Benchmarks and Metrics update: Faculty and Staff Survey

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Benchmarks and Metrics updateFaculty and Staff
Survey

• Preliminary results
• May 23, 2008
• Mark Hale

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Agenda

• The survey
• Structure, campaign, returns
• The results
• Core results
• Themes in free-form comments
• Other highlights
• Plans going forward

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The survey

• 85 questions, in sections
• Most sections common, two optional sections
• instructional support, administrative access
• Most important first, captured partial data
• Individual URLs, demographics available from
  hidden fields
• ORG for simple division
• UI ID for detailed analysis (e.g. by job code)

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Survey administration

• Sample was half of each ORG,
• Individual invitations, from IT Leaders in ORG
• Reminders to people who didnt respond
• 35 overall click-through rate
• 1048 out of 2953
• Some ORGs responses were over 50
• Reminder was effective increased some ORGs by
  50
• Submission rate was 82 of click-throughs

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Results

• Your overall IT environment (Section 1)
• Highlights from other sections
• Final comments

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How much does your work depend on having a
computer?
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How satisfied are you with the computer you use
most often at work?
8
Are the software programs you use adequate for
the work you do?
9
How satisfied are you with the software you use
most often for your work?
10
How important to your work are IT services as
described above?
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How satisfied are you overall with the IT
services which support your work?
12
How important to your work is it to have
responsive IT support staff providing your IT
services and support?
13
How satisfied are you with the overall
responsiveness of the IT support staff that
provide your IT services and support?
14
How would you rate the overall knowledge level of
the IT support staff that provide IT services and
support to you?
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The comments

• We asked What changes would improve your overall
  IT environment?
• Dont expect compliments
• 13 closely printed pages
• One-liners and essays
• Kudos and rants

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Overall satisfaction

• I am very satisfied overall
• In my college, the staff are great fast and
  knowledgeable.

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Overall dissatisfaction

• Im completely self-managed, which is a good
  thing, because otherwise I would not be able to
  function
• Greater responsiveness with less attitude. The
  IT staff in my college seem to forget that
  support staff are here to support.

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Classroom support

• Want our IT staff to wear a pager, so that when
  classroom problems arise, we can communicate more
  effectively.
• Computer and services are okay, but the
  assistance, service response and response time
  that is required for me and the classrooms in our
  department is inadequate.

19
Mac support

• Many comments on wanting more support for Mac
• I wish our IT staff were more MAC-savvy. In
  fact, often they seem to be Anti-MAC.

20
Training

• Better training for more sophisticated software
  (e.g. STATA, SAS, SPSS, Adobe Acrobat)
• more sophisticated applications of software
  (e.g., mail merge, creation of forms, rules for
  mail in OUTLOOK)
• More training for both IT and computer users.
• I waste countless hours each week on
  computer-related stuff that if I were trained I
  wouldnt have to do.

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IT Support

• Understaffed
• Cant respond fast enough
• I hate it when I get voice mail on the help desk
  number I would equate that with getting voice
  mail when I call 911. I never call the help desk
  unless it is an emergency.

22
Speed / storage

• Faster computers
• Faster networks
• More storage

23
Software

• Vista
• Office 2007
• Exchange
• Please dont make me change to Windows 2007.

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Hardware

• Old, slow computers
• My computer is 10 years old
• Printer support problems, especially personal
  printers

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S2 Your usage of technology and networks

• Devices used desktop 80, cell phone 64,
  laptop, flash drives, scanners in mid-50
• OSs used Mac 18, Win 78
• Network important 98, satisfaction 97
• Wireless 40 / satisfaction among users 50
• Many wireless comments

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S3 Technology Services

• Email, 99 importance, 90 satisfaction
• Phone 93 importance, 84 satisfaction
• NW file, 84 importance, 79 satisfaction
• Calendar, 71 importance, 65 satisfaction
• Remote files, 55 importance, 44 satisfaction
• Comments were on telephones, e-mail

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S4Information about technology

• Local help more important than central
• Local and central tech web both near 52/ 42

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S5 Web resources

• Self service 95 / 90
• Top level web 80 / 75
• Library 40 / 41
• Comments on interface, organization, search

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S6 Security

• 25 dont know about their backups
• 80 know updates are done for them
• 43 dont know if they run a firewall
• 60 work with some institutional data off campus,
  scattered types 15 frequently
• SSN policy is best known (63)

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S7, S8 Skip for now

• Instruction and Administration
• Web Surveyor charts are somewhat misleading (they
  dont discard the I dont use people)

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Themes in Final Thoughts

• Many (30) about IT people, mostly positive
• Technology comments (30) are scattered
• Some gripes and admonitions
• Some advice
• Some mysteries .

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???

• Id like to see a new way to order supplies
  other than sigs and migs
• my computer is run by ghosts it is possessed
  by the evil computer demon! )

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Next Steps

• Deliver college numeric reports
• Sort and share the written comments
• More careful statistical study
• What questions would you suggest?