Home » IT Services News » IT Services News No. 198 (Apr 2019) » Results of ITS User Survey 2019

Results of ITS User Survey 2019

1. About the Survey

IT Services (ITS) conducted an annual User Survey during the period from 19 February to 22 March 2019.  This is an important exercise of ITS which would enable us to: (a) know about our users’ experience and feedback on our services; (b) gain a better understanding of our users’ needs in IT and related services; and (c) identify the areas where improvements are needed.

All staff and students were invited to participate in this survey.  We received a total of 286 completed responses this year.  126 are from staff (44%) and 160 are from students (56%).  The distribution is tabulated in Table 1.

Table 1: Respondents by User Groups

 

Percentage

No. of responses

Staff members

44%

126

Undergraduate students

42%

120

Postgraduate students

14%

40

Total:

100%

286

In this survey, users were asked to indicate the extent to which they agreed with the survey questions that described the ITS services on a scale of 5 to 1, namely Strongly Agree (5), Agree (4), Neutral (3), Disagree (2) and Strongly Disagree (1).  For questions that are not applicable to them, they could simply choose Not Applicable/Not Using (NA).  The mean score based on the five-point scale is calculated.

2. Most Important and Most Satisfied Services

Table 2 shows the rankings of the 15 IT services surveyed in terms of “most important” and “most satisfied” from users’ perspective.

Table 2: Ranking of the Most Important and the Most Satisfied Services

Ranking

Most Important

Most Satisfied

1st

Network - WiFi network

Email

2nd

Email

eLearning services (Moodle and lecture capture)

3rd

HKU Portal

Centrally coordinated software (Office 365, MATLAB, SPSS, etc.)

4th

eLearning services (Moodle and lecture capture)

Service Desk support

5th

University-wide administrative systems for staff use (SIS, HCMS, etc.)

Network - Wired network (e.g. office and PC laboratories)

6th

Centrally coordinated software (Office 365, Matlab, SPSS, etc.)

Information security

7th

Information security

HKU Portal

8th

Network - Wired network (e.g. office and PC laboratories)

Central servers (e.g. web servers and ITS Cloud)

9th

Learning environment services (central classrooms, Learning Commons and central printing service (uPrint))

Learning environment services (central classrooms, Learning Commons and central printing service (uPrint))

10th

Service Desk support

Network - HKU Virtual Private Network (HKUVPN)

11th

Network - HKU Virtual Private Network (HKUVPN)

Student Information System (SIS)

12th

High Performance Computing

High Performance Computing

13th

Student Information System (SIS)

University-wide administrative systems for staff use (SIS, HCMS, etc.)

14th

Central servers (e.g. web servers and ITS Cloud)

Network - WiFi network

15th

Mobile apps developed by ITS (Courses@HKU, Tutorial Sign-up, uPrint, etc.)

Mobile apps developed by ITS (Courses@HKU, Tutorial Sign-up, uPrint, etc.)

3. Comparison between 2018 and 2019 User Surveys

Comparing the survey results of 2018 and 2019, the mean scores on the overall central IT services are slightly improved as tabulated below:

Table 3: Mean Scores on the Overall Central IT Services

 

2018

2019

Importance

4.29

4.34

Satisfaction

3.84

3.88

We are delighted to learn that the mean scores on almost all the surveyed service categories are higher in terms of both “importance” and “satisfaction” in 2019.  This indicates the central IT services are becoming more important and we are continuously improving our services for better user experience and satisfaction.  The mean scores are summarized below as Chart 4 and Chart 5.  

Chart 4: Mean Score on the "Most Important Services" Attained in 2018 and 2019 Surveys

Chart 4: Mean Score on the Most Important Services Attained in 2018 and 2019 Surveys

Chart 5: Mean Score on the "Most Satisfied Services" Attained in 2018 and 2019 Surveys

Chart 5: Mean Score on the Most Satisfied Services Attained in 2018 and 2019 Surveys

4. Findings on the Most Important and Most Satisfied Services

From the above charts, users are satisfied with the most important services including Email (“most satisfied” score 4.15), eLearning Services (“most satisfied” score 3.98).  Centrally coordinated software (“most satisfied” score 3.97) is also very well received by our users with the addition of more software items into the pool.  

On the other hand, while Network – WiFi service is considered the most important service, its “most satisfied” score of 3.46 is ranked 14th out of 15 services though this mean score is up from 3.19 in 2018.  This is an area we will urge for improvement based on users’ comments collected and both short-term and long-term improvement plans will be formulated to address the issues identified.  

University-wide administrative systems for staff use (SIS, HCMS, etc.) is another area that draws our attention to as it is showing a wider gap in the ranking between the “most important” and “most satisfied” scores.  This area covers a wide service scope and we will review users’ comments and look for the possible improvement areas. 

5. Summary 

The above score ratings is an assessment report telling us how good we are doing and the areas we need to continue working on to strive for improvement.  We are thankful to all the respondents who gave us their scores and constructive comments. They are valuable for us to review our service strategy, resources priority and improvement plans.  We shall continue updating our users about our enhancements and new services ahead that will be able to improve our service delivery.

We look forward to receiving user feedback from our staff and students.  Please feel free to contact our Service Desk at ithelp@hku.hk or 3917 0123 if you wish to let us know your feedback or need assistance in the use of the central IT services.

 

Idy Tang
User Services Team
Tel: 3917 6220
Email: tangky@hku.hk