2008 Business and Finance
External Customer Satisfaction Survey Responses
| Information Technology Services | Very Dissatisfied |
Dissatisfied | Neutral | Satisfied | Very Satisfied |
Don't Know | Total | 2008 Average Score | 2007 Average Score | 2005 Average Score |
|---|---|---|---|---|---|---|---|---|---|---|
| The provision, maintenance and upgrade of the campus' information technology infrastructure. | 1 | 3 | 6 | 24 | 11 | 1 | 46 | 3.91 | 3.91 | 3.90 |
| 2.2% | 6.5% | 13.0% | 52.2% | 23.9% | 2.2% | 100.0% | ||||
| The development of academic technologies that assist in the teaching and learning process. | 4 | 4 | 15 | 18 | 2 | 3 | 46 | 3.23 | 3.42 | 3.49 |
| 8.7% | 8.7% | 32.6% | 39.1% | 4.3% | 6.5% | 100.0% | ||||
| The effective management of IT resources. | 3 | 8 | 10 | 15 | 10 | 0 | 46 | 3.46 | 3.67 | 3.68 |
| 6.5% | 17.4% | 21.7% | 32.6% | 21.7% | 0.0% | 100.0% | ||||
| Development of appropriate IT policies and procedures. | 2 | 3 | 18 | 14 | 7 | 0 | 44 | 3.48 | 3.50 | 3.60 |
| 4.4% | 6.8% | 40.9% | 31.8% | 15.9% | 0.0% | 100.0% | ||||
| Assistance with developing information security practices, policies and procedures. | 2 | 7 | 9 | 19 | 6 | 2 | 45 | 3.47 | 3.42 | 3.54 |
| 4.4% | 15.6% | 20.0% | 42.2% | 13.3% | 4.4% | 100.0% | ||||
| The support and assistance for compliance with the accessibility technology initiative. | 5 | 14 | 9 | 16 | 0 | 2 | 46 | 2.82 | 3.31 | |
| 10.9% | 30.4% | 19.6% | 34.8% | 0.0% | 4.3% | 100.0% | ||||
| Total Responses | 45 | 39 | 78 | |||||||
Responses to the customer satisfaction survey were received from 46 individuals representing a broad range of campus positions including, presidents, provosts, chief information officers, library directors, directors of academic technology and various administrative managers. In three of the six areas surveyed, ITS received “satisfied” or “very satisfied” responses from a majority of the respondents. In the two areas, academic technology and IT policies and procedures the satisfied and very satisfied responses were 43% and 49%, respectively with high neutrals of 33 and 41%. In one area, support for the accessible technology initiatives, the scores were 41% satisfied and very dissatisfied versus only 34% satisfied.
One major ITS goal is to provide an overall administrative and academic infrastructure from networking through applications. The prerequisite initiative of the Integrated Technology Strategy was the provision of a baseline technology infrastructure for each campus. A second important baseline initiative was the Common Management Systems (CMS) initiative, which provides a robust administrative infrastructure for all campuses. The first cycle of both of these efforts have been completed and in refresh mode. ITS has increased its efforts in the academic technology initiatives. Among the goals for these initiatives are the development of an integrated E-learning framework; definition and selection of Learning Management Systems product(s), leveraging the buying power of the system for the acquisition of digital content and using technology to effect better student preparation for college level work in math and English. These initiatives have progressed over the past year , however anticipated funding from the state was not forthcoming so central efforts had to be scaled back. Regrouping and reorganizing to effect change with existing resources may well have impacted the satisfaction ratings.
ITS will support effective integration and alignment of processes, systems and people by championing continuous quality and productivity improvement, identifying and deploying best business practice standards, developing, communicating and promoting effective change-management practices, and driving quality in the delivery and support of business solutions.
ITS will continue to focus on the development and implementation of overall IT policies and procedures that support the CSU goals of academic and administrative excellence.
The Accessible Technology Initiative underwent leadership change during the survey period. The low satisfaction ratings reflect an understanding of the magnitude of the issues on the campuses and the desire for more central help than could be provided. ITS has engaged the campus constituencies in redefining a more appropriate timeline for success, and by providing better training opportunities for campus personnel.
The decreased number of don’t knows is a reflection of better communications and more active engagement of campus constituencies.