My Report Last Modified: 04/06/2010
1.
FSU NETWORK: FSU provides a network infrastructure that enables the FSU community to: Connect to the Internet, access software, hardware resources on and off-campus, maintain communication via audio, video, and data with the rest of the world. How Satisfied are you with the Campus Network?
#
Answer
1
Very Satisfied
2
Satisfied
3
Response
%
36
19%
118
62%
Neutral
26
14%
4
Dissatisfied
8
4%
5
Very Dissatisfied
2
1%
Total Statistic
Bar
190 Value
Mean
2.06
Variance
0.59
Standard Deviation
0.77
Total Responses
190
2.
If you are not satisfied with the campus network, please comment
Text Response Wifi hotspots are absent or nearly too weak to connect to, campus computers are still running old versions of IE, staff phone numbers on site are outdated or not working Network system is slow or freezes altogether Download of basic update such as Flash or quicktime is a hassle. You have to do a workorder for everything and sometimes you may be waiting a few days for a response. I am in research so I need access to the most update information and sometimes I can view it because my software is out dated or I have to wait to get someone to download it to my computer! too many problems with the server at key times.. Has improved over the last year. Too much downtime and incompatibility of software. Much better from the previous years, in the past we were off network a lot. Slow network connection in Barber Building system seems to operate slower after 5pm and on weekends. In some areas of the campus you do not get a stronge wireless signal I do yearbook on line and I been having a lot of errors in getting my work done. We need to be able to access emails in our vault I lose web connectivity, sometimes several times during the day. Too many changes without early notification, such as problems with mozilla and the j-initiator. Staff should have been notified and a remote patch should have been completed The banner system locks up too often and some ITTS personell "cannot find anything wrong" we have constant outages and power surges Statistic Total Responses
Value 16
3.
OFFICE COMPUTERS: FSU provides functional computers to all faculty and staff. The process is to replace faculty/staff computers every three or four years.
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree
Responses
Mean
My computer is functional and serves it purpose
30.73%
56.25%
7.29%
4.17%
1.56%
192
1.90
2
Every 3 or 4 year computer replacement policy is good
31.09%
46.11%
16.58%
6.22%
0.00%
193
1.98
3
My computer is less than 4 years old
29.41%
30.48%
18.18%
13.37%
8.56%
187
2.41
4
ITTS replaces all campus computers with in 4 years
10.58%
17.99%
52.38%
11.11%
7.94%
189
2.88
#
Question
1
My computer is functional and serves it purpose
Every 3 or 4 year computer replacement policy is good
My computer is less than 4 years old
ITTS replaces all campus computers with in 4 years
Mean
1.90
1.98
2.41
2.88
Variance
0.68
0.73
1.62
1.02
Standard Deviation
0.82
0.85
1.27
1.01
Total Responses
192
193
187
189
Statistic
4.
If you are not satisfied, please comment
Text Response I'm not sure how old my computer is. I've only been here for five weeks. I did not receive a replacement until my unit purchased one in December 2009. I DO NOT agree with removing the computers when people leave. You take too long to replace them for the new person! I have a laptop issued by FSU that I was told ITTS cannot reimage because it is too old. My desktop is older than that. I have to go to a student lab when I need a faster computer. ITTS just replaced my very old desktop, thank you! Both the PCs I use for work are at least 4 years old but both still work quite well We have several office computers which are 6-8 years old. ITTS won't replace them unless we buy the expensive computers that "They want" us to have and not by what fits our budget and requirements. very slow at times My computer was replaced 3 years ago with a unit that was built with used parts and was told it would be replaced the following year it was not ! My computer is very slow. It takes is a long time to boot up in the morning and update all systems. My computer works good but not for the work that I do. My Computer crashed last year. Emmily took a old computer and added additional memory to it so I could get back to work down loading photos to the S drive and serving other areas photo needs. I believe my computer might be a little older than 4 years old but, I'm unsure The computers in my office are very slow, they take forever to start, and have not been replaced for 6 plus years. It is only good when we follow it. I'm with AFROTC, so our officer computers are provided by the Air Force. The computer operating system needs to be upgraded from Windows XP which is two operating systems behind. I have had the same computer for more than 4 years and it runs slow. I hate to turn my computer off because it takes forever to come up. The computers in the praxis lab are very, very slow. They occasionally freeze or take a long, long time to load. The system is very slow most of the time. My computer is unnecessarily slow and I have to go through the steps of shutting it down at least 3 - 4 times at the end of each workday before it actually shuts down. I cannot fairly measure items with which I am not familiar. I just started working her this year. Id work stations were about 9 years old Technology is always changing and upgrading, I fell that maybe the turnover rate on the technology we use should be updated more frequently to allows us as a university to stay competetive with other areas Technology is changing so rapidly that a refresh needs to take place about every 2 years, 4 years is too long unless you are only using it for e-mail I have no idea how often ITTS replaces computers but I've had no problems when I need a new one. My computer is EXTREMELY SLOW. When I contacted the help desk, I was told it needed more RAM ? I don't know if this upgrade has even taken place. Slow processing information Statistic Total Responses
Value 29
5.
