OIT Annual Satisfaction Survey Results for 2021
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1 OIT Annual Satisfaction Survey Results for 2021 OIT used questions developed for The Higher Education TechQual+ Project (https://www.techqual.org) to measure satisfaction. The TechQual+ survey instrument consists of 13 items that are designed to measure the performance of three core commitments: • Connectivity and Access (not included) • Technology and Collaboration Services • Support and Training Due to the majority of the year being remote, the Connectivity and Access questions were not included this year. In addition to the core items, 8 additional services that are specific to the campus were included on the survey. • Official University Email - Office365, Gmail • Online@UT (Canvas) • Student Information Systems and Online Class Registration (Banner, DARS, MyUTK, Gradesfirst) • Zoom • Customized help with developing course materials and lectures for online teaching • UT System Services - ANDI • UT System Services - Cayuse SP/424 • UT System Services - IRIS The survey asked the respondents to rate each item on three factors: minimum service level expectation, desired service level expectation and perceived service performance. One of the main goals of TechQual+ is to measure how well OIT is meeting the technology needs of campus by calculating an Adequacy Gap score which is the difference between minimum service level expectation and the perceived service performance. When the Adequacy Gap is positive, perceived (or actual) service performance exceeds minimum expectations. There were 1561 people who responded to the 2021 OIT Satisfaction Survey. The sample consisted of 36.3% students, 19.2% faculty, 44.3% staff and 0.1% who did not indicate their status. The results are presented for the campus overall, as well as each campus affiliation: students, faculty and staff. 2 Adequacy Gaps – Overall Technology and Collaboration - Overall 8.5 8 7.5 7 6.5 6 5.5 5 Online services that Online services that Online services that Systems that provide Classrooms/meeting are easy to use. enhance the teaching allow me to timely access to data spaces w/ and learning collaborate that informs technology that experience. effectively with decision-making. enhances others teaching/learning experience Actual Minimum Adequacy Technology and Collaboration - Overall Minimum Actual Gap N Online services that are easy to use. 6.43 7.40 .99 1544 Online services that enhance the teaching and 6.45 7.18 .70 1472 learning experience. Online services that allow me to collaborate 6.66 7.50 .83 1543 effectively with others Systems that provide timely access to data that 6.72 7.32 .58 1490 informs decision-making. Classrooms/meeting spaces w/ technology that 6.55 7.09 .48 1372 enhances teaching/learning experience 3 Support and Training - Overall 8.5 8 7.5 7 6.5 6 5.5 5 Timely resolution of Technology support staff Receiving communications Access to training (self- technology problems that I who have the knowledge regarding technology help information) that am experiencing to answer my questions. services that I can increases my effectiveness understand with technology. Actual Minimum Adequacy Support and Training Minimum Actual Gap N Timely resolution of technology problems that I 6.91 7.73 .81 1546 am experiencing Technology support staff who have the knowledge 7.11 7.92 .80 1542 to answer my questions. Receiving communications regarding technology 6.63 7.54 .91 1533 services that I can understand Access to training (self-help information) that 6.44 7.25 .79 1531 increases my effectiveness with technology. 4 Additional OIT Services - Overall 8.5 8 7.5 7 6.5 6 5.5 5 Official University Online@UT (Canvas) Student Information Zoom Customized help Email - Office365, Systems and Online with developing Gmail Class Registration course materials and (Banner, DARS, lectures for online MyUTK, Gradesfirst) teaching Actual Minimum Adequacy Additional OIT Services Minimum Actual Gap N Official University Email - Office365, Gmail 7.31 7.94 .62 1539 Online@UT (Canvas) 6.95 7.41 .45 902 Student Information Systems and Online Class 6.87 7.12 .25 918 Registration (Banner, DARS, MyUTK, Gradesfirst) Zoom 7.06 7.76 .71 1523 Customized help with developing course materials 6.76 7.86 1.10 137 and lectures for online teaching 5 Additional UT Systems Services - Overall 8.5 8 7.5 7 6.5 6 5.5 5 UT System Services - ANDI UT System Services - Cayuse SP/424 UT System Services - IRIS Actual Minimum Adequacy Additional UT Systems Services Minimum Actual Gap N UT System Services - ANDI 7.13 6.58 -.55 31 UT System Services - Cayuse SP/424 6.92 6.92 .00 757 UT System Services - IRIS 6.95 7.08 .14 140 6 Adequacy Gaps – Students Technology and Collaboration Services - Students 8.5 8 7.5 7 6.5 6 5.5 5 Online services that Online services that Online services that Systems that provide Classrooms/meeting are easy to use. enhance the teaching allow me to timely access to data spaces w/ and learning collaborate that informs technology that experience. effectively with decision-making. enhances others teaching/learning