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2014 TechQual+ Survey Results

By Monica Lavin
Posted on 16 March 2015 | 9:36 am

OVERVIEW

College of Charleston faculty, staff, and students participated in the Fall 2014 IT TechQual+ Survey, which is designed to capture the user perspective on Information Technology (IT) services at the College. By conducting an annual TechQual+ survey, IT is able to assess the strength and performance of IT’s services using an approach that focuses on College end users.

TECHQUAL+ SURVEY

The core TechQual+ survey contains 13 items that assess the quality of services as related to the three core commitments. Each core commitment is measured through four or five separate items reflecting IT service outcomes.

For each IT service outcome, respondents specified (on a scale of 1 to 9) their expectations for minimum service level (the lowest level of performance acceptable), desired service level (the level of service they want), and the perceived performance (the current service level being provided). You can learn more about the TechQual+ Survey at https://www.techqual.org.

KEY FINDINGS

Invitations to participate in the survey were sent to every member of the College community. Overall, 779 members of the College completed the survey: 172 faculty, 268 staff, 314 students and 25 not declared.

IT thoroughly reviewed the data and created an infographic (see below) to visually display the key findings for the campus. You can also view the full report at 2014 TechQual+ Report (PDF).

2014 TechQual Infographic

DOWNLOADS

October IT Newsletter

By Monica Lavin
Posted on 2 October 2014 | 1:03 am

View the full newsletter at: October IT Newsletter

Topics for this month include:

  • Video Trailer for Tech Fair
  • October is Cyber Security Awareness Month
  • TechQual+ Survey
  • Upcoming Maintenance

Below is a quick preview. (Click the image to view full newsletter)

October newsletter preview

Information Technology Values Your Input.

By Monica Lavin
Posted on 1 October 2014 | 11:29 am

Complete the TechQual+ Survey!

As a member of the College of Charleston community, you are invited to participate in the TechQual+ Survey. Your anonymous feedback helps Information Technology improve our services and support for you. Your results will be used to inform decisions about how to wisely invest IT resources to support the technology needs of students, faculty and staff. Please take ten minutes to complete the survey now.

Complete the survey at https://survey.techqual.org. Please enter your Survey ID. You should have received an email from Helpdesk with your survey ID. The survey will close on Friday, October 31st at 5:00PM EST. If you need assistance, please contact the Helpdesk.

About the TechQual+ Survey

The TechQual+ survey is designed and administered by the TechQual+ service and research project, a third party organization dedicated to maintaining the integrity of this survey. Your individual survey responses will remain anonymous to the College of Charleston. Results will be collected and analyzed through the TechQual+ project. IT will share the results with the College community.

The survey tool asks questions in the following areas:

  • Connectivity and Access
  • Technology and Collaboration Services
  • Support and Training


Your Feedback Matters to IT.

No, really, your feedback does matter. Based on the report of the October, 2013 TechQual+ survey at the College, IT initiated or accelerated actions to respond with improvements to infrastructure, services, and support. We’ve published our progress on the IT Blog at https://blogs.cofc.edu/it/.  You can find more information regarding last year’s TechQual+ results on the IT website at http://it.cofc.edu/.

If you have questions about the survey, please contact Helpdesk at helpdesk@cofc.edu or 843-953-3375.

TechQual+ Survey Impact

By Monica Lavin
Posted on 9 September 2014 | 11:11 am

Your Feedback Matters to IT.

No, really, your feedback does matter. Each year, IT applies the results of your feedback from the TechQual+ survey to improve IT services and support. The Faculty Educational Technology Committee (FETC) and the Information Technology Strategic Advisory Committee (ITSAC) also uses the results to identify possible areas of focus for strategic planning. Oh, did we also mention that it increases transparency and accountability of IT to the College community?

The TechQual+ survey will be administered again this October. Please continue to provide your feedback by completing the survey so that we can be aware of IT issues that our campus community experiences. As a result, we will continue to work to correspondingly improve our services and support for you.

