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Document 1676984

Acknowledgements
The UC Berkeley Information Services & Technology Customer
Satisfaction Survey Team consisted of the following:
Shel Waggener, Sponsor, Chief Information Officer
Harold Pakulat, Associate Director, IST Service Desk
Tony Roybal, Project Coordinator
Brian McDonald, MOR Associates
Chris Paquette, MOR Associates
MOR Associates, an external consulting firm, acted as project
manager for this effort, analyzing the data and preparing this
report. MOR Associates specializes in continuous improvement, strategic thinking and leadership development. MOR
Associates has conducted a number of large-scale satisfaction
surveys for IT organizations in higher education, including
MIT, Stanford, the University of Washington, the University
of Chicago, and others.
MOR Associates, Inc.
/CKP5VTGGV5WKVG
Watertown, MA 02472
tel: 617.924.4501
fax: 617.924.8070
morassociates.com
Brian McDonald, President
[email protected]
Contents
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5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs)NTRODUCTION| 1
Introduction
This report provides a summary of the purposes, the methodology and the results of the customer satisfaction survey
sponsored by UC Berkeley Information Services & Technology in November 2008. The survey is one means through
which Information Services & Technology can give a voice to their customers. It is a systematic way to identify what is
working and what needs to be improved from the customers’ vantage point. As IST focuses more energy on becoming
a quality service provider, this survey can provide a baseline for documenting progress. This survey was preceded by a
similar survey in 2006 and thus includes data on changes in ratings since 2006.
This survey was undertaken for the following purposes, all of which helped guide the construct and design of the survey:
s4ODOCUMENTWHERECUSTOMERSARESATISFIEDALONGWITHWHERETHEYAREDISSATISFIED
and to identify what causes any disappointment in the customer experience.
s4OFINDOUTWHATIMPROVEMENTSAREIMPORTANTTOCUSTOMERS
s4OUSETHISDATATOPRIORITIZETHECONTINUOUSIMPROVEMENTINITIATIVESTHATWILL
make it easier for IST’s customers to do their work.
The survey results can help provide even greater focus to IST as the organization works on implementing the IT strategic plan and enhances the support for the campus.
The ultimate goal is to provide an excellent customer IT experience that supports the IT teaching, learning, research
and administrative needs of the UC Berkeley community. In the near term the goal is to improve the customers’
ability to use IT to get their work done. The survey findings on the following pages provide a sound basis for determining how Information Services & Technology can focus its efforts to enhance the quality of the customer experience at UC Berkeley.
Brian McDonald
President
MOR Associates
MOR Associates, Inc.
2 | )NTRODUCTIONs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs)NTRODUCTION| 3
Methodology
Survey Population
The survey solicited feedback from three customer communities: faculty, students, and administrators (staff).
Selection Criteria - Faculty and Research Academic
s4ENUREDANDTENURETRACKFACULTYAREINCLUDED
s0ARTTIMEFACULTYARENOTINCLUDED
Selection Criteria - Students
s)NCLUDESUNDERGRADUATESANDGRADUATES
Selection Criteria - Administrative
s)NFORMATION3ERVICESSTAFFAREEXCLUDED
s"ARGAININGUNITSAREINCLUDED
UC Berkeley Sample Size Estimates
The following table presents a summary of the population and sample size estimates that resulted from applying the
above criteria and served as the guide to sampling strategy.
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Undergraduate
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s4HE4ARGET3AMPLE3IZEWASDERIVEDASSUMINGA#ONFIDENCE)NTERVALOFANDAMINIMUM#ONFIDENCE,EVELOF
s4HESAMPLEWASDESIGNEDTOACHIEVEDESIREDRATIOSOFFACULTYSTUDENTSANDSTAFF4HISWOULDRESULTINRELATIVEOVER
weighing of the faculty, but under weighting of students and staff.
Demographic Data
Some demographic data for faculty and staff including department and campus was also captured.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3URVEY2ESULTS/VERVIEW| 5
Survey Results Overview
MOR Associates, Inc.
6 | 3URVEY2ESULTS/VERVIEWs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Executive Summary
Overview
This survey was in many respects a repeat of the customer survey that was conducted in 2006. As such, it presented
the opportunity to compare ratings and discern changes over time. There were two notable areas of change: emailrelated ratings saw significant improvements, and ratings related to CalAgenda declined significantly.
Improved Email Is Still a High Customer Priority, But ITS Has Made Significant Progress
In 2006, respondents were very frustrated with the amount of spam and the time wasted deleting spam, and many of
them wrote text comments pleading for UC Berkeley and IST to minimize the wave of spam washing over the community. Respondents also felt the email disk quota was too limited and the mailing list function could be improved.
Since that time, ITS has made progress and both spam screening and email disk storage quotas saw statistically significant ratings improvements. Mailing list management and email overall also received statistically significant ratings
improvements. Email was the only service area to enjoy statistically significant ratings improvements.
2008
Question
Q14a. Spam blocking
Q14b. Mailing list management (e.g., Listserv)
Q15a. Email overall
Q14c. Disk space quota
Mean
4.21
4.42
4.40
3.76
2006
Count Mean Count Chng
624
2.67
754
1.54
491
3.89
577
0.53
655
3.98
765
0.42
538
3.47
690
0.29
While ratings for aspects of email have improved, email is the top improvement opportunity highlighted by the
survey and ITS should continue to build on the efforts it has made.
Question
Q14c. Disk space quota for storing email
Q14d. Email support services
Q14a. Spam blocking
Q15a. Email overall
Mean
3.76
4.16
4.21
4.40
Tot Neg*
40%
22%
23%
17%
Count
538
440
624
655
4HEEMAILDISKSPACEQUOTAWASMOREOFACONCERNFORFACULTYWITHOFTHEMEXPRESSINGDISSATISFACTIONANDSOME
OFGRADUATESTUDENTSWEREDISSATISFIEDWITHTHEEMAILDISKSPACEQUOTA)NTHECASEOFUNDERGRADUATESANDSTAFF
THOSEFIGURESWEREDISSATISFIEDANDDISSATISFIEDRESPECTIVELY"ASEDONOUREXPERIENCESWITHOTHERSCHOOLSIN
recent months, we might speculate that undergraduates are using GMail in large numbers and thus are less affected by
email storage limits.
,IKELYREFLECTINGITSIMPROVEDRATINGSTHEIMPORTANCETHECOMMUNITYPLACEDONIMPROVEDSPAMBLOCKINGDECREASED
SIGNIFICANTLYSINCE(OWEVERWHILEOFRESPONDENTSINDICATEDTHISWASIMPORTANTITWASSTILLIMPORTANT
TOOFRESPONDENTS
2008
Question
Q14a. Improved spam blocking
Mean
4.52
2006
Count Mean Count Chng
636
5.27
559
-0.75
*Negative percentages include responses of “Somewhat Dissatisfied,” Dissatisfied” and “Very Dissatisfied.”
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3URVEY2ESULTS/VERVIEW| 7
Wireless Networking Is Another Top Improvement Opportunity
The feedback from the community indicates IST customers are by and large satisfied with the wired network and
somewhat dissatisfied with the coverage of the wireless network.
Question
Q9a. Wired network performance
Mean
4.71
Tot Pos*
Count
89%
585
As was true in 2006, wireless networking is a significant cause of dissatisfaction for the community.
Question
Q10b. Coverage of the wireless network
Q10c. Guest access to the wireless network
Q10a. Reliability of the wireless network
Mean
3.83
3.59
4.17
Tot Neg
35%
47%
25%
Count
559
336
572
In Question 14 of the survey, which asked repondents to rate the importance of possible new or improved services,
“Wireless access everywhere on campus” garnered the highest importance ratings, supplanting spam blocking from 2006.
Question
Q1b. Wireless access everywhere on campus
Mean
Tot Imp
Count
5.38
92%
655
Remote Access
Respondents identified “Improved remote access” as their second top choice for possible improvements.
Question
Q1d. Improved remote access
Mean
Tot Imp
Count
4.75
80%
600
Many Aspects of CalAgenda Received Lower Ratings,
Especially Synching CalAgenda with Mobile Devices
3YNCHING#AL!GENDAWITHMOBILEDEVICESRECEIVEDTHELOWESTRATINGSOFTHESURVEYWITHOFFACULTYEXPRESSINGDISSATISFACTIONANDOFSTAFFEXPRESSINGDISSATISFACTION
Question
Q35b. Synching CalAgenda with mobile devices
Q36a. CalAgenda overall
Q35d. CalAgenda website
Q35a. Usability of the CalAgenda program
Q35c. Scheduling meetings with people across campus with CalAgenda
Mean
2.19
3.74
3.74
3.96
4.07
Tot Neg
77%
36%
35%
31%
28%
Count
75
181
125
179
156
Highlights from the Text Comments
Respondents were given a number of opportunities to share feedback on issues that were important to them and that
may or may not have been covered in the survey. For faculty, the most prominent issue was a desire for improved
backup services. Other themes for all cohorts were: confusion about IST’s scope and role, a desire for improved email
and spam screening, and a desire for improved wireless.
*Total Positive percentages include “Somewhat Satisfied,” “Satisfied” and “Very Satisfied.”
MOR Associates, Inc.
8 | 3URVEY2ESULTS/VERVIEWs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Satisfaction Ratings from the General Survey Sorted by Mean
Question
Mean
Count
Q29a. Ease of activating your ID for use across campus
4.92
620
Q31b. IST keeps the IT systems up and running
4.78
484
Q9a. Wired network performance
4.71
585
Q32b. Bear Facts
4.64
234
Q29b. Ease of changing your passphrase
4.61
395
Q32a. E-Grades
4.55
112
Q12a. Remote access within the U.S.
4.54
603
Q33b. Performance of the student registration service once you’ve gained access
4.54
214
Q25a. Security software provided by IST
4.48
292
Q11a. Network services overall
4.42
637
Q14b. Mailing list management (e.g., Listserv)
4.42
491
Q15a. Email overall
4.40
655
Q30a. Berkeley IT services overall
4.35
604
Q32c. Course enrollment/waitlist
4.30
220
Q32d. Degree Audit Report (DARSweb)
4.29
111
Q12b. Remote access outside the U.S.
4.27
324
Q32e. Tele-BEARS
4.24
226
Q21b. Ease of finding desired software
4.24
279
Q14a. Spam blocking
4.21
624
Q18a. Telephone services overall
4.21
408
Q33a. Availability of the student registration service
4.21
214
Q16a. Availability of telephone features
4.18
360
Q10a. Reliability of the wireless network
4.17
572
Q14d. Email support services
4.16
440
Q21c. Timeliness of updates
4.15
204
Q7a. IST communications during major service interruptions
4.11
332
Q31a. IST takes a “customer-oriented” approach to helping you
4.10
362
Q35c. Scheduling meetings with people across campus with CalAgenda
4.07
156
Q25b. Effectiveness of documentation and instructions in preventing attacks
4.03
243
Q16c. Telephone problem resolution
3.98
215
Q21a. Available selection of software
3.96
282
Q35a. Usability of the CalAgenda program
3.96
179
Q21d. Helpfulness of Berkeley-specific software documentation
3.93
197
Q10b. Coverage of the wireless network
3.83
559
Q25c. Effectiveness of documentation and instructions in recovering from attacks
3.79
171
Q14c. Disk space quota for storing email
3.76
538
Q35d. CalAgenda website
3.74
125
Q36a. CalAgenda overall
3.74
181
Q10c. Guest access to the wireless network
3.59
336
Q16b. Telephone cost
3.15
258
Q35b. Synching CalAgenda with mobile devices
2.19
75
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3URVEY2ESULTS/VERVIEW| 9
Changes in Satisfaction Ratings
From November 2006 to November 2008
The table below shows the changes in ratings since 2006 for those questions that were asked in both 2006 and 2008.
Improvements that were statistically significant are highlighted in green. Declines that were statistically significant and
are highlighted in yellow.
2008
2006
Question
Mean Count Mean Count Chng
Q14a. Spam blocking
4.21
624
2.67
754
1.54
Q14b. Mailing list management (e.g., Listserv)
4.42
491
3.89
577
0.53
Q15a. Email overall
4.40
655
3.98
765
0.42
Q14c. Disk space quota
3.76
538
3.47
690
0.29
Q12b. Remote access outside the U.S.
4.27
324
4.15
324
0.11
Q31b. IST keeps the IT systems up and running
4.78
484
4.68
565
0.10
Q18a. Telephone services overall
4.21
408
4.13
516
0.08
Q16a. Availability of telephone features
4.18
360
4.11
488
0.07
Q30a. Berkeley IT services overall
4.35
604
4.29
681
0.06
Q31a. IST takes a “customer-oriented” approach to helping you
4.10
362
4.07
454
0.03
Q33a. Availability of the student registration service
4.21
214
4.18
214
0.03
Q16c. Telephone problem resolution
3.98
215
3.96
336
0.02
Q32a. E-Grades
4.55
112
4.54
99
0.02
Q33b. Performance of the student registration service once you’ve gained access 4.54
214
4.53
211
0.02
Q12a. Remote access within the U.S.
4.54
603
4.54
705
0.00
Q32d. Degree Audit Report (DARSweb)
4.29
111
4.29
103
0.00
Q29a. Ease of activating your CalNetID for use across campus
4.92
620
4.93 744
-0.01
Q21b. Ease of finding desired software
4.24
279
4.25
258
-0.01
Q32b. Bear Facts
4.64
234
4.67
228
-0.03
Q10c. Guest access to the wireless network
3.59
336
3.63
305
-0.04
Q32c. Course enrollment/waitlist
4.30
220
4.35
214
-0.05
Q10a. Reliability of the network
4.17
572
4.23
575
-0.05
Q10b. Coverage of the network
3.83
559
3.90
591
-0.07
Q9a. Wired network performance
4.71
585
4.78
718
-0.07
Q11a. Network services overall
4.42
637
4.49
762
-0.07
Q29b. Ease of changing your CalNet ID passphrase
4.61
395
4.68 466
-0.07
Q21a. Available selection of software
3.96
282
4.08
259
-0.12
Q25a. Security software provided by IST
4.48
292
4.61
198
-0.12
Q32e. Tele-BEARS
4.24
226
4.37
218
-0.13
Q25c. Effectiveness of documentation and instructions in recovering from attacks
3.79
171
4.00
99
-0.21
Q25b. Effectiveness of documentation and instructions in preventing attacks 4.03
243
4.25
137
-0.22
Q21d. Helpfulness of Berkeley-specific software documentation
3.93
197
4.17
185
-0.24
Q21c. Timeliness of updates
4.15
204
4.42
187
-0.27
Q35a. Usability of the CalAgenda program
3.96
179
4.37
211
-0.41
Q35c. Scheduling meetings with people across campus with CalAgenda
4.07
156
4.55
188
-0.48
Q35d. CalAgenda website
3.74
125
4.26
139
-0.51
Q36a. CalAgenda overall
3.74
181
4.34
210
-0.60
Q35b. Synching CalAgenda with mobile devices
2.19
75
3.44
70
-1.26
MOR Associates, Inc.
10 | 3URVEY2ESULTS/VERVIEWs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Top Seven Areas of Satisfaction by Cohort
Sorted from Highest to Lowest by Mean
(CEWNV[
Question
Mean
T Pos*
Count
Q29a. Ease of activating your ID for use across campus
4.85
90%
284
Q31b. Keeps the IT systems up and running
4.78
94%
233
Q9a. Wired network performance
4.64
85%
286
Q29b. Ease of changing your passphrase
4.56
85%
185
Q25a. Security software provided by IST
4.45
84%
164
Q12a. Accessing UC Berkeley online services away from campus within the U.S.
4.39
81%
284
Q11a. Network services overall
4.32
86%
290
Mean
T Pos*
Count
Q29a. Ease of activating your ID for use across campus
4.83
89%
120
Q31b. Keeps the IT systems up and running
4.70
94%
94
Q9a. Wired network performance
4.65
91%
94
Q12a. Accessing UC Berkeley online services away from campus within the U.S.
4.64
88%
112
Q32a. E-Grades
4.60
86%
57
Q33b. Performance of the student registration service once you’ve gained access
4.59
87%
119
Q32b. Bear Facts
4.56
86%
130
Mean
T Pos*
Count
Q29a. Ease of activating your ID for use across campus
5.28
98%
97
Q9a. Wired network performance
4.85
92%
91
Q31b. Keeps the IT systems up and running
4.82
95%
56
Q32b. Bear Facts
4.74
88%
104
Q12a. Accessing UC Berkeley online services away from campus within the U.S.
4.73
89%
90
Q29b. Ease of changing your passphrase
4.72
83%
58
Q14a. Spam blocking
4.66
88%
93
Mean
T Pos*
Count
Q29a. Ease of activating your ID for use across campus
4.90
92%
119
Q9a. Wired network performance
4.82
92%
114
Q31b. Keeps the IT systems up and running
4.82
94%
101
Q12b. Accessing UC Berkeley online services away from campus outside the U.S.
4.81
97%
31
Q25a. Security software provided by IST
4.80
98%
45
Q29b. Ease of changing your passphrase
4.78
94%
82
Q15a. Email overall
4.75
92%
131
)TCFWCVG5VWFGPVU
Question
7PFGTITCFWCVGU
Question
#FOKPKUVTCVKXG5VCHH
Question
*Total Positive percentages include “Somewhat Satisfied,” “Satisfied” and “Very Satisfied.”
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3URVEY2ESULTS/VERVIEW| 11
Top Seven Areas of Dissatisfaction by Cohort
Sorted from Lowest to Highest by Mean
(CEWNV[
Question
Mean
T Neg*
Count
Q35b. Synching CalAgenda with mobile devices
1.92
81%
48
Q16b. Telephone cost
2.97
61%
205
Q36a. CalAgenda overall
3.13
54%
84
Q35d. CalAgenda website
3.33
49%
57
Q14c. Disk space quota for storing email messages
3.40
52%
246
Q10c. Guest access to the wireless network
3.43
52%
164
Q35a. Usability of the CalAgenda program
3.54
42%
83
Mean
T Neg*
Count
Q10c. Guest access to the wireless network
3.35
52%
62
Q14c. Disk space quota for storing email messages
3.69
44%
108
Q10b. Coverage of the wireless network
3.81
35%
127
Q25c. Effectiveness of documentation and instructions in recovering from attacks
3.84
35%
31
Q21d. Helpfulness of Berkeley-specific software documentation
3.97
31%
29
Q10a. Reliability of the wireless network
3.98
28%
129
Q25b. Effectiveness of documentation and instructions in preventing attacks
4.05
29%
38
Mean
T Neg*
Count
Q7a. IST communications during major service interruptions
3.82
37%
38
Q25c. Effectiveness of documentation and instructions in recovering from attacks
3.97
23%
31
Q25b. Effectiveness of documentation and instructions in preventing attacks
4.05
18%
38
Q10c. Guest access to the wireless network
4.08
31%
49
Q32d. Degree Audit Report (DARSweb)
4.15
32%
72
Q32e. Tele-BEARS
4.17
27%
103
Q10b. Coverage of the wireless network
4.19
26%
97
Mean
T Neg*
Count
Q35b. Synching CalAgenda with mobile devices
2.67
70%
27
Q10c. Guest access to the wireless network
3.85
39%
61
Q16b. Telephone cost
3.87
32%
53
Q25c. Effectiveness of documentation and instructions in recovering from attacks
3.94
29%
31
Q35d. CalAgenda website
4.09
24%
68
Q21a. Available selection of software
4.10
25%
40
Q25b. Effectiveness of documentation and instructions in preventing attacks
4.16
23%
44
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Question
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Question
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Question
*Negative percentages include responses of “Somewhat Dissatisfied,” Dissatisfied” and “Very Dissatisfied.”
MOR Associates, Inc.
12 | 3URVEY2ESULTS/VERVIEWs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Counts of Clients Expressing Dissatisfaction for
Satisfaction Questions, Sorted by Total Dissatisfied
One method of interpreting the results of satisfaction questions and prioritizing possible improvement is to sort the
results into a matrix with two axes, satisfaction and importance. The illustration below elaborates on the the concept.
HIGH
HIGH IMPORTANCE
LOW SATISFACTION
Importance
s0RIORITIZEFOR
IMMEDIATEIMPROVEMENT
LOW
LOW IMPORTANCE
LOW SATISFACTION
s.OTACURRENTLYAPRIORITY
s#ONSIDERELIMINATING
ORDEEMPHASIZING
Satisfaction
HIGH IMPORTANCE
HIGH SATISFACTION
s-AINTAINEXCELLENCE
s"EONTHELOOKOUTFOR
POSSIBLEIMPROVEMENTS
LOW IMPORTANCE
HIGH SATISFACTION
s.OTAPRIORITY
s#ONSIDERREDEPLOYING
RESOURCES
HIGH
Typically, when these matrices are used, it presupposes that for any given satisfaction question, a parallel question was
asked about the importance that respondents placed on the item being rated for satisfaction. This was not practical
for this survey, given its length and breadth. However, in lieu of a question asking specifically about importance, we
can infer some measure of importance by looking at the total number of respondents to each question. In this survey
THENUMBEROFRESPONSESFORQUESTIONSASKEDOFALLCOHORTSRANGEDFROMALOWOF1B3YNCHING#AL!GENDAWITH
MOBILEDEVICESTOAHIGHOF1A%MAILOVERALL4HEFOLLOWINGTABLESQUANTIFYTHENUMBEROFPEOPLEWHOREGIStered dissatisfaction with each of the services or service attributes that respondents were asked to rate for satisfaction.
It is one way to get at the same type of information provided by the matrix to think about what service improvements
might have the most impact.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3URVEY2ESULTS/VERVIEW| 13
Counts of Customers Expressing Dissatisfaction for All
Satisfaction Questions, Sorted by Total Dissatisfied
Question
Q14c. Disk space quota for storing email
Q10b. Coverage of the wireless network
Q10c. Guest access to the wireless network
Q14a. Spam blocking
Q16b. Telephone cost
Q10a. Reliability of the wireless network
Q15a. Email overall
Q14d. Email support services
Q12a. Remote access within the U.S.
Q31a. IST takes a “customer-oriented” approach to helping you
Q30a. Berkeley IT services overall
Q7a. IST communications during major service interruptions
Q18a. Telephone services overall
Q16a. Availability of telephone features
Q21a. Available selection of software
Q11a. Network services overall
Q14b. Mailing list management (e.g., Listserv)
Q12b. Remote access outside the U.S.
Q9a. Wired network performance
Q36a. CalAgenda overall
Q16c. Telephone problem resolution
Q21d. Helpfulness of Berkeley-specific software documentation
Q25b. Effectiveness of documentation and instructions in preventing attacks
Q25c. Effectiveness of documentation and instructions in recovering from attacks
Q35b. Synching CalAgenda with mobile devices
Q21b. Ease of finding desired software
Q29b. Ease of changing your passphrase
Q35a. Usability of the CalAgenda program
Q32e. Tele-BEARS
Q29a. Ease of activating your ID for use across campus
Q33a. Availability of the student registration service
Q32c. Course enrollment/waitlist
Q21c. Timeliness of updates
Q35c. Scheduling meetings with people across campus with CalAgenda
Q35d. CalAgenda website
Q25a. Security software provided by IST
Mean
3.76
3.83
3.59
4.21
3.15
4.17
4.40
4.16
4.54
4.10
4.35
4.11
4.21
4.18
3.96
4.42
4.42
4.27
4.71
3.74
3.98
3.93
4.03
3.79
2.19
4.24
4.61
3.96
4.24
4.92
4.21
4.30
4.15
4.07
3.74
4.48
Tot
Neg
40%
35%
47%
23%
55%
25%
17%
22%
16%
26%
15%
27%
21%
23%
28%
12%
16%
23%
11%
36%
29%
32%
25%
35%
77%
20%
14%
31%
24%
9%
24%
22%
23%
28%
35%
13%
Count of
All Resp.
