Need Students for 20-Minute Online IT Survey

Student SurveyWhy a Survey?

IT Services invites all current SJSU undergraduate students to participate in a nationwide 2016 IT study survey called ECAR Students and IT Study.

The survey is design to gain an understanding of how our students use technology, student assessment of technical skills, the extent to which students use information technologies in their courses, and their perspectives about the impact of IT on their academic experience. The survey will also compare how our students’ needs are same or different than similar institutions nationwide.

Why Take the Survey?

Students will benefit by participating in this survey as the study will give us further insight to understand general and specific technology trends at SJSU as we move forward to continue implementing Next Gen Technology to better serve our students and campus communities.

Need More Details?

This study is conducted by EDUCAUSE, a nonprofit organization that researches institutions of higher educations information technology market. Their membership comprises of more than 2,200 colleges, universities and educational organizations. For more information, visit ECAR Study of Students and IT.

Ready to Take the Survey?

Please do not share the link with students from other institutions. SJSU is authorized to participate in the study by ECAR/EDUCAUSE. The link will be active until 2 pm on April 15:

Begin the Survey

 

IT Services Customer Satisfaction Results

Survey Results

IT Services thanks the 1,600 participants who responded to the IT Services Customer Satisfaction survey. Results of this survey were completed in September and have been analyzed. The responses received will help us improve the services that matter most to students, faculty, and staff.

Below are several key findings from the survey and also technology updates since March 2015.

Key Findings

  • Improvements have been made in the communication of campus information security.
  • Consolidation of help desks has helped alleviate some confusion about who to call for support.
  • Administrative application and campus wide access to Google Apps (Gmail, Google Drive, Google Calendar) has improved.
  • Biggest areas for improvement are: internet access, central server support, and classroom technology.
  • Future surveys should be shorter, allowing us to conduct more surveys.

Technology Updates Since March 2015

  • Migrated from an Aruba wireless system with 700 access points to a Cisco system with more than 2,100 access points across the campus.
  • The wireless network now delivers speeds of up to 300 MBps and employs secure authentication that protects user names, passwords and data with network encryption.
  • We are in the process of installing 35 outdoor wireless access points on the main campus and 60 new access points in the Student Union.
  • Nearly 200 access points are being installed in the 10-story Campus Village with additional wireless access points in other high utilization areas.
  • The Computing Services team has completed the purchase, installation and configuration of a new Virtual Server environment, providing capacity for an additional 400 servers on campus, with connection speeds over 100 times faster than servers located at our San Joaquin Delta College Data Center. The new Virtual Server platform supports the latest operating systems, including Windows Server 2012.
  • Successful 2nd Annual IT Expo.
  • Implementation of College Scheduler

Need Students for 20-Min Online IT Survey

Student SurveyAbout the Survey

IT Services invites all undergraduate students at San José State to participate in a nationwide IT study survey called the 2014 ECAR Student Technology Study.

Technology is a critical part of undergraduate students’ experiences in higher education. This study explores technology ownership, use patterns, and expectations as they relate to the student experience. The results of this study can be used to:

  • Improve IT services
  • Increase technology‐enabled productivity
  • Prioritize strategic contributions of information technology to higher education
  • Plan for technology shifts that impact students
  • Become more technologically competitive among peer institutions

Contact

If you have any questions about this research survey, please feel free to contact Educause at survey@educause.edu.

Take the Survey

Please do not share the link with students from other institutions. SJSU is authorized to participate in the study by ECAR/EDUCAUSE. When ready to begin, click the link below.

Begin the Survey

Need Faculty for 20-Min Online IT Survey

Faculty IT SurveyAbout the Survey

IT Services invites all San José State faculty to participate in a nationwide IT study survey called the 2014 ECAR Faculty Technology Study.

