James L. Wolf R.B. Sherick

James L. Wolf R.B. Sherick

Survey methodology Random sample of 1731 faculty, staff and students 524 respondents Used Survey Monkey to send email to each on 5/5 with an access token attached. Followed up with reminder message on 5/10. Survey closed on 5/13.

Demographics What is your Primary Role at the University? None of above 0% Undergraduate 53% Adjunct Faculty 3% Faculty 16% Staff 13% Undergraduate Graduate Student Adjunct Faculty Faculty Staff None of above Graduate Student 15%

Operating System What Operating System do you primarily use for University- related work? Other Unix 0% Linux 2% Mac 23% Windows 75% Windows Mac Linux Unix Other Unix 0% Linux 7% Do you also work on a SECOND, DIFFERENT operating system? What kind? Yes, SEVERAL 3% Windows Mac Mac 18% No, just 1 56% Linux Unix Yes, SEVERAL No, just 1 Windows 16%

Important Services (Undergraduates, n=245) Campus Phone Important Services Undergraduates, (n = 245) ResCons BingView Help Desk Most Important Network Storage Classroom/AV Tech Second Wired Network Pharos Printing Third Wireless Network Pods & IC Blackboard Email 0 20 40 60 80 100 120 140 160 180 Fourth Fifth

Overall Satisfaction (Undergraduate) Quality Improved or worsened? 160 140 120 100 80 60 40 20 0 How would you rate your overall satisfaction with our services? 151 7 Very unsatisfied 16 50 Unsatisfied Neutral Satisfied Very satisfied 22 Average = 3.67 (3.51) Average = 3.24 (3.16) 180 160 140 120 100 80 60 40 20 0 1 9 157 Much worse Worse Stayed the same 62 Improved 2 Greatly Improved

Overall Satisfaction Fall08- Spr11 Undergraduates 4 3.5 3 2.5 2 Ave Quality Ave I/W 1.5 1 0.5 0 Fall08 Spr09 Fall09 Spr10 Fall10 Spr11

Important Services (Graduate Students, n=70) ResCons Campus Phone Network Storage BingView Help Desk Wired Network Classroom/AV Tech Pharos Printing Pods & IC Email Most Second Third Fourth Fifth Sixth Wireless Network BUBrain Portal Blackboard 0 10 20 30 40 50 60 70

Overall Satisfaction (Graduate Student) 35 Quality 35 Improved? 30 30 25 25 20 20 15 15 10 10 5 5 0 Very unsatisfied Unsatisfied Neutral Satisfied Very satisfied 0 Much worse Worse Stayed the same Improved Greatly Improved Ave = 3.8 (3.73) Ave. = 3.26 (3.36)

Overall Satisfaction Fall08- Spr11 Graduate Students 3.9 3.8 3.7 3.6 3.5 3.4 3.3 Ave Quality Ave I/W 3.2 3.1 3 2.9 Fall08 Spr09 Fall09 Spr10 Fall10 Spr11

Important Services (Faculty incl. Adjunct, n=70) BingView Major Business Network Apps Storage RoadRunner PC Repair Site Licensed SW Wired Network Campus Phone Helpdesk Wireless Network Classroom/AV Tech Blackboard Email Most Second Third Fourth Fifth Sixth 0 20 40 60 80 100

Overall Satisfaction (Faculty, incl. Adjunct n=94) Quality Improved? 50 47 60 57 45 40 50 35 40 30 25 20 24 30 24 15 14 20 10 5 0 3 Very unsatisfied 6 Unsatisfied Neutral Satisfied Very satisfied Average=3.88 (3.74) 10 0 0 6 Much worse Much worse Stayed the same Improved Average = 3.29 (3.40) 4 Greatly improved

Overall Satisfaction Fall08- Spr11 Faculty/Adjuncts 4.5 4 3.5 3 2.5 2 Ave Quality Ave I/W 1.5 1 0.5 0 Fall08 Spr09 Fall09 Spr10 Fall10 Spr11

Important Services (Staff, n=59) BingView Site Licensed SW Major Business Apps RoadRunner Blackboard PC Repair Network Storage Classroom/AV Tech Wired Network Helpdesk Most Second Third Fourth Fifth Sixth Wireless Network Campus Phone Email 0 10 20 30 40 50 60

Overall Satisfaction (Staff n=59) 35 30 Quality 32 45 40 Improved? 39 35 25 30 20 18 25 15 20 20 10 15 10 5 0 4 1 Very Unsatisfied Neutral Satisfied Very unsatisfied satisfied 4 5 0 0 0 Much worse Worse Stayed the same Improved 0 Greatly improved Average = 4.0 (4.03) Average = 3.34 (3.15)

Overall Satisfaction Fall08- Spr11 Staff 4.5 4 3.5 3 2.5 2 Ave Quality Ave I/W 1.5 1 0.5 0 Fall08 Spr09 Fall09 Spr10 Fall10 Spr11

Overall Satisfaction Fall08- Spr11 - Campus 4.1 4 3.9 3.8 3.7 Mean Q 3.6 3.5 Mean Q 3.4 3.3 3.2 Fall08 Fall08 Fall08 Fall08 Fall09 Fall09 Fall09 Fall09 Fall10 Fall10 Fall10 Fall10 Spr09 Spr09 Spr09 Spr09 Spr10 Spr10 Spr10 Spr10 Spr11 Spr11 Spr11 Spr11 U G F S U G F S U G F S U G F S U G F S U G F S

