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2008 Survey of IT Users: Information Technology and the Future of the University

Introduction

The Office of the Chief Information Officer (CIO) contracted with the Center for Survey Research (CSR) at UVa to execute the 2008 survey of IT users, which was titled Information Technology and the Future of the University.

  • The web survey was sent in November 2008. The data collection was closed in January 2009.
  • The survey was designed to represent the University community – faculty, staff and students. A disproportionate sampling plan was used to make sure there were enough respondents to support data analysis in ten different groups, or strata.
  • There was one stratum for staff, three for graduate students, three for undergraduate students and three for faculty. For the student and faculty groups, the strata were defined by membership in three academic program areas: science/engineering, professional, and arts and sciences.
  • One thousand staff, 1,000 students and 1,400 faculty members were sampled for a total of 3,400 in the sample. A total of 1,525 questionnaires were completed.
  • The survey questions are primarily Likert opinion scale (1-5 rating scale with 5 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 (labeled “Satisfaction”) and 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").

Credits

The format of this report was inspired by Indiana University's UITS User Satisfaction Survey.

Sections

Strategic outcomes

 

How important is each of the following part of your activities at the University?

 

Average*

Importance**

Usage

Research and scholarship

3.72

91.7%

90.5%

Service to the public or profession

3.50

91.4%

91.2%

Teaching and/or learning

4.22

95.7%

94.3%

Administration and service to other University units?

2.86

78.3%

81.4%

Communication, collaboration and community-building?

3.66

95%

93.2%

* Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, importance scores include any response between "critically important" and "slightly important".

 

In your activities at the University, how important are information technology systems and services in the facilitation and support of...

 

Average*

Importance**

Usage

Research and scholarship

4.36

99.5%

73%

Service to the public or profession

3.78

98.4%

69.9%

Teaching and/or learning

4.24

99.6%

85.7%

Administration and service to other University units?

3.92

98%

46.3%

Communication, collaboration and community-building?

4.11

99.8%

75.6%

* Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, importance scores include any response between "critically important" and "slightly important".

 

In your activities at the University, how good are information technology systems and services in the facilitation and support of...

 

Average*

Satisfaction**

Usage

Research and scholarship

3.77

93.5%

70.2%

Service to the public or profession

3.52

90.6%

62.8%

Teaching and/or learning

3.67

92.6%

83%

Administration and service to other University units?

3.57

91.2%

42.7%

Communication, collaboration and community-building?

3.61

90.0%

72.5%

* Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between "excellent" and "good".

 

Compared to where the University's information technology systems and services should be, is the information technology environment at the University advancing, lagging, or keeping up in the areas below?

The IT environment for...

Average*

Satisfaction**

Usage

Research and scholarship

3.33

86.4%

61.9%

Service to the public or profession

3.17

82.8%

56.0%

Teaching and/or learning

3.26

82.5%

75.1%

Administration and service to other University units?

3.21

79.9%

37.9%

Communication, collaboration and community-building?

3.24

80.4%

64.7%

* Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between "advancing a lot" and "keeping up".

 

Infrastructure

 

In this section, you will be asked to rate several aspects of the information technology infrastructure at the University. Please rate each one according to your best estimate.

Information technology infrastructure

Average*

Satisfaction**

Usage

UVaCollab

3.35

81.9%

59.7%

Computer labs

3.42

87.6 %

67.0%

Instructional Toolkit / course management system

2.94

66.6%

72.5%

Student information system (currently ISIS)

2.51

49.0%

71.6%

The Integrated System (Oracle)

2.96

69.4 %

7.5%

Computing support for academic advising

2.63

53.0%

48.9%

Classrooms

2.95

68.3%

77.7%

File storage/home directory

3.07

74.9%

69.9%

E-mail using UVa Central Mail Services (CMS)

3.02

70.4%

79.6%

E-mail and calendaring using UVa Eservices Exchange

3.26

80.0%

44.3%

Research computing infrastructure

3.07

79.4%

47.0%

Research computing labs

3.22

82.3%

41.6%

Access to high performance servers / storage / supercomputing

3.07

72.5%

36.1%

Access to digital media, storage and servers to support the humanities

3.17

76.7%

43.5%

Telephone voice service including Expressions/voice mail

2.25

38.6%

43.5%

The UVa Marketplace for making University purchases

2.83

62.6%

20.1%

Jobs@UVa (the new online human resources tool)

2.95

67.3%

24.1%

* Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and  “good”.

 

Overall, how would you rate the information technology infrastructure at the University?

Average*

Satisfaction**

Usage

 4.24

 96.8%

 90.4%

* Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent”  and “good”.

Mobility and connectivity

 

Please rate the following items relating to mobility and connectivity at the University:  


Mobility and Connectivity

Average*

Satisfaction**

Usage

Connectivity to departmental and school networks

3.46

87.3%

87.7 %

Wireless networking

3.29

75.5%

87.7

Speed of your network connection

3.47

81.7%

97.9%

Your ability to access what you need wherever you are

3.04

67.6%

95.5%

Cell phone coverage on Grounds

2.88

60.6%

91.7%

Videoconferencing

2.75

59.7%

25.3%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”. 

 

How would you describe your experience setting up your wireless connection?

Average*

Satisfaction**

Usage

2.73

61.7%

80.3%

* Average based on a 1-4 rating scale with 4 being the most favorable rating.
**For this question, satisfaction scores include any response between  “very easy” and “somewhat easy”.

 

How would you describe your experience renewing or maintaining your certificates for your wireless connection(s)?  

Average*

Satisfaction**

Usage

2.77

62.4%

67.7%

* Average based on a 1-4 rating scale with 4 being the most favorable rating.
**For this question, satisfaction scores include any response between  “very easy” and “somewhat easy”.