538
559
336
624
258
572
655
440
603
362
604
332
408
360
282
637
491
324
585
181
215
197
243
171
75
279
395
179
226
620
214
220
204
156
125
292
Total
Dissat.
217
198
157
144
143
141
111
95
94
94
90
89
87
84
79
78
77
74
66
65
63
63
61
60
58
57
56
56
54
53
52
49
46
44
44
39
Q33b. Performance of the student registration service once you’ve gained access
Q32b. Bear Facts
Q31b. IST keeps the IT systems up and running
Q32d. Degree Audit Report (DARSweb)
Q32a. E-Grades
4.54
4.64
4.78
4.29
4.55
14%
13%
6%
26%
12%
214
234
484
111
112
31
30
29
29
13
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs2EADINGTHE#HARTS| 15
Reading the Charts
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs2EADINGTHE#HARTS| 17
Reading the Charts
Throughout this report there are charts that show the percent responding for a given point in the scales depicted
below. The diagram below illustrates the structure of these charts.
Satisfaction with Network Services Overall
Mean
N
Q8a. Network services overall
4.48
762
Mean
N
F
G
U
A
Satisfaction with Aspects of Remote Access
Satisfaction
Scale
Q9a. Ability to access
UC
Very
Dissatisfied
Berkeley online services
within
Dissatisfied
the U.S.
1
2
Q9b. Ability to access
UC
Importance
Scale
Berkeley online servicesVery
outside
Unimportant
Unimportant
the U.S.
1
2
Somewhat
Dissatisfied
3
Somewhat
Satisfied
4
Not Very
Important
3
Somewhat
Important
4
Satisfied
Very Satisfied
4.53
705
5
Important
6
4.15
324
Very Important
5
6
All charts for the scales shown above
feature a dotted line that indicates the
midpoint of all possible responses.
Satisfaction with Aspects of Dialup Modem Services
Q10b. Dialup modem services:
!PPROXIMATELYOFTHEQUESTIONSREPSHIPS
resenting the most significant differences
between cohorts within the community
feature a breakout by cohort, in this case it’s
Q10a. Dialup modem services:
Faculty, Graduate Students, Undergraduate
Low cost modems
Students and Administrative Staff
Mean
N
3.71
94
3.34
127
MOR Associates, Inc.
18 | 2EADINGTHE#HARTSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs'ETTING(ELPWITH4ECHNOLOGY| 19
Getting Help
with Technology
MOR Associates, Inc.
20 | 'ETTING(ELPWITH4ECHNOLOGYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Agreement with Specified Statement
69
Mean
N
2.70
624
Mean
N
3.27
179
3.27
190
3.26
223
31
Q4a. I understand the range of
services provided by ITS
F
G
U
A
Agreement with Specified Statements
50
Q6b. I can find the service Iím
looking for in the IST Service
Catalog.
50
F
G
U
A
45
55
Q6c. I get the information I need
from the IST Service Catalog.
F
G
U
A
50
Q6a. The IST Service Catalog is
easy to find.
MOR Associates, Inc.
50
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs'ETTING(ELPWITH4ECHNOLOGY| 21
Q4a
I understand the range of services provided by ITS
All
F
G
U
A
Mean
2.70
2.63
2.34
2.87
3.10
Q6a
The IST Service Catalog is easy to find.
All
F
G
U
A
Mean
3.26
3.05
3.32
3.43
3.50
Q6b
I can find the service Iím looking for in the IST Service Catalog.
All
F
G
U
A
Mean
3.27
3.00
3.70
3.62
3.33
Q6c
I get the information I need from the IST Service Catalog.
All
F
G
U
A
Mean
3.27
2.87
3.45
3.96
3.48
Q28a
It's important to have daily backups of my desktop data files.
All
F
A
Mean
4.94
4.94
4.94
Q28b
I understand the options available for desktop backup.
All
Q5
F
A
All
F
Q28c
G
U
A
Q20
Strongly
Disagree
21%
23%
30%
14%
13%
Strongly
Disagree
19%
26%
16%
11%
15%
Strongly
Disagree
14%
20%
4%
12%
10%
Strongly
Disagree
17%
24%
14%
7%
11%
Strongly
Disagree
2%
2%
1%
Disagree
29%
28%
29%
35%
28%
Disagree
13%
13%
13%
16%
13%
Disagree
15%
17%
11%
12%
17%
Disagree
15%
18%
10%
11%
13%
Disagree
5%
4%
6%
Somewhat Somewhat
Disagree
Agree
18%
22%
20%
23%
19%
18%
17%
20%
15%
29%
Somewhat Somewhat
Disagree
Agree
17%
25%
16%
22%
21%
26%
16%
38%
19%
21%
Somewhat Somewhat
Disagree
Agree
21%
32%
21%
26%
26%
33%
8%
50%
24%
33%
Somewhat Somewhat
Disagree
Agree
13%
38%
14%
33%
14%
45%
4%
46%
17%
39%
Somewhat Somewhat
Disagree
Agree
7%
14%
9%
13%
4%
17%
Agree
7%
6%
3%
10%
12%
Strongly
Agree
2%
1%
0%
3%
3%
Count Std. Dev. 95% CI+624
1.30
0.10
282
129
98
115
Agree
22%
21%
21%
14%
29%
Strongly
Agree
3%
2%
3%
5%
4%
Count Std. Dev. 95% CI+223
1.50
0.20
100
38
37
48
Agree
16%
15%
22%
12%
14%
Strongly
Agree
2%
0%
4%
8%
2%
Count Std. Dev. 95% CI+179
1.34
0.20
84
27
26
42
Agree
14%
10%
14%
21%
15%
Strongly
Agree
3%
0%
3%
11%
4%
Count Std. Dev. 95% CI+190
1.41
0.20
87
29
28
46
Strongly
Agree
45%
46%
41%
Count Std. Dev. 95% CI+407
1.27
0.12
290
117
Agree
27%
26%
31%
Strongly
Somewhat Somewhat
Strongly
Agree
Agree Count Std. Dev. 95% CI+Mean Disagree Disagree Disagree
Agree
Have
Catalog
3.44you visited
14%the IST Service
23%
13%web site17%
17%
15%
373
1.68
0.17
in3.38
the last six 17%
months? 23%
12%
17%
16%
15%
272
3.59
9% Not 23%
16%
19%
20%
14%
101
Sure Count
Yes
No
15%
67%
18%
669
15%
299
My 16%
desktop69%
data files
are automatically
backed up daily to a departmental or central server.
10%
74%
16%
134
11%
65%
24%
105
21%
57%
21%
131
Have you visited IST's software website
at any time in the past year?
Not
Sure Count
Yes
No
MOR Associates, Inc.
22
| 'ETTING(ELPWITH4ECHNOLOGYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Q26b.
Other people's medical
records
Importance of Specified Sources of Help with Computers & Technology
18
12%
661
Mean
N
4.96
557
4.38
609
3.11
456
2.82
383
2.52
339
82
Q2a. My department's IT support
staff
F
G
U
A
26
74
Q2e. Peers or colleagues
59
41
Q2b. IST Service Desk
F
G
U
A
66
34
Q2c. IST Departmental On-site
Computing Support (DOCS)
F
G
U
A
73
Q2d. IST Technical Account
Management (TAM)
F
G
U
A
MOR Associates, Inc.
27
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs'ETTING(ELPWITH4ECHNOLOGY| 23
Q2a
All
F
G
U
A
Q2b
All
F
G
U
A
Q2c
All
F
G
U
A
Q2d
All
F
G
U
A
Q2e
All
F
G
U
A
Q3a
All
F
G
U
A
My department's IT support staff
Mean 1-VU
2
3
4
4.96
6%
5%
7%
9%
5.06
5%
5%
5% 10%
4.28 12%
8% 12% 13%
4.05
9%
9% 18% 20%
5.64
3%
0%
2%
2%
5
15%
16%
17%
18%
10%
6-VI
58%
60%
38%
25%
83%
Count Std. Dev. 95% CI+557
1.54
0.13
278
109
44
126
IST Service Desk
Mean 1-VU
2
3.11 26% 18%
2.90 29% 23%
2.68 36% 16%
3.76 13%
9%
3.71 16% 12%
5
13%
11%
11%
20%
15%
6-VI
14%
12%
8%
17%
22%
Count Std. Dev. 95% CI+456
1.76
0.16
231
88
46
91
3
15%
12%
18%
22%
14%
4
14%
13%
10%
20%
20%
IST Departmental On-site Computing Support (DOCS)
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+2.82 34% 20% 12% 11% 10% 13%
383
1.80
0.18
2.71 36% 24%
8%
7% 11% 13%
193
2.24 46% 22% 10% 10%
6%
5%
78
3.64 11% 11% 25% 20% 18% 14%
44
3.25 29% 12% 15% 15%
7% 22%
68
IST Technical Account Management (TAM)
Mean 1-VU
2
3
4
5 6-VI
2.52 38% 22% 12% 12%
8%
7%
2.23 43% 27%
9% 11%
5%
5%
2.13 48% 21% 12% 11%
4%
4%
3.51 13% 15% 26% 15% 15% 15%
3.10 29% 16% 13% 16% 14% 13%
Count Std. Dev. 95% CI+339
1.61
0.17
162
75
39
63
Peers or colleagues
Mean 1-VU
2
3
4.38
5%
7% 14%
4.01
8%
9% 19%
4.96
3%
3%
6%
4.70
3%
5%
9%
4.45
2%
9% 17%
4
22%
25%
19%
21%
17%
5
23%
19%
25%
29%
27%
6-VI
29%
21%
45%
34%
29%
Count Std. Dev. 95% CI+609
1.45
0.12
286
119
80
124
IST Service Catalog
Mean 1-VU
2
3
2.65 36% 21% 11%
2.24 44% 25% 10%
2.56 40% 21%
9%
3.46 18% 12% 20%
3.21 25% 16% 10%
4
14%
12%
12%
20%
16%
5
12%
6%
13%
16%
22%
6-VI
7%
4%
6%
14%
9%
Count Std. Dev. 95% CI+373
1.66
0.17
178
78
50
67
MOR Associates, Inc.
24 | 'ETTING(ELPWITH4ECHNOLOGYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Importance of Specified Online Resources
as a Source of Help with Computers & Technology
14
Q3d. Sources external to UC
Berkeley such as Google,
Microsoft, Yahoo, vendors, etc.
60
Mean
N
4.95
613
3.04
406
2.65
373
2.42
390
86
40
Q3b. IST Knowledge Base
F
G
U
A
68
32
Q3a. IST Service Catalog
F
G
U
A
74
Q3c. Campus user groups and
mailing lists such as Micronet,
Magnet, Webnet, etc.
F
G
U
A
MOR Associates, Inc.
26
G
U
A
4.96
3%
3%
6% 19% 25% 45%
119
4.70
3%
5%
9% 21% 29% 34%
80
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs'ETTING(ELPWITH4ECHNOLOGY|
4.45
2%
9% 17% 17% 27% 29%
124
Q3a
All
F
G
U
A
Q3b
All
F
G
U
A
Q3c
All
F
G
U
A
Q3d
All
F
G
U
A
Q13a
All
F
G
U
A
Q13b
All
F
G
U
A
Q13c
All
F
G
U
A
IST Service Catalog
Mean 1-VU
2
3
2.65 36% 21% 11%
2.24 44% 25% 10%
2.56 40% 21%
9%
3.46 18% 12% 20%
3.21 25% 16% 10%
4
14%
12%
12%
20%
16%
5
12%
6%
13%
16%
22%
6-VI
7%
4%
6%
14%
9%
Count Std. Dev. 95% CI+373
1.66
0.17
178
78
50
67
IST Knowledge Base
Mean 1-VU
2
3.04 27% 19%
2.76 33% 21%
2.73 29% 26%
3.69 15% 11%
3.65 19% 11%
4
14%
14%
12%
20%
12%
5
16%
13%
12%
22%
23%
6-VI
11%
8%
8%
15%
19%
Count Std. Dev. 95% CI+406
1.74
0.17
199
78
54
75
3
14%
12%
14%
17%
17%
25
Campus user groups and mailing lists such as Micronet, etc.
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+2.42 43% 18% 13% 13%
8%
6%
390
1.59
0.16
1.98 51% 21% 12% 10%
4%
2%
187
2.19 45% 23% 12% 10%
4%
5%
77
3.29 20% 12% 18% 27% 18%
6%
51
3.16 33% 11% 12% 12% 15% 17%
75
Sources external to UC Berkeley such as Google, etc.
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+4.95
5%
3%
6% 15% 21% 50%
613
1.39
0.11
4.80
5%
4%
8% 16% 21% 46%
279
5.26
5%
2%
1% 11% 16% 66%
122
5.11
1%
2%
6% 17% 23% 51%
95
4.87
5%
4%
7% 12% 26% 46%
117
Blackberry
Mean 1-VU
2.26 62%
1.99 69%
2.26 65%
2.56 51%
2.80 45%
2
8%
6%
7%
8%
16%
3
5%
5%
1%
10%
5%
4
5%
4%
5%
8%
2%
5
8%
6%
9%
8%
13%
6-VI
12%
9%
13%
14%
20%
Count Std. Dev. 95% CI+383
1.86
0.19
186
82
59
56
Windows Mobile
Mean 1-VU
2
1.98 66% 10%
1.65 77%
7%
2.07 65%
7%
2.38 50% 16%
2.53 51% 16%
3
6%
5%
5%
10%
4%
4
4%
2%
9%
5%
2%
5
7%
3%
9%
9%
14%
6-VI
8%
6%
6%
10%
14%
Count Std. Dev. 95% CI+367
1.65
0.17
176
82
58
51
3
5%
5%
6%
7%
2%
4
4%
4%
3%
5%
4%
5
6%
6%
4%
11%
6%
6-VI
11%
12%
8%
5%
18%
Count Std. Dev. 95% CI+376
1.76
0.18
189
79
57
51
Palm
Mean 1-VU
2.10 64%
2.12 66%
1.82 71%
2.11 60%
2.47 51%
2
10%
7%
9%
12%
20%
MOR Associates, Inc.
All
F
26
G
U
A
|
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+3.53 16% 13% 21% 17% 19% 14%
385
1.64
0.16
3.58 15% 15% 18% 15% 21% 15%
188
'ETTING(ELPWITH4ECHNOLOGYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
3.46 14% 17% 25% 14% 15% 15%
72
3.52 12%
7% 29% 29% 14%
9%
58
3.46 22%
9% 18% 15% 22% 13%
67
Satisfaction
with IST Communications
Q1j
Tools for managing collections of physical objects
DuringMean
Major1-VU
Service2 Interruptions
3
4
5 6-VI Count
All
2.80 34% 16% 17% 12%
F
41% 18% during
16%
9%
Q7a.
IST2.47
communications
G
2.86 34% 16% 14% 14%
major
service
interruptions
U
3.61 13% 11% 23% 23%
A
3.08 30% 11% 20% 11%
Q7a
9%
6%
8%
13%
17%
11%
9%
14%
16%
11%
Std. Dev. 95% CI+42827
1.73
0.16
73
223
73
61
71
Mean
N
4.11
332
Mean
N
4.71
585
Mean
N
4.17
572
3.83
559
3.59
336
Mean
N
4.42
637
IST communications during major service interruptions
Mean with
VD Wired
D
SD
SS Performance
S
VS Count
Satisfaction
Network
All
4.11
3%
8%
F
4.01
4%
8%
Q9a.
Wired
G
4.46network
4%
4%
performance
U
3.82
3% 13%
A
4.24
1%
7%
16%
19%
6%
21%
14%
29%
28%
25%
34%
29%
Wired network performance
Mean
VD
D
SD
SS
Satisfaction
the
All
4.71 with
1% Aspects
4%
6%of21%
F
4.64
2%
5%
8% 20%
G
4.65
0%
Q10a.
Reliability
of the5% 3% 28%
U
4.85
0%
3%
4% 23%
wirelessnetwork
A
4.82
1%
3%
4% 19%
37%
33%
52%
21%
42%
8%
8%
10%
8%
7%
S
VS
44%
49%
43%
51%
22%
15%
26%
22%
Std. Dev. 95% CI+332 11
1.20
0.13
89
158
52
38
84
Q9a
Count Std. Dev. 95% CI+1.06
0.09
75
28625
94
91
114
Wireless
46% 21% Network
585
35
65
Q10b. Coverage of the wireless
network
47
53
Q10c. Guest access to the
wireless network
F
G
U
A
Satisfaction with Network Services Overall
12
Q11a. Network services overall
See
!PPENDIX
A
88
Q8. What would help with IST communications during major service interruptions?
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs.ETWORK3ERVICES| 27
Network Services
MOR Associates, Inc.
28 | .ETWORK3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Satisfaction with IST Communications
During Major Service Interruptions
27
Q7a. IST communications during
major service interruptions
Satisfaction with Wired Network Performance
11
Satisfaction with Aspects of the Wireless Network
332
Mean
N
4.71
585
Mean
N
4.17
572
3.83
559
3.59
336
Mean
N
4.42
637
65
Q10b. Coverage of the wireless
network
47
4.11
75
Q10a. Reliability of the
wirelessnetwork
35
N
89
Q9a. Wired network
performance
25
Mean
73
53
Q10c. Guest access to the
wireless network
F
G
U
A
Satisfaction with Network Services Overall
12
Q11a. Network services overall
MOR Associates, Inc.
88
G
U
A
Q9a
All
F
G
U
A
Q10a
All
F
G
U
A
Q10b
All
F
G
U
A
Q10c
All
F
G
U
A
Q11a
All
F
G
U
A
Q12a
All
F
G
U
A
Q12b
All
F
G
U
A
4.46
3.82
4.24
4%
4%
6% 25% 52% 10%
52
3% 13% 21% 34% 21%
8%
38
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs.ETWORK3ERVICES|
1%
7% 14% 29% 42%
7%
84
Wired network performance
Mean
VD
D
SD
SS
4.71
1%
4%
6% 21%
4.64
2%
5%
8% 20%
4.65
0%
5%
3% 28%
4.85
0%
3%
4% 23%
4.82
1%
3%
4% 19%
S
46%
44%
49%
43%
51%
VS
21%
22%
15%
26%
22%
Count Std. Dev. 95% CI+585
1.06
0.09
286
94
91
114
Reliability of the wireless network
Mean
VD
D
SD
SS
4.17
3%
7% 14% 29%
4.08
4% 10% 15% 29%
3.98
6%
8% 14% 33%
4.38
2%
4% 11% 33%
4.47
1%
3% 14% 20%
S
36%
32%
31%
35%
52%
VS
10%
10%
8%
14%
10%
Count Std. Dev. 95% CI+572
1.22
0.10
253
129
97
93
Coverage of the wireless network
Mean
VD
D
SD
SS
3.83
6% 12% 18% 30%
3.58
8% 17% 18% 30%
3.81
9%
9% 17% 30%
4.19
1%
5% 20% 34%
4.19
2%
8% 15% 24%
S
28%
22%
28%
29%
44%
VS
7%
6%
7%
11%
7%
Count Std. Dev. 95% CI+559
1.31
0.11
250
127
97
85
Guest access to the wireless network
Mean
VD
D
SD
SS
S
3.59
8% 18% 21% 22% 24%
3.43
8% 23% 21% 18% 26%
3.35 16% 13% 23% 27% 10%
4.08
2% 10% 18% 33% 20%
3.85
7% 13% 20% 18% 34%
VS
8%
4%
11%
16%
8%
Count Std. Dev. 95% CI+336
1.43
0.15
164
62
49
61
Network services overall
Mean
VD
D
SD
4.42
1%
3%
8%
4.32
1%
3%
9%
4.25
1%
7% 10%
4.60
0%
2%
7%
4.69
1%
1%
3%
SS
35%
40%
37%
27%
27%
S
47%
41%
40%
57%
58%
VS
6%
5%
5%
7%
9%
Count Std. Dev. 95% CI+637
0.91
0.07
290
130
99
118
Remote access within the U.S.
Mean
VD
D
SD
SS
4.54
1%
5%
9% 24%
4.39
2%
6% 12% 24%
4.64
0%
6%
6% 28%
4.73
1%
6%
4% 21%
4.67
0%
4%
9% 20%
S
44%
45%
37%
43%
51%
VS
16%
11%
23%
24%
16%
Count Std. Dev. 95% CI+603
1.10
0.09
284
112
90
117
Remote access outside the U.S.
Mean
VD
D
SD
SS
4.27
3%
7% 13% 27%
4.16
3%
7% 16% 29%
4.32
2% 10% 12% 24%
4.50
0% 14%
0% 27%
4.81
0%
3%
0% 23%
S
37%
34%
32%
41%
61%
VS
13%
11%
20%
18%
13%
Count Std. Dev. 95% CI+324
1.22
0.13
230
41
22
31
29
MOR Associates, Inc.
30 | .ETWORK3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs2EMOTE!CCESS| 31
Remote Access
MOR Associates, Inc.
32 | 2EMOTE!CCESSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Satisfaction with Ability to Access UC Berkeley
Online Services While Away from Campus
16
Q12a. Within the U.S.
23
Satisfaction with Aspects of Email
4.27
324
Mean
N
4.42
491
4.21
624
4.16
440
3.76
538
Mean
N
4.40
655
78
Q14d. Support services
40
603
77
Q14a. Spam blocking
22
4.54
84
Q14b. Mailing list management
(e.g., Listserv)
23
N
77
Q12b. Outside the U.S.
16
Mean
84
60
Q14c. Disk space quota
F
G
U
A
Satisfaction with Email Overall
17
Q15a. Email overall
MOR Associates, Inc.
83
G
U
A
Q12a
All
F
G
U
A
Q12b
All
F
G
U
A
4.25
4.60
4.69
1%
7% 10% 37% 40%
5%
130
0%
2%
7% 27% 57%
7%
99
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs2EMOTE!CCESS|
1%
1%
3% 27% 58%
9%
118
Remote access within the U.S.
Mean
VD
D
SD
SS
4.54
1%
5%
9% 24%
4.39
2%
6% 12% 24%
4.64
0%
6%
6% 28%
4.73
1%
6%
4% 21%
4.67
0%
4%
9% 20%
S
44%
45%
37%
43%
51%
VS
16%
11%
23%
24%
16%
Count Std. Dev. 95% CI+603
1.10
0.09
284
112
90
117
Remote access outside the U.S.
