R.B. Sherick SPRING, 2012

Transcription

1 R.B. Sherick SPRING, 2012

2 Survey methodology Random sample of 2151 faculty, staff and students 575 respondents (526 complete, 49 partial, 31 opted out.) Used Survey Monkey to send to each on 5/5 with an access token attached. Followed up with reminder message on 5/10. Survey closed on 5/12/2012.

3 Demographics What is your Primary Role at the University? (n=575) None of above, 0.5% Staff, 13.7% Faculty, 16.9% Undergrad, 52.5% Undergrad Grad Student Adj Faculty Faculty Staff None of above Adj Faculty, 2.1% Grad Student, 14.3%

4 Operating System (n=575,551) What Computer operating system do you primarily use for University-related work? Other (please specify), 0% Mac, 23% Windows, 74% Windows Mac Linux Unix Do you also work on a SECOND, DIFFERENT operating system? What kind? Yes, SEVERAL (>2)different systems 2% No, just one kind of system 57% Other (please specify) Linux, 3% Unix, 0% Unix 1% Linux 5% Windows 17% Mac 18%

5 Important Services (Undergraduates, n=302) Bb (258) BUBrain (233) (227) Wireless (219) Pods & IC (170) Pharos (113) AV Tech (53) Wired ( 55) HelpDesk (30) most important second third fourth fifth H Drive (22) ResCons (19) BingView (29) Phone (6)

6 Overall Satisfaction (Undergraduate n=302) Rate Satisfaction? Improved or worsened? Very unsatisfied Unsatisfied Neutral Satisfied Very satisfied Average = 3.52 (3.54) Average = 3.08 (2.94) Much Worse Worse Stayed the Same 50 Improved 1 Greatly Improved

7 Important Services (Graduate Students n=82) Blackboard (65) (63) BUBrain (60) AV Tech (55) Wireless (51) Pods & IC (30) Pharos (21) Phone (16) BingView (13) most important second third fourth fifth HelpDesk (13) ResCons (10) Wired ( 10) H Drive (8)

8 Overall Satisfaction (Graduate Student n=82) 60 Rate Satisfaction? 60 Improved? Very unsatisfied 9 4 Unsatisfied Neutral Satisfied Very satisfied Much Worse Worse Stayed the Same Improved 0 Greatly Improved Ave = 3.74 (3.66) Ave. = 3.17 (3.16)

9 Important Services (Faculty incl. Adjunct, n=109) (69) Blackboard (59) Wireless (44) AV Tech (40) HelpDesk (36) Wired ( 31) Site Lic SW(23) Phone (32) Roadrunner(22) most important second third fourth fifth PC Repair(17) H Drive (15) BingView (11) Business Apps(3)

10 Overall Satisfaction (Faculty, incl. Adjunct n=109) Rate Satisfaction? Improved? Very Unsatisfied Neutral Satisfied Very unsatisfied satisfied Much Worse Worse Stayed the Same Improved 1 Greatly Improved Average=3.76 (3.59) Average = 3.17 (3.17)

11 Important Services (Staff, n=79) (64) HelpDesk (38) Phone (35) Wired ( 35) Wireless (33) H Drive (18) Blackboard (17) Roadrunner(10) PC Repair(17) most important second third fourth fifth Business Apps(19) AV Tech (10) BingView (5) sl Software(13)

12 Overall Satisfaction (Staff n=79) Rate Satisfaction? Improved? Very unsatisfied Unsatisfied Neutral Satisfied Very satisfied 0 1 Much Worse Worse Stayed the Same Improved 0 Greatly Improved Average = 3.94 (4.05) Average = 3.13 (3.29)

13 Comparison with Previous Semesters Wireless Network Blackboard

14 Wireless Network Students Faculty/staff 100% 100% 90% 90% 80% 80% 70% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 10% 0% Fall 2010 (n=219) Spring 2011 (n=250) Fall 2011 (n=236) Spring 2012 (n=219) 0% Fall 2010 (n=75) Spring 2011 (n=51) Fall 2011 (n=68) Spring 2012 (n=91)

