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ITSC

Staff Survey Report 2013/14

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 Oct 2013.

The survey contains four core sections, 27 questions in total. Besides these core questions, open-ended comment boxes obtained 92 different written comments and opinions. Common suggestion 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 2013/14 Survey

Following is a summary of the 2013/14 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, Service Counters and/or onsite assistance deliver promised services on a timely basis.

13 77 25 7 2 5 129 3.74

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

18 59 29 5 0 18 129 3.81

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

15 41 32 12 1 28 129 3.56

1.4 ITSC provides adequate IT equipment support for Research Computing.

7 34 28 5 4 51 129 3.45

1.5 ITSC provides useful information security awareness briefings.

8 59 33 11 1 17 129 3.55

1.6 The annual Notebook Ownership Program (i.e. discounted notebook sale at the beginning of each academic year) is useful.

24 51 25 10 2 17 129 3.76
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. 18 59 35 7 4 6 129 3.65
1.8 The Information Literacy (IL) courses give me good opportunity to acquire practical IT skills. 11 39 35 4 1 39 129 3.61

 

Statistic

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

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

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

1.4 ITSC provides adequate IT equipment support for Research Computing.

1.5 ITSC provides useful information security awareness briefings.

1.6 The annual Notebook Ownership Program (i.e. discounted notebook sale at the beginning of each academic year) is useful.

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 give me good opportunity to acquire practical IT skills.

Mean

3.74 3.81 3.56 3.45 3.55 3.76 3.65 3.61

Variance

0.62 0.57 0.85 0.87 0.65 0.91 0.84 0.64

Standard Deviation

0.78 0.76 0.92 0.93 0.80 0.95 0.91 0.80

Total Responses

129 129 129 129 129 129 129 129
 

Q1 1.png
 Q1 2.png

 

Question 1 Information Technology Support Services

1.1     73% of the staff agreed that the hotline, counter and/or onsite services provided by ITSC can deliver promised services on a timely basis, 20% of them remained neutral and 7% disagreed.

1.2     69% of the staff agreed that multimedia/AV services can render timely support for teaching and learning, 26% of them remained neutral and 5% disagreed.

1.3     55% of the staff agreed that ITSC provides satisfactory support services for mobile devices, 32% of them remained neutral and 13% disagreed.

1.4     53% of the staff agreed that ITSC provides adequate IT equipment support for research computing, 36% of them remained neutral and 11% disagreed.

1.5     60% of the staff agreed that ITSC provides them with useful information security awareness briefings, 29% of them remained neutral and 11% disagreed.

1.6     67% of the staff agreed that the annual notebook computer ownership programme was useful to them, 22% of them remained neutral and 11% disagreed.

1.7     63% of the staff of the staff agreed that ITSC provided sufficient communication channels for them to provide comments, suggestions and feedbacks on IT needs, 28% of them remained neutral and 9% disagreed.

1.8     56% of the staff agreed that the Information Literacy (IL) courses gave them good opportunity to acquire practical IT skills, 39% of them remained neutral and 5% disagreed.

On average, 62% satisfied on IT support services, 29% of them remained neutral and 9% disagreed.

3.2 IT EQUIPMENT & FACILITIES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not Use / Not Applicable

Responses

Mean

2.1 PCs and printers in my office are adequate and always run smoothly to support my daily work.

13 61 32 10 8 4 128 3.49

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

26 59 20 14 6 3 128 3.68

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

15 44 28 3 1 37 128 3.76

2.4 The Softphone/SIP Phone service (software-based telephone application) is useful to me.

9 40 32 9 1 37 128 3.52

 

Statistic

2.1 PCs and printers in my office are adequate and always run smoothly to support my daily work.

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

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

2.4 The Softphone/SIP Phone service (software-based telephone application) is useful to me.

Mean 3.49 3.68 3.76 3.52
Variance 1.02 1.15 0.65 0.72
Standard Deviation 1.01 1.07 0.81 0.85
Total Responses 91 91 125 124

 Q2.png

 

Question 2 IT Equipment & Facilities

2.1     60% of the staff agreed that PCs and printers in their office were adequate and always run smoothly to support their daily work, 26% of them remained neutral and 15% disagreed.

2.2     68% of the staff agreed that the Internet and WiFi network services on the main campus were stable and provided them with good response time, 16% of them remained neutral and 16% disagreed.

2.3     65% of the staff agreed that VPN service was useful to them, 31% of them remained neutral and 4% disagreed.