Mean
VD
D
SD
SS
4.27
3%
7% 13% 27%
4.16
3%
7% 16% 29%
4.32
2% 10% 12% 24%
4.50
0% 14%
0% 27%
4.81
0%
3%
0% 23%
S
37%
34%
32%
41%
61%
VS
13%
11%
20%
18%
13%
Count Std. Dev. 95% CI+324
1.22
0.13
230
41
22
31
33
MOR Associates, Inc.
34 | 2EMOTE!CCESSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs%MAILAND7EBMAIL| 35
Email and Webmail
MOR Associates, Inc.
23
77
36
| %MAILAND7EBMAILs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Q12b.
Outside the U.S.
4.27 324
Satisfaction with Aspects of Email
16
Q14b. Mailing list management
(e.g., Listserv)
23
4.42
491
4.21
624
4.16
440
3.76
538
Mean
N
4.40
655
78
Q14d. Support services
40
N
77
Q14a. Spam blocking
22
Mean
84
60
Q14c. Disk space quota
F
G
U
A
Satisfaction with Email Overall
17
Q15a. Email overall
MOR Associates, Inc.
83
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs%MAILAND7EBMAIL| 37
Q14a
All
F
G
U
A
Q14b
All
F
G
U
A
Q14c
All
F
G
U
A
Q14d
All
F
G
U
A
Q15a
All
F
G
U
A
Q16a
All
F
A
Q16b
All
F
A
Spam blocking
Mean
VD
D
4.21
3% 10%
3.96
4% 13%
4.35
3%
6%
4.66
3%
5%
4.32
1% 10%
S
38%
35%
38%
42%
41%
VS
11%
5%
15%
24%
13%
Count Std. Dev. 95% CI+624
1.25
0.10
284
120
93
127
Mailing list management (e.g., Listserv)
Mean
VD
D
SD
SS
S
4.42
2%
4% 10% 28% 47%
4.29
1%
6% 11% 33% 43%
4.40
2%
4% 12% 26% 44%
4.46
2%
1%
9% 30% 50%
4.65
2%
2%
7% 20% 56%
VS
9%
7%
11%
7%
13%
Count Std. Dev. 95% CI+491
1.04
0.09
209
97
82
103
Disk space quota for storing email
Mean
VD
D
SD
SS
3.76 12% 13% 16% 18%
3.40 15% 16% 20% 16%
3.69 14% 13% 17% 15%
4.29
6%
8%
7% 24%
4.29
5%
8% 12% 20%
S
31%
26%
30%
37%
40%
VS
11%
6%
12%
17%
16%
Count Std. Dev. 95% CI+538
1.55
0.13
246
108
83
101
Email support services
Mean
VD
D
SD
4.16
3%
8% 10%
3.86
6% 10% 15%
4.23
3%
6% 13%
4.52
2%
2%
4%
4.54
0%
8%
4%
SS
33%
36%
30%
37%
26%
S
39%
30%
41%
46%
52%
VS
7%
4%
7%
9%
10%
Count Std. Dev. 95% CI+440
1.17
0.11
210
70
54
106
Email overall
Mean
VD
4.40
2%
4.21
3%
4.32
1%
4.57
1%
4.75
1%
SS
29%
27%
35%
30%
24%
S
43%
43%
42%
40%
48%
VS
11%
7%
8%
17%
20%
Count Std. Dev. 95% CI+655
1.09
0.08
292
130
102
131
Availability of telephone features
Mean
VD
D
SD
SS
4.18
4%
7% 12% 27%
4.04
6%
9% 12% 27%
4.47
1%
3% 11% 27%
S
42%
38%
50%
VS
8%
7%
8%
Count Std. Dev. 95% CI+360
1.21
0.13
245
115
Telephone cost
Mean
VD
D
3.15 20% 21%
2.97 24% 22%
3.87
6% 17%
S
23%
19%
40%
VS
4%
4%
4%
Count Std. Dev. 95% CI+258
1.58
0.19
205
53
D
6%
7%
7%
2%
4%
SD
10%
11%
12%
3%
11%
SD
10%
13%
8%
10%
3%
SD
14%
16%
9%
SS
28%
32%
26%
23%
24%
SS
17%
15%
25%
MOR Associates, Inc.
38 | %MAILAND7EBMAILs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Importance of UC Berkeley Support of Specified Mobile Email Clients
55
Q13d. iPhone
75
Mean
N
3.20
421
2.26
383
2.10
376
1.98
367
1.75
336
45
25
Q13a. Blackberry
F
G
U
A
79
21
Q13c. Palm
82
18
Q13b. Windows Mobile
F
G
U
A
86
Q13e. Android
MOR Associates, Inc.
14
G
U
A
Q13a
All
F
G
U
A
Q13b
All
F
G
U
A
Q13c
All
F
G
U
A
Q13d
All
F
G
U
A
Q13e
All
F
G
U
A
Q19a
All
F
G
U
A
Q19b
All
F
G
U
A
Q19c
All
F
G
5.26
5%
2%
1% 11% 16% 66%
122
5.11
1%
2%
6% 17% 23% 51%
95
4.87 5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs%MAILAND7EBMAIL|
5%
4%
7% 12% 26% 46%
117
Blackberry
Mean 1-VU
2.26 62%
1.99 69%
2.26 65%
2.56 51%
2.80 45%
2
8%
6%
7%
8%
16%
3
5%
5%
1%
10%
5%
4
5%
4%
5%
8%
2%
5
8%
6%
9%
8%
13%
6-VI
12%
9%
13%
14%
20%
Count Std. Dev. 95% CI+383
1.86
0.19
186
82
59
56
Windows Mobile
Mean 1-VU
2
1.98 66% 10%
1.65 77%
7%
2.07 65%
7%
2.38 50% 16%
2.53 51% 16%
3
6%
5%
5%
10%
4%
4
4%
2%
9%
5%
2%
5
7%
3%
9%
9%
14%
6-VI
8%
6%
6%
10%
14%
Count Std. Dev. 95% CI+367
1.65
0.17
176
82
58
51
Palm
Mean 1-VU
2.10 64%
2.12 66%
1.82 71%
2.11 60%
2.47 51%
2
10%
7%
9%
12%
20%
3
5%
5%
6%
7%
2%
4
4%
4%
3%
5%
4%
5
6%
6%
4%
11%
6%
6-VI
11%
12%
8%
5%
18%
Count Std. Dev. 95% CI+376
1.76
0.18
189
79
57
51
iPhone
Mean
3.20
3.34
2.85
3.06
3.36
1-VU
43%
43%
52%
40%
38%
2
8%
6%
4%
11%
14%
3
4%
3%
4%
8%
0%
4
6%
6%
8%
8%
5%
5
9%
9%
9%
11%
9%
6-VI
30%
34%
22%
22%
34%
Count Std. Dev. 95% CI+421
2.22
0.21
211
89
63
58
Android
Mean 1-VU
1.75 71%
1.61 77%
1.72 73%
2.20 57%
1.78 65%
2
11%
10%
9%
11%
23%
3
3%
2%
3%
9%
0%
4
4%
4%
7%
4%
0%
5
5%
3%
3%
13%
8%
6-VI
5%
5%
5%
6%
5%
Count Std. Dev. 95% CI+336
1.45
0.16
167
75
54
40
Windows
Mean 1-VU
4.89 12%
4.48 20%
4.75 14%
5.41
0%
5.56
3%
2
3%
4%
4%
5%
0%
3
3%
4%
4%
2%
1%
4
6%
6%
7%
8%
3%
5
14%
13%
11%
16%
18%
6-VI
61%
53%
60%
69%
75%
Count Std. Dev. 95% CI+603
1.75
0.14
268
121
96
118
Mac OS X
Mean 1-VU
4.42 22%
4.57 21%
4.54 20%
4.25 16%
3.99 30%
2
5%
4%
3%
9%
6%
3
3%
2%
3%
9%
3%
4
6%
4%
10%
9%
3%
5
9%
7%
5%
15%
14%
6-VI
56%
62%
59%
43%
44%
Count Std. Dev. 95% CI+540
2.08
0.18
264
108
80
88
Linux
Mean 1-VU
2.86 45%
2.99 44%
2.99 46%
2
11%
11%
6%
3
7%
6%
9%
4
8%
7%
10%
5
8%
8%
4%
6-VI
21%
25%
26%
Count Std. Dev. 95% CI+407
2.04
0.20
209
90
39
MOR Associates, Inc.
40 | %MAILAND7EBMAILs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4ELEPHONE3ERVICES| 41
Telephone Services
MOR Associates, Inc.
55
45
42 | 4ELEPHONE3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Q16b. Telephone cost
3.15 258
F
A
Satisfaction with Aspects of
UC Berkeley Telephone Service
23
Q16a. Availability of telephone
features
Agreement with Statements Regarding UC Berkeley Telephone Options
Q17a. I could do my job with
Q16c. Telephone problem
only a UC Berkeley landline
resolution
telephone.
29
37
55
46
68
Q17a. I could do my job with
Q18a. Telephone services
only a UC Berkeley landline
overall
telephone.
46
68
Q18a. Telephone services
overall
MOR Associates, Inc.
Mean
N
3.98
3.89
215
402
3.15
3.55
258
352
2.78
365
Mean
N
3.89
4.21
402
408
3.55
352
2.78
365
Mean
N
4.21
408
63
79
54
32
Satisfaction with Telephone Services Overall
21
360
32
Q17b. I could do my job with
only a UC Berkeley cell phone.
Q17c. I need both a UC Berkeley
landline and cell phone to do my
job.
4.18
45
54
Agreement with
Regarding
UC Berkeley Telephone Options
Satisfaction
withStatements
Telephone Services
Overall
37
21
N
71
63
Q17b. I could do my job with
Q16b. Telephone cost
only a UC Berkeley cell phone.
Q17c. I need both a UC Berkeley
F
landline and cell phone to do my
A
job.
Mean
77
79
G
Q16c
U
A
All
F
A
Q16a
All
F
A
Q16b
All
F
A
Q16c
All
F
A
Q18a
All
F
A
Q21a
All
F
G
U
A
Q21b
All
Q18a
F
G
All
U
F
A
A
Q21a
All
F
G
U
A
Q21b
All
F
G
U
A
4.32
1%
7%
8% 35% 42%
8%
130
Telephone problem resolution
4.57
1%
2% 10% 30% 40% 17%
102
Mean 5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4ELEPHONE3ERVICES|
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.75
1%
4%
3% 24% 48% 20%
131
3.98
7%
7% 15% 29% 34%
7%
215
1.31
0.17
3.75 11%
9% 16% 29% 30%
5%
138
4.39
0%
5% 13% 30% 42% 10%
77
Availability of telephone features
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.18
4%
7% 12% 27% 42%
8%
360
1.21
0.13
4.04
6%
9% 12% 27% 38%
7%
245
4.47
1%
3% 11% 27% 50%
8%
115
Telephone cost
Mean
VD
D
3.15 20% 21%
2.97 24% 22%
3.87
6% 17%
SD
14%
16%
9%
SS
17%
15%
25%
S
23%
19%
40%
VS
4%
4%
4%
Count Std. Dev. 95% CI+258
1.58
0.19
205
53
Telephone problem resolution
Mean
VD
D
SD
SS
3.98
7%
7% 15% 29%
3.75 11%
9% 16% 29%
4.39
0%
5% 13% 30%
S
34%
30%
42%
VS
7%
5%
10%
Count Std. Dev. 95% CI+215
1.31
0.17
138
77
Telephone services overall
Mean
VD
D
SD
SS
4.21
2%
7% 12% 30%
4.01
3%
9% 15% 33%
4.67
0%
4%
3% 24%
S
43%
36%
60%
VS
5%
4%
9%
Count Std. Dev. 95% CI+408
1.10
0.11
285
123
Available selection of software
Mean
VD
D
SD
SS
3.96
4%
7% 18% 36%
3.83
4%
8% 20% 38%
4.09
2%
7% 15% 37%
4.32
0%
7% 11% 32%
4.10
5%
3% 18% 30%
S
33%
29%
33%
43%
43%
VS
2%
1%
6%
7%
3%
Count Std. Dev. 95% CI+282
1.10
0.13
160
54
28
40
Ease of finding desired software
Mean
VD
D
SD
SS
4.24
3%
6% 12% 33%
Telephone services overall
4.09
4%
7% 15% 32%
Mean
VD
D
SD
SS
4.48
0%
4%
7% 39%
4.21
2%
7% 12% 30%
4.43
0%
7%
7% 29%
4.01
3%
9% 15% 33%
4.34
2%
2% 12% 29%
4.67
0%
4%
3% 24%
S
39%
35%
S
37%
43%
50%
36%
49%
60%
VS
8%
7%
VS
13%
5%
7%
4%
5%
9%
Count Std. Dev. 95% CI+279
1.11
0.13
156
Count Std. Dev. 95% CI+54
408
1.10
0.11
28
285
41
123
Available selection of software
Mean
VD
D
SD
SS
3.96
4%
7% 18% 36%
3.83
4%
8% 20% 38%
4.09
2%
7% 15% 37%
4.32
0%
7% 11% 32%
4.10
5%
3% 18% 30%
S
33%
29%
33%
43%
43%
VS
2%
1%
6%
7%
3%
Count Std. Dev. 95% CI+282
1.10
0.13
160
54
28
40
Ease of finding desired software
Mean
VD
D
SD
SS
4.24
3%
6% 12% 33%
4.09
4%
7% 15% 32%
4.48
0%
4%
7% 39%
4.43
0%
7%
7% 29%
4.34
2%
2% 12% 29%
S
39%
35%
37%
50%
49%
VS
8%
7%
13%
7%
5%
Count Std. Dev. 95% CI+279
1.11
0.13
156
54
28
41
43
MOR Associates, Inc.
F
44 | 4ELEPHONE3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
A
Agreement with Statements Regarding UC Berkeley Telephone Options
Q17a. I could do my job with
only a UC Berkeley landline
telephone.
37
46
68
Q18a. Telephone services
overall
MOR Associates, Inc.
3.89
402
3.55
352
2.78
365
Mean
N
4.21
408
32
Satisfaction with Telephone Services Overall
21
N
54
Q17b. I could do my job with
only a UC Berkeley cell phone.
Q17c. I need both a UC Berkeley
landline and cell phone to do my
job.
Mean
63
79
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4ELEPHONE3ERVICES| 45
Q17a
I could do my job with only a UC Berkeley landline telephone.
All
F
A
Mean
3.89
3.74
4.21
Q17b
I could do my job with only a UC Berkeley cell phone.
All
F
A
Mean
3.55
3.60
3.42
Q17c
I need both a UC Berkeley landline and cell phone to do my job.
All
F
A
Mean
2.78
2.78
2.79
Strongly
Disagree
14%
16%
9%
Strongly
Disagree
17%
16%
21%
Strongly
Disagree
32%
32%
30%
Disagree
15%
17%
12%
Disagree
20%
21%
18%
Disagree
26%
26%
26%
Somewhat Somewhat
Disagree
Agree
8%
12%
8%
12%
8%
12%
Somewhat Somewhat
Disagree
Agree
9%
13%
8%
12%
10%
16%
Somewhat Somewhat
Disagree
Agree
11%
7%
11%
5%
11%
10%
Agree
33%
32%
37%
Strongly
Agree
18%
16%
22%
Count Std. Dev. 95% CI+402
1.72
0.17
279
123
Agree
26%
27%
24%
Strongly
Agree
14%
15%
13%
Count Std. Dev. 95% CI+352
1.76
0.18
250
102
Strongly
Agree
10%
11%
9%
Count Std. Dev. 95% CI+365
1.75
0.18
258
107
Agree
15%
15%
13%
MOR Associates, Inc.
46 | 4ELEPHONE3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTING%NVIRONMENT| 47
Computing Environment
MOR Associates, Inc.
48 | #OMPUTING%NVIRONMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Importance of UC Berkeley Support
of Specified Desktop Operating Systems
19
Mean
N
4.89
603
4.42
540
2.86
407
2.70
409
81
Q19a. Windows
F
G
U
A
30
70
Q19b. Mac OS X
63
37
Q19c. Linux
66
Q19d. Unix
MOR Associates, Inc.
34
G
U
A
1.72 73%
9%
3%
7%
3%
5%
75
2.20 57% 11%
9%
4% 13%
6%
54
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTING%NVIRONMENT|
1.78 65% 23%
0%
0%
8%
5%
40
Q19a
Windows
Mean 1-VU
4.89 12%
4.48 20%
4.75 14%
5.41
0%
5.56
3%
2
3%
4%
4%
5%
0%
3
3%
4%
4%
2%
1%
4
6%
6%
7%
8%
3%
5
14%
13%
11%
16%
18%
6-VI
61%
53%
60%
69%
75%
Count Std. Dev. 95% CI+603
1.75
0.14
268
121
96
118
Mac OS X
Mean 1-VU
4.42 22%
4.57 21%
4.54 20%
4.25 16%
3.99 30%
2
5%
4%
3%
9%
6%
3
3%
2%
3%
9%
3%
4
6%
4%
10%
9%
3%
5
9%
7%
5%
15%
14%
6-VI
56%
62%
59%
43%
44%
Count Std. Dev. 95% CI+540
2.08
0.18
264
108
80
88
Linux
Mean 1-VU
2.86 45%
2.99 44%
2.99 46%
2.64 40%
2.34 52%
2
11%
11%
6%
16%
18%
3
7%
6%
9%
12%
6%
4
8%
7%
10%
14%
4%
5
8%
8%
4%
12%
8%
6-VI
21%
25%
26%
7%
12%
Count Std. Dev. 95% CI+407
2.04
0.20
209
90
58
50
Unix
Mean 1-VU
2.70 46%
2.90 43%
2.61 51%
2.26 47%
2.51 51%
2
11%
11%
7%
19%
11%
3
8%
6%
11%
9%
11%
4
9%
8%
10%
12%
5%
5
10%
14%
3%
9%
7%
6-VI
15%
18%
17%
4%
15%
Count Std. Dev. 95% CI+409
1.93
0.19
210
87
57
55
All
F
G
U
A
Q19b
All
F
G
U
A
Q19c
All
F
G
U
A
Q19d
All
F
G
U
A
49
MOR Associates, Inc.
50 | #OMPUTING%NVIRONMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYsSOFTWARECENTRAL| 51
software.central
MOR Associates, Inc.
52 | SOFTWARECENTRALs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Satisfaction with Aspects of software-central.berkeley.edu
20
Q21b. Ease of finding desired
software
23
32
MOR Associates, Inc.
4.24
279
4.15
204
3.96
282
3.93
197
72
Q21a. Available selection of
software
Q21d. Helpfulness of Berkeleyspecific software documentation
N
77
Q21c. Timeliness of software
updates
28
Mean
80
68
All
F
A
Q21a
All
F
G
U
A
Q21b
All
F
G
U
A
Q21c
All
F
G
U
A
Q21d
All
F
G
U
A
Q25a
4.21
4.01
4.67
2%
7% 12% 30% 43%
5%
408
1.10
0.11
3%
9% 15% 33% 36%
4%
285
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYsSOFTWARECENTRAL|
0%
4%
3% 24% 60%
9%
123
Available selection of software
Mean
VD
D
SD
SS
3.96
4%
7% 18% 36%
3.83
4%
8% 20% 38%
4.09
2%
7% 15% 37%
4.32
0%
7% 11% 32%
4.10
5%
3% 18% 30%
S
33%
29%
33%
43%
43%
VS
2%
1%
6%
7%
3%
Count Std. Dev. 95% CI+282
1.10
0.13
160
54
28
40
Ease of finding desired software
Mean
VD
D
SD
SS
4.24
3%
6% 12% 33%
4.09
4%
7% 15% 32%
4.48
0%
4%
7% 39%
4.43
0%
7%
7% 29%
4.34
2%
2% 12% 29%
S
39%
35%
37%
50%
49%
VS
8%
7%
13%
7%
5%
Count Std. Dev. 95% CI+279
1.11
0.13
156
54
28
41
Timeliness of software updates
Mean
VD
D
SD
SS
4.15
3%
4% 15% 34%
3.97
5%
7% 14% 38%
4.45
0%
0% 15% 36%
4.35
0%
4% 17% 22%
4.31
3%
0% 16% 28%
S
38%
32%
36%
52%
50%
VS
5%
4%
12%
4%
3%
Count Std. Dev. 95% CI+204
1.10
0.15
116
33
23
32
Helpfulness of Berkeley-specific software documentation
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+3.93
5% 10% 18% 27% 39%
3%
197
1.21
0.17
3.77
6% 10% 21% 30% 31%
2%
115
3.97
3% 10% 17% 31% 31%
7%
29
4.32
0%
9% 14% 14% 64%
0%
22
4.23
3% 10% 10% 19% 55%
3%
31
All
F
G
U
A
Q5
Security software provided by IST
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.48
1%
5%
8% 28% 50%
9%
292
0.98
0.11
4.45
1%
6%
9% 25% 50%
9%
164
4.41
0%
2%
9% 39% 45%
5%
44
4.33
3%
8%
8%
26%
49%
8%
Have you visited the IST Service Catalog web site 39
0%
2% 29% 56% 13%
45
in4.80
the last0%
six months?
Q25b
All
F
All
G
F
U
G
A
U
A
Not
Sure Count
Yes
No
Effectiveness of documentation and instructions in preventing attacks
15%
67%
18%
669
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+16%
69%
15%
299
4.03
3%
7% 15% 35% 37%
2%
243
1.09
0.14
10%
74%
16%
134
3.97
4% 11% 12% 33% 37%
2%
123
11%
65%
24%
105
4.05
0%
5% 24% 34% 34%
3%
38
21%
57%
21%
131
4.05
5%
5%
8% 42% 39%
0%
38
4.16
2%
0% 20% 36% 39%
2%
44
Q20
Q25c
All
All
F
F
G
G
U
U
A
A
Q29a
Q22
All
F
All
G
53
Have you visited IST's software website
at any time in the past year?
Effectiveness of documentation & instructions in recovering from attacks
Not
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+Sure Count
Yes
No
3.79
4% 12% 19% 33% 30%
2%
171
1.17
0.18
35%
52%
14%
653
3.64
5% 14% 23% 28% 28%
1%
78
46%
42%
12%
287
3.84
0% 10% 26% 35% 29%
0%
31
30%
57%
13%
133
3.97
6% 13%
3% 32% 45%
0%
31
18%
56%
26%
105
3.94
3%
6% 19% 42% 23%
6%
31
27%
64%
9%
128
Ease of activating your ID for use across campus
Do
you manage
any
Mean
VD
D aspect
SD of SS
S
VS Count Std. Dev. 95% CI+the
security
4.92
1%for your
3% computer?
4% 15% 46% 30%
620
1.05
0.08
Yes 1% No 4%
Count
4.85
5% 15% 47% 28%
284
71% 1%29% 3% 661
4.83
7% 17% 46% 27%
120
MOR Associates, Inc.
54 | SOFTWARECENTRALs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTER3ECURITY| 55
Computer Security
MOR Associates, Inc.
56 | #OMPUTER3ECURITYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Q23. Percent of Respondents Practicing Specified Preventive Security Measures, n=668
Operating system updates are
installed automatically.
Some anti-virus software is
installed in your computer.
F
G
U
Application software updates
are installed regularly.
