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Bloomington Campus FY 98-99 Report on Cost and Quality of Services

NOTE:  The report on Cost and Quality of Services is prepared using budgeted expenses for the fiscal year.  This year's budget is the first to include the budgeted expenses funded by the Special State Appropriations for IT (the Strategic Plan funding).  These funds were used to support many of the services listed below.  In many cases the expenses were budgeted in this year to reflect anticipated purchases or upgrades of hardware or software.  The corresponding change in metrics or in user satisfaction may lag behind the expenditure due to many factors, including the timing of installations, learning curves surrounding the new technology, and user adoption rates.

ABC Glossary

* User Satisfaction Survey was conducted by Statistical and Mathematical Computing. Survey Summary is posted on http://www.indiana.edu/~uitssur/survey/summary99.html
1.   Account Administration satisfaction rating is specific to online UITS sign-up system for computer accounts.
11. Departmental Computing Support Delivery: Hardware/Software Acquisition Consulting rating is specific to ACCESS Microcenter.
19. Information Access: Decision Support Systems rating is the average ratings specific to Financial System Reporting Environment (91.5%) and Decision Support Software (84.6%).
26. Network: Internet, IUBNet and IUNet rating is the average ratings specific to reliability of office or laboratory direct network connection (94.6%) and speed of office or laboratory direct network connection (88.4%).
26. Network: LAN rating is specific to LAN lab support.
26. Network: Remote Access rating is specific to dial-in modem services.
30. Printing and Other Output rating is the average ratings specific to printing from University Information Systems to central printers at IUPUI printing services (80.8%) and to local/departmental printers (94.3%).
34. Software Site Licenses rating is the average ratings specific to getting software via SoftServe/IUWare Online (91%). Software Site Licenses cost includes Microsoft ELA expenses previously incurred by   campuses and not through UITS.
37. Student Technology Centers:   UITS supports and funds all Student Technology Centers in Bloomington, whereas at IUPUI, UITS supports and funds only one 24-hour center while providing baseline consulting in the other centers.
39. Telephone Services: Dial Tone Rating is the average ratings of campus housing telephone service (95.1%) and campus office telephone service (95.9%).
39. Telephone Services:  Long Distance rating is the average ratings specific to campus housing long distance service (87.1%) and campus office long distance service (95.3%).
39. Telephone Services:  Special Services rating is the average ratings specific to campus housing voice mail services (94%), campus housing optional telephone features (89.8%), campus voice mail services (92.5%) and optional telephone features and packages (92.3%).
44. World Wide Web Services rating is the average ratings specific to publishing on IU Web servers (96.3%), browsing on IU Web servers (99%) and AltaVista Forum for instruction conferencing (92.2%).

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Last updated: 13 October, 2003
Copyright 2003, The Trustees of Indiana University