University IT - uit.stanford.edu · 16/02/2018 · 2017 Stanford University IT Client Satisfaction Survey • Introduction | a1 MOR Associates, Inc. Introduction This report provides

University IT2017 Client Satisfaction Survey

November 2017

Acknowledgements

The Stanford University IT Client Satisfaction Survey was sponsored by Sam Steinhardt, Assistant Vice President for University IT Shared Services

The Stanford University IT Client Satisfaction Survey Team included the following individuals:

Jim Knox, Project LeadNan McKenna, Project Manager

Jeff Bubin, Chris Lundin, Megan E MillerElaine Moise, Maria Maravilla, Mellani Miller

Tad Perillo, Tara Robenalt, Jon Russell, Nate Wagenaar

The MOR Associates team included the following individuals:Chris Paquette, Senior Consultant

Rob SmyserAlicia Jurus

MOR Associates, an external consulting firm, assisted in this effort, offering advice on questionaire design, analyzing the data and preparing this report. MOR Associates specializes in continuous improvement, strategic thinking and leadership development. MOR Associates has conducted a number of large-scale satisfaction surveys for IT organizations in higher education, including Yale University, MIT, NYU, and others.

MOR Associates, Inc.462 Main Street, Suite 300

Watertown, MA 02472tel: 617.924.4501 fax: 617.924.8070

morassociates.com

Brian McDonald, [email protected]

ContentsIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . a1

Survey Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . a2

Overview of the Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ES1

Help and Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Requesting and Changing Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Information Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Email and Calendaring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Network Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Collaboration Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Telecommunications Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

University IT Overall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Appendix A: The Full Text of Written Comments . . . . . . . . . . . . . . . . . . .App-A1

Appendix B: The Survey Instrument . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .App-B1

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2017 Stanford University IT Client Satisfaction Survey • Introduction | a1

MOR Associates, Inc.

Introduction

This report provides a summary of the purposes, the methodology and the results of the 2017 Stanford University IT Client Satisfaction Survey. The survey is one means through which Stanford can give a voice to their clients. It is a systematic way to identify what is working and what needs to be improved from the clients’ vantage point. This survey was undertaken for the following purposes all of which helped guide the construct and design of the survey:

•To document where clients are satisfied along with where they are dissatisfied and to identify what gaps cause any disappointment in the client experience.

•To find out what improvements are important to clients.

•To use this data to prioritize the continuous improvement initiatives that will make it easier for Stanford’s IT clients to do their work.

The ultimate goal is to provide an excellent client IT experience that supports the teaching, learning, research and business needs of the community. In the near term, the goal is to improve the clients’ ability to use IT to get their work done. The survey findings on the following pages provide a sound basis for determining how University can focus its efforts to enhance the quality of the client experience at Stanford

Chris Paquette Senior Consultant, MOR Associates

a2 | Introduction • 2017 Stanford University IT Client Satisfaction Survey


Survey Methodology

Survey PopulationThe survey solicited feedback from four client communities: faculty, graduate students, undergraduate students and administrative staff.

Selection Criteria - All CommunitiesHad to have a full-service SUNet ID.

Hospital employees were excluded.

SLAC employees were excluded.

University IT staff were excluded.

Bargaining unit staff were excluded.

Visiting faculty were excluded.

Selection Criteria - FacultyTenured, Tenure Line, Appointment Line are included.

The table on the following page presents a summary of the population and sample size estimates that result from applying the above criteria.

2017 Stanford University IT Client Satisfaction Survey • Introduction | a3


Stanford’s 2017 Sample Size and Response Rates

Group Initial Sample Size

Target No. Responses

Actual No. Responses

Projected Response

Rate

Actual Response

RateFaculty 550 150 125 27% 23%Graduate Students* 200 75 76 38% 38%Undergraduate Students* 200 75 62 38% 31%

Administrative Staff 270 150 129 56% 48%Total 1220 450 392 37% 32%

The Target No. Responses for “All” was derived assuming a Confidence Interval of .20 and a Confidence Level of 95%.

Stanford received a 32% response rate from the randomly selected population that was asked to complete the survey. This response rate increases the likelihood that these results accurately represent the views of the Stanford community.

Stanford’s 2015 Sample Size and Response Rates

Group* Initial Sample Size

Target No. Responses

Actual No. Responses

Projected Response

Rate

Actual Response

RateFaculty 550 150 172 27% 31%Administrative Staff 700 300 364 43% 52%Total 1250 450 536 36% 43%

For any cumulative statistics there will be relative over and under weighting of the specific groups (faculty and staff) because each groups representation of the population is not equal to their target sample representation.

*Graduate and undergraduate students were not included in the 2015 survey because they were already being targeted by an unrelated university-wide survey.

a4 | Introduction • 2017 Stanford University IT Client Satisfaction Survey



2017 Stanford University IT Client Satisfaction Survey • Overview of the Results | ES1


Overview of the Results

ES2 | Overview of the Results • 2017 Stanford University IT Client Satisfaction Survey


Overview of the ResultsSome Perspective on the Ratings

The Satisfaction Scale

The vast majority of the survey consisted of satisfaction questions that employed the following six-point scale. In addition to these selections, respondents had the option of selecting “N/A - Don’t Know” or skipping the question.

VeryDissatisfied

1Dissatisfied

2

SomewhatDissatisfied

3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6

The Range of Ratings for Individual Questions and Average Ratings for All Questions

The chart below illustrates the range of ratings for “All” and for the individual cohorts, i.e., faculty, graduate students, undergraduates and administrative staff. This is useful for understanding the practical range of the scale that was used and what constitutes an excellent rating and what constitutes a poor rating. It should be noted that some questions are more likely to receive either higher or lower ratings. For example, excellent ratings for courteousness and friendliness, while no doubt earned, are within closer reach than excellent ratings for wireless network performance.

5.63 5.65 5.49

5.37 5.61

4.82 4.73 4.82 4.80 4.84

4.18 3.95

4.20 4.33

4.12

All F G U A

Ranges and Average of Means for All Cohorts for Questions with 30 or More Responses

Max Avg Min

VS

S

SS

SD



Major Findings and Themes

Only One of the Changes in the Twenty-Four Questions Asked of Faculty and Staff in the 2015 and 2017 Surveys Was Statistically SignificantGraduate and undergraduate students were not included in the 2015 survey because they were already being targeted by an unrelated university-wide survey. Comparing 2015 and 2017 faculty and staff responses only, about half of all repeated measures increased and about half decreased. The average of all changes was 0.02 on a six-point scale. Only one measure, Q33a. Wired (Ethernet) network performance, increased statistically significantly.

Questions with 30 or More Responses in Both 2015 and 2017 2015 2017 ChangeQ33a. Wired (Ethernet) network performance 5.06 5.33 0.27Q49d. University IT provides services that are valuable to you 4.80 4.95 0.15Q37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 4.75 4.87 0.12Q49c. University IT helps you use technology effectively 4.62 4.72 0.10Q33b. Wireless (Wi-Fi) network performance 4.69 4.76 0.07Q50a. University IT takes a client-oriented approach 4.76 4.83 0.06Q51a. Services from University IT Overall 4.81 4.86 0.05Q2e. 5-HELP (phone) services staff speak clearly and concisely 5.17 5.22 0.05Q2d. 5-HELP (phone) services staff resolve problems in a timely manner 4.80 4.84 0.04Q2b. 5-HELP (phone) services staff are knowledgeable 4.96 4.99 0.03Q49b. University IT delivers promised services on a timely basis 4.89 4.92 0.02Q37a. Stanford Box 4.49 4.50 0.02Q2c. 5-HELP (phone) services staff are courteous and friendly 5.37 5.36 -0.01Q3f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu keep you informed about your issue(s) 4.79 4.78 -0.01

Q3e. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu write clearly and concisely 5.08 5.07 -0.01

Q2a. 5-HELP (phone) services staff are available when needed 5.04 5.03 -0.01Q3c. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are courteous and friendly 5.33 5.30 -0.02

Q49a. University IT keeps the IT systems up and running 5.09 5.06 -0.03Q3d. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu resolve problems in a timely manner 4.78 4.75 -0.03

Q2f. 5-HELP (phone) services staff keep you informed about your issue(s) 4.94 4.91 -0.03Q33c. Wireless (Wi-Fi) network availability 4.71 4.66 -0.05Q3b. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are knowledgeable 5.01 4.95 -0.06

Q3a. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are available when needed 4.92 4.82 -0.11

Q33d. Stanford Visitor - short-term wireless access for visitors, no sponsor required 4.63 4.44 -0.19



Overall Measures for University IT Were Very Positive

Six questions in the survey asked about University IT overall. They all scored well, and the average of all measures was 4.92. Though it was not statistically significant, faculty and staff ratings for five of these measures improved since 2015, and “Q49d. University IT provides services that are valuable to you” improved 0.15 points since 2015.

Question Mean % Neg* % Pos* CountQ49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.92 9% 91% 363

* Tot Neg represents the percent of respondents who selected either Very Dissatisfied, Dissatisfied or Somewhat Dissatisfied; Tot Pos represents the percent of respondents who selected Very Satisfied, Satisfied or Somewhat Satisfied.

Question Mean % Neg % Pos CountQ49a. University IT keeps the IT systems up and running 5.11 5% 95% 363Q49d. University IT provides services that are valuable to you 4.96 7% 93% 353Q49b. University IT delivers promised services on a timely basis 4.94 9% 91% 338Q51a. Services from University IT Overall 4.89 8% 92% 355Q50a. University IT takes a client-oriented approach 4.84 11% 89% 319Q49c. University IT helps you use technology effectively 4.75 12% 88% 344

Help Services Were Among the Highest Rated Services in the Survey and Received the Highest Individual Question Ratings

For the purposes of making comparisons in this summary we have averaged the ratings for unique services or items. Average ratings for the four Stanford help services were the 2nd, 3rd, 4th and 6th highest of 24 such services or items.

Question Mean % Neg % Pos CountQ4a-e. Staff who provide help via the online chat feature at services.stanford.edu (average of all satisfaction items) 5.29 2% 98% 51

Q5a-f. CRC staff who work in your department or area (average of all satisfaction items) 5.28 3% 97% 67

Q2a-f. 5-HELP (phone) services staff (average of all satisfaction items) 5.06 8% 92% 163

Q3a-f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu (average of all satisfaction items)

4.99 9% 91% 294

Looking at individual questions, the top five highest rated items in the survey were for help service providers.

Question Mean % Neg % Pos CountQ5c. CRC staff who work in your department or area are courteous and friendly 5.63 0% 100% 67

Q5b. CRC staff who work in your department or area are knowledgeable 5.39 4% 96% 67Q4c. Staff who provide help via the online chat feature at services.stan-ford.edu are courteous and friendly 5.38 2% 98% 50

Q4e. Staff who provide help via the online chat feature at services.stan-ford.edu write clearly and concisely 5.38 2% 98% 48

Q2c. 5-HELP (phone) services staff are courteous and friendly 5.36 3% 97% 163



Two Third Party Tools Provided by Stanford Scored Highly

Stanford Google Apps was the fifth highest scoring item in the survey and the highest scoring item for graduate students and undergraduates. A separate open-ended text question in the survey invited respondents to identify possible improvements to IT services at Stanford, and 7% of the 178 people who responded suggested that Stanford abandon Microsoft products and choose Google instead, especially for email.

Question Mean % Neg % Pos CountQ37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.05 4% 96% 226

Stanford Google Apps was the highest scoring item for graduate students and undergraduates.

Question Mean % Neg % Pos CountQ37c. Stanford Google Apps (e.g., Google Docs, Google Drive)

Graduate Students 5.22 2% 98% 45Undergraduates 5.37 2% 98% 49

Stanford Zoom, a new service, was the eighth highest rated service.

Question Mean % Neg % Pos CountQ38a. Stanford Zoom 4.92 4% 96% 143

Wired and Wireless Network Services Were Among the Highest and Lowest Rated Services

Stanford’s wired network received the highest ratings in the survey.

Question Mean % Neg % Pos CountQ33a. Wired (Ethernet) network performance 5.34 2% 98% 169

In contrast, wireless network availability and performance were among the lowest scoring items, and because of the number of people who use this service, they represent the greatest source of dissatisfaction in the survey.

Question Mean % Neg % Pos CountQ33c. Wireless (Wi-Fi) network availability 4.51 19% 81% 342Q33b. Wireless (Wi-Fi) network performance 4.59 16% 84% 348

After Wireless Availability, Stanford’s Email Services Were the Greatest Sources of Dissatisfaction in the Survey; Stanford Calendar Had Similar Levels of Dissatisfaction

Because of the combination of the number of people who use these services and their lower ratings, Stanford Webmail and Stanford email overall represent the greatest sources of dissatisfaction in the survey, with the exception of wireless network availability. Stanford Calendar has a smaller footprint but similar levels of dissatisfaction.

Question Mean % Neg % Pos CountQ20a-e. Stanford Webmail (average of all satisfaction items) 4.48 20% 80% 290

Q21a. Stanford email overall 4.65 17% 83% 353Q28a-d and 29a. Stanford Calendar (average of all satisfaction items) 4.51 19% 81% 149



Ratings for Cloud Storage Options Varied Considerably; Many Clients Use Dropbox

There were four cloud storage and sharing options asked about in the survey. Ratings for Google Apps were the fifth highest in the survey and ratings for Stanford Medicine Box were the lowest.

Question Mean % Neg % Pos CountQ37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.05 4% 96% 226Q37d. Stanford OneDrive 4.61 11% 89% 64Q37a. Stanford Box 4.59 14% 86% 196Q37b. Stanford Medicine Box 4.25 23% 77% 81

A separate, open-ended text question asked, “What are the non-Stanford online collaboration tools you use for your Stanford work and why?” Some 32% of all survey respondents reported using Dropbox and 16% reported using the non-Stanford version of Google Apps.

One Text Question Invited Respondents to Provide Open-Ended Comments About What Would Improve Clients’ Experiences with IT at Stanford Overall

Some 178 individuals chose to respond to this question. The chart below illustrates themes from the comments.

19%

15%

13%

8%

7%

6%

4%

4%

4%

4%

4%

4%

3%

1%

1%

1%

11%

0% 5% 10% 15% 20%

Help services improvements Wifi improvements

Better / more local help Educate me about what's available

Move away from Outllook / Microsoft Ease of finding IT info and / or right sources of help

Don't like Help Desk as sole gateway to help Cloud storage improvements

Fix security requirements / updates that impinge Mobile phone coverage and features

Ordering Improvements Connecting / registering devices to the Stanford

Axess improvements Improved Webmail

Support Slack Training resources

Other

Q52. What one thing could we do to improve your experience with IT at Stanford, overall? n=178



Satisfaction Means for All Sorted by Mean*

Question Mean % Neg % Pos CountQ33a. Wired (Ethernet) network performance 5.34 2% 98% 169Q4a-e. Staff who provide help via the online chat feature at services.stanford.edu (average of all satisfaction items) 5.29 2% 98% 51

Q5a-f. CRC staff who work in your department or area (average of all satisfaction items) 5.28 3% 97% 67


Q37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.05 4% 96% 226Q3a-f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu (average of all satisfaction items)

4.99 9% 91% 294

Q49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.92 9% 91% 363

Q38a. Stanford Zoom 4.92 4% 96% 143Q44b. Slack - NOT provided by Stanford 4.76 13% 87% 95Q44a. Jabber 4.70 10% 90% 30Q11a. Information security guidance provided by Stanford 4.66 13% 87% 324Q21a. Stanford email overall 4.65 17% 83% 353Q37d. Stanford OneDrive 4.61 11% 89% 64Q33b. Wireless (Wi-Fi) network performance 4.59 16% 84% 348Q37a. Stanford Box 4.59 14% 86% 196Q9a-e. Ordering/requesting services through services.stanford.edu (average of all satisfaction items) 4.56 13% 87% 64

Q33c. Wireless (Wi-Fi) network availability 4.51 19% 81% 342Q28a-d and 29a. Stanford Calendar (average of all satisfaction items) 4.51 19% 81% 149

Q20a-e. Stanford Webmail (average of all satisfaction items) 4.48 20% 80% 290

Q38b. Stanford WebEx 4.48 6% 94% 48Q6a-d. services.stanford.edu knowledgebase (average of all satisfaction items) 4.47 17% 83% 114

Q14a. Services provided by the Information Security Office 4.46 18% 82% 238Q33d. Stanford Visitor - short-term wireless access for visitors, no sponsor required 4.29 25% 75% 112

Q37b. Stanford Medicine Box 4.25 23% 77% 81

* Minimum number of responses of 30.



Satisfaction Means for Faculty Sorted by Mean*

Question Mean % Neg % Pos CountQ33a. Wired (Ethernet) network performance 5.33 3% 97% 70Q5a-f. CRC staff who work in your department or area (average of all satisfaction items) 5.30 3% 97% 31


5.02 9% 91% 99


Q38a. Stanford Zoom 4.89 11% 89% 55Q33b. Wireless (Wi-Fi) network performance 4.79 13% 87% 108Q49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.79 14% 86% 115

Q33c. Wireless (Wi-Fi) network availability 4.71 16% 84% 105Q37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 4.69 6% 94% 62Q21a. Stanford email overall 4.56 19% 81% 106Q6a-d. services.stanford.edu knowledgebase (average of all satisfaction items) 4.53 19% 81% 32

Q11a. Information security guidance provided by Stanford 4.40 23% 77% 107Q28a-d and 29a. Stanford Calendar (average of all satisfaction items) 4.35 23% 77% 60


Q14a. Services provided by the Information Security Office 4.24 28% 73% 80Q37a. Stanford Box 4.10 30% 70% 70Q37b. Stanford Medicine Box 3.95 36% 64% 44

Satisfaction Means for Graduate Students Sorted by Mean

Question Mean % Neg % Pos CountQ37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.22 2% 98% 45Q3a-f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu (average of all satisfaction items)

5.18 8% 92% 60

Q49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.96 8% 92% 75

Q37a. Stanford Box 4.86 8% 92% 36Q11a. Information security guidance provided by Stanford 4.83 5% 95% 60Q14a. Services provided by the Information Security Office 4.62 17% 83% 42Q20a-e. Stanford Webmail (average of all satisfaction items) 4.49 21% 79% 57

Q21a. Stanford email overall 4.34 24% 76% 74Q33b. Wireless (Wi-Fi) network performance 4.31 22% 78% 74Q33c. Wireless (Wi-Fi) network availability 4.20 22% 78% 74




Satisfaction Means for Undergraduates Sorted by Mean*

Question Mean % Neg % Pos CountQ37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.37 2% 98% 49Q49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.98 6% 94% 50

Q21a. Stanford email overall 4.85 11% 89% 55Q44b. Slack - NOT provided by Stanford 4.70 13% 87% 30Q20a-e. Stanford Webmail (average of all satisfaction items) 4.69 18% 82% 47

Q11a. Information security guidance provided by Stanford 4.65 14% 86% 43Q33c. Wireless (Wi-Fi) network availability 4.38 21% 79% 56Q14a. Services provided by the Information Security Office 4.37 20% 80% 30Q33b. Wireless (Wi-Fi) network performance 4.33 25% 75% 57

Satisfaction Means for Staff Sorted by Mean

Question Mean % Neg % Pos CountQ33a. Wired (Ethernet) network performance 5.34 3% 97% 74Q5a-f. CRC staff who work in your department or area (average of all satisfaction items) 5.26 4% 96% 36


Q37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.03 3% 97% 70Q49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.98 5% 95% 123

Q38a. Stanford Zoom 4.95 0% 100% 73Q37a. Stanford Box 4.91 3% 97% 69Q3a-f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu (average of all satisfaction items)

4.87 11% 89% 107

Q21a. Stanford email overall 4.83 14% 86% 118Q11a. Information security guidance provided by Stanford 4.81 8% 92% 114Q33b. Wireless (Wi-Fi) network performance 4.73 12% 88% 109Q9a-e. Ordering/requesting services through services.stanford.edu (average of all satisfaction items) 4.69 7% 93% 31

Q28a-d and 29a. Stanford Calendar (average of all satisfaction items) 4.62 15% 85% 89

Q14a. Services provided by the Information Security Office 4.62 9% 91% 86Q33c. Wireless (Wi-Fi) network availability 4.61 19% 81% 107Q33d. Stanford Visitor - short-term wireless access for visitors, no sponsor required 4.55 17% 83% 47


Q37b. Stanford Medicine Box 4.52 9% 91% 33Q6a-d. services.stanford.edu knowledgebase (average of all satisfaction items) 4.40 12% 88% 50




Counts of Clients Expressing Dissatisfaction for Satisfaction Questions, Sorted by Total Less Than Satisfied

One method of interpreting the results of satisfaction questions and prioritizing possible improvements is to sort the results into a matrix with two axes, satisfaction and importance. The illustration below elaborates on the concept.

Typically, when these matrices are used, it presupposes that for any given satisfaction question, a parallel question was asked about the importance that respondents placed on the item being rated for satisfaction. This was not practical for this survey, given its length and breadth. However, in lieu of a question asking specifically about importance, we can infer some measure of importance by looking at the total number of respondents to each question. In this survey the number of responses for questions asked of all cohorts ranged from a low of 21 for “Q10d. Ease of finding a solution if you encounter a problem completing the services request/order form on orderit.stanford.edu” to a high of 363 for “Q49a. University IT keeps the IT systems up and running.” The following tables quantify the number of people who registered dissatisfaction with each of the services or service attributes that respondents were asked to rate. It is one way to get at the same type of information provided by the matrix to think about what service improvements might have the most impact.

Satisfaction

Impo

rtan

ce

HIGH IMPORTANCELOW SATISFACTION

HIGH IMPORTANCEHIGH SATISFACTION

LOW IMPORTANCELOW SATISFACTION

LOW IMPORTANCEHIGH SATISFACTION

• Prioritize for immediate improvement

• Maintain excellence• Be on the lookout for possible improvements

• Not currently a priority• Consider eliminating or deemphasizing

• Not a priority• Consider redeploying resources

LOW HIGH

HIGH



Counts of All Clients Expressing Dissatisfaction for All Satisfaction Questions, Sorted by Total DissatisfiedQuestion Mean Count of All

Responses%

DissTotal Diss

Q33c. Wireless (Wi-Fi) network availability 4.51 342 19% 65Q21a. Stanford email overall 4.65 353 17% 60Q20a-e. Stanford Webmail 4.48 290 20% 57Q33b. Wireless (Wi-Fi) network performance 4.59 348 16% 57Q14a. Services provided by the Information Security Office 4.46 238 18% 43Q11a. Information security guidance provided by Stanford 4.66 324 13% 43Q49a-d, 50a and 51a. University IT general measures (average of all satisfaction items) 4.92 363 9% 31

Q37a. Stanford Box 4.59 196 14% 28Q33d. Stanford Visitor - short-term wireless access for visitors, no sponsor required 4.29 112 25% 28

Q28a-d and 29a. Stanford Calendar (average of all satisfaction items) 4.51 149 19% 28


4.99 294 9% 27

Q6a-d. services.stanford.edu knowledgebase (average of all satisfaction items) 4.47 114 17% 19

Q37b. Stanford Medicine Box 4.25 81 23% 19Q2a-f. 5-HELP (phone) services staff (average of all satisfaction items) 5.06 163 8% 12

Q44b. Slack - Not provided by Stanford 4.76 95 13% 12Q9a-e. Ordering/requesting services through services.stanford.edu (average of all satisfaction items) 4.56 64 13% 8

Q37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.05 226 4% 8Q37d. Stanford OneDrive 4.61 64 11% 7Q38a. Stanford Zoom 4.92 143 4% 6Q10a-e. Ordering/requesting services through orderit.stanford.edu (average of all satisfaction items) 4.44 22 22% 5

Q33a. Wired (Ethernet) network performance 5.34 169 2% 4Q44a. Jabber 4.70 30 10% 3Q38b. Stanford WebEx 4.48 48 6% 3Q5a-f. CRC staff who work in your department or area (average of all satisfaction items) 5.28 67 3% 2

Q4a-e. Staff who provide help via the online chat feature at services.stanford.edu (average of all satisfaction items) 5.29 51 2% 1

Color Coding of TextNetwork access and performanceEmailCalendaringTotal negative ratings >15% are bolded.