A
Managed ant-virus software
available on softwarecentral.berkeley.edu is installed.
Don't know/
None of the above
0%
MOR Associates, Inc.
20%
40%
60%
80%
100%
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTER3ECURITY| 57
Q23
All
F
G
Q5
All
F
G
U
A
Q20
All
F
G
U
A
Q22
All
F
G
U
A
Q27
All
Preventive security measures practiced
Operating
system updates
are installed
automatically.
75%
79%
81%
Some anti-virus
Application
software is software updates
installed in your
are installed
computer.
regularly.
69%
62%
72%
71%
72%
68%
Managed antvirus software
available on
softwarecentral.berkeley.e
du is installed.
31%
43%
26%
Don't know/
None of the
above Count
12%
668
7%
300
5%
133
Have you visited the IST Service Catalog web site
in the last six months?
Not
Sure Count
Yes
No
15%
67%
18%
669
16%
69%
15%
299
10%
74%
16%
134
11%
65%
24%
105
21%
57%
21%
131
Have you visited IST's software website
at any time in the past year?
Not
Sure Count
Yes
No
35%
52%
14%
653
46%
42%
12%
287
30%
57%
13%
133
18%
56%
26%
105
27%
64%
9%
128
Do you manage any aspect of
the security for your computer?
Yes
No Count
71%
29%
661
78%
22%
294
83%
17%
132
84%
16%
105
34%
66%
130
Are you aware of campus procedures
for protection of sensitive info?
Yes
No Count
46%
54%
601
MOR Associates, Inc.
58 | #OMPUTER3ECURITYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Satisfaction with Aspects of IST's Computer Security Offerings
13
Q25a. Security software
provided by IST
Q25b. Effectiveness of
documentation and instructions
in preventing attacks
Q25c. Effectiveness of
documentation and instructions
in recovering from attacks
25
35
MOR Associates, Inc.
4.03
243
3.79
171
Mean
N
4.92
620
4.61
395
Mean
N
4.35
604
86
Satisfaction with the Overall Level of IT Services
Q30a. Berkeley IT services
overall
292
91
Q29b. Ease of changing your
passphrase
15
4.48
65
Q29a. Ease of activating your ID
for use across campus
14
N
75
Satisfaction with Aspects of Using CalNet IDs
9
Mean
87
85
G
U
A
Q25a
All
F
G
U
A
Q25b
All
F
G
U
A
Q25c
All
F
G
U
A
Q29a
All
F
G
U
A
3.97
4.32
4.23
3% 10% 17% 31% 31%
7%
29
0%
9% 14% 14% 64%
0%
22
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTER3ECURITY|
3% 10% 10% 19% 55%
3%
31
Security software provided by IST
Mean
VD
D
SD
SS
4.48
1%
5%
8% 28%
4.45
1%
6%
9% 25%
4.41
0%
2%
9% 39%
4.33
3%
8%
8% 26%
4.80
0%
0%
2% 29%
S
50%
50%
45%
49%
56%
VS
9%
9%
5%
8%
13%
59
Count Std. Dev. 95% CI+292
0.98
0.11
164
44
39
45
Effectiveness of documentation and instructions in preventing attacks
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.03
3%
7% 15% 35% 37%
2%
243
1.09
0.14
3.97
4% 11% 12% 33% 37%
2%
123
4.05
0%
5% 24% 34% 34%
3%
38
4.05
5%
5%
8% 42% 39%
0%
38
4.16
2%
0% 20% 36% 39%
2%
44
Effectiveness of documentation & instructions in recovering from attacks
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+3.79
4% 12% 19% 33% 30%
2%
171
1.17
0.18
3.64
5% 14% 23% 28% 28%
1%
78
3.84
0% 10% 26% 35% 29%
0%
31
3.97
6% 13%
3% 32% 45%
0%
31
3.94
3%
6% 19% 42% 23%
6%
31
Ease of activating your ID for use across campus
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.92
1%
3%
4% 15% 46% 30%
620
1.05
0.08
4.85
1%
4%
5% 15% 47% 28%
284
4.83
1%
3%
7% 17% 46% 27%
120
5.28
0%
1%
1% 12% 40% 45%
97
4.90
3%
3%
3% 14% 51% 27%
119
MOR Associates, Inc.
60 | #OMPUTER3ECURITYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Q24. Which Measures Would Be Most Effective
in Helping Respondents Protect Their Computers, n=635
Better documentation on how to
secure my computer
More timely communication
about threats
F
G
U
A
Assistance in responding to
email security notices sent from
IST regarding my computer
None of the above
0%
MOR Associates, Inc.
20%
40%
60%
80%
100%
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTER3ECURITY| 61
Q24
All
F
G
U
A
What would be most effective in helping respondents protect their computers
Assistance in
responding to
Better
email security
documentation on
More timely notices sent from
how to secure my
communication IST regarding my
computer
about threats
computer None of the above Count
51%
42%
34%
29%
635
50%
41%
37%
29%
286
55%
36%
24%
30%
126
48%
47%
32%
31%
101
52%
47%
39%
27%
122
MOR Associates, Inc.
62 | #OMPUTER3ECURITYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Frequency of Handling Types of Sensitive Data
Total
At All
N
Q26c. Student grades
63%
662
Q26d. Other people's salary or
other financial information
37%
652
Q26a. Other people's Social
Security numbers or birth dates
35%
663
Q26b. Other people's medical
records
12%
661
Mean
N
4.96
557
4.38
609
3.11
456
Importance of Specified Sources of Help with Computers & Technology
18
82
Q2a. My department's IT support
staff
F
G
U
A
26
74
Q2e. Peers or colleagues
59
Q2b. IST Service Desk
F
G
U
A
MOR Associates, Inc.
41
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#OMPUTER3ECURITY| 63
Q26a
All
F
G
U
A
Q26b
All
F
G
U
A
Q26c
Q5
All
All
F
F
G
G
U
U
A
A
Q26d
Q20
All
F
All
G
F
U
G
A
U
A
Q22
All
F
G
U
A
Q27
All
F
G
U
A
Other people's Social Security numbers or birth dates
Less Than
Monthly
20%
25%
10%
16%
21%
Never Count
65%
663
68%
293
74%
133
72%
105
40%
132
Less Than
Monthly
7%
5%
7%
9%
11%
Never
88%
94%
85%
86%
81%
Count
661
292
133
105
131
Never
37%
2%
47%
72%
76%
Count
662
294
133
105
130
Other people's salary or other financial information
Have you visited IST's software website
Less Than
at any time in the past year?
Monthly
Daily
Weekly
Monthly
Never
Not
5%
5%
9%
18%
63%
Sure Count
Yes
No
6%
10%
24%
57%
35% 2% 52%
14%
653
3%
11%
83%
46% 1% 42%
12%
2873%
3%
3%
5%
13%
76%
30%
57%
13%
133
7%
15%
15%
47%
18%18% 56%
26%
105
Count
652
287
133
101
131
Daily
5%
1%
3%
3%
18%
Weekly
5%
2%
5%
3%
11%
Monthly
6%
3%
8%
6%
10%
Other people's medical records
Daily
2%
0%
4%
0%
4%
Weekly
1%
0%
3%
2%
2%
Monthly
2%
1%
2%
4%
2%
Have yougrades
visited the IST Service Catalog web site
Student
in the last six months?
Less Than
Not
Daily
Weekly
Monthly
Monthly
Sure Count
Yes
No
5%
16%
17%
25%
15%
67%
18%
669
8%
27%
29%
34%
16%
69%
15%
299
2%
11%
12%
28%
10%
74%
16%
134
1%
6%
9%
12%
11%
65%
24%
105
6%
2%
4%
12%
21%
57%
21%
131
27%
64%
9%
128
Do you manage any aspect of
the security for your computer?
Yes
No Count
71%
29%
661
78%
22%
294
83%
17%
132
84%
16%
105
34%
66%
130
Are you aware of campus procedures
for protection of sensitive info?
Yes
No Count
46%
54%
601
53%
47%
252
28%
72%
128
24%
76%
102
68%
32%
119
MOR Associates, Inc.
64 | #OMPUTER3ECURITYs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs$ATA"ACKUP| 65
Data Backup
MOR Associates, Inc.
66 | $ATA"ACKUPs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Agreement with Specified Statements
Q28a. It's important to have daily
backups of my desktop data
files.
Q28f. I would use an automated
backup system if it were easier
to setup.
Q28e. I would use an automated
backup system if it were
cheaper.
Q28d. My desktop data files are
occasionally backed up to a
locally attached storage device
such as another hard drive, flash
14
17
21
32
Mean
N
4.94
407
4.78
288
4.66
268
4.03
358
3.44
373
2.92
360
86
83
79
68
F
A
51
49
Q28b. I understand the options
available for desktop backup.
Q28c. My desktop data files are
automatically backed up daily to
a departmental or central server.
F
A
MOR Associates, Inc.
62
38
G
U
A
3.45
3.96
3.48
14%
10%
14%
45%
14%
3%
29
7%
11%
4%
46%
21%
11%
28
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs$ATA"ACKUP|
11%
13%
17%
39%
15%
4%
46
67
Q28a
It's important to have daily backups of my desktop data files.
All
F
A
Mean
4.94
4.94
4.94
Q28b
I understand the options available for desktop backup.
All
F
A
Mean
3.44
3.38
3.59
Q28c
My desktop data files are automatically backed up daily to a departmental or central server.
All
F
A
Mean
2.92
2.39
4.30
Q28d
My desktop data files are occ. backed up to a locally attached storage device such as another hard drive, flash drive or C
All
F
A
Mean
4.03
4.36
2.94
Q28e
I would use an automated backup system if it were cheaper.
All
F
A
Mean
4.66
4.71
4.39
Q28f
I would use an automated backup system if it were easier to setup.
All
F
A
Mean
4.78
4.87
4.40
Strongly
Disagree
2%
2%
1%
Strongly
Disagree
14%
17%
9%
Strongly
Disagree
41%
51%
15%
Strongly
Disagree
18%
15%
30%
Strongly
Disagree
7%
7%
9%
Strongly
Disagree
6%
5%
9%
Disagree
5%
4%
6%
Disagree
23%
23%
23%
Disagree
17%
20%
10%
Disagree
10%
6%
25%
Disagree
6%
5%
9%
Disagree
4%
3%
7%
Somewhat Somewhat
Disagree
Agree
7%
14%
9%
13%
4%
17%
Somewhat Somewhat
Disagree
Agree
13%
17%
12%
17%
16%
19%
Somewhat Somewhat
Disagree
Agree
4%
4%
5%
1%
1%
10%
Somewhat Somewhat
Disagree
Agree
4%
12%
4%
12%
4%
12%
Somewhat Somewhat
Disagree
Agree
8%
12%
8%
12%
7%
16%
Somewhat Somewhat
Disagree
Agree
7%
13%
8%
12%
5%
19%
Agree
27%
26%
31%
Strongly
Agree
45%
46%
41%
Count Std. Dev. 95% CI+407
1.27
0.12
290
117
Agree
17%
16%
20%
Strongly
Agree
15%
15%
14%
Count Std. Dev. 95% CI+373
1.68
0.17
272
101
Agree
14%
8%
32%
Agree
30%
33%
19%
Agree
25%
25%
27%
Agree
30%
28%
36%
Strongly
Agree
20%
15%
32%
Count Std. Dev. 95% CI+360
2.05
0.21
260
100
Strongly
Agree
26%
31%
10%
Count Std. Dev. 95% CI+358
1.86
0.19
275
83
Strongly
Agree
41%
43%
32%
Count Std. Dev. 95% CI+268
1.57
0.19
224
44
Strongly
Agree
40%
44%
24%
Count Std. Dev. 95% CI+288
1.43
0.17
230
58
MOR Associates, Inc.
68 | $ATA"ACKUPs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#AL.ET)$| 69
CalNet ID
MOR Associates, Inc.
35
65
Q25c. Effectiveness of
70
| #AL.ET)$s5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
documentation
and instructions
in recovering from attacks
3.79
171
Satisfaction with Aspects of Using CalNet IDs
Mean
N
4.92
620
4.61
395
Mean
N
4.35
604
9
91
Q29a. Ease of activating your ID
for use across campus
14
86
Q29b. Ease of changing your
passphrase
Satisfaction with the Overall Level of IT Services
15
Q30a. Berkeley IT services
overall
MOR Associates, Inc.
85
G
U
A
Q29a
All
F
G
U
A
Q29b
All
F
G
U
A
Q30a
All
F
G
U
A
Q31a
All
F
G
U
A
Q31b
All
F
G
U
A
Q32a
All
G
U
Q32b
All
G
U
Q32c
All
G
U
3.84
3.97
3.94
0%
6%
3%
10% 26% 35% 29%
0%
31
13%
3% 32% 45%
0%
31
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#AL.ET)$|
6%
19% 42% 23%
6%
31
71
Ease of activating your ID for use across campus
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.92
1%
3%
4% 15% 46% 30%
620
1.05
0.08
4.85
1%
4%
5% 15% 47% 28%
284
4.83
1%
3%
7% 17% 46% 27%
120
5.28
0%
1%
1% 12% 40% 45%
97
4.90
3%
3%
3% 14% 51% 27%
119
Ease of changing your passphrase
Mean
VD
D
SD
SS
S
4.61
3%
5%
6% 21% 44%
4.56
3%
6%
6% 19% 48%
4.46
6%
3% 10% 27% 30%
4.72
0%
7% 10% 16% 38%
4.78
4%
1%
1% 23% 49%
Berkeley IT services overall
Mean
VD
D
SD
4.35
1%
5%
9%
4.09
2%
7% 12%
4.45
0%
5%
8%
4.62
0%
2%
5%
4.61
2%
1%
5%
SS
33%
39%
29%
29%
26%
S
47%
36%
54%
55%
61%
VS
21%
17%
24%
29%
22%
Count Std. Dev. 95% CI+395
1.20
0.12
185
70
58
82
VS
5%
3%
4%
8%
6%
Count Std. Dev. 95% CI+604
0.97
0.08
269
120
95
120
ITS takes a "customer-oriented" approach to helping you
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.10
6%
8% 13% 27% 39%
8%
362
1.28
0.13
3.74
8% 12% 19% 26% 30%
5%
170
4.21
7%
2%
9% 38% 36%
9%
58
4.46
0%
4% 10% 27% 52%
6%
48
4.56
2%
6%
5% 22% 51% 14%
86
ITS keeps the IT systems up and running
Mean
VD
D
SD
SS
S
4.78
0%
2%
4% 22% 57%
4.78
0%
2%
3% 24% 53%
4.70
0%
3%
3% 27% 54%
4.82
0%
2%
4% 18% 64%
4.82
1%
1%
4% 16% 65%
VS
15%
17%
13%
13%
13%
Count Std. Dev. 95% CI+484
0.84
0.08
233
94
56
101
E-Grades
Mean
VD
4.55
3%
4.60
4%
4.51
2%
D
4%
4%
4%
SD
5%
7%
4%
SS
29%
19%
38%
S
44%
49%
38%
VS
16%
18%
15%
Count Std. Dev. 95% CI+112
1.11
0.20
57
55
Bear Facts
Mean
VD
4.64
2%
4.56
2%
4.74
1%
D
4%
5%
4%
SD
7%
7%
7%
SS
22%
24%
19%
S
46%
45%
47%
VS
19%
17%
22%
Count Std. Dev. 95% CI+234
1.10
0.14
130
104
Course enrollment/waitlist
Mean
VD
D
SD
SS
4.30
2%
8% 12% 25%
4.38
3%
7%
9% 25%
4.20
2% 10% 15% 26%
S
40%
44%
35%
VS
13%
13%
13%
Count Std. Dev. 95% CI+220
1.21
0.16
117
103
MOR Associates, Inc.
72 | #AL.ET)$s5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3TUDENT2EGISTRATION3YSTEMS| 73
Student Registration
Systems
MOR Associates, Inc.
U
74 | 3TUDENT2EGISTRATION3YSTEMSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
A
Satisfaction with Specified Student Registration Systems
13
Q32b. Bear Facts
12
Satisfaction with Aspects of Student Registration Systems
Q33b. Performance of the
student registrationservice once
you've gained access
24
Q33a. Availability of the student
registration service
See
!PPENDIX
A
4.55
112
4.30
220
4.29
111
4.24
226
Mean
N
4.54
214
4.21
214
76
Q32e. Tele-BEARS
14
234
74
Q32d. Degree Audit Report
(DARSweb)
24
4.64
78
Q32c. Course enrollment/waitlist
26
N
88
Q32a. E-Grades
22
Mean
87
86
76
Q34. What would most increase your satisfaction with student registration systems?
MOR Associates, Inc.
G
U
A
4.70
0%
3%
3% 27% 54% 13%
94
4.82
0%
2%
4% 18% 64% 13%
56
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs3TUDENT2EGISTRATION3YSTEMS|
4.82
1%
1%
4% 16% 65% 13%
101
Q32a
All
G
U
Q32b
All
G
U
Q32c
All
G
U
Q32d
All
G
U
Q32e
All
G
U
Q33a
All
G
U
Q33b
All
G
U
Q35a
All
F
A
Q35b
All
F
A
Q35c
All
F
A
E-Grades
Mean
VD
4.55
3%
4.60
4%
4.51
2%
D
4%
4%
4%
SD
5%
7%
4%
SS
29%
19%
38%
S
44%
49%
38%
VS
16%
18%
15%
Count Std. Dev. 95% CI+112
1.11
0.20
57
55
Bear Facts
Mean
VD
4.64
2%
4.56
2%
4.74
1%
D
4%
5%
4%
SD
7%
7%
7%
SS
22%
24%
19%
S
46%
45%
47%
VS
19%
17%
22%
Count Std. Dev. 95% CI+234
1.10
0.14
130
104
Course enrollment/waitlist
Mean
VD
D
SD
SS
4.30
2%
8% 12% 25%
4.38
3%
7%
9% 25%
4.20
2% 10% 15% 26%
S
40%
44%
35%
VS
13%
13%
13%
Count Std. Dev. 95% CI+220
1.21
0.16
117
103
Degree Audit Report (DARSweb)
Mean
VD
D
SD
SS
4.29
3% 11% 13% 18%
4.54
0% 10%
5% 18%
4.15
4% 11% 17% 18%
S
41%
54%
33%
VS
15%
13%
17%
Count Std. Dev. 95% CI+111
1.32
0.25
39
72
Tele-BEARS
Mean
VD
4.24
5%
4.31
6%
4.17
5%
S
38%
41%
34%
VS
14%
14%
14%
Count Std. Dev. 95% CI+226
1.31
0.17
123
103
Availability of the student registration service
Mean
VD
D
SD
SS
S
VS
4.21
3%
6% 15% 28% 39%
9%
4.15
5%
8% 11% 26% 43%
8%
4.28
1%
2% 21% 30% 35% 11%
Count Std. Dev. 95% CI+214
1.18
0.16
120
94
D
6%
5%
8%
SD
12%
11%
15%
SS
25%
24%
25%
75
Performance of the student registration service once you've gained access
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.54
1%
1% 12% 27% 44% 14%
214
1.00
0.13
4.59
3%
1%
9% 24% 50% 13%
119
4.48
0%
1% 16% 32% 37% 15%
95
Usability of the CalAgenda program
Mean
VD
D
SD
SS
S
3.96
8% 11% 12% 22% 39%
3.54 13% 16% 13% 24% 29%
4.32
3%
7% 11% 21% 47%
Synching CalAgenda with mobile devices
Mean
VD
D
SD
SS
S
2.19 49% 19%
9% 12%
8%
1.92 58% 21%
2% 13%
2%
2.67 33% 15% 22% 11% 19%
VS
8%
5%
10%
Count Std. Dev. 95% CI+179
1.41
0.21
83
96
VS
3%
4%
0%
Count Std. Dev. 95% CI+75
1.49
0.34
48
27
Scheduling meetings with people across campus using CalAgenda
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.07
5% 12% 11% 24% 38% 10%
156
1.35
0.21
3.77
7% 19% 10% 26% 29%
9%
69
4.31
3%
7% 11% 22% 46% 10%
87
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#AL!GENDA| 77
CalAgenda
MOR Associates, Inc.
78 | #AL!GENDAs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Satisfaction with Aspects of CalAgenda
Q35c. Scheduling meetings with
people across campus using
CalAgenda
28
31
Mean
N
4.07
156
3.96
179
3.74
125
2.19
75
Mean
N
3.74
181
72
69
Q35a. Usability of the
CalAgenda program
F
A
35
65
Q35d. CalAgenda website
F
A
77
23
Q35b. Synching CalAgenda with
mobile devices
F
A
Satisfaction with CalAgenda Overall
36
Q36a. CalAgenda overall
F
A
MOR Associates, Inc.
64
All
G
U
Q33a
All
G
U
Q33b
All
G
U
Q35a
All
F
A
Q35b
All
F
A
Q35c
All
F
A
Q35d
All
F
A
Q36a
All
F
A
4.24
4.31
4.17
5%
6%
5%
6% 12% 25% 38% 14%
226
1.31
0.17
5% 11% 24% 41% 14%
123
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs#AL!GENDA|
8% 15% 25% 34% 14%
103
Availability of the student registration service
Mean
VD
D
SD
SS
S
VS
4.21
3%
6% 15% 28% 39%
9%
4.15
5%
8% 11% 26% 43%
8%
4.28
1%
2% 21% 30% 35% 11%
79
Count Std. Dev. 95% CI+214
1.18
0.16
120
94
Performance of the student registration service once you've gained access
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.54
1%
1% 12% 27% 44% 14%
214
1.00
0.13
4.59
3%
1%
9% 24% 50% 13%
119
4.48
0%
1% 16% 32% 37% 15%
95
Usability of the CalAgenda program
Mean
VD
D
SD
SS
S
3.96
8% 11% 12% 22% 39%
3.54 13% 16% 13% 24% 29%
4.32
3%
7% 11% 21% 47%
Synching CalAgenda with mobile devices
Mean
VD
D
SD
SS
S
2.19 49% 19%
9% 12%
8%
1.92 58% 21%
2% 13%
2%
2.67 33% 15% 22% 11% 19%
VS
8%
5%
10%
Count Std. Dev. 95% CI+179
1.41
0.21
83
96
VS
3%
4%
0%
Count Std. Dev. 95% CI+75
1.49
0.34
48
27
Scheduling meetings with people across campus using CalAgenda
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.07
5% 12% 11% 24% 38% 10%
156
1.35
0.21
3.77
7% 19% 10% 26% 29%
9%
69
4.31
3%
7% 11% 22% 46% 10%
87
CalAgenda website
Mean
VD
D
3.74 10% 12%
3.33 14% 16%
4.09
7%
9%
SD
13%
19%
7%
SS
30%
30%
29%
S
28%
16%
38%
VS
7%
5%
9%
Count Std. Dev. 95% CI+125
1.44
0.25
57
68
CalAgenda overall
Mean
VD
D
3.74 11% 13%
3.13 19% 19%
4.27
4%
7%
SD
12%
15%
9%
SS
26%
26%
26%
S
31%
17%
44%
VS
7%
4%
9%
Count Std. Dev. 95% CI+181
1.47
0.21
84
97
MOR Associates, Inc.
