Satisfaction vs. Importance
Employee Survey 2014
5
4.5
Helpdesk
TLC
EMail
Software
Student labs
ITS Website
Printing
Office
Computers
Classroom
Technology
4
Satisfaction
Training
Website help
3.5
Citrix
3
Wi-Fi
2.5
File Sharing
2
2
2.5
3
Importance
3.5
4
4.5
Responses were converted to a 5 point scale. Upper right quadrant shows areas rated important and with high
satisfaction. We plan to maintain efforts in those areas. Lower right shows important areas with low satisfaction.
Wi-Fi system will be replaced in summer of 2014. Citrix improvements are planned for fall. File sharing systems
depend on district progress toward O365 with Sharepoint and One-Drive.
5
IT Services Survey Spring 2014
Please indicate the category that best describes your job at Seattle Central:
Answer Options
Staff
Faculty
Student worker/work study
Exempt Administrative or Managerial
Staff
Faculty
31, 18%
Student worker
Exempt
6, 4%
71, 42%
Part-time
Full-time
11
34
4
3
60
26
2
28
answered question
skipped question
71
60
Staff6
31
Faculty
Student worker
Exempt
60, 36%
Response
Count
71
60
6
31
167
0
IT Services Survey Spring 2014
Overall, how important are Information Technology Services systems and services to
your work at Seattle Central?
Response
Response
Answer Options
Percent
Count
Extremely important
82.6%
138
Very important
14.4%
24
Somewhat important
2.4%
4
Not very important
0.6%
1
Not important at all
0.0%
0
answered question
167
skipped question
0
Overall, how important are Information Technology Services systems
and services to your work at Seattle Central?
Extremely important
Very important
Somewhat important
Not very important
Not important at all
At least somewhat
166
99.4%
652
3.904191617
IT Services Survey Spring 2014
Overall, how satisfied are you with the services and resources provided by IT Services at
Response
Response
Answer Options
Percent
Count
Very satisfied
59.9%
100
Somewhat satisfied
26.3%
44
Neither satisfied nor dissatisfied
3.6%
6
Somewhat dissatisfied
7.8%
13
Very dissatisfied
2.4%
4
answered question
167
skipped question
0
Overall, how satisfied are you with the services and resources provided
by IT Services at Seattle Central?
Very or somewhat
144
Percentage
86.2%
Very satisfied
Imortats (at least somewhat)
166
Somewhat
satisfied
99.40%
678
Neither satisfied nor
4.05988024
dissatisfied
Somewhat dissatisfied
Very dissatisfied
IT Services Survey
Spring 2014
Questions 2, 3, 4, 5 Comparisons of 2014 and 2013 Data
At least somewhat important
%
IT Services
Office computers
Helpdesk (NEED)
Email
Software
Printing
Citrix
Wi-Fi
TLC
Student labs
Classroom Tech
File sharing
Training
ITS Web site
Web site help
At Least Somewhat Satisfied
Change
from 2013
99%
-0.2%
99.4%
99.4%
99.4%
96.8%
95.5%
89.1%
87.2%
81.9%
80.8%
79.7%
78.7%
75.3%
70.5%
64.7%
6%
1%
0%
5%
2%
6%
4%
-3%
1%
-1%
8%
-1%
3%
-5%
%
IT Services
Email
Helpdesk (NEED)
TLC
Software
ITS Web site
Student labs
Printing
Office computers
Classroom Tech
Web site help
Training
Citrix system
File sharing
Wi-Fi
Very or Somewhat Dissatisfied
Change
from 2013
86.2%
-4%
94.8%
94.7%
93.5%
92.9%
92.1%
91.0%
89.1%
89.1%
87.9%
84.2%
83.5%
71.7%
60.7%
54.9%
-4%
-1%
0%
1%
0%
-3%
-4%
6%
4%
-7%
3%
-2%
-11%
-3%
%
Change from
2013
IT Services
Email
Helpdesk (NEED)
TLC
Software
ITS Web site
Student labs
Printing
Office computers
Classroom Tech
Web site help
Training
Citrix system
File sharing
Wi-Fi
5.2%
5.3%
6.5%
7.1%
7.9%
9.0%
10.9%
10.9%
12.1%
15.8%
16.5%
28.3%
39.3%
45.1%
-1%
1%
1%
-1%
0%
3%
4%
-6%
-4%
7%
-4%
2%
12%
3%
IT Services Survey Spring 2014
To help us with next year's planning please list one or two IT related improvements that you would like see
QUESTION 6 IT IMPROVEMENTS
Wi-Fi
Citrix
Classroom tech
File Sharing
Office Computers
Printing
Other
13%
28%
8%
8%
17%
20%
6%
The largest number of respondents (28%) requested improving Wi-Fi
Wi-Fi connectivity in the BPH, needs improving for students in classroom
make wireless access easier
better wifi, Ctirix needs major improvements, the slowness is SO frustrating and interferes with work and
efficiency
wireless internet; citrix
Access to WiFi (more ports) and Increased reliability of WiFi service
more wifi access is crucial; I would love to be able to have an updated MovieMaker program on the
student network!
