Opening Title Slide. Agenda Survey’s Purposes Who Was Asked, Who Responded Scales and Validity Survey Highlights Next Steps.

Slides:

Advertisements

Similar presentations

Data about the sector….. Practical considerations – data about the sector Validity / reliability – measurement Provenance – administrative / survey /

Advertisements

Provider Survey Overview Survey is annual CMS requirement DMA administered 2013 survey Link to electronic survey ed to Providers Survey initiated.

CMU has been said to be the “most wired campus in the US” for two years in a row. What kind of impact does such a infrastructure has on the daily academic.

Measuring the Perceived Value of your IT Service Marin Stanek Director of Communications & Support A brief overview of TechQual+ Project

InformationWeek 2014 Mobile Security Survey Research Findings © 2014 Property of UBM Tech; All Rights Reserved.

EiNetwork Help Desk Satisfaction Survey Analysis

Based on 7 responses Sakai Fall 2008 Sakai Faculty Survey.

SE 450 Software Processes & Product Metrics Survey Use & Design.

Origins SERVQUAL IS SERVQUAL LibQual+. Theoretical Model Define services from the end user point of view Understand that end user expectations are shifting.

Vrije Universiteit amsterdamPostacademische Cursus Informatie Technologie Education on the Web Virtual Universities Tele-learning Education is changing.

Remedy HelpDesk Remedy HelpDesk IACC Presentation.

Juniper Bridge Ltd | Suite 5, Crescent House | Yonge Close, Eastleigh | Hampshire SO50 9SX | |

Survey Coordinator Orientation For Technology Provider Surveys California State University IT Operations & Support Services.

IT Student Survey 2009 Your name here. Overview Over 1,400 responses were received. Students across all faculties, nationalities and years were represented.

CSU Customer Satisfaction Surveys Q&A. Survey Dates March 24 th through May 30 th Select a (2-week) period to run your survey(s) A reminder will.

LBC Online Survey Staff Training Session. Aim of the session To ensure library staff are: well informed about the Library Survey and their role in its.

Introduction to Microsoft Office Web Apps with Jim Mollé Learn iT! Computer Software Training.

Introduction IT Department at CEU Contribution to carry out CEU’s mission with appropriate: -Information technology tools and services -Hardware and software.

Registration Survey Prepared October 10, 2012 Analysis.

Student experience and expectations of technology Associate Professor Michael Sankey Director, Learning Environments and Media.

Networks Am I hooked up?. What is a network? A network is a group of 2 or more computers that are linked together either by wires or by a wireless means.

SunGard Higher Education Central Help Desk.

IT Priorities and Concerns Update December 19, 2006.

2007 Office of the CIO Technology Poll Results Information Technology Questions Office of the Chief Information Officer.

2006 Office of the CIO Technology Poll Results Information Technology Questions Office of the Chief Information Officer.

Networking Components Presented by Jaisson Mailloux LTEC 4550 Network Systems Administration.

Presentation_ID 1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Confidential Networking Academy Maintenance US/Canada Theater Pilot Overview Nov.

Chapter 1 Introduction to the Help Desk Introduction to Help Desk Concepts & Skills Mike Meyers’ Computer Skills.

Old.libqual.org What will ARL do for you? What will you do? January 2005 Shrivenham, UK.

Computer network is a collection of computing devices that are connected in various ways in order to communicate and share resources Usually, the connections.

How to use Remote Desktop and Remote Support. What is remote desktop? Remotely control your computer from another office, from home, or while traveling.

IT Staff Survey Overview Over 1,300 responses were received. Staff across all faculties and support services were represented. 50 % of respondents.

1.Exploiting images – Through the window – OR – Shops and food 2.Web enquiries or quests 22/01/2012British Council Nairobi Training1 Activities 2.

SU Counting what matters To measure what counts Karin de Jager University of Cape Town October 2004.

2004 The Ohio State University Poll Results Information Technology Questions Office of the Chief Information Officer.

Standards and Protocols Slide show for WiFi Characteristics of a wireless local network. It was named after a group of people who invented. The.

Becoming Mentors & Building Capacity in our Schools Year 3 of 3 & 2 of 3 February 2011.

State Librarian’s Quarterly Webcast Susan Hildreth August 3, 2005 Noon – 1pm.

Instructional Impacts Helps to develop and retain FTSE. Help reduce student travel by providing classes at the closest site to their home or work. Off-Site.

Seattle Community Colleges District IT Advisory Committee Information Technology Services Customer Service Survey Results Fall, 2009 Information Technology.

Unit 11 - Computer Networks Assignment A Investigation.

Powered by Earswick Village Residents Questionnaire Key Findings October 2015.

Customer Satisfaction Surveys at Your Fingertips.

Oct. 4, 1999CSG Survey Presentation Overview 13 Responses 1.What are your top three issues in building your teaching and learning infrastructure? 46 2.What.