Satisfaction Ratings Sorted by Mean*Question Mean % Neg % Pos CountQ5c. CRC staff who work in your department or area are courteous and friendly 5.63 0% 100% 67Q5b. CRC staff who work in your department or area are knowledgeable 5.39 4% 96% 67Q4c. Staff who provide help via the online chat feature at services.stanford.edu are courteous and friendly 5.38 2% 98% 50

Q4e. Staff who provide help via the online chat feature at services.stanford.edu write clearly and concisely 5.38 2% 98% 48

Q2c. 5-HELP (phone) services staff are courteous and friendly 5.36 3% 97% 163Q33a. Wired (Ethernet) network performance 5.34 2% 98% 169Q3c. Staff who respond to online help tickets at services.stanford.edu or helpsu.stan-ford.edu are courteous and friendly 5.33 3% 97% 285

Q5a. CRC staff who work in your department or area respond to your issue(s) in a timely manner 5.31 3% 97% 67

Q4b. Staff who provide help via the online chat feature at services.stanford.edu are knowledgeable 5.27 2% 98% 49

Q4a. Staff who provide help via the online chat feature at services.stanford.edu are available when needed 5.24 2% 98% 51

Q2e. 5-HELP (phone) services staff speak clearly and concisely 5.21 4% 96% 161Q5d. CRC staff who work in your department or area resolve problems in a timely manner 5.19 7% 93% 67Q4d. Staff who provide help via the online chat feature at services.stanford.edu resolve problems in a timely manner 5.18 4% 96% 50

Q5e. CRC staff who work in your department or area speak and write clearly and concisely 5.13 0% 100% 62Q3e. Staff who respond to online help tickets at services.stanford.edu or helpsu.stan-ford.edu write clearly and concisely 5.13 6% 94% 268

Q49a. University IT keeps the IT systems up and running 5.11 5% 95% 363Q37c. Stanford Google Apps (e.g., Google Docs, Google Drive) 5.05 4% 96% 226Q2a. 5-HELP (phone) services staff are available when needed 5.02 7% 93% 162Q5f. CRC staff who work in your department or area keep you informed about your issue(s) 5.00 5% 95% 64Q3b. Staff who respond to online help tickets at services.stanford.edu or helpsu.stan-ford.edu are knowledgeable 5.00 10% 90% 286

Q2b. 5-HELP (phone) services staff are knowledgeable 4.99 8% 92% 162Q49d. University IT provides services that are valuable to you 4.96 7% 93% 353Q49b. University IT delivers promised services on a timely basis 4.94 9% 91% 338Q38a. Stanford Zoom 4.92 4% 96% 143Q2f. 5-HELP (phone) services staff keep you informed about your issue(s) 4.90 11% 89% 158Q51a. Services from University IT Overall 4.89 8% 92% 355Q2d. 5-HELP (phone) services staff resolve problems in a timely manner 4.85 12% 88% 163Q3f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stan-ford.edu keep you informed about your issue(s) 4.85 14% 86% 278

Q50a. University IT takes a client-oriented approach 4.84 11% 89% 319Q3a. Staff who respond to online help tickets at services.stanford.edu or helpsu.stan-ford.edu are available when needed 4.82 9% 91% 290

Q3d. Staff who respond to online help tickets at services.stanford.edu or helpsu.stan-ford.edu resolve problems in a timely manner 4.79 15% 85% 294




Question Mean % Neg % Pos CountQ9c. How quickly you can complete the request service request/order form on services.stanford.edu 4.77 10% 90% 60

Q44b. Slack - Not provided by Stanford 4.76 13% 87% 95Q49c. University IT helps you use technology effectively 4.75 12% 88% 344Q20a. Stanford Webmail speed 4.74 13% 87% 287Q9b. Ease of completing the order form for services on services.stanford.edu 4.74 8% 92% 62Q28c. How Stanford Calendar integrates with your email 4.74 11% 89% 149Q44a. Jabber 4.70 10% 90% 30Q11a. Information security guidance provided by Stanford 4.66 13% 87% 324Q21a. Stanford email overall 4.65 17% 83% 353Q20d. Stanford Webmail reliability 4.64 14% 86% 285Q37d. Stanford OneDrive 4.61 11% 89% 64Q33b. Wireless (Wi-Fi) network performance 4.59 16% 84% 348Q6c. services.stanford.edu knowledgebase answers are clear, concise, and accurate 4.59 12% 88% 113Q37a. Stanford Box 4.59 14% 86% 196Q10b. Ease of completing the order form for services on orderit.stanford.edu 4.59 18% 82% 22Q6a. services.stanford.edu knowledgebase topics are comprehensive 4.57 12% 88% 107Q29a. Stanford Calendar overall 4.57 17% 83% 148Q28b. How Stanford Calendar integrates with your desktop application (e.g., Outlook, Apple Mail) 4.57 19% 81% 134

Q33c. Wireless (Wi-Fi) network availability 4.51 19% 81% 342Q28a. How Stanford Calendar integrates with your mobile device(s) 4.48 20% 80% 120Q38b. Stanford WebEx 4.48 6% 94% 48Q9a. Ease of finding the service you want to order through services.stanford.edu 4.47 16% 84% 64Q9e. How quickly your services order is fulfilled through services.stanford.edu 4.46 13% 87% 63Q14a. Services provided by the Information Security Office 4.46 18% 82% 238Q20b. Stanford Webmail email features 4.45 20% 80% 283Q6b. I can find my topic easily on the services.stanford.edu knowledgebase 4.40 21% 79% 112Q20c. Stanford Webmail ease of use 4.38 25% 75% 290Q9d. Ease of finding a solution if you encounter a problem completing the services request/order form on services.stanford.edu 4.36 16% 84% 55

Q6d. services.stanford.edu knowledgebase answers let me help myself without submitting a help ticket 4.33 21% 79% 114

Q33d. Stanford Visitor - short-term wireless access for visitors, no sponsor required 4.29 25% 75% 112

Q37b. Stanford Medicine Box 4.25 23% 77% 81Q20e. Integration of Stanford Webmail with other Microsoft tools (e.g., One-Drive, MS Word) 4.21 27% 73% 191

Q28d. How Stanford Calendar integrates with calendars from different services 4.18 27% 73% 103



Importance ScaleNot At All Important

Somewhat Important Important

Very Important

Familiarity ScaleNot At All Familiar

Somewhat Familiar Familiar

Very Familiar

Mean N

Q49a. University IT keeps the IT systems up and running

5 95

5.11 363

Q49d. University IT provides services that are valuable to you

7 93

4.96 353

Q49b. University IT delivers promised services on a timely basis

9 91

4.94 338

Q51a. Services from University IT Overall

8 92

4.89 355

Q50a. University IT takes a client-oriented approach

11 89

4.84 319

Q49c. University IT helps you use technology effectively

12 88

4.75 344

Satisfaction with Aspects of University IT Overall

Reading the Charts

Throughout this report there are charts that show the percent responding for a given point in the scales depicted below. The diagram below illustrates the structure of these charts.

All charts for the scales shown above feature a dotted line that indicates the

midpoint of all possible responses.

25% 100%Satisfaction Scale

VeryDissatisfied

1Dissatisfied

2

Somewhat Dissatisfied

3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6

Total number of respondents

The total percents on either side of the midpoint are represented as whole numbers. For satisfaction questions, the numbers in brackets distinguish be-tween expressly dissatisfied (VD, D, SD) and somewhat satisfied (SS).

2017 Stanford University IT Client Satisfaction Survey • Help and Support Services | 15


Help and Support Services

16 | Help and Support Services • 2017 Stanford University IT Client Satisfaction Survey


0% 10% 20% 30% 40% 50% 60% 70% 80%

Q7a. Conduct a Google, Yahoo, Bing, etc. search

Q7c. Submit a help request

Q7e. Contact a technician who works in your department or area

Q7b. Consult the knowledgebase at services.stanford.edu

Q7d. Online chat with a technical support representative

Q7f. Visit a drop-in counter for in-person help

Q7g. Other choice for getting help with Stanford email

Q7. What would be your first, second and third choices for getting help with using Stanford email?, (All) n=392

1st Choice

2nd Choice

3rd Choice

0% 10% 20% 30% 40% 50% 60% 70%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Faculty) n=392

1st Choice

2nd Choice

3rd Choice

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Graduate Students) n=392

1st Choice

2nd Choice

3rd Choice



1st Choice 2nd Choice 3rd Choice CountQ7a. Conduct a Google, Yahoo, Bing, etc. search 54% 8% 6% 392Q7b. Consult the knowledgebase at services.stanford.edu 9% 23% 15% 392Q7c. Submit a help request 9% 26% 31% 392Q7d. Online chat with a technical support representative 6% 11% 18% 392Q7e. Contact a technician who works in your department or area 15% 19% 14% 392Q7f. Visit a drop-in counter for in-person help 2% 7% 7% 392Q7g. Other choice for getting help with Stanford email 2% 2% 1% 392




Q7. What would be your first, second and third choices for getting help with using Stanford email? (All)

Q7. What would be your first, second and third choices for getting help with using Stanford email? (Faculty)

Q7. What would be your first, second and third choices for getting help with using Stanford email? (Graduate Students)

Q7. What would be your first, second and third choices for getting help with using Stanford email? (Undergraduates)











0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Undergraduates) n=392

1st Choice

2nd Choice

3rd Choice

0% 10% 20% 30% 40% 50% 60% 70% 80%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Staff) n=392

1st Choice

2nd Choice

3rd Choice

0% 10% 20% 30% 40% 50% 60% 70%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Faculty) n=392

1st Choice

2nd Choice

3rd Choice

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Graduate Students) n=392

1st Choice

2nd Choice

3rd Choice





















0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Undergraduates) n=392

1st Choice

2nd Choice

3rd Choice

0% 10% 20% 30% 40% 50% 60% 70% 80%








Q7. What would be your first, second and third choices for getting help with using Stanford email?, (Staff) n=392

1st Choice

2nd Choice

3rd Choice


Q7. What would be your first, second and third choices for getting help with using Stanford email? (Staff)

See Appendix

AQ7h. Other first, second and third choices for getting help with using Stanford email






Total At All N

Q1e. Contacting IT support staff who work in your department or area

69% 377

Q1b. Submitting an online help ticket at services.stanford.edu or helpsu.stanford.edu

83% 386

Q1a. Calling the 5-HELP phone line (725-4357) 47% 373

Q1d. Consulting the services.stanford.edu knowledgebase

38% 372

Q1c. Using the online chat feature at services.stanford.edu 21% 373

Frequency of Use of Specified Help Services

Frequency ScaleMore than

7x per month

4-7x per month

2-3x per month

1x per month

Less than 1x per month Never



Q1a Calling the 5-HELP phone line (725-4357)

Never

Less than 1x per month

1x per month

2-3x per month

4-7x per month

More than 7x per month Count

All 53% 37% 6% 3% 1% 0% 373F 33% 55% 8% 3% 2% 0% 120G 90% 10% 0% 0% 0% 0% 67U 95% 5% 0% 0% 0% 0% 60A 33% 49% 10% 6% 2% 1% 126

Q1b Submitting an online help ticket at services.stanford.edu or helpsu.stanford.edu

Never


1x per month

2-3x per month

4-7x per month


All 18% 55% 17% 9% 1% 1% 386F 12% 66% 16% 5% 0% 1% 122G 13% 66% 17% 4% 0% 0% 76U 45% 38% 15% 2% 0% 0% 60A 13% 46% 19% 18% 4% 1% 128

Q1c Using the online chat feature at services.stanford.edu

Never


1x per month

2-3x per month

4-7x per month


All 79% 17% 2% 2% 0% 0% 373F 73% 21% 5% 1% 0% 0% 119G 83% 15% 1% 0% 0% 0% 71U 90% 10% 0% 0% 0% 0% 59A 76% 19% 2% 4% 0% 0% 124

Q1d Consulting the services.stanford.edu knowledgebase

Never


1x per month

2-3x per month

4-7x per month


All 62% 24% 10% 3% 1% 0% 372F 62% 24% 12% 1% 1% 0% 117G 68% 15% 14% 3% 0% 0% 71U 77% 13% 5% 5% 0% 0% 60A 50% 35% 8% 5% 1% 1% 124

Q1e Contacting IT support staff who work in your department or area

Never


1x per month

2-3x per month

4-7x per month


All 31% 36% 16% 11% 4% 2% 377F 16% 35% 23% 18% 4% 4% 120G 45% 41% 8% 5% 1% 0% 74U 75% 17% 5% 3% 0% 0% 60A 15% 44% 20% 12% 7% 2% 123

Q17a via Stanford Webmail (webmail.stanford.edu)

Never


1x per month

2-3x per month

4-7x per month


All 19% 21% 6% 6% 8% 39% 370F 22% 33% 6% 3% 3% 33% 116G 22% 17% 5% 7% 9% 39% 76U 16% 5% 5% 2% 2% 70% 56A 16% 20% 8% 11% 16% 30% 122

Q17b via a desktop email client (e.g., Outlook, Apple Mail)

Never


1x per month

2-3x per month

4-7x per month


All 30% 4% 1% 1% 5% 59% 369F 22% 4% 2% 0% 1% 72% 116G 48% 4% 0% 0% 3% 45% 75U 50% 2% 4% 0% 2% 43% 54A 19% 5% 0% 2% 13% 61% 124

Q17c via an email client on your mobile device

Never


1x per month

2-3x per month

4-7x per month


All 17% 2% 1% 4% 7% 69% 366F 11% 3% 2% 5% 3% 77% 111G 13% 1% 0% 0% 5% 80% 75U 11% 0% 0% 7% 5% 77% 57A 28% 4% 2% 3% 12% 51% 123

Q23a via Stanford Calendar (webcal.stanford.edu or webmail.stanford.edu)

Never


1x per month

2-3x per month

4-7x per month


All 44% 20% 5% 4% 9% 19% 234F 55% 16% 3% 3% 2% 22% 111A 35% 23% 7% 5% 15% 16% 123



Mean N

Q2c. 5-HELP (phone) services staff are courteous and friendly

3 97

5.36 163

Q2e. 5-HELP (phone) services staff speak clearly and concisely

4 96

5.21 161

Q2a. 5-HELP (phone) services staff are available when needed

7 93

5.02 162

Q2b. 5-HELP (phone) services staff are knowledgeable

8 92

4.99 162

Q2f. 5-HELP (phone) services staff keep you informed about your issue(s)

11 89

4.90 158

Q2d. 5-HELP (phone) services staff resolve problems in a timely manner

12 88

4.85 163

Satisfaction with Aspects of 5-HELP Staff

Satisfaction ScaleVery

Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q2a 5-HELP (phone) services staff are available when neededMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.02 0% 2% 5% 16% 43% 34% 162 0.93 0.14F 4.85 0% 4% 7% 23% 33% 33% 75 1.09 0.25G 5.00 0% 0% 0% 17% 67% 17% 6 0.63 0.51U 5.00 0% 0% 0% 0% 100% 0% 3 0.00 -A 5.19 0% 0% 4% 10% 49% 37% 78 0.77 0.17

Q2b 5-HELP (phone) services staff are knowledgeable

Mean VD D SD SS S VS Count Std. Dev. 95% CI+-All 4.99 0% 3% 5% 17% 41% 35% 162 1.00 0.15F 4.91 0% 4% 8% 18% 34% 36% 74 1.11 0.25G 4.83 0% 0% 0% 33% 50% 17% 6 0.75 0.60U 5.33 0% 0% 0% 0% 67% 33% 3 0.58 0.65A 5.06 0% 3% 3% 15% 46% 34% 79 0.91 0.20

Q2c 5-HELP (phone) services staff are courteous and friendlyMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.36 0% 1% 2% 9% 37% 52% 163 0.79 0.12F 5.33 0% 1% 4% 12% 25% 57% 75 0.93 0.21G 5.33 0% 0% 0% 17% 33% 50% 6 0.82 0.65U 5.33 0% 0% 0% 0% 67% 33% 3 0.58 0.65A 5.39 0% 0% 1% 5% 47% 47% 79 0.65 0.14

Q2d 5-HELP (phone) services staff resolve problems in a timely mannerMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.85 1% 4% 7% 19% 36% 33% 163 1.12 0.17F 4.73 1% 5% 11% 20% 27% 36% 75 1.28 0.29G 4.83 0% 0% 0% 50% 17% 33% 6 0.98 0.79U 5.33 0% 0% 0% 0% 67% 33% 3 0.58 0.65A 4.95 0% 4% 4% 16% 46% 30% 79 0.99 0.22

Q2e 5-HELP (phone) services staff speak clearly and conciselyMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.21 0% 1% 4% 11% 43% 42% 161 0.83 0.13F 5.19 0% 0% 7% 15% 32% 47% 75 0.93 0.21G 5.00 0% 0% 0% 40% 20% 40% 5 1.00 0.88U 5.00 0% 0% 0% 0% 100% 0% 3 0.00 -A 5.26 0% 1% 1% 6% 53% 38% 78 0.75 0.17

Q2f 5-HELP (phone) services staff keep you informed about your issue(s)Mean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.90 1% 3% 8% 18% 35% 35% 158 1.09 0.17F 4.88 1% 3% 11% 14% 33% 38% 72 1.20 0.28G 4.50 0% 0% 17% 33% 33% 17% 6 1.05 0.84U 5.33 0% 0% 0% 0% 67% 33% 3 0.58 0.65A 4.94 0% 3% 5% 22% 36% 34% 77 1.00 0.22



Mean NQ3c. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are

3 97

5.33 285

Q3e. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu write clearly

6 94

5.13 268

Q3b. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are

10 90

5.00 286

Q3f. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu keep you

14 86

4.85 278

Q3a. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are available

9 91

4.82 290

Q3d. Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu resolve

15 85

4.79 294

Satisfaction with Aspects of Staff Who Respond to Online Help Tickets


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q3a


Q3b


Q3c


Q3d


Q3e


Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are available when needed

Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are knowledgeable

Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu are courteous and friendly

Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu resolve problems in a timely manner

Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu write clearly and concisely

Q3f


Q4a


Q4b


Q4c


Q4d


Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu keep you informed about your issue(s)

Staff who provide help via the online chat feature at services.stanford.edu are available when needed

Staff who provide help via the online chat feature at services.stanford.edu are knowledgeable

Staff who provide help via the online chat feature at services.stanford.edu are courteous and friendly

Staff who provide help via the online chat feature at services.stanford.edu resolve problems in a timely manner



Mean NQ4c. Staff who provide help via the online chat feature at services.stanford.edu are courteous and friendly

2 98

5.38 50

Q4e. Staff who provide help via the online chat feature at services.stanford.edu write clearly and concisely

2 98

5.38 48

Q4b. Staff who provide help via the online chat feature at services.stanford.edu are knowledgeable

2 98

5.27 49

Q4a. Staff who provide help via the online chat feature at services.stanford.edu are available when needed

2 98

5.24 51

Q4d. Staff who provide help via the online chat feature at services.stanford.edu resolve problems in a timely manner

4 96

5.18 50

Satisfaction with Aspects of Staff Who Respond to Help Requests via Online Chat


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q4e


Q5a


Q5b IT support staff who work in your department or area are knowledgeableMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.31 0% 2% 3% 9% 32% 54% 237 0.93 0.12F 5.29 0% 3% 4% 11% 24% 58% 93 1.04 0.21G 5.26 0% 3% 0% 12% 38% 47% 34 0.90 0.30U 4.92 0% 0% 8% 17% 50% 25% 12 0.90 0.51A 5.40 0% 1% 3% 6% 35% 55% 98 0.82 0.16

Q5c


Q5d


IT support staff who work in your department or area respond to your issue(s) in a timely manner

Staff who provide help via the online chat feature at services.stanford.edu write clearly and concisely

IT support staff who work in your department or area are courteous and friendly

IT support staff who work in your department or area resolve problems in a timely manner

Q3f


Q4a


Q4b


Q4c


Q4d


Staff who respond to online help tickets at services.stanford.edu or helpsu.stanford.edu keep you informed about your issue(s)

Staff who provide help via the online chat feature at services.stanford.edu are available when needed

Staff who provide help via the online chat feature at services.stanford.edu are knowledgeable

Staff who provide help via the online chat feature at services.stanford.edu are courteous and friendly

Staff who provide help via the online chat feature at services.stanford.edu resolve problems in a timely manner



Mean N

Q5c. CRC staff who work in your department or area are courteous and friendly

0 100

5.63 67

Q5b. CRC staff who work in your department or area are knowledgeable

5 96

5.39 67

Q5a.. CRC staff who work in your department or area respond to your issue(s) in a timely manner

3 98

5.31 67

Q5d. CRC staff who work in your department or area resolve problems in a timely manner

7 93

5.19 67

Q5e. CRC staff who work in your department or area speak and write clearly and concisely

0 100

5.13 62

Q5f. CRC staff who work in your department or area keep you informed about your issue(s)

5 95

5.00 64

Satisfaction with Aspects of CRC Staff Who Work in "Your Department or Area"


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q5a

Mean VD D SD SS S VS Count Std. Dev. 95% CI+-All 5.31 0% 1% 1% 15% 28% 54% 67 0.89 0.21F 5.55 0% 0% 0% 13% 19% 68% 31 0.72 0.25A 5.11 0% 3% 3% 17% 36% 42% 36 0.98 0.32

Q5b CRC staff who work in your department or area are knowledgeable


Q5c CRC staff who work in your department or area are courteous and friendly


Q5d


Q5e


Q5f


CRC staff who work in your department or area speak and write clearly and concisely

CRC staff who work in your department or area keep you informed about your issue(s)

CRC staff who work in your department or area respond to your issue(s) in a timely manner

CRC staff who work in your department or area resolve problems in a timely manner



Mean N

Q6c. services.stanford.edu knowledgebase answers are clear, concise, and accurate

12 88

4.59 113

Q6a. services.stanford.edu knowledgebase topics are comprehensive

12 88

4.57 107

Q6b. I can find my topic easily on the services.stanford.edu knowledgebase

21 79

4.40 112

Q6d. services.stanford.edu knowledgebase answers let me help myself without submitting a help ticket

21 79

4.33 114

Satisfaction with Aspects of the services.stanford.edu Knowledgebase


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q6d


Q9a Ease of finding the service you want to order through services.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.47 0% 5% 11% 30% 42% 13% 64 1.01 0.25F 4.06 0% 12% 24% 29% 18% 18% 17 1.30 0.62G 4.88 0% 0% 0% 13% 88% 0% 8 0.35 0.24U 4.63 0% 0% 0% 50% 38% 13% 8 0.74 0.52A 4.55 0% 3% 10% 29% 45% 13% 31 0.96 0.34

Q9b Ease of completing the order form for services on services.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.74 0% 3% 5% 24% 50% 18% 62 0.92 0.23F 4.18 0% 12% 18% 24% 35% 12% 17 1.24 0.59G 5.00 0% 0% 0% 13% 75% 13% 8 0.53 0.37U 4.75 0% 0% 0% 38% 50% 13% 8 0.71 0.49A 5.00 0% 0% 0% 24% 52% 24% 29 0.71 0.26

Q9c


Q9d


services.stanford.edu knowledgebase answers let me help myself without submitting a help ticket

How quickly you can complete the request service request/order form on services.stanford.edu

Ease of finding a solution if you encounter a problem completing the services request/order form on services.stanford.edu

Q5e


Q5f


Q6a services.stanford.edu knowledgebase topics are comprehensiveMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.57 1% 1% 10% 34% 36% 18% 107 0.99 0.19F 4.70 0% 0% 10% 33% 33% 23% 30 0.95 0.34G 4.15 5% 5% 20% 20% 40% 10% 20 1.31 0.57U 5.00 0% 0% 9% 27% 18% 45% 11 1.10 0.65A 4.57 0% 0% 7% 41% 41% 11% 46 0.78 0.23

Q6b I can find my topic easily on the services.stanford.edu knowledgebaseMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.40 1% 4% 17% 27% 37% 15% 112 1.10 0.20F 4.42 0% 3% 26% 19% 29% 23% 31 1.20 0.42G 4.15 0% 5% 30% 15% 45% 5% 20 1.09 0.48U 5.00 0% 0% 8% 17% 42% 33% 12 0.95 0.54A 4.35 2% 4% 8% 39% 37% 10% 49 1.05 0.29

Q6c


IT support staff who work in your department or area speak and write clearly and concisely

IT support staff who work in your department or area keep you informed about your issue(s)

services.stanford.edu knowledgebase answers are clear, concise, and accurate




2017 Stanford University IT Client Satisfaction Survey • Requesting and Changing Services | 35


Requesting and Changing Services

36 | Requesting and Changing Services • 2017 Stanford University IT Client Satisfaction Survey


Mean NQ9c. How quickly you can complete the request service request/order form on services.stanford.edu

10 90

4.77 60

Q9b. Ease of completing the order form for services on services.stanford.edu

8 92

4.74 62

Q9a. Ease of finding the service you want to order through services.stanford.edu

16 84

4.47 64

Q9e. How quickly your services order is fulfilled through services.stanford.edu

13 87

4.46 63

Q9d. Ease of finding a solution if you encounter a problem completing the services request/order form on

16 84

4.36 55

Satisfaction with Aspects of Requesting/Orderingthrough services.stanford.edu

22%

19%

6%

76%

17%

14%

6%

78%

13%

12%

3%

87%

19%

18%

2%

79%

34%

27%

12%

66%

Used either services.stanford.edu or orderit.stanford.edu

services.stanford.edu

orderit.stanford.edu

I haven't used either of these.

