Staff Survey Report 2015/16 - Staff - IT Satisfaction Surveys - ITSC Information - ITSC

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 May 2016.

The survey contains 4 core sections, 25 questions in total. Besides these core questions, open-ended comment boxes obtained 45 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 and Communication Services

System and Database Services

The survey evaluated services provided by these sections.

3. Results of the 2015/16 Survey

The following is the summary of the 2015/16 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	8	26	7	3	1	0	45	3.82
1.2 The multimedia/AV services render timely support for teaching and learning	11	16	2	0	0	16	29	4.31
1.3 ITSC provides satisfactory support for mobile devices (e.g. smart phones, tablets, notebooks, etc)	2	12	8	2	2	19	26	3.38
1.4 ITSC provides adequate IT equipment support for Research Computing	1	11	6	1	0	26	19	3.63
1.5 ITSC provides useful information security awareness briefings	2	21	13	3	0	6	39	3.56
1.6 The annual Notebook Ownership Program (i.e. discounted notebook sale at the beginning of each academic year) is useful.	5	19	7	2	0	12	33	3.82
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	25	9	2	3	4	41	3.51
1.8 The Information Literacy (IL) courses give me good opportunity to acquire practical IT skills	2	9	10	1	0	23	22	3.55

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	3.82	4.31	3.38	3.63	3.56	3.82	3.51	3.55
Variance	0.77	0.35	1.01	0.44	0.50	0.57	0.88	0.52
Standard Deviation	0.88	0.59	1.00	0.67	0.71	0.76	0.94	0.72
Total Responses	45	29	26	19	39	33	41	22

Question 1 Information Technology Support Services

1.1   76% of the staff agreed that the hotline, counter and/or onsite services provided by ITSC could deliver promised services on a timely basis, 16% of them remained neutral and 8% disagreed.
1.2   93% of the staff agreed that multimedia/AV services could render timely support for teaching and learning, 7% of them remained neutral and none of them disagreed.
1.3   54% of the staff agreed that ITSC provided satisfactory support services for mobile devices, 31% of them remained neutral and 15% disagreed.
1.4   63% of the staff agreed that ITSC provided adequate IT equipment support for research computing, 32% of them remained neutral and 5% disagreed.
1.5   59% of the staff agreed that ITSC provided them with useful information security awareness briefings, 33% of them remained neutral and 8% disagreed.
1.6   73% of the staff agreed that the annual notebook computer ownership programme was useful to them, 21% of them remained neutral and 6% disagreed.
1.7   66% of the staff agreed that ITSC provided sufficient communication channels for them to provide comments, suggestions and feedbacks on IT needs, 22% of them remained neutral and 12% disagreed.
1.8   50% of the staff agreed that the Information Literacy (IL) courses gave them good opportunity to acquire practical IT skills, 45% of them remained neutral and 5% disagreed.

On average, 67% of the staff were satisfied with the IT support services, 26% of them remained neutral and 7% 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	6	24	6	7	2	0	45	3.56
2.2 The wired network services on the main campus are stable and provide good response time	7	24	7	4	3	0	45	3.62
2.3 The wireless (WiFi) network services on the main campus are stable and provide good response time	4	21	9	6	3	2	43	3.40
2.4 VPN (Virtual Private Network) service is useful to me	5	13	7	0	1	19	26	3.81
2.5 The Softphone/SIP Phone service (software-based telephone application) is useful to me	3	9	8	0	0	25	20	3.75

Statistic	2.1 PCs and printers in my office are adequate and always run smoothly to support my daily work	2.2 The wired network services on the main campus are stable and provide good response time	2.3 The wireless (WiFi) network services on the main campus are stable and provide good response time	2.4 VPN (Virtual Private Network) service is useful to me	2.5 The Softphone/SIP Phone service (software-based telephone application) is useful to me
Mean	3.56	3.62	3.40	3.81	3.75
Variance	1.09	1.12	1.12	0.77	0.49
Standard Deviation	1.04	1.06	1.06	0.88	0.70
Total Responses	45	45	43	26	20

Question 2 IT Equipment & Facilities

2.1   67% of the staff agreed that PCs and printers in their office were adequate and always ran smoothly to support their daily work, 13% of them remained neutral and 20% disagreed.
2.2   69% of the staff agreed that the wired network services on the main campus were stable and provided them with good response time, 16% of them remained neutral and 15% disagreed.
2.3   58% of the staff agreed that the wireless (WiFi) network services on the main campus were stable and provided them with good response time, 21% of them remained neutral and 21% disagreed.
2.4   69% of the staff agreed that VPN service was useful to them, 27% of them remained neutral and 4% disagreed.
2.5   60% of the staff agreed that the softphone/SIP Phone service was useful to them, 40% of them remained neutral and none of them disagreed.

