ITS Communications and Services Study Research Results Available

The following research was compiled during the spring of 2013 from listening sessions with ten Florida State University (FSU) units and an online survey distributed to FSU faculty and staff.

Overall, fifty percent of faculty and staff are satisfied with Information Technology Services (ITS) at FSU. Faculty and staff consider ITS systems important to their work and agree that ITS is an important contributor to the success of FSU. However, faculty and staff do not feel that ITS is in tune with the needs of the colleges/departments it services.

ITS is most often described using the words “computers,” “technology,” “help” and “helpful.” Other common perceptions of ITS identify the department using the following words: support, bureaucracy, slow and confusing. The majority of faculty and staff are unaware of what units central ITS encompasses or what services it offers.

For just about any service or comment, there is an individual who thinks it is good and an individual who thinks it is bad. Overall, customer support is recognized as the biggest strength of ITS. Alternately, response time, communication and the ticketing system are considered weaknesses and areas of improvement for ITS.

The majority of departments do not feel informed about ITS updates and initiatives and recommend that ITS improves its communications by increasing the frequency, level of detail, informativeness, personal relevance, readability and timeliness of messages. ITS-connected departments seem to be more informed on ITS strategies and consider ITS communications effective, while units without regular contact with ITS consider communications to be one of the poorest aspects of ITS. Currently, the most common methods of receiving ITS information are email, meetings and inside contacts. Email is the preferred method of communication for notification of ITS developments.

The two most frequently used central ITS services are telephone and Wi-Fi. However, many ITS services are underutilized; most services average usage between once or less than once a year. Departments are more likely to obtain services from central ITS than an external provider, although several departments express a desire to use third-party services.

On average, faculty and staff are satisfied to nearly satisfied with ITS service providers. ITS service providers consistently perform best in the areas of staff courtesy, professionalism and knowledge. The ITS Service Desk is the most-contacted ITS service provider and the number one point-of-contact for technology-related needs and questions.

Faculty and staff are split on knowing where to go for ITS questions. In addition to the ITS Service Desk, the resources most commonly referenced by faculty and staff for technology-related needs and questions are tech staff within units and colleges, the ITS website and tech staff within ITS.

Overall, the most common suggestions for improvements to ITS are to improve customer service, develop communications and provide more training. The three most commonly suggested improvements to ITS products and services are to increase Wi-Fi, improve the ticketing system and enhance the ITS website. Individuals also encourage ITS to increase its accessibility and visibility on campus.

Statistical analysis concludes that there is not much difference between faculty and staff perceptions of ITS, nor is there much difference between IT professional and non-IT professional perceptions of ITS. Generally, if an individual indicates that they are satisfied with ITS in one aspect, they are likely to be satisfied with ITS overall. However, departments more closely involved with central ITS (i.e. project-based, ITAPP members) tend to have a more positive experience than those departments who have limited direct contact with ITS.

The results gathered from the ITS perception study will be used to design an integrated marketing communications plan for faculty and staff outreach for FSU Information Technology Services.

Questions?

If you have questions regarding this survey or would like to talk more in depth on any of the topics presented, please contact IT Marketing Communications Manager Megan Del Debbio at itsurvey@fsu.edu.