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ITSC

Staff Survey Report 2012/13

1. Introduction

To help ITS 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 Oct 2012.

The survey contains four core sections, 27 questions in total. Besides these core questions, open-ended comment boxes obtained 122 different written comments and opinions. Common suggestions included 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 consists of three major functional sections to provide 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 survey evaluates services provided by these sections.

 

3. Results of the 2012/13 Survey

Following is a summary of the 2012/13 ITSC staff survey.

The survey required users to rate from “Strongly Agree” to “Strongly Disagree”, rate from 5 marks to 1 mark respectively. Users may choose “Not use / Not applicable” if the question is un-related to them and it will not be counted in the calculation.

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.

 22 51 34 6  5 7 118 3.67

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

 19  51  28 3  0 24 101 3.85

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

 16  31  32 6  1 39 86 3.64

1.4 ITSC provides adequate IT equipment support for Research Computing.

 8 30 23 2  1 61 64 3.66

1.5 ITSC provides me with useful information security awareness briefings.

 14 46 33 7  3 22 103 3.59

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

 16 36 29 10  3 31 94 3.55
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  15 47 42 14  2 5  120 3.49
1.8 The Information Literacy (IL) courses can give me good opportunity to acquire practical IT skills  12 24 29 3 1 56 69 3.62

 

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

 3.67 3.85 3.64 3.66 3.59 3.55 3.49 3.62

Variance

 0.96  0.57 0.82 0.64 0.83 1 0.84 0.77

Standard Deviation

 0.98  0.75 0.91 0.80 0.91 1 0.92 0.88

Total Responses

 118 101 86 64 103 94 120 69
 

3.1 IT SUPPORT SERVICES survery result 1 3.1 IT SUPPORT SERVICES survey result 2

 

Question 1 Information Technology Support Services

1.1    91% of the 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    97% of the staff strongly agreed, agreed or partially agreed that multi-media/AV services can render timely support for teaching and learning.

1.3    92% of the staff strongly agreed, agreed or partially agreed that ITSC provides satisfactory support services for mobile devices.

1.4    95% of the staff strongly agreed, agreed or partially agreed that ITSC provides adequate IT equipment support for research computing.

1.5    90% of the staff strongly agreed, agreed or partially agreed that ITSC provides them with useful information security awareness briefings.

1.6    86% of the staff strongly agreed, agreed or partially agreed that the annual notebook computer ownership programme was useful to them.

1.7    87% of the staff strongly agreed, agreed or partially agreed that ITSC provided sufficient communication channels for them to provide comments, suggestions and feedbacks on IT needs.

1.8    94% of the staff strongly agreed, agreed or partially agreed that the Information Literacy (IL) and online training course gave them good opportunity to acquire practical IT skills.

On average, 92% of the staff satisfied on 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.

15 47 39 11 8 3 120 3.42

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

17 43 33 16 6 8 115 3.43

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

10 35 17 6 3 52 71 3.61

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

5 22 20 8 3 65 58 3.31

 

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

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

Mean

3.42 3.43 3.61 3.31

Variance

1.09 1.14 0.96 0.99

Standard Deviation

1.04 1.07 0.98 0.99

Total Responses

120 115 71 58

 

 

Question 2 IT Equipment & Facilities

3.2 IT EQUIPMENT & FACILITIES survey result 1

Question 2 IT Equipment & Facilities

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

2.2  81% of the staff strongly agreed, agreed or partially agreed that the Internet and WiFi network services on the main campus were stable and provided them with good response time.

2.3  87% of the staff strongly agreed, agreed or partially agreed that VPN services was useful to them.

2.4  81% of the staff strongly agreed, agreed or partially agreed that agree that the softphone was useful to them.

On Average, 84% of the staff satisfied were with the PC equipment (PCs, Printers). 83% (Question 2.2 to Question 2.4) of them satisfied with the network services. 120 of out of 123 respondents used the SoftPhone service (98%).

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.

 14  62 37  7 3  0 123  3.63

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

 13  55  37  7  7  4  119  3.50

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

 12  59  39  5  4  4  119  3.59

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

 5  24  25  13  28  28  95  2.63

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

 9  52  43  13  5  1  122  3.39

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).

 10 24  24 8  1 55  67 3.51
 

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

 3.63  3.5 3.59  2.63 3.39  3.51

Variance

 0.73  0.95  0.74  1.66  0.85  0.89

Standard Deviation

 0.85  0.97  0.86  1.29  0.92  0.94

Total Responses

 123 119  119 95  122 67

3.3.   INFORMATION SYSTEMS & APPLICATIONS survery result 1

Question 3 Information Systems and Applications (All Staff)

3.1    92% of the staff strongly agreed, agreed or partially agreed that they were satisfied with the webmail system and found that it is easy and reliable to be used.

3.2    88% of the staff strongly agreed, agreed or partially agreed that they were satisfied with the Banner Applications (eLeave, eCV, ePR, etc).

3.3    92% of the staff strongly agreed, agreed or partially agreed that myLingnan Portal provided them with adequate information and it was user friendly to them.

3.4    57% of the staff strongly agreed, agreed or partially agreed that the Room Booking System was helpful for them to reserve room.

3.5    85% of the staff strongly agreed, agreed or partially agreed that it was easy to search for University’s information via the Lingnan homepage.

3.6    87% of the webmasters or his/her delegates agreed, agreed or partially agreed that the web management tools/website management system were helpful in content management and web publicizing.

On average, 84% of the staff were 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, 40 out of 123 (35%).

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not Use / Not Applicable

Responses

Mean

3.8 The Learning Management System (Moodle) can enhance my teaching effectiveness

 4  23 13  4 0  6 44  3.61

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

 2  14  7  3  0  24  26  3.58

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

 2  14  14  0  2  18  32  3.44

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

 6  22  12  6  1  3  47  3.55

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

 6 16  14 7  2 5  45 3.38

 

 

Statistic

3.8 The Learning Management System (Moodle) 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 be used.

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

 3.61  3.58 3.44  3.55 3.38

Variance

 0.61  0.65  0.77  0.90  1.10

Standard Deviation

 0.78  0.81  0.88  0.95  1.05

Total Responses

 44 26 32 47  45
 

3.4 INFORMATION SYSTEMS & APPLICATIONS (FOR ACADEMIC STAFF ONLY) survery

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

3.8    91% of the staff strongly agreed, agreed or partially agreed that the Moodle/WebCT learning management system could enhance their teaching effectiveness.

3.9    88% of the staff strongly agreed, agreed or partially agreed that DegreeWorks was helpful to them in carrying out their academic advising activities for students.

3.10    94% of the staff strongly agreed, agreed or partially agreed that Turnitin was helpful and easy to be used.

3.11    85% of the staff strongly agreed, agreed or partially agreed that the PCs in teaching venues could always keep up and running to support their teaching.

3.12    80% of the staff strongly agreed, agreed or partially agreed that AV equipment in teaching venues could always keep up and running to support their teaching.

88% of the staff were satisfied with the information systems and applications (for academic staff only) 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

10 57 46 6 1 2 120 3.58

3.5 OVERALL RATING survery result

On Average, 94% of the staff were satisfied with the services provided by ITSC.