Technology is a critical part of the faculty role. This is true for teaching faculty, clinical faculty, and research faculty. This study explores technology ownership, use patterns, and expectations as they relate to the faculty role. The results of this study can be used to:

  • Improve IT services
  • Increase technology-enabled productivity
  • Prioritize strategic contributions of information technology to higher education
  • Plan for technology shifts that impact faculty
  • Become more technologically competitive among peer institutions

Contact

If you have any questions about this research survey, please feel free to contact Educause at survey@educause.edu.

Take the Survey

Please do not share this link with faculty from other institutions. SJSU is authorized to participate in the study by ECAR/EDUCAUSE. When ready to begin, click the link below.

Begin the Survey

ITS Customer Satisfaction Survey

Note: This article was originally published in a January 2013 newsletter and is being added to this blog for historical purposes.

Survey Results

In October 2012, Information Technology Services conducted a customer satisfaction survey to evaluate services including SJSU Email, Help Desk Support, Wireless Access, Telephone Equipment, MySJSU, Login Access, IT Training, and Technology Enhanced Classrooms.

ITS received over 850 responses from faculty, students, and staff who were asked to participate in this survey. This large response was very helpful in providing sound and factual data on the services you believe are working well and those that need to be improved.

ITS summarized the customer feedback by areas of satisfaction and areas for improvement.

Satisfaction

  • SJSU Email:  Customers are mostly satisfied with SJSU Email. It scored a high 4.8 and a 6-point scale with 89% of respondents indicating they were happy with this service. In fact, four of the top ten highest ratings in the survey were related to SJSU Email.
  • Quality of in-person and online IT Training:  Two aspects of in-person IT training scored well. Convenience of in-person IT training locations was among the top ten ratings, scoring a 4.8 with 91% satisfied. More importantly, quality of in-person training was rated 4.7 with 89% satisfied. People were less satisfied with the selection and scheduling of in-person IT training courses. These items both scored 4.5 with 88% and 82% satisfied, respectively. At the end of the survey, respondents were invited to identify, “one thing ITS could do that would make it easier for [them] to do [their] work,” and requests for additional IT training were the fifth most common comment.
  • Ability to access SJSU services while away from campus:  People were also mostly satisfied with the ability to access SJSU services while away from campus within the US. This item scored 4.9 and 92% of respondents indicated they were satisfied with it. However, a more specific element of remote access, using SJSU’s VPN service, scored only a 4.4 and only 82% of respondents were satisfied with this service.

Areas for Improvement

  • Ability to easily access appropriate help with computing at SJSU:  Perhaps the most prominent need highlighted by the survey is improved accessibility of appropriate help with computing at SJSU.
  • Availability, reliability, and speed of the SJSU wireless network:  The second most prominent need highlighted by the survey was for improved wireless networking. Like accessibility of appropriate help services, this service extends to the entire community, it received lower ratings and it is strongly correlated with IT services overall.
  • Authentication required to access and remain on SJSU’s wireless network:  A significant subset of respondents complained in the text comments about the authentication process required to access and remain on SJSU’s wireless network.
  • Telephone equipment and telephone equipment documentation:  Ratings for SJSU’s wired telephones were among the lowest rated in the survey. We might have anticipated that ratings for telephone charges and telephone documentation would be low, but the ratings for telephone equipment are more notable. The level of dissatisfaction with documentation, 41%, is also notable. There does not appear to be any correlation between satisfaction with telecommunications and satisfaction with IT services overall at this time.
  • Technology-enhanced classroom equipment and support:  Only faculty was asked about aspects of technology-enhanced classrooms. While they indicated high levels of dissatisfaction with this offering, they weren’t as dissatisfied as they were with wireless, clarity around getting help, and the other more universal hot buttons from the survey.

Conclusion

Since the survey was conducted in October we have made a number of improvements that address some of the concerns you have expressed. And thanks to your input, we have identified several key areas to improve upon in the year ahead.

We are committed to improving the customer’s experience by enhancing the services and responsiveness of ITS. Our goal is to continue to provide the best services commensurate with the excellence that SJSU represents.

Thank you very much for your participation. Your feedback is instrumental to our planning process.