Major Improvements that Benefit You.

Based on the report of the October, 2013 TechQual+ survey at the College, IT initiated or accelerated actions to respond with improvements to infrastructure, services, and support. We’ve summarized our progress below.

  • Classroom Improvements with Technology.
    • IT re-imaged classroom computers; installing Microsoft Office 2013 Professional and solid state drives on Windows classroom computers for super-fast boot times (3x faster), lower noise levels, better reliability and lifespan and lower power consumption; and replacing old document cameras with new, user-friendly Lumens document cameras that enhance images’ quality, resolution and clarity.
    • The Classroom Technology Project resumes in September 2014. To date, IT has upgraded the technology in almost 50 classrooms since the project began in 2012. And, we plan to upgrade 28 more classrooms in fiscal year 2015. You can view the schedule and list of classrooms at http://it.cofc.edu/projects/classroom.php.
  • Reliable Wireless Service across Campus.
    • The wireless upgrade project is complete! Based on your feedback, and enabled by supplemental funding approved by the Board of Trustees, IT accelerated the wireless project! As a result, areas across campus (such as the academic buildings, Patriot’s Point, Randolph Hall and more) have been upgraded with the latest wireless technology. For a full list of all of the areas that have been upgraded, visit http://it.cofc.edu/projects/wireless.php.  We thought that you’d be excited! We are too!
    • Benefits include:
      • Reliable wireless access anywhere on campus
      • Sufficient bandwidth which will provide increased speed and connectivity
      • Ability to travel from one area to another without having to re-log into the CofC-Secure wireless
      • Network security to protect transmissions
      • Ability to simultaneously connect multiple wireless devices
  • IT Strategic Planning with the Campus Community Input.
    • IT Strategic Advisory Committee (ITSAC) continues to provide input and planning guidance to IT. The faculty, staff, and student representatives developed a 3-year strategic advisory plan for IT. Learn more at http://it.cofc.edu/strategic-plan/index.php.
  • User Training Opportunities.
    • Teaching, Learning and Technology now offers Webinar Wednesdays in addition to the small group training sessions offered each week. This provides faculty the opportunity to learn technologies from the TLT staff without having to leave the office!
    • IT is also launching monthly Google Hangout Live sessions! Each month, IT staff will highlight a technology tool for faculty and staff. Go ahead and give it a try. Sign up for the first Hangout scheduled on September 15th. Learn more at https://plus.google.com/events/chq10j6g1bosnfpddj8vj2lmf5o.
  • Increase of Funding for the Computer Replacement Cycle.
    • IT replaced over 650 computers in fiscal year 2014. This is a 66% increase of computers replaced for faculty and staff from the previous fiscal year. We’re definitely making progress!

TechQual+ Fall 2013 Survey Results

By Monica Lavin
Posted on 18 February 2014 | 1:42 pm

Thank you for your participation in the Fall 2013 TechQual+ Survey, which is designed to capture the user perspective on Information Technology (IT) services at the College. There was an encouraging 28% increase of submissions from last year. By conducting an annual TechQual+ survey, IT is able to assess the strength and performance of IT’s services using an approach that focuses on College end users.

IT thoroughly reviewed the responses and created a summary that highlights the broad themes reflected by the results and the planned IT actions to address them. The IT summary is available at http://it.cofc.edu/about/techqual/.

For the full TechQual+ 2013 report, please visit http://it.cofc.edu/about/techqual/cofc-techqual-2013.pdf. For a print version of the Interpretation of TechQual+ Results and IT Action Plans, please visit http://it.cofc.edu/about/techqual/techqual-results-and-it-action-plans.pdf.

TECHQUAL+ SURVEY

The core TechQual+ survey contains 13 items that assess the quality of services as related to the three core commitments. Each core commitment is measured through four or five separate items reflecting IT service outcomes.