80 | #AL!GENDAs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs)34/VERALL| 81
IST Overall and IST
Service Attributes
MOR Associates, Inc.
14
86
Q29b.
Ease of changing your
82
| )34/VERALLs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
4.61
passphrase
Satisfaction with the Overall Level of IT Services
15
Satisfaction with Aspects of Services Provided by IST
26
N
4.35
604
Mean
N
4.78
484
4.10
362
Mean
N
4.64
234
4.55
112
4.30
220
4.29
111
4.24
226
Mean
N
4.54
214
94
Q31b. Keeps the IT systems up
and running
Q31a. Takes a "customeroriented" approach to helping
you
Mean
85
Q30a. Berkeley IT services
overall
6
395
74
F
G
U
A
Satisfaction with Specified Student Registration Systems
13
87
Q32b. Bear Facts
12
88
Q32a. E-Grades
22
78
Q32c. Course enrollment/waitlist
26
74
Q32d. Degree Audit Report
(DARSweb)
24
76
Q32e. Tele-BEARS
MOR
Associates, Inc.
Satisfaction
with Aspects of Student Registration Systems
Q33b. Performance of the
student registrationservice once
14
86
G
U
A
Q30a
All
F
G
U
A
Q31a
All
F
G
U
A
Q31b
All
F
G
U
A
Q32a
All
G
U
Q32b
All
G
U
Q32c
All
G
U
4.46
4.72
4.78
6%
0%
4%
3% 10% 27% 30% 24%
70
7% 10% 16% 38% 29%
58
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs)34/VERALL|
1%
1% 23% 49% 22%
82
Berkeley IT services overall
Mean
VD
D
SD
4.35
1%
5%
9%
4.09
2%
7% 12%
4.45
0%
5%
8%
4.62
0%
2%
5%
4.61
2%
1%
5%
SS
33%
39%
29%
29%
26%
S
47%
36%
54%
55%
61%
VS
5%
3%
4%
8%
6%
83
Count Std. Dev. 95% CI+604
0.97
0.08
269
120
95
120
ITS takes a "customer-oriented" approach to helping you
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.10
6%
8% 13% 27% 39%
8%
362
1.28
0.13
3.74
8% 12% 19% 26% 30%
5%
170
4.21
7%
2%
9% 38% 36%
9%
58
4.46
0%
4% 10% 27% 52%
6%
48
4.56
2%
6%
5% 22% 51% 14%
86
ITS keeps the IT systems up and running
Mean
VD
D
SD
SS
S
4.78
0%
2%
4% 22% 57%
4.78
0%
2%
3% 24% 53%
4.70
0%
3%
3% 27% 54%
4.82
0%
2%
4% 18% 64%
4.82
1%
1%
4% 16% 65%
VS
15%
17%
13%
13%
13%
Count Std. Dev. 95% CI+484
0.84
0.08
233
94
56
101
E-Grades
Mean
VD
4.55
3%
4.60
4%
4.51
2%
D
4%
4%
4%
SD
5%
7%
4%
SS
29%
19%
38%
S
44%
49%
38%
VS
16%
18%
15%
Count Std. Dev. 95% CI+112
1.11
0.20
57
55
Bear Facts
Mean
VD
4.64
2%
4.56
2%
4.74
1%
D
4%
5%
4%
SD
7%
7%
7%
SS
22%
24%
19%
S
46%
45%
47%
VS
19%
17%
22%
Count Std. Dev. 95% CI+234
1.10
0.14
130
104
Course enrollment/waitlist
Mean
VD
D
SD
SS
4.30
2%
8% 12% 25%
4.38
3%
7%
9% 25%
4.20
2% 10% 15% 26%
S
40%
44%
35%
VS
13%
13%
13%
Count Std. Dev. 95% CI+220
1.21
0.16
117
103
See
!PPENDIX
A
Q37. What is one thing IST could do that would
make it easier for you to do your UC Berkeley work?
Q38. Is there anything we didn’t ask about that you would like to comment on?
MOR Associates, Inc.
84 | )34/VERALLs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs.EWOR)MPROVED3ERVICES| 85
New or Improved Services
MOR Associates, Inc.
86 | .EWOR)MPROVED3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Importance of Specified Existing and Potential New Services
8
Mean
N
5.38
655
4.75
600
4.52
636
4.16
597
3.99
572
3.90
601
3.76
599
92
Q1b. Wireless access
everywhere on campus
F
G
U
A
20
80
Q1d. Improved remote access
25
75
Q1h. Improved spam blocking
33
67
Q1g. High-performance
computing for research
F
G
U
A
35
65
Q1e. Collaboration software
(wikis, file storing and sharing)
37
63
Q1a. A university-wide
calendaring system
F
G
U
A
44
Q1f. Assistance with creating
and Associates,
maintaining
MOR
Inc.websites, blogs
F
56
F
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs.EWOR)MPROVED3ERVICES| 87
G
U
A
Importance of Specified Existing and Potential New Services
8
44
Mean
N
5.38
3.76
655
599
4.75
3.61
600
530
4.52
636
4.16
597
3.53
385
2.80
428
3.99
572
92
56
Q1b.Assistance
Wireless access
Q1f.
with creating
everywhere
on campus
and
maintaining
websites, blogs
F
F
G
G
U
U
A
A
20
47
80
53
Q1d. Personal
Improvedweb
remote
access
Q1c.
hosting
F
Q1h. Improved spam blocking
75
G
U
Q1g. High-performance
computing for research
25
33
67
A
F
50
50
Q1i. Digital asset management
G
and conservation services
U
Q1j. Tools for managing
collections of physical objects
67
33
A
35
F
Q1e. Collaboration software
(wikis, file storing and sharing)G
65
U
A
MOR Associates, Inc.
88 | .EWOR)MPROVED3ERVICESs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Q1a
All
F
G
U
A
Q1b
All
F
G
U
A
Q1c
All
F
G
U
A
Q1d
All
F
G
U
A
Q1e
All
F
G
U
A
Q1f
All
F
G
U
A
A university-wide calendaring system
Mean 1-VU
2
3
4
5
3.90 15% 13%
9% 18% 19%
3.47 21% 17%
9% 20% 15%
3.55 17% 17% 13% 18% 18%
4.55
5%
7%
5% 22% 31%
4.67
6%
7% 10% 10% 21%
6-VI
25%
19%
17%
30%
44%
Count Std. Dev. 95% CI+601
1.78
0.14
264
120
91
126
Wireless access everywhere on campus
Mean 1-VU
2
3
4
5
5.38
3%
2%
3%
7% 15%
5.40
3%
2%
2%
6% 16%
5.78
1%
1%
1%
1%
7%
5.61
0%
1%
1%
7% 18%
4.75
8%
5%
8% 13% 17%
6-VI
70%
70%
88%
73%
50%
Count Std. Dev. 95% CI+655
1.21
0.09
296
134
99
126
Personal web hosting
Mean 1-VU
2
3
3.61 14% 15% 18%
3.84 11% 14% 17%
3.62 15% 15% 16%
3.53 13% 15% 21%
3.07 20% 20% 20%
4
19%
17%
20%
22%
23%
5
17%
21%
16%
17%
9%
6-VI
17%
21%
18%
13%
8%
Count Std. Dev. 95% CI+530
1.65
0.14
248
114
72
96
Improved remote access
Mean 1-VU
2
3
4.75
3%
6% 11%
4.72
4%
7% 11%
4.86
3%
5%
8%
4.73
1%
5% 14%
4.72
3%
5%
9%
4
14%
12%
16%
16%
15%
5
26%
24%
24%
25%
33%
6-VI
41%
42%
44%
38%
34%
Count Std. Dev. 95% CI+600
1.40
0.11
279
126
79
116
Collaboration software (wikis, file storing and sharing)
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+3.99
7% 12% 16% 24% 23% 18%
572
1.49
0.12
3.97
7% 13% 16% 24% 21% 19%
263
4.14
7% 12% 10% 24% 27% 20%
122
3.93
5%
9% 23% 28% 23% 12%
82
3.91
9% 14% 14% 21% 24% 18%
105
Assistance with creating and maintaining websites, blogs
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+3.76 12% 15% 17% 18% 17% 21%
599
1.68
0.13
4.20
7% 13% 14% 16% 19% 31%
285
3.16 20% 21% 18% 17% 14% 10%
125
3.15 13% 22% 28% 17% 12%
7%
82
3.78 14% 10% 16% 21% 21% 18%
107
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs.EWOR)MPROVED3ERVICES| 89
Q1g
All
F
G
U
A
Q1h
All
F
G
U
A
Q1i
All
F
G
U
A
Q1j
All
F
G
U
A
Q7a
All
F
G
U
A
Q9a
All
F
G
U
A
High-performance computing for research
Mean 1-VU
2
3
4
5 6-VI
4.16 12% 10% 11% 16% 19% 32%
4.02 14% 11% 12% 17% 12% 34%
4.32 10% 10% 11% 10% 27% 32%
4.82
1%
4%
7% 23% 29% 36%
3.70 21% 11% 13% 13% 17% 26%
Count Std. Dev. 95% CI+597
1.75
0.14
282
124
97
94
Improved spam blocking
Mean 1-VU
2
3
4.52
3%
8% 13%
4.62
2%
7% 13%
4.17
6% 11% 16%
4.50
3%
9% 12%
4.68
3%
8% 11%
Count Std. Dev. 95% CI+636
1.45
0.11
295
129
92
120
4
17%
16%
18%
23%
16%
5
25%
28%
24%
17%
22%
6-VI
34%
34%
25%
36%
41%
Digital asset management and conservation services
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+3.53 16% 13% 21% 17% 19% 14%
385
1.64
0.16
3.58 15% 15% 18% 15% 21% 15%
188
3.46 14% 17% 25% 14% 15% 15%
72
3.52 12%
7% 29% 29% 14%
9%
58
3.46 22%
9% 18% 15% 22% 13%
67
Tools for managing collections of physical objects
Mean 1-VU
2
3
4
5 6-VI Count Std. Dev. 95% CI+2.80 34% 16% 17% 12%
9% 11%
428
1.73
0.16
2.47 41% 18% 16%
9%
6%
9%
223
2.86 34% 16% 14% 14%
8% 14%
73
3.61 13% 11% 23% 23% 13% 16%
61
3.08 30% 11% 20% 11% 17% 11%
71
IST communications during major service interruptions
Mean
VD
D
SD
SS
S
VS Count Std. Dev. 95% CI+4.11
3%
8% 16% 29% 37%
8%
332
1.20
0.13
4.01
4%
8% 19% 28% 33%
8%
158
4.46
4%
4%
6% 25% 52% 10%
52
3.82
3% 13% 21% 34% 21%
8%
38
4.24
1%
7% 14% 29% 42%
7%
84
Wired network performance
Mean
VD
D
SD
SS
4.71
1%
4%
6% 21%
4.64
2%
5%
8% 20%
4.65
0%
5%
3% 28%
4.85
0%
3%
4% 23%
4.82
1%
3%
4% 19%
S
46%
44%
49%
43%
51%
VS
21%
22%
15%
26%
22%
Count Std. Dev. 95% CI+585
1.06
0.09
286
94
91
114
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-1
Appendix A
The Full Text of
Written Comments
MOR Associates, Inc.
A-2 | !PPENDIX!4EXT#OMMENTSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
3C9JCVYQWNFJGNRYKVJ+56EQOOWPKECVKQPUFWTKPIOCLQTUGTXKEGKPVGTTWRVKQPU!
The reponses to this questions have been sorted by cohort and then by satisfaction rating with IST
communications during major service interruptions (in parentheses).
f: (VS): blast phone message to all campus telephones
f: (S): text messages to phones + email
f: (S): some alternative for schools accessing our content
f: (S): phone link
f: (S): good info on how long I should spend at the beach-no point in Berkeley if no internet
f: (S): A system like “WarnMe” for individuals interested in being kept updated during the interruption.
f: (SS): text message to phone -- not much good getting e-mails when the server is down!
f: (SS): Produce sticker with IST web address remaining online during major system failures
f: (SS): not have major service interruptions
f: (SS): More detailed updates
f: (SS): Keeping the IT people in my department informed
f: (SS): If we could find out via a news outlet that there was a campus problem
f: (SS): I call, it seems to work. I don’t know if therre’s a way of sending out bulletins electronically.
f: (SS): faster posting to the outage page, more frequent updates re progress
f: (SS): email notification
f: (SD): text message system
f: (SD): Restoring service.
f: (SD): prominent message on the websites of the affected service; bulletin on the main IS&T website
f: (SD): out of band communications, e.g., via SMS or gmail
f: (SD): Inforamation on webpage; campus radio. For very serious events, ability to contact outside individu
f: (SD): Have we ever had a major service disruption?
f: (SD): be succinct, mitigate jargon
f: (SD): An external web site where one could check the status of services
f: (D): Need to improve speed of response. I have found it difficult to connect with a live person.
f: (D): emails in advance or clear postings on the website
F$#OMMUNICATIONSWITHIN)34NEEDTOBEIMPROVEDSOTHAT!,,YOURSTAFFKNOWSWHATSHAPPENING
f: (D): Communication in lay terms and with unit IT helpdesk to disseminate and interpret impact on unit.
f: (VD): short description, precise explanation what is affected and what not
f: (VD): A message on the telephone answering machine OR notice on website
f: (No Rating): Yes, if I knew what to do.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-3
f: (No Rating): Our department needs more computing staff to help faculty
f: (No Rating): external information source (off campus website)
g: (S): Upfront notice of unavailability
g: (S): additional updates, eta for corrections, etc. more frequent and informative communications.
g: (SD): a more well known location to check
g: (No Rating): I don’t think I have received any communications from IST
g: (No Rating): I don’t recall ever receiving a communication from IST. I hear from my department (IRIS).
g: (No Rating): GIS Map showing the service areas effected, cause of interruption if known, and est. rest. time
u: (SS): I haven’t really had a problem with this - just once, so I don’t see the need for much improvement.
u: (D): Not having interruptions
A63.OTIFICATIONTHROUGHACOMMUNICATIONSTREEWINDICATIONOFSEVERITYSEVANDESTRESTTIME
a: (VS): I subscribe to the updates, been pretty happy with those.
a: (S): nothing more. it’s the interruption that impacts my own work.
a: (S): Not only email but text messages as well as timely updates.
a: (S): Maybe a recorded message that can be called with status info if the network is down.
a: (S): Don’t use jargon and address the question: How does this affect me?
a: (SS): Wireless
a: (SS): Frequent updates. During power outages, getting status updates allow better decision making.
a: (SD): text messages to department points-of-contact for major outages
a: (SD): Text message noting the expected duration of outage (approximation)
a: (SD): Push text message to my pda
a: (SD): more frequent updates to webpage listing progress with repairs
a: (SD): faster posting on the IST status page
a: (SD): advance warning? i know that is sometimes impossible. it’s really hard for employees to not worry...
a: (D): telephone notification that service is down with updates on when service will be resumed.
a: (D): Inform appropriate person in the department.
a: (D): Fast response. We waited way too long for service when our subnet has gone down.
a: (No Rating): if the serive interruption is planned an email 24 hours earlier
a: (No Rating): If it’s a major service interruption it seems the only way to communicate would be by messenger.
a: (No Rating): I usually find out because something doesn’t work. Not because I’ve been notified.
a: (No Rating): error messages with info on the webpage
a: (No Rating): Being able to phone one number to find out what’s happening.
a: (No Rating): An email communique
MOR Associates, Inc.
A-4 | !PPENDIX!4EXT#OMMENTSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
39JCVYQWNFOQUVKPETGCUG[QWTUCVKUHCEVKQPYKVJUVWFGPVTGIKUVTCVKQPU[UVGOU!
The reponses to this questions have been sorted by cohort
g: 24 hour availability; better organization of information and interconnectivity of systems (i.e. you should not have
to log into two different systems to find your tele-bears appt. and to use telebears)
g: accurate and timely updates of seats available. if a class is full, possibly suggestions of other sections. seeing your
registered classes at all times to see if the suggested section will fit into your schedule.
g: Being able to register during working hours any time
g: Better notification/reminders about pass times for class registration.
g: CCN and course number correspondence; maybe a history page so searches don’t have to be reentered from scratch
g: cleaner interface and streamlining of functions (grades, registration, rosters, etc.)
g: Clearer and more intuitive layout
g: clearer instructions on available times to register for courses
g: combine telebears and bearfacts.
g: Combine/Integrate Tele-BEARS, Bear Facts, etc into ONE system. It’s absurd that I have to log into 2 different
systems to check my grades and to enroll in classes.
g: constant access
g: create single portal, today they seem disjoint
g: don’t have internet programs function based on working hours, don’t link repeatidly to the same thing (ie, click on
student section, click on student again, log in) just have the log in on the first page. make telebears and bear facts the
same thing bc I can’t remember the difference between them and always get the wrong one.
g: Eliminate all these different venues. Put my information all in one place, please. You have FIVE DIFFERENT
systems. That’s ridiculous.
g: For class registration it’s annoying not even being able to view my schedule in the evening. I can understand not
being able to change it, but really, do the computers get tired and sleep at night?
g: I don’t understand why there are certain times of day I can’t access the system. I’m sure there’s some reasoning that
is making is easier for IT or the administration, but I’d like to actually hear it. (i.e. can’t register for classes on certain
dates/times; can’t access financial aid package after 7 p.m.!?!?)
g: I would like to be albe to drop classes after the deadline without a petition (ie just online)
g: In the case where course enrollment is unavailable, but waitlisting is available, a failed enrollment attempt should
prompt an offer to waitlist the course. If waitlisting is also unavailable, then a notification stating that should be given.
GITSEEMSTOTAKEAWHILETOACTUALLYUPDATEINFORMATIONDAYS3EEMSEXCESSIVE
g: it should be available 24 hours, should have linking directly to course catalog (i.e. you shouldn’t have to type in
CCN’s), and telebears/bearfacts/etc should all be integrated into one sensible website.
g: Keyword search through course descriptions
g: longer registration periods
g: Make it modern, i.e. not dependent on an ages-old backend with limited availability.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-5
g: minimizing the amount of pages to click through to get to what I want, and having to leave a site for a pop up to
continue what I’m doing
g: More detailed unofficial transcripts, better interface for Bear Facts
g: More info about category restrictions and remove Jr. Sr. or other status restrictions for enrollment
g: more open hours for students who missed their registration pass
G-OREUSERFRIENDLY)WENTTO5#,!FORMYUNDERGRADANDTHEYHADEVERYTHINGHOUSEDINONEONLINESYSTEM
(URSA) and registraction was more point and click, not needing to remember CCNs
g: One shouldn’t have to go to a separate website to look up CCNs.
g: open access
g: point and click adding
g: Reminders about my access time just before would be nice. This semester I was traveling to a conference and in my
rush I forgot about the phase 1 registration.
g: some sort of interface between the schedule of classes and tele-bears that would elliminate the need to copy and
paste the course number. perhaps we could just click the course number and it would enroll us.
g: System seem outdated and clunky.
G4HENAVIGATIONISCONFUSING,INKINGTOCOURSEDESCRIPTIONSWOULDBEHELPFUL
g: too many disparate systems. Need to centralize.
u: A more user-friendly interface would be nice (sometimes it’s hard to find things)
u: An automated system that selects a nonconflicting time for all class schedules.
U"RING4ELE"%!23INTOTHESTCENTURY)4.%%$3!./6%2(!5,!3+!.9/.%
u: Clarification on waitlists, updated student catalog online
u: Condense class information into one service, not several (telebears + class schedule + general listing of courses +
dept. page is often needed for me to plan my schedule - can this be condensed into one program/service?)
u: Consolidation. Would be nice to have one page linked to bearfacts, telebears, calmail, DARS, ebill, etc.
u: DARS doesn’t work for all majors. They need to make it work! I’m a history major and am constantly warned by
my department NEVER to use DARS - so it’s pointless for us.
u: DARSweb is unavailable for my major (Forestry and Natural resources)
u: for it not to crash
u: I think the process of enrolling online is about as efficient as can be; TeleBEARS should not log you out after just 10
MINUTESMAYBEOR
u: If the restriction on the number of times per semester a student can log in to Tele-Bears is removed.
u: If the waitlist would tell how many people total are on waitlist.
u: increased availability of telebears to students
u: It is confusing to have so many different pages and numbers to keep track of. It would be nice to have a way to see
all class and registration information on one page.
MOR Associates, Inc.
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U,ESSREDTAPEMOREACCESSIBILITY
u: longer time before timeout
u: Make everything more consistent and easier to use.
u: more available hours
u: More condesnded information, i.e a FAQ page
u: more registration hours
U/RGANIZETELEBEARSLIKE5#,!SSYSTEM
u: Please include a scheduling calender system to aid in course selection
u: Removing unnecessary screens before logging into Bearfacts. Also removing login limit for telebears.
u: TeleBears sometimes slow
u: Update course enrollment/waitlist on schedule website
u: Updates when status on Tele-bears changes (ie class time, professor, or place on waitlist changes.
u: upgrade interface of DARSweb
u: What I am most dissatisifed with is the schedule policies, not necessarily the systems
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-7
39JCVKUQPGVJKPI+PHQTOCVKQP5GTXKEGUCPF6GEJPQNQI[EQWNFFQVJCVYQWNF
OCMGKVGCUKGTHQT[QWVQFQ[QWTYQTM!
The reponses to this questions have been sorted by cohort.
f: (1) It would be great to have a cheaper, more usable backup solution. The current service (Iron Mountain as I
recall) is simply much, much too expensive for most laboratories.(2) It would be helpful if the campus had a more
systematic approach to campus-based cloud computing and storage.
f: across the board support for macs; remote access and compatability with all mobile devices (i realize this isn’t one)
f: Automated online backup.
f: automatically backing up my data
f: automating more of the campus business processes such as managing expense reports, improved online library
services, etc.
f: Availability of someone by telephone to answer questions
f: bandwidth here in Giannini
f: Be more available. The computer specialist available in my department (one among many departments serviced by
the same person) is too busy helping too many people and as I result I never rely on him but prefer to ask peers and
family members for help.
f: Be more Mac oriented!!!
f: Better access to computing resources.
f: better access to high performance computing
F"ETTERCALENDARSOFTWAREFORCAMPUSWITHBETTERLINKINGTOMOBILEDEVICES,ESSOUTOFDATESOFTWAREAVAILABLE)34
appears to lean towards older software.
f: better live help-- more technical assistance with people rather than web pages
f: better publicize services available to faculty
f: Better Spam control
f: Better WIFI for us and for guests
f: better wireless access, especially in the classrooms
f: better wireless coverage in Wheeler Hall
f: CalAgenda is impossible .. my only contact with College IT staff is how to figure out CalAgenda. I basically use
Apple’s iCal web site for all my staff.
f: Can’t tell the difference between TAMs, DOCS and IS&T. Slow response to requests.
f: Cell phones instead of landlines.
f: Cheap academic website hosting.
f: Cheap, automated backup for all devices, e.g. like Apple MobileMe. Campus wireless everywhere - crazy that you
have to go to Yali’s to get wireless in Tolman Hall.
f: Clarify the process for getting phone & data lines in a new lab.
