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ITSC

Staff Survey Report 2010/11

1. Introduction

To help us learn more about the IT needs at Lingnan University, staff were invited to complete a satisfaction survey on the services and facilities provided by the Information Technology Services Centre (ITSC) in 2010. 

The survey contains four core sections, 27 questions in total. Besides these core questions, 28 written comments and opinions were collected using open-ended comment boxes. There were suggestions on the enhancement of the network infrastructure, extended equipment loan services, etc.

2. Overview

The Information Technology Services Centre provides computing, networking, audio-visual, multi-media and information system services to support teaching, learning, communications and administration activities. Administrative systems are also developed and maintained to support finance, human resources, student and alumni functions. 

ITSC has three major functional sections providing services to users.

Enterprise Application Section (EAS)

Application Services Team

Web Services Team

Customer Support Section (CSS)

Multimedia & AV Services Team

Desktop Services Team

System Support Services Team

Infrastructure Services Section (ISS)

Network Services Team

Data & System Services Team

The current survey evaluates services provided by these Sections.

3. Results of the 2010/11 Survey

Following is a summary of the 2010/11 ITSC staff survey.

Users were asked to rate each service from “Strongly Agree” to “Strongly Disagree” which is converted to scores from 5 to 1. User may choose “Not use / Not applicable”, if the question is not directly related to them, which will not be counted in the calculation of the mean score.

3.1.   IT SUPPORT SERVICES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

1.1 ITSC Hotlines, Services Counters and/or onsite assistance can deliver promised services on a timely basis.

2

20

18

3

2

1

45

3.38

1.2 The multimedia/AV services can render timely support for teaching and learning.

3

18

6

1

2

16

30

3.63

1.3 ITSC provides satisfactory support services for mobile devices (e.g. PDA, smart phones, notebooks, etc).

0

14

10

2

4

16

30

3.13

1.4 ITSC provides adequate IT equipment support for Research Computing.

0

4

6

3

4

29

17

2.59

1.5 ITSC provides me with useful information security awareness briefings.

0

21

10

7

2

6

40

3.25

1.6 The annual Notebook Computer Ownership Programme (i.e. discount notebook sale at start of each academic year) is useful to me.

6

12

4

4

1

19

27

3.67

1.7 ITSC provides sufficient communication channels (e.g. hotline, emails, regular meetings, etc) for staff to provide comments, suggestions and feedbacks on IT needs.

2

15

16

6

4

3

43

3.12

1.8 The Information Literacy (IL) courses and the online LearnKey CBT courses can give me good opportunity to acquire practical IT skills.

0

9

3

2

1

31

15

3.33

 

Statistic

1.1 ITSC's Hotline and student support services deliver promised services on a timely basis.

1.2 The multimedia/AV services can render timely support for teaching and learning.

1.3 ITSC provides satisfactory support services for mobile devices (e.g. PDA, smart phones, notebooks, etc).

1.4 ITSC provides adequate IT equipment support for Research Computing.

1.5 ITSC provides me with useful information security awareness briefings.

1.6 The annual “Notebook Discount Sale” programme conducted at the beginning of each academic year is useful and beneficial to students.

1.7 ITSC provides sufficient communication channels (e.g. hotline, emails, regular meetings, etc) for staff to provide comments, suggestions and feedbacks on IT needs.

1.8 The Information Literacy (IL) courses and the online LearnKey CBT courses can give me good opportunity to acquire practical IT skills.

Mean

3.38

3.63

3.13

2.59

3.25

3.67

3.12

3.33

Variance

9.74

0.93

1.09

1.26

0.86

1.23

1.06

0.95

Standard Deviation

0.86

0.96

1.04

1.12

0.93

1.11

1.03

0.98

Total Responses

45

30

30

17

40

27

43

15

 

 

 

Question 1 Information Technology Support Services

1.1              89% of staff strongly agreed, agreed or partially agreed that the hotline and student services provided by ITSC can deliver promised services on a timely basis.

