Current State Analysis
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OSU Administrator Satisfaction & Needs Survey

Executive Summary

The Zoomerang web-based survey tool was used to survey 62 administrators at OSU in order to understand their perceptions of current information technology services at the university. Twenty-four responded (38% response rate). The sample population consisted primarily of primarily of senior fiscal officers in academic and administrative units. Due to the low response rate and small sample size, considerable caution must be exercised in extrapolating from survey findings. Compared to a faculty sample, administrators expressed relatively more concern about security of data, cost and reliability of technology, and lack of necessary technical support. Satisfaction indices, which are at or slightly above the 50% level, invite further inquiry.

Administrator Survey Results

A block of questions pertained to administrator concerns related to using technology at the university. Their responses are summarized in the following table:
Concern
To no extent
or
To a small extent
To a moderate extent

To a great extent
or
To a very great extent
Security of electronic data
6
2
16
Privacy of communications
4
12
8
Cost of technology
0
6
18
Reliability of technology
3
2
19
Ethical use of electronic information and technology
2
11
11
The time it takes to learn and use technology
2
9
12
Lack of necessary technical support
5
6
13
Accessibility for people with disabilities
7
12
4
Cross-platform problems (Mac-PC-UNIX)
16
4
4


Note: Due to small sample size, figures in table are actual N instead of percentages

An open-ended question asked how respondents would describe information technology at OSU if they were talking to an administrator at another college. Administrator descriptions were quite varied. Five members of the sample used terms such as "much improved," "very good," "highly developed,"and "effective." Four described information technology as "disjointed,"a "patchwork,"and that it varied by department. Individual responses were made about its expense, its untapped potential, and that information technology had become so large, it was becoming more difficult to secure technical support.

When asked what three things the university could do to improve information technology products and services, the most frequent suggestions were for no-cost training on applications and for easier access to and more effective technical support (N = 5 each). Four administrators suggested providing more information on what technology is available. Providing better and more convenient access to central data and developing standards for use across the university were each mentioned three times. Concerns about cost were also noted.

Fifty-eight per cent of the sample described themselves as familiar or very familiar with information technology resources at the university, 12% reported they were unfamiliar or very unfamiliar, with the remainder in between. All members of the sample rated themselves average, above average or expert computer users.

With respect to the helpfulness and responsiveness of the information technology support services staff at the university, 52% were satisfied, 29% neutral, and 21% dissatisfied. Fifty-four per cent indicated they were satisfied with the ability of information technology resources at the university to meet their technology needs, whereas 21% were neutral, and 25% dissatisfied. For both of these questions, no administrator usedthe "very dissatisfied" rating

For overall level of satisfaction with information technology resources at OSU, 50% were satisfied, 29% neutral, and 21% dissatisfied.

Detailed survey results for closed-ended responses are available at Zoomerang. Also see open-ended responses.


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