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Center for Information Technology

Services

Satisfaction Survey Report

January 2016

2

Introduction

This report provides a summary of the purposes, the methodology and the results of a satisfaction

survey administered by the Center for Information Technology Services (CITS) in fall 2015.

The survey instrument was primarily modeled after those instruments used at Stanford

University and Indiana University. It was modified to include the specific services that are

offered and supported by CITS.

The survey was conducted to assess the degree to which faculty, staff and students were satisfied

with the array of services provided by electronic systems and staff operations. It is one means

through which CITS can give a voice to those individuals who use central IT services. It is a

systematic way to identify what is working well and what needs to be improved from the faculty,

staff and student vantage point.

The survey data help to establish the “current perception” customers have on a range of services

provided. The survey data also quantify how the varied customers rate these services and their

interactions with the many people who provide support to the UMB community. This feedback

helps inform the follow on actions CITS can take to improve the services offered and the

customer service that is provided.

The survey was administered to meet the following objectives:

• To ascertain where faculty, staff and students are satisfied or dissatisfied.

• To collect and review comments, in addition to satisfaction ratings, to find out what

contributes to satisfaction and any dissatisfaction.

• To assess the findings and as part of a continuous improvement process, make

enhancements to systems and services to better meet faculty, student and staff needs.

• To implement a UMB Strategic Plan IT tactic to collect input and feedback from the

University community in order to continuously evaluate and improve services.

A total of 61 items were developed and included on the faculty/staff survey and 35 items were

presented to students. There were areas under many of these items, as well as at the end of the

survey, where respondents could enter comments. The faculty/staff and student survey items

can be found in Appendix A.

A Likert response scale of satisfaction was used, ranging from a high of “5” for very satisfied,

“4” for satisfied, “3” for neutral, “2” for dissatisfied, and “1” for very dissatisfied. The

respondent also had the options of selecting “not familiar with service” or “cannot evaluate” (see

Appendix A).

The ultimate goal for CITS is to provide an excellent IT experience that supports the teaching,

learning, research and business needs of the UMB community. We want to improve the ability

for faculty and staff to use technology and IT services to get their work done, and for student to

use technology and IT services to complete their studies.

3

Executive Summary

Survey Methodology

The invitation to participate in the faculty/staff survey was sent out via email to a random sample

of approximately 1,500 faculty and staff. The invitation to participate in the student survey was

sent via email to a random sample of approximately 2000 students. In total, about 3,500

individuals received an invitation to complete the surveys.

Out of the 1,500 faculty/staff who received a survey, 414 responded for a 28% response rate.

Out of the approximately 2000 students surveyed, 240 responded for a 12% response rate. In

total, there were 654 respondents, for an overall response rate of 19%. A complete breakdown of

the number of individuals invited and the number who responded, overall and from each

constituency, is presented in Table 1 below.

Table 1

Constituent

Group

Invited

Responded

%

Response

% of all

Responses

Faculty/Staff 1500 414 28% 63%

Students 2000 240 12% 37%

Total 3500 654 19%

Table 2 below shows the percentage distribution of respondents across schools and central units.

Table 2

Faculty/Staff

SOM

SSW

SOP

SON

SOD

SOL

Central

Admin.

Other

No

Affiliation

Indicated

33% 10% 7% 7% 7% 4% 24% 4% 4%

Students

SOM

SSW

SOP

SON

SOD

SOL

Grad.

School

Other

No

Affiliation

Indicated

21% 19% 7% 24% 7% 10% 7% 1% 4%

4

Overview of the Results

As an organization, CITS strives to present services and electronic solutions in a way that will

meet a standard of quality that is deemed as satisfactory or better to all constituencies. The CITS

mission and focus is to treat UMB students, faculty, staff, colleagues and co-workers as treasured

customers. Excellence in service to the UMB community is our challenge and responsibility.

This survey seeks to measure our success in that regard as reflected in the degree of satisfaction

with those services by the people we serve.

As such, the ideal organizational goal is to achieve a high percentage of students, faculty and

staff indicating “satisfaction” with CITS services, which would be a rating of 3 or better on the

Likert opinion scale (1-very dissatisfied to 5-very satisfied); and a high mean score. A mean

score between 3.75 and 3.99 for an item would be considered a “Very Good” rating, while a

mean score of 4.00 or above would be considered an “Excellent” rating.

It is important to note that there were two items on the surveys that provide an overall indication

of how CITS and the services offered by the organization are perceived by the UMB community.

Those items are: “How satisfied are you that CITS takes a ‘customer-oriented’ approach to

helping you?” And, “Please rate your overall satisfaction with CITS services”.