Better wifi access throughout campus, functioning connections between computers/ELMOs and
projectors
Better connectivity for the entire campus. There are dead spots, slow speed and disconnections all of the
time.
Wireless internet access in Student Services Areas, tablets for every Advisor and Counselors desk (to
assist students with online schedule)
I see a greater need for strong WIFI in the classroom, as I anticipate using a tablet while teaching. Not
sure how the WIFI is right now. I kind of gave up on it due to erratic signal.
improved wireless, more student computers
Improved wireless internet for BE
wireless internet access
Wi-F (2)
More wireless coverage and consistency
Imperative to improve WIFI connectivity.
Consisten WiFi Access everywhere.
Wireless Internet does not log off after one hour
wireless coverage
Wireless computers, website development
Our area, BE building, third floor, south end, needs better wireless connectivity. Our students complain
on an almost daily basis about the lack of internet connectivity in our classrooms.
Students often complain about WiFi service in room BE 1103.
better wireless
Wireless in North Plaza (2)
Wireless, networking
Fix WiFi and get Adobe CC on PCs
IT Improvements
IT Improvements
Page 5
reliable wifi for students; more robust remote desktop system (lag & login problems are major
annoyances)
Twenty-one respondents (20%) wanted improvements in file sharing
Ability to use shared network drives
A file sharing option like Google drive that is secure, so multiple useres can work on files that contain
students data. Some way of buffering against Citrix malfunctions or shut-downs. More powerful desktop
machines. A way to record and watch audio and video lectures within Citrix.
Department file sharing that is not done through Public Folders. A foundation for a paperless office
system.
REAL file sharing. Google docs do not do XL and public folders is not file sharing. Please make it work
for real.
Network shared folders (or some sort of filesharing that can be implemented for a division or office),
where one office could share folders and files without having to use outside services. Second, I have
been informed that we are expecting new WiFi hardware, so I'm hoping that fixes our wireless service
issues.
Improved organization (or another format) for the files in public folders, more responsiveness to
suggestions for improving the college website, more training on low-level graphic design.
The ability to share files between staff members in the same area; full microsoft outlook capabilites within
citrix (we cannot currently use all of the search functions, for example)
File-sharing OR simplification with Dropbox/Citrix
Efficient clean file sharing system
file sharing (2)
Better options for file sharing and online collaboration spaces;
Network file sharing within departments/colleges without public folders, Dropbox, Google apps;
Filesharing; alternate authentication methods. passwords are terrible.
would like to see a shared network for file sharing such as sharepoint
Network file sharing within departments/colleges without public folders, Dropbox, Google apps; More
wireless coverage and consistence
A shared file system (not drop box etc)
File sharing software this is dynamic and campus-wide. Public folders just don't 'cut it'. And Google apps
are outside our system.
faster connectivity, secure share drive between certain users
A shared drive for our department
Eighteen people (17%) requested either ending or improving Citrix use
Get rid of Citrix. (3)
Improve Citrix system (4)
Citrix is a slow, bug-ridden disaster...fix it; Allow faculty to use Macs who want to do so.
Citrix often runs slowly or freezes
Replace Citrix with a better server-system
improve citrix not to freeze so frequently
Continued Citrix support!
citrix connectivity
increase time before Citrix kicks me out, Citrix could be faster
I would like Citrix to work better (assuming that we have no other choice). It is extremely slow.
Citrix is great, but it seems like there has been a lot more times where things get frozen in Citrix ... I don't
know if there can be more done to ensure that this is kept running smoothly.
Upgrade speed and memory on computers. Speed may be realated to Citrix? Storing email/data has
been an ongoing problem.
improve citrix speed and access
Citrix and Internet speed
Nine requests ( 13% ) concerned office computers
Office for Staff to use computers without having to go into student lab
Office Computers that can run all applications independently of Citrix!
desktop computers
Upgrade computers
I just want a computer that doesn't crash frrequently. I want a program that is not decades old.
new computers, my computer buzzes loudly
new hardware
IT Improvements
IT Improvements
Page 6
My computer freezes from time to time, but it works just fine after waiting a minute.
Student computer in office upgraded with software added.
Eight requests concerned printing issues.
printers available for SHS part time faculty
Better printers and clean office coputers
a color printer for faculty use
STOP taking away the desktop printers that remain. Some people (e.g., Administrators & Counselors)
need to print sensitive information that should not be spooled to a shared printer.
