Home » IT Services News » IT Services News No. 162. March - April 2013 » Results of the IT Services User Survey 2012-2013

Results of the IT Services User Survey 2012-2013

1. Introduction

2. Importance and Satisfaction of Essential IT Services

3. Summary of Responses on Essential IT Services

Appendix: Statistics of the responses for the questions in the survey

1. About Email Services
2. About Information Security
3. About Network Services
4. About Server Computers
5. About HKU Portal
6. About Learning Management System - Moodle
7. About PC Laboratories and Learning Commons
8. About User Support Services


1. Introduction

To help us improve our service quality and user satisfaction, ITS conducts biannual User Survey to invite users to give us feedback on their use of the central IT services.

Invitation emails were sent to all staff and students in December 2012 and January 2013.  A total of 417 valid responses were received.  The response count is summarized in Table 1.

Table 1: Types of Respondents

User Type Count in Group Percentage
Staff Academic

50

153 36.7%
Non-Academic 103
Students Postgraduate 62 264 63.3%
Undergraduate 202

2. Importance and Satisfaction of Essential IT Services

In this survey, users were asked to rate the importance and satisfaction of the essential IT Services. The rating scale used in this survey ranges from 1 to 5, with 5=most important/satisfied, 1=least important/satisfied.  In this report, scores of 3-5 are classified as satisfactory and scores of 1-2 are classified as unsatisfactory.

Table 2 lists the importance ratings of the essential IT services indicated by the respondents.  Table 3 lists the satisfaction ratings of the IT services. 
 

Table 2: Summary on Importance of IT Services to Staff and Students

Importance of IT Services

Total

Rating=1
Rating=2
Rating=3
Rating=4
Rating=5
Rating= (3 to 5)
2012/13
Email service
414
0.2%
1.7%
4.1%
19.3%
74.7%
98.1%
HKU Portal
414
1.1%
1.0%
6.8%
24.9%
66.2%
97.9%
Network service (on and off campus)
410
1.0%
1.6%
7.1%
21.0%
69.3%
97.4%
Information Security
406
0.7%
2.7%
10.1%
23.6%
62.9%
96.6%
Learning Management System – Moodle
373
5.6%
5.9%
19.0%
26.3%
43.2%
88.5%
User support service
399
3.0%
8.5%
27.8%
32.1%
28.6%
88.5%
Server computers (HPCPOWER, web server cloud, etc.)
365
5.5%
9.6%
34.2%
26.3%
24.4%
84.9%
PC laboratories and Learning Commons
381
7.3%
10.2%
21.8%
31.8%
28.9%
82.5%

Table 3: Summary on Satisfaction of IT Services

Satisfaction of IT Services

Total

Rating=1
Rating=2
Rating=3
Rating=4
Rating=5
Rating= (3 to 5)
Overall
Information Security
390
0.7%
0.5%
14.4%
52.3%
32.1%
98.8%
Email service
408
1.7%
4.7%
17.4%
46.3%
29.9%
93.6%
Server computers (HPCPOWER, web server cloud, etc.)
330
2.4%
5.5%
38.2%
42.1%
11.8%
92.1%
User support service
371
2.4%
6.2%
37.5%
36.1%
17.8%
91.4%
PC laboratories and Learning Commons
351
2.8%
6.6%
33.6%
36.8%
20.2%
90.6%
Network service (on and off campus)
400
1.9%
8.8%
27.5%
43.3%
18.5%
89.3%
HKU Portal service
406
3.4%
8.1%
25.4%
42.4%
20.7%
88.5%
Learning Management System – Moodle
347
3.7%
9.5%
32.6%
39.8%
14.4%
86.8%

The three most important and most satisfied services ranked by users are listed in Table 4, and the ranking of the last survey conducted in 2010/11 is also tabulated for comparison.