The survey findings, for both faculty/staff and for students, indicate very high satisfaction

ratings for these items. The satisfaction ratings (mean and satisfaction percentage) for

these two items are presented in Tables 3 and 4 below. It is also apparent from the survey

findings that almost all individual service offerings are viewed very favorably by students,

faculty and staff (see Tables 5 and 6 below).

Table 3

How satisfied are you that CITS takes a “customer-oriented” approach to helping you?

Mean Satisfaction

% Count

Dissatisfaction

% Count

Total

Count

Faculty/Staff 4.24 95% 301 5% 17 318

Students 4.17 95% 109 5% 6 115

Table 4

Please rate your overall satisfaction with CITS services.

Mean Satisfaction

% Count

Dissatisfaction

% Count

Overall

Count

Faculty/Staff 4.07 96% 359 4% 16 375

Students 4.11 97% 176 3% 5 181

5

Ratings of Satisfaction for Each Survey Item (Mean and Satisfaction Percentage)

Ratings of satisfaction were measured for each item on both the faculty/staff survey and the

student survey.

Of the 49 items on the faculty/staff survey that were evaluated (12 of the 61 items were not

satisfaction questions), all but four had a mean satisfaction rating of 3.75 or greater. There were

26 items that had an “Excellent” rating (mean score of 4.00 or greater) and 19 items that had a

“Very Good” rating (mean score of 3.75 or greater).

Please see Table 5 below for the satisfaction percentage and mean satisfaction rating for each

item on the faculty/staff survey.

Table 5

Faculty/Staff Survey Items Mean Satisfaction

% Count

Total # of

Opinions

CITS IT Help Desk Support

Ability to get through to a person at the CITS Help Desk

4.22 94% 319 339

Timeliness of response from the CITS Help Desk 4.28 95% 322 341

Turnaround time to resolve your problem by the Help Desk 4.17 93% 317 341

Professionalism exhibited by the CITS Help Desk 4.42 97% 333 342

Ability of the CITS Help Desk to solve your problem 4.29 95% 318 334

Overall CITS Help Desk service 4.22 96% 319 334

Training

Online help and training materials developed by CITS 4.01 93% 250 269

Network Services

Reliability of the campus wired network 4.29 96% 348 362

Availability of the campus wired network 4.30 96% 348 361

Campus wired network connection speed to the Internet 4.24 95% 347 366

Ease of connecting to the campus wireless network 3.61 80% 226 284

Signal strength of the campus wireless network 3.75 88% 247 282

Availability of the campus wireless network 3.72 86% 240 280

Overall campus network services 4.17 98% 356 363

6


% Count

Total # of

Opinions

Remote Access

Campus web VPN client 3.91 88% 224 255

Voice Communications

Telephone services 4.14 94% 310 329

Telephone support 4.08 95% 240 253

Electronic Mail (Email)

Campus Exchange/Outlook system 4.36 97% 340 352

Campus Exchange/Outlook Web Mail system 4.17 94% 330 350

Enterprise Systems

Accellion secure file transfer system 4.28 97% 111 115

Archibus space information and management system 3.90 100% 29 29

Blackboard learning management system 4.18 93% 178 192

Collaborate web conferencing system

3.78 90% 93 103

Community System, Affiliate creation and management

3.79 90% 63 70

MyUMB, the enterprise systems portal 4.09 94% 351 373

Employee Self-Service (timesheet and personal info.) 4.05 92% 339 368

ePAF (electronic personnel action forms) 3.94 97% 30 31

eTravel (travel requests, travel expense reimbursements) 3.77 87% 65 75

eUMB Financials (financial system) 3.95 94% 151 161

eUMB HRMS (human resources system) 4.05 98% 128 131

eUMB RAVEN (financial reporting system) 3.92 91% 94 103

ImageNow (system for scanning and storing files) 4.19 96% 77 80

Kuali Coeus (grant proposal system) 3.50 83% 96 116

Maximus (effort reporting system) 3.85 91% 88 97

Remark (test scoring system) 4.09 100% 33 33

SIMS (student information management system) 3.89 91% 67 74

Sympa (mailing list system)

3.94 96% 48 50

7

Of the 26 items on the student survey that were evaluated (9 of the 35 items were not satisfaction

questions), all but five had a mean satisfaction rating of 3.75 or greater. There were 17 items

that had an “Excellent” rating (mean score of 4.00 or greater) and 4 items that had a “Very

Good” rating (mean score of 3.75 or greater).