On average, 65% of the staff were satisfied with the IT equipment and facilities, 23% of them remained neutral and 12% 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	7	27	6	4	1	0	45	3.78
3.2 I am satisfied with the Banner applications (eLeave, eCV, ePR, etc)	5	26	10	2	1	1	44	3.73
3.3 myLingnan Portal provides adequate information and is user friendly	5	21	14	4	1	0	45	3.56
3.4 The Room Booking System is helpful for me to make reservation	3	18	8	4	5	7	38	3.26
3.5 It is easy to search University’s information via the Lingnan homepage	3	20	16	4	2	0	45	3.40
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	14	5	1	2	22	23	3.48

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	3.78	3.73	3.56	3.26	3.40	3.48
Variance	0.80	0.65	0.78	1.35	0.82	0.95
Standard Deviation	0.89	0.81	0.88	1.16	0.90	0.97
Total Responses	45	44	45	38	45	23

Question 3 Information Systems and Applications (All Staff).

3.1   76% of the staff agreed that they were satisfied with the email/webmail system and its response time, 13% of them remained neutral and 11% disagreed.
3.2   70% of the staff agreed that they were satisfied with the Banner applications (eLeave, eCV, ePR, etc.), 23% of them remained neutral and 7% disagreed.
3.3   58% of the staff agreed that myLingnan Portal provided adequate information and it was user-friendly, 31% of them remained neutral and 11% disagreed.
3.4   55% of the staff agreed that the Room Booking system was helpful for them to make reservations, 21% of them remained neutral and 24% disagreed.
3.5   51% of the staff agreed that it was easy to search University’s information via the Lingnan homepage, 36% of them remained neutral and 13% disagreed.
3.6   65% of the webmasters or his/her delegates agreed that the web management tools/website management system were helpful in content management and web publicizing, 22% of them remained neutral and 13% disagreed.

On average, 63% of the staff were satisfied with the general information systems and applications provided by ITSC, 24% of them remained neutral and 13% disagreed.

3.4 INFORMATION SYSTEMS & APPLICATIONS (FOR ACADEMIC STAFF ONLY)

Question	Strongly Agree	Agree	Neutral	Disagree	Not use / Not applicable	Responses	Mean
3.8 The Learning Management System (Moodle) enhances my teaching effectiveness	2	12	0	0	1	14	4.14
3.9 DegreeWorks is helpful in carrying out my academic advising activities for students	1	6	2	0	6	9	3.89
3.10 Turnitin (anti-plagiarism software) is helpful and easy to operate.	1	6	4	2	2	13	3.46
3.11 PCs in teaching venues always run smoothly to support my teaching	0	9	2	3	1	14	3.43
3.12. AV equipment in teaching venues always run smoothly to support my teaching	0	11	1	2	1	14	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	4.14	3.89	3.46	3.43	3.64
Variance	0.12	0.32	0.71	0.67	0.52
Standard Deviation	0.35	0.57	0.84	0.82	0.72
Total Responses	14	9	13	14	14

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

3.8   100% of the staff agreed that the Learning Management System (Moodle) enhanced their teaching effectiveness, none of them remained neutral or disagreed.
3.9   78% of the staff agreed that DegreeWorks was helpful in carrying out their academic advising activities for students, 22% of them remained neutral and none of them disagreed.
3.10   54% of the staff agreed that Turnitin was helpful and easy to operate, 31% of them remained neutral and 15% disagreed.
3.11   64% of the staff agreed that the PCs in teaching venues could always keep up and running to support their teaching, 15% of them remained neutral and 21% disagreed.
3.12   79% of the staff agreed that AV equipment in teaching venues could always run smoothly to support their teaching, 7% of them remained neutral and 14% disagreed.

75% of the staff were satisfied with the information systems and applications (for academic staff only) provided by ITSC, 15% of them remained neutral and 10% 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	5	31	5	2	2	0	45	3.78

On average, 80% of the staff satisfied with the services provided by ITSC, 11% of them remained neutral and 9% disagreed.