Table 4: Comparison of Importance and Satisfaction of IT Services with last survey

  Most Important
(2012/13)
Most Important
(2010/11)
Most Satisfied
(2012/13)
Most Satisfied
(2010/11)
Rank 1 Email service HKU Portal Information Security Server computers (HPCPOWER, web server cloud, etc.)
Rank 2 HKU Portal Network service (on campus) Email service Network service (on campus)
Rank 3 Network service Email service Server computers (HPCPOWER, web server cloud, etc.) Email service

The 3 most important services in the 2 biannual surveys are the same, namely email service, HKU Portal and network service.  Respondents continued to rate email service and server computers among the most satisfied services, and they rated information security as the most satisfied service in the 2012/13 survey.

While network, HKU Portal and Learning Management System are the “least satisfied” services, 86.8-89.3% of the respondents gave them a satisfaction score of 3 to 5.  Overall, the satisfaction level on the essential IT services was high in 2012/13 survey.  This compares with 70.6-78.8% for the three “least satisfied” services recorded in the 2010/11 survey. 

 
 


3. Summary of Responses on Essential IT Services

Below are the highlights of each of the essential IT services under the User Survey of 2012/13.  The Appendix shows the distribution graphs of the responses of the survey questions.  The satisfaction scores discussed below are shown in the distribution graphs. 

1. Email Service

Email was the most important service ranked by respondents with 93.6% of them found it satisfactory.  Respondents accessed their email mostly by webmail (47.5%) and then by mobile device (31.1%).  The outsourced HKU Connect email (Google platform) for students received the highest satisfaction mean score (4.06), followed by the mean score 3.77 for the central email service for staff (called “hkucc1” on Microsoft Exchange).  Respondents were somewhat less satisfied with the older in-house email systems (mean score 3.60 for Unix system for staff, 3.22 for Unix system for students, and 3.21 for Microsoft Exchange email for students).  They also found the virus-filtering and spam-filtering measures on the central email systems effective, with satisfaction mean score of 4.05 and 3.74 respectively. 

Our comment: The newer email systems platforms for students and staff, HKU Connect email and HKUCC1 Exchange email respectively, are better received. We are in the process of phasing out the older email systems.  Users are recommended to migrate to the newer systems.  As mobile devices are becoming more and more popular, better support is needed.  We note the wide varieties of mobile phones/pads which add to the difficulties of support.
 

2. Information Security

The most often employed security measures in protecting PCs were by installing anti-virus program (83.5%) and performing Windows Updates (54.0%). It is rather alarming to see that 22% of the respondents have their PCs infected by malware in the past 2 years.   

Our comment: While the respondents acknowledged the importance of information security, it is still a long journey for user awareness and enforcement of protection of their devices.  We should see the use of anti-virus program and Windows Updates (or all kinds of operating system updates) close to 100% before we can have a secure IT environment, not to mention the attack from the Internet at large where we can only be on the defensive side.


3. Network Service

Respondents were in general satisfied with the WiFi service on campus. They found it satisfactory to use the WiFi in the central classrooms in Centennial Campus (mean score 3.89) and Main Campus (mean score 3.80), followed by in the offices (3.52), residential halls (3.31) and open/common areas (3.10).  They also found the use of HKU virtual private network (HKUVPN2) satisfactory (mean score 3.48).  From the comment by the respondents, they were looking for improvement in WiFi coverage in the student residential halls and open/common areas.  Besides, students were more satisfied with the wired network (3.87) than the WiFi network (3.31) in residential halls. 

The satisfaction level of the network service outside campus was lower than that on campus.  More users were more satisfied with “eduroam” (mean score 3.19) than “Universities via PCCW” (2.85) and “Universities via Y5Zone” (2.75).

Our comment: With the installation of more WiFi access points in the classrooms, the users find it more satisfactory.  It is in line with our prediction that wireless modes of communication is growing.  Hall residents find that it is more satisfactory to use wired network than WiFi network. It is expected since WiFi users have to compete for the smaller WiFi bandwidth.  We shall continue to follow up with the WiFi network operators in town who provided services to our users so that they can improve on the connectivity.

 

4. Server Computers

Respondents were satisfied with the hardware server computers (mean score 3.54 for ITS cloud, 3.58 for web server cloud, 3.60 for HPC, and 3.39 for compute server). Similarly, they were satisfied with the software on the servers (mean score 3.58 for ITS cloud, 3.57 for web server cloud, 3.65 for HPC, and 3.53 for compute server).  The most received services are High Performance Computing (HPC), followed by the server clouds, and the compute server BIOINFO1/SMPSERV.