Q8. Which of the following systems have you used to request a new service or change and existing service

provided by University IT?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q9e How quickly your services order is fulfilled through services.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.46 0% 5% 8% 38% 35% 14% 63 1.00 0.25F 4.06 0% 12% 18% 41% 12% 18% 17 1.25 0.59G 5.00 0% 0% 0% 25% 50% 25% 8 0.76 0.52U 4.63 0% 0% 0% 50% 38% 13% 8 0.74 0.52A 4.50 0% 3% 7% 37% 43% 10% 30 0.90 0.32

Q10a Ease of finding the service you want to order through orderit.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.50 0% 9% 14% 14% 45% 18% 22 1.22 0.51F 3.25 0% 25% 50% 0% 25% 0% 4 1.26 1.23G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.60 0% 7% 7% 20% 53% 13% 15 1.06 0.53

Q10b Ease of completing the order form for services on orderit.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.59 0% 5% 14% 27% 27% 27% 22 1.18 0.49F 3.75 0% 0% 50% 25% 25% 0% 4 0.96 0.94G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.60 0% 7% 7% 33% 27% 27% 15 1.18 0.60

Q10c

Mean VD D SD SS S VS Count Std. Dev. 95% CI+-All 4.55 0% 14% 5% 23% 32% 27% 22 1.34 0.56F 3.50 0% 25% 25% 25% 25% 0% 4 1.29 1.27G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.60 0% 13% 0% 27% 33% 27% 15 1.30 0.66

Q10d


How quickly you can complete the request service request/order form on orderit.stanford.edu

Ease of finding a solution if you encounter a problem completing the services request/order form on orderit.stanford.edu

Q6d


Q9a Ease of finding the service you want to order through services.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.47 0% 5% 11% 30% 42% 13% 64 1.01 0.25F 4.06 0% 12% 24% 29% 18% 18% 17 1.30 0.62G 4.88 0% 0% 0% 13% 88% 0% 8 0.35 0.24U 4.63 0% 0% 0% 50% 38% 13% 8 0.74 0.52A 4.55 0% 3% 10% 29% 45% 13% 31 0.96 0.34

Q9b Ease of completing the order form for services on services.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.74 0% 3% 5% 24% 50% 18% 62 0.92 0.23F 4.18 0% 12% 18% 24% 35% 12% 17 1.24 0.59G 5.00 0% 0% 0% 13% 75% 13% 8 0.53 0.37U 4.75 0% 0% 0% 38% 50% 13% 8 0.71 0.49A 5.00 0% 0% 0% 24% 52% 24% 29 0.71 0.26

Q9c


Q9d


services.stanford.edu knowledgebase answers let me help myself without submitting a help ticket

How quickly you can complete the request service request/order form on services.stanford.edu

Ease of finding a solution if you encounter a problem completing the services request/order form on services.stanford.edu



Mean N

Q10b. Ease of completing the order form for services on orderit.stanford.edu

18 82

4.59 22

Q10c. How quickly you can complete the request service request/order form on orderit.stanford.edu

18 82

4.55 22

Q10a. Ease of finding the service you want to order through orderit.stanford.edu

23 77

4.50 22

Q10d. Ease of finding a solution if you encounter a problem completing the services request/order form on

24 76

4.29 21

Q10e. How quickly your services order is fulfilled through orderit.stanford.edu

27 73

4.27 22

Satisfaction with Aspects of Requesting/Orderingthrough orderit.stanford.edu


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q10e How quickly your services order is fulfilled through orderit.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.27 5% 9% 14% 18% 36% 18% 22 1.42 0.59F 3.50 0% 25% 25% 25% 25% 0% 4 1.29 1.27G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.20 7% 7% 13% 20% 40% 13% 15 1.42 0.72

Q11a Information security guidance provided by StanfordMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.66 2% 4% 7% 21% 45% 21% 324 1.14 0.12F 4.40 3% 9% 11% 20% 36% 21% 107 1.34 0.25G 4.83 0% 2% 3% 27% 47% 22% 60 0.87 0.22U 4.65 2% 2% 9% 19% 49% 19% 43 1.11 0.33A 4.81 3% 1% 4% 19% 51% 22% 114 1.03 0.19

Q14a Services provided by the Information Security OfficeMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.46 4% 3% 11% 21% 45% 15% 238 1.21 0.15F 4.24 5% 10% 13% 18% 39% 16% 80 1.41 0.31G 4.62 2% 0% 14% 21% 40% 21% 42 1.13 0.34U 4.37 3% 0% 17% 23% 50% 7% 30 1.07 0.38A 4.62 5% 0% 5% 24% 52% 14% 86 1.09 0.23

Q20a Stanford Webmail speedMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.74 2% 4% 7% 16% 45% 26% 287 1.18 0.14F 4.61 4% 2% 8% 21% 44% 20% 84 1.18 0.25G 4.68 5% 9% 4% 7% 45% 30% 56 1.45 0.38U 4.89 2% 6% 6% 6% 43% 36% 47 1.27 0.36A 4.82 0% 2% 7% 21% 47% 23% 100 0.94 0.18

Q20b Stanford Webmail email featuresMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.45 4% 5% 11% 23% 37% 20% 283 1.27 0.15F 4.20 5% 7% 12% 25% 40% 11% 83 1.29 0.28G 4.48 7% 7% 6% 17% 35% 28% 54 1.51 0.40U 4.78 2% 2% 11% 13% 43% 28% 46 1.17 0.34A 4.47 1% 4% 13% 30% 33% 19% 100 1.12 0.22

Q20c Stanford Webmail ease of useMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.38 3% 8% 14% 18% 38% 20% 290 1.32 0.15F 4.17 3% 10% 15% 17% 43% 10% 86 1.31 0.28G 4.32 4% 14% 11% 18% 28% 26% 57 1.50 0.39U 4.62 2% 11% 11% 6% 40% 30% 47 1.41 0.40A 4.48 2% 2% 17% 23% 37% 19% 100 1.16 0.23

Q9e How quickly your services order is fulfilled through services.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.46 0% 5% 8% 38% 35% 14% 63 1.00 0.25F 4.06 0% 12% 18% 41% 12% 18% 17 1.25 0.59G 5.00 0% 0% 0% 25% 50% 25% 8 0.76 0.52U 4.63 0% 0% 0% 50% 38% 13% 8 0.74 0.52A 4.50 0% 3% 7% 37% 43% 10% 30 0.90 0.32

Q10a Ease of finding the service you want to order through orderit.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.50 0% 9% 14% 14% 45% 18% 22 1.22 0.51F 3.25 0% 25% 50% 0% 25% 0% 4 1.26 1.23G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.60 0% 7% 7% 20% 53% 13% 15 1.06 0.53

Q10b Ease of completing the order form for services on orderit.stanford.eduMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.59 0% 5% 14% 27% 27% 27% 22 1.18 0.49F 3.75 0% 0% 50% 25% 25% 0% 4 0.96 0.94G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.60 0% 7% 7% 33% 27% 27% 15 1.18 0.60

Q10c


Q10d


How quickly you can complete the request service request/order form on orderit.stanford.edu

Ease of finding a solution if you encounter a problem completing the services request/order form on orderit.stanford.edu




2017 Stanford University IT Client Satisfaction Survey • Information Security | 41


Information Security

42 | Information Security • 2017 Stanford University IT Client Satisfaction Survey


Mean N

Q11a. Information security guidance provided by Stanford

13 87

4.66 324

Q14a. Services provided by the Information Security Office

18 82

4.46 238

Satisfaction with Aspects of Information Security

See Appendix

A

Q12. What additional information security guidance would you like from Stanford?

Q15. What can the Information Security Office do to improve the services that it provides?

Q16. What specific elements of your work (if any) do you feel are unduly impacted by the university’s information security protections?

Total At All N

Q45a. How many times a week do you use your Stanford desk phone?

86% 226

Total At All N

Q35c. Stanford Google Apps (e.g., Google Docs, Google Drive)

74% 346

Q35a. Stanford Box 100% 341

Q35e. Stanford Zoom 99% 338

Q35b. Stanford Medicine Box 100% 317

Q35d. Stanford OneDrive 100% 318

Q35f. Stanford WebEx 99% 310

NQ13. How familiar are you with Stanford’s data/system Risk Classifications and Minimum Security Standards?

36 64

1.96 383

Frequency of Using Stanford Desk Phone

Frequency of Using Specified Stanford Tools for Stanford Work

Familiarity with Stanford’s Data/System Risk Classifications and Minimum Security Standards


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6

Familiarity ScaleNot At All Familiar

Somewhat Familiar Familiar

Very Familiar

2017 Stanford University IT Client Satisfaction Survey • Information Security | 43



All 4.27 5% 9% 14% 18% 36% 18% 22 1.42 0.59F 3.50 0% 25% 25% 25% 25% 0% 4 1.29 1.27G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.20 7% 7% 13% 20% 40% 13% 15 1.42 0.72


All 4.66 2% 4% 7% 21% 45% 21% 324 1.14 0.12F 4.40 3% 9% 11% 20% 36% 21% 107 1.34 0.25G 4.83 0% 2% 3% 27% 47% 22% 60 0.87 0.22U 4.65 2% 2% 9% 19% 49% 19% 43 1.11 0.33A 4.81 3% 1% 4% 19% 51% 22% 114 1.03 0.19


All 4.46 4% 3% 11% 21% 45% 15% 238 1.21 0.15F 4.24 5% 10% 13% 18% 39% 16% 80 1.41 0.31G 4.62 2% 0% 14% 21% 40% 21% 42 1.13 0.34U 4.37 3% 0% 17% 23% 50% 7% 30 1.07 0.38A 4.62 5% 0% 5% 24% 52% 14% 86 1.09 0.23


All 4.74 2% 4% 7% 16% 45% 26% 287 1.18 0.14F 4.61 4% 2% 8% 21% 44% 20% 84 1.18 0.25G 4.68 5% 9% 4% 7% 45% 30% 56 1.45 0.38U 4.89 2% 6% 6% 6% 43% 36% 47 1.27 0.36A 4.82 0% 2% 7% 21% 47% 23% 100 0.94 0.18


All 4.45 4% 5% 11% 23% 37% 20% 283 1.27 0.15F 4.20 5% 7% 12% 25% 40% 11% 83 1.29 0.28G 4.48 7% 7% 6% 17% 35% 28% 54 1.51 0.40U 4.78 2% 2% 11% 13% 43% 28% 46 1.17 0.34A 4.47 1% 4% 13% 30% 33% 19% 100 1.12 0.22


All 4.38 3% 8% 14% 18% 38% 20% 290 1.32 0.15F 4.17 3% 10% 15% 17% 43% 10% 86 1.31 0.28G 4.32 4% 14% 11% 18% 28% 26% 57 1.50 0.39U 4.62 2% 11% 11% 6% 40% 30% 47 1.41 0.40A 4.48 2% 2% 17% 23% 37% 19% 100 1.16 0.23

Q13

MeanNot at all

familiarSomewhat

familiar FamiliarVery

familiar Count Std. Dev. 95% CI+-All 1.96 36% 38% 19% 7% 383 0.90 0.09F 2.14 29% 39% 23% 10% 119 0.95 0.17G 1.87 37% 41% 21% 1% 76 0.79 0.18U 1.42 67% 27% 5% 2% 60 0.67 0.17A 2.09 29% 42% 20% 9% 128 0.91 0.16

How familiar are you with Stanford’s data/system Risk Classifications and Minimum Security Standards?

44 | Information Security • 2017 Stanford University IT Client Satisfaction Survey



2017 Stanford University IT Client Satisfaction Survey • Email and Calendaring | 45


Email and Calendaring

46 | Email and Calendaring • 2017 Stanford University IT Client Satisfaction Survey


Total At All N

Q17c. via an email client on your mobile device 83% 366

Q17b. via a desktop email client (e.g., Outlook, Apple Mail) 70% 369

Q17a. via Stanford Webmail (webmail.stanford.edu) 80% 370

Frequency of Accessing Stanford Email Using Specified Methods


7x per month

4-7x per month

2-3x per month

1x per month





Never


1x per month

2-3x per month

4-7x per month


All 31% 36% 16% 11% 4% 2% 377F 16% 35% 23% 18% 4% 4% 120G 45% 41% 8% 5% 1% 0% 74U 75% 17% 5% 3% 0% 0% 60A 15% 44% 20% 12% 7% 2% 123


Never


1x per month

2-3x per month

4-7x per month


All 19% 21% 6% 6% 8% 39% 370F 22% 33% 6% 3% 3% 33% 116G 22% 17% 5% 7% 9% 39% 76U 16% 5% 5% 2% 2% 70% 56A 16% 20% 8% 11% 16% 30% 122


Never


1x per month

2-3x per month

4-7x per month


All 30% 4% 1% 1% 5% 59% 369F 22% 4% 2% 0% 1% 72% 116G 48% 4% 0% 0% 3% 45% 75U 50% 2% 4% 0% 2% 43% 54A 19% 5% 0% 2% 13% 61% 124


Never


1x per month

2-3x per month

4-7x per month


All 17% 2% 1% 4% 7% 69% 366F 11% 3% 2% 5% 3% 77% 111G 13% 1% 0% 0% 5% 80% 75U 11% 0% 0% 7% 5% 77% 57A 28% 4% 2% 3% 12% 51% 123


Never


1x per month

2-3x per month

4-7x per month


All 44% 20% 5% 4% 9% 19% 234F 55% 16% 3% 3% 2% 22% 111A 35% 23% 7% 5% 15% 16% 123



60%

38%

14%

4%

3%

1%

66%

33%

19%

5%

5%

2%

46%

25%

14%

4%

1%

0%

37%

21%

8%

5%

0%

2%

74%

57%

12%

2%

2%

1%

Used at least one application

Outlook

Apple Mail

Gmail

Thunderbird

Chrome, Safari, other browsers

Q18. What desktop email application(s) do you use?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129



71%

22%

15%

13%

11%

2%

2%

73%

18%

23%

6%

14%

1%

0%

80%

24%

5%

26%

11%

3%

3%

76%

24%

8%

27%

11%

0%

2%

62%

23%

16%

5%

10%

2%

3%


Outlook / Exchange / Office 365

"Whatever mail app is on my iPhone/iPad"

GMail

Apple Mail

"Whatever email app is on my Android"

Other

Q19. What mobile email application(s) do you use?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129



Mean N

Q20a. Stanford Webmail speed

13 87

4.74 287

Q20d. Stanford Webmail reliability

14 86

4.64 285

Q20b. Stanford Webmail email features

20 80

4.45 283

Q20c. Stanford Webmail ease of use

25 75

4.38 290

Q20e. Integration of Stanford Webmail with other Microsoft tools (e.g., OneDrive, MS Word)

27 73

4.21 191

Mean N

Q21a. Stanford email overall

17 83

4.65 353

Satisfaction with Aspects of Stanford Webmail

Satisfaction with Stanford Email Overall

See Appendix

AQ22. What change would improve your satisfaction with Stanford email?


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q20d Stanford Webmail reliabilityMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.64 2% 5% 6% 19% 46% 21% 285 1.18 0.14F 4.55 2% 7% 6% 16% 54% 15% 82 1.19 0.26G 4.71 5% 5% 2% 16% 43% 29% 56 1.34 0.35U 4.79 2% 6% 4% 17% 38% 32% 47 1.25 0.36A 4.61 1% 3% 10% 23% 46% 17% 100 1.04 0.20

Q20e


Q21a Stanford email overallMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.65 3% 4% 10% 17% 41% 25% 353 1.23 0.13F 4.56 2% 5% 12% 21% 38% 23% 106 1.21 0.23G 4.34 8% 8% 8% 14% 42% 20% 74 1.51 0.34U 4.85 2% 0% 9% 18% 42% 29% 55 1.06 0.28A 4.83 0% 3% 10% 15% 42% 29% 118 1.06 0.19

Integration of Stanford Webmail with other Microsoft tools (e.g., OneDrive, MS Word)


All 4.27 5% 9% 14% 18% 36% 18% 22 1.42 0.59F 3.50 0% 25% 25% 25% 25% 0% 4 1.29 1.27G 5.50 0% 0% 0% 0% 50% 50% 2 0.71 0.98U 6.00 0% 0% 0% 0% 0% 100% 1 - -A 4.20 7% 7% 13% 20% 40% 13% 15 1.42 0.72


All 4.66 2% 4% 7% 21% 45% 21% 324 1.14 0.12F 4.40 3% 9% 11% 20% 36% 21% 107 1.34 0.25G 4.83 0% 2% 3% 27% 47% 22% 60 0.87 0.22U 4.65 2% 2% 9% 19% 49% 19% 43 1.11 0.33A 4.81 3% 1% 4% 19% 51% 22% 114 1.03 0.19


All 4.46 4% 3% 11% 21% 45% 15% 238 1.21 0.15F 4.24 5% 10% 13% 18% 39% 16% 80 1.41 0.31G 4.62 2% 0% 14% 21% 40% 21% 42 1.13 0.34U 4.37 3% 0% 17% 23% 50% 7% 30 1.07 0.38A 4.62 5% 0% 5% 24% 52% 14% 86 1.09 0.23


All 4.74 2% 4% 7% 16% 45% 26% 287 1.18 0.14F 4.61 4% 2% 8% 21% 44% 20% 84 1.18 0.25G 4.68 5% 9% 4% 7% 45% 30% 56 1.45 0.38U 4.89 2% 6% 6% 6% 43% 36% 47 1.27 0.36A 4.82 0% 2% 7% 21% 47% 23% 100 0.94 0.18


All 4.45 4% 5% 11% 23% 37% 20% 283 1.27 0.15F 4.20 5% 7% 12% 25% 40% 11% 83 1.29 0.28G 4.48 7% 7% 6% 17% 35% 28% 54 1.51 0.40U 4.78 2% 2% 11% 13% 43% 28% 46 1.17 0.34A 4.47 1% 4% 13% 30% 33% 19% 100 1.12 0.22


All 4.38 3% 8% 14% 18% 38% 20% 290 1.32 0.15F 4.17 3% 10% 15% 17% 43% 10% 86 1.31 0.28G 4.32 4% 14% 11% 18% 28% 26% 57 1.50 0.39U 4.62 2% 11% 11% 6% 40% 30% 47 1.41 0.40A 4.48 2% 2% 17% 23% 37% 19% 100 1.16 0.23



Total At All N

Q23b. via a desktop calendar client (e.g., Outlook, Apple Calendar)

66% 236

Q23c. via a mobile client 59% 233

Q23a. via Stanford Calendar (webcal.stanford.edu or webmail.stanford.edu)

57% 234

Frequency of Accessing Stanford CalendarUsing Specified Methods

34%

21%

5%

3%

2%

0%

90%

39%

31%

13%

6%

2%

60%

46%

0%

3%

3%

0%


Outlook

Apple Calendar / iCal

Google Calendar

Wemail

Other

Q24. What desktop calendar application(s) do you use?, n=392

All, n=392

F, n=125

A, n=129

See Appendix

A

Q27. What other calendaring or event invitation tools, if any, do you use to supplement the capabilities of Stanford Calendar and why?


7x per month

4-7x per month

2-3x per month

1x per month





Never


1x per month

2-3x per month

4-7x per month


All 31% 36% 16% 11% 4% 2% 377F 16% 35% 23% 18% 4% 4% 120G 45% 41% 8% 5% 1% 0% 74U 75% 17% 5% 3% 0% 0% 60A 15% 44% 20% 12% 7% 2% 123


Never


1x per month

2-3x per month

4-7x per month


All 19% 21% 6% 6% 8% 39% 370F 22% 33% 6% 3% 3% 33% 116G 22% 17% 5% 7% 9% 39% 76U 16% 5% 5% 2% 2% 70% 56A 16% 20% 8% 11% 16% 30% 122


Never


1x per month

2-3x per month

4-7x per month


All 30% 4% 1% 1% 5% 59% 369F 22% 4% 2% 0% 1% 72% 116G 48% 4% 0% 0% 3% 45% 75U 50% 2% 4% 0% 2% 43% 54A 19% 5% 0% 2% 13% 61% 124


Never


1x per month

2-3x per month

4-7x per month


All 17% 2% 1% 4% 7% 69% 366F 11% 3% 2% 5% 3% 77% 111G 13% 1% 0% 0% 5% 80% 75U 11% 0% 0% 7% 5% 77% 57A 28% 4% 2% 3% 12% 51% 123


Never


1x per month

2-3x per month

4-7x per month


All 44% 20% 5% 4% 9% 19% 234F 55% 16% 3% 3% 2% 22% 111A 35% 23% 7% 5% 15% 16% 123

Q23b via a desktop calendar client (e.g., Outlook, Apple Calendar)

Never


1x per month

2-3x per month

4-7x per month


All 34% 9% 3% 2% 11% 41% 236F 38% 13% 3% 2% 5% 41% 111A 30% 6% 3% 2% 18% 41% 125

Q23c via a mobile client

Never


1x per month

2-3x per month

4-7x per month


All 42% 7% 2% 3% 8% 39% 233F 39% 7% 3% 2% 4% 46% 113A 46% 7% 1% 3% 12% 32% 120

Q26a Schedule events for yourself

Never


1x per month

2-3x per month

4-7x per month


All 17% 12% 5% 12% 14% 40% 182F 20% 12% 7% 7% 11% 44% 75A 15% 11% 5% 16% 17% 36% 107

Q26b Schedule meetings with others in your workgroup

Never


1x per month

2-3x per month

4-7x per month


All 22% 17% 10% 15% 13% 23% 180F 31% 19% 5% 11% 11% 24% 75A 16% 15% 13% 18% 14% 23% 105

Q26c Schedule meetings with others in your department or organization

Never


1x per month

2-3x per month

4-7x per month


All 23% 19% 9% 14% 12% 23% 181F 32% 23% 7% 8% 11% 20% 75A 16% 17% 11% 18% 12% 25% 106

Q26d Schedule meetings with others across Stanford

Never


1x per month

2-3x per month

4-7x per month


All 32% 24% 9% 12% 8% 15% 183F 36% 24% 5% 7% 12% 16% 75A 29% 24% 11% 16% 6% 15% 108

15%

7%

4%

1%

1%

56%

19%

11%

0%

3%

19%

12%

8%

2%

2%


Outlook

Google Calendar

Webmail

Other

Q25. What mobile calendar application(s) do you use?, n=392

All, n=392

F, n=125

A, n=129



Total At All N

Q26a. Schedule events for yourself 83% 182

Q26b. Schedule meetings with others in your workgroup 78% 180

Q26c. Schedule meetings with others in your department or organization

77% 181

Q26d. Schedule meetings with others across Stanford 68% 183

Q26e. Reserve a conference room 44% 177

Q26f. Reserve equipment 21% 175

Frequency of Using Stanford Calendarto Perform Specified Tasks


7x per week

4-7x per week

2-3x per week

1x per week

Less than 1x per week Never



Q26a Schedule events for yourself

Never

Less than 1x per week

1x per week

2-3x per week

4-7x per week

More than 7x per week Count

All 17% 12% 5% 12% 14% 40% 182F 20% 12% 7% 7% 11% 44% 75A 15% 11% 5% 16% 17% 36% 107

Q26b Schedule meetings with others in your workgroup

Never


1x per week

2-3x per week

4-7x per week


All 22% 17% 10% 15% 13% 23% 180F 31% 19% 5% 11% 11% 24% 75A 16% 15% 13% 18% 14% 23% 105

Q26c Schedule meetings with others in your department or organization

Never


1x per week

2-3x per week

4-7x per week


All 23% 19% 9% 14% 12% 23% 181F 32% 23% 7% 8% 11% 20% 75A 16% 17% 11% 18% 12% 25% 106

Q26d Schedule meetings with others across Stanford

Never


1x per week

2-3x per week

4-7x per week


All 32% 24% 9% 12% 8% 15% 183F 36% 24% 5% 7% 12% 16% 75A 29% 24% 11% 16% 6% 15% 108

Q26e Reserve a conference room

Never


1x per week

2-3x per week

4-7x per week


All 56% 20% 6% 7% 6% 5% 177F 72% 20% 4% 1% 1% 1% 71A 45% 21% 7% 10% 9% 8% 106

Q26f Reserve equipment

Never


1x per week

2-3x per week

4-7x per week


All 79% 14% 2% 1% 2% 2% 175F 81% 14% 1% 0% 3% 1% 72A 79% 15% 2% 2% 1% 2% 103

Q45a How many times a week do you use your Stanford desk phone?