Please see Table 6 below for the satisfaction percentages and mean satisfaction score for each

item on the student survey.

Table 6


% Count

Total # of

Opinions

UMVibe (document sharing system)

3.47 82% 78 95

Software Availability

Software available at the Software Licensing Office

3.89 90% 164 183

Other CITS Services

Campus directory look-up

3.94 90% 300 335

CITS website services 3.82 94% 239 255

Custom web application development 4.01 95% 88 93

Desktop support (Central Administration) 4.13 96% 145 151

UMID account/password management 3.98 93% 352 379

CITS Communications

Communications regarding CITS IT updates 4.06 97% 332 342

CITS Website

Ease of finding information 3.76 91% 273 299

Success in finding information 3.75 92% 278 302

Helpfulness of the content 3.86 96% 285 298

Student Survey Items Mean Satisfaction

% Count

Total # of

Opinions

CITS IT Help Desk Support

Ability to get through to a person at the CITS Help Desk

4.20 94% 116 123

Timeliness of response from the CITS Help Desk 4.26 95% 119 125

Turnaround time to resolve your problem by the Help Desk 4.22 92% 113 123

8

Student Survey Items Mean Satisfaction

% Count

Total # of

Opinions

Professionalism exhibited by the CITS Help Desk 4.47 98% 128 130

Ability of the CITS Help Desk to solve your problem 4.29 91% 115 126

Overall CITS Help Desk service 4.28 94% 119 127

Network Services

Reliability of the campus wired network 4.21 95% 140 147

Availability of the campus wired network 4.24 95% 139 147

Campus wired network connection speed to the Internet 4.27 97% 142 147

Ease of connecting to the campus wireless network 3.45 71% 142 200

Signal strength of the campus wireless network 3.73 82% 163 198

Availability of the campus wireless network 3.72 81% 160 198

Overall campus network services 4.04 96% 182 189


[email protected] system 4.43 98% 176 181

Enterprise Systems

Blackboard learning management system 4.11 93% 180 194

Collaborate web conferencing system

3.99 91% 63 69

SURFS (student academic and financial system) 3.80 86% 185 216


Software available at the Software Licensing Office

3.50 81% 50 62

Other CITS Services

Accellion secure file transfer system

4.03 97% 30 31

CITS website services 3.91 95% 52 55

UMID account/password management 4.00 95% 174 184

Sympa (mailing list system)

4.04 96% 44 46

UMB Mobile (mobile access to grades and class schedule) 3.81 84% 83 98

UMVibe (document sharing system) 3.70 90% 27 30

CITS Communications

Communications regarding CITS IT updates 4.02 99% 135 137

mailto:[email protected]

9

Conclusions

The survey findings indicate that UMB students, faculty, and staff have a high level of

satisfaction with services provided by CITS. The survey respondents across the UMB schools,

departments, and central units gave almost every CITS-provided service a score of “Excellent”

or “Very Good”.

While the survey findings are very positive, there is always room for improvement in every area

and for every service, even for those services that received high satisfaction ratings. The

comments and suggestions provided by the respondents will help us strengthen the highly rated

services even further.

While no service on either survey received a satisfaction mean rating below 3.45, the goal would

be to have every survey item achieve a 3.75 or better mean score. There were a few items that

didn’t quite meet that rating and they will receive our immediate attention. We will take a close

look at the wireless network, with special attention given to the ease of connecting and its

availability throughout campus. The Kuali Coeus grant proposal system will be reviewed to see

if there are ways of making it more intuitive and easier to use for faculty. The UMVibe

document sharing system will be evaluated to see if there are improvements that can be made, as

well as to determine if the soon to be implemented Microsoft Office 365 features of Sharepoint

and OneDrive can replace UMVibe as a document sharing system. We will also explore what

additional software programs can be made available to students and faculty via the Software

Licensing Office. All of the comments and suggestions made by the respondents regarding these

services will be very helpful to making the needed service improvements.

The Center for Information Technology Services organization extends our sincere gratitude to

the UMB community of respondents for taking the time to complete the survey and for their

candid and honest responses. Their judgments about the quality of our services are important

because they help us identify the areas in which we are succeeding, point to the services we need

to improve, and highlight the areas in which we need to offer new services. We aim to use these

findings to enhance the quality of the IT experience for faculty, staff and students at the

University of Maryland, Baltimore.