For each IT service outcome, respondents specified (on a scale of 1 to 9) their expectations for minimum service level (the lowest level of performance acceptable), desired service level (the level of service they want), and the perceived performance (the current service level being provided). The range between end users’ minimum expectations and desired expectations constitutes what is known as the “zone of tolerance”. The range between end users’ minimum expectations and current perceived service level constitutes what is known as the “adequacy gap score”.

The 2013 TechQual+ survey also contained a College of Charleston specific additional survey question regarding preferred characteristics and options for online communications.

SUMMARY OF RESULTS

Invitations to participate in the survey were sent to every member of the College community. Overall, 1,548 members of the College completed the survey: 241 faculty, 327 staff, and 964 students.

TechQual+ advises the exclusion of outlier data and therefore outlier data is omitted in this report. TechQual+ defines outlier data as observations that are numerically distant from other cases and have the potential to result in misleading results. Also, only responses from completed and submitted surveys were included in the analysis.

Analysis of the effectiveness of technology service by role (students, staff, and faculty), yielded the following conclusions:

  • Significantly, the perceived service level provided by IT increased in 2013 as compared to 2012 for every one of the 13 survey questions. The amount of increase ranged from 4% – 12%. The desired service level indicated by all constituents remained about the same in 2013 as it was in 2012 while the minimum service level increased slightly (2% – 6%).
  • The results of the survey show that the current perceived service level that IT provides exceeds what users specified as their minimum service level for ten of the thirteen questions asked. The connectivity and access area is where users felt that perceived current service falls below minimum level expected. Though dissatisfied in these three areas, these are the same three areas that showed the largest improvement in the perceived service level from 2012 to 2013 (10% – 12% increase).
  • Even though the perceived service level in three areas is still below the constituents’ indicated minimum service level, this is an improvement from 2012 when the perceived service level was less than the minimum service level in six areas. Faculty felt the strongest about the perceived service level still being less than the minimum service level in most areas.
  • The minimum service level faculty and staff are willing to accept is much higher than the level accepted by students.
  • Students were the most dissatisfied with the perceived service level while staff was the most satisfied with the current perceived service level.
  • Faculty, staff, and students all have very similar desired service levels (rated 8.3 – 8.55).
  • The perceived service level being provided is less than the desired service level in all 13 areas.
  • The top three desires from the additional survey question regarding preferred characteristics for online communications at the College were searchable content, desktop and online whiteboard sharing, and real-time interactions.

WORDLE COMMENT ANALYSIS

In addition to rating each of the thirteen questions, constituents were given the opportunity to also submit comments. The wordle below is generated from the TechQual+ survey comments of the faculty, staff, and students. Wordle is a tool for generating “word clouds” from provided text. The clouds give greater prominence to words that appear more frequently in the received comments.

Wordle Analysis

BROAD THEMES FROM USER COMMENTS

IT analyzed the comments received on the survey and attempted to summarize the broad themes present. Below is a list in no particular order summarizing these comments.

  • Users want reliable network service (including wireless) especially in the classrooms. Users expressed that the network service is intermittent, slow, and hard to connect with devices. Users did notice improvements from last year but noted that more work is needed to meet the growing needs of the campus. The questions did not distinguish network services between the campus wired/wireless network, ResNet wired/wireless network (outsourced), and Internet service to/from campus therefore it was difficult to analyze results and comments.
  • There is a large need and desire for faculty, staff and students to be provided with basic technology training (through either self-help resources or group training sessions). Users often asked for more SMART board training.
  • The campus would like to see more classrooms with consistent, reliable and easy-to-use technology. Improvements were noted, however, users want faster boot up times and proactive classroom checks (software updates, etc.) for computers located at the teacher station.
  • The majority of comments cited difficulty navigating MyCharleston, the College website, and OAKS. Some examples include non-intuitive interfaces, poorly organized content, and too many clicks to access content. Several respondents reported lack of search functionality or inaccurate search results as areas for improvement for online services.
  • Overall, IT employees were cited as being courteous and thoughtful. Users expressed that more in-depth technical and customer service oriented training would be beneficial.

