ICS Town hall

1. ICS Town hall June 2014

2. IT Reorg

11. Management Role Descriptions andUNIT OBJECTIVES

12. Employee Engagement Group • ICS Commons • @ppreciation Forum • Anonymous Feedback • Job Shadowing / walk in my shoes Engagement

13. Mass Password Reset • Respect for colleagues and customers Reminders

14. 2014 IT Services Survey Results April 2014

15. Participants • Participation rates: • Instructors: 166 out of 1890 = 8.7% • Non-teaching staff: 532 out of 1680 = 31.9% • Students: 498 out of 6000 = 8.3% • Faculty & Staff years worked at McGill: • Students by year:

16. Ways to improve participation • Staff participation is great (>30%) • Instructors don’t have time (8%) • Probably nothing we can do to improve this, but maybe if we post (and communicate) survey results they will see value; • Try to increase #s by linking new IT developments to their survey feedback. • Student response rates are low (8%) • We have been told student participation is higher for surveys where incentives are offered – we can try this. • Try to build more awareness and support for the survey (and IT Services) by collaborating with Libraries, Faculty student groups and REZ.

17. Student Ratingsfor Major IT Services

18. Service Ratings – Undergrad StudentsImportance and Satisfaction Concentrate Here

19. Service Ratings –Grad & Post GradsImportance and Satisfaction Concentrate Here

20. Text answers – Undergrad StudentsServices needing improvement • View text-based responses in CenterStage for details

21. Text answers – Undergrad StudentsServices that work well • View text-based responses in CenterStage for details

22. Text answers – Grad & Post StudentsServices needing improvement • View text-based responses in CenterStage for details

23. Text answers – Grad & Post StudentsServices that work well • View text-based responses in CenterStage for details

24. Observations for student text responses • Many services that students would like to improve were also mentioned as working well (uPrint, Wireless, email). • Public computer complaints were about slow speed of logging in. • Email is rated high in importance for both undergrad and other (grad, post-grad) students, but undergrads are more satisfied with the service than grads. • Most email complaints are about lack of storage space. • Wireless connections seem to be spotty in some labs. • Complaints about uPrint are mainly about paper jams and lack of paper in the machines.

25. Instructor Ratings for Major IT Services

26. Service Ratings – InstructorsImportance and Satisfaction Concentrate Here

27. Text answers – InstructorsServices that need improvement • View text-based responses in CenterStage for details

28. Text responses – InstructorsServices that work well • View text-based responses in CenterStage for details

29. Instructor comments observations • A few instructors said they weren’t aware of many of our services. • This means communication about IT is not reaching them. • Instructors on Macs noted that there’s little support for them. • A few researchers (both instructors and grad students) complained about virtual hosting being expensive. • General comments about user interfaces include: unappealing, outdated, complex and inconsistent between systems.

30. Non-teaching Staff Ratingsfor Major IT Services

31. Service Ratings – Non-teaching StaffImportance and Satisfaction

32. Text responses – Non-teachingStaff Services that need improvement • View text-based responses in CenterStage for details

33. Text responses – Non-teachingStaff Services that work well • View text-based responses in CenterStage for details

34. Service ratings general observations • On average McGill IT services are rated highly • Most services rated above 3.5 on scale from 1-5 • The services that were rated most important also featured prominently in both positive and negative text-based questions: • (+) Which services work well for you? What features do you appreciate most? • (-) Which services could be improved? • The services that are relatively new are those that are rated on the low side (CenterStage, WMS, uApply). • Dissatisfaction with public computers is due to slow logon/profile lookup more than processor speed. • Dissatisfaction with uPrint is primarily due to paper jams and running out of paper. Generally people are very positive about the service.

35. Students - Devices Used on Campus and use of AV Loans service

36. Devices – Students

37. AV Loans Usage – Students

38. Classroom Equipment– Instructors

39. Classroom equipment Importance vs. Satisfaction - Instructor ratings

40. Classroom equipment Importance vs. Satisfaction * Responses of Not Available and N/A did not contribute to the mean scores Comfort levels of instructors: How comfortable are you using the technology in your classroom at the start of the semester? Mean = 3.86 (rating from 1 to 5)

41. Privacy on Social Media and Cloud Services

42. Privacy – Students

43. Privacy –Faculty & Staff

44. Non-McGill IT Services used by Instructors

45. Training and Learning Styles

46. Training Workshops– Faculty & Staff We would like to reduce the number of people who respond that they have “never heard of them”. See slide notes for analysis.

47. Learning Styles - Students Conclusions: • Students prefer Step-by-step instructions • Their second choice seems to be Discovery

48. Learning Styles – Faculty & Staff Conclusions: • Faculty & staff prefer Instructor-led training. • Their second choice is Step-by-step instructions

49. Communication -Preferred Methods and Satisfaction

50. Communication– Students