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f: Come up with a functional e-mail system--I’m still using Eudora at home because I’m not ready for the disruption
of moving to Thunderbird, and Cal Mail is still horrible--clunky, unresponsive, difficult to use and generally a royal
pain--for all my other e-mail access. The one thing that has improved on CalMail is the Spam blocking.
f: Coordinate with my departmental IT staff. Provide them options for services for my department at reasonable
costs.
f: Do a better job of reaching the campus community with available services.
f: Easier automatic back up -- not clear my department computer tech understands the system. I pay for it but I don’t
think it is hooked up to anything.
f: easily accessible advice on setting up and maintaining my web-page
f: Easy, affordable, automatic data backup from desktop machines.Discounts on research-related software: Matlab,
Igor, statistics packages.
f: Electronic databases accessible through library website must be expanded
f: Eliminate Calmail and contract for a more user friendly mail program to use when it is not possible to use the POP
server.
f: email: continue campus wide email software like Eudora. Calmail is not convenient to use.
f: employ some decent and knowledgable people to help humanitiesprofessors
f: Even smaller departments such as my own should have more and less costly IT support!!!!!!!!!!!!!
f: Every classroom has good technology equipment including cables and complete instructions.
f: Faster access to email (remote server)
f: free, secure, cross-platform, automatic, off-site, continuous backups
f: ftp site or web sites for exchange of data with collaborators I currently use my own .mac account, the current available options on campus are not of sufficient capacity
f: Get everyone onto a single calendaring system that can sync with (almost) any mobile device.
f: Give me access to airbears or other wireless access
f: had continual problems syncing. I now have a Windows Mobile system and it’s better but not without problems.
Roger Rosenblum and Mimi Mugler have been very helpful. They are great.
f: Have a cheap backup option that is competitive with other organizations.
f: have a live-staff answer the phone when there’s a computer problem.
f: Have IT assistance available at the department/cluster level.
f: Have someone available to discuss and recommend options - or even to manage and install them - when I need new
hardware and software.
f: help with lab website updating/maintenance would be great.
f: Help with personal and departmental websites (we are a poor department and cannot afford the campus fees).
f: Help with transition to new operating systems such as VISTA
f: High bandwidth wired conncetivity on the south side of the campus
f: Hire more computer staff at the department level. My computer is often disfunctional for days at a time.
MOR Associates, Inc.
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f: I could most benefit from a session that would be run FOR HUMANISTS by a tech expert. I would like someone
to contact members of our department and invite them to sign up for a series of “how-to” sessions. Some could be
devoted to operating Word, some to MAC. A run through of the basics (including making an outline, sending photographs, using redline functions, etc) would be useful since I never have time to teach myself these things. I know that
I am not availing myself of half of what my software can do for me. But most important would be having assistance
in creating AND MAINTAINING a profession website. In the English department, faculty do not yet have homepages associated with the department site. No one knows how to do this--and those that do, don’t have the time to
constantly update and maintain these sites. Yet they are increasing important for our institutional visibility, both
within and outside UC Berkeley. In general, I think there is a huge gulf between the humanist’s computer needs and
the scientist’s. Since most tech support staff are not humanisits, we need to better convey to them the particular needs
(mostly software needs) we have for computing and email.
f: I didn’t know that there was a software center until last week - and this is my second year as a new faculty member!
So I strongly urge you to publicize IST services to incoming new faculty (you can work with Steve Tollefson (campus
teaching consultant) to figure it out).
f: I don’t know enough about IST to reply!
f: I dont use my phone services to link to email. I know its possible, but i havent taken the time to learn. Perhaps
making it more user friendly would help, but perhaps i’m just to busy to figure it out... Also, i cant get into
CalAgenda and i dont know why...
f: I think it’s insane that my unit does not have a server for data storage nor a backup system. It’s up to each individual
investigator to set up and manage their own system. Insane and really poor management decision.
f: I’d like them to visit me and give me support
f: I’d like to be able to see if there are voice mail messages on my phone waiting for me without having to pick up the
phone. I often forget to check and will miss messages for days.
f: If a person were easily available to help and to tell us about what we should be doing. I don’t know enough to even
figure out what I need to know!
F)F)CALLFORHELPATTHE(ELP$ESKTHATCALLSHOULDBESEAMLESSFORMEASTHECLIENT)DONTWANTTOBESENTTOOR
4 different people who maybe could help me, then turn out to be the wrong person. Please train your people well
enough to ask the right questions, then determine who needs to be called and send them to the customer. Don’t
assume that I am an expert. That’s why I call you.
f: If IST explained things better.
f: implement campus-wide calendaring system free of charge. Huge amounts of time wasted scheduling meetings by
email b/c most depts (including my own) do not subscribe to CalAgenda.
f: Improve bSpace
f: improve Calagenda, particularly for Mac systemsavoid creating web pages that are IE specific. More mac compatibility is required
f: Improve support for high performance computing.
f: Improve the availability and bandwidth of internet access - both wired and wi-fi -- across the campus.
f: Improve UCBackup reporting and provide user/admin tools to perform common tasks
f: Improve web interface - I’m having trouble sending mail from outside, so I’ve been using webmail, and it’s far too
clunky.
f: improve wireless services in all campus buildings, including Wheeler Hall
MOR Associates, Inc.
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f: Improved level of customer service and follow through to verify issue resolution.
f: increase calmail disk space
f: Increase e-mail quota.
f: increased disk space in my calmail account
f: Integrate all database systems on campus and provide greater faculty access to compensate for staff deficiencies in
campus administrative offices, dept. units, research services.
f: It ought to be easier to set up a large personal WEBsite, where visitors to my Department WEBside can click their
way to.
f: It seems that I’m really not aware of most of what IST does, so exposure to the range of services would be beneficial.
f: It would be great if you could make me more aware of what services you offer that I might be entitled to draw on.
For instance, I’d like to set up a nice web-page, but I don’t know exactly how to do it, and I don’t know where to turn
for help.
f: keep socrates or its equivalent available
f: Keep the scam down on email.
F,ESSJARGON
F,ETMESYNCHMYI0HONEWITH#AL!GENDA
F,IVEHELPAHELPDESK7HENPROBLEMSARRIVE)NEEDANIMMEDIATEANSWER4HELEVELOFSUPPORTISVERYSPOTTY
f: Make an easy-to-follow list of what I should do to manage my computer in various areas (security, backup, etc.) -- I
know nothing about computers and really need step-by-step instructions!
f: Make back ups easier, especially from my laptop
f: make calendar synching automatic and wireless
F-AKECAMPUSWIDEWIRELESSEASYTOCONNECTTOANDPORTABLETOALL/3S,INUX7INDOWS-AC)SHOULDONLYHAVE
to configure my machine once with any necessary secrets and then never have to type a darn thing when I open my
machine; it should connect automatically to a campus network. I hate having to type in my password onto a web
page every time I open the machine. I hate that the web page disables my browser’s password manager, so I have to
type in the passphrase by hand. I hate the DNS-hijacking that the wireless authentication system uses. I wish you’d
just enable WEP or something like that and let me install a WEP key once, so that thereafter my machine can automatically connect to the wireless network and authenticate it with no further passphrases or other nonsense.I specialize in computer security, but I don’t know of any persuasive security reason why the current AirBears approach would
be more secure than an alternate one along the lines I suggest. The EECS department has an EECS network where
machines authenticate using a WEP key, and that’s more user-friendly, from my point of view.Even better would be
a totally open network, with no login or authentication or sign-in web pages, that’s available campus-wide. This
network might use an external IP address range and thus might not provide any access into internal UCB networks
(at least, not any more access than someone’s home machine), but it would be great. Yes, I know, there would be no
way to restrict access to only UCB members, but I feel that the service provided to UCB members would be a tremendous step forward over the current AirBears system. But for this to work well it is crucial that there be no special web
page to go to before connecting to the network; when I open up my laptop lid and unsuspend my laptop, it should be
automatically fully connected to the network. I feel that this goal is not given adequate priority.
f: Make clearer the options for and mechanics of automatic synchronization and backup of files.
f: Make easier backup arrangements for those of us (many) who only use a laptop
MOR Associates, Inc.
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f: make it easier to find the software download website, more software options, easier backup system, larger email
quota (google is unlimited)
f: make it possible for me to have voice mail; apparently insuperable obstacles there, and no phone or Web support
could solve them
f: Make me more aware of services.
f: make more storage space on calmail
f: Make remote access of libraries and their journals and search tools easier.
f: Make scheduling/calendars consistent with more widely used tools - iCal, Google calendar
f: make the automatic turn off time when I don’t hit a key on my computer much longer - eg one to two hours
f: make UC Backup much cheaper so we could afford to use it for everyone.
f: Many of these questions did not allow feedback on the specific issues that were a problem. For example: my
primary problem with CalAgenda is the high cost which causes people to opt-out and make it less useful (unlike
,.",WHICHINCLUDESITFORFREE(AVINGCALLWAITINGIDWOULDBEVERYHELPFUL4HENETWORKACCESSTOOFFCAMPUSIS
so slow as to impede research; I can access data and websites more quickly from a Comcast connection at home. In
general, IST offers useful research computing and data services but the costs are so high as to be impractical. For
EXAMPLEITCOSTSLESSTOBUYA4B,4/TAPESYSTEMTHANTOUSECAMPUSBACKUPFORYRON4B$ISKSERVICESARE
similarly priced as to be impractical and instead require lab-specific purchases.
f: Migrate to Google Calendar or another open ical based calendaring. Make sure the library proxy works fast and
well.
f: Modernize CalMail--make it more user friendly.
f: More information, low cost and ease of use
f: More Mac Support
f: More prompt service response from network experts
f: more robust wireless access on campus
f: More tech support in Humanities departments (now virtually none in small departments.)
f: more tips on how to save time
f: More widespread and more reliable Airbears/Airbears_beyond. Oddly, my laptop drops the Airbears signal quite
OFTENBUTITDOESNTDROPOTHERSIGNALSEGMYSIGNALATHOME)DONTKNOWIFITSAIRBEARSORMYCOMPUTER!,3/)D
like ATT cellphone coverage across campus - there’s a dead spot in the middle of campus.
f: My biggest issues are better access off campus. I can login using my CalNet ID and password, but I’m constantly
prompted to do it over and over again. I’d also like to figure out how to back up my computer to a remote server,
rather than the external hard drive and flash drive system I use.
f: Oh lord! Get a better iPhone log in, more airbears access, better training for local IT folk, stop making me re-learn
new e-mail and classroom management systems, more electronic classrooms...
f: Probably cheaper access to the internet - high cost of IP installation is a problem.
f: Provide a better, less expensive data backup system.
f: Provide backup support for MacIntosh. Our department will only support PCs
f: provide basic services like Cal Agenda for free.
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f: Provide better consulting for basic software problems (OS, word processing, mail) with my computer.
f: Provide cell-phone repeaters to get cell reception in weak areas
f: provide complete Airbears coverage. There are still dead spots in Dwinelle Hall
f: Provide convenient workshops for learning how to USE the technology; provide permanent staff for clusters of
departments.
f: provide financial support for our Departmental Technology support person
f: provide free assistance with digitizing slides, creating course web pages, and related items
f: provide free or very cheap backup of all my data.
f: Provide free personal webspace for class websites/teaching. NOT bspace.
f: Provide licenses for standard desktop software beyond antivirus.
f: Provide more information about the latest technology options.
f: Provide more local service and technical assistance at the departmental level.
f: Provide more storage, period. For both e-mail and back-up systems. The rest is useless.
f: Provide reliable infrastructure. Attempts to educate users or provide personalized service unlikely to be effective,
and these kinds of support services available for many services from off-campus.
f: Provide software and information enabling faculty to create and maintain their websites. My personal and project
websites are now a few years out of date because the software I used to use for wysiwyg html composition and editing
is no longer supported and I can’t find out what to use or how to use it. When I edited them before it was very hard
to find out how to make changes, upload edited pages, etc. and there were often glitches in doing it. It would make a
very large difference in my research and professional life if I could easily keep my websites up to date. This is something that is generally expected of faculty and should be made easy for us.
f: Reduce the cost of intenet nodes, or facilitate the establishment of local wireless networks
f: Reliable email (this has been a recent problem in my department)
f: replace CalAgenda
f: replace my old computer and energy-wasting CRT monitor
f: send a consultant for tutorials in using and managing IT
f: Set up a centralized web-based desktop for course management, calendar use and sharing, webpage maintenance,
etc.
f: Set up University Field Stations so that their communications are integrated with the campus network (particularly
supporting reliable connectivity)
f: smile on face-- customer friendliness matters!
f: some places there is no internet - now the dial up is being eliminated - how can one go to a very remote location
and still stay in contact
f: Sorry, this sounds very demanding, but I would really benefit from “Day & night & weekend availability” by phone
of someone who immediately gets to my problem for cases of emergency. It’s usually something very urgent -- e.g., I
am in another country and cannot access files which I have to shown within a few hours or so.
f: Standardize!
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-13
f: support drupal development on campus
f: Support iPhone to sync calendars with Oracle and Obtain DHCP from campus network without using AirBears
interface
f: Systems admin for large computing clusters. This service is supposed to be covered by overhead, and I cannot hire a
sys admin person from my NSF grant. The tasks are usually beyond the capability of Dept sys admin personnel - who
deal with small systems and who are not up-to-date on the latest technologies.
f: Talk English, not tech-speak
f: tell me what all the stuff mentioned here is and what things IST might do for me
f: The Calnet system is antiquated, user UNfriendly, very limited in space. I now forward all of my calnet email to
gmail, which is easier to use.
f: The server abatement process has been very trying. Even at this date the limited time available and the lack of specificity about key details of the options makes this more difficult than one would have wanted it to be.
f: The voicemail service is truly terrible in the time that it takes to retrieve messages. The old system was much better
f: The voicemail system is cumbersome. Do we really need to know whether we are available when we remotely check
messages?
f: There are obviously many services about which I know nothing. Some education about what’s available would help.
f: There could be more on-site support from trained technical people. I still haven’t managed to get someone to help
me with some issues.
f: There is absolutely no obvious Service and Technology orientation for new faculty, so it unclear what services are
available. I just recently found out that it was possible to have automated backups made -- in late October -- and
that’s only because I overheard some comment to make me think the service existed. That said S & T is not worse
really than any other division of the university in informing new faculty about procedures and services offered -- the
university seems to be generally pretty dismal in this regard. Just an example: I found out about bSpace the day a few
days before my first class -- more or less by chance! I’ve since learned that my GSIs get more and better training than I
did as incoming faculty. Clearly people like me are falling between the cracks.
f: Update needed software licences on a timely basis, so that we do not need to run SAS for six weeks with messages
that the software is about to expire. Work out sensible pricing options for multiple user installations of software such
as SAS, Matlab, and Stata. Every year we have to renegotiate the costs of our renewals and the access that is permitted.
The process is not very transparent and it is time consuming for both me and my staff.
f: User-friendly information about IST and where to get help.
f: When I have a problem, i would like to be ab le to call someone on the phone. i am totally tech-helpless, and often-just in using bSpace or whatever, i get wildly frustrated, and the “help” instructions just make me more frustrated.
One quick phone call could save me hours of midery.
f: who are you? I depend on Haas Computer Center for help but wonder if your help would be useful as well.
f: yes, bring the training to the department faculty.
g: 1. MS Office on all computers2. turn off the internet explorer / firefox security prompts that come up every time I
LOGON3HOULDNTBEARFACTSANDTELEBEARSBESYSTEM4HESCHEDULEOFCLASSESSHOULDHAVEAFILTERFORDISCUSSION
sections. this would make it easier to view classes. UCSC’s schedule is a great example.
g: Airbears needs to stop sucking! Half the time it’s down, and the other half it takes forever to connect.
g: Allow subdomains for registered groups
MOR Associates, Inc.
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g: Allow us access to free wifi in more locations on campus and off campus.
g: At boalt law building, sometimes it is difficult to get access to airbears.
g: Basic info about how to build my own basic website for my research and teaching. How do I get hosting space?
How can I upload documents, etc.?
g: Be more clear about helping me find out how to service my computer
g: better advertisements of when/where IST can provide assistance. I often turn to my department IT people when
IST would be more helpful.
g: better email
g: better email interface
g: Better network coverage on the northside (Cory hall, Euclid Ave.)
g: better off-campus access to network
g: Better wireless connectivity, better remote access
g: bring telebears into the modern age.
G%NSURETHATALLPARTSOFTHESYSTEMARECOMPATIBLEWITH,INUXATLEASTACOMMONFLAVORLIKE5BUNTU
g: everything works well enough for my use
g: explaining the restrictions on electronic access to my own information 24/7! (i.e. can’t access financial aid after 7
p.m., can’t change courses during inexplicable times of day)
g: Faster Airbears and better coverage.
g: First, I think these boxes need to come earlier in the survey, or there should be more clarification about what “IT”
includes in this survey. For instance I think the bSpace staff is fantastic! They are very nice and smart and helpful. I
think someone (I am terrible at names) named Mario? (the man who seems to run that IT open-window/bar office
in Dwinelle) is very helpful with IT stuff and also once fixed the handlebars on my bike with a metric Allen-Wrench.
I think that is *an* IT department but I am not sure. Then, down at the Northwest corner of campus (right across
the street) in that newish-looking building there were some women on the first floor on the right who helped me
ROUTEALLMYBERKELEYMAILTOMYYAHOOMAIL4HATWASGREATBECAUSEFORMYFIRSTYEARSHERE)COULDNOTREMEMBER
my original password. Finally, the bad news, connectivity on Campus is really awful. I have a MacBook which is
SUPPOSETOBEONEOFTHEBEST7I&IWISEBUTMANYMANYTIMESITTAKESMEMINUTESTOGETONLINE4HISISESPECIALLY
terrible when I am teaching down in 104 Moffitt. All my students have trouble getting online there too. The system
is not adequate to support the load of people using the Wireless in many places on campus. (FSM caf, the Bio-Sci
,IBRARYETC3OMETIMESITISNOTPOSSIBLETOFOLLOWMYLESSONPLANBECAUSETHEREISNOROOMSIGNALSTRENGTHFORME
Sorry, I know that is more than one thing, but really, this form left me nowhere else to express these things, and I
am unsure which of these things is grouped under the name “IT”. I will say too that one time I asked a question on
an IT page and the woman I sent it to wrote back with a rather snotty “Why did you send this to me?” email. I think
that computer people forget that the names the give to things are ambiguous to people who don’t work in the tech
business. This woman might have just passed the email to the person who could resolve the problem rather than passive-aggressively trying to “fix” my mistake.
g: Have a more prominent on campus presence so people are aware of the range of services provided.
G(AVEFULL,INUXSUPPORT&OREXAMPLEMAKESURETHATPRINTERSANDCIFSSHARESCANBEACCESSEDEASILYANDRELIABLY
FROM,INUXMACHINES
g: Help me to understand what services are offered
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g: i don’t like the set up of calmail. shortcuts (like on yahoo) or a different layout would help.
g: I doubt this is an IST issue, but the fact that I can’t have the same password for calmail, bearfacts, telebears, etc. it
sooooo annoying. For sure at least Calmail and telebears have different password requirements so they can’t be the
same.
g: I had no idea that IST had so many available services! Perhaps there’s a better way to get the word out? Had I
known that there was software, security help, etc available I would have made use of you guys a long time ago! Please
find a way to let people know about your services!
g: I’d like to not have to log onto airbears every few minutes.
g: If IST deals with bspace, it should make bspace faster to use, because right now it is too slow. especially the gradeBOOKROSTERFORAPERSONCOURSEALSOITWOULDBENICEIFYOUCOULDSAVEADRAFTOFANEMAILONCALMAILAND
not have the email close.
g: Improve AirBears access not only within Doe/Moffitt but also outside of the buildings -- including AirBearsExtreme
and AirBearsBeyond.
g: Improve Airbears coverage.
g: improve reliability and speed of wireless network, at least in Evans Hall
g: Improve the wireless access throughout Tolman Hall (education side)! Airbears is very spotty here and it’s quite
frustrating when doing work where I need the internet (much of my work)
g: improved wireless access
g: In the website, there are a lot of information that it is in two or more places... sometimes is a mix-up and also you
can imporve the “Search”
g: Increase email quota.
g: Increase the availability of Airbears to every floor of every building.
g: inform students how/when to contact IT, including services provided. tutorials would be nice, like how to log on as
a guest on campus and how to access the Berkeley network remotely.
g: Inform us about the available services.
g: larger email storage; my mail gets full fast especially if someone sends me images; but as an optometry student;
images of disease are important to pass around amongs students via email.
G,ARGERWIRELESSNETWORK
G,ETPEOPLEKNOWTHAT)4EXISTS3ENDPERIODICEMAILSWITHINFORMATIONANDTELLINGABOUTTHEIRWEBSITE
G,UMPINFOBEARSTELEBEARSANDBEARFACTSINTOONEVENUE
g: make bibliographic software free
G-AKESUREYOURENEWLICENSESLIKE3!3ONTIME,ASTMONTHAGOTHELICENSEFORTHATWASSUPPOSEDTOBE
available in July was still not available.
g: Make the wireless network stronger.
g: More comprehensive email client that rivals or integrates features of Gmail and Hotmail
g: More trainings on how to access IT sercices before the semester begins or at times convenient - ie not during class
TIMESORJUST
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g: My department’s IT people aren’t very proactive about making computers useful to grad students. Most grad
students agree that our computer lab is just a place to check email--always frustrating to use for research.
g: Off campus access to the Berkeley library for journal access is difficult. Is there a way to do a one time authentication? Thanks.
g: Organizing workshops tailored to different audiences that help you make the best use of my computer, use better
linux, discover productivity tools that I am not aware of etc.Another big thing: have a service to assist labs when they
set up a cluster and to do cluster managements. There are too many labs in which a graduate student had to set up the
cluster or where the IT person is overwhelmed because he is alone to have to maintain too many resources.
g: Provide access to norton antivirus for Windows users, not just Macs!
g: Provide easier access for Windows Vista anti virus security programs.
g: Provide faster, more complete wireless internet coverage on campus. For instance, provide good wireless coverage
at the base of the Campanille.
g: provide software to remove adware and spy programs. i wish the wireless network worked in buildings but it
doesn’t work in my building.
g: provide wireless access throughout Wheeler Hall-- particularly in lounge spaces. Provide access to things like
printers, etc, from personal computers.
g: remote printing for mac leopard
g: Save our CalNet ID once we’ve logged online so we don’t need to do that every time we log on.
g: Single Sign onAccess to library resources while away from the campus
g: The wireless internet at the law school is VERY slow and spotty! It’s a huge problem.
g: umm maybe just reminders of what’s available, and how to get to it.
g: Unfortunately, I’m realizing that my interactions with IST have been limited so I am unsure what that would be.