E!Mail FSU provides Outlook (campus) and Web!based (off...
#
Answer
1
Bar
Response
%
Very Satisfied
62
32%
2
Satisfied
104
53%
3
Neutral
23
12%
4
Dissatisfied
4
2%
5
Very Dissatisfied
2
1%
Total Statistic
195 Value
Mean
1.87
Variance
0.60
Standard Deviation
0.77
Total Responses
195
6.
If you are dissatisfied with the campus E-Mail system, please comment
Text Response I would like to be able to use such features of outlook as recurrence but when I have to go use computers in the student lab, outlook features are not available. Am not satisfied with any of the new Microsoft 7 products...they are junk...examples of taking good products and changing them into poor products. The Calendering is not working for us. We have faculty/staff coming over to say they were approved for a room and we have no implication of that. There appears to be something about the meeting alert in the calendar that operates slowly and slows down all other functions on the computer. I'm not sure about the procedures for increasing account storage space since I haven't really needed to do so. Does this statement refer to archiving e-mail or something else? delay in receiving emails is unacceptable when its only coming from across campus It is hard to get emails that are in the vault. I am dissatisfied with the search function of the email. It should let one search by date as well as sender or subject matter. need a 'delete all' option If I have several new FSU e-mail messages, and I click on one, the message underneath it will appear as if it has been read too. It will no longer appear in bold print like a new unread message would. Why hasn't the campus as a whole been notified on how to open files that are archived to the vault? Statistic Total Responses
Value 11
7.
FSU website is information rich and provides valuable information on FSU academic programs and administrative services. Additionally, ITTS provides training and assistance for FSU faculty & staff in maintaining their departmental websites. Please tell us your experience to the following:
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Responses
Mean
1
Website's new design is aesthetically pleasing and easy to use
19.37%
56.54%
20.42%
1.57%
2.09%
191
2.10
2
ITTS helps you with your unit's web pages
21.05%
34.21%
41.05%
2.11%
1.58%
190
2.29
3
FSU website is current and has upto-date information
16.15%
52.60%
22.40%
6.25%
2.60%
192
2.27
#
Question
Website's new design is aesthetically pleasing and easy to use
ITTS helps you with your unit's web pages
FSU website is current and has up-to-date information
Mean
2.10
2.29
2.27
Variance
0.64
0.77
0.80
Standard Deviation
0.80
0.88
0.90
Total Responses
191
190
192
Statistic
8.
If you are not satisfied with campus WEB services, please comment
Text Response the website is dull outside the main page. Individual departments are not putting effort into making their sites attractive and up to date I think many of the department websites are outdated, contain links that don't work and some of them are clearly negelected by the dept and don't contain updated information like they could. Getting better over the last year Much of the information on the website needs revision still. The site is too cluttered. The campus directory is of little help at time especially when you are trying to locate a person and the division and deparment are listed as the same. Various department personnel listing are not updated. Not enough ITTS staff with skills for timely admin support - delays due to vacation ot IT staff out of the office many students cannot find current information using the search button An example of the website not being up to date: Price List for Print Shop there are many misspelled words, calendar information is not current, but overall the website is a very good site Some staff/faculty department info. phone numbers are outdated. Some people no longer work here and are still in the system. Many units have outdated information on their web pages SIMPLFY-SIMPLFY-SIMPLFY-SIMPLFY-SIMPLFY-SIMPLFY-SIMPLFYSIMPLFY-SIMPLFY-SIMPLFY-SIMPLFY Some of ITTS staff act as if you should know all the information below the top level some of the websites are outdated Some information still appears on the site days after the event has passed. Photos should change more frequently. New design is better than old, but still behind the times. Fresh and contemporary website is crucial first impression. Statistic Total Responses
Value 18
9.