Using technology to teach? We provide assistance and classroom support.

Strategic Agenda We want to be connected to the internet……… We may even want to host our own web site……… We must have a secure network! What are the.

Galesburg CUSD #205 Technology Survey Teachers November/December 2009 Online.

Survey Findings: Wireless in the Classroom Cara Lane Research Scientist Catalyst Research & Development.

 How to Reach Us  Service Support Levels  Support Definitions & Standards  Response Levels  Point of Contact  Our Escalation Processes  Expect a.

Ponemon Institute© Private & Confidential ReportPage 1 State of the Endpoint Survey Analysis of Global Results Briefing for Lumension October 30, 2009.

Patient Satisfaction Surveys. Who Is El Centro de Corazón? A Federally Qualified Health Center comprised of three sites located in the East End of Houston.

ACF Office of Community Services (OCS) Community Services Block Grant (CSBG) Survey of Grantees Satisfaction with OCS Survey of Eligible Entities Satisfaction.

Step Up to Quality Pilot Data Presentation of Step Up to Quality Pilot Data Cynthia K. Buettner, Ph.D. July 25, 2006.

Images were sourced from the following web sites: Slide 2:commons.wikimedia.org/wiki/File:BorromeanRing...commons.wikimedia.org/wiki/File:BorromeanRing...

Development Management Customer Satisfaction Survey 2015/16 Economy, Planning and Employability Services Reported Prepared May 2016.

Service Delivery Dashboard: FY17 Overview

How to Fix MSN error code 80072efd and Messages ?

Remote Collection What, When & Why.

Service Owner: Andrea Beesing 9 February 2016

How to Fix MSN error code 403 and Messages ?

Information Technology (IT) Department

Institution Affiliated

METRICS FROM A SUPPORT SERVICES PERSPECTIVE

The 2015 COACHE Survey YORK COLLEGE Faculty Satisfaction

Phase 4: Plan your infrastructure for scale

Help Desk Survey June 2008.

[INSERT TITLE OF PRESENTATION]

7.2 x 10-7 N attraction 2.1 x 10-7 N repulsion A on B / B on A

Presentation transcript:

Opening Title Slide

Agenda Survey’s Purposes Who Was Asked, Who Responded Scales and Validity Survey Highlights Next Steps

Survey’s Purposes Gauge Satisfaction Levels with Services Find Out What’s IMPORTANT to Clients Provide Data for Strategic Planning

444 Scales in the Survey

Validity 95% Confidence Level Target Confidence Level

Service Areas We Asked About Computer Network Services Remote Access Getting Help with Computers Computer Training Hardware Services Administrative Apps JeffCal Web Services

+ and Wired Network + QuestionMeanTot Sat Count Q23a. system uptime and availability %870 Q26a. TJU and Webmail overall %875 Q19a. Wired network speed and performance %764

+ Pulse and Banner + QuestionMeanTot Sat Count Q27d. Pulse4.6790%813 Q27b. Banner WEB for Students %337 Q27a. Banner4.4886%469 Q27c. Banner WEB for Faculty %307

Connectivity Whatever Wherever Whenever

Wireless Connectivity Is a Priority QuestionMeanTot Dis Count Q18b. Availability of the wireless access for visitors %230 Q18c. Availability of wireless coverage %336 89% of respondents indicated that additional wireless coverage was important. (n=640)

Remote Access Is Also a Priority QuestionMeanTot Dis Count Q22b. Ability to access TJU resources while traveling %490 Q22a. Ability to access while working from home %682 92% of respondents indicated that improved remote access was important. (n=702)

JeffCal QuestionMeanTot Dis Count Q30a. JeffCal overall3.2651%283 With the exception of “JeffCal system uptime and availability”, JeffCal received very low ratings across the board, with ratings ranging from 3.24 to 3.59, and dissatisfaction response counts ranging from 40% to 52%.

Web Services QuestionMeanTot Dis Count Q32a. TJU’s Web services: The process for creating a new site %271 TJU’s Web services also received low ratings across the board, with ratings ranging from 3.59 to 3.85, and dissatisfaction response counts ranging from 36% to 42%.

Help Services QuestionMeanTot Dis Count Q8c. Computer support services: The turnaround time for resolving your problems %751 Q14a. TJU help and support overall %855 Ratings were better than some, but n was high.

+ Help Services + QuestionMeanTot Sat Count Q8f. The technical ability of the support staff at Jeff-IT %742 Q8e. The technical ability of the support people providing support in the TAC %722

Helping People Help Themselves

88% of respondents said improved Web- based self-help information was important. 89% of respondents said it was important to have an authoritative source of information on how Jeff-IT is organized and how to access the services it provides.

Jeff-IT Overall QuestionMeanTot Sat Count Q39a. Jeff-IT Overall4.2578%863

So What Does This All Mean?