Higher quality photo prints. Kinder staff
We could use better office and student lab color printing and have been in communication with IT
regarding this. We will be getting updated student lab computers this summer to use graphics programs,
but it's important for our hardware to keep up with demands of graphics programs on an ongoing basis.
Students are asking for larger and better monitors.
Six requests involved classroom technology
I would like presentation classrooms to function at a more consistent level. As we are required more and
more to use technology in the classroom, it would be nice to know that it projectors and computers will
work when we plan to use them.
easy connection/integration between classroom projectors and mac laptops. Printer access from faculty
office to printers
refocusing of the projectors for clarity. Better powerpoint software that doesn't crash.
smartboards in presentation classrooms
Updated Presentation Classrooms
Continued expansion of education technology tools.
The remaining requests included connectivity, laptops,, tablets, staff /NEED, training, other items
Integrated appointment system with student academic information by use of smart student IDs
SPEED
connectivity
I love Google Drive, but I would like it to cooperate more with Microsoft Office. Any chance we could get a
training session on how to do mail merges with these two platforms?
laptops and iPods available for staff for off-site/mobile use
It is a little confusing to have three different usernames and passwords for email, Citrix, and desktop
computers in classrooms. I would love to see those consolidated.
I'd like for it to be easier for part-time faculty to reserve computer labs for a day or two with our classes;
right now there is a lot of miscommunication and confusion about the process for doing this.
More access to mobile computing (a lot of my job would be better on an iPad), more terminal based
options, better reliability of Citrix, better file sharing, fix the ticket section of your website, better & more
reliable WIFI, some sort of specialized skills sharing (I.E. if I need a dynamic pdf form made or flier
designed, maybe it could be given to an employee who has those skills), finally implimenting a resource
management system for class rooms, etc
Non-Adobe software for web, vector, raster, and print layout.
Better success with non Citrix issues
More skilled IT
NEED
Quicker response to NEED requests.
Would love to see programming support for the unit i.e. our very own specialist (in an ideal world)
imperative not to shame instructors for their requests for software that may or may not be difficult for IT to
support. It is not the instructor's job to vett the software for how easy it might be to install. We're focused
on how essential it is for our jobs and our students' learning.
More Canvass training face to face and more help in training new faculty
Assistance with higher-level training outside of the traditional Office suite.
Less restricted access to Lynda.com
Training for employees/divisions interested in developing mobile applications
IT Improvements
IT Improvements
Page 7
IT Services Survey Spring 2014
Please add any comments concerning IT Services at Seattle Central.
Nearly all the favorable comments (24 ) were in praise of our staff
Joseph Wong has been the best teacher and helper as I learn Citrix
The faculty lab is essential to faculty and staff. Joseph can fix our individual technologh. He needs
to be a teacher/trainer for all new programs. He is clearer, concise and supports his training with
concrete examples. He can follow up with faculty the next day or week to help us continue to
improve.
Thanks Joseph and Judy and all those in the Faculty Lab. You are the real backbone of the college.
Without your continued support and response to our needs the computing/technological part of the
college would quickly fall into disarray. You all deserve a raise!!
Generally, IT staff helpful, although have received bad information from one person--several times.
She just needs to admit she can't solve a problem and ask another IT person for help!
EVERYONE IN THE OFFICE IS VERY HELPFUL.
IT helpdesk has been really supportive this year. they are to be commended. Joseph in the Faculty
Staff computer lab has also been an incredible resource - he should be acknowledged!
Kudo's for the hard work you do. I especially enjoy faculty lab & staff to help when needed
I very much appreciate IT's efforts to serve our department!
Helpful, interested in providing best service to enable staff to utilize IT in their work.
The IT staff are great and helpful. Dan, Rhiannon, and Eric are especially awesome (they're the ones
I interact with the most whenever I have problems).
The people that come to our rescue are always helpful and kind.
I am really satisfied with IT Services at Seattle Central. Help Desk always fixes my issues and are
prompt.
Always helpful and provide good information regarding realistic expectations for hardware and
services
IT Services at Central are great. I hardly ever have an IT issue (because IT Services are so good).
When I do have an issue, the staff are very friendly and extremely helpful.
I LOVE THE CURRENT IT SERVICES STAFF AT SEATTLE CENTRAL! EVERYBODY IS SO
HELPFUL. THIS HAS NOT ALWAYS BEEN TRUE BUT FOR THE PAST FEW YEARS WHOEVER
IS CHOOSING THE STAFF THAT WORK WITH US IS CHOOSING WELL!! THANK YOU..
In general the IT Services is very responsive and professional.
