Prelude

The OCIO annual voice of the community poll was conducted during the first quarter of calendar 2012. The initial email notification was sent to all sampled individuals on February 17, 2012, the poll was opened on February 21, 2012, and the poll was closed on March 9, 2012. The survey was administered by the statistical team in the Office of the CIO. For faculty and staff, subjects were randomly selected from databases provided by the Office of Human Resources. Office of the Registrar provided the random samples for students.

Three new questions were added to the 2012 poll. The questionnaire was comprised of 15 questions associated with 16 different services on a 5 point scale ranging from very dissatisfied to very satisfied. Neutral was considered valid. Not applicable (N/A) and no response to a question were not considered valid.

The random sampling included 2000 Faculty, 2000 Staff, 2500 Graduate Student, and 2500 Undergraduate students. The margin of error at 95% confidence level ranging from 4.1 for staff to 5.1 for undergrad was calculated based upon the number of returned surveys per group.

Two additional questions were asked to gauge overall satisfaction. The first was "how satisfied are you with the overall service experience with services provided by the Offices of the CIO?" The positive satisfaction from respondents in 2012 was 68.1% compared to the same in 2011 and 64.9% in 2010. The second question asked "When I think about information technology on campus I perceive the Office of the CIO as information technology leaders." 45.2% of the respondents to this question either agreed or strongly agreed representing a decrease from 48.1% in 2011, but still a slight increase from 44.5% in 2010.

To gain the most value when reading this report, one should pay attention to the trends in negative responses, positive responses, neutrals, and even the percentage of N/A responses. Positive ratings ranged from a low of 50.2% for Media Services to a high of 72.2% for 8-help, IT Service Desk. Dissatisfied ratings ranged from a low of 4.9% Buckeye Bar to a high of 20.1% for OSU Wireless Network. Neutrals ranged from 16.9% for Email Services to 40.9% for Digital Union and N/A ranged from a low 3.8% for Account and Identity Management to a high of 65.9% for BuckeyeBar.

Overall, the combined percentage of satisfaction for services improved or remained equal for only 5 of the services and declined on seven services compared to 2011. The data from last three years suggests a positive trend for Email, SIS, Buckeye Bar and Buckeye Link. Security represented the largest change in positive satisfaction over 2011, with an increase of 10.2 points, but still 2.2 points down from 2010. This year, Security is the only area that showed noticeable change in positive ratings. Improvements in other four areas were within the margin of error. Services with the greatest declines in satisfaction included OSU Wireless Network and Media Services with both showing more than 5 point decrease over 2011.

Trend: Positive Satisfaction Ratings
 
2012
2011
2010
Change
over
2011
Change
over
2010
Security of Electronic Data 65.8% 55.6% 68.0% 10.2% -2.2%
Email Service 67.5% 65.7% 57.2% 1.8% 10.3%
Student Information System 56.3% 54.6% 45.5% 1.7% 10.8%
BuckeyeBar 66.5% 64.9% 58.0% 1.6% 8.5%
Buckeye Link 69.8% 68.8% 60.2% 1.0% 9.6%
8-help, IT Service Desk 72.2% 73.4% 72.5% -1.2% -0.3%
The Digital Union 52.9% 55.3% 49.0% -2.4% 3.9%
Carmen 72.1% 75.7% 71.1% -3.6% 1.0%
OSU Wired Network 66.8% 70.7% 69.0% -3.9% -2.2%
Student Computing Centers 53.5% 57.7% 54.1% -4.2% -0.6%
Media Services 50.2% 55.4% 51.9% -5.2% -1.7%
OSU Wireless Network 59.2% 64.9% 63.3% -5.7% -4.0%

 

In 2012, neutrals increased in all areas with the exception of Buckeye Bar. Changes over 2011 show as much as 4.3% variance. The data suggests that respondents were more opinionated toward dissatisfied this year than in 2011 and were more likely to select neutral over satisfied for all questions with the exception of Security, SIS, Buckeye Link and Email Service.

 

Ratings for Newly Added Questions
  Positive Neutral Negative N/A
Telephone and Voice Services 63.8% 25.2% 11.1% 6.9%
Site License Software 58.4% 33.5% 8.1% 45.9%
Account and Identity Management 57.9% 25.1% 17.0% 3.8%
Highest Positive Satisfaction Ratings
  Positive Neutral Negative N/A
8-help, IT Service Desk 72.2% 20.1% 7.7% 20.6%
Carmen 72.1% 18.5% 9.4% 17.9%
Buckeye Link 69.8% 22.7% 7.6% 24.0%
Lowest Positive Satisfaction Ratings
  Positive Neutral Negative N/A
Media Services 50.2% 37.2% 12.6% 34.8%
The Digital Union 52.9% 40.9% 6.3% 62.7%
Student Computing Centers 53.5% 37.2% 9.3% 58.5%
Highest Percent of N/As
  Positive Neutral Negative N/A
BuckeyeBar 66.5% 28.5% 4.9% 65.9%
The Digital Union 52.9% 40.9% 6.3% 62.7%
Student Computing Centers 53.5% 37.2% 9.3% 58.5%
Highest Percent of Dissatisfaction
  Positive Neutral Negative N/A
OSU Wireless Network 59.2% 20.7% 20.1% 14.4%
Email Service 67.5% 16.9% 15.5% 8.5%
Account and Identity Management 57.9% 25.1% 17.0% 3.8%

How did Security compare?

  • 6 services rated higher on the positive satisfaction scale (Email, BuckeyeBar, Buckeye Link, 8-help, Carmen and OSUNet)
  • 6 services had a lower % of neutral responses (Buckeye Link, Carmen, OSU Wireless, OSUNet, Email and 8-help)
  • 6 services had a Lower negative satisfaction rating (Buckeye link, DU, BuckeyeBar, SLS, OSUNet and 8-help)
  • 5 services had a lower N/A (Carmen, Email, Voice Service, OSU Wireless and IdM)

How did OSU Wireless compare?

  • 6 services rated lower on the positive satisfaction scale (SIS, DU, SLS, IdM, Student Computing Centers and Media)
  • All but 3 services (8-help, Carmen and Email) had a greater % of neutral responses
  • No services had a higher negative satisfaction rating
  • All but 3 services (Email, Voice Service and IdM) had higher N/A