The Campus HelpDesk provides one!on!one assistance on hardware, software, network connections, off!campus access, e!classrooms, and general technology troubleshooting. Help is available in person, by email, by phone, or by Web. HelpDesk hours are 8 am ! 5 pm weekdays and posted hours on weekends.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Responses
Mean
1
IT technicians are always responsive and respond with in 4 hours
26.70%
40.84%
19.37%
12.57%
0.52%
191
2.19
2
When I call the helpdesk, I always get someone on the phone
20.31%
43.75%
20.83%
13.02%
2.08%
192
2.33
3
When the technicians arrive, they are competent in solving the problem
25.91%
43.01%
22.80%
7.25%
1.04%
193
2.15
#
Question
IT technicians are always responsive and respond with in 4 hours
When I call the helpdesk, I always get someone on the phone
When the technicians arrive, they are competent in solving the problem
Mean
2.19
2.33
2.15
Variance
0.98
1.02
0.85
Standard Deviation
0.99
1.01
0.92
Total Responses
191
192
193
Statistic
10.
If you have other comments about campus IT help-desk service, please state them below
Text Response It is very frustrating to call IT help-desk service and no one answers the phone and when they do it is with much attitude. Lamar is great!! I reported that SynchronEyes in HTC 216B was not functioning over a month ago. I got a message that the ticket was closed, yet the problem is not corrected. I have asked three times and not been given an explanation of when the problem will be fixed or any alternative for monitoring student computers in this lab. There is not an adequate system for faculty teaching at 8:00 a.m. and encounter technical difficulties. Ticket was sent to a mail box of a technician that was on vacation at the time. Technician sometimes do not solve the problem. Hp printer has a dual printing has not worked in almost a year. Printer needs to be replaced. Neutral because I haven't had an occassion whereas I need assistance I have left messages and had to call back and hope to get a person. We continue to here why the problem happens and why it cannot be solved. I did have one experience in which no one answered the phone when I called, but I was able to reach a techician the next day. ITTS staff not very familiar with products such as Core and Touchnet IT is becoming more complex. We need to build in-house expertize through more training or new people. Some individuals are helpful, others seem bothered by calls Except a few, others are not that helpful I was only answering honestly. My hours are earlier than most. As a result I do not expect assistance until their workday begins. I LOVE the value the techs give to answering my calls and questions!! Always PROMPT to respond or reslove issues! Depends on who gets the call, Depends on what Tech arrives Response occurrs only when you have the direct phone number of a person Phone line forwards to another line and typically that personal rarely answers the phone. They are doing an excellent job, always there when need. I've used tech support a few times and the service is always perfect! Depends on who it is! Statistic Total Responses
Value 22
11.
Managed Print Services In the interest of cost savings, FSU centralized printer/copier services. While the individual desktop printers were removed, centralized printers were deployed with the ratio of 1 printer to every 5 or 6 employees in every building.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Responses
Mean
1
I believe managed print services cut down the overall cost of printing
14.58%
17.71%
32.81%
18.75%
16.15%
192
3.04
2
I am satisfied with the new printing situation
11.58%
21.05%
28.42%
21.58%
17.37%
190
3.12
3
The new functionality I've gained (scanning, PDF,e-mail, Copy) compensates for the convenience of a desktop printer
15.26%
33.16%
26.32%
14.21%
11.05%
190
2.73
#
Question
I believe managed print services cut down the overall cost of printing
I am satisfied with the new printing situation
The new functionality I've gained (scanning, PDF,e-mail, Copy) compensates for the convenience of a desktop printer
Mean
3.04
3.12
2.73
Variance
1.60
1.58
1.46
Standard Deviation
1.27
1.26
1.21
Total Responses
192
190
190
Statistic
12.