Never


1x per week

2-3x per week

4-7x per week


All 13% 15% 7% 19% 18% 27% 226F 10% 17% 7% 20% 16% 30% 111A 16% 14% 6% 19% 20% 25% 115



Mean N

Q28c. How Stanford Calendar integrates with your email

11 89

4.74 149

Q29a. Stanford Calendar overall

17 83

4.57 148

Q28b. How Stanford Calendar integrates with your desktop application (e.g., Outlook, Apple Mail)

19 81

4.57 134

Q28a. How Stanford Calendar integrates with your mobile device(s)

20 80

4.48 120

Q28d. How Stanford Calendar integrates with calendars from different services

27 73

4.18 103

Satisfaction with Aspects of Stanford Calendar

See Appendix

AQ30. What change would improve your satisfaction with Stanford Calendar?


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q28a How Stanford Calendar integrates with your mobile device(s)Mean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.48 4% 8% 8% 18% 39% 23% 120 1.35 0.24F 4.45 5% 7% 9% 13% 45% 20% 55 1.40 0.37A 4.51 3% 8% 8% 23% 34% 25% 65 1.32 0.32

Q28b


Q28c How Stanford Calendar integrates with your emailMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.74 2% 3% 6% 21% 46% 23% 149 1.09 0.17F 4.55 3% 2% 10% 27% 38% 20% 60 1.17 0.30A 4.87 1% 3% 3% 17% 51% 25% 89 1.01 0.21

Q28d How Stanford Calendar integrates with calendars from different servicesMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.18 7% 8% 13% 21% 36% 16% 103 1.42 0.27F 3.96 9% 13% 13% 22% 26% 17% 46 1.56 0.45A 4.37 5% 4% 12% 21% 44% 14% 57 1.28 0.33

Q29a Stanford Calendar overallMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.57 2% 5% 10% 20% 45% 19% 148 1.17 0.19F 4.35 3% 7% 12% 23% 40% 15% 60 1.26 0.32A 4.72 1% 3% 9% 17% 48% 22% 88 1.08 0.23

Q33a Wired (Ethernet) network performanceMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.34 0% 1% 2% 8% 43% 47% 169 0.75 0.11F 5.33 0% 1% 1% 11% 34% 51% 70 0.85 0.20G 5.45 0% 0% 0% 0% 55% 45% 20 0.51 0.22U 5.20 0% 0% 0% 20% 40% 40% 5 0.84 0.73A 5.34 0% 0% 3% 5% 47% 45% 74 0.71 0.16

Q33b Wireless (Wi-Fi) network performanceMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.59 3% 5% 8% 20% 42% 22% 348 1.22 0.13F 4.79 3% 3% 7% 19% 37% 31% 108 1.21 0.23G 4.31 5% 9% 7% 24% 35% 19% 74 1.40 0.32U 4.33 2% 12% 11% 18% 42% 16% 57 1.31 0.34A 4.73 1% 2% 9% 18% 50% 19% 109 1.00 0.19

How Stanford Calendar integrates with your desktop application (e.g., Outlook, Apple Mail)




2017 Stanford University IT Client Satisfaction Survey • Network Services | 59


Network Services

60 | Network Services • 2017 Stanford University IT Client Satisfaction Survey





96%

44%

82%

52%

29%

70%

93%

57%

75%

57%

19%

66%

99%

26%

93%

42%

30%

80%

94%

10%

90%

47%

29%

71%

98%

59%

77%

55%

39%

67%

Accessed at least one type of network

Stanford's wired (Ethernet) network

Stanford's wireless (WiFi) network

Stanford secure wireless (Secure WiFi) network

Stanford's Visitor network - short term wireless access for visitors, no sponsor required

Your mobile device carrier's network (e.g., AT&T, Verizon)

Q31. Which of the following [networks] do you use when at Stanford?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129

Q32

1-25% 26-50% 51-75% 76-100% CountAll 17% 15% 28% 40% 169F 19% 16% 33% 31% 67G 30% 30% 35% 5% 20U 50% 0% 33% 17% 6A 8% 11% 22% 59% 76

Q46

1-25% 26-50% 51-75% 76-100% CountAll 12% 26% 10% 22% 242F 3% 22% 13% 27% 117A 21% 29% 6% 17% 125

What percentage of your network time is spent plugged into the Stanford WIRED (Ethernet) network?

What percentage of your Stanford business calls do you make from your mobile (cell) phone?



Mean N

Q33a. Wired (Ethernet) network performance

2 98

5.34 169

Q33b. Wireless (Wi-Fi) network performance

16 84

4.59 348

Q33c. Wireless (Wi-Fi) network availability

19 81

4.51 342

Q33d. Stanford Visitor - short-term wireless access for visitors, no sponsor required

25 75

4.29 112

Satisfaction with Aspects of Stanford's Computer Network

See Appendix

A

Q34. Are there locations on campus where improved wired or wireless network connectivity is needed? Please list the locations and be as specific as possible.


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q33c Wireless (Wi-Fi) network availabilityMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.51 2% 6% 11% 23% 35% 23% 342 1.25 0.13F 4.71 2% 3% 11% 23% 28% 33% 105 1.23 0.24G 4.20 4% 12% 5% 34% 27% 18% 74 1.36 0.31U 4.38 0% 11% 11% 21% 45% 13% 56 1.17 0.31A 4.61 3% 2% 14% 16% 44% 21% 107 1.19 0.23

Q33d Stanford Visitor - short-term wireless access for visitors, no sponsor requiredMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.29 4% 7% 14% 26% 30% 19% 112 1.32 0.24F 4.21 4% 13% 17% 21% 17% 29% 24 1.56 0.62G 3.91 9% 9% 17% 30% 17% 17% 23 1.50 0.62U 4.17 0% 11% 11% 39% 28% 11% 18 1.15 0.53A 4.55 2% 2% 13% 21% 45% 17% 47 1.12 0.32

Q37a Stanford BoxMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.59 2% 7% 6% 22% 42% 21% 196 1.19 0.17F 4.10 6% 16% 9% 21% 30% 19% 70 1.51 0.35G 4.86 0% 3% 6% 14% 58% 19% 36 0.90 0.29U 4.71 0% 5% 5% 24% 48% 19% 21 1.01 0.43A 4.91 0% 0% 3% 28% 45% 25% 69 0.80 0.19

Q37b Stanford Medicine BoxMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.25 5% 9% 10% 23% 40% 14% 81 1.34 0.29F 3.95 9% 11% 16% 14% 39% 11% 44 1.52 0.45G 5.25 0% 0% 0% 25% 25% 50% 4 0.96 0.94A 4.52 0% 6% 3% 36% 42% 12% 33 0.97 0.33

Q37c Stanford Google Apps (e.g., Google Docs, Google Drive)Mean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.05 0% 0% 4% 19% 46% 31% 226 0.81 0.11F 4.69 0% 0% 6% 31% 50% 13% 62 0.78 0.19G 5.22 0% 0% 2% 13% 44% 40% 45 0.77 0.22U 5.37 0% 0% 2% 12% 33% 53% 49 0.78 0.22A 5.03 0% 0% 3% 19% 51% 27% 70 0.76 0.18

Q37d Stanford OneDriveMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.61 2% 6% 3% 25% 47% 17% 64 1.11 0.27F 4.69 0% 15% 0% 15% 38% 31% 13 1.38 0.75G 4.55 5% 0% 0% 35% 50% 10% 20 1.05 0.46U 4.67 0% 8% 8% 8% 58% 17% 12 1.15 0.65A 4.58 0% 5% 5% 32% 42% 16% 19 1.02 0.46

Q28a How Stanford Calendar integrates with your mobile device(s)Mean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.48 4% 8% 8% 18% 39% 23% 120 1.35 0.24F 4.45 5% 7% 9% 13% 45% 20% 55 1.40 0.37A 4.51 3% 8% 8% 23% 34% 25% 65 1.32 0.32

Q28b


Q28c How Stanford Calendar integrates with your emailMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.74 2% 3% 6% 21% 46% 23% 149 1.09 0.17F 4.55 3% 2% 10% 27% 38% 20% 60 1.17 0.30A 4.87 1% 3% 3% 17% 51% 25% 89 1.01 0.21

Q28d How Stanford Calendar integrates with calendars from different servicesMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.18 7% 8% 13% 21% 36% 16% 103 1.42 0.27F 3.96 9% 13% 13% 22% 26% 17% 46 1.56 0.45A 4.37 5% 4% 12% 21% 44% 14% 57 1.28 0.33

Q29a Stanford Calendar overallMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.57 2% 5% 10% 20% 45% 19% 148 1.17 0.19F 4.35 3% 7% 12% 23% 40% 15% 60 1.26 0.32A 4.72 1% 3% 9% 17% 48% 22% 88 1.08 0.23

Q33a Wired (Ethernet) network performanceMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.34 0% 1% 2% 8% 43% 47% 169 0.75 0.11F 5.33 0% 1% 1% 11% 34% 51% 70 0.85 0.20G 5.45 0% 0% 0% 0% 55% 45% 20 0.51 0.22U 5.20 0% 0% 0% 20% 40% 40% 5 0.84 0.73A 5.34 0% 0% 3% 5% 47% 45% 74 0.71 0.16

Q33b Wireless (Wi-Fi) network performanceMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.59 3% 5% 8% 20% 42% 22% 348 1.22 0.13F 4.79 3% 3% 7% 19% 37% 31% 108 1.21 0.23G 4.31 5% 9% 7% 24% 35% 19% 74 1.40 0.32U 4.33 2% 12% 11% 18% 42% 16% 57 1.31 0.34A 4.73 1% 2% 9% 18% 50% 19% 109 1.00 0.19

How Stanford Calendar integrates with your desktop application (e.g., Outlook, Apple Mail)



Total At All N


86% 226

Total At All N


74% 346







36 64

1.96 383




Frequency Scale

Daily Weekly MonthlyLess than monthly Never



Q35a Stanford Box

NeverLess Than

Monthly Monthly Weekly Daily CountAll 36% 25% 12% 14% 13% 341F 29% 23% 16% 17% 15% 106G 41% 25% 9% 15% 10% 68U 51% 24% 10% 10% 6% 51A 33% 28% 12% 13% 15% 116

Q35b Stanford Medicine Box

NeverLess Than


Q35c Stanford Google Apps (e.g., Google Docs, Google Drive)

NeverLess Than


Q35d Stanford OneDrive

NeverLess Than


Q35e Stanford Zoom

NeverLess Than


Q35f Stanford WebEx

NeverLess Than





2017 Stanford University IT Client Satisfaction Survey • Collaboration Tools | 67


Collaboration Tools

68 | Collaboration Tools • 2017 Stanford University IT Client Satisfaction Survey


81%

38%

24%

18%

11%

82%

39%

24%

18%

11%

74%

36%

25%

14%

18%

81%

23%

13%

8%

6%

85%

45%

30%

26%

10%

Sel

ecte

d at

leas

t one

type

of a

ctiv

ity

Sta

nfor

d B

ox: T

o ac

cess

stu

ff st

ored

and

sh

ared

by

othe

rs

Sta

nfor

d B

ox: T

o st

ore

my

stuf

f to

shar

e w

ith

othe

rs

Sta

nfor

d B

ox: T

o cr

eate

stu

ff co

llabo

rativ

ely

with

oth

ers

Sta

nfor

d B

ox: T

o st

ore

stuf

f for

my

priv

ate

use

Q36

. How

do

you

use

the

follo

win

g fo

r you

r Sta

nfor

d w

ork?

, n=3

92

(Sta

nfor

d B

ox)

All,

n=3

92

F, n

=125

G, n

=76

U, n

=62

A, n

=129

81%

17%

14%

10%

5%

82%

27%

24%

14%

10%

74%

7%

5%

4%

1%

81%

0%

0%

0%

0%

85%

22%

16%

15%

3%

Sel

ecte

d at

leas

t one

type

of a

ctiv

ity

Sta

nfor

d M

edic

ine

Box

: To

acce

ss s

tuff

stor

ed

and

shar

ed b

y ot

hers

Sta

nfor

d M

edic

ine

Box

: To

stor

e m

y st

uff t

o sh

are

with

oth

ers

Sta

nfor

d M

edic

ine

Box

: To

crea

te s

tuff

colla

bora

tivel

y w

ith o

ther

s

Sta

nfor

d M

edic

ine

Box

: To

stor

e st

uff f

or m

y pr

ivat

e us

e

Q36

. How

do

you

use

the

follo

win

g fo

r you

r Sta

nfor

d w

ork?

, n=3

92

(Sta

nfor

d M

edic

ine

Box

)

All,

n=3

92

F, n

=125

G, n

=76

U, n

=62

A, n

=129

81%

41%

36%

38%

23%

82%

31%

25%

26%

15%

74%

38%

38%

37%

30%

81%

66%

65%

60%

47%

85%

40%

32%

39%

16%

Sel

ecte

d at

leas

t one

type

of a

ctiv

ity

Sta

nfor

d G

oogl

e A

pps

(e.g

., G

oogl

e D

ocs,

G

oogl

e D

rive)

: To

acce

ss s

tuff

stor

ed a

nd

shar

ed b

y ot

hers

Sta

nfor

d G

oogl

e A

pps

(e.g

., G

oogl

e D

ocs,

G

oogl

e D

rive)

: To

stor

e m

y st

uff t

o sh

are

with

ot

hers

Sta

nfor

d G

oogl

e A

pps

(e.g

., G

oogl

e D

ocs,

G

oogl

e D

rive)

: To

crea

te s

tuff

colla

bora

tivel

y w

ith o

ther

s

Sta

nfor

d G

oogl

e A

pps

(e.g

., G

oogl

e D

ocs,

G

oogl

e D

rive)

: To

stor

e st

uff f

or m

y pr

ivat

e us

e

Q36

. How

do

you

use

the

follo

win

g fo

r you

r Sta

nfor

d w

ork?

, n=3

92

(Sta

nfor

d G

oogl

e A

pps)

All,

n=3

92

F, n

=125

G, n

=76

U, n

=62

A, n

=129

81%

6%

8%

5%

7%

82%

4%

6%

3%

4%

74%

7% 13

%

5% 13

%

81%

8%

8%

5% 10

%

85%

6%

5%

7%

4%

Sel

ecte

d at

leas

t one

type

of a

ctiv

ity

Sta

nfor

d O

neD

rive:

To

acce

ss s

tuff

stor

ed a

nd

shar

ed b

y ot

hers

Sta

nfor

d O

neD

rive:

To

stor

e m

y st

uff t

o sh

are

with

oth

ers

Sta

nfor

d O

neD

rive:

To

crea

te s

tuff

colla

bora

tivel

y w

ith o

ther

s

Sta

nfor

d O

neD

rive:

To

stor

e st

uff f

or m

y pr

ivat

e us

e

Q36

. How

do

you

use

the

follo

win

g fo

r you

r Sta

nfor

d w

ork?

, n=3

92

(Sta

nfor

d O

neD

rive)

All,

n=3

92

F, n

=125

G, n

=76

U, n

=62

A, n

=129

Stan

ford

Goo

gle

App

s

Stan

ford

B

oxSt

anfo

rd

Med

icin

e B

ox

Stan

ford

One

Driv

e

To a

cces

s st

uff s

tore

d an

d sh

ared

by

othe

rs

To s

tore

my

stuf

f to

shar

e w

ith o

ther

s

To c

reat

e st

uff

colla

bora

tivel

y

with

oth

ers

To s

tore

stu

ff fo

r my

pers

onal

use

81%

6%

8%

5%

7%

82%

4%

6%

3%

4%

74%

7% 13

%

5% 13

%

81%

8%

8%

5% 10

%

85%

6%

5%

7%

4%

Sel

ecte

d at

leas

t one

type

of a

ctiv

ity

Sta

nfor

d O

neD

rive:

To

acce

ss s

tuff

stor

ed a

nd

shar

ed b

y ot

hers

Sta

nfor

d O

neD

rive:

To

stor

e m

y st

uff t

o sh

are

with

oth

ers

Sta

nfor

d O

neD

rive:

To

crea

te s

tuff

colla

bora

tivel

y w

ith o

ther

s

Sta

nfor

d O

neD

rive:

To

stor

e st

uff f

or m

y pr

ivat

e us

e

Q36

. How

do

you

use

the

follo

win

g fo

r you

r Sta

nfor

d w

ork?

, n=3

92

(Sta

nfor

d O

neD

rive)

All,

n=3

92

F, n

=125

G, n

=76

U, n

=62

A, n

=129

Q36

. How

do

you

use

the

follo

win

g fo

r you

r Sta

nfor

d w

ork?



Q40

Yes NoI didn't use BlueJeans. Count

All 51% 19% 31% 144F 47% 25% 28% 53G 42% 17% 42% 12U 0% 0% 100% 6A 59% 16% 25% 73

Q41

Yes NoI don't know. Count

All 49% 45% 7% 372F 63% 34% 3% 115G 64% 28% 8% 75U 50% 43% 7% 56A 25% 65% 10% 126

Do you think Zoom is better than the previous BlueJeans service?

Do you use any non-Stanford online collaboration tools for your Stanford work (e.g., Dropbox, Slack, non-standard version of Google Docs)?

See Appendix

A

Q42. What are the non-Stanford online collaboration tools you use for your Stanford work and why?

44%

32%

16%

2%

1%

1%

1%

1%

3%

54%

42%

15%

2%

1%

3%

1%

1%

2%

63%

50%

26%

5%

1%

1%

0%

0%

4%

42%

16%

26%

0%

3%

0%

0%

2%

8%

23%

19%

6%

1%

1%

0%

2%

0%

2%


Dropbox

Google (Drive / Docs / Sheets)

Slack

Github

Skype

Trello

BitBucket

Other

Q42. What are the non-Stanford online collaboration tools you use for your Stanford work and why?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129



Mean N


4 96

5.05 226

Q37d. Stanford OneDrive

11 89

4.61 64

Q37a. Stanford Box

14 86

4.59 196

Q37b. Stanford Medicine Box

23 77

4.25 81

Mean N

Q38a. Stanford Zoom

4 96

4.92 143

Q38b. Stanford WebEx

6 94

4.48 48

Satisfaction with Specified Stanford Tools

Satisfaction with Specified Stanford Conferencing Tools


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



Q33c Wireless (Wi-Fi) network availabilityMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.51 2% 6% 11% 23% 35% 23% 342 1.25 0.13F 4.71 2% 3% 11% 23% 28% 33% 105 1.23 0.24G 4.20 4% 12% 5% 34% 27% 18% 74 1.36 0.31U 4.38 0% 11% 11% 21% 45% 13% 56 1.17 0.31A 4.61 3% 2% 14% 16% 44% 21% 107 1.19 0.23

Q33d Stanford Visitor - short-term wireless access for visitors, no sponsor requiredMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.29 4% 7% 14% 26% 30% 19% 112 1.32 0.24F 4.21 4% 13% 17% 21% 17% 29% 24 1.56 0.62G 3.91 9% 9% 17% 30% 17% 17% 23 1.50 0.62U 4.17 0% 11% 11% 39% 28% 11% 18 1.15 0.53A 4.55 2% 2% 13% 21% 45% 17% 47 1.12 0.32

Q37a Stanford BoxMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.59 2% 7% 6% 22% 42% 21% 196 1.19 0.17F 4.10 6% 16% 9% 21% 30% 19% 70 1.51 0.35G 4.86 0% 3% 6% 14% 58% 19% 36 0.90 0.29U 4.71 0% 5% 5% 24% 48% 19% 21 1.01 0.43A 4.91 0% 0% 3% 28% 45% 25% 69 0.80 0.19

Q37b Stanford Medicine BoxMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.25 5% 9% 10% 23% 40% 14% 81 1.34 0.29F 3.95 9% 11% 16% 14% 39% 11% 44 1.52 0.45G 5.25 0% 0% 0% 25% 25% 50% 4 0.96 0.94A 4.52 0% 6% 3% 36% 42% 12% 33 0.97 0.33

Q37c Stanford Google Apps (e.g., Google Docs, Google Drive)Mean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.05 0% 0% 4% 19% 46% 31% 226 0.81 0.11F 4.69 0% 0% 6% 31% 50% 13% 62 0.78 0.19G 5.22 0% 0% 2% 13% 44% 40% 45 0.77 0.22U 5.37 0% 0% 2% 12% 33% 53% 49 0.78 0.22A 5.03 0% 0% 3% 19% 51% 27% 70 0.76 0.18

Q37d Stanford OneDriveMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.61 2% 6% 3% 25% 47% 17% 64 1.11 0.27F 4.69 0% 15% 0% 15% 38% 31% 13 1.38 0.75G 4.55 5% 0% 0% 35% 50% 10% 20 1.05 0.46U 4.67 0% 8% 8% 8% 58% 17% 12 1.15 0.65A 4.58 0% 5% 5% 32% 42% 16% 19 1.02 0.46



Mean N


4 96

5.05 226

Q37d. Stanford OneDrive

11 89

4.61 64

Q37a. Stanford Box

14 86

4.59 196

Q37b. Stanford Medicine Box

23 77

4.25 81

Mean N

Q38a. Stanford Zoom

4 96

4.92 143

Q38b. Stanford WebEx

6 94

4.48 48

Satisfaction with Specified Stanford Tools

Satisfaction with Specified Stanford Conferencing Tools

Q40

Yes NoI didn't use BlueJeans. Count

All 51% 19% 31% 144F 47% 25% 28% 53G 42% 17% 42% 12U 0% 0% 100% 6A 59% 16% 25% 73

Q41

Yes NoI don't know. Count

All 49% 45% 7% 372F 63% 34% 3% 115G 64% 28% 8% 75U 50% 43% 7% 56A 25% 65% 10% 126

Do you think Zoom is better than the previous BlueJeans service?

Do you use any non-Stanford online collaboration tools for your Stanford work (e.g., Dropbox, Slack, non-standard version of Google Docs)?