Everything has been great so far.
g: update and upgrade systems to function like other online systems; not so clunky and awkward.
g: wireless coverage and stability
U!BILITYTOSEARCHFORARTICLESINALLJOURNALSBYKEYWORDONTHE5#,IBRARYPAGEINSTEADOFTHROUGHINDIVIDUAL
articles or by subject)
u: Accessing UC-protected documents from off campus shouldn’t take so long.
u: AIRBEARS more available throughout campus. Support for programs like excel.
u: Better Airbears coverage.
u: better internet connection outside of buildings
u: Explain what IST is. I am not very familiar with it.
u: faster wireless internet
u: free printing
u: Have the mail server respond more quickly/refresh automatically and timeout less.
u: I don’t know. Perhaps make the services that can be provided more widely known to students.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-17
u: i havent really heard much about IST so having maybe a freshman mandatory workshop would help out a lot.
people do not get much of the information about IST which could patentially help out a lot
u: I’m not really sure what the IST department is in general.. I haven’t had any major problems as of yet, but when I
did have a minor laptop problem, it was easily fixed by going down to Rescomp in my Unit 1 center.
u: If I could access web databases like Jstor using my CalNet ID while off campus
u: improve class registration system.
u: Improve the wireless connection or make information about wireless connection more accessible to students
u: Improve wireless connectivity on Sproul Plaza.
u: Improving the user interface of Calmail to make it more reflective of the sleekness of gmail and yahoo mail.
u: Integrate a class calendar into telebears
U,ARGER%MAIL$ISKSPACEALLOWPERSONALIZEDFILTERSFOR%MAILLIKEIN'MAIL
U,INKTODEPARTMENTSFACULTYONTHETELEBEARSSCHEDULEOFCLASSESLINKS
u: make online services available off campus through ID/passphrase
u: make sure more people know that you can download antivirus software for FREE since you’re a student. I didn’t
know until i took this survey!
u: More effective and interactive e-mail system.
u: more step-by-step directions
u: More wireless coverage in basement type buildings like Evans.
u: More wireless- even around the dorms.
u: Navigation. The easier I can navigate to and from pages, the easier it is for me.
u: off campus internet connect.. internet is very expensive and as a college student its very hard to pay for it.
u: Provide an automated log-in system for iPhone users accessing AirBears.
u: provide better wireless access on campus as well as off campus (especially in places near by!)
u: provide persistent access credentials for airbears
u: restore webfiles
u: strong wireless access everywhere on campus
u: Stronger wireless signal around campus.
u: Tele-BEARS! Please make it better! Also, Airbears can be bad at times. Why can’t I get a unique IP in Cory or Soda?
I can everywhere else on campus.
u: too many websites; bearfacts, telebers, etc
u: wireless internet everywhere on campus
a: 1) I find the IST websites difficult to navigate, and information hard to find. (They’re getting better.)2) The campus
main page has one miniscule search box and three tiny radio buttons for selecting the type of search. It’s maddening
-- bring back the old three-boxes approach and MAKE IT BIGGER!
a: Allow more Administrative functions, i.e., downloading, updates, etc.
MOR Associates, Inc.
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a: As a user, it would be helpful to have written documents describing the processes involved with data population of
user tables (in my case student data tables), including logic. Over the years we figure out bits and pieces, it would be
nice to have a legacy for future employees to help them with the learning curve.
a: Availability of Macs for more unit across campus and access to cross-functionaility
a: Basically just making sure that we are able to change your password without any difficulties.
a: Be responsive when units query about charges that appear in their chartstrings; be responsive about changing the
chartstring used or the billing, as appropriate.
a: Become more user-friendly and send more frequent communication.
a: Better access and improvement to my campus e-mail and my iphone. I have had problems with the system
bumping me off and difficulties sending e-mail communications through the campus system.
a: Better assistance when problems or questions arise.
a: Better back-up system, more reliable wireless service.
a: cell phones working everywhere on campus
a: Continue to work with the various department network staff persons so that staff can utilize the best resources.
a: Decrease desk-top computer start-up time once computer is powered down. Have each telephone set up with it’s
own phone number and voicemail as well as have access to answering one main phone line.
a: distribute information faster when there is a campus-wide problem
a: Encourage use of non-Microsoft/PC platforms
a: For ethnographic studies provide the ability to batch capture data from handwritten docuements, instead of
scanning a document one at a time. Then combine all of the doucments into one, which would allow a researcher to
read the document and code it on the same docuement.
a: Give me a CalAgenda patch so tha I caouls download my calendar to my IPhone.
a: Go to place for forms or procedurces on equipment that is network on the such as copier and when employee leave
UCB service.
a: Have Cal Agenda be able to sync to an iphone
a: Have more laptops available to work on weekends and remotely.
a: Have wireless access everywhere on campus. Also, phones with caller ID and call waiting.
a: Having the dedicated one on one personal IT service help for the department. Phone/email support has not been
helpful at all.
a: Help me to connect to campus resources from home.
a: help with the online service request system: it is often down or unavailable and i end up having to track down IT
people for help.
a: I do fine with the services of which we are aware and use, but I don’t feel like I have a handle on additional services
that may be available to us that we are not using.
a: I use a laptop and don’t have a desktop computer at all. I take my laptop home every night. It would be nice to have
some sort of automatic backup system that would work for laptops that are not stored at UC at night.
a: I would like to be able to download certain applications without getting approval from IT, such as Yahoo Messenger
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-19
and Google Earth, which are needed to perform my job functions.I would also like to be able to run updates on my
own w/o approval from IT. The little icon in my task bar drives me nuts sometimes when my computer hasn’t been
updated.
a: I would like to know more on IST and how it works.
a: I’m pretty much satisfied with IST. Haven’t had problems. I’ve been working here about six months, and considering the massive size of the school and how many different systems have to work together somehow, I’ll have to say I’ve
been impressed.
a: If I could have remote access to items on the shared drive in order to work on projects remotely, this would be very
helpful to me.
a: improve descriptions when billing to chartstrings
a: It would be useful to get security warnings that are associated with a particular cable id or mac address rather than
ip address. My building uses dhcp, so the ip address is of limited use.
a: Keep me automatically posted when there are system-wide outages/problems.
a: Make it possible for me to sync my calendar to my iPhoneHave a Microsoft Exchange Server
a: Make more of an effort to instruct managers on how and why to use CalAgenda campus wide. It makes little sense
to have a networked calendaring system if people don’t use it. Why invite someone to meetings if they don’t use that
program to schedule themselves. Also, it’s sort of a bare-bones program compared to Meeting Maker or Outlook.
a: More FAQs, self-help articles posted in Knowledge Base
a: More information on how to secure my computer and prevent attacks.
a: My department has a Systems group, so they probably interact with campus IST, but I never do. I have no suggestions.
a: Network funding model, ridiculous markups on port costs. I feel like IST is trying to profit off of other departments. You standardize on the most expensive gear on the planet.
a: new calendaring system (as good as google calendar) please!!
a: Offer drop ins or more workshops on what they offer.
a: On G-Mail if I put a message in a different mailbox I can still view that message on my home computer. It would be
extremely helpful if Calmail could do that.
a: Online skill development and/or education related to my specific field of work (desktop publishing & digital photography)
a: provide some type of a one-client service. we have to log into so many things just to get the day going
a: Provide support for my I-Phone, e.g., installing Microsoft Exchange, and having synch ability to Cal agenda.
a: reconcile different calendar programs
a: Replace CalAgenda with a state-of-the-art integrated calendaring, email, and contact database that is accessible via
from handhelds like iPhones and Blackberries.
a: Since I work in RSSP, I have more contact with RSSP-IT than IST. RSSP-IT addresses the majority of my work
needs.
a: This survey was constructive to seek input from campus end-users
a: To answer my email... I’ve written twice and received no response.
MOR Associates, Inc.
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a: Unfortunately I’m not familiar with the ITS website, so I don’t have an opinion here.
a: Use of credit card for payments.
a: User manuals in PRINT form for non-technically oriented employees.
A7ARNUSEARLYENOUGHOFTERMINALSHUTDOWNS;ATLEASTMINUTES=SOTHAT)WOULDNTLOSEANEMAIL)MINTHE
middle of writing.
a: We have been put in the position of relying on the network for HR, payroll, purchasing, gift processing, student
records, etc. and the network (particularly in our building) is too unreliable and slow. Fixing these problems would
MAKEMYJOBMUCHEASIER!COWORKERGETSTIMESFASTERACCESSFROMHOMEWITHCABLEMODEMTHANHEGETSFROM
his desk top!!
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-21
39CUVJGTGCP[VJKPIYGFKFP¶VCUMCDQWVVJCV[QWYQWNFNKMGVQEQOOGPVQP!
The reponses to this questions have been sorted by cohort and then by satisfaction with IST overall (in
parentheses).
f: (VS): People I have worked with have been very helpful - I appreciate it!
f: (S): You only asked if I back up to the central server daily. I do back up, but only occasionally. The backup software
was extremely difficult to setup--I couldn’t have done it without department IT help--and all I wantged to do was
back up my files and not all of the programs etc.
f: (S): Would like to hear more about a UCB cell phone instead of a landline - or a Vonage like system where I can get
my voicemail even when out of the country.
f: (S): Usually when I need to call it is become the system has crashed in some way. This is more frequent here than
other places I have been. Sometimes the advice on the phone is good and other times does not address the problem
and then the problem just fixes itself because there has really been some crash, but one part of IT personnel does not
know what the other is doing to the system, or it is the local IT network that is the problem.
F34HEPHONEDESKSETSAVAILABLEFROM)34SEEMOLDhCLUNKYvANDEXPENSIVEFORASTANDARDPUSHBUTTON
PHONETHATLOOKSLIKEITSOUTOFTHES&EWCORDLESSOPTIONSAVAILABLE
f: (S): The library proxy: perhaps the single most important thing for us to do our jobs.
f: (S): The IT services are not well explained. More simple pedagogy to teach us what’s out there -- not a long booklet
every so oftne that no one has time to read...
f: (S): See above - we need a much better web interface, which includes formatting text, etc.
f: (S): I use unix machines in a cluster in my college. I have had a hard time getting a lab with terminals to access these
machines for teaching.
f: (S): I use my cellphone for work, but have poor reception in some rooms - installation of repeaters would be very
helpful.
f: (S): I prefer that the campus contract with commercial service providers rather than create local solutions for
SERVICESTHATAREWIDELYAVAILABLESUCHASWIKIS,-3ORCALENDARS
f: (S): give a mobile phone to every faculty
f: (S): Getting any help around Berkeley is always welcome!!
f: (S): CalAgenda is not feasible for things like setting up office hours. Check out www.wejoinin.com/luker (my pages)
for a non-bloated, user friendly (UCB student developed) program
f: (S): bSpace is an awkward and badly designed system for class work. It’s workable, but not too much more than
that.
f: (S): better interface with calmail
f: (SS): Why not shift to using Google’s inline tools?
f: (SS): Why don’t we negotiate a better deal with the phone company? We pay a fortune for service, and especially
long distance and international phone calls. It’s ridiculous. I use calling cards when I have to call colleagues overseas.
f: (SS): Want to emphasize that spam is out of control; Gmail manages to stop most spam but at UCB it seems everything gets through.
MOR Associates, Inc.
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f: (SS): University upgraded the network at Etcheverry Hall. However the network of Hesse Hall has not been
upgraded. It would be perfect if university could upgrade the network of Hesse Hall too.
f: (SS): The UC dial-up should not be discontinued, since all faculty and many staff do work at home as well as on
campus.
f: (SS): The faculty support staff is fantastic.
f: (SS): TAM needs more staffing.
f: (SS): proxy services for connecting to the library website using an off-campus *laptop* -- it’s working for me right
now but I’ve had trouble in the past
f: (SS): Our interactions with the Data Services Group have been prolonged but unproductive
f: (SS): No support for home computer, where most of my UC work is done.
f: (SS): make it possible for spouses of faculty to pay for individual email account
F33,INUX4HECAMPUSSHOULDPROVIDEMORESEEMLESSSUPPORTFORLINUXANDOPENSOURCESOLUTIONSSINCETHESEARE
general more affordable than proprietary systems.
F33,INKUPBETWEENHOMECOMPUTINGANDCAMPUSCOMPUTING4HISCOULDBEBETTERMANAGED)NFORMATIONON
how to access research materials and other university-licensed material from home should be more widely accessible,
synching e-mail between home and campus can be awkward, etc.
f: (SS): I think professional web site help for departments and faculty is very important.
f: (SS): I get all my IT support from my departmental IT staff. If I have a problem with an IST service like CalAgenda,
CalMail, etc., they fix it for me. I know they are aware of IST service offerings and would have more of an opinion on
these services and how well they are provided than I can offer.
f: (SS): I don’t feel I know enough about what IST is responsible for to answer this question.
f: (SS): I dislike not being able to save my login info for the campus on my home computer the way I used to be able
to do so.
f: (SS): I am not entirely sure what IST does or is, but I infer from this questionnaire it handles email at least whose
performance is on the whole OK, although I get too much spam. But apparently there is a lot more useful stuff you
provide of which I am unaware, e.g. “calendar” and lots more. Also
f: (SS): have you considered outsourcing services like email and backup given the number of Internet companies that
support such services these days.
f: (SS): Faculty should receive greater support for upgrading and replacing out of date hardware and software, at less
cost to faculty and departments.
f: (SS): Connections between IT and our campus’ library system
f: (SS): Campus subsidies for purchase of new faculty computers
f: (SS): bSpace
f: (SD): Well, it is not really your area, but one of the hardest aspects of IT on campus is the poor quality of the financial information available to chairs and directors and grant-holders,which is partly a matter of the software used and
partly a matter of the inadequate staff support in my area.
f: (SD): This is perhaps not your issue, but I’d love it if I could enter my cal net id information once in a session and
move fluidly among different campus services
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-23
f: (SD): the attitudes and availability of service support staff
f: (SD): Survey too desktop-centric to apply to many of my computing needs.
f: (SD): Server hosting cost issues: this is another example of the university “passing the buck” to faculty. This is an
indirect cost of doing research and should be supported that way, just as experimental labs are. The logical next step
would be to charge for experimental labs.
F3$)DONTKNOWWHATTHE)4HELPDIVISIONISORHOWTHEYCOULDASSISTME)USEEXCLUSIVELYTHE,3TECHSTAFF
and live in fear of having a crash at a time when they are busy. If I have a simple question--like why my cursor has
suddenly stopped working or why my back-up stick is suddenly write-protected--I end up asking a colleague.
f: (SD): General level of dissemination of knowledge about what is available via IST is pretty poor. If I knew more
about it I might take advantage of more opportunities . . . I’m actually not even sure what this survey was supposed
to cover--B-space? Cal-Mail? Obviously Cal Agenda, which I’ve never used (it is or was on my computer but I’ve no
idea how to use it--no support that I know of, the department MSO just put it on), and I still get the Connecting at
Berkeley disk from Scholar’s Workstation, but otherwise what IST does and, to be more specific, could do specifically for me or other faculty, is still rather a mystery . . . and if, as seems to be the case, my office ethernet connection
is going away and I’m going to have to pay to have Comcast or something similar in my office I’ll switch entirely to
wireless, which means that service needs to be improved . . .
f: (SD): CalId with proxy server is awkward and wastes my time
f: (SD): Alternative back-up: I am so dissatisfied with the back-up options that I am now paying myself for sugarsync.
com. Thus, I can get to my files from any computer anytime anywhere ... It would be *GREAT* if Berkeley could copy
their approach.
f: (SD): (1) Ease of finding out how to connect to the library via vpn and proxy server. I managed to do this a couple
of years ago but found it very confusing and complicated.(2) A question not asked: Does your department or unit
HAVEAN)34PERSON)NMYCASEWEHAVENOONE!QUESTIONNOTASKED#OULDYOUDOYOURJOBWITHNOCAMPUS
phone? with no phone at all?
f: (D): What is the relation between what you do and what department support staff might do (who seem to leave
faculty to their own devices in terms of all these issues)?
f: (D): Unit IT dept not trained and consistent with IT skill sets across campus. Need comparability of IT positions
across campus in terms of training, skills, compensation. They need consistent training at campus level for econoMIESOFSCALEANDTOKEEPCAMPUSSUPPORTCONSISTENT!LSOONRESEARCHCAMPUSKEEPSOVERHEADANDDOESNTGIVE
enough back to research units to provide IT support to research. Should not have to pay campus for web services - I
expect better campus support instead of replication at high costs. Need occasional technical on Microsoft Access,
but can’t find it anywhere. Need campus-wide operational solutions such as Our Unit, but leery since campus hasn’t
endorsed or sponsored such solutions. Campus doesn’t give sufficient solutions to ensure security for restricted data.
,OTSOFPOTENTIALRESOURCESEG/PEN!UDITINOPENSOURCEBUTCAMPUSHASNTGIVENGUIDANCE
f: (D): The question of service, looking for information online is very time-consuming.
f: (D): The cost of setting up new ethernet ports is really too high.
f: (D): Provide more storage, period. For both e-mail and back-up systems. The rest is useless.
f: (D): It is very difficult to obtain IT assistance. When my computers break down, I can sometimes get help from
our department IT manager; otherwise, I must do all the research necessary to fix them. The campus backup system
is unbelievably arcane, expensive, and user unfriendly. This is really important on a campus sitting right on a major
earthquake fault.
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f: (D): I strongly support the use of central campus funds to upgrade outdated internet infrastructure (especially
wired, but also wi-fi) in campus departments, rather than charging individual units or users for all (or a significant
portion) of these costs.
f: (D): Give the departments funds to hire computer staff to be close by.
f: (D): Electronic classrooms
f: (D): bspace. good support. bugs on the classroom side. hard to learn. need class web site at UCB not dept expense
to go with.
f: (D): bSpace is almost unusable. I waste so much time moving through menus or going through redundant
commands. I wish it were more click and drag, modeled after the mac interface. it is also too limited in storage
capacity. It is visually confusing, as well, so that one spends time just orienting oneself, even after several years of
working with it.
f: (VD): People at IS&T need to take responsibility for customer service calls and make sure that if they can’t help the
customer, then they find the appropriate person to do so. There is a severe lack of willingness to follow through in
IS&T and no sense of accountability. I had to involve 8 people once, just to get the help I needed. I spent several days
trying to track down the right person and finally had to go to the head of the group who then sent me right back to
the person I started with several days before. Your groups are so disassociated with each other and your individuals so unwilling to involve yourselves. “Oh, we don’t do that” and “No, I don’t know who does, bye bye” is a standard
response for working with IS&T. You must establish some accountability if you are going to successfully support me,
the customer.
f: (VD): IST seems very far removed from my day-to-day life and technology needs at UC Berkeley. When I need
something, I’m usually told to go someplace else to get it. Feel like I have to take care of my own technology needs
and those of my research team. Makes my job very difficult and is unlike anything I’ve experience at any of the other
universities where I’ve been employed. It’s one of the things (along with how bad OSP is) that makes me think of
looking elsewhere for employment.
f: (VD): I often regret that the Berkeley IT philosophy is based so heavily on decentralization: departments have to
make up for the fact that IS&T provides only limited services. I realize it’s a fact of life, and with budgets being supertight, it’s hard to see that changing any time soon, but it seems unfortunate.
f: (No Response): whether I understand what you’re talking about
f: (No Response): We have a great departmental computer guy.
F.O2ESPONSE-YFACULTYAPPOINTMENTISA"ERKELEY,AW)AMWELLFAMILIARWITHTHE,AW3CHOOLS)34SUPPORT
but not the campus support.
F.O2ESPONSE)WOULDLIKETOSEE,INUXMACHINESINTHECOMPUTERLABSFORTHESTUDENTSWITHOPENSOURCESCIENTIFIC
software installed. Dual-boot would be fine, but Windows or Mac only is not appropriate in a public university.
f: (No Response): I have very little idea what IST does. I never use CalAgenda. I went online looking for software
from you exactly once. So for most of your questions, I’m not even sure what you’re talking about.
f: (No Response): I believe I have been sent to your site to update Eudora: (in the past- I’ve now got Microsoft
Outlook, a much more cumbersome and annoying program for my email) and my VPN client (at least I assume it
was your site). The biggest problem is that you don’t inform us when updates are available. It seems like there should
be a way for you to identify faculty who are using your site to install programs and notify them when there is an
important update. Especially if it is security related.
f: (No Response): Fot those of us who are truly deeply ignorant, a personalized (group) tutorial on key issues
(security, e.g.) might be helpful.
MOR Associates, Inc.
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f: (No Response): External access from a laptop at a hotel rooms while travelling can be difficult. There is no problem
accessing the Berkeley computer. The problem that sometimes arises is sending email through an email client such
as Thunderbird; downloading email usually works, it is the uploading part that sometimes does not. I have had to
CHANGETHE0ORTSETTINGON4HUNDERBIRD)TUSEDTOBEAT0ORTAND)BELIEVECHANGINGITTOORSOMEOTHER
number did the trick. Advice on how to handle this would be helpful. The required Port will clearly vary with server
at the hotel, so no foolproof advice can be given, but some general advice can be given and made easily accessible.
f: (No Response): Backup. Help with transitions between computing platforms and installation of software on
various platforms (e.g. clusters) - this includes migration of scientific codes and software to a new platform. Such a
SERVICEEXISTSELSEWHEREEGAT5#,!
g: (S): You didn’t ask about anything except my relative satisfaction with broad categories! We need better wireless
ACCESSIN7HEELER(ALLONTHERDANDTHFLOOR)REALLYCOULDUSEAWEBBASEDFILESHARINGAPPLICATION-YDEPARTment (English) needs a website update really bad -- profs and grad students should be able to post info about our
most recent publications.
g: (S): Yes, a big reason why I put N/A for many answers was that I’m at Haas, and I use the Haas email instead of the
Berkeley email.
g: (S): seems to frequently be a wait at the computer lab in Haviland Hall (Social Welfare building). would be nice to
know where other computer labs are, or better yet, have additional computers in the lab.
g: (S): please let us do a course search on telebears when we’re signing up for classes
g: (S): I would love it if someone would teach a course in using Unix-flavored systems to social scientists. I was
shocked that this is not available on the campus that developed BSD.
g: (S): I think things run fairly well. I get alot of spam in my email from the school (its been coming since I got the
email), but otherwise the hardest thing is just remembering how to find things - which is never impossible.
g: (S): bSpace is a blessing and a curse. It could use some work to be less curse, more blessing.
g: (S): A lot of the question assumed I knew and used most of IST services.I believe there are some (many) services
that I use without knowing that IST is behind it and that have been extremely useful in my work at Berkely such as
the software available in particular for security and secure networking, being able to log remotely on compute servers
etc. And also the services related to having remote access to UCB resources
G334HISMAYBEDEPARTMENTALBUT)DLIKETOBEABLETOADDMONEYTOMYPRINTINGACCOUNTIN,ANDSCAPE
!RCHITECTURE#OLLEGEOF%NVIRONMENTAL$ESIGNONLINEWITHOUTHANDINGACHECKTOTHE#OMPUTER,AB-ANAGER
g: (SS): Providing more outlets across campus for laptops, larger computer labs in departments
g: (SS): I think (I’m sure, actually) I don’t even know the range of services that IST provides. Many questions left
me wondering whether I was even aware of what IST does... Maybe there is a better way to get that information out
there. For me, I just sort of take what’s offered, but I don’t do a lot of work to find what’s offered. (My fault entirely.)
