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TechQual Survey Results

 
 

During Spring 2012, IT Services participated in the TechQual+ survey. This survey is designed to capture the user perspective on IT services, and contains 12 items that assess the quality of services as related to three core commitments. Each core commitment is measured through four separate items, or IT service outcomes.

For each IT service outcome, respondents specified (on a scale of 1 to 9) their expectations for minimum service level (the lowest level of performance acceptable), desired service level (the level of service they want), and the perceived performance relative to their minimum and desired service levels. The difference between the minimum service level and the desired service level constitutes the Zone of Tolerance and indicates the range of service performance that the end user finds acceptable.

The results of the survey show that we are performing within the zone of tolerance for nine of the twelve questions asked. For two of these, we are barely below the zone of tolerance. The question where our users showed the greatest level of dissatisfaction was question 5, which asks about website usability.

While the outcome of this survey indicates that we have several areas in which we need to improve, a comparison to our peer institutions indicates that we are doing quite well. For ten of the twelve questions, our users have higher service expectations than those at our peer institutions. As with many other service areas, good performance leads to increased expectations, and we are to some extent at least victims of our own success. For every question other than 5 and 6 (websites and access to websites from tablets) we are outperforming our peer institutions.

The sections below contain information about the response rates and results for the survey - please click on the section heading to display detail information.

Response Rates

Invitations to participate in the survey were set to every member of the college community. Both invitations and responses were grouped by college role, with two groups of teaching faculty, three groups of non-teaching employees, and two groups of students. Response rates are listed in the table below.

GroupInvitationsResponsesRate
Teaching Faculty44116036%
Adjunct Faculty301137%
Non-Teaching Faculty1827541%
CSEA Staff48811423%
Administrators302170%
Commuter Students24281546%
Resident Students32562929%
Overall685582712%

Results

The sections below reflect the three core commitments of IT Services. Within each commitment, the four related service outcomes are listed along with a small chart indicated our performance on the outcome. Each chart area is scaled to the 1-9 scale used by the TechQual+ survey. The gray area indicates the overall zone of tolerance for the outcome and the colored bar indicates the percieved performance of IT on the outcome. Red indicates a current level of performance below minimum expectations, yellow indicates performance within expectations, and green indicates performance above expectations.

There are two bars in each display - the top bar is the result of our survey, while the bottom bar is the result for our Master's level peer institutions who have participated in the survey. View list of peers.

Hovering the mouse over the chart area will display a popup of minimum, desired and current levels of performance for each outcome. These are mean values for all submitted surveys.

Connectivity and Access
1
Having a campus Internet service that is reliable and that operates consistently across campus.
2
Having a campus Internet service that is fast and that provides speedy access to Web sites and rapid downloads.
3
Having wireless Internet coverage in all of the places that are important to me on campus.
 
4
Support for accessing the campus Internet service using my tablet or other mobile device.

Technology and Collaboration Services
5
Having campus Web sites and online services that are easy to use.
 
6
Accessing important campus Web sites and online services from my tablet or other mobile device.
7
Having campus technology services available that improve and enhance my collaboration with others.
8
Having technology within classrooms or other meeting areas that enhances the presentation and sharing of information.

Support and Training
9
Technology support staff who are consistently courteous and knowledgeable, and who can assist me in resolving problems with campus technology services.
10
Getting timely resolution to problems that I am experiencing with campus technology services.
 
11
Receiving timely communications regarding campus technology services, explained in a relevant and easy-to-understand form.
 
12
Getting access to training or other self-help information that can enable me to become more effective in my use of campus technology services.

Results by Groups

For each survey question, the plots below show the results by group. The bars on the left are ordered top to bottom as:

  1. Teaching Faculty
  2. Adjunct Faculty
  3. Non-Teaching Faculty
  4. CSEA Staff
  5. Administrators (M/C)
  6. Commuter Students
  7. Resident Students

To enhance readability, the plot area shows ratings between five and nine - there are no instances of ratings in this dataset below that level. The gray bars indicate the zone of tolerance for each question. If the percieved performance is below the zone of tolerance, the data display shows a red bar exending from the percieved performance level to the minimum performance level. If the percieved performance level is within the zone of tolerance, a yellow bar is drawn from the minimum to the percieved performance.

Hovering over the data graphic will pop up the mean values for the question as rated by the corresponding group.

1. Having a campus Internet service that is reliable and that operates consistently across campus.
2. Having a campus Internet service that is fast and that provides speedy access to Web sites and rapid downloads.
3. Having wireless Internet coverage in all of the places that are important to me on campus.
4. Support for accessing the campus Internet service using my tablet or other mobile device.
5. Having campus Web sites and online services that are easy to use.
6. Accessing important campus Web sites and online services from my tablet or other mobile device.
7. Having campus technology services available that improve and enhance my collaboration with others.
8. Having technology within classrooms or other meeting areas that enhances the presentation and sharing of information.
9. Technology support staff who are consistently courteous and knowledgeable, and who can assist me in resolving problems with campus technology services.
10. Getting timely resolution to problems that I am experiencing with campus technology services.
11. Receiving timely communications regarding campus technology services, explained in a relevant and easy-to-understand form.
12. Getting access to training or other self-help information that can enable me to become more effective in my use of campus technology services.

Comments

The IT directors analyzed all 783 comments recieved on the survey, and attempted to summarize the broad themes present in these comments. Below is a list in no particular order summarizing these comments

    Networking
  • Increase user satisfaction with Internet service
  • Increase wireless availability and coverage
    Mobile Devices
  • Make Web Services accessible by Mobile Devices
  • Investigate making myOneonta mobile
    Portal/Web
  • Portal/Web Services/Email/ANGEL timeouts are too short for most users
  • We need to streamline the Portal Login page
  • We need to improve the Portal Experience for Employees (Faculty & Staff)
  • Fix Broken Links
  • Users cannot find information they know/believe to be available because the well-worn paths they used to use from the home page are no longer there
  • Layout and style overwhelms users used to text link trees
  • Much of the site is not usable/navigable on mobile devices or by users with disabilities
  • Need Mobile version geared to current faculty/students/staff
  • Styles need to be standardized across all web resources
    Classroom Technology
  • Login times are very long, we need to find a way to speed this up both in classrooms and labs
  • Better communicate upgrades in both spaces to our users, a late summer "What's New in the Classrooms" and "What's Changed in the Labs"
    Collaboration:
  • We need to get SharePoint off the ground
  • We need to create file spaces users can easily access from home
    Problem resolution and knowledge
  • Improve our customer service skills
  • Better apply our considerable technology skills to assist our users
  • Improve response times for IT service
    Communication
  • Use non-technical language when communicate with our users for all communications
  • Better market what we offer to our users
    Training
  • Provide better online self-help
  • Provide more training materials and opportinities for our users
    Miscellaneous (Pulled from many areas)
  • Increase mail quota
  • Investigate and implement real single sign-on