If you have comments to improve on the managed print services, please state them below:
Text Response Just starting new position where many new marketing materials need to be created. Soon it will balance out, but right now I have to save things to a flash drive and print at home to keep from using so many copies here. It is really inconvenient when you have to leave your desk and walk across the hall. Also, if there is no one ahead of you printing a large document. I believe it costs the university, as well as various office. Go through the contract with HP and make some updates and changes that will cost the University less money. Help does not come within 24 hours as promised when there is a problem. Change providers or allow essential folks to have desktop printers. We have 2 copiers in our building. Only 1 works and its been like that since we made the change! Since having the new computer installed (Dec 2009), I have not been able to print to the color queue. This is a feature that use regularly. ITS techs have been diligent in trying to resolve, however, it was turned over to Pharos around Feb 17 and it is still not resolved. This is not the norm...aside from this situation, I have not had issues with ITS' service. A desktop printer is needed for those of us who use letterhead and print envelopes all the time! I do not believe this new system has saved money overall. The additional features are fine, but the additional cost is not worth the inconvenience or expense. in the alumni house only one of three main printers function The scanning, PDF and email are wonderful but don't replace the economy or the desktop or local printers The time I spend standing at the printer waiting for it to warm up or prepping it to print costs the state more that the savings of the network printing We never see statements of usage and cost. If you are a federally funded grant, they should be allowed to purchase their own printers. Sometimes the print cost reflects two pages when only 1 is printed; the other page is blank. I am very dissatisfied with the managed print services. The printers often malfunction. I do not know how much of my budget has been spent on printing. Time is wasted going to and from the printer. The scanning and email feature is okay but rarely utilized. 9 to 11 cents a copy is too expensive. When the printer is down it is down for long periods of time. When it is down you have to try to obtain access to another printer somewhere else on campus. Very dissatisfied. I do appreciate the scanning capacities, but I get frustrated when copiers are malfunctioning or when I have to wait a long time to find an available one in my building. N/A I feel that we should be a paperless univerisity and take full advantage of processing all work on our systems. The cvosts of printing seems even higher per unit. Faculty and staff cost per hour of wasted time is not overcome by the savings of the printers. This change was a horrible, time&energy&morale wasting decision. I am spending more time at the printer trying to print documents than I ever did before Time is spent trying to locate a printer that works. To much time walking from desk to the printer. Administrative personnel has more printing and copying than faculty. I LOVE this too!! I appreciate the fact that I can pick up print jobs from ANYWHERE! It helps me while it allows me to not inconvenience others if they have a large job at the printer! The time spent wasted standing at a centralized copier and the frustration of having difficulties with finding the printers on some desktops is not worth it. On the serface it appears to decrease cost; however what about the office that have high volume printing? Do not use this service More money is wasted because once you begin to print you can not cancel a print job, you have to reprint pages if you find an error. The default is front/back printing when not every document is accepted/needed this way. Time wasted walking back and forth to a print station when you need to print documents. Having to change all default setting to get a color document printed as opposed to printing the way document is created. No email confirmation, don't know if process occurred especially if you are scanning something as an attachment. Best features of HP Network Printers: Color functionality, scanning. Worst: slow, slow, slow - any money saved is wasted in time lost waiting for prints. For big batch jobs the central printer is OK, but not for day to day work. And not all features work. We have a centralized unit in our building that has been out of commission since last October. Mr. McKeithan says that he just needs to turn it over and remove some paper. This has happened and we are forced to use one machine for an entire building or go next door and use the one on the first floor in Smith Hall. We were denied a the ability to buy a new fax machine because the new printers could fax. But to my knowledge we can only send faxes, not receive. We should have the ability to do both. I like the current printing system but like most faculty I would like a printer in my office but I fully understand the cost savings involved. Not being able to cancel printing errors Statistic Total Responses
Value 33
13.
Network Drive: ITTS provides disk space for every employee on 'T' drive and departments on 'O' drive. This is to ensure institutional data are secure and that inadvertantly lost data can be recovered.
Strongly Agree
Agree
Neutral
disagree
Strongly Disagree
Responses
Mean
1
Disk space allocated for individuals are adequate
20.83%
54.69%
18.75%
3.13%
2.60%
192
2.12
2
I use my T and O drives to store my work related data.
34.21%
47.89%
12.63%
4.74%
0.53%
190
1.89
#
Question
Disk space allocated for individuals are adequate
I use my T and O drives to store my work related data.
Mean
2.12
1.89
Variance
0.74
0.70
Standard Deviation
0.86
0.84
Total Responses
192
190
Statistic
14.
If you have comments about Network drives, please give us your input.
Text Response O:drive for some areas need more space than others. Please be willing to adjust disk space. The O:Drive makes my job being mobile convenient! This is really only a problem when the network goes down. The shared drives are useful for information shared in the department. I have not had any problems with lack of space. Run out of space and selectively store to the T drive T-drive disk space is not adeqate for pdf files that are saved monthly on the Tdrive I occasionally save things to the T drive but, I still store the majority of my work on my destktop hard drive. Sometimes I save on the T and O drives, but I can't say I always remember to do so. I use flash drives for backup. Transfer the responsibility to the individual. Can't access off campus unable to pen O drive on my computer For a while I wasn't able to save certain documents to the T drive without deleting others, the amount of space provided seems to have improved though, so that's a good thing. This is WUNderful as well. My Director and I can continue to work on important documents and files when we are away from the office!! I rarely use either. 500 MB? Really? I use my T drive but I would like more space. Statistic Total Responses
Value 16
15.