SUMMARY OF IT PLANNED ACTIONS

  • An IT Strategic Advisory Committee (ITSAC) has been formed to provide input and planning guidance to IT. The faculty, staff, and student representatives have been tasked with developing and annually updating a 3-year strategic advisory plan to IT.
  • IT will actively continue the major classroom upgrade, wireless rollout, and network replacement projects.
  • IT will enhance underlying technology for the College’s websites and improve the website search and usability functionalities.
  • IT will identify, upgrade and add additional apps to CofC Mobile.
  • A subcommittee of the Faculty Education Technology Committee (FETC) will explore the topic of online community at the College. Working with representation from the Staff Advisory Committee (SAC), Student Government Association (SGA), and the Graduate Student Association (GSA), the subcommittee will incorporate the TechQual+ feedback with assessed needs for online communication and apply that data to a matrix of currently available communication solutions. The outcomes should provide policy and services which meet the identified needs. Information Technology will then implement these recommendations.
  • Additional technology training will be provided for faculty and staff.

TECHQUAL+ SURVEY DRAWING WINNER

Lastly, congratulations to Varunkumar Patel! Varun was randomly selected as the winner of the TechQual+ survey drawing! He is a freshman at the College majoring in Astrophysics. He chose the Dell Latitude 10 tablet.

iPad Giveaway!

By Monica Lavin
Posted on 30 October 2013 | 8:48 am

Be entered in a drawing to win an iPad or Dell Latitude 10 (winner’s choice) by participating in the TechQual+ Project regarding the quality of the College of Charleston’s technology services by November 8th.

Your voice and feedback are very important.  Individual survey invitation reminders were emailed this week. The survey will be open through Friday, November 8.

By responding to the TechQual+ survey, you help IT target where improvements are needed. TechQual+ assists leadership in better understanding the technology needs of the College of Charleston community. Responses to the survey will help support project priorities. The survey will ask questions in the following areas:

  • Connectivity and Access
  • Technology and Collaboration Services
  • Support and Training

Your feedback does matter.

Based on the 2012 TechQual+ survey results, IT initiated or accelerated actions to improve infrastructure, services, and support. You can find more information regarding last year’s TechQual+ results at http://it.cofc.edu/about/techqual/index.php.

Your participation will allow the College of Charleston to measure its progress year after year and will allow comparisons to be made between Information Technology at the College and other higher education universities.

iPad ImageiPad Giveaway!

As an added incentive, individuals who complete this assessment in its entirety will be entered into a drawing. One winner will have their choice of a 16GB Apple iPad or a Dell Latitude 10.

Honest and thoughtful feedback is appreciated; the information submitted will remain anonymous and is protected by the Higher Education TechQual+ privacy policy. The survey is designed and administered by the TechQual+ service and research project.

If you have questions, please contact HelpDesk at HelpDesk@cofc.edu or 953-5560.

Your Feedback Counts!

By Monica Lavin
Posted on 11 October 2013 | 8:00 am

Complete the TechQual+ Survey
IT invites you to participate in an anonymous, web-based survey regarding Information Technology at the College of Charleston.  Completing the survey will require approximately 10 minutes.  This survey is designed and administered by the TechQual+ service and research project .  Results will be collected and analyzed through the TechQual+ project. TechQual+ assures the anonymity of your response and only one response per person can be submitted.  IT will receive a TechQual+ report summarizing the results of the survey.  In turn, IT will share the results with the College community.

Accessing the survey
All students, staff and faculty will receive an email from the IT Helpdesk. The email will include the survey link and a unique survey ID number. If you cannot locate this email or have trouble accessing the survey, please email Helpdesk@cofc.edu.

Survey deadline
The survey will close 5 p.m. Friday, November 8.