10

Appendix A

Survey Instrument

Faculty/Staff

Students

11

UMB CITS Faculty and Staff Satisfaction Survey

This survey of faculty and staff is being conducted to assess and improve the services that the

Center for Information Technology Services (CITS) offers the University community. Your

judgments about the quality of our services are important because they help us identify the areas

in which we are succeeding, point to the services we need to improve, and highlight the areas in

which we need to offer new services. Please be assured that your responses are confidential and

no individual's answers will be identified in a report. Your participation is voluntary. The survey

should take you between 5 and 10 minutes to complete. Thank you for taking the time to

complete the survey and for your candid responses.

Peter J. Murray, Chief Information Officer and Vice President

Customer Service

How satisfied are you that CITS takes a "customer-oriented" approach to helping you?

Not

Familiar

with

Service

Cannot

Evaluate

Very

Satisfied Satisfied Neutral Dissatisfied

Very

Dissatisfied

Customer Service

Campus IT Help Desk Support

Please rate your overall satisfaction with the following aspects of the Campus IT Help Desk

service:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Ability to get

through to a person

Timeliness of initial

response

Turnaround time to

resolve your

problem

Professionalism

Ability to solve

your problem

Overall Campus IT

Help Desk Service

12

CITS Training

How satisfied are you with the online help and training materials developed by CITS (Electronic

timesheets, Collaborate web conferencing, UMVibe, UMBAlerts, Kuali-Coeus)?

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Training Materials

What is your preferred method for receiving training?

Instructor-led

classroom

Online

videos

Online self-paced

instruction Webinars

Asking a peer or colleague

for help

Network Services

Please rate your overall satisfaction with these aspects of the Campus wired network:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Reliability of the

network

Availability of the

network

Connection speed

to the Internet

Please rate your overall satisfaction with these aspects of the Campus wireless network

(Eduroam):

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Ease of

connecting to

Eduroam

Signal strength of

the connection

Availability of the

Eduroam wireless

network

13

Is there a particular place on campus where you would like to see wireless access expanded or

enhanced?

0 characters entered. | 500 characters remaining.

How satisfied are you with Campus network services overall?

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Network Services

Remote Access

Please rate your overall satisfaction with the following:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Campus offered

Web VPN

Client

Voice Communications

Please rate your overall satisfaction with following aspects of UMB's telephone system:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Telephone

services

Telephone

customer

support

14


Do you use a umaryland.edu address as your primary email address?

Yes No

Please rate your overall satisfaction with these Campus email systems:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Campus

Exchange/Outlook

Exchange/Outlook

Web Mail

Enterprise Systems

Please rate your overall satisfaction with following information systems that CITS supports:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Accellion (Secure file

transfer)

ARCHIBUS (Space

information and

management)

Blackboard (Learning

mgmt. system)

Collaborate (Web

conferencing)

Community System

(Affiliate creation)

MyUMB (Enterprise

systems portal)

Employee Self-

Service (Timesheet

tasks, pay and

personal info.)

ePAF (Electronic

Personnel Action

Forms)

15

eTravel (Travel

requests, travel

expense

reimbursements)

eUMB Financials

eUMB HRMS

eUMB RAVEN

ImageNow (Scan &

store files)

Kuali Coeus (Grant

proposals)

MAXIMUS (Effort

reporting)

Remark (Test

scoring)

SIMS (Student info.

mgmt. system)

Sympa (Mailing list)

UMVibe (Document

sharing)

Computing Hardware

What percentage of your work day is spent on the following hardware? (Total percent should not

exceed 100.)

0% 1-20% 21-40% 41-60% 61-80% 81-100%

Desktop

Laptop

Portable Devices (Smartphone, iPad,

tablet)

Keeping the portable device you use most often in mind, what is the main feature or function that

you use for your work?


16

Which CITS-supported application(s) or service(s) is the most important for you to access via a

portable device(s)?



Please rate your overall satisfaction with the discounted software made available at the Campus

Software Licensing Office:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Discounted Software What additional computer software should the Software Licensing Office consider making

available?


Other CITS Offered Services

Please rate your overall satisfaction with the following CITS offered services:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Campus Directory

Lookup

CITS Website

Custom Web

Application

Development

Desktop Support

(Central admin.

only)

UMID Acct-

Password Mgt

17

CITS Communications

Please rate your overall satisfaction with communications regarding CITS IT updates (e.g., CITS

IT Alerts, Digital signboards, CITS website news, MyUMB portal, Email notifications, IT

articles in the Elm).

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

CITS Communications

Where do you learn about IT updates/obtain information regarding Campus IT systems? (Select

all that apply)

MyUMB

Portal

Email

notifications

Digital

signboards Elm

CITS

website

Word of

mouth

IT Support

person

Please rate your overall satisfaction with the CITS website:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Ease of finding

information

Success in finding

information

Helpfulness of the

content

Did you have difficulty finding anything? If so, should it be added to the CITS website Service

Catalog and/or A-Z Service Listing?