Our comment: The oldest HPC server was 9 years old and we shall apply for funding to improve on the HPC support so that research requiring HPC can be sustained and enhanced.


5. HKU Portal

HKU Portal is a popular service among University members and about 77% of the respondents used this platform on a daily basis.  The majority responded that they were satisfied with the user interface (mean score 3.38), system response (3.43), functionalities (3.67), browser compatibility (3.56), and ease of navigation of HKU Portal (3.11).  Among the HKU Portal services, the satisfaction level on MyEmail (3.77) was the highest, followed by MyPage (3.51), MyLibrary (3.39), MyDepartment/My Faculty (3.12) and Events (3.11).

Our comment: We shall continue to maintain the good performance of HKU Portal and enhance its functionality. Users are advised to use the "Search" function of HKU Portal by typing keywords to locate the target links directly.


6. Learning Management System – Moodle

About 50% of the respondents accessed their Moodle courses at least once per day. Respondents were satisfied with the ease of use (mean score 3.56) and the performance (3.49) of the Moodle system

Regarding the support service, respondents were satisfied with Moodle support website and resources (3.55), training courses and workshops (3.52), phone support (3.22) and in person support (3.18). Similar ranking applies to how users rated the importance of these Moodle support services.

Our comment: We shall continue to support and enhance the Moodle system and related services (e.g. lecture capture).  The respondents rated them as important, and employing e-learning technologies would enhance the quality of teaching and learning.


7. PC Laboratories and Learning Commons

The respondents visited the Chi Wah Learning Commons at the Centennial Campus most, followed by PC laboratories in Old Library Building, PC laboratories in Run Run Shaw Building and the Learning Commons on 1/F of Knowles Building.  Respondents were satisfied with the PC (mean score 4.23), printing (3.80) and WiFi facilities (4.18) in Chi Wah Learning Commons.  The study rooms (4.02) and quiet reading rooms (3.88) uniquely found in the Chi Wah Learning Commons were also well received. The satisfaction scores for the facilities in other PC laboratories were somewhat lower, but nonetheless above 3.5, namely PC (3.56), printing (3.65) and WiFi (3.73).

Our comment: We shall maintain the good service level and continue to improve on the PC, printing and WiFi facilities in the learning commons and PC laboratories.
 

8. User Support Services

Respondents were satisfied with our support FAQ (mean score 3.64), electronic helpdesk ithelp@hku.hk (3.62), Helpdesk Service at Room 104 of Run Run Shaw Building (3.64), Helpdesk hotline at 2859 2480 (3.55), Computer Room hotline at 2859 2496 (3.20), General Office enquiry hotline at 2859 2491(3.28), the support service offered at Room 134A of Old Library Building (3.73) and at Chi Wah Learning Commons service counter (3.79).  ITS training courses received a satisfaction mean score of 3.23.

Our comment: We shall continue to improve on the various channels of our support services.  We are devising better ways to convey our training materials to our users.  Making more use of online video is a direction that we are working on.

For details on the statistics recorded for each question in the survey, please refer to the charts in the Appendix below.

On behalf of ITS, we are very gratified for the time and valuable feedback given by our users in this survey.  The users’ responses and comments gathered in the survey are very important to assure us working in the right direction and to identify the most needed improvement areas to better serve our users. 

 

M C Pong
Tel: 3549 5232
Email: mcpong@hku.hk


Appendix: Statistics of the responses for the questions in the survey

1. About Email Services 

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2. About Information security

How users protect PC against computer malware

How do you protect your PC against computer malware? % of Total Respondents
Install anti-virus program 83.5%
Install anti-spyware program 29.5%
Perform Windows updates 54.0%
Install local firewall 35.5%
Take No IT Security Measure 7.2%

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3. About Network service  

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4. About Server Computers

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5. About HKU Portal

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6. About Learning Management System – Moodle

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7. About PC Laboratories and Learning Commons

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8. About User Support Services

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