1.2              90% of staff strongly agreed, agreed or partially agreed that multi-media/AV services can render timely support for teaching and learning.

1.3              80% of staff strongly agreed, agreed or partially agreed that ITSC provides satisfactory support services for mobile devices.

1.4              59% of staff strongly agreed, agreed or partially agreed that ITSC provides adequate IT equipment support for research computing.

1.5              78% of staff strongly agreed, agreed or partially agreed that ITSC provides them with useful information security awareness briefings.

1.6              81% of staff strongly agreed, agreed or partially agreed that the annual notebook computer ownership programme is useful to them.

1.7              77% of staff of the staff strongly agreed, agreed or partially agreed that ITSC provides sufficient communication channels for them to provide comments, suggestions and feedbacks on IT needs.

1.8              80% of staff strongly agreed, agreed or partially agreed that the Information Literacy (IL) and online training course give them good opportunity to acquire practical IT skills.

Overall, 82% of staff satisfied with the IT Support Services.

3.2 IT EQUIPMENT & FACILITIES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

2.1 PCs, IP phones and printers in my office are adequate and can always keep up and running to support my daily work.

10

15

11

3

4

3

43

3.56

2.2 The Internet and WiFi network services on the main campus are stable and provide me with good response time.

4

20

8

3

3

8

38

3.50

2.3 The Softphone service (software-based phone application) is useful to me.

2

7

6

3

0

28

18

3.44

2.4 VPN (Virtual Private Network) service is useful to me.

4

10

4

3

0

25

21

3.71

 

Statistic

2.1 PCs, IP phones and printers in my office are adequate and can always keep up and running to support my daily work.

2.2 The Internet and WiFi network services on the main campus are stable and provide me with good response time.

2.3 The Softphone service (software-based phone application) is useful to me.

2.4 VPN (Virtual Private Network) service is useful to me.

Mean

3.56

3.5

3.44

3.71

Variance

1.44

1.12

0.85

0.91

Standard Deviation

1.2

1.06

0.92

0.96

Total Responses

43

38

18

21

 

Question 2 IT Equipment & Facilities

2.1                84% of staff strongly agreed, agreed or partially agreed that PCs, IP phones and printers in their office are adequate and can always keep up and running to support their daily work.

2.2                84% of staff strongly agreed, agreed or partially agreed that the Internet and WiFi network services on the main campus are stable and provide them with good response time.

2.3                83% of staff strongly agreed, agreed or partially agreed that the softphone is useful to them.

2.4                86% of staff strongly agreed, agreed or partially agreed that the VPN service is useful to them.

It is noted that only 18 of out of 46 respondents used the SoftPhone service (39%).

Overall, 84% of staff satisifed with the IT Equipment and Facilities.

3.3.   INFORMATION SYSTEMS & APPLICATIONS

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

3.1 I am satisfied with the email/webmail system and its response time.

3

28

8

4

1

2

44

3.64

3.2 I am satisfied with the Banner applications (eLeave, eCV, ePR, etc).

6

23

10

2

2

3

43

3.67

3.3 The myLingnan Portal provides me with adequate information and is user friendly to use.

1

26

13

2

1

3

43

3.56

3.4 The Room Booking System is helpful for me to reserve room.

3

18

10

2

3

10

36

3.44

3.5 I find it easy to search for University’s information via the Lingnan homepage.

0

22

12

7

2

3

43

3.26

3.6 The Web management tools/Website management systems are helpful in content management and web publicizing (*To be answered by webmasters or his/her delegates).

0

15

9

4

0

18

28

3.39

 

Statistic

3.1 I am satisfied with the email/webmail system and its response time.

3.2 I am satisfied with the Banner applications (eLeave, eCV, ePR, etc).

3.3 The myLingnan Portal provides me with adequate information and is user friendly to use.

3.4 The Room Booking System is helpful for me to reserve room.

3.5 I find it easy to search for University’s information via the Lingnan homepage.

3.6 The Web management tools/Website management systems are helpful in content management and web publicizing (*To be answered by webmasters or his/her delegates).