18

Summary

Please rate your overall satisfaction with CITS services:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Overall Satisfaction

What CITS service(s) is the most valuable to you for supporting your work?


What is the one thing CITS could provide that would make it easier for you to do your work?


Please offer any suggestion(s) for improving a CITS service(s) identified above.


19

Please specify which school or unit you are affiliated with:

School of Dentistry

Graduate School

School of Law

School of Medicine

School of Nursing

School of Pharmacy

School of Social Work

Central Administration (Academic Affairs, Administration and Finance, Center for

Information Technology Services, Communications & Public Affairs, HS/HSL, President`s

Office, Research and Development)

Other

If choosing Other, please indicate.


First Name:

Optional

Last Name:

Optional

Email:

Optional

20

UMB CITS Student Satisfaction Survey

This survey of students is being conducted to assess and improve the services that the Center for

Information Technology Services (CITS) offers the University community. Your judgments

about the quality of our services are important because they help us identify the areas in which

we are succeeding, point to the services we need to improve, and highlight the areas in which we

need to offer new services. Please be assured that your responses are confidential and no

individual's answers will be identified in a report. Your participation is voluntary. The survey

should take you approximately 5 minutes to complete. Thank you for taking the time to complete

the survey and for your candid responses.

Peter J. Murray, Chief Information Officer and Vice President

Customer Service

How satisfied are you that CITS takes a "customer-oriented" approach to helping you?

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Customer Service

Campus IT Help Desk Support

Please rate your overall satisfaction with the following aspects of the Campus IT Help Desk

service:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Ability to get

through to a person

Timeliness of initial

response

Turnaround time to

resolve your

problem

Professionalism

Ability to solve

your problem

Overall Campus IT

Help Desk Service

21

Network Services

Please rate your overall satisfaction with these aspects of the Campus wired network:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Reliability of the

network

Availability of the

network

Connection speed

to the Internet

Please rate your overall satisfaction with these aspects of the Campus wireless network

(Eduroam):

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Ease of

connecting to

Eduroam

Signal strength of

the connection

Availability of the

Eduroam wireless

network

Is there a particular place on campus where you would like to see wireless access expanded or

enhanced?


How satisfied are you with Campus network services overall?

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Network Services

22


Do you use an @umaryland.edu address as your primary email address?

Yes No

Please rate your overall satisfaction with Google@UMaryland:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Email Services

Enterprise Systems

Please rate your overall satisfaction with following information systems that CITS supports:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Blackboard

(Learning mgmt.

system)

Collaborate (Web

conferencing)

SURFS (Student

grades, billing, and

finance)

Computing Hardware

When you are interacting with UMB electronically, what percentage of that time are you using

the following hardware? (Total percent should not exceed 100.)

0% 1-20% 21-40% 41-60% 61-80% 81-100%

Desktop

Laptop

Portable Devices (Smartphone, iPad,

tablet)

23

Keeping the portable device you use most often in mind, what is the main feature or function that

you use for your studies?


Which CITS-supported application(s) or service(s) is(are) most important for you to access via a

portable device?



Please rate your overall satisfaction with the discounted software made available at the Campus

Software Licensing Office:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Discounted Software

What additional computer software should the Software Licensing Office consider making

available?


24

Other Services offered by CITS

Please rate your overall satisfaction with the following services offered by CITS:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Accellion (Secure file

transfer)

CITS Website

UMID

Account/Password

Mgmt.

SYMPA (Mailing list)

UMB Mobile (Mobile

access to grades and

class schedule)

UMVibe (Document

sharing)

CITS Communications

Please rate your overall satisfaction with communications regarding CITS IT updates (e.g., CITS

IT Alerts, Digital signboards, CITS website news, Email notifications, IT articles in the Elm).

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

CITS Communications

25

Summary

Please rate your overall satisfaction with CITS services:

Not

Familiar

with

Service

Cannot

Evaluate

Very


Very

Dissatisfied

Overall Satisfaction

What CITS service(s) is the most valuable to you for supporting your education?


What is the one thing CITS could provide that would make it easier for you to complete your

studies?


Please offer any suggestion(s) for improving a CITS service(s) identified above.


26

Please specify which school you are affiliated with:

School of Dentistry

Graduate School

School of Law

School of Medicine

School of Nursing

School of Pharmacy

School of Social Work

Other

If choosing Other, please indicate.


First Name:

Optional

Last Name:

Optional

Email:

Optional

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