You guys rock, appreciate all of your hard work! Would like to see more resources (people!) added to
your area so we could do even better things than we are now.
Thank you for all that you all do in helping us with technology! Whenever I need helped with
something IT-related, the help was always prompt and helpful.
You're Amazing! Our IT Staff are incredible. Your department does so much.
You all ROCK, pretty much all the time. I love your friendly, customer oriented, no question too 'dumb'
attitude. I find you all very accessible.
Very responsive and always do whatever they can to help. Greatly appreciated!!
The IT technicians are awesome. I would like to see all the Labs on campus continue as a viable
entity in the college. The software and equipment work pretty smoothly, for the most part, and
hopefully it will continue, without service interruptions in the future. More congeniality among
members of the IT department is necessary, and should be a priority so that everyone can do their
jobs.
Help desk does a great job of replying quickly and in a helpful manner.
NEED does a stellar job. I felt respected even as I needed elementary help with Citrix.
TLC and general IT-related customer service have been fantastic. Our problems/challenges are
generally from Citrix or something in the system being slow and unpredictable.
Seventeen people made general favorable comments
Thank you! (4)
keep on rockin'!
Thank you for all your help and hard work!
You all are doing great!!! Thank you.
AWESOME!!!!!!!!
We always appreciate IT.Thanks
Keep up the great work!
Thank you for all of your hard work! I know this is a tricky area and most people can't do what you do.
Thank you for keeping the ship afloat.
IT is very responsive and helpful, fun to work with. Thanks for a good year.
Thanks for all the work you do to keep us working!
Overall, IT usability and customer service is excellent! I have had only positive experiences with ITS,
and in the times the actual IT software/hardware has been 'down' I have been fully informed by ITS.
Keep up the great work!
Keep up the great work.
Most IT services at Central are super-responsive and very helpful. I know the wireless system is
already being updated - yay!
No concerns.
Thanks, for all of your hard work!!
IT Services Survey Spring 2014
Please add any comments concerning IT Services at Seattle Central.
Only 17 comments were negative
Negative Commnets
29%
12%
Citrix
Staff/NEED
12%
29%
18%
File Sharing
Wi-Fi
Other
Five concerned staff or helpdesk issues.
Improve your customer service in TCL Lab
have someone actually answer the NEED phone.
NEED never answers the phone when I call
NEED response time can be slow or nonexistent
Please make sure that the assistants in the Faculty lab are competent and understand English and can
communicate well in English. Some of the ones hired really have been lacking in basic skills and ability.
Two were regarding Citrix
Citrix is extremely buggy
Citrix is a mess; ; I really with real progress towards a reliable, USEFUL system could be made rather than what
seems to be band-aid approaches to keeping things barely above water.
Three wanted better file sharing
We need a file sharing option like Google drive or Dropbox that is secure, so multiple users can work on files that
contain students data. Some way of buffering against Citrix malfunctions or shut-downs is vital. Faster desktop
machines (or servers)? A way to record and watch audio and video lectures within Citrix.
Please strongly consider a file sharing system, possibly a shared drive. This would eliminate duplicate saving of
documents among different users and allow for better collaboration and accessibility when someone is out of the
office, or if there is turnover. Adding onto this, please take a proactive role and establish a paperless office
foundation. We are an institute of higher education and teach students what is cutting edge and the future, yet we
use systems that are representative of when the College first opened (carbon copy part-time faculty contracts,
maintaining physical file systems, etc.). Please take a stand and let the District know that we need to innovate
instead of siting around waiting to see what ctcLink will do.
Filesharing systems are limited.
Two were Wi-Fi complaints
the wifi network is unrelaiable
Wifi really should be fixed-- nubmer one priority IMO
There were six others:
We need to move away from the "one computer system fits all". First, Citrix is unreliable and if that system goes,
all of our campus' work comes to a standstill. Second, the computing needs of one division or department are not
the same as others. Our computers should designed and supported to serve our division's or department's goals
for educating our students. Instead, we are at the mercy of IT's goals and having to either work around them or do
our computing/IT work elsewhere. Our IT system should be decentralized in order to be less susceptible to
crashes and to better serve our students needs. I think we need some serious consulting from external sources,
people who know how good IT systems work in other educational systems. Let's stop stamping out fires created by
deficiency inherent in our IT system design. Let's start thinking outside the box from the student's, faculty's, and
staff's perspectives.
We need better database management and access to support student learning.
Faculty can't use macs
Last year there was a question something like "IT understands what I need to do my job." I liked that question, and
if it were on this survey I would answer "strongly disagree."
The issue I see is the ITS website, which is not always user friendly for staff or for students. I wish there were a
way to contribute suggestions for improving the website that would be seriously taken under advisement.
printing to network printers doesn't reliable work