Mean

3.64

3.67

3.56

3.44

3.26

3.39

Variance

0.70

0.89

0.54

1.05

0.81

0.54

Standard Deviation

0.84

0.94

0.73

1.03

0.9

0.74

Total Responses

44

43

43

36

43

28

Question 3 Information Systems and Applications (All Staff)

3.1              89% of staff strongly agreed, agreed or partially agreed that they are satisfied with the webmail system and its response time.

3.2              91% of staff strongly agreed, agreed or partially agreed that they are satisfied with the Banner Applications (eLeave, eCV, ePR, etc).

3.3              93% of staff strongly agreed, agreed or partially agreed that myLingnan Portal provides them with adequate information and it was user friendly to them.

3.4              86% of staff strongly agreed, agreed or partially agreed that the Room Booking system is helpful for them to reserve room.

3.5              79% of staff strongly agreed, agreed or partially agreed that it is easy to search for University’s information via the Lingnan homepage.

3.6              86% of webmaster or his/her delegates strongly agreed, agreed or partially agreed that the web management tools/website management system are helpful in content management and web publicizing.

Overall, 75% of staff satisfied with the general information systems and applications provided by ITSC.

3.4 INFORMATION SYSTEMS & APPLICATIONS (FOR ACADEMIC STAFF ONLY)

No. of academic staff answered, 13 out of 46 (28%).

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

3.8 The WebCT learning management system can enhance my teaching effectiveness.

1

4

4

0

1

36

10

3.40

3.9 DegreeWorks is helpful to me in carrying out my academic advising activities for students.

0

6

2

1

0

37

9

3.56

3.10 Turnitin (anti-plagiarism software) is helpful and easy to use.

1

4

2

0

1

38

8

3.50

3.11 PCs in teaching venues can always keep up and running to support my teaching.

1

5

2

2

2

34

12

3.08

3.12. AV equipment in teaching venues can always keep up and running to support my teaching.

1

3

4

3

0

35

11

3.18

 

 

Statistic

3.8 The WebCT learning management system can enhance my teaching effectiveness.

3.9 DegreeWorks is helpful to me in carrying out my academic advising activities for students.

3.10 Turnitin (anti-plagiarism software) is helpful and easy to use.

3.11 PCs in teaching venues can always keep up and running to support my teaching.

3.12. AV equipment in teaching venues can always keep up and running to support my teaching.

Mean

3.40

3.56

3.5

3.08

3.18

Variance

1.16

0.53

1.43

1.72

0.96

Standard Deviation

1.07

0.73

1.20

1.31

0.98

Total Responses

10

9

8

12

11

 

 

Question 3 Information Systems and Applications (FOR ACADEMIC STAFF ONLY)

3.8              90% of academic staff strongly agreed, agreed or partially agreed that the Moodle/WebCT learning management system can enhance their teaching effectiveness.

3.9              89% of academic staff strongly agreed, agreed or partially agreed that DegreeWorks is helpful to them in carrying out their academic advising activities for students.

3.10          88% of academic staff strongly agreed, agreed or partially agreed that Turnitin is helpful and easy to use.

3.11          67% of academic staff strongly agreed, agreed or partially agreed that the PCs in teaching venues can always keep up and running to support their teaching.

3.12          73% of academic staff strongly agreed, agreed or partially agreed that AV equipment in teaching venues can always keep up and running to support their teaching.

Overall, 81% of academic staff satisfied with the Information Systems and Applications (for academic staff only) services provided by ITSC.

3.5 OVERALL RATING

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

4.1 Overall speaking, ITSC provides promised services that are valuable to me

1

22

18

2

1

2

44

3.45

Overall, 93% of the staff satisfied with the service provided by ITSC.