15 Blackboard Students 100% 90% 100% 90% Faculty/staff 80% 80% 70% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2010 (n=251) Spring 2011 (n=202) Fall 2011 (n=261) Spring 2012 (n=258) 10% 0% Fall 2010 (n=73) Spring 2011 (n = 38) Fall 2011 (n=72) Spring 2012 (n=98)

16 Students Faculty/staff 100% 100% 90% 90% 80% 80% 70% 70% 60% 50% 40% Poor Below Average Average 60% 50% 40% Poor Below Average Average 30% 20% Above Average Excellent 30% 20% Above Average Excellent 10% 10% 0% Fall 2010 (n=225) Spring 2011 (n=219) Fall 2011 (n=239) Spring 2012 (n=239) 0% Fall 2010 (n=131) Spring 2011 (n=57) Fall 2011 (n=124) Spring 2012 (n=155)

17 Quality Comparisons for Recently Surveyed Items BU Brain, Pods and Information Commons, Pharos Printing

18 BU Brain -- Students 100% 90% 80% 70% 60% 50% 40% Poor Below Average Average Above Average Excellent 30% 20% 10% 0% Fall 2010 (n=225) Spring 2011 (n=196) Fall 2011 (n=235) Spring 2012 (n=233) Ave=3.6 Ave=3.3 Ave=3.55 Ave=3.49

19 Pods and Information Commons -- Students 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2010 (n=189) Spring 2011 (n=161) Fall 2011 (n=176) Spring 2012 (n=170) Ave=3.2 Ave=3.3 Ave=3.6 Ave=3.5

20 Pharos Printing -- Students 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2010 (n=128) Spring 2011 (n=116) Fall 2011 (n=114) Spring 2012 (n=113) Ave=3.0 Ave=3.2 Ave=3.4 Ave=3.5

21 What do we do well? Students (118 responses) Wireless, 10 Bmail, 8 PODs, 6 Bb, 5 Printing, 4 No Response Wireless Bmail BUBrain, 4 PODs all ITS, 2 HD & RC Staff, 2 BingView, 2 Scanners, 1 Univ Websites, 1 Bb Printing BUBrain all ITS H Drive, 1 HD & RC Staff Campus Network, 1 BingView Scanners Univ Websites No Response, 85 H Drive Campus Network

22 What do we need to improve? Students (118 responses) Wireless Network, 53 Wired Network, 9 Uncategorized, 8 Printing, 15 PODs, 2 Bb, 28 BUBrain, 10 binghamton.edu, 2 BingVie w, 3 DARS, 1 Help Desk, 1 Improve Services, 2 Improve Student Staff, 2 More Computers/Printers, 16 More Scanners, 2 Bb binghamton.edu BingView BUBrain DARS Help Desk Improve Services Improve Student Staff More Computers/Printers More Scanners PODs Printing Uncategorized Wired Network Wireless Network

23 What should we be doing? Students (75 responses) Fix Bb Validation easier, 1 Improve wireless, 18 Validation easier Improve wireless Fix BUBrain Fix BUBrain, 8 Improve! Fix Bb, 14 Uncategorized, 5 Improve!, 4 More computers/printers, 8 Advertise ITS, 2 Better support, 1 Advertise ITS Better support More computers/printers Pharos Staffing PODs no Google Nada, 10 Pharos, 7 Nada Uncategorized no Google, 1 PODs, 5 Staffing, 3

