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SPH Research Support Survey

Aims

Investigate user satisfaction with the current information technology (IT) support provided by IT@Health to staff and research students at the School of Population Health (SPH). The measure is to be used as a baseline for improvement, identify perception issues and potential problem areas for IT staff.

Methods

A short questionnaire was developed to determine client perceptions of the services supplied by IT@Health. The survey contained 13 questions, which were converted to a web based format using the SurveyMonkey service (SurveyMonkey.com, LLC, http://www.surveymonkey.com).
A list of 214 email addresses was obtained from IT in response to a request for all SPH staff and research students. This list was uploaded to survey monkey and an initial email was sent to the addresses in this list. Three reminder emails were sent periodically.

Results

Of the 214 email addresses, 13 addresses responded with a “bounce” which indicates the address is invalid or the account is deactivated for some reason (e.g. the recipient’s mailbox is full). Of the 201 people who received the email, 111 responded, giving a 55.2% response rate which compares well to rates identified in the literature for internal web. There were six responders who were flagged with a partial response. These partial responders were included in the survey with unanswered questions left as missing values in the relevant tables.

Table 1. Completion measures

17

Days survey was open

214

Potential participants

13

Bad emails (bounced)

111

Responded

6

Partial response

105

Complete response

90

Non responders

55.2%

Responded of possible responders (excluding bad emails)

Table 2. Summary of the combined positive results of perception of IT@Health

%+ve

%-ve

Survey question

31%

39%

Q4. IT HelpDesk communicates well with staff in SPH

63%

19%

Q5. IT HelpDesk staff are knowledgeable and competent

46%

37%

Q7. Overall how do you rate the IT@HEALTH Service Desk

39%

42%

Q9. IT@HEALTH Service Desk responds to requests within a reasonable time

35%

36%

Q10. IT@HEALTH Service Desk resolves requests effectively

44%

48%

Q11. Service Desk’s reference numbers helpful