Q38a Stanford ZoomMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.92 0% 1% 3% 22% 50% 23% 143 0.81 0.13F 4.89 0% 2% 9% 18% 40% 31% 55 1.01 0.27G 4.80 0% 0% 0% 50% 20% 30% 10 0.92 0.57U 5.00 0% 0% 0% 20% 60% 20% 5 0.71 0.62A 4.95 0% 0% 0% 22% 62% 16% 73 0.62 0.14

Q38b Stanford WebExMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.48 2% 0% 4% 44% 42% 8% 48 0.87 0.25F 4.47 5% 0% 11% 32% 32% 21% 19 1.26 0.57G 4.00 0% 0% 0% 100% 0% 0% 5 0.00 -A 4.58 0% 0% 0% 42% 58% 0% 24 0.50 0.20

Q44a JabberMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.70 0% 3% 7% 27% 43% 20% 30 0.99 0.35F 5.00 0% 0% 0% 0% 100% 0% 2 0.00 -G 3.00 0% 0% 100% 0% 0% 0% 1 - -A 4.74 0% 4% 4% 30% 41% 22% 27 0.98 0.37

Q44b SlackMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.76 0% 3% 9% 22% 39% 26% 95 1.05 0.21F 5.06 0% 0% 0% 28% 39% 33% 18 0.80 0.37G 4.88 0% 0% 12% 19% 38% 31% 26 0.99 0.38U 4.70 0% 3% 10% 23% 40% 23% 30 1.06 0.38A 4.43 0% 10% 14% 19% 38% 19% 21 1.25 0.53

Q49a University IT keeps the IT systems up and runningMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.11 1% 2% 3% 12% 45% 37% 363 0.92 0.10F 4.97 2% 3% 3% 17% 37% 37% 115 1.12 0.20G 5.24 0% 1% 3% 8% 47% 41% 75 0.82 0.19U 5.16 0% 0% 4% 12% 48% 36% 50 0.79 0.22A 5.14 0% 2% 2% 11% 51% 34% 123 0.82 0.15

Q49b University IT delivers promised services on a timely basisMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.94 1% 2% 6% 13% 50% 28% 338 0.98 0.10F 4.86 1% 6% 6% 12% 40% 34% 109 1.20 0.22G 5.03 1% 0% 6% 7% 59% 27% 70 0.90 0.21U 4.95 0% 0% 5% 17% 57% 21% 42 0.76 0.23A 4.97 0% 1% 6% 15% 51% 26% 117 0.86 0.16


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6



43%

40%

21%

4%

5%

3%

1%

1%

51%

50%

25%

5%

6%

1%

0%

1%

26%

22%

13%

3%

4%

3%

3%

1%

10%

8%

3%

0%

2%

3%

0%

0%

60%

55%

32%

6%

6%

5%

2%

2%

Used at least one type of Zoom feature

Video conferencing

Screen/document sharing

Webcasting

Instant messaging/chat

Question submission

Hand raising

Polls

Q39. Which of the following features of Zoom do you use?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129



Mean N

Q44b. Slack (not provided by Stanford)

13 87

4.76 95

Q44a. Jabber

10 90

4.70 30

Satisfaction with Online Instant Messaging Tools

94%

8%

25%

64%

91%

2%

14%

75%

99%

1%

34%

64%

92%

0%

52%

40%

96%

21%

16%

63%

Responded at all

Jabber

Slack

I don't use either of these.

Q43. Do you use either of these tools for online instant messaging for your Stanford work?, n=392

All, n=392

F, n=125

G, n=76

U, n=62

A, n=129


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6




All 4.70 0% 3% 7% 27% 43% 20% 30 0.99 0.35F 5.00 0% 0% 0% 0% 100% 0% 2 0.00 -G 3.00 0% 0% 100% 0% 0% 0% 1 - -A 4.74 0% 4% 4% 30% 41% 22% 27 0.98 0.37

Q44b Slack (not provided by Stanford)Mean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.76 0% 3% 9% 22% 39% 26% 95 1.05 0.21F 5.06 0% 0% 0% 28% 39% 33% 18 0.80 0.37G 4.88 0% 0% 12% 19% 38% 31% 26 0.99 0.38U 4.70 0% 3% 10% 23% 40% 23% 30 1.06 0.38A 4.43 0% 10% 14% 19% 38% 19% 21 1.25 0.53




2017 Stanford University IT Client Satisfaction Survey • Telecommunications Services | 77


Telecommunications Services

78 | Telecommunications Services • 2017 Stanford University IT Client Satisfaction Survey


Mean NQ48. How important is it to you to have a Stanford phone number, whether you have a desk phone or not?

36 64

2.35 359

Importance of Having a Stanford Phone Number

Total At All N


86% 226

Total At All N


74% 346







36 64

1.96 383




Q32

1-25% 26-50% 51-75% 76-100% CountAll 17% 15% 28% 40% 169F 19% 16% 33% 31% 67G 30% 30% 35% 5% 20U 50% 0% 33% 17% 6A 8% 11% 22% 59% 76

Q46

1-25% 26-50% 51-75% 76-100% CountAll 12% 26% 10% 22% 242F 3% 22% 13% 27% 117A 21% 29% 6% 17% 125

What percentage of your network time is spent plugged into the Stanford WIRED (Ethernet) network?

What percentage of your Stanford business calls do you make from your mobile (cell) phone?

See Appendix

A

Q47. Are there locations on campus where mobile (cell) phone connections are problematic? Please list the locations and be as specific as possible.


7x per week

4-7x per week

2-3x per week

1x per week

Less than 1x per week Never

Importance ScaleNot At All Important

Somewhat Important Important

Very Important

2017 Stanford University IT Client Satisfaction Survey • Telecommunications Services | 79


Q48

MeanNot at all

importantSomewhat Important Important

Very important Count Std. Dev. 95% CI+-

All 2.35 36% 20% 17% 27% 359 1.22 0.13F 2.83 16% 24% 22% 38% 116 1.11 0.20G 1.39 69% 24% 7% 0% 70 0.62 0.15U 1.21 85% 11% 2% 2% 53 0.57 0.15A 2.95 15% 18% 25% 43% 120 1.10 0.20

How important is it to you to have a Stanford phone number, whether you have a desk phone or not?

Q26e Reserve a conference room

Never


1x per week

2-3x per week

4-7x per week


All 56% 20% 6% 7% 6% 5% 177F 72% 20% 4% 1% 1% 1% 71A 45% 21% 7% 10% 9% 8% 106

Q26f Reserve equipment

Never


1x per week

2-3x per week

4-7x per week


All 79% 14% 2% 1% 2% 2% 175F 81% 14% 1% 0% 3% 1% 72A 79% 15% 2% 2% 1% 2% 103

Q45a How many times a week do you use your Stanford desk phone?

Never


1x per week

2-3x per week

4-7x per week


All 13% 15% 7% 19% 18% 27% 226F 10% 17% 7% 20% 16% 30% 111A 16% 14% 6% 19% 20% 25% 115

80 | Telecommunications Services • 2017 Stanford University IT Client Satisfaction Survey



2017 Stanford University IT Client Satisfaction Survey • University IT Overall | 81


University IT Overall

82 | University IT Overall • 2017 Stanford University IT Client Satisfaction Survey


Mean N

Q49a. University IT keeps the IT systems up and running

5 95

5.11 363

Q49d. University IT provides services that are valuable to you

7 93

4.96 353

Q49b. University IT delivers promised services on a timely basis

9 91

4.94 338

Q51a. Services from University IT Overall

8 92

4.89 355

Q50a. University IT takes a client-oriented approach

11 89

4.84 319

Q49c. University IT helps you use technology effectively

12 88

4.75 344

Satisfaction with Aspects of University IT Overall

See Appendix

A

Q52. What one thing could we do to improve your experience with IT at Stanford, overall?

Q53. What IT support or service do you need that Stanford is not providing you?

Q54. If you were to imagine IT at Stanford five years from now, what new or improved services do you think will be needed to meet the needs of (faculty/student/staff)?


Dissatisfied1

Dissatisfied2


3

Somewhat Satisfied

4Satisfied

5

Very Satisfied

6

2017 Stanford University IT Client Satisfaction Survey • University IT Overall | 83


Q49c University IT helps you use technology effectivelyMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.75 1% 4% 6% 19% 45% 24% 344 1.10 0.12F 4.57 2% 6% 9% 25% 30% 27% 110 1.26 0.24G 4.75 5% 3% 5% 11% 54% 23% 65 1.23 0.30U 4.88 0% 0% 8% 17% 54% 21% 48 0.84 0.24A 4.85 0% 3% 4% 20% 50% 23% 121 0.94 0.17

Q49d University IT provides services that are valuable to youMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.96 1% 1% 5% 17% 46% 30% 353 0.95 0.10F 4.88 1% 3% 10% 17% 35% 35% 114 1.13 0.21G 4.94 1% 3% 3% 15% 49% 29% 72 1.02 0.24U 5.06 0% 0% 4% 14% 53% 29% 49 0.77 0.22A 5.02 0% 0% 3% 19% 51% 27% 118 0.77 0.14

Q50a University IT takes a client-oriented approachMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.84 2% 3% 6% 17% 44% 29% 319 1.12 0.12F 4.66 4% 5% 8% 20% 32% 31% 102 1.34 0.26G 4.86 2% 3% 7% 14% 43% 31% 58 1.15 0.30U 4.87 2% 0% 7% 11% 60% 20% 45 0.97 0.28A 4.98 1% 1% 4% 18% 48% 29% 114 0.91 0.17

Q51a Services from University IT OverallMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.89 1% 3% 3% 17% 49% 26% 355 1.01 0.10F 4.77 3% 4% 7% 17% 37% 32% 113 1.25 0.23G 4.93 0% 4% 3% 14% 54% 25% 72 0.94 0.22U 4.98 0% 2% 2% 14% 60% 22% 50 0.80 0.22A 4.95 1% 2% 1% 19% 53% 24% 120 0.87 0.16

Q38a Stanford ZoomMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.92 0% 1% 3% 22% 50% 23% 143 0.81 0.13F 4.89 0% 2% 9% 18% 40% 31% 55 1.01 0.27G 4.80 0% 0% 0% 50% 20% 30% 10 0.92 0.57U 5.00 0% 0% 0% 20% 60% 20% 5 0.71 0.62A 4.95 0% 0% 0% 22% 62% 16% 73 0.62 0.14

Q38b Stanford WebExMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.48 2% 0% 4% 44% 42% 8% 48 0.87 0.25F 4.47 5% 0% 11% 32% 32% 21% 19 1.26 0.57G 4.00 0% 0% 0% 100% 0% 0% 5 0.00 -A 4.58 0% 0% 0% 42% 58% 0% 24 0.50 0.20


All 4.70 0% 3% 7% 27% 43% 20% 30 0.99 0.35F 5.00 0% 0% 0% 0% 100% 0% 2 0.00 -G 3.00 0% 0% 100% 0% 0% 0% 1 - -A 4.74 0% 4% 4% 30% 41% 22% 27 0.98 0.37

Q44b SlackMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.76 0% 3% 9% 22% 39% 26% 95 1.05 0.21F 5.06 0% 0% 0% 28% 39% 33% 18 0.80 0.37G 4.88 0% 0% 12% 19% 38% 31% 26 0.99 0.38U 4.70 0% 3% 10% 23% 40% 23% 30 1.06 0.38A 4.43 0% 10% 14% 19% 38% 19% 21 1.25 0.53

Q49a University IT keeps the IT systems up and runningMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 5.11 1% 2% 3% 12% 45% 37% 363 0.92 0.10F 4.97 2% 3% 3% 17% 37% 37% 115 1.12 0.20G 5.24 0% 1% 3% 8% 47% 41% 75 0.82 0.19U 5.16 0% 0% 4% 12% 48% 36% 50 0.79 0.22A 5.14 0% 2% 2% 11% 51% 34% 123 0.82 0.15

Q49b University IT delivers promised services on a timely basisMean VD D SD SS S VS Count Std. Dev. 95% CI+-

All 4.94 1% 2% 6% 13% 50% 28% 338 0.98 0.10F 4.86 1% 6% 6% 12% 40% 34% 109 1.20 0.22G 5.03 1% 0% 6% 7% 59% 27% 70 0.90 0.21U 4.95 0% 0% 5% 17% 57% 21% 42 0.76 0.23A 4.97 0% 1% 6% 15% 51% 26% 117 0.86 0.16

84 | University IT Overall • 2017 Stanford University IT Client Satisfaction Survey



2017 Stanford University IT Client Satisfaction Survey • Appendix A - Text Comments | App-A1


Appendix AThe Full Text of

Written Comments

App-A2 | Appendix A - Text Comments • 2017 Stanford University IT Client Satisfaction Survey


Q7h. Other choice for getting help with Stanford email

Responses to this question have been sorted by cohort and then alphabetically.

F: All secondary to phone call. Too much typing otherwise to describe the problem

F: Ask a colleague

F: call the help desk

F: depends on the issue

F: Don’t use Stanford email (my @stanford.edu and @cs.stanford.edu addresses forward to a personal Gmail account)

F: Having a technician remote into the system while on the phone.

F: I use e-mail all day every day, and have for 20 years. I don’t remember asking for help with stanford e-mail.

F: IT tech only has office hours in our department 2 hours, one morning a week. So if it conflicts with my teaching schedule or if the problem occurs one day after his scheduled time, I have to wait a week for help -- since I was told that IT Help Desk can no longer assist with problems and refer them back to H&S IT. It’s not a very accommodat-ing system. In the past, I was able to get HELP from the IT Help people AND/OR the assigned 2-hour/weekly tech person. That no longer is the case and delays support help.

F: talk to a colleague who use it

F: What is a Bing...?

G: Ask friends.

G: ask my peers if they’ve run into a similar problem (1st choice)

G: Just sit there and tinker with things, because I have had no idea how to get help from Stanford.

U: Ask a friend

U: Ask a friend

U: Ask a friend in the dorm

U: Ask friend

U: RCC

U: RCC

U: Talk to a friend or someone who might be able to promptly help me.

A: Ask a co-worker

A: Ask a colleague

A: Ask a college for help

A: asking a co-worker

A: Consult a subject matter expert in my area

A: I would call 5-8000

A: Most email problems I’ve encounter can’t be solved without talking to a 2nd tier help desk rep.



Q12. What additional information security guidance would you like from Stanford? (ADD)

Q15. What can the Information Security Office do to improve the services that it provides? (IMPROVE)

Q16. What specific elements of your work (if any) do you feel are unduly impacted by the university’s information security protections? (UNDUE IMPACT)

Each respondent’s responses to these three questions have been grouped together. The results have been sorted by cohort, then by satisfaction rating for Q11a. Information security guidance provided by Stanford, and then alphabetically.

VS = Very SatisfiedS = SatisfiedSS = Somewhat SatisfiedSD = Somewhat DissatisfiedD = DissatisfiedVD = Very Dissatisfied

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: emailing information to colleagues within Stanford

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: I do not deal with patient protected info but have to go through all the encryption processes which I feel are unneccesary

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: information security is so important that we have to live with the extra elements

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: It is ridiculous that I need to spend time on HIPAA when I have never ever had access to HIPAA information.

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Mobile phone access to Stanford network.

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: None

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: none

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: none

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: None.

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: really hate that my phone times out in under 5 minutes and that the PC is only 15 I’m busy in my office with students and other tasks and it takes time to constantly have to re sign in. Also, I think the “duo” authentication system to my phone is a pain: 1. I have to turn on and sign in to my phone, then wait for the phone to turn on. 2. Now send the authentication request and hope the phone doesn’t time out, 3. authenticate and confirm (what the heck is this?). Altogether -- for me, because I do not carry my phone with me and it’s never “on” -- each of these authentication requests takes 5 - 10 minutes. Do that a few times a day, and you too will hate the system. This could be partially solved by allowing a longer time out on the phone ...

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: The double log-in when I am off campus is sometimes inconve-nient, as I don’t always have my cell phone with me to receive a text.



F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: The inability to access emails on a mobile phone that is not encrypted. I can understand not being able to download documents on a non-encrypted mobile device, but reading and responding to everyday administrative emails would be much easier and convenient especially given the travel required in a day to attend multiple meetings on and off campus. Encrypting a personal mobile phone is not reason-able and carrying more than one mobile phone does not address the inconvenience and ease issues.

F: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Time outs on mu work computerto short

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Don’t know.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: I don’t think any, but I’m not sure.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: I don’t use my smartphone because of the requirement for MDM.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: i travel a lot and work a lot from off campus. whenever i need to ssh into the stanford servers and whenever i log on to axess, i need to have my phone nearby for 2-step authentication. it’s a huge pain in the ass.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Machines are slowed down due to required added software

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Most inconvenient particularly when traveling. Causes me to spend extra time.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: none



F: (S) ADD: / IMPROVE: / UNDUE IMPACT: None

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: None, but it is inconvenient to have to look for computers which can access protected health information for patient care but there is no better solution around legal requirements

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: None, really. I don’t like that I need to register any and all of my devices to connect to stanford’s wifi, but I’ve gotten around that by using eduroam instead. More secure anyway.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: None.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Numerous way to check identification which slows down use of devices

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Sending e-mail from some non-university locations occasionally.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Stanford Box is essentially non-useable because of the onerous layers of security it is wrapped in.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: The need for multiple password changes.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: The yearly tutorial that we have to take is onerous, time-consum-ing, repetitive, boring and a waste of time. The core points could be summarized in a 10 minute tutorial not 2 hours which it seems to take. Many of the aspects of the tutorial are not tailored to faculty so we waste time having to read or sit through or be tested on issues that are not relevant to us.

F: (S) ADD: / IMPROVE: / UNDUE IMPACT: Variable access to the Stanford WiFi service when on campus; doesn’t seem to remember me as a faculty member

F: (S) ADD: / IMPROVE: Less dual factor authentication requests / UNDUE IMPACT:



F: (S) ADD: / IMPROVE: More frequent, concise emails. / UNDUE IMPACT: Not certifying Dropbox for use with a Stanford business agreement.

F: (S) ADD: / IMPROVE: Move fast on clarifying policies around Cloud computing. / UNDUE IMPACT: The ability to interact with Industry is limited because of lack of clear guidance on how is on first (security or privacy) and lack of clarity on who is the decision making authority.

F: (SS) ADD: / IMPROVE: / UNDUE IMPACT: None, except for inevitable delays caused by security procedures. I just put up with them.

F: (SS) ADD: / IMPROVE: Seems like a lot of overhead, slow machines, etc. / UNDUE IMPACT:

F: (SS) ADD: / IMPROVE: When I have asked specific questions, I have gotten general responses, as though from a script without having read my question. For example, asking about how to change AMIE status and remove encryp-tion for a machine no longer accessing protected information, I am given a stock paragraph about the importance of protecting privacy and the various penalties for being out of compliance, without any reference to my actual question or specific issue. / UNDUE IMPACT: Unable to install specific software needed for my work because I don’t have admin privileges. Spend time each month updating bigfix unnecessarily on machines no longer used for patient/protected information. stanford medicine box inaccessible for research collaboration when not at stanford, even for non-PHI

F: (SS) ADD: AMIE is not sure friendly at all / IMPROVE: / UNDUE IMPACT:

F: (SS) ADD: Follow up to the W2 form breach from 2016. / IMPROVE: / UNDUE IMPACT: None

F: (SS) ADD: For those of us who have more than one computer, sometimes the system fails to adequately identify which is “not in compliance”; and I have found that sometimes calling IRT is not of that much assistance in this matter. There should be a way, once devices are registered into the system, for the system to tell me exactly what is not in compliance, or what device has fallen off. It should not be a guessing game. / IMPROVE: Besides the encryp-tion and virus protection, I don’t know what other services are provided by the security office. / UNDUE IMPACT: Not much; it is sort of a pain to have to log in 3 times to get into EPIC; you would think that the 2-step authentication should be enough. jm

F: (SS) ADD: I get repeated email edicts telling me that one or another of my computers is “out of compliance.” Twice, I walked through the compliance steps while on the phone with a HELP rep. And yet, a month later, I was asked to do it again. Because I have several computers, it seems like an unnecessary burden to have to repeatedly install “The Big Fix.” No one has been able to provide an explanation as to why the computer falls out of compliance and they just tell me to go through the steps again. / IMPROVE: / UNDUE IMPACT: I have had to take a computer that I use for editing -- on a now obsolete edit system (Final Cut Pro 7.0) off the network because my most recent request for an exemption -- which I have repeatedly received -- was declined. The security expectation seems unnecessarily rigid when applied to a computer that contains NO confidential information of any sort. So moving this computer off-line creates an unnecessary burden that I have to use a different computer for anything that requires web access for the work I am doing on the non-networked computer, e.g. uploading or downloading a video, getting “help” for the editing software, etc.

F: (SS) ADD: I would like a way to text securely about patient care / IMPROVE: / UNDUE IMPACT:

F: (SS) ADD: More ease in locating security information on SU web. / IMPROVE: / UNDUE IMPACT: None

F: (SS) ADD: More frequent reminders about what procedures need to be in place to protect data, and under what conditions. / IMPROVE: / UNDUE IMPACT: None

F: (SS) ADD: simplified information. / IMPROVE: / UNDUE IMPACT:

F: (SS) ADD: Specific directions to counter issues. Resolve issues with downloads required by Stanford that cause expensive injuries to my computer / IMPROVE: See prior comment / UNDUE IMPACT:



F: (SS) ADD: Strong need of a password management solution or recommendation. More updates regarding current threats and best practices. / IMPROVE: / UNDUE IMPACT: none are unduly. many are annoying. Would like to implement fingerprint id on my computer.

F: (SD) ADD: / IMPROVE: / UNDUE IMPACT: I am constantly getting confusing emails about installing software for security, un-registered device, and things that are often totally confusing. The computers are never iden-tified clearly in a way that I can tell which computer is not in compliance. It’s all a mess, I’m afraid.

F: (SD) ADD: / IMPROVE: / UNDUE IMPACT: slows down my laptop considerably

F: (SD) ADD: / IMPROVE: / UNDUE IMPACT: The encryption and other related requirement slow down com-puters that are only used for instrument or make them work less efficiently.

F: (SD) ADD: / IMPROVE: Understand there has been a lot of friction re: computers and servers used for research purposes, with the CS department. / UNDUE IMPACT: It took a year for IT to even respond to my HelpSU ticket asking to unblock outgoing connections to TCP port 25.

F: (SD) ADD: BigFix is crashing my computer / IMPROVE: / UNDUE IMPACT: BigFix bugs create delays

F: (SD) ADD: Clearer instructions about installing and using the security services, including VPN. / IMPROVE: see previous response / UNDUE IMPACT:

F: (SD) ADD: Cumbersome / IMPROVE: unclear / UNDUE IMPACT: mobile devices, constant updating

F: (SD) ADD: Epic update information is vague, seems incomplete, not easy to digest / IMPROVE: / UNDUE IMPACT: The ned to login 3 times when remote for access to Epic

F: (D) ADD: / IMPROVE: / UNDUE IMPACT: Malfunctions often. Strange and useless error messages. Feels a bit like a defective vending machine. For help, I count mostly on the technician of my department

F: (D) ADD: Cumbersome and awkward. / IMPROVE: Fewer shifts in vendors would be helpful. / UNDUE IMPACT:

F: (D) ADD: Guidance that didn’t interfere with the mission of the University, / IMPROVE: Learn about the needs of the faculty and students to do research and teach. / UNDUE IMPACT: Corporate IT security doesn’t work in a uni-versity.

F: (D) ADD: Have not received any guidance, other than disk encryption (required) and two-step authentication (required). Would appreciate information about any other aspects of info security. / IMPROVE: Same as above. / UNDUE IMPACT: None. It can be annoying to use two-step authentication for so many university services/sites, but I think it’s important for security, so it’s an inconvenience I am willing to accept.

F: (D) ADD: I don’t feel that the security guidance matches well with the needs of the computer science department. As a result, there is confusion and dissatisfaction around information security in the department. / IMPROVE: / UNDUE IMPACT: I can’t use my personal phone on the Stanford wireless network without installing a profile which I do not want to do. The Stanford Visitor network has also recently stopped working well, so I don’t get any wireless on my phone and have to use my cellular data. This seems like a rather absurd predicament to be in at a world-class university.

F: (D) ADD: I’d like to see LESS. / IMPROVE: REQUIRE LESS / UNDUE IMPACT: SLOWS ME DOWN

F: (D) ADD: Less security / IMPROVE: Less security / UNDUE IMPACT: Slow down my work. Disenable my computer

F: (D) ADD: More responsibility in ID theft and crypto. / IMPROVE: Not pro-active enough. / UNDUE IMPACT: I use data a lot, we need something better than box, i.e. cloud service that is secure and easy to use (Dropbox type facilities).



F: (D) ADD: The instructions are not easy to follow. I know security is importnat but they ask me to take action and I dont’ understand what I am supposed to do. / IMPROVE: Make it easier to comply - don’t tell me to go somewhere and do something without providing me the link and a one step task to get it done. Like when I have to do compli-ance for Conflict of Interest for research projects they send me an email and say “Click here if you have no conflict of interest” I click there and the screen then says “Thanks - you are done” in one nanosecond. When I get those emails I’m always happy to do that quickly for them. Emails from security are the opposite - no links (and if there is a link it takes me to a complicated page), long paragraphs about all sorts of things, and threats that I will be reported if I don’t soemhow comply. I want to comply - make it easy. / UNDUE IMPACT: I appreciate the security - it is a fact of life and appreciate you all keeping us secure. Knowing it is important I don’t think I am unduly impacted.