24 Student Wish List When the wireless system is done, don't us and tell us the system is down, we won't get the . all of the derps. The situation regarding printing needs to be addressed. I've heard countless members of the ITS staff say that the amount of paper used for printing is extremely high and needs to be reduced (which I completely agree with). The obvious solution is to reduce the amount of money that is charged to students for weekly printing allowance. The majority of students simply do not need the paper; however, since the money is already taken from them and will not roll over between years, many students refuse to use their own printers and will use the PODS printers just to recoup the loss. My solution would be to reduce the amount paid in by each student to a flat $5, so that students still have some ability to print without adding more money to their account. Unfortunately, I don't think that this change will be implemented, as it is most likely a significant source of revenue for the ITS department. I do think that it is unfair to place such a high financial burden on the students though, especially when we don't have the choice to opt out. Make the internet faster somehow. Many people, including myself, like to stream movies, TV shows, music, etc. and find it very difficult to do so when they constantly are in a state of stop and go because they have to buffer from slow internet speeds, including both wireless and wired connections. Also, I don't know who else to tell this to, but the staplers in the Pods areas really suck.. I think students should be encouraged to run servers on the campus network. Obviously, you want to make sure nothing illicit is going on, but running a server is a very good learning experience. Additionally, if someone develops some type of internet technology, they can display it to the world without having to pay for hosting, which can be expensive as a student. BU is an ideal place for students who want to succeed. The campus is great and culture even better. Printing papers would be my only complaint, having to stand in line then sign in to print is often a hassle.

25 What mobile apps could ITS provide to make campus life easier? (77 responses) Bb, 40 No_N/A Bb BUBrain Update bmobi No_N/A, 55 BUBrain, 12 Update bmobi, 9 Bus Schedules, 7 PODs Computers, 5 Printer Status, 4 Bus Schedules PODs Computers Printer Status Class Schedulizer Register Reminder Calendar Dining Hall B-Line Raves Raves, 2 B-Line, 2 Class Schedulizer, 7 Register, 3 Reminder Calendar, 3 Dining Hall, 2

26 Help Desk -- Faculty and Staff 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2010 (n=44) Spring 2011 (n=46) Fall 2011 (n=71) Spring 2012 (n=84) Ave=3.7 Ave=3.9 Ave=3.7 Ave=4.0

27 Faculty Only Quality indicators for Blackboard, , HelpDesk and Classroom AV/Technology

28 Blackboard Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall 2010 (n=61) Spring 2011 (n=38) Fall 2011 (n=59) Spring 2012 (n=81) Ave= 3.3 Ave= 3.3 Ave= 3.6 Ave=3.8

29 Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall10 (n=41) Spr11 (n=40) Fall11 (n=69) Spr12 (n=91) Ave= 3.3 Ave= 3.8 Ave= 3.7 Ave=3.9

30 Help Desk Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall10 (n=25) Spr11 (n=30) Fall11 (n=36) Spr12 (n=46) Ave= 3.3 Ave= 3.3 Ave = 3.4 Ave= 3.8

31 Classroom AV/Technology Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall10 (n=33) Spr11 (n=33) Fall11 (n=40) Spr12 (n=68) Ave= 2.9 Ave= 3.6 Ave= 3.4 Ave=3.9

32 What do we do well? Faculty (53 responses, 56 skipped) Desktop Support, 4 Desktop Support Help Desk Help Desk, 9 Bb Uncategorized, 30 , 3 Bb, 1 Campus Phone, 1 Campus Phone Most Systems Test Scoring Most Systems, 10 Wireless Uncategorized Wireless, 2 Test Scoring, 1

33 What do we need to improve? Faculty (53 responses) Help Desk, 2 Install Languages, 1 Test Scoring, 1 No Upgrades, 1 Nada, 4 Bb, 16 AV/Classroom Tech, 7 Uncategorized, 5 BingView, 1 Repair, 1 Staffing, 1 Wireless, 2 , 4 Campus Phone, 2 More Suppor t, 1 BUBrain, 1 Stat Software licenses, 1 Elluminate, 1 Mathematica, 1 Network Issues, 1 Bb Help Desk Nada No Upgrades Install Languages Test Scoring AV/Classroom Tech BingView Repair Staffing Elluminate Campus Phone Wireless More Support Mathematica Network Issues BUBrain Stat Software licenses Uncategorized

34 What should we be doing? Faculty (34 responses) Campus Phone, 1 More Google, 1 Help Desk, 1 Detail Alerts, 1 More Support, 2 Network Speed, 2 H Drive, 1 Uncategorized, 3 AV/Classrooms, 8 Free Software, 4 Smartboards, 1 dump Bb, 4 fix Bb, 6 Free Software Smartboards fix Bb dump Bb D/K More PODs AV/Classrooms Help Desk H Drive Network Speed Campus Phone More Support More Google Detail Alerts Uncategorized D/K, 1 More PODs, 1