experience Actual Minimum Technology and Collaboration Services - Adequacy Students Minimum Actual Gap N Online services that are easy to use. 6.07 7.14 1.07 565 Online services that enhance the teaching and 6.27 6.92 .65 563 learning experience. Online services that allow me to collaborate 6.20 7.05 .84 563 effectively with others Systems that provide timely access to data that 6.53 7.18 .65 550 informs decision-making. Classrooms/meeting spaces w/ technology that 6.45 6.97 .51 550 enhances teaching/learning experience 7 Support and Training - Students 8.5 8 7.5 7 6.5 6 5.5 5 Timely resolution of Technology support staff Receiving communications Access to training (self- technology problems that I who have the knowledge regarding technology help information) that am experiencing to answer my questions. services that I can increases my effectiveness understand with technology. Actual Minimum Adequacy Support and Training - Students Minimum Actual Gap N Timely resolution of technology problems that I am 6.59 7.38 .79 561 experiencing Technology support staff who have the knowledge 6.78 7.65 .86 558 to answer my questions. Receiving communications regarding technology 6.33 7.31 .99 559 services that I can understand Access to training (self-help information) that 5.99 6.90 .91 556 increases my effectiveness with technology. 8 Additional OIT Services - Students 8.5 8 7.5 7 6.5 6 5.5 5 Official University Online@UT (Canvas) Student Information Zoom Customized help Email - Office365, Systems and Online with developing Gmail Class Registration course materials and (Banner, DARS, lectures for online MyUTK, Gradesfirst) teaching Actual Minimum Adequacy Additional OIT Services - Students Minimum Actual Gap N Official University Email - Office365, Gmail 7.04 7.91 .88 560 Online@UT (Canvas) 6.91 7.42 .50 534 Student Information Systems and Online Class 6.77 7.17 .39 531 Registration (Banner, DARS, MyUTK, Gradesfirst) Zoom 6.56 7.21 .65 559 Customized help with developing course materials 6.84 7.62 .78 58 and lectures for online teaching 9 Adequacy Gaps – Faculty Technology and Collaboration Services - Faculty 8.5 8 7.5 7 6.5 6 5.5 5 Online services that Online services that Online services that Systems that provide Classrooms/meeting are easy to use. enhance the teaching allow me to timely access to data spaces w/ and learning collaborate that informs technology that experience. effectively with decision-making. enhances others teaching/learning experience Actual Minimum Adequacy Technology and Collaboration Services - Faculty Minimum Actual Gap N Online services that are easy to use. 6.59 7.40 .81 292 Online services that enhance the teaching and 6.70 7.28 .58 287 learning experience. Online services that allow me to collaborate 6.69 7.43 .74 290 effectively with others Systems that provide timely access to data that 6.58 6.98 .41 264 informs decision-making. Classrooms/meeting spaces w/ technology that 6.87 6.95 .08 265 enhances teaching/learning experience 10 Support and Training - Faculty 8.5 8 7.5 7 6.5 6 5.5 5 Timely resolution of Technology support staff Receiving communications Access to training (self- technology problems that I who have the knowledge regarding technology help information) that am experiencing to answer my questions. services that I can increases my effectiveness understand with technology. Actual Minimum Adequacy Support and Training - Faculty Minimum Actual Gap N Timely resolution of technology problems that I am 7.17 7.82 .65 293 experiencing Technology support staff who have the knowledge to 7.34 7.93 .60 292 answer my questions. Receiving communications regarding technology 6.70 7.51 .81 289 services that I can understand Access to training (self-help information) that 6.44 7.15 .71 284 increases my effectiveness with technology. 11 Additional OIT Services - Faculty 8.5 8 7.5 7 6.5 6 5.5 5 Official University Online@UT (Canvas) Student Information Zoom Customized help Email - Office365, Systems and Online with developing Gmail Class Registration course materials and (Banner, DARS, lectures for online MyUTK, Gradesfirst) teaching Actual Minimum Adequacy Additional OIT Services - Faculty Minimum Actual Gap N Official University Email - Office365, Gmail 7.50 7.63 .13 287 Online@UT (Canvas) 7.12 7.25 .12 225 Student Information Systems and Online Class 6.85 6.73 -.12 208 Registration (Banner, DARS, MyUTK, Gradesfirst) Zoom 7.37 7.94 .57 289 Customized help with developing course materials 6.76 8.02 1.25 59 and lectures for online teaching 12 Additional UT Systems Services - Faculty 8.5 8 7.5 7 6.5 6 5.5 5 UT System Services - ANDI UT System Services - Cayuse SP/424 UT System Services - IRIS Actual Minimum Adequacy Additional UT Systems Services - Faculty Minimum Actual Gap N UT System Services - ANDI 6.00 5.25 -.75 4 UT System Services - Cayuse SP/424 6.65 6.61 -.04 82 UT System Services - IRIS 6.68 6.32 -.37 206 13 Adequacy Gaps – Staff Technology and Collaboration Services - Staff 8.5 8 7.5 7 6.5 6 5.5 5 Online services that Online services that Online services that Systems that provide Classrooms/meeting are easy to use.