TECHNOLOGY TRAININGITTS training services conducts variety of workshops as staff development activities. This includes MS Office, Email/Calendering, VISIO, New Employee IT Orientation, and BANNER applications.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Responses
Mean
All the training offered are useful to my job
18.42%
51.05%
25.26%
4.74%
0.53%
190
2.18
2
I am aware of all the training that are offered
13.76%
48.15%
21.16%
14.29%
2.65%
189
2.44
3
I have attended one or more IT training sessions in the past year
17.65%
55.08%
13.37%
10.70%
3.21%
187
2.27
#
Question
1
All the training offered are useful to my job
I am aware of all the training that are offered
I have attended one or more IT training sessions in the past year
Mean
2.18
2.44
2.27
Variance
0.65
0.97
0.96
Standard Deviation
0.80
0.99
0.98
Total Responses
190
189
187
Statistic
16.
If you have any other staff development suggestions, please state them
below.
Text Response Provide more detailed handouts and more in-depth training. Sessions seem to be rushed. I have called about traing for myself and my Staff and never get a call back. staff have attended I am not convinced we are doing as well as we can in this area. I wasn't aware that VISIO And BANNER training was avialible with ITTS I did attend a training session on blackboard, but I'm not sure if that counts. No Core or Touchnet training has been available from ITTS Training geared to the lower level user. More training needed for the power user. I am not fully aware of all the training, but of the initial session I did have, I am pleased becasue it helped enlighten me of how to navigate around the site and how to utilize the technical tools and applications the University has in place for the user! Training may be available, but we are not always able to attend due to our office schedules Put training ONLINE so we can pick it up on our own. The IT training sessions I attended were very good. Coordinate IT trainings with other employee trainings from HR. The initial training was very good. I picked neutral for the second one because I have never checked the site for additional training. Offer more options of class times Statistic Total Responses
Value 15
17.
BANNER is the overarching administrative system that maintains records of students, faculty, staff and financial information.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Responses
Mean
1
BANNER enables me to be effective and efficient in serving students
14.14%
32.46%
44.50%
7.33%
1.57%
191
2.50
2
I am very familiar with all the functionalities of BANNER regards to my job
11.58%
44.21%
27.37%
14.21%
2.63%
190
2.52
3
BANNER is a complex system and I get enough help when I need it.
11.58%
35.26%
41.05%
8.95%
3.16%
190
2.57
#
Question
BANNER enables me to be effective and efficient in serving students
I am very familiar with all the functionalities of BANNER regards to my job
BANNER is a complex system and I get enough help when I need it.
Mean
2.50
2.52
2.57
Variance
0.78
0.93
0.85
Standard Deviation
0.88
0.96
0.92
Total Responses
191
190
190
Statistic
18.
FSU TELEPHONE SERVICEFSU provides a telephone deskset and telephone services to all employees. How satisfied are you with the telephone and related services?
Strongly Agree
Agree
Neither Agree nor Disagree
1
Telephone equipment and features are excellent
21.24%
48.70%
25.39%
2.59%
2.07%
193
2.16
2
Telephone service is always uninterrupted
15.10%
36.46%
23.96%
22.92%
1.56%
192
2.59
3
When I call other units on campus, someone always answers their phone
5.76%
22.51%
23.04%
33.51%
15.18%
191
3.30
4
Campus online phone/email directory is very useful
27.08%
52.08%
10.42%
6.77%
3.65%
192
2.08
#
Question
Disagree
Strongly Disagree
Responses
Mean
Telephone equipment and features are excellent
Telephone service is always uninterrupted
When I call other units on campus, someone always answers their phone
Campus online phone/email directory is very useful
Mean
2.16
2.59
3.30
2.08
Variance
0.74
1.10
1.32
0.97
Standard Deviation
0.86
1.05
1.15
0.99
Total Responses
193
192
191
192
Statistic
19.
Overall Technology Experience at FSU
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Responses
Mean
1
ITTS provides satisfactory technology services in support of my job
21.24%
60.62%
13.99%
3.11%
1.04%
193
2.02
2
IT support staff are competent and courteous in delivering services
24.48%
55.21%
15.10%
4.17%
1.04%
192
2.02
3
FSU Technology for the most part works well
19.79%
63.54%
14.06%
2.08%
0.52%
192
2.00
4
FSU technology is upto-date
15.18%
50.79%
25.13%
7.85%
1.05%
191
2.29
5
IT Policies and procedures are readily available and I understand them
14.58%
51.56%
27.60%
5.73%
0.52%
192
2.26
#
Question
ITTS provides satisfactory technology services in support of my job
IT support staff are competent and courteous in delivering services
FSU Technology for the most part works well
FSU technology is up-todate
IT Policies and procedures are readily available and I understand them
Mean
2.02
2.02
2.00
2.29
2.26
Variance
0.57
0.66
0.47
0.73
0.63
Standard Deviation
0.76
0.81
0.69
0.86
0.80
Total Responses
193
192
192
191
192
Statistic