35 Faculty Wish List Sometimes does not reach destiny. Wireless is sometimes intermittent. Campus phone system is hard to use (no training was provided). Classroom/AV technology is of poor quality in some rooms or non-existent. Get rid of blackboard, it's an expensive piece of crap. Do we really need all the different upgrades? My user experience has not improved after all the iterations. Those multimedia ready classroom without desktops should have desktops. I'm happy that I can almost always connect to a fairly strong wireless signal, no matter where I am on campus. Please make blackboard more intuitive to use and fix its glitches and idiosyncrasies. Please make it talk to Banner so that we don't have to enter grades twice. I would like to see the campus switch to Linux / Libre Office / Moodle. I have no idea. Technology is always ahead of me, so I wouldn't know. Not much. There will always be upgrade/maintenance to be done. Users' demands will change through time, but you're anticipating these pretty well.

36 What do we do well? Staff (28 responses, 51 skipped) Help Desk, 7 Uncategorized, 15 Happy with Services, 3 Help Desk Happy with Services OnLine Time Records Wired/Wireless network Oracle Bmail Uncategorized OnLine Time Records, 1 Bmail, 2 Oracle, 1 Wired/Wireless network, 1

37 What do we need to improve? Staff (28 responses) Slow Upgrades, 1 Timing of Upgrades, 1 Dump Bb, 1 Help Desk Staffing Bradford WeekEnd Support Dept Lab support Oracle customization More Drive/File Space, 1 Oracle customization, 1 Spam in Bmail, 1 Dept Lab support, 1 Help desk Responsiveness, 8 WeekEnd Support, 1 Bradford, 1 Computer Repair, 2 Slow Internet, 1 Help Desk Staffing, 8 More Drive/File Space Spam in Bmail Help desk Responsiveness Slow Upgrades Timing of Upgrades Dump Bb Computer Repair Slow Internet

38 What should we be doing? Staff (19 responses) More Help Desk, 1 Pursue Higher Standards, 1 Non-SUNY s/w & Training, 1 Upgrade Campus Phone, 1 Upgrade Wireless, 1 Translate Campus Alerts, 1 Uncategorized, 1 Desktop Support Appts, 1 Monitor Quality, 1 Upgrade Dept Labs, 1 Share Cost Savings, 1 Prioritize Oracle Network, 1 Improve Training, 1 Desktop Support Appts Monitor Quality Upgrade Dept Labs Improve Training Share Cost Savings Prioritize Oracle Network No Comment In Office New Set-Up Commit to Cust Serv Upgrade Repair Track Anti-V s/w Upgrade Campus Phone Translate Campus Alerts Non-SUNY s/w & Training Pursue Higher Standards More Help Desk Upgrade Wireless Uncategorized Track Anti-V s/w, 1 Upgrade Repair, 3 Commit to Cust Serv, 1 No Comment, 1 In Office New Set-Up, 1

39 Staff Wish List help with internet service available on weekend. I host presentation to prospective students on the weekends and have faced times when the internet & access to the shared drive are not available Blackboard needs to go. It is not user friendly and is really just a horrible software program. This needs to happen soon, not years from now. Help Desk staff are helpful, but it could be better staffed with more people to be really effective. Seems understaffed compared with the past. Have an online appointment function - setting up times to have someone come to our offices to fix things, rather than just showing up when we may have appointments The move to Gmail must have saved a great deal of money. Many of us now use Gmail pushed through Outlook because of calendaring and smart phone needs. If this change did save the campus money, it would be wise to share that information. Our entire work day is on the Oracle website, the response time can get to be very, very slow, I do not know if you have the ability to isolate what we need to do our job from the rest of the University website use. A more obvious commitment to customer service. I hear too often "I don't know what ITS does." Pursue higher standards - bmail, helpdesk service, desktop support, blackboard, banner, are all mediocre at best and there doesn't seem to be any interest in improvement. Support is really pretty good, give limited resources.