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ITSC

Staff Survey Report 2014/15

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 Nov 2014.

The survey contains four core sections, 31 questions in total. Besides these core questions, open-ended comment boxes obtained 37 different written comments and opinions. Common suggestion included introduction of new IT courses, enhancement of the network infrastructure and system software, 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 the following major functional sections to provide services to users.

Desktop Computing Services

Multimedia & AV Services

Enterprise Application & Projects Section (EAPS)

Application Services

Web Services

Infrastructure Services Section (ISS)

Network Services

Data & System Services

System Support Services

The survey evaluated services provided by these sections.

 

3. Results of the 2014/15 Survey

The following is the summary of the 2014/15 ITSC Staff Survey.

The survey required users to rate from “Strongly Agree” to “Strongly Disagree”, rate from 5 marks to 1 mark respectively. User 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 Neutral 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 7 18 3 4 0 3 32 3.88
1.2 The multimedia/AV services render timely support for teaching and learning 8 11 5 0 1 10 25 4.00
1.3 ITSC provides satisfactory support for mobile devices (e.g. smart phones, tablets, notebooks, etc.) 4 9 5 3 1 13 22 3.55
1.4 ITSC provides adequate IT equipment support for Research Computing 3 7 6 3 0 16 19 3.53
1.5 ITSC provides useful information security awareness briefings 4 10 13 3 0 5 30 3.50
1.6 The annual Notebook Ownership Program (i.e. discounted notebook sale at the beginning of each academic year) is useful. 6 11 6 5 0 7 28 3.64
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 4 17 10 3 0 1 34 3.65
1.8 The Information Literacy (IL) courses give me good opportunity to acquire practical IT skills 1 5 11 0 1 17 18 3.28
 
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 3.88 4.00 3.55 3.53 3.50 3.64 3.65 3.28
Variance 0.82 0.92 1.21 0.93 0.74 1.05 0.66 0.68
Standard Deviation 0.91 0.96 1.10 0.96 0.86 1.03 0.81 0.83
Total Responses 32 25 22 19 30 28 34 18
 
q1 1.png

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Question 1 Information Technology Support Services

1.1    78% of the staff agreed that the hotline, counter and/or onsite services provided by ITSC can deliver promised services on a timely basis, 9% of them remained neutral and 13% disagreed.
1.2    76% of the staff agreed that multimedia/AV services can render timely support for teaching and learning, 20% of them remained neutral and 4% disagreed.
1.3    59% of the staff agreed that ITSC provides satisfactory support services for mobile devices, 23% of them remained neutral and 18% disagreed.
1.4    53% of the staff agreed that ITSC provides adequate IT equipment support for research computing, 32% of them remained neutral and 15% disagreed.
1.5    47% of the staff agreed that ITSC provides them with useful information security awareness briefings, 43% of them remained neutral and 10% disagreed.
1.6    61% of the staff agreed that the annual notebook computer ownership programme was useful to them, 21% of them remained neutral and 18% disagreed.
1.7    62% of the staff of the staff agreed that ITSC provided sufficient communication channels for them to provide comments, suggestions and feedbacks on IT needs, 29% of them remained neutral and 9% disagreed.
1.8    33% of the staff agreed that the Information Literacy (IL) courses gave them good opportunity to acquire practical IT skills, 61% of them remained neutral and 6% disagreed.

On average, 60% of the staff were satisfied with the IT support services, 28% of them remained neutral and 12% disagreed.

3.2 IT EQUIPMENT & FACILITIES

Question Strongly Agree Agree Neutral 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 5 12 7 5 6 0 35 3.14
2.2 The Internet and WiFi network services on the main campus are stable and provide good response time 4 15 3 8 4 1 34 3.21
2.3 VPN (Virtual Private Network) service is useful to me 4 10 5 3 0 13 22 3.68
2.4 The Softphone/SIP Phone service (software-based telephone application) is useful to me 2 10 7 2 0 14 21 3.57
 
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 3.14 3.21 3.68 3.57
Variance 1.77 1.62 0.89 0.66
Standard Deviation 1.33 1.27 0.95 0.81
Total Responses 35 34 22 21


q2 1.png
Question 2 IT Equipment & Facilities

2.1    49% of the staff agreed that PCs and printers in their office were adequate and always run smoothly to support their daily work, 20% of them remained neutral and 31% disagreed.
2.2    56% of the staff agreed that the Internet and WiFi network services on the main campus were stable and provided them with good response time, 9% of them remained neutral and 35% disagreed.
2.3    64% of the staff agreed that VPN service was useful to them, 23% of them remained neutral and 14% disagreed.
2.4    57% of the staff agreed that agree that the softphone/SIP Phone service was useful to them, 33% of them remained neutral and 10% disagreed.