F: (VD) ADD: I am very dissatisfied with the need to encrypt our personal cellphones which access the Stanford WiFi network. This has rendered my Android phone extremely slow and nearly unusable. Luckily, I was able to get an exception, but it was only after I had to factory-reset my phone because the encryption rendered it nearly unusable. / IMPROVE: I am very dissatisfied with the need to encrypt our personal cellphones which access the Stanford WiFi network. This has rendered my Android phone extremely slow and nearly unusable. Luckily, I was able to get an exception, but it was only after I had to factory-reset my phone because the encryption rendered it nearly unusable. / UNDUE IMPACT: The need to encrypt my personal cellphone. (See my earlier replies.)

F: (VD) ADD: I need to know names and contact information. I get messages that say one of my computers is not in compliance. There is no way to call and talk to a person with a name. The entire security systems is terrible. It is unfriendly and not able to understand what goes on in the real world. I have about 30 computers in my labs. Some of them come from a company to run expensive equipment. The cannot have the Stanford security systems on them. These will be used for 10 years. I need to ask for exemptions. It is always a hassle. It is ridiculous that I need to do this over and over again for the same computer. It should get exempted once as nothing is going to change year to year. The computer that could not have the security on it this year is not suddenly going to be able to have it next year. After many people trying, my modern Android phone would not take the security software. I got an exemption. I know I will be hassled again and again each year. Believe it or not, most phones are not Apple, they run Android operating systems. If you can’t make your security for the wifi work on Android, don’t make me jump through hoops. This is your problem and I should not have to suffer because you can’t do what you want to do. / IMPROVE: When an email is sent, have a name and phone number. This is the most unresponsive group I have encounter anywhere at Stanford. / UNDUE IMPACT: Being hassled about computers that need exemptions over and over again.

F: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Access to web mail. Occasional failure of secondary password token.

F: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Having to provide dual authentication again when my screen times out after 10-15 minutes of inactivity. If I had just authenticated, couldn’t the system have some kind of memory? Especially from a private computer?

F: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Long time to get issues resolved.

F: (NR) ADD: / IMPROVE: / UNDUE IMPACT: none

F: (NR) ADD: / IMPROVE: / UNDUE IMPACT: None

F: (NR) ADD: / IMPROVE: / UNDUE IMPACT: none

G: (VS) ADD: / IMPROVE: / UNDUE IMPACT: None



G: (VS) ADD: / IMPROVE: / UNDUE IMPACT: None that I know of!

G: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Nothing



G: (S) ADD: / IMPROVE: / UNDUE IMPACT: Box Safe for PHI folders are very slow due to the encryption, and I don’t work with PHI

G: (S) ADD: / IMPROVE: / UNDUE IMPACT: I need to click through three different login screens when access-ing Stanford Medicine Box - why?

G: (S) ADD: / IMPROVE: / UNDUE IMPACT: NIL

G: (S) ADD: / IMPROVE: / UNDUE IMPACT: none

G: (S) ADD: / IMPROVE: / UNDUE IMPACT: None

G: (S) ADD: / IMPROVE: / UNDUE IMPACT: Occasional problems updating software

G: (S) ADD: / IMPROVE: / UNDUE IMPACT: Unfamiliar with the information security protections, but I don;t recall ever having issues with my work

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: Encryption of lab control computers is problematic; detrimental to experiment design.

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: I drags down my ios.

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: I received an email that my devices need updates and patching, so I was worried about finding a time to take care of this before I submitted a ticket and only then I learned that it is actually not required for my devices.

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: It was annoying that I had to install a lot of weird software on my phone and computer to access the internet Also I can’t get the email to work on the outlook app

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: It was very laborious to set up my laptop to comply with the University’s Wi-Fi access policies

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: My personal laptop is not able to handle the software (IBM Bigfix, etc) that the university requires. A lighter package would be appreciated and would be useful

G: (SS) ADD: / IMPROVE: / UNDUE IMPACT: Working with private data

G: (SS) ADD: Don’t know / IMPROVE: / UNDUE IMPACT: Don’t know

G: (SS) ADD: Installing all of the security things on my computer was frustrating - I had problems staying connected to the internet during the process (using visitor vs trying to log on to Stanford), and there wasn’t guidance on the specific sequence of steps needed. Mobile devices worked fine. / IMPROVE: / UNDUE IMPACT:

G: (SS) ADD: Not enough explanation / IMPROVE: / UNDUE IMPACT:

G: (SS) ADD: Very little information is provided to graduate students about how best to store, backup, and protect their data. / IMPROVE: / UNDUE IMPACT: None

G: (SD) ADD: The security requirements to access mail and calendar on personal phone are excessive. I am not super keen of having to give IT that kind of superuser privileges on my device / IMPROVE: / UNDUE IMPACT:



G: (SD) ADD: This is a great example of my frustration: IT has made certain all Stanford students are made aware of security protocols and good practice in that regard, but I’ve spent two years with essentially no IT support in any other regard. There’s no IT department. I can never get a clear answer with respect to where I’m supposed to take my computer when I do have a problem. The IT in my department has typically just directed me to whomever is my housing area’s IT person. I don’t even know how to find out who that person is. I found out once, but then he moved out. Honestly, I just try to solve all problems myself because Stanford’s idea of helping students with IT is worse than any community college or state school I’ve attended. You seem to have replaced a basic essential (like an IT desk) with this complex web of having other people do it, sort of, on a part time basis. My one vote goes for: it hasn’t worked, and I’ve been nothing but let down by Stanford IT. Structurally, your design in terrible. / IMPROVE: / UNDUE IMPACT: None. They’re fine. Would be nice if you put as much effort into generating ready access to IT support. I realize anyone reading this may be scoffing and thinking, “We do!” But I am trying to share with you, from a student perspective, that you are not there for your students. Part-time IT support personnel creates resources that are only part-time available and only part-time care.

G: (D) ADD: Security to prevent or minimise the damage that can be done through doxxing, brigading and swatting. / IMPROVE: / UNDUE IMPACT: None

G: (NR) ADD: / IMPROVE: / UNDUE IMPACT: don’t know

G: (NR) ADD: / IMPROVE: / UNDUE IMPACT: I’m not really sure what the information security protections are. This survey would benefit from explaining what the questions are about--then I probably wouldn’t put nearly so many NAs.

G: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Many of the computers which run our laboratory equipment (and don’t have any PII or other information that needs securing) have needed to get individual exemptions from the encryption requirements because they run very specific equipment with proprietary software, and the computers don’t support encryption requirements. In addition, one of the other students in my lab was required to encrypt their personal laptop (even though they actually couldn’t) and so got kicked off of the Stanford network - this occurred because they were a course assistant, so somehow their status changed from “student” to “employee” even though they were still a student. I think these requirements are too strict for computers which we’ve already stated don’t contain any high-security information, especially ones which would be a financial hardship to upgrade.

G: (NR) ADD: / IMPROVE: / UNDUE IMPACT: none

G: (NR) ADD: / IMPROVE: Find less intrusive practices for securing devices. / UNDUE IMPACT: BigFix forced reboots seem to come up constantly and interfere with ongoing work. We can’t get exceptions for research-critical hardware which requires specific OS and software versions. On-access scanning can be a huge resource drain. Basically I view any amount of time spent interacting with security protection software as an undue impact on my work and quality of life.

G: (NR) ADD: / IMPROVE: I remember receiving an annual email. I think they could be more active keeping students informed. / UNDUE IMPACT:

G: (NR) ADD: / IMPROVE: I’m not sure what services they provide, though I probably should. / UNDUE IMPACT: None

U: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Don’t really have any complains.

U: (VS) ADD: / IMPROVE: / UNDUE IMPACT: not much

U: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Not sure

U: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Nothing, does not affect me.

U: (S) ADD: / IMPROVE: / UNDUE IMPACT: Honestly, I don’t feel that the university’s information security really applies to most of my work besides access to the wifi



U: (S) ADD: / IMPROVE: / UNDUE IMPACT: I think that the only times would be when handling sensitive personal information and using the WiFi offered. Otherwise I always feel secure.

U: (S) ADD: / IMPROVE: / UNDUE IMPACT: My productivity flow when two-step is problematic.

U: (S) ADD: / IMPROVE: / UNDUE IMPACT: None




U: (S) ADD: / IMPROVE: / UNDUE IMPACT: Sometimes dual authentication can be a bit much, especially if it’s for something on a laptop I use all the time like canvas.

U: (S) ADD: / IMPROVE: Reach out more / UNDUE IMPACT: None

U: (SS) ADD: As a student, I feel that I don’t have too much information about the requirements/ etc at Stanford. / IMPROVE: More general access information for students, maybe / UNDUE IMPACT: None

U: (SS) ADD: Guidance was unclear and verification on my computer took me almost a month to negotiate. / IMPROVE: / UNDUE IMPACT: None

U: (SS) ADD: I literally know nothing about information security guidance / IMPROVE: / UNDUE IMPACT: None? What even are the university’s information security protections?

U: (SS) ADD: To be honest, I’m just not very well-informed on information security at Stanford! Would love to see more publicity about existing services. / IMPROVE: Again, I just don’t know very much about the services provided! / UNDUE IMPACT: Not sure (N/A)

U: (SD) ADD: I don’t know what information security guidance is / IMPROVE: / UNDUE IMPACT: I can’t think of anything

U: (D) ADD: I dont even know what this is / IMPROVE: / UNDUE IMPACT:

U: (VD) ADD: I don’t know what this is, but I know that y’all make us download a ridiculous amount of software just to access the internet. / IMPROVE: / UNDUE IMPACT:

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Annoying to register phone, but doesn’t interfere with work

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: I don’t think any of them are impacted. I just believe it is annoying to install all that Stanford software to get into the network (although I understand the need for that).

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: I haven’t experienced issues with security protections.

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: I won’t have access to my undergraduate emails once I’m no longer enrolled as a student.

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Login cookies are clearly misconfigured. Please fix SSO, cryp-tography has standards for a reason.

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: None

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: None.

U: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Nothing comes to mind

U: (NR) ADD: / IMPROVE: Perhaps use something other than Duo / UNDUE IMPACT: I don’t feel encumbered

U: (NR) ADD: / IMPROVE: Responding to messages / UNDUE IMPACT:



A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: I end up having to use two-factor auth at least once a day between switching between browsers, classroom computers (which ALWAYS require it) and a couple of my own devices. It’s a hassle.

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: I spend a good deal of my time helping people get back into compliance. iPhone compliance (MDM) takes up a disproportionate amount of time.

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Medical records Secure emails

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: None




A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: none

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Nothing, people are always proactive and helpful

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Phishing awareness program: is basically training us not to click on any links, ever. That’s why I resisted taking this survey: frankly, it looked like it might be phishing: a) sent from outside Stanford b) with a link to click c) offering me a $10 incentive all = phishy

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: The Lenel System, Financial works and student services

A: (VS) ADD: / IMPROVE: / UNDUE IMPACT: Two-step authentication

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: contracts and budgets.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: Currently I don’t access any data that requires secure protection.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: First of all, all impacts and breaches in my case were caused by Stanford. Stolen laptops, stolen W-2’s etc. In general employers were told that the information” is out there now” and so we personally now have to be diligent about using the web. I’m pissed. You offer a year of credit monitoring but that’s not enough in my opinion. I think the two step authentication process is a good first step in logging in to the system.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: I work in facilities, and when we provide systems that are jointly used by Medical Center staff, that can be a challenge.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: It is very confusing to try to get new employees in my office access to the databases and tools they need to do their jobs. The authority structure for different types of data is opaque and it isn’t clear how to get access to information that they need.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: it’s not always convenient, but it is fine.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: none

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: None

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: None

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: none

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: None that I can think of

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: None.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: Slowing down the computer programs



A: (S) ADD: / IMPROVE: / UNDUE IMPACT: Some workstations do not allow Google searches

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: subcontractor access to stanford networks

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: Takes a while to login to through the two step process and VPN but I’d rather do that than compromise data.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: That my phone times out so quickly. Sometimes it would be helpful to not have it time out when I am using other apps.

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: Too many log ins

A: (S) ADD: / IMPROVE: / UNDUE IMPACT: Upgrades to the system that shutdown my office computer making it impossible for me to log in from home. Particularly when I don’t know it will happen. I use the remote connection to work from home.

A: (S) ADD: / IMPROVE: better control SPAM / UNDUE IMPACT: offsite access

A: (S) ADD: / IMPROVE: I didn’t know we had an Information Security Office. / UNDUE IMPACT:

A: (S) ADD: / IMPROVE: maybe send out emails when a certain scam is taking place warning us to be on the look out for this kind of email / UNDUE IMPACT: I don’t know if this is directly a result of the university info security protections, but our office has been piloting telecommuting. I just found out a couple of weeks ago that there is a function (processing credits on credit cards when donor wants to cancel a gift) I can no longer perform this function when working from home due to new restrictions. For a department who is trying to find ways to retain workers, these kinds of decisions are making it more difficult to give people the option of telecommuting.

A: (S) ADD: / IMPROVE: provide more training or reminder / UNDUE IMPACT:

A: (SS) ADD: / IMPROVE: / UNDUE IMPACT: Forcing departmental mail to move to university services.

A: (SS) ADD: / IMPROVE: / UNDUE IMPACT: No

A: (SS) ADD: Better options for staff who don’t have cellphones or an exclusive phone number. The hardware dongles we’ve been given fail often and being off-site, it’s a hassle to get a new one. / IMPROVE: / UNDUE IMPACT:

A: (SS) ADD: I don’t know what I don’t know, so I can’t really answer this question. I just have the sense that there’s a lot I don’t know, and I don’t recall receiving much information from Stanford on information security. / IMPROVE: / UNDUE IMPACT: Because I don’t handle sensitive employee data, it hasn’t been an encumberance. I do have to log in to a Stanford VPN every time I want to print something at my office (which is off campus but in a Stanford/Hoover-wired office), and that’s a hassle, but I can live with it.

A: (SS) ADD: I would like to have some exemptions for security requirements on computers that are used to control instruments. Many instrument software is not working well with Big Fix that crushes the software. I know we can request for exemption but it takes long time to approve. I hope that process can be faster or some changes on this requirements. / IMPROVE: / UNDUE IMPACT: I am wondering that why university does not have Windows server services or help for web site. I have our service center website developed on Windows server but there is basi-cally now help with this.

A: (SS) ADD: I would like to understand better the overall approach to security at Stanford and how it effects me. I am kind of clueless about it. I also have been having trouble with MDM of my android phone and going in circles with that. / IMPROVE: / UNDUE IMPACT:

A: (SS) ADD: More preventative / IMPROVE: I don’t know a lot about the services, so means they are not well promoted / UNDUE IMPACT: Email not being secure! And axess time card log in being hosted on Stanford site with Direct deposit and other info



A: (SS) ADD: My identity was stolen due to the Stanford vendor who provides electronic W-2’s security breach. Was then given Experian coverage and we know what happened with them. Have not felt that Stanford cared enough about my identity being stolen (had to file police report and affadavits). A tax return using my identity was submitted by someone else). Still bitter about this. / IMPROVE: See response above. / UNDUE IMPACT:

A: (SS) ADD: Not enough information about personal device security. In particular around privacy of personal infor-mation on Stanford encrypted personal devices. / IMPROVE: / UNDUE IMPACT: None

A: (SS) ADD: Regular security updates / IMPROVE: none / UNDUE IMPACT: none

A: (SS) ADD: So much of the tech/information security communications that we get don’t apply to me, that I tend to ignore them. I wish there was a more targeted way to learn about issues/threats that directly affect me and the systems I use. I would like to see more department-specific IT help available; an on-site person dedicated to just our department. I know , but I don’t know where they sit/work, what there hours are, or how to get in touch with them if I have a simple problem or question. / IMPROVE: / UNDUE IMPACT: I think the university’s information security protections are vital, and don’t negatively impact my work per se. What impacts my work are slow systems, inconsistent internet access, outdated applications and frozen screens that significantly slow down my work. I don’t know if it’s at all related to security protections, but just working with Microsoft Office suite/Outlook is a complete pain in the neck. My computer/screen freezes or slows down drastically several times a day, and it’s getting ridiculous.

A: (SD) ADD: too much to learn and too complex a process / IMPROVE: / UNDUE IMPACT: password changes too often, and seems to be unnecessary many times

A: (SD) ADD: Very confusing, with multiple steps / IMPROVE: / UNDUE IMPACT: Way too many steps. Having to sign in to use the Lane Library every two weeks is frustrating

A: (SD) ADD: What is it securing exactly? How secure is it? If I use my computer from home is it secure? Are phones secure? / IMPROVE: / UNDUE IMPACT: None

A: (D) ADD: more flexibility in security options when setting up lab (not personal) computers / IMPROVE: / UNDUE IMPACT: I maintain 10 lab computers that absolutely depend on options incompatible with the current security protection (unsupported macOS versions, precise real-time behavior incompatible with full-disk encryption etc.). This requires me to file exceptions annually, and the process is cumbersome and time consuming.

A: (VD) ADD: The ISO is almost singularly focused on products and procedures to prevent system compromise. Although this does serve the important purpose of limiting legal liabilities, it does little if anything to educate us about awareness, resilience, and recovery when the inevitable breaches occur. Computer hackers are not simple forces of nature; rather they are intelligent, motivated, and evasive actors which makes security an ongoing arms race. We cannot simply keep erecting barriers in an attempt to create an impregnable fortress Stanford. / IMPROVE: Adopt a more nuanced view of risk and reward. Every large organization has an innate tendency to want uniform policies across its constituent groups. Unfortunately, in the case of security, this will bias actions toward the groups with the most risk. However, policies which are necessary to safeguard patient information in the hospital are inefficient and overly burdensome when applied to undergraduate instruction. The current risk classifications seem too coarse and make little if any distinction among the widely varying organizations that make up Stanford. / UNDUE IMPACT: Research activities. For the overwhelming majority of people, computing is a commodity utility like water or lights. Providing uniform, locked-down, secure machines is both necessary and appropriate. However, my job is supporting the researchers who are working on new computing machines, software, and services. This work requires computers and networks which can be run in novel and arguably unsafe ways. This may force our networks to become separate from the main campus networks subject to ISO mandates.



A: (VD) ADD: The problem is the underlying policies, which place unnecessary burdens on me and my colleagues without any obvious security benefits. / IMPROVE: To begin with, stop treating every single device connected to Stanford’s networks as if they might have HIPAA or PII or otherwise sensitive data on them. It places a burden on the users to no obvious benefit. Stanford’s information security policies seem to be primarily CYA policies, which makes it very difficult for us to have any respect for or trust in IT’s personnel or policies. / UNDUE IMPACT: The primary annoyance for me is the continual issues I have connecting my personal cell phone to the university network. Fortunately I use Linux systems for most of my work, which are generally exempt from the most onerous and silly security requirements. Those of my colleagues who use Windows or Mac machines have more problems than I do.

A: (VD) ADD: We have procedures for the stated purpose of information security resulting in decreased security. / IMPROVE: This office does not work with operations to determine the best procedures or practices. They dictate policies that often result in poor security practices. / UNDUE IMPACT: Access and export of data that does not require high level of protections. In the name of security we automatically disable useful applications that have no impact on security because this group cannot be bothered to learn what they are and how they work.

A: (NR) ADD: / IMPROVE: / UNDUE IMPACT: none

A: (NR) ADD: / IMPROVE: / UNDUE IMPACT: Our share drive is terrible. When working out of the office, it is very hard to keep a constant connection when searching for files - sometimes files are available and sometimes they are locked. Very unhappy as well that we are unable to lock files/folders within our department. Basically, anyone with MCD access can go onto the SharDrive and view/edit/move/delete anyone’s files. This seems to me the most unsecured tech environment that I have ever worked in. I know there is a planned move/update coming up this month and I am hoping to see a big improvement with access and security.



Q22. What change would improve your satisfaction with Stanford email?

Responses to this question have been sorted by cohort, then by satisfaction rating for Q21a. Stanford email overall, and then alphabetically.

F: (VS) Better search capabilities and a faster way to file emails for storage.

F: (VS) It is fine

F: (VS) It is frustrating when I am on a plane and can’t get access because I need two step verification (and I don’t have access to my cell phone)

F: (VS) It would be great if I could create a group email on Stanford email to email my class or send to my division members.

F: (VS) Nothing in particular

F: (S) Allow use of G-Suit for email. They have a BAA with us, and can handle secure: email as well.

F: (S) better auto-forwarding to a backup account better searching for contacts and keywords (this often fails for unknown reasons)

F: (S) better web interface

F: (S) easier and faster webmail access

F: (S) easier way to categorize emails

F: (S) Faster service and better interface with Apple Mail.

F: (S) outlook interface is okay, not easy to manage conversations

F: (S) Outlook is fine; webmail is cumbersome in comparison.

F: (S) outlook takes too much battery

F: (SS) Ability to move mail when remote (eg on an airplane). I can VPN to the system, move the email and then find Inhave to repeat the actions again

F: (SS) better integration with outlook. Currently, my calendar is putting appointments on twice, for each appoint-ment.

F: (SS) Better search capabilities and folder management.

F: (SS) does not interact well with outlook

F: (SS) Doesn’t seem to offer much beyond basic email. Additional skills are cryptic. Search function is limited

F: (SS) Don’t use Outlook.

F: (SS) easier to search, file, backup

F: (SS) Go back to Zimbra. Office 365 is dreadful. It’s slow, unreliable, and flaky.

F: (SS) Higher speeds, faster loading

F: (SS) I am set up to use Outlook. Having multiple systems is confusing to me. Sometimes I can not get onto Outlook from my home computer. As I have not been introduced to webmail, it is a chore, and foreign to me. If I should switch everything to webmail, please tell me so. Otherwise I will continue as I have been instructed and set up.



F: (SS) I have trouble with forwarding to my gmail account. I’d like that step to be easier to set up.

F: (SS) I was told by IT to use webmail version; therefore that is what I use. I don’t like this version of calendar reminders; I can’t toggle back between calendar and email easily (eg when someone gives me a list of dates and I go to calendar to check a few, then I have to refind the email etc). I don’t like the thread display and have mostly turned it off

F: (SS) I would make sure that the Exchange server works with Apple products. I would increase the quotas, since I sometimes need to overflow into gmail.

F: (SS) In general, the search functions are inadequate.

F: (SS) Less down time. Sometimes too slow

F: (SS) sometimes there is mail that appears in outlook on desktop but not pushed to the mobile mail. I’ve missed messages this way.

F: (SS) The mail server sometimes responses slowly

F: (SS) the onedrive keeps popping up on my computer and I don’t use it, would prefer if it would go away

F: (SS) The search function is not very good. I’d prefer gmail.

F: (SS) Would prefer more robust desktop and mobile app than gmail.

F: (SD) faster

F: (SD) get rid of outlook

F: (SD) I find Outlook unsatisfactory in comparison to Google Gmail. It is much harder to search through mail received and sent, to organize folders, and to use overall.

F: (SD) I spend way too much time on email - any improvements there would be a huge change to my work expe-riecne/productivity, etc. Issues: hard to find emails (they nest inside each other), hard to find old emails on my phone (not searchable), not user friendly screen interface.

F: (SD) Make it fully compatible with Mac Mail

F: (SD) Migrate away from Gmail based mail servers. I travel and work extensively in China to both conduct research and to teach various programs for the GSB. All Google-based applications, ranging from email to Google Docs, are inaccessible in China without the use of a VPN server (which, technically, is illegal to use in China). As a result, I face significant email related problems every time I travel to China.

F: (SD) the search function does not work well

F: (SD) The search on IoS devices DOES NOT WORK, and it HAS NOT WORKED since we switched from previous email server. Why does no one fix it? Search in apple mail on desktop kind of works, but on iPhone and iPad simply DOES NOT WORK. This is not really acceptable.

F: (SD) The webmail option is terrible, courtesy of Microsoft. For the desktop I use Outlook, which is also terrible, also courtesy of Microsoft. Having something that is not terrible would be great, even Zimbra sucked less than Outlook, but I guess there is no going back -- how about signing up with Google and go with Gmail instead of Microsoft?