I have a feeling I am not taking full advantage of IST services. (fyi - I am a 6th year grad student.)
g: (SS): Email about suspicious activity on my computer on the network was not very helpful. It contained too many
technical terms, when in the end, all I needed to do was scan my computer in safe mode due to some viruses.
G3$)DONTKNOWIFTHISFALLSUNDERYOURPURVIEWBUTTHETELNETINTERFACEFORTHE,IBRARYSYSTEMISABSURDAND
should be updated to a modern browser-based interface.
MOR Associates, Inc.
A-26 | !PPENDIX!4EXT#OMMENTSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
g: (SD): I came from an undergraduate institution with a highly centralized computing system -- all computing,
departmental or otherwise and including students’ private computers -- was essentially under the aegis of the information services group. The Byzantine system at Berkeley, which involves a zillion different disparate systems, has
REALLYSTRUCKMEASBEINGWOEFULLYCOMPLICATEDANDINEFFICIENT!NEXTENDEDCAMPAIGNOFUNIFICATIONLIKEINLATETH
century Germany might be a good thing.
g: (D): Not sure what IST is, I have sought IT help but not sure where or from whom.
g: (D): I would like to see better integration of computer systems such as email, telebears, bear-facts, info-bears,
library services, web-hosting, etc. It always takes me a long time to figure out where I have to go to find specific information about things like registration or bills. I have used other University systems where one login gives you access
to all of the above services (for example University of Washington’s MyUW system). The current system at Berekeley
seems very fragmented, and is also very frustrating to use because of the limited hours of service for some systems.
Also, I found the web files system very confusing and annoying to use. I would prefer a simple unix account that
could be used with sftp and ssh to manage files and webpages.
g: (No Response): Maybe I will post this here too, in case the information in these boxes gets routed to different people:First, I think these boxes need to come earlier in the survey, or there should be more clarification about
what “IT” includes in this survey. For instance I think the bSpace staff is fantastic! They are very nice and smart and
helpful. I think someone (I am terrible at names) named Mario? (the man who seems to run that IT open-window/
bar office in Dwinelle) is very helpful with IT stuff and also once fixed the handlebars on my bike with a metric
Allen-Wrench. I think that is *an* IT department but I am not sure. Then, down at the Northwest corner of campus
(right across the street) in that newish-looking building there were some women on the first floor on the right who
HELPEDMEROUTEALLMYBERKELEYMAILTOMYYAHOOMAIL4HATWASGREATBECAUSEFORMYFIRSTYEARSHERE)COULDNOT
remember my original password. Finally, the bad news, connectivity on Campus is really awful. I have a MacBook
WHICHISSUPPOSETOBEONEOFTHEBEST7I&IWISEBUTMANYMANYTIMESITTAKESMEMINUTESTOGETONLINE4HIS
is especially terrible when I am teaching down in 104 Moffitt. All my students have trouble getting online there too.
The system is not adequate to support the load of people using the Wireless in many places on campus. (FSM caf, the
"IO3CI,IBRARYETC3OMETIMESITISNOTPOSSIBLETOFOLLOWMYLESSONPLANBECAUSETHEREISNOROOMSIGNALSTRENGTH
for me. Sorry, I know that is more than one thing, but really, this form left me nowhere else to express these things,
and I am unsure which of these things is grouped under the name “IT”. I will say too that one time I asked a question
on an IT page and the woman I sent it to wrote back with a rather snotty “Why did you send this to me?” email. I
think that computer people forget that the names the give to things are ambiguous to people who don’t work in the
tech business. This woman might have just passed the email to the person who could resolve the problem rather than
passive-aggressively trying to “fix” my mistake.
g: (No Response): bspace... if it is in your purview.
U34HISSURVEYUSESSCALEWHYNOTUSEACONVENTIONALOR3OMEQUESTION)PUTTHINKINGITSTHE
highest score.
u: (S): Nothing was missed.
u: (S): library online renewal system seems quite outdated
u: (S): For a long term goal, I see no reason for having so many different websites (bearfacts, telebears, schedule,
calmail, etc). There should simply be one site we can log into which grants us access to everything we need. For
example, we shouldn’t have to go to schedule.berkeley.edu to find a CCN and then go to telebears to type it in. We
should be able to just click on the class and have the option to add it. Consolidating and streamlining things such as
registration would make things a lot less confusing.
U332ES(ALL7I&IWOULDBEAPLUS,OUNGENETWORKSAREVERYWEAK
u: (SS): I have a Nokia Symbian phone and it wasn’t listed in the mobile section of the survey - please add an “Other” field
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!PPENDIX!4EXT#OMMENTS| A-27
a: (VS): I work with IS&T for construction/surge related activities and have always received a high rate of customer
service and have been very pleased with all services in this regard. The questions in this survey didn’t seem to relate to
this aspect of the services. I always use the CNS shopping cart, I was surprised I didn’t know of the IST Catalog. We
have an IT internal department that generally handles all security and technological issues.
a: (S): Sometimes I make a request for services to be performed, and I don’t hear a response (or I hear an initial
response but no follow-up). I’ve had a couple occasions where I’ve been told, “Oh, I didn’t even know about that
request.”I do want to say, though, that I am happy with the service that I do get from the IT guys themselves. Very
friendly and always willing to help.
a: (S): Not sure how IST interfaces with our department’s IT people and vice-versa: (or who is responsible for what, at
what level). Could just be less than ideal intra-departmental communications on our end.
a: (S): My job does not require me to need a blackberry or cell phone on a regular basis, but I do end up using my
personal cell on a semi-regular basis. I feel I should be reimbursed for use of my personal cell phone at the very least.
a: (S): IST database services - generally very good, but would appreciate much more written documentation (eg, how
to manage db accounts, how to get access to db meta information, etc)
a: (S): I’m having some problems with CalAgenda. I’m sure the program works well for other people, but I am in the
process of getting help from your office about my particular set of issues. :)
a: (S): I still use Eudora for email, though I’ve been told I have to switch asap. My email archive is my main filing
system, and it contains multiple folders and large numbers. I’m nervous about losing the information, and I have
heard bad things about making the email switch--colleagues have told me the other systems don’t work as well. If I’m
going to be forced to switch, I want help insuring I don’t lose any information or functionality.
a: (S): I likely underutilize what’s available or do not realize the scope of services provided. Virtually all computer/
technology issues are handled through our interdepartment IT staff.
A3IKNOWTHE)4PEOPLEAT,(3WORKVERYVERYHARD4HEYDOAGOODJOB4HANKS)4THEYKEEPUSRUNNING
a: (S): focus on centralizing solving and other infrastructure-type systems, ex: timekeeping
a: (SS): The wiki should be more user friendly and the language made simpler for better upstanding by a none programming audience.
a: (SS): Satisfaction with Thunderbird email system since we were required to switch from Eudora.
a: (SS): In my one dealing with IS&T this year, it was extremely difficult to find the person that I needed to get to the
person to give me the answer/ help that I needed. I went through about 6 different folks. They were all trying to be
very helpful but it would be nice to have one stop shopping.
a: (SS): Identity management for people who use different ‘everyday’ names from legal names is poorly handled, and
the new campus directory listings site has never been sufficiently de-bugged!
a: (SS): I was made to transfer all my personal photos as well as my address book to my hard drive. When that died...
so did all my photos and my address book. The policy seems ridiculous.
a: (SS): I think your team is doing a great job for such a varied customer pool! Know this isn’t the correct venue, but
STILLWOULDLIKETOCOMMENTON #ALEITHERORFIXITINDAYSORGETRIDOFIT4HANKYOUFORTHEOPPORTUNITYTO
provide feedback.
a: (SS): I find your people to be great, but they work under severe resouce constraints.
a: (SS): Fix the HR Jobs website. You get lost and stuck in their navigation menu on the top when searching for staff
jobs and can’t get out. It’s not built right.
MOR Associates, Inc.
A-28 | !PPENDIX!4EXT#OMMENTSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
a: (SS): Did not ask specifics about areas of dissatisfaction, so I am unsure how useful this survey will really be.
a: (SD): I realize that this was a survey re. IST but my office is in the Tang Center and it would be useful to survey the
satisfaction level with the in house IT service.
a: (SD): coordination of student information systems
a: (VD): yes, the fact that our IT systems generally are so far behind those of others I’ve observed in non-profits and
businesses
a: (No Response): Tech Support should be centralized and not left to the units to manage; it is too decentraized
and there is not sufficient expertise in the units; if we continue to have unit tech folks, they should be trained at the
campus level and meet regularly with their camppus colleagues and IST leads.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4HE3URVEY)NSTRUMENT| B-1
Appendix B
The General Survey
Instrument
MOR Associates, Inc.
B-2 | 4HE3URVEY)NSTRUMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Only answer questions about -YOURexperiences. If you don't understand a question
or have had no experience related to the
question, leave the question answer blank OR
check "N/A Don't know."
During the survey, please do not use your browser's FORWARD and
BACK buttons. Instead, please always use the buttons below to move
backward and forward through the survey.
Simply click the NEXT button at the bottom of the page to begin the
survey.
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4HE3URVEY)NSTRUMENT| B-3
New and/or Improved Services
Q1a
Please rate the importance to you of the following existing or potential new services.
A university-wide calendaring system
Q1b
Wireless access everywhere on campus
Q1c
Personal web hosting
Q1d
Improved remote access
Collaboration software (wikis, file storing
and sharing)
Assistance with creating and maintaining
websites, blogs
Q1e
Q1f
Q1g
High-performance computing
Q1h
Improved spam blocking
Digital asset management and
conservation services
Tools for managing collections of physical
objects
Q1i
Q1j
Not At All
Important1
2
3
4
5
VeryImport
ant6
N/ADon't
Know
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Sources of Getting Help with Technology
Q2a
How important are the following sources to you in getting direct help with computers and related
technologies that you use for your UC Berkeley work?
Very Unimp
My department's IT support staff
Q2b
Q2c
Q2d
IST Service Desk
IST Departmental On-site Computing
Support (DOCS)
IST Technical Account Management
(TAM)
ortant 1
2
3
4
5
VeryImport
ant 6
N/ADon't
Know
!
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Q2e
Peers or colleagues
Q3a
How important are the following online resources to you in getting help with computers and related
technologies that you use for your UC Berkeley work?
Very Unimp
IST Service Catalog
Q3b
Q3c
Q3d
IST Knowledge Base
Campus user groups and mailing lists
such as Micronet, Magnet , Webnet, etc.
Sources external to UC Berkeley such as
Google, Microsoft, Yahoo, vendors, etc.
ortant 1
2
3
4
5
VeryImport
ant 6
N/ADon't
Know
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MOR Associates, Inc.
IST Communications
Q4a
Rate your level of agreement with the statement, "I understand the range of services provided by the
Information Services and Technology (IST) department."
I understand the range of services
provided by ITS
Q5
StronglyDis
agree1
Disagree2
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gree4
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StronglyAgr
ee6
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Have you visited the IST Service Catalog website in the last six months?
! Yes
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IST Communications
Q6a
Q6b
Q6c
Q7a
Rate your level of agreement with the following statements regarding the online IST Service Catalog.
The IST Service Catalog is easy to find.
I can find the service I!m looking for in the
IST Service Catalog.
I get the information I need from the IST
Service Catalog.
Disagree2
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How satisfied are you with IST communications during major service interruptions?
IST communications during major service
interruptions
Q8
Somewhat SomewhatA
gree4
Disagree3
StronglyDis
agree1
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
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What would help with IST communications during major service interruptions?
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4HE3URVEY)NSTRUMENT| B-5
Network Services
Q9a
How satisfied are you with the performance of the wired network at UC Berkeley?
Wired network performance
Q10a
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
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How satisfied are you with the following aspects of UC Berkeley's campus wireless network?
Reliability of the network
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
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Q10b
Coverage of the network
Q10c
Guest access to the wireless network
Q11a
How satisfied are you with network services overall?
Network services overall
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
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Remote Access
Q12a
How satisfied are you with your ability to access UC Berkeley online services while away from campus?
Within the U.S.
Q12b
Outside the U.S.
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
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MOR Associates, Inc.
B-6 | 4HE3URVEY)NSTRUMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Email and Webmail
Q13a
Please rate the importance to you of UC Berkeley support for the following mobile email clients.
Very Unimp
Blackberry
ortant 1
2
3
4
5
VeryImport
ant 6
N/ADon't
Know
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!
%
$
#
"
!
Q13b
Windows Mobile
Q13c
Palm
Q13d
iPhone
Q13e
Android
Q14a
How satisfied are you with the following aspects of email?
Spam blocking
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
!
%
$
#
"
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!
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!
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!
%
$
#
"
!
Q14b
Mailing list management (e.g., Listserv)
Q14c
Disk space quota
Q14d
Support services
Q15a
How satisfied are you with UC Berkeley email overall?
Email overall
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
%
$
#
"
!
%
$
#
"
!
%
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#
"
!
%
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"
!
%
$
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!
%
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#
"
!
%
$
#
"
!
Telephone Service (Faculty and Staff)
Q16a
How satisfied are you with the following aspects of UC Berkeley telephone service?
Availability of features
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
%
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!
%
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"
!
!
%
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"
%
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!
%
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"
!
!
%
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"
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!
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"
!
!
%
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"
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!
%
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!
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"
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!
%
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"
!
!
%
$
#
"
%
$
#
"
!
Q16b
Cost
Q16c
Problem resolution
Q17a
Rate your level of agreement with the following statements regarding the UC Berkeley telephone options.
Q17b
Q17c
Q18a
I could do my job with only a UC Berkeley
landline telephone.
I could do my job with only a UC Berkeley
cell phone.
I need both a UC Berkeley landline and
cell phone to do my job.
Somewhat SomewhatA
gree4
Disagree3
StronglyDis
agree1
Disagree2
Agree5
StronglyAgr
ee6
N/ADon't
Know
%
$
#
"
!
%
$
#
"
!
%
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#
"
!
%
$
#
"
!
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!
%
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!
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!
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"
!
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!
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"
!
%
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"
!
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!
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"
!
%
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"
!
%
$
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"
!
%
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"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
How satisfied are you with UC Berkeley telephone service overall?
Telephone services overall
MOR Associates, Inc.
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
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"
!
%
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!
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!
%
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#
"
!
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4HE3URVEY)NSTRUMENT| B-7
Computing Environment
Q19a
Please rate the importance to you of UC Berkeley support for the following desktop operating systems.
Very Unimp
Windows
Q19b
Mac OS X
Q19c
Linux
Q19d
Unix
ortant 1
2
3
4
5
VeryImport
ant 6
N/ADon't
Know
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
%
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"
%
$
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"
!
%
$
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"
!
%
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"
!
!
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"
!
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!
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!
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!
%
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%
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!
%
$
#
"
!
%
$
#
"
!
Software
Q20
Have you visited IST's software website at any time in the past year? (software-central.berkeley.edu)
! Yes
%
$
#
"
% No
$
#
"
!
% I'm note sure
$
#
"
!
Q21a
Rate your satisfaction with the following aspects of software-central.berkeley.edu
Available selection of software
Q21b
Ease of finding desired software
Q21c
Timeliness of updates
Helpfulness of Berkeley-specific software
documentation
Q21d
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
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!
!
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!
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"
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"
!
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!
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!
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#
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!
!
%
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#
"
%
$
#
"
!
%
$
#
"
!
MOR Associates, Inc.
B-8 | 4HE3URVEY)NSTRUMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Security
Q22
Do you manage any aspect of the security for your desktop or laptop computer?
! Yes
%
$
#
"
% No
$
#
"
!
Q23
Which of these preventive security measures have you made a practice of following?
(Check all that apply.)
& Some anti-virus software is installed on your computer.
*
)
(
'
* Managed anti-virus software available on software-central.berkeley.edu is installed.
)
(
'
&
* Operating system updates (such as Windows and Mac OS X updates) are installed automatically.
)
(
'
&
* Application software updates (such as Microsoft Office updates) are installed regularly.
)
(
'
&
* Don't know / None of the above
)
(
'
&
Q24
Which one of the following would be most effective in helping you protect your computer? (Check all that
apply.)
& More timely communication about threats
*
)
(
'
* Assistance in responding to email security notices sent from IST regarding my computer
)
(
'
&
* Better documentation on how to secure my computer
)
(
'
&
* None of the above
)
(
'
&
IST Computer Security Offerings
Q25a
Q25b
Q25c
Please rate your satisfaction with the following aspects of IST's computer security offerings:
Security software provided by IST
Effectiveness of documentation and
instructions in preventing attacks
Effectiveness of documentation and
instructions in recovering from attacks
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
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"
!
!
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#
"
%
$
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"
!
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!
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#
"
!
%
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#
"
!
%
$
#
"
!
%
$
#
"
!
Security Policies
Q26a
How often do you handle the following types of sensitive information? (Pick the point on the scale that
comes closest.)
Daily
Weekly
Monthly
Less Than
Monthly
Never
Other people's Social Security numbers
or birth dates
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Q26b
Other people's medical records
Q26c
Q26d
Student grades
Other people's salary or other financial
information
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
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!
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!
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!
!
%
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"
%
$
#
"
!
%
$
#
"
!
Q27
Are you aware of campus procedures for how sensitive information must be protected?
! Yes
%
$
#
"
MOR Associates, Inc.
! No
%
$
#
"
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4HE3URVEY)NSTRUMENT| B-9
Data Backup (Faculty and Staff)
Q28a
Q28b
Q28c
Q28d
Q28e
Q28f
Rate your level of agreement with the following statements regarding backing up computer files.
It's important to have daily backups of my
desktop data files.
I understand the options available for
desktop backup.
My desktop data files are automatically
backed up daily to a departmental or
central server.
My desktop data files are occasionally
backed up to a locally attached storage
device such as another hard drive,
flashdrive or CD.
I would use an automated backup system
if it were cheaper.
I would use an automated backup system
if it were easier to setup.
Somewhat SomewhatA
gree4
Disagree3
StronglyDis
agree1
Disagree2
Agree5
StronglyAgr
ee6
N/ADon't
Know
%
$
#
"
!
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!
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!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
CalNet ID
Q29a
Q29b
Please rate your satisfaction with the following aspects of using your CalNet ID:
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
Ease of activating your ID for use across
campus
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Ease of changing your passphrase
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Berkeley IT Services Overall
Q30a
How satisfied are you with the overall level of information technology services at UC Berkeley?
Berkeley IT services overall
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/A Don't
Know
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
IST Service Attributes
Q31a
Q31b
How satisfied are you with the following aspects of services provided by the Information Services and
Technology (IST) department?
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/A Don't
Know
Takes a "customer-oriented" approach to
helping you
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Keeps the IT systems up and running
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
MOR Associates, Inc.
B-10 | 4HE3URVEY)NSTRUMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Student Registration Systems (Students Only)
Q32a
Please rate your satisfaction with the following student registration systems:
E-Grades
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
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$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
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$
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"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Q32b
Bear Facts
Q32c
Course enrollment/waitlist
Q32d
Degree Audit Report (DARSweb)
Q32e
Tele-BEARS
Q33a
Please rate your satisfaction with the following aspects of student registration systems:
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
!
%
$
#
"
Q33b
Availability of the service
Performance of the service once you've
gained access
Q34
What would most increase your satisfaction with student registration systems?
Calendaring (CalAgenda) (Faculty and Staff)
Q35a
Please rate your satisfaction with the following aspects of CalAgenda:
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
Q35c
Synching with mobile devices
Scheduling meetings with people across
campus
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
!
%
$
#
"
%
$
#
"
!
%
$
#
"
!
Q35d
CalAgenda website
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Q36a
How satisfied are you with CalAgenda overall?
Very
Dissatisfied
1
Dissatisfied
2
Somewhat
Dissatisfied
3
SomewhatS
atisfied 4
Satisfied 5
Very
Satisfied 6
N/ADon't
Know
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
%
$
#
"
!
Usability of the program
Q35b
CalAgenda overall
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs4HE3URVEY)NSTRUMENT| B-11
One Thing
Q37
What is one thing Information Services and Technology could do that would make it easier for you to do
your UC Berkeley work?
Did We Miss Anything?
Q38
Was there anything we didn't ask about that you would like to comment on?
Can We Help With Something Specific?
Q39
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to fill in your contact info as well.
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MOR Associates, Inc.
B-12 | 4HE3URVEY)NSTRUMENTs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
MOR Associates, Inc.
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!DDITIONAL/BSERVATIONS| C-1
Appendix C
Additional Observations
MOR Associates, Inc.
C-2 | !DDITIONAL/BSERVATIONSs5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEY
Correlations with “Satisfaction with
Berkeley IT Services Overall” for All
Question
r2
n
Q30a. Berkeley IT services overall
100%
604
Q31a. ITS takes a “customer-oriented” approach to helping you
50%
362
Q31b. ITS keeps the IT systems up and running
36%
484
Q11a. Network services overall
33%
637
Q14d. Email support services
32%
440
Q21d. Helpfulness of Berkeley-specific software documentation
28%
197
Q21a. Available selection of software
22%
282
Q7a. IST communications during major service interruptions
20%
332
Q15a. Email overall
20%
655
Q10b. Coverage of the wireless network
20%
559
MOR Associates, Inc.
Strength of
Correlation
Moderate to
High
Moderate to
Low
5#"ERKELEY)NFORMATION3ERVICES4ECHNOLOGY#USTOMER3URVEYs!DDITIONAL/BSERVATIONS| C-3
Question
r2
n
Q35d. CalAgenda website
19%
125
Q32b. Bear Facts
18%
234
Q36a. CalAgenda overall
18%
181
Q21b. Ease of finding desired software
18%
279
Q21c. Timeliness of software updates
18%
204
Q25c. Effectiveness of documentation and instructions in recovering from attacks
18%
171
Q25a. Security software provided by IST
17%
292
Q16c. Telephone problem resolution
16%
215
Q25b. Effectiveness of documentation and instructions in preventing attacks
16%
243
Q33b. Performance of the student registration service once you’ve gained access
16%
214
Q10a. Reliability of the wireless network
14%
572
Q18a. Telephone services overall
13%
408
Q9a. Wired network performance
13%
585
Q14c. Disk space quota for storing email messages
13%
538
Q16b. Telephone cost
13%
258
Q33a. Availability of the student registration service
13%
214
Q35c. Scheduling meetings with people across campus using CalAgenda
12%
156
Q12a. Accessing UC Berkeley online services away from campus within the U.S.
12%
603
Q35b. Synching CalAgenda with mobile devices
12%
75
Q14b. Mailing list management (e.g., Listserv)
12%
491
Q29a. Ease of activating your CalNet ID for use across campus
12%
620
Q35a. Usability of the CalAgenda program
12%
179
Q32e. Tele-BEARS
11%
226
Q16a. Availability of telephone features
11%
360
Q32c. Course enrollment/waitlist
10%
220
Q29b. Ease of changing your CalNet ID passphrase
10%
395
Q14a. Spam blocking
10%
624
Q12b. Accessing UC Berkeley online services away from campus outside the U.S.
8%
324
Q32a. E-Grades
8%
112
Q10c. Guest access to the wireless network
4%
336
Q32d. Degree Audit Report (DARSweb)
2%
111
Strength of
Correlation
Low
Very Low
MOR Associates, Inc.