On Average, 55% of staff satisfied with the IT equipment and facilities, 20% of them remained neutral and 25% 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.

3 17 7 7 1 0 35 3.40

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

3 19 9 1 2 1 34 3.59

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

4 16 10 3 1 1 34 3.56

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

3 12 10 4 2 4 31 3.32

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

2 16 14 3 0 0 35 3.49

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).

1 7 8 2 0 17 18 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 University 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 3.40 3.59 3.56 3.32 3.49 3.39
Variance 1.01 0.86 0.86 1.09 0.55 0.60
Standard Deviation 1.01 0.92 0.93 1.05 0.74 0.78
Total Responses 35 34 34 31 35 18

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Question 3 Information Systems and Applications (All Staff).

3.1  57% of the staff agreed that they were satisfied with the email/webmail system and its response time, 20% of them remained neutral and 23% disagreed.
3.2  65% of the staff agreed that they were satisfied with the Banner applications (eLeave, eCV, ePR, etc.), 26% of them remained neutral and 9% disagreed.
3.3  59% of the staff agreed that University Portal provided adequate information and it was user-friendly, 29% of them remained neutral and 12% disagreed.
3.4  48% of the staff agreed that the Room Booking system was helpful for them to make reservations, 32% of them remained neutral and 19% disagreed.
3.5  51% of the staff agreed that it was easy to search University’s information via the Lingnan homepage, 40% of them remained neutral and 9% disagreed.
3.6  44% of the webmasters or his/her delegates agreed that the web management tools/website management system were helpful in content management and web publicising, 44 of them remained neutral and 11% disagreed.


On average, 55% of the staff were satisfied with the general information systems and applications provided by ITSC, 31% of them remained neutral and 14% disagreed.

3.4 INFORMATION SYSTEMS & APPLICATIONS (FOR ACADEMIC STAFF ONLY)

Question Strongly Agree Agree Neutral Disagree Strongly Disagree Not use / Not applicable Responses Mean
3.8 The Learning Management System (Moodle) enhances my teaching effectiveness 0 7 3 1 0 1 11 3.55
3.9 DegreeWorks is helpful in carrying out my academic advising activities for students 0 5 2 1 0 4 8 3.50
3.10 Turnitin (anti-plagiarism software) is helpful and easy to operate. 0 5 3 1 0 3 9 3.44
3.11 PCs in teaching venues always run smoothly to support my teaching 0 5 1 3 1 2 10 3.00
3.12. AV equipment in teaching venues always run smoothly to support my teaching 2 5 2 2 0 1 11 3.64

 

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 3.55 3.50 3.44 3.00 3.64
Variance 0.47 0.57 0.53 1.33 1.05
Standard Deviation 0.69 0.76 0.73 1.15 1.03
Total Responses 11 8 9 10 11

q3 2.png

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

3.8    64% of the staff agreed that the Learning management System (Moodle) enhanced their teaching effectiveness, 27% of them remained neutral and 9% disagreed.

3.9    63% of the staff agreed that DegreeWorks was helpful in carrying out their academic advising activities for students, 25% of them remained neutral and 13% disagreed.

3.10    56% of the staff agreed that Turnitin was helpful and easy to operate, 33% of them remained neutral and 11% disagreed.

3.11    50% of the staff agreed that the PCs in teaching venues could always keep up and running to support their teaching, 10% of them remained neutral and 40% disagreed.

3.12    64% of the staff agreed that AV equipment in teaching venues could always run smoothly to support their teaching, 18% of them remained neutral and 18% disagreed.

59% of the staff satisfied with the information systems and applications (for Academic staff only) provided by ITSC, 23% of them remained neutral and 18% 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

3 22 5 5 .0 0 35 3.66

 

q4.png

On average, 71% of the staff satisfied with the services provided by ITSC, 14% of them remained neutral and 14% disagreed.