F: (SD) There are way too many problems with attachments, embedding, and threading.

F: (D) Better coordination of email and calendar functions

F: (D) Change the format of what I get on my laptop. Takes way too much space. Attachments disappear if I answer the message. Than God for my iPhone!

F: (D) make it faser and more flexible to user needs, check tighter for spam which is inundating daily



F: (D) The choice to go to Outlook was a huge disaster for Macintosh users. There have been numerous problems with delayed downloads of messages, problems with software compatibility and sudden losses of service which, when I call the helpdesk you find out that “oh yes it looks like there is this issue that hasn’t been publicized and may be Microsoft will fix it sooner or later”. This summer I was so frustrated with being unable to access my email on my laptop that I went personally to the walk-in support center which did not fix the problem twice. I am supposed to be seeing patients in teaching students, not hanging around the walk-in computer support place. I needed to get my life going and going back to the walk-in support center seem to be wasting a huge amount of time when I’m supposed be much more productive as a faculty member. I therefore contacted an outside computer support person who I paid my own personal funds to fix all the software problems while I watched. she did a great job and my computer has worked much better since then. I had no trust/confidence in the ability of whoever happens to be manning the walk in place that they could have done anywhere near the same job. Our department used to have our own personal IT people who we learned to know, and trust and know who knew your set up in your usage habits. That is now gone and it is a huge loss. You think you are saving money but what you are really doing is wasting time of highly paid faculty to do their own computer support. I recommend to return to the days when departments have their own IT people who developed a personal relationship with the faculty so that they could actually support us to get the job done.

F: (D) The entire surface is user-unfriendly; the organization of emails is confusing; searches often malfunction; the system frequently crashes ...

F: (VD) change to gmail I really do not know why you chose microsoft.

F: (VD) Faculty should be able to use gmail easily, webmail and stanford mail are awful.

F: (NR) Be able to sort more efficiently and faster in webmail - like one can do in Outlook. Outlook is great! Be able to drag and drop enclosures onto laptop from webmail instead of having to download them and then file them into the folder.

F: (NR) better more consistent searches

G: (S) ability to forward to my gmail account

G: (S) Better integration with third party applications and tools.

G: (S) I don’t like the OneDrive and wish that all of my Microsoft applications would stop trying to link up to it. Maybe I can disable this manually.

G: (S) increase the size of attachment allowed

G: (S) It should much more ease to use

G: (S) nothing comes to mind, I’m fine with it.

G: (S) The user interface is not always intuitive, and the “Focused” inbox is annoying (yes, I know this can be changed in settings, but it should never have become a default in the first place!)

G: (SS) Change to Gmail?

G: (SS) Migrate to Gsuite/gmail

G: (SS) Organization can be difficult on webmail, and I would prefer a gmail/google calendar integration, similar to how we have access to google drive. In fact, some departments used to have access to google apps, but I also under-stand that sometimes you have to choose whoever is cheaper.

G: (SS) Outlook is simply not a good email client. It is user repellent, most of its features are inconvenient (I have missed numerous emails because they were randomly marked either Clutter or relegated to the non-focused inbox), it continues to deliver spam and phishing emails I have consistently reported as fraudulent, and it is hard to synch on the mobile app if you have more than 5 folders. It also makes trying to use shared googledocs with the stanford email address close to impossible.



G: (SS) Resolving certain SMTP errors, auto-classifying mails from lists

G: (SS) Sign-in and Sign-out process could be smoother. My web browser (Safari) logs me out automatically over-night, which can be annoying. And accessing my stanford email through Safari on iPhone is sometimes difficult because it always requires SMS identification. I understand that the latter is perhaps necessary, but it still makes using stanford email a chore.

G: (SS) Switching to Google drive and Gmail (as in my undergrad institution) appears to load emails much faster and is also more versatile.

G: (SS) The microsoft web interface is slow and kind of inconvenient, I prefer gmail interface but importing emails from stanford server to gmail prevents me from using the stanford mail in real time. I know that a lot of people still import stanford mail to gmail anyway - if it’s possible to switch from MS office webmail to gmail, it would make so many people happier

G: (SS) There could be added functionality like the functions gmail has. Microsoft has a very limited number of tools in their webmail.

G: (SD) Gmail

G: (SD) It’s too slow and the interface is not great. It should be like gmail. Email is inconveniet to use.

G: (SD) On mobile, mail would not send when screen locked (Only account this happens). On desktop, 2/3 times outlook would be locked out from the account and having issue in resubmitting password.

G: (SD) Outlook webmail is very slow and takes forever to load. This is a big problem when using cell data networks.

G: (D) Gmail or Zimbra Outlook is trash

G: (D) I wish we had Gmails -- it is frustrating to collaborate using Google docs when we don’t have a fully Google platform for email/calendar, etc.

G: (D) Making it gmail compatible would be good

G: (D) My program suffers from a pretty intense abuse of list.serv for mass emails. Week 8, and I’m trying to stay on top of vital tasks, and I have to pick through thirty unimportant messages about this or that thing I might attend, or whose nephew is running for congress in Tennessee. Would be really cool if, once I move someone’s email to “other” so I don’t need to look at it, the email platform remembered that selection so that all correspondence from that person goes to “Other” as well. I’d also love to see some staff and grad student training about what constitutes acceptable use of mass mailing lists.

G: (D) Not using Outlook. It is really slow and and unreliable.

G: (D) switch to gmail

G: (VD) I don’t like the interface so I forward all of my @stanford.edu email to my gmail. Gmail has so many more features and is far more usable. I also forward my email sent to my email address from my undergraduate institution to my gmail and from my place of work before beginning grad school. This way, all of my emails are in one place.

G: (VD) Integration with other formats, sending attachments, and ease of doing two or three functions at the same time.

G: (VD) Nothing it’s already awesome.

G: (VD) Switch to Gmail.

G: (VD) Use Gmail

G: (VD) Use Google mail. Microsoft sucks.



U: (S) Changing it to Gmail. Not sure if Outlook has the same extensions as Chrome, but I miss a lot of the extensions I used to have on my Gmail. Also, just prefer Gmail’s interface to Outlook’s

U: (S) Difficulty using it on mail app on both phone or computer. I use the mail app on my phone and web login on computer because emails won’t load through mail app on both phone and computer.

U: (S) easier integration with other email clients

U: (S) I heard that there was a switch to Outlook, so it would be good if everyone was on the same email form and had calendars synced as well for setting up meeting times.

U: (S) Switching it to gmail.

U: (SS) Better organization

U: (SS) Don’t force me to install my email on my phone, it didn’t work. I now have two Stanford emails on my phone because the one the university forced me to install doesn’t work.

U: (SS) I wish we used Gmail like all of the classes before us, outlook is just a little obnoxious, but it’s not so bad I guess

U: (SS) It would be better if I didn’t have to change between Google and Outlook for like email and google drive

U: (SS) Making it easier to access the email

U: (SS) send it back to gmail!

U: (SS) use gmail

U: (SS) Wouldn’t have it sign me out as I open it

U: (SD) Better search functions, better options. Gmail??

U: (SD) I hate using Outlook, and wish I could have had a Gmail account instead.

U: (SD) refreshing messages being able to view all flagged messages easier

U: (SD) The site is often very slow to load on laptop browsers.

U: (VD) Please convert this back to gmail like all the other students who are sophomores, juniors, and seniors. Outlook is a terrible email service and I do anything in my power to avoid it. Gmail, on the other hand, is one of the best and most used services in the world. It’s silly to get google drive notifications on outlook. Just change the email to gmail and then it can be integrated with google docs.

U: (NR) Please move Stanford email from Outlook to Gmail!

A: (VS) It is a little difficult to navigate between email and calendar through web mail.

A: (VS) Sometimes Outlook will go offline with no explanation, but this is very rare.

A: (VS) webmail search

A: (S) ability to find things better- the search function can be tricky

A: (S) apple mail is not all that reliable, and frequently freezes and or crashes. I wish that stanford mail integrated better with apple mail. Webmail is cumbersome. The visual organization of the information is awkward, and not nearly has clear as the apple mail client interface.

A: (S) Easier user interface

A: (S) finding people in Outlook is a lot more difficult than Webmail



A: (S) It is difficult to format emails in a way that will be clear and legible when received by an Outlook user. Most GMail emails are scrambled when received. Also, it is difficult to perform a specific search to find an email using GMail.

A: (S) It’s pretty reliable and the inbox capacity is large. The spam filters seem to work fine. I have no issues.

A: (S) Make it faster

A: (S) Many emails get linked together if they have similar subject matters (ie: Home Exercise Program)

A: (S) not sure

A: (S) Responses on webmail and iPhone often do not sync to desktop. Very problematic.

A: (S) Speed

A: (S) The mobile phone and desktop don’t always talk to each other. Sometimes when you make changes on one, it’s not reflected on the other.

A: (S) there are some options that are not very intuitive, like using Filters. Wish instructions were more clear and it would not require many edits to filters in order to get filter right =(

A: (S) To make it less complicated specially on organizing file and Library is more confusing.

A: (SS) Better search functionality (longer length of searchable time). Also the bug for group calendar invites being hijacked by people trying to respond on their mobile phones is truly annoying. I know whenever we get a calendar invite for an all-staff meeting or large event that it will be cancelled a few times by random users.

A: (SS) going back to gmail

A: (SS) I wish there were more setting options. I hate that everything that is in your mailboxes is in threads instead of separate emails. It makes it so difficult to search for the email you’re looking for. Also I wish you could fix the calendar bugs between the Outlook calendar and my iPhone. It’s annoying to have to use the Outlook app instead of my iPhone calendar.

A: (SS) Improve reliability and have web interface that looks less like it was designed for children.

A: (SS) Load faster Feature changes sometimes unhelpful

A: (SS) more user friendly. easier to search through mail. better organization tools

A: (SS) Outlook calendar is terrible. Sometimes does not show up on devices, sometimes drops off, get many “revert to server” errors. And I have one meeting that is on my calendar for 50 times on the same day

A: (SS) Security, ease of use, functions (like delayed send), etc.

A: (SS) User interface is not easy or clear.

A: (SS) Would Stanford develop its own desktop email client? Apple Mail is a mess but I don’t know what to use instead, and don’t want to migrate my email elsewhere.

A: (SD) Ability to get rid of predefined message folders. I would like to define the folders structure myself.

A: (SD) allow sending email with alias; better speed from remote; lack of integration with other campus systems

A: (SD) Easier search, folders automatically alphabetizing when created

A: (SD) I do not like that I cannot create the type of folders that I can on my desktop version of outlook - which is why I use it. And I don’t like calendaring in Webmail.

A: (SD) I really like gmail for business which syncs with calendar, etc. I feel that outlook is a bit outdated. Also gmail



organizes my inbox since it puts messages with the same title in a chain (which makes the inbox smaller)

A: (SD) If it was more reliable. Mysterious and unpredictable downtimes for some client users. Nowhere near as robust as Zimbra.

A: (SD) seems slow at times. i’d prefer a better calendaring system.

A: (SD) Sometimes emails load late into my inbox (both on desktop Outlook, mobile, and webmail). Sometimes when sending email, it seems to get “stuck” and never actually leaves the outbox or ends up back in drafts. Sometimes I send an email, and the person doesn’t get it until a day or two later. In this situation, sometimes it has the original date/time sent, sometimes the date/time actually delivered. None of the above happen consistently enough to success-fully troubleshoot, always random.

A: (SD) The layout and adding other features comparable to Outlook.

A: (D) better search

A: (D) I have experience with the Gmail client through a web browser through my personal email and from my school’s email (UC Berkeley). I would prefer to use the Gmail client for Stanford mail. The search functionality works much better and emails are organized in a way that would allow me to be much more productive.

A: (NR) better syncing with ical and mac mail

A: (NR) Outlook Application is very buggy.

A: (NR) The Webmail user interface is unpleasant - maybe because I am used to MacMail, I just really don’t like it.



Q27. What other calendaring or event invitation tools, if any, do you use to supplement the capabilities of Stanford Calendar and why?

Responses to this question have been sorted by cohort, then by satisfaction rating for Q29a. Stanford Calendar overall, and then alphabetically.

F: (VS) Gmail

F: (VS) google canlendar

F: (VS) Use diary only

F: (S) Evite, additional funcdtionality

F: (S) I use Google calendar because I use Google for personal events and I like being able to look at one calendar to see everything when I am away from my office.

F: (S) iCal GoogleCalendar That’s what’s being sent to me

F: (S) Office 365/Outlook

F: (SS) Doodle

F: (SS) Doodle, as a way of coordinating meeting times

F: (SS) It would help if there was a way to allow for more than one reminder per event (for example, if you could set it so it reminded you the day before, then again an hour ahead.

F: (SS) My calendar is through Outlook. I believe this is integrated into the Stanford calendar, and this is the basis for my answers.

F: (SS) None, but I have received invites non-work related through Evite and paperless post from other people

F: (SD) Apple Calendar and Google Calendar

F: (SD) Doodle. Well, calendars don’t allow polling.

F: (SD) I don’t know the tools and I ask admin staff for help in reserving rooms and usually setting up outlook mtgs with others

F: (SD) I use Zoom, which schedules meetings and puts entries in the calendar

F: (SD) I want to be able to erase the automatic stuff sent to me when I don’t want it but it seems stuck to my screen...

F: (SD) zoom meetings

F: (D) Google calendar

F: (D) Stanford Calendaring app is not easy to use nor helpful. We all use doodle

F: (D) we need to have it all work with one system iPhone talks with outlook calendar. Multiple calendar programs make it so hard to coordinate

F: (VD) Easier access to room reservations. Very tedious at present.

F: (NR) Apple calendar

F: (NR) Apple Calendar

F: (NR) Apple Mac calendar, Google calendar

F: (NR) Calendar on MacOs



F: (NR) Google

F: (NR) google

F: (NR) google calendar

F: (NR) Google Calendar

F: (NR) Google calendar

F: (NR) Google calendar

F: (NR) Google Calendar

F: (NR) Google calendar - more familiar with it and share it with family

F: (NR) Google calendar -- it works

F: (NR) google calendar because I’d been using it for years beforehand, and why change.

F: (NR) google calendar integration

F: (NR) Google calendar is much better than what Stanford offers.

F: (NR) Google Calendar, because I’ve always used it and it integrates nicely with youcanbook.me

F: (NR) Google calendar, scheduleonce Ease use, integration with other calendars, most people are familiar with it (Google calendar)

F: (NR) Gsuite under the cs.stanford.edu domain. Better than Microsoft.

F: (NR) I didn’t know about it -- just checked it out and it looks helpful.

F: (NR) I keep my calendar in Apple’s desktop Calendar app which automatically updates on my iPhone and iPad.

F: (NR) I mostly use google calendar because it is easy to use. I also use outlook because most invitations I accept show up on outlook

F: (NR) I use a Google calendar because I trust it. Stanford has changed so many times, it’s not worth learning a new system.

F: (NR) I use BusyCal. I refuse to use institutional calendars because of the lack of privacy.

F: (NR) I use google calendar.

F: (NR) I use ical and google cal. I have problems integrating these with Apple OS, some meeting *.ics invites go to the wrong calendar and when I try to delete them, the program threatens to de-invite everyone on the list (even if I didn’t call the meeting). So this is BROKEN and not acceptable.

F: (NR) I use my Google calendar: simply more convenient.

F: (NR) ICal

F: (NR) iCal on Apple products

F: (NR) iCal, since it’s the easiest to use. It would be great to get it fully integrated with Outlook calendar

F: (NR) It appears to be called “Calendar”

F: (NR) it is not in use by GSB

F: (NR) Mac Calendar



F: (NR) None. I don’t use online calendars.

F: (NR) Only use Outlook 365

F: (NR) The law school has its own website feature for facilities reservations and I use it because I know how to.

F: (NR) we use google calendar its easy

A: (VS) Activity reminders; work deadlines; vacations; appointments

A: (VS) Doodle

A: (VS) google calendar

A: (VS) ical

A: (VS) Since the previous item mentioned reserving rooms, I use MARRS to schedule rooms (and then add ics file to Google Calendar)

A: (VS) Zoom

A: (VS) Zoom

A: (S) doodle - good way to check preferred availability of multiple people

A: (S) Doodle polls

A: (S) Doodle, because not everyone has their calendar on Outlook. Also because doodle lets people indicate whether a time actually works for them, which is not always the same information as their calendar (i.e. they might be willing to move or skip something else, or they may have unavailability that isn

A: (S) Doodle, when asked to do so

A: (S) Google calendar to schedule events in a shared space

A: (S) I use doodle poll for convenience and familiarity among others

A: (S) No

A: (S) Outlook, because I used it before I stated here and it’s the tool with which I am most familiar.

A: (S) Send event messages via calendar aps

A: (S) Smartsheet

A: (SS) 25 Live

A: (SS) doodle and email because not everyone uses Outlook calendars and know how to make them work with others like Google; scheduling outside people requires doodle

A: (SS) Doodle for ease of use

A: (SS) google calendar for events

A: (SS) Google calendar. Team members prefer to use as easier to share with others.

A: (SS) I use my gmail calendar on my phone for personal info as I don’t want that shared or showing up with Stanford calendar

A: (SS) paper desktop calendar

A: (SS) Paper to do list, because in webmail I do not like set up of this feauture



A: (SD) Doodle

A: (SD) Doodle, Zoom, Go to Meeting

A: (SD) I don’t use any other calendar tools, since I am part of the clinical team and this is usually handled by the Administrative Associate in my team.

A: (SD) ical or google on my phone seems easier to share info

A: (NR) Apple Calendar

A: (NR) Be clear--what is “Stanford calendar”--is this the same as outlook or is the a web based calendar?

A: (NR) Evite, Doodle, Signup Genius....people use different things, everyone seems to have a difference preference. I’m not sure I even really know what Stanford Calendar is.

A: (NR) Google and apple calendars because they are synced with my personal calendar

A: (NR) Google calendar

A: (NR) Google calendar

A: (NR) Google Calendar, easier to use.

A: (NR) Google Calendar, eventbrite when others in my department make use of it.

A: (NR) Google Calendar.

A: (NR) google calendar. iCloud calendar

A: (NR) I don’t know much about Stanford calendar

A: (NR) I don’t use any other calendaring tool other than what’s within my Outlook.

A: (NR) I use Google calender to sign up for different machine (ex. FACS time); Imaging facility calender to get the imaging time. That’s the way to sign up for those facilities.

A: (NR) I use Google’s calendar. I don’t need much except telecon and meeting reminders, so I’ve never bothered to explore Stanford’s specific calendar.

A: (NR) I use my gmail (Stanford mail forwarded there) and my Google calendar. It’s just easier.

A: (NR) no

A: (NR) not yet

A: (NR) Outlook - I’m assuming that is not the same as the Stanford Calendar.

A: (NR) Smartsheet as a master events calendar for the whole museum.



Q30. What change would improve your satisfaction with Stanford Calendar?

Responses to this question have been sorted by cohort, then by satisfaction rating for Q29a. Stanford Calendar overall, and then alphabetically.

F: (SS) Access varies from my office computer, to my home computer, to my tablet, to my phone --- having a universal system would surely be nice.

F: (SS) alignment with email

F: (SS) better mobile (iphone) compatibility

F: (SS) Would be good if it could integrate with Stanfordhealthcare.org calendars.

F: (SD) Allow primary calendar to be on G-Suite.

F: (SD) enhance their integration with each other. Like I said before, the application currently submits 2 notifications on my calendar for practically everything I schedule. It’s annoying

F: (SD) I’ve had a terrible time, and still do, to send emails through my iPhone Mail app, and used to be unable to sync events, to the point that I had to use Outlook at some point.

F: (SD) Making it as easy to use as Apple or Google Calendar.

F: (SD) see prior comments in with email question

F: (D) better compatibility with my mac

F: (D) make it seamless with Macintosh calendar

F: (D) Requires a clunky workaround URL based solution to integrate with Google calendar on Android phone

F: (VD) Some calendaring made on iPhone never shows up in Outlook.

A: (SS) booking rooms is very cumbersome since each room has its own “name” and you have to guess repeatedly what it might be

A: (SS) Calendar invites are not consistently registered on different devices. Events show on one calendar and not the other. Accepting invites is not coordinated either. Often one ends up accepting a calendar invite numerous times. Its difficult to manage when all invitees are resent invitations. Often invitees are asked to accept the same meeting numerous times for simple minor changes, that might not have been required if the interface worked better. In par-ticular inviting numerous guests is often a challenge.

A: (SS) Easier to share and easier to view and update on mobile (Samsung).

A: (SS) Remove bugs with Apple iPhone Also some of the invites trigger weird emails because of the person who owns the calendar

A: (SS) Sync better

A: (SS) the scroll feature drives me crazy. Half the webpage is unusable when scrolling down and the scrolling portion only applies to the bottom 1/3 of the page... why?!?!?

A: (SS) When making a appointment/meeting on my phone it doesn’t always add it to my desktop calendar.

A: (SS) working with people outside the university with greater ease

A: (SD) Adding features that will make Stanford Calendar more compatible with calendars from other services.



A: (SD) Apple Mail application on desktop could be linked better directly to Stanford Calendar; I’m not sure how to do this.

A: (SD) Gmail calendaring seems to work more smoothly and integrates with the Gmail I use in my personal life easier (though they would be different Gmail accounts)

A: (SD) Make it talk to ical or google cal- when I accept invites on my phone it inconsistently pairs with my iphone cals....

A: (SD) Sorry - I listed my comments in the email section.

A: (D) it doesn’t sync consistently with my ical - which is terrible. Missed appointments because of this

A: (D) it’s difficult to manage different calendars. at times the speed is slow, doesn’t update in real time. i typically have recurring events and when a change is made to an event it changes all events past and future.

A: (D) syncing problems, etc



Q34. Are there locations on campus where improved wired or wireless network connectivity is needed? Please list the locations and be as specific as possible.

Responses to this question have been sorted by cohort, then by satisfaction rating for Q33c. Wireless (Wi-Fi) network availability, and then alphabetically.

F: (VS) Alway building has intermittent WiFi shortages

F: (VS) At the Green Library Coupa Cafe I sometimes experience a weaker network connection

F: (VS) Connection is very spotty in outdoor areas away from central campus (the Quad). For example, along pathways near Tresidder, or in the outdoor areas near the Row on Mayfield.

F: (VS) need to press “agree” many times. Sometimes, the 10.2.3.1 page doesn’t appear in my iphone after I connect to the Stanford Visitor wifi.

F: (VS) Stanford Dish

F: (S) I am in hospital. It is unfortunate or silly that I need different wi-fi when walking over to tech bar in Lane library or working in Edwards. I am unsure whether I can access new virtual slide scan database with this setup

F: (S) I’m glad that Wi-Fi is unavailable in Bing Concert Hall. Please keep it that way. Sometimes Wi-Fi stops working in the Braun Music Center, both wired and wireless (as it did last night).

F: (S) on foothill expressway (newar back of campus -- not whole freeway) and galvez

F: (S) Outdoors at Coupa Cafe or the Law School courtyard the connectivity is weak

F: (SS) 750 Welch. Can’t get on to secure stanford, and regular stanford intermittent.

F: (SS) Have had problems in Hewlett class rooms

F: (SS) I have poor access in my home which is located on the campus, specifically I can’t get onto the internet from my kitchen, but I can from a den.

F: (SS) Internet is generally a bit slow

F: (SS) Medical school office building (MSOB)

F: (SS) my office in Beckman (first floor, next to LKSC) can be flaky

F: (SS) there are major annoying transition points btw hospitals etc and Apple iPhone is SLOW to recover and transi-tion btw WiFi

F: (SD) biggest problem is between SOM and hospital property and compatibility. Recently Stanford wireless not working in SHC??

F: (SD) Radiology offices ground floor. 801 Welch Rd

F: (SD) There are multiple areas on campus (Welch road locations in particular) where the wireless network does not always work well.

F: (SD) Yes, near my office (Allen 335X) the wireless network has been relatively weak -- many calls to local IT folks until a “rogue” (or old?) AP was located, which was not properly connected and “hijacked” my laptop’s WiFi. This problems seems to have been resolved, but it led to many headaches several months ago.

F: (D) In the Stanford hospital it is very slow.



F: (D) Yes. In my office (Redwood C410) wifi is very spotty and weak. And then in the main hospital, as I walk between Edwards building across the hospital WiFi cuts out multiple times.

