Stanford University Information Technology Systems & Services (ITSS) Customer Satisfaction Questionnaire

Questions Specific to Administrations/Staff

Were now asking specific questions designed to help us better understand your needs as a member of the administrative community. 1. Please rate your satisfaction with the following new Oracle Financial suite of applications: a. iProcurement b. iJournals c. PCard d. ReportMart for Oracle Financials e. Labor Schedules f. Authority Manager g. Worklist (for approving transactions) 2. What would increase your satisfaction with one or more of the applications listed above?
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3. Please rate your satisfaction with the following Campus Readiness efforts in the Oracle Financial rollout: a. Information Sharing - general b. Classroom training: demos c. Classroom training: hands-on d. Online tutorials e. Local transition team assistance f. Oracle Learning Center (website) g. Oracle Financials Job Aids h. Desktop support 4. Please rate your satisfaction with the following key administrative systems: a. HR PeopleSoft b. Kronos (Leave System) c. ReportMart for PeopleSoft d. Axess e. IT Services Site (web-based invoicing/ordering)

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5. What would improve your ability to use the administrative systems listed above?

6. How useful are the following in helping you with your work? a. Stanfords web search engine b. Stanford.You c. Stanford.Who d. MailingList Service (Majordomo) e. Webmail f. HelpSU g. Dial 723-2300 - live operator h. Dial 1-info or 0 - on-camous automated directory 7. Please rate your satisfaction with the ordering process for each of the following services: a. Adding a new telephone or network jack (TSO) b. Move/add/change telephone c. Cellular phone service d. Stanford DSL line e. Stanford ID card f. Software licensing g. Leland Accounts h. Hardware maintenance contracts

Not Useful

Neutral

Useful

Very Useful

Never Heard of It

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8. What would be your most preferred method for receiving communication from ITSS concerning new service or product offerings? (Select one) Advertisement in Stanford Report Advertisement in Stanford Daily Personal email Announcements in Campus Mail User Group meetings ITSS Open House & Technology Fairs 9. If you dont use a Stanford-ATT cellular phone for business use, what is the primary reason you have chosen your current cellular service provider? (Select one) Dont use a cell phone Lower price of plan Family plan option Dont want to worry about separating personal from business charges Quality of service Other, please specify: 10. The following media services are underutilized. Please indicate why you have not used them or why your use of them has been limited. a. Streaming media b. Web-casting c. Video-conferencing d. Academic cable TV 11. Is there anything that would increase your use of these video-based services?

Too Costly

Too Complicated

Inconvenient Location

Not Useful

Didnt Know It Was Available

Other

12. Indicate how important the following are to you: a. A university-wide calendaring system b. Wireless access in more campus locations c. After-hours Help Desk support d. Backup and recovery service at desktop e. Personal desktop support and repair f. The most current Essential Stanford Software (ESS) upgrades g. Central file storage services h. PDA integration with campus systems i. PDA support j. Cell phone services k. Automatic software/virus patch upgrades

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In a time of constrained resources, there is a tradeoff between complexity and service levels. Please indicate your level of agreement with the following statements: 13. If it resulted in better support from ITSS, I would support increased desktop standards that would restrict my choice of hardware and software. Strongly Agree Agree Neutral Disagree Strongly Disagree Dont Know or Not Sure 14. Even if it resulted in more limited support from ITSS, I would not support desktop standards that may restrict my choice of hardware and software. Strongly Agree Agree Neutral Disagree Strongly Disagree Dont Know or Not Sure