2.4     54% of the staff agreed that agree that the softphone/SIP Phone service was useful to them, 35% of them remained neutral and 11% disagreed.

On Average, 62% of staff satisfied with the IT equipment and facilities, 27% of them remained neutral and 11% disagreed.

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.

18 78 19 8 4 1 128 3.77

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

18 66 28 11 2 3 128 3.70

3.3 The myLingnan Portal provides adequate information and is user friendly.

14 74 28 9 2 1 128 3.70

3.4 The Room Booking System is helpful for me to make reservation.

12 48 31 11 8 18 128 3.41

3.5 It is easy to search University’s information via the Lingnan homepage.

10 67 38 11 1 1 128 3.58

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).

9 41 25 5 0 43 123 3.68
 

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 adequate information and is user friendly.

3.4 The Room Booking System is helpful for me to make reservation.

3.5 It is easy to search 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

3.77 3.70 3.70 3.41 3.58 3.68

Variance

0.78 0.78 0.67 1.11 0.63 0.58

Standard Deviation

0.88 0.88 0.82 1.05 0.79 0.76

Total Responses

128 128 128 128 128 123

Q3 1.png 

Question 3 Information Systems and Applications (All Staff).

3.1    76% of the staff agreed that they satisfied with the email/webmail system and its response time, 15% of them remained neutral and 9% disagreed.

3.2    67% of the staff agreed that they satisfied with the Banner applications (eLeave, eCV, ePR, etc.), 23% of them remained neutral and 10% disagreed.

3.3    69% of the staff agreed that myLingnan Portal provided adequate information and it was user friendly, 22% of them remained neutral and 9% disagreed.

3.4    55% of the staff agreed that the Room Booking system was helpful for them to make reservations, 28% of them remained neutral and 17% disagreed.

3.5    61% of the staff agreed that it was easy to search University’s information via the Lingnan homepage, 30% of them remained neutral and 9% disagreed.

3.6    63% of the webmaster or his/her delegates agreed that the web management tools/website management system were helpful in content management and web publicizing, 31% of them remained neutral and 6% disagreed.

On average, 65% of the staff satisfied with the general information systems and applications provided by ITSC, 25% of them remained neutral and 10% disagreed.

3.4 INFORMATION SYSTEMS & APPLICATIONS (FOR ACADEMIC STAFF ONLY)

No. of academic staff answered, 46 out of 128 (36%).

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not Use / Not Applicable

Responses

Mean

3.8 The Learning Management System (Moodle) enhances my teaching effectiveness

12 22 6 2 0 4 46 4.05

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

4 12 12 2 0 16 46 3.60

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

3 23 4 1 2 13 46 3.73

3.11 PCs in teaching venues always run smoothly to support my teaching.

4 20 10 9 1 2 46 3.39

3.12. AV equipment in teaching venues always run smoothly to support my teaching.

1 20 15 6 2 2 46 3.27

 

 

Statistic

3.8 The Learning Management System (Moodle) enhances my teaching effectiveness.

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

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

3.11 PCs in teaching venues always run smoothly to support my teaching

3.12. AV equipment in teaching venues always run smoothly to support my teaching.

Mean

4.05 3.60 3.73 3.39 3.27

Variance

0.63 0.66 0.83 0.99 0.81

Standard Deviation

0.79 0.81 0.91 0.99 0.90

Total Responses

46 46 46 46 46
 

 Q3 2.png

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

3.8    81% of the staff agreed that the Learning management System (Moodle) enhanced their teaching effectiveness, 14% of them remained neutral and 5% disagreed.

3.9    53% of the staff agreed that DegreeWorks was helpful in carrying out their academic advising activities for students, 40% of them remained neutral and 7% disagreed.

3.10    79% of the staff agreed that Turnitin was helpful and easy to operate, 12% of them remained neutral and 9% disagreed.

3.11    54% of the staff agreed that the PCs in teaching venues could always keep up and running to support their teaching, 23% of them remained neutral and 23% disagreed.

3.12    48% of the staff agreed that AV equipment in teaching venues could always run smoothly to support their teaching, 34% of them remained neutral and 18% disagreed.

63% of the staff satisfied with the information systems and applications (for Academic staff only) provided by ITSC, 25% of them remained neutral and 12% disagreed.

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

13 85 19 9 1 0 127 3.79

 Q4.png

On average, 77% of the staff satisfied with the services provided by ITSC, 15% of them remained neutral and 8% disagreed.