Home » IT Services News » IT Services News No. 205 (Jun 2020) » Results of ITS User Survey 2020

Results of ITS User Survey 2020

1. About the Survey

Information Technology Services (ITS) conducted an annual User Survey during the period from 9 March to 15 April 2020.  This is an important ITS exercise for us to: (a) know about our users’ experience and satisfaction 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 570 completed responses this year (almost doubles that of 2019).  202 are from staff (35%) and 368 are from students (65%).   The distribution is tabulated in Table 1.

Table 1: Respondents by User Groups

 

Percentage

No. of responses

Academic staff

9%

51

Professional and administrative staff

27%

151

Undergraduate students

38%

219

Postgraduate students

26%

149

Total:

100%

570

 

In this survey, users were asked to indicate the extent to which they agreed with the survey questions that described the the services of ITS 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 ranking of the top 10 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

Email

Email

2nd

HKU Portal

HKU Portal

3rd

WiFi network

Centrally coordinated software (Zoom, Office 365, Qualtrics, Matlab, SPSS, etc)

4th

Centrally coordinated software (Zoom, Office 365, Qualtrics, Matlab, SPSS, etc)

WiFi network

5th

University-wide Administrative Systems for staff use (SIS, HCMS, Finance System, PRSD/PRD System, Computer Aided Facilities Management System, etc.)

Student Information System (SIS)

6th

Student Information System (SIS)

University-wide Administrative Systems for staff use (SIS, HCMS, Finance System, PRSD/PRD System, Computer Aided Facilities Management System, etc.)

7th

Information security (Data Leakage Prevention (DLP), ISDM, and more)

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

8th

Moodle

Moodle

9th

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

Information security (Data Leakage Prevention (DLP), ISDM, and more)

10th

HKU Virtual Private Network (HKUVPN)

HKU Virtual Private Network (HKUVPN)/
Service Desk support

 

3. Comparison between 2019 and 2020 User Surveys

Comparing the survey results of 2019 and 2020, there is a little change in the mean scores on the overall central IT services with importance score drops and satisfaction score improves as tabulated below:

Table 3: Mean Scores on the Overall Central IT Services

 

2019

2020

Importance

4.34

4.22

Satisfaction

3.88

3.90

 

For the individual service, the importance and satisfaction scores are showing a decreasing pattern.  This may be attributed to more responses received this year and the score distribution is more spreading out. The mean scores of the top 10 surveyed services are summarized below in Chart 4 and Chart 5.  

Chart 4: Mean Score on the "Most Important Services" Attained in 2019 and 2020 Surveys

Chart 5: Mean Score on the "Most Satisfied Services" Attained in 2019 and 2020 Surveys

4. Findings on the Most Important and Most Satisfied Services

From the above charts, users are most satisfied with email (“most satisfied” score 4.15), HKU Portal (“most satisfied” score 3.92) and centrally coordinated software (“most satisfied” score 3.81) and they are ranked the 1st, 2nd and 4th most important services respectively.  The ranking on “important” of all surveyed services is on par with that on “satisfaction” which indicates more important services are having a higher satisfaction score.      

5. Summary 

The results of this year’s User Survey reveal that we have to keep on improving our services.  We thank all respondents for their scores and constructive comments given to us. We will study the comments carefully and work out the improvement plans.  We shall keep on enhancing the scope and quality of our services in line with the University’s missions as well as users’ expectation.

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