 

How important to your work at UVa is your wireless connection(s)?

Average*

Importance**

Usage

4.22

95.9%

85.4%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, importance scores include any response between “critically important” and “slightly important”.

 

Overall rating for mobility and connectivity at the University

Average*

Satisfaction**

Usage

3.43

85.1%

94.6%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
 **For this question, satisfaction scores include any response between “excellent”  and “good”.

Security


Please rate the following items relating to security:

 

Average*

Satisfaction**

Usage

University efforts in promoting awareness of security issues

3.46

86.6%

94%

Assistance to end users in ensuring security of data

3.19

77.4%

71.3 %

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”.

 

Please rate the following items relating to security:  
Overall satisfaction for computing security at the University

Average*

Satisfaction**

Usage

3.43

86.4%

92.6%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”.

 

In the past year, have you been personally affected by any of the following issues?

Issue

Yes

A virus or other malware

20.7%

Excessive spam

26.5%

A phishing email

38.4%

Someone hacking my computer or web site

2.7%

Someone hacking my email

2.0%

Loss or compromise of my personal information

13.9%

Loss or compromise of someone else’s personal information

3.9%

Other security issue

1.6%

 

In your opinion, compared to where the security of the University's information technology systems and services should be, is the University advancing, lagging or keeping up?

Average*

Satisfaction**

Usage

3.26

86.8%

83.4%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “advancing a lot” and “keeping up”.

User support, help and training

 

What is your most important source for computing help and support?  

 

Most important source

Your department

28.4%

UVa ITC

43.8%

Library help

8.2%

Health system computing

3.4%

Other sources at UVa

6.8%

Other sources elsewhere

9.5%

 

Please rate the following items relating to user support, help and training from all sources at UVa (e.g., departmental, ITC, other sources at UVa)

User Support/Help/Training

Average*

Satisfaction**

Usage

Support for classroom activities

 2.65

83.8 %

 62.8%

Support for research and scholarship  

2.66

84.4%

56.0%

Support for service to the public or profession

2.75

83.8%

46.8%

Support for administration

2.67

85.1%

32.1%

Software Central (site-licensed software distribution at http://www.itc.virginia.edu/central)

2.72

80.5%

56.1%

Training classes

2.87

75.6%

41.3%

Help desk support

2.69

78.0%

69.1%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”.

 

Overall rating for computing support, help and training at the University:

Average*

Satisfaction**

Usage

3.37

86.9%

90.3%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”.

Organizational effectiveness of UVa ITC

 

UVa ITC is the University's Information Technology and Communication unit. UVa ITC is responsible for deploying and supporting information and communication technologies to help the University community meet its goals. Please rate the following items relating to the organizational effectiveness of UVa ITC.

Organizational effectiveness of ITC

Average*

Satisfaction**

Usage

Dependability of ITC services

3.35

86.4 %

82.3 %

Ease of use for ITC services

3.15

76.3 %

82.3%

Communication about information technology issues

3.08

71.4 %

81.4%

ITC implementation of new services

3.08

73.7 %

69.5 %

Responsiveness of ITC operations

3.21

78.1 %

75.8%

Knowledge of ITC staff

3.48

86.0%

77.7 %

Courtesy of ITC staff

3.70

88.6 %

76.6 %

Feeling that ITC is a partner with you to meet your needs

3.31

78.7%

77.0%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”.

 

Overall rating for ITC as an organization

Average*

Satisfaction**

Usage

 3.36

84.9 %

 80.2%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between “excellent” and “good”.

 

Please indicate your level of agreement or disagreement with the following statement: "UVa ITC shows excellent vision in advancing the University's goals".

Average*

Satisfaction**

Usage

3.59

59.4%

84.0 %

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between "strongly agree" and "agree".

Overall measures

 

In your opinion, how is UVa's information technology environment helping or hurting in the following areas? 

Overall measures

Average*

Satisfaction**

Usage

The recruitment of new faculty

3.35

43.2%

18.4%

The recruitment of new staff

3.48

48.3%

19.7%

The recruitment of students

3.66

61.4%

58.2%

Your ability to compete for research grants

3.55

51.3%

7.4%

Your ability to submit research grant proposals efficiently

3.61

54.9%

7.5%

The conduct of research

4.06

80.4%

55.9%

Research and scholarship

4.10

82.0%

57.8%

Service to the public or profession

3.83

68.5%

49.7%

Teaching and learning

4.11

81.9%

73.4%

Administration and service to other University units

3.90

74.0%

33.5%

Communication, collaboration and community-building

4.00

77.5%

63.1%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between "helping a little" and "helping a lot".

 

Thinking about the information technology resources you need to be effective in your primary role at UVa, would you say the information technology environment at UVa is?

Average*

Satisfaction**

Usage

3.80

69.8%

84.6%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between "getting a little better" and "getting a lot better".

 

Compared to the information technology environments at other universities, companies or organizations that you know about, would you say the information technology environment at UVa is?

Average*

Satisfaction**

Usage***

3.13

42.4%

19.8%

*Average based on a 1-5 rating scale with 5 being the most favorable rating.
**For this question, satisfaction scores include any response between "little better" and "a lot better".
*** The usage rate for this question is low because only the respondents who believed they knew enough about information technology environment at another university answered this question.

Global measure

 

What is your overall satisfaction with the information technology environment at UVa?

Average*

Satisfaction**

Usage

5.20

 79.9%

96.7 %

*Average based on a 1-7 rating scale with 7 being the most favorable rating.
**For this question, satisfaction scores include any response between "extremely satisfied" and "somewhat satisfied".

 

February 17, 2010.
Prepared by Alice Howard and Murielle de Wekker.

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