F: (VD) I am in the math corner. My corridor has had extremely poor wifi service for the past two months. I cannot use the wifi in my office and must typically sit outside in the corridor to get internet access. There is an extremely slow wifi upgrade going on in the building. I’ll be happy if this situation is fixed -- it was reasonably OK before this September - but until then I’m very unhappy.

F: (VD) I have been having a lot of trouble with wifi. For example, recently, Stanford visitor has not been working on my phone in Gates 448. Also, recently, I could not get any wifi in Gates 167.

F: (NR) Falk Building, Conference rooms in 750 Welch Rd, 770 Welch Rd

F: (NR) Hospital wifi needs to be extended to medical school buildings.

F: (NR) McMurtry Hall, Room 370. I don’t know if this has been resolved, but last time I taught in that classroom, the wireless could not accommodate acceptable streaming.

F: (NR) My internet access is often quite slow in my office in Huang

F: (NR) Need to sign in every time

G: (VS) Basement classrooms of Building 260.

G: (VS) CERAS.

G: (VS) Each location I visited seems to have a good connection.

G: (VS) I always have great internet connection - even outside! Excellent.

G: (VS) Near the Marguerite station outside the med school

G: (VS) White Plaza? An Activities Fair happens there twice a year, and WiFi connections have been spotty in the past. Other events happen there too that probably need WiFi.

G: (S) Escondido South Building 141, Apt 101. We have a wireless router in our apartment, but it is frequently slow or hard to connect to

G: (S) Graduate housing. After the installation of the individual routers in each apartment/room, the wifi has been much less reliable. We lose signal 1-3 times a week. And a lesser improvement could be better signal in parks and the greens around campus. This is obviously non-essential, however.

G: (S) I think in the buildings the network performance and availability is superb, however, outside it is sometimes weak in general. I cannot provide a specific location though.

G: (S) It looks like i can connect at most of the part in the campus

G: (S) My phone frequently fails to connect to Stanford Residences or Stanford Secure in Escondido Village

G: (S) Parking garages have no cell or WiFi.

G: (S) Quillen Apt. 314, 737 campus drive, escondido village. The WiFi signal in my room is rarely above 1 bar. It frequently gets disconnected on both my mobile and laptop. The same issue is faced by 2 other residents in the 3rd floor of Quillen.

G: (S) Some areas in the Main Quad seem to have low connectivity. Specifically, the courtyard between buildings 460 and 420 and outdoor areas near the back door of building 460.

G: (S) WiFi in EV South family apartment is sometimes spotty.

G: (SS) Connection is spotty around bytes cafe in Packard EE building.



G: (SS) Down at the labs in Packard building, my Stanford secure WiFi doesn’t work.

G: (SS) Eduroam connectivity is way worse than stanford secure. Stanford secure has issue when moving, passage from one router to another is not smooth.

G: (SS) EV residence. I sometimes have bad network availability in my EV residence.

G: (SS) Gates computer science building basement, near rains housing close to campus drive

G: (SS) Graduate housing in Escondido Village (Studios 5 and 6) Also, the issue where you can’t connect TVs, wireless printers, or other smart devices to the network and have them linked to your phone or laptop is very frustrat-ing.

G: (SS) I have had trouble with all Wi-Fi networks (Stanford, Stanford Secure, eduroam and Stanford Residences) in the graduate student residences (Studio 6 in EV) since the beginning of the new school year. Prior to this consistent network availability/reliability issue over the past few months, the WiFi campus-wide (including in the residences) has been relatively flawless (2.5 years)

G: (SS) I live in EV Building 30 and I have experienced network unavailability on a daily basis as of this year. Around 8pm everyday, I am still able to connect to Stanford Secure, but the network no longer provides me with internet. It would be great if this could be fixed.

G: (SS) I’m not entirely sure, but it seems that close to the crossover between Stanford and Stanford Residences, somewhere near the GSB, can be spotty. I also often had to switch my phone wifi off and switch to data in the space between Hewlett / Packard/Bytes / Gates - but I don’t know if that has been fixed recently because I haven’t eaten there recently.

G: (SS) Most basements on campus

G: (SS) The internet sometimes goes down and runs slowly.

G: (SS) We live in Escondido Village (35 Angell Court), and the Wi-Fi frequently cuts out or is very slow for periods of time.

G: (SS) Working outside can be hard. At picnic tables behind Mitchell and towards Lake Lag the connection isn’t very good. It would also be great if EV and Rain had just the normal Stanford network instead of switching to Stanford Housing network. Because of this, I can’t easily have friends over to my apartment to work because they can’t get reliable internet if they aren’t living in EV or Rains. They can use the Stanford Visitor, but that network is incredibly slow and doesn’t do the job when grad students are trying to do their research.

G: (SS) Yes - in the residences. Rains (building 228) in particular has spotty wifi coverage.

G: (SD) In front of green library Oval

G: (SD) It needs to be improve in the residential area (Studios in EV) Also I would be nice to have better performance in the outdoors near buildings

G: (SD) Problems with connection near residency area

G: (SD) Visitor is a little slower (understandably) and there are some buildings where I have to switch over. A little frustrating.

G: (D) Any location outside of buildings.

G: (D) Areas outside buildings

G: (D) Lyman Graduate Residences

G: (D) My internet goes in and out as I walk around campus



G: (D) Residences

G: (D) The Gates Computer Science Building has poor coverage aside from the cs.stanford.edu connection, and most of Munger has terrible wireless penetration.

G: (VD) Generally, the connectivity is horrible at many locations on campus -- especially the Escondido Village near the studio buildings. The connectivity at the main quad is only slightly better. This is the aspect I am most dissatisfied with.

G: (VD) The residential network is terrible in Lieberman under Linux. Frequently have to disable and reenable wifi.

G: (NR) I usually use eduroam

U: (VS) idk sorry

U: (VS) Murray House

U: (VS) Overall it is very available, but in some more remote places it is less available of course. The one place I have been that does not offer WiFi so far has been near and around Lake Lagunita.

U: (S) Basements

U: (S) First floor of my dorm.

U: (S) FLORENCE MOORE HALL - LORO, speeds are incredibly terrible in terms of wireless network

U: (S) I feel that in my dorm (on the row) internet can sometimes be spotty, especially when streaming or playing video games.

U: (S) In Florence Moore Hall (Gavilan, specifically) the wireless network is sometimes really slow - cannot download/upload speeds have been reported at record lows this past week.

U: (S) My dorm room has a broken ethernet connection box. Only 2 of the ports work.

U: (S) Narnia has spotty wireless sometimes.

U: (S) Near sports arenas such as the football stadium, so tickets can be purchased on WiFi.

U: (S) The bookstore, Arillaga Dining

U: (S) White Plaza

U: (S) Wired connection at my residence at Mars works well once I got into it, but it was a massive pain to connect, and only one of the ethernet ports in my room works.

U: (SS) On fields like Levin Field. I like to do work outside a lot but if I get too far from buildings sometimes -- even in the middle of a playing field -- I lose wi-fi connection

U: (SS) restrooms in wilbur dorms

U: (SS) Some rooms in dorms have very bad WiFi, but it’s on a per room basis.

U: (SS) The oval and the main quad

U: (SD) Basements of areas- between buildings

U: (SD) Casa Zapata El Centro lounge Ujamaa lounge

U: (SD) The lawn by the new gym pool, the lawn between frosoco and suites

U: (SD) The wifi in my dorm Larkin west is slower than my LTE data



U: (D) between buildings

U: (D) Crothers Hall - rarely gave WiFi in my room.

U: (D) Lagunita Court Residence Halls

U: (D) Outside of buildings. Stanford visitor never shows up.

U: (D) The dorm wifi and outdoor wifi are slow

U: (D) Wifi is often very very slow, especially on mobile devices.

A: (VS) At the bottom of Avery Pool...

A: (VS) I used to have a lot of trouble outside Lane History Corner--between there and the art gallery. Haven’t tried recently, though.

A: (VS) No, but roaming could be improved. Users should able to retain their assigned IPs over largers areas, e.g., throughout SEQ. That does not appear to be the case now.

A: (S) Don’t know.

A: (S) elevators

A: (SS) 1520 Page Mill network seems to go down/stop responding

A: (SS) Bonair Siding

A: (SS) Hospital cafeteria areas.

A: (SS) I can always connect from my locations but sometimes it’s slow

A: (SS) I’ve had trouble when I’m in areas verging on the residences/dorms

A: (SS) No problems encountered, I only work at the main hospital or the Falk building, no problems encountered in these locations.

A: (SS) Yes, food court at engineering quad.

A: (SD) 04-520-00-115 The Varian Physics building has poor wireless connectivity. Next door in PAB the wireless connectivity is excellent.

A: (SD) AFDC

A: (SD) everywhere around athletics (stadium, gyms, fields) - it’s very hard to send or receive texts

A: (SD) In my office, I work off of a laptop & when I move locations in my building my w-fi will drop and I will get kicked out of the hospital network. I have to shut down & restart my computer in order to open up that program. This is time consuming as both Stanford & the hospital have multiple levels of security.

A: (SD) Off site, very slow

A: (SD) The top floor of the new art building has a nice garden but terrible wifi

A: (SD) Yes. There is no Wi-Fi at 565 Middlefield. We’ve had several delays to recruiting a specific faculty because we needed to displace some staff to 565 Middlefield to make room for the faculty and we couldn’t move the staff until we had Wi-fi at 565 Middlefield. Even once it’s set up, I’m told that “there will be interference” and that it won’t work well.

A: (D) There is intermittent signal at basement of falk cardiovascular building.Only avilable communication is office phone. .

A: (VD) There is little or no wireless network availability in the basement of building 200



A: (VD) YES! I cannot connect to wifi in my office on my phone at all. So, no access to emails at all - not good when I’m a care provider for elderly parent.

A: (NR) I feel like the 4th floor of Pavilion C in Redwood City can be kind of a dead spot, as I frequently have no/low mobile connectivity, access to the server goes down, pages fail to load, or emails take forever to send/load (sometimes the next day).

A: (NR) it’s slow. What is worse is that there is no Stanford wifi in my office, despite a hub directly above my desk. we have complained and reported about this for a while now, but no one is fixing it. Makes it hard to meet with students and faculty because they can’t connect to wifi in my office area (Lane Medical Library Information Services suite)



Q42. What are the non-Stanford online collaboration tools you use for your Stanford work and why?


F: Both

F: Drop Box

F: DropBox

F: Dropbox

F: Dropbox

F: Dropbox

F: dropbox

F: Dropbox

F: Dropbox

F: Dropbox

F: dropbox

F: Dropbox

F: Dropbox

F: Dropbox

F: DropBox bc of previous integration and ease of convergence btw devices including mobile app

F: Dropbox - because I use it with people outside Stanford and it allows me to sync items between my devices

F: Dropbox - becuase I collaborate with folks from across the country and it is what everyone else uses.

F: dropbox - to collaborate with folks outside of stanford

F: Dropbox -- I have a lot of material and Dropbox seems to be more widely used by others, so easier to share with non-Stanford people/.

F: Dropbox -- it supports more versions of Mac operation system. Also, many collaborators are using dropbox. It is more convenient.

F: dropbox -- the interface is much, much better, easier to use skype -- sometimes other people prefer it, e.g. not to have to use zoom, with which they’re not familiar

F: DropBox -- unlike Box it does not suck (although in fairness to Box the sucking may actually come from the onerous layers of access control wrapped around it, not by the service itself, I am not sure about that) non-Stanford Google Docs -- did not know until 25 minutes ago that there was a Stanford version non-Stanford OneDrive -- same reason, did not know a Stanford version exited Skype -- everybody has it and it is always there

F: DropBox (faithful friend and easy to share with others), Google docs (only when forced to by other people), SKYPE (heavy user and we use it for meetings with collaborators; conduct many student interactions via SKYPE in classes)

F: Dropbox is more convenient than Box, and is used widely by my collaborators at other Universities. LogMeIn is a useful tool for sharing screens. I use Skype all the time for collaboration; have not tried Stanford Zoom. I use non-Stanford google docs for collaborating with people outside Stanford.



F: dropbox much more convenient

F: Dropbox--to share files, work collaboratively, share large files

F: Dropbox, because IT WORKS BETTER THAN BOX. And please don’t tell me about security, I’m sure it is as good as Box--their business goes down in flames if it is not. Stanford is clearly a weaker link than Box or DropBox.

F: Dropbox, Drive, Google Docs

F: Dropbox, for collaboration with colleagues at other institutions who use it instead of Box.

F: Dropbox, for convenience of use and accessibility compared to Stanford Box, also convenience of sharing when required.

F: dropbox, google docs

F: Dropbox, Google docs

F: Dropbox, google. Ease

F: Dropbox, initiated by other collaborators

F: Dropbox, non Stanford Google, confluence @ SLAC,

F: dropbox, non-stanford google docs I had a very frustrating time with STanford Box and MEdicine Box. I got booted to Medicine box (from BOX) because of a course I took with MDs. Even though we didn’t have HIPAA infor-mation, we had to use Medicine Box. I spent weeks trying to get proper access to MEdicine BOX, and had many troubles getting access to things that had previously been easily accessible on Box. I think it’s working OK now, but it was such a bad experience I avoid it when I can.

F: Dropbox, non-Stanford Google Docs, Github. I use them because my collaborators use them.

F: dropbox: because the interface is MUCH less clunky than Stanford Box. I find Stanford Box cumbersome and unpleasant to use. github: because, you know ... google docs: because other people share documents with me

F: Dropbox: legacy platform with collaborators. Google Docs: for personal email/documents; unable to sync/merge accounts

F: Dropbox. Easier to use than Stanford Box

F: Dropbox. I have both a Stanford and a personal account. I like Dropbox because I understand how to use it and because it keeps prior versions of documents in case something goes wrong.

F: Dropbox. Because Box sync sucks beyond imagination. It overwrites files, hogs battery and is in general pretty unstable. So working with non Stanford collaborators, where there is no PHI .. DropBox is a lot simpler, efficient and reliable.

F: Dropbox. Ease of use is greater than Stanford Box

F: dropbox. easy

F: Dropbox. I find it much better and easier to use than BOX

F: Dropbox. This is what most people use. It is WAY more convenient and reliable. I have heard that Sync.com is equally user friendly and that it has end user encryption, so more secure that Dropbox and Box. Box is way too clunky and difficult to use. No one likes it, and only one of my collaborators uses it.

F: ease of use

F: Google docs



F: Google Docs -- in fact, I now think I incorrectly said earlier that I use Stanford Google Docs, I didn’t realize this is a separate tool from standard Google Docs. I just use the standard Google products.

F: google docs are better tool

F: Google docs; easy to work with undergrads, colleagues from other institutions

F: Google drive and dropbox. I am more familiar with them and I don’t have a lot of time to learn a new system.

F: Google Drive, Dropbox

F: Googlecalendar

F: I don’t know the difference between Stanford Box and Stanford Medicine Box. I also am confused as to the differ-ence in Box, which others use. The average academic is not an IT wizard, and hence these tools are quite confusing.

F: I share a lot of image files and they are often too big to be emailed so I use a variety of transfer services

F: I use Dropbox all the time, it is a seamless way of collaborating. I also use Google docs a lot for collaborating with colleagues who like word.

F: I use Dropbox because it’s easy to use.

F: I use DropBox for sharing documents too large to email.

F: NovoEd (for teaching) Virbela (for teaching) Dropbox (for doc and data sharing)

F: OneDrive

F: other cloud based document sharing because stanford medicine box is onerous for outside collaborators

F: Rarely use Dropbox for laboratory research data - other researchers may store files here for me to access and then send me a link, typically for large histology figures > 25-50MB in size or for large powerpoint presentation slides

F: Slack, non-Stanford Google Docs, Dropbox, Stanford overleaf I didn’t know there was a “Stanford Google Docs” The others - I and my colleagues are familiar with these tools, so we use them

F: Slack, Piazza. Better than anything Stanford offers.

F: So, I have to be honest, and I apologize, but I didn’t realize there is a stanford version of Google Docs. So, my previous answers were just for general google docs, not stanford google docs. I’m not sure what the difference is between the two, and why I would use one or the other. I have been using non-Stanford google docs because that is what I used before joining Stanford, so I have just continued.

F: Trello, Google Docs, GitHub, Bitbucket, Zulip, Slack

G: Dropbox

G: Dropbox

G: Dropbox

G: Dropbox - desktop folders sync automatically

G: Dropbox - easier to use

G: Dropbox - has a plugin for linux, which is what my lap desktop runs. I can move files between laptop and desktop easily this way.

G: Dropbox - sharing work materials Skype, Hangouts, Messenger, Slack - communicating with people however is easiest



G: Dropbox -- because I cannot access Medicine Box from a non-encrypted PC non-Stanford Google Docs -- because I prefer to use my personal google account which links to my gmail so I get notifications there

G: Dropbox / overleaf / google drive Ease of use, Community & customer support

G: Dropbox and non-Stanford version of Google Drive -- because I collaborate with people outside of Stanford (and we had pre-existing folders with these apps)

G: Dropbox because everyone else uses it

G: Dropbox because I share with a group that started using it awhile ago.

G: Dropbox because I used it before coming to Stanford, and it automatically syncs files between my machine and the cloud. In recent months I have transitioned to Google Docs and just creating documents etc. solely on the cloud though, so I have been using Dropbox less and less.

G: Dropbox if some others on my team prefer it

G: Dropbox it is really easy to use GitHub it enables team work in coding

G: Dropbox to use space, Google Docs etc.

G: Dropbox, as it’s more widely used.

G: Dropbox, because I already had this set up and it works well on all my devices

G: dropbox, box, because they are the tools I am used to using

G: Dropbox, ease of use

G: dropbox, google drive

G: dropbox, I have been using it in my previous employment and it is part of my workflow. It allows me to mantain important data when changing appointment

G: Dropbox, it allows me to collaborate outside stanford and syncs with my phone

G: Dropbox, non-Stanford Google Doc - because it works with my gmail address

G: Dropbox, non-Stanford Google Docs. It is inconvenient to have to constantly log out and log in of my Google account.

G: Dropbox, non-Stanford version of google docs, Gmail

G: Dropbox: ease of use and already had an account Slack: best platform out there in my opinion

G: DROPBOX: unlimited storage from previous institution GOOGLE DOCS: Better integrated with the gmail inter-face.

G: Dropbox. I am used it and I have it installed, so it is convenient.

G: Dropbox. I have been using it for a long time, so I’m used to using it.

G: Dropbox. I’m afraid of losing my information when I leave Stanford.

G: google doc

G: Google doc

G: Google Docs - ease of use Dropbox - to collaborate with non Stanford affiliates

G: Google Docs + Dropbox



G: Google Docs. Normally I use the Stanford Google apps but sometimes group docs are linked through my gmail account instead.

G: Google Docs. Way easier to use and coordinate, and everyone has a gmail account anyway.

G: Google drive that is associated with my gmail account for convenience of items already saved there before arriving at Stanford

G: I use Dropbox AND the non-Stanford version of Google Docs. Both are things that I used previously, they are systems I already had organization systems set up within, and they are what my research collaborators use.

G: I use Dropbox because of habit and it is convenient I guess

G: I use Google Docs (the non-Stanford version --I didn’t know there was a Stanford version until now!) to store some of my work and to share Stanford-related stuff with people in my Department, so that all of us can make edits. I also use Dropbox to store some of my work.

G: non-Stanford Google Docs -- for privacy and separation from Stanford systems.

G: Non-Stanford Google Docs, because the Stanford version doesn’t allow access to all the features a Gmail account provides, such as the calendar. Have a Dropbox account but prefer Box by far. Usually use it because someone else prefers it and sends me links to files in Dropbox. For both personal and private use, I use Stanford Box.

G: Non-Stanford Google Drive Dropbox

G: Onedrive. Used by collaboration partners.

G: Overleaf, makes collaborations using latex easier

G: Serisously? I use like thirty of them. Slack, G Drive, go to meeting, dropbox: there’s a lot. Seems like every new team I’m on has two or three unique preferences for collaborative platform.

G: Slack, Google Drive

U: Bitbucket and Github. Used to share collaborate on code with others.

U: Collabedit for pair programming

U: Dropbox - because some people I have worked with prefer it to Stanford Box, and because Stanford Box fills up. Groupme - because campus group communication is not really supported by a Stanford program.

U: Dropbox - I can acces it instantly from my Desktop.

U: Dropbox for personal photos

U: Dropbox- sometimes needed based on the tools of off-campus collaborators

U: Dropbox, Gmail, Evernote. I just got accustomed with using them in my life (and Dropbox gave me a decent amount of storage that I used a lot before coming to Stanford).

U: Dropbox, sometimes it’s easier to upload things like pictures en masse

U: Dropbox. Used by research group.

U: gdocs

U: GitHub because it’s useful for sharing code in group projects

U: Google Doc

U: Google docs because it’s easy to use



U: Google Docs/Sheets, sometimes it’s more personal and helps me

U: Google drive, it’s the most ergonomic and user friendly.

U: I sometimes use non-Stanford Google Docs because it’s faster for me to access, since my personal account is still set as my default account. For most of my large-scale collaborations, like for VSOs or large group projects, I try to keep them to my Stanford Google Docs.

U: My own google drive, because it’s easier to access

U: My personal google drive and Grabcad. My personal because everything is already on there, and it’s easier to access, and GrabCad because it’s needed for collaborating on 3D design projects.

U: Non stanford drive, all my stuff is there. Also sharelatex for math.

U: non-Stanford Google Docs and DropBox because I have always used these even before coming to Stanford

U: Non-stanford google drive

U: Non-Stanford Google Drive, because I already had a gmail account

U: non-stanford version of Google Docs because it syncs with gmail

U: Non-Stanford version of Google Docs to keep personal items separate from Stanford related work.

U: Overleaf

U: Personal google drive, dropbox.

A: dropbox

A: dropbox

A: Dropbox

A: Dropbox

A: Dropbox

A: Dropbox

A: Dropbox

A: Dropbox

A: Dropbox

A: Dropbox - best desktop integration, does not require using browser. It is better to standardize on a single solution. Multitude of different tools (web services) capable of doing the same thing is INSANE. It is hard to even remember what web service hosts each part of your work.

A: Dropbox - lots of dept. files are stored here.

A: Dropbox because some people at other universities have used it to share documents.

A: Dropbox Google docs

A: dropbox if I’m collaborating with non-Stanford colleagues as it’s used by many other institutions and individuals.

A: Dropbox--for projects with non-Stanford collaborators. Slack--for internal department communications.

A: Dropbox, Google Docs, github, Jupyter The former two because I work with non-Stanford people and that’s what they use. The latter two because they provide specific services that are helpful to what I do.



A: Dropbox, Trello.

A: Dropbox, usually sent by individuals outside of the museum and my personal google drive for personal use.

A: Dropbox. I have stuff in there from before Stanford got Box and I don’t have time to move things over.

A: dropbox. to store documents

A: google docs

A: Google docs, Drop box

A: Google docs, sheets

A: Googledocs, dropbox in the past

A: I use Dropbox because one of my faculty asked me to use it. I only use it for files he shares with me.

A: I used Google Docs once, I didn’t know there was a Stanford version.

A: I’ve used Dropbox and regular Google Docs, as sometimes I have to use whatever the client/vendor/customer is using.

A: My personal Google drive. I didn’t know there were Stanford versions of any of these tools, and a bunch of the ones mentioned in this survey I’ve never even heard of.

A: Some of the faculty I work with use Dropbox, so there are cases where I collaborate with them using the tool.

A: trello drop box



Q47. Are there locations on campus where mobile (cell) phone connections are problematic? Please list the locations and be as specific as possible.


F: Almost everywhere. Cell service all around Palo Alto is terrible, but especially in Stanford West apartments

F: At 3373 Hillview Ave, AT&T works, Verizon doesn’t. And sometimes you have to go outside to get a good connec-tion.

F: Basement of Lokey/SIM1 and in the tunnel between Beckman and Lokey.

F: CCTO building 800 Welch Road

F: cell phone connections are not great on campus - I’m mostly around the GSB

F: CERAS

F: Going between hospitals and from SOM to Hospital

F: Governor’s corner

F: I do not get cell reception in my BRAND NEW OFFICE in McMurtry