
ITSERVICESAWARENESS(WEBPRESENCE)
3.75
WIRELESSSUPPORT
3.76
HELPDESK
3.9
DESKTOPSUPPORTSERVICES
PHONESERVICES
CLASSROOMTECHNOLOGYSUPPORT
4.18
4.37
4.82
1 = Not Satisfied; 5 = Very Satisfied
Top Scores (All IT Services)
1. Overall satisfaction with classroom technology support
2. Overall satisfaction with phone services
3. Overall satisfaction with desktop support services
4.82
4.37
4.18
Lowest Scores (All IT Services)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Ease of use of mobility feature on phones
(Perceived) reliability of wifi network
Overall satisfaction with Web Support (OU Campus)
Reliability of info posted on ITS web site
Helpfulness of ITS web site content
Overall satisfaction with Information Security
Ease of finding info on ITS web site
Accessibility of wifi in all campus buildings
IT Service Desk timeliness in solving problems
ITS delivers promised services in a timely manner
ITS helps campus community use technology effectively
ITS provides valuable services
3.12
3.34
3.67
3.72
3.73
3.74
3.75
3.78
3.82
3.82
3.87
3.92
Plan & Milestones
Action
Sendsummaryoftechnologyplansaddressingcommentstocampus
Sendtechnologyupdate addressingcommentstocampus
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DueDate
September 1,2106
October17, 2016
November18,2106
Status
Appendices
June 2016 Survey Results Summary, Recommendations
1. IT Service Desk
2. Network Services
3. IT Services Awareness – Web Presence
4. Desktop Support Services
5. Web Support – OU Campus
6. Phone Service
7. Classroom Technology Support
8. Information Security
9. ITS Vision, Mission, Strategies, Programs & Outcomes 2016 - 2017
IT Service Desk
Appendix 1
June 2016 Summary of Results
•
Overall satisfaction rating – 3.90
•
Of the 40% who have contacted IT Service Desk:
•
75% contacted 1-3 times
•
In the last 12 months
•
Most used IT Services self-help function:
•
Password reset
•
Then, FAQs, then User Guides
•
For those who have not contacted IT Service Desk:
•
36% indicate they did not know how.
•
Suggest a growing willingness on the part of the
campus users to more actively participate in
resolving their problems.
•
Lowest satisfaction rating:
•
Timeliness in solving problems
Recommendations
•
Increase communication
• Availability of IT Service Desk support
•
Web site dedicated to help topics may be useful
to assist users
•
Faster response times needed
Network Services – Wi-Fi
Appendix 2
June 2016 Summary of Results
•
Overall satisfaction rating – 3.76
•
80% of respondents use wireless service on
campus
•
Reliability of wireless network scored 3.34:
• Indicating users experiencing problems with
wireless connections in some areas on
campus
•
Growing demand for outdoor wireless access:
• e.g., Tower Lawn, Student Union outside
dining area, statue area surrounded by Clark
Hall, Dwight Bentel Hall and Tower Hall
Recommendations
•
Evaluate all responses for desired wireless
connection and prioritize
Is there a particular place on campus where you would like to see Wireless access added or enhanced?
7 SSC
21
MLK
MLK Library
20
Out
Outside
19
SU
Student Union
13
EW
Everywhere
11
BBC
Boccardo Business Complex
8
DMH
Dudley Moorhead Hall
8
SH
Sweeney Hall
8
HGH
Hugh Gillis Hall
7
SSC
Student Services Center
8
21
8
19
8
11
8
IT Services Awareness – Web Presence
Appendix 3
June 2016 Summary of Results
•
•
•
•
•
•
Overall satisfaction rating – 3.75
Most preferred communication channel by a
large margin is:
• Email
Nearly half (49%) have not visited the ITS
web site
Helpfulness of ITS web site content – 3.73
Ease of finding info on ITS web site – 3.75
Reliability of info posted on ITS web site –
3.72
Recommendations
•
Communication about IT Services
• Make use of email lists targeted toward
specific audiences
•
Develop more communication
• How to use the website
• More visible links on the ITS web site,
Academic Affairs web site or MySJSU
Desktop Support Services
Appendix 4
June 2016 Summary of Results
•
Overall satisfaction rating – 4.18
•
50% are using university-issued devices
•
Of those who are not using a universityissued device
• 94% are using personal devices for
work or studies on campus
•
Many people listed additional software they
need:
• Some of which is already provided for
free
• Suggesting lack of awareness
Recommendations
•
Depending on the available features of the
platform:
• Opportunity for training users
• How to use the OU campus features
and the analytics feature
Web Support – OU Campus
Appendix 5
June 2016 Summary of Results
•
Overall satisfaction rating – 3.67
•
Only staff and administrators surveyed
•
Among those who manage or support
webpages or websites:
• 75% use OU campus
•
Most agree OU Campus has the features
needed to manage their websites/webpages
Recommendations
•
Develop communications to promote
software tools provided to the campus
Phone Service
Appendix 6
June 2016 Summary of Results
•
Overall satisfaction rating – 4.37
•
Students not included as respondents
•
95% have desk phones in their offices
•
While overall satisfaction rating is high:
• Responses to open-ended question revealed
some dissatisfaction helping users
understand and use the other features of the
phone
•
Average satisfaction rating for ease of use:
• 3.82
Video capability
• 3.75
Voice mail
• 3.12
Mobility feature
Recommendations
•
Forwarding service to the mobile phone
• Needs to be explained better to the
community.