Comparison with Previous Semesters Wireless Network Blackboard E- mail

Wireless Network Students Faculty/staff 100% 100% 90% 90% 80% 80% 70% 70% 60% 60% 50% 40% 30% 20% 10% Poor Below Average Average Above Average Excellent 50% 40% 30% 20% 10% Poor Below Average Average Above Average Excellent 0% Fall 2009 (n=172) Spring 2010 (n=151) Fall 2010 (n=219) Spring 2011 (n=250) 0% Fall 2009 (n=172) Spring 2010 (n=151) Fall 2010 (n=219) Spring 2011 (n=250)

Blackboard Student Faculty/staff 100% 100% 90% 90% 80% 80% 70% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 10% 0% Fall 2009 (n=205) Spring 2010 (n=245) Fall 2010 (n=251) Spring 2011 (n=202) 0% Fall 2009 (n=63) Spring 2010 (n=79) Fall 2010 (n=73) Spring 2011 (n = 38)

E- mail Student Faculty/staff 100% 100% 90% 90% 80% 80% 70% 70% 60% 50% 40% Poor Below Average Average 60% 50% 40% Poor Below Average Average 30% 20% Above Average Excellent 30% 20% Above Average Excellent 10% 10% 0% Fall 2009 (n=171) Spring 2010 (n=225) Fall 2010 (n=225) Spring 2011 (n=219) 0% Fall 2009 (n=124) Spring 2010 (n=128) Fall 2010 (n=131) Spring 2011 (n=57)

Notable Comments There should be one more wireless network added called "BU Gaming". Unlike "BU Wireless" and "BU Secure", "BU Gaming" could be for gaming devices only, such as PS3 and Xbox 360. In this way, online game play would not be interrupted by busy wireless servers connected to 20+ computers. - student Wireless in parking lots, please. While it sounds picky, it would increase my productivity that much moreso since I make that journey in from the parking lot only when it is absolutely necessary... and some days, checking Bmail from my car would be great, letting me grade papers in peace. - faculty Computer center people are dismissive, sometimes rude, and poor at helping by phone. - faculty

Quality Comparisons for Recently Surveyed Items BU Brain, Pods and Information Commons, Pharos Printing

BU Brain - - Students 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall 2009 (n=175) Spring 2010 (n=214) Fall 2010 (n=225) Spring 2011 (n=196) Ave=3.2 Ave=3.6 Ave=3.6 Ave=3.3

Pods and Information Commons - - Students 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2009 (n=126) Spring 2010 (n=146) Fall 2010 (n=189) Spring 2011 (n=161) Ave=3.4 Ave=3.4 Ave=3.2 Ave=3.3

Pharos Printing - - Students 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2009 (n=88) Spring 2010 (n=129) Fall 2010 (n=128) Spring 2011 (n=116) Ave=3.1 Ave=3.2 Ave=3.0 Ave=3.2

Help Desk - - Faculty and Staff 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall 2009 (n=76) Spring 2010 (n=81) Fall 2010 (n=44) Spring 2011 (n=46) Ave=3.8 Ave=4.0 Ave=3.7 Ave=3.9

Faculty Only Quality indicators for Blackboard, E- mail, HelpDesk and Classroom AV/Technology

Blackboard Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall 2009 (n=26) Spring 2010 (n=49) Fall 2010 (n=61) Spring 2011 (n=39) Ave= 3.4 Ave= 3.2 Ave= 3.3 Ave=3.3

E- mail Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% 20% Poor Below Average Average Above Average Excellent 10% 0% Fall09 (n=31) Spr10 (n=53) Fall10 (n=41) Spr11 (n=40) Ave= 3.5 Ave= 3.5 Ave= 3.3 Ave=3.8

Help Desk Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall09 (n=22) Spr10 (n=30) Fall10 (n=25) Spr11 (n=30) Ave= 3.4 Ave= 3.0 Ave = 3.3 Ave= 3.3

Classroom AV/Technology Faculty Only 100% 90% 80% 70% 60% 50% 40% 30% Poor Below Average Average Above Average Excellent 20% 10% 0% Fall09 (n=23) Spr10 (n=38) Fall10 (n=33) Spr11 (n=33) Ave= 3.3 Ave= 3.4 Ave= 2.9 Ave=3.6

Strategic Objectives All Repondents

Importance of Objectives Use practices that foster more productivity in ITS. Strengthen the University s business systems. Extremely Important Scalable, modern, high- speed and secure infrastructure. Important Support research IT infrastructure. Neutral Unimportant Support teaching and learning. Of no interest Stable, dependable environment. 0% 20% 40% 60% 80% 100%

Objective Success Rating Use practices that foster more productivity in ITS. Strengthen the University s business systems. Scalable, modern, high- speed and secure infrastructure. Support research IT infrastructure. Outstanding Doing well OK Not so hot Abominable Support teaching and learning. Stable, dependable environment. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Strategic Objectives Faculty & Adj Only

Strategic Objectives Importance Faculty & Adj only (n=99) Use practices that foster more productivity in ITS. Strengthen the University s business systems. Scalable, modern, high- speed and secure infrastructure. Support research IT infrastructure. Extremely important Important Neutral Unimportant Of no interest Support teaching and learning. Stable, dependable environment. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Strategic Objectives Success Faculty & Adj only (n=99) Use practices that foster more productivity in ITS. Strengthen the University s business systems. Scalable, modern, high- speed and secure infrastructure. Support research IT infrastructure. Outstanding Doing well OK Not so hot Abominable Support teaching and learning. Stable, dependable environment. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%