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 |
|
|
|
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)/ |
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