How can we make our SJSU phone service better?
Most requested:
• User guide, quick tips, training, tutorial, webinar
• Easier to use directory
Classroom Technology Support
Appendix 7
June 2016 Summary of Results
Recommendations
•
Overall satisfaction rating – 4.82
•
Track metrics on equipment reliability
•
Responses from self-identified faculty only
•
•
69% indicate the classrooms they teach in have
the technology they need to conduct their classes
Standardize and support classroom technology in
College spaces
•
Implement classroom technology standards
•
Instructors consider wireless Internet access:
• The most important technology tool needed
in the classroom
•
Improve faculty support
•
Most agree that technology has enhanced their
teaching experience
•
Top 3 technologies faculty would like to use in
learning spaces:
• Wireless internet access (Wi-Fi)
• Data projector
• DVD player
What additional academic technology tools, features or services would you like to
see in your classroom?
Top responses:
•
•
•
Projector
Whiteboard
HDMI cable
Documentcamera
11
7
4
3
Classroom technology support had the highest satisfaction rating of all service areas (4.82) but with
significant feedback on areas for improvement
Significant feedback about cables, connections, equipment that does not work or is broken
Numerous comments about technology not working in Dudley Moorhead Hall
Information Security
Appendix 8
June 2016 Summary of Results
•
Overall satisfaction rating – 3.74
•
Majority feel their personal information is safe
when stored in the university system
•
52% do not know who to contact in the event of a
security breach
•
73% claim to know if an email in their inbox is real
or from an imposter
•
61% would attend training on Information Security
if it were available and could help them be more
secure
Recommendations
•
Develop training programs:
• Regular communications or workshops
• Provide more information about security and
privacy to the campus community
What is the one thing that the Information Security Office
could do to improve security on campus or help you learn to
protect your personal information?
•
Overwhelming majority of responses suggest and request more training and education.
•
See response details for many excellent suggestions (email, tutorials, webinars, videos, workshops,
newsletter, etc.).
What is the one thing that IT Services could do to improve
technology services and support?
•
•
•
•
•
Most common response is to improve reliability of Wi-Fi service
Frustration with responsiveness and time to resolve issues
Communication, training and education on a variety of topics
OU Campus / managing web pages is challenging
Many positive comments from satisfied users
ITS Vision, Mission, Strategies, Programs & Outcomes 2016 - 2017
Vision
EnableStudentSuccess&SanJoseStateInnovationAcrossCampus
Mission
SupportSJSU’sFourPillarsofStudentSuccess&SJSU’sStrategicPlanthroughinnovativeuseoftechnologiesandsolutionsfor
faculty,studentsandstaff
IT
Strategies
KeyIT
Programs
Business
Outcomes/
SuccessMetrics
EnablingStudentSuccessLifecycle
Management
MyGPS
(MyGraduationPathwaytoSuccess)*
Centralized&SecureStudentInformation
BuildingaSecure,DigitalCampus
ModernizingAcademicTechnologies
AdministrativeDigitalWorkflows/Processes
AcademicTechnologyContinuous
Modernization
CampusSafety&Security
SimplifyAccesstoApplicationswithPortal
EnablingBoundlessLearning
AnalyticsforAdvising&CourseScheduling
RelocatingDisasterRecoveryLocation
MyGPSapplicationsuite*deployedontimeand
underbudgetandusedby10K+students
3x#ofAdminautomatedworklfows(10)
DoubleClassroomVideoEndpointsto100by2017
99.9%SafetySystemsUptime
90%oftheClassroom’sTechnologywillbe<4YrsOld
StudentdatawarehouseasSingleSourceofTruthfor
Informationdrivingretentionandgraduationrates
Reporting&Analyticaltoolsforstudentenrollment,
admissions,bottleneckcourseID&advising
*MyGPSApplicationSuite:MyScheduler,MyRoadmap,MyProgress,MyPlanner,MyGradApp
[email protected]
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CMSSecurityRequestProcesscompletewithin
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