Your feedback does matter
Based on the 2012 TechQual+ survey results, IT initiated or accelerated actions to improve infrastructure, services, and support.  Please refer to the TechQual+ survey results and IT action items published to the campus community on the IT Blog discussing these projects and accomplishments. You can find more information regarding last year’s TechQual+ results at http://it.cofc.edu/about/techqual/index.php.

Drawing
Individuals who complete this assessment in its entirety will be entered into a drawing to win their choice of an Apple iPad or a Dell Latitude 10 Windows tablet. One winner will be randomly selected and notified before December 2, 2013.

COMPLETE THE SURVEY AND BE ENTERED TO WIN A 16GB IPAD OR DELL WINDOWS TABLET – YOUR CHOICE!

About TechQual+
Your survey response is collected by TechQual+, a 3rd party organization dedicated to maintaining the integrity of this survey. Your individual survey responses will remain anonymous to the College of Charleston. The information you submit will remain anonymous and is protected by the  Higher Education TechQual+ privacy policy .

By responding to the TechQual+ survey, you tell us where improvements are needed. TechQual+ assists leadership in better understanding the technology needs of the College of Charleston community. Responses to the survey will help support project priorities. The survey tool asks questions in the following areas:

  • Connectivity and Access
  • Technology and Collaboration Services
  • Support and Training

It will ask you to provide evaluations regarding minimum expectation levels, desired service levels, and perceived service levels for 13 core commitments.

The survey results will be thoroughly reviewed by Information Technology and will be used to inform decisions about how to wisely invest resources to support the technology needs of students, faculty and staff. Your feedback is critical in allowing the College of Charleston to measure its progress year after year.  Comparisons will also be made between Information Technology at the College and other universities.

Additional information about TechQual+ can be found at Higher Education TechQual+ Project.

If you have questions about the survey, please contact Helpdesk at helpdesk@cofc.edu or 953-3375.

The Higher Education TechQual+ Project provides higher education IT leaders and administrators with standard tools to assess, analyze, and report on the effectiveness of technology services at their institution. The TechQual+ core survey contains 13 items designed to measure performance across the following three core categories: 1) Connectivity and Access, 2) Technology and Collaboration Services, and 3) Support and Training. Also provided is opportunity to contribute suggestions.

Wordle Comment Analysis

The wordle below is generated from the TechQual+ survey suggestions of the faculty, staff, and students.  Wordle is a tool for generating “word clouds” from provided text. The clouds give greater prominence to words that appear more frequently in the source text.

The College of Charleston had 1,207 people complete the survey:162 faculty, 219 staff, and 818 students. Analysis of the effectiveness of technology service by distinct groups (faculty, staff, and students), yielded the following conclusions:

  • Students responded that their IT service expectations were above the minimum in 8 of the 13 core survey questions or areas that they rated.
  • Faculty responded that their IT service expectations were above the minimum in 2 of the 13 core survey questions.
  • Staff responded that their IT service expectations were above the minimum in 1 of the 13 core survey questions.

 

Important Themes from User Suggestions 

  • Users want better and more reliable network performance; the campus wireless network (Wi-Fi) is singled-out as not meeting performance expectations.
  • Basic technology training is requested.
  • The core MyCharleston portal content should be made available via a mobile app.
  • Additional technology in classrooms that is reliable and user-friendly is needed.
  • Responsiveness to submitted HelpDesk service tickets and timely communications back to the users about the updated status of their service tickets needs improvement.

 

Please visit http://it.cofc.edu/about/techqual/ for details regarding the TechQual+ 2012 findings.

For the full TechQual+ 2012 report, please visit http://it.cofc.edu/about/techqual/cofc-techqual-2012.pdf

For a print version of the Interpretation of TechQual+ Results, IT Action Plans, please visit http://it.cofc.edu/about/techqual/techqual-results-and-it-action-plans.pdf

 

Congratulations! 

It is our pleasure to announce that a freshman majoring in English was randomly selected as the winner of a 16GB Apple iPad after completing the TechQual+ survey. The winner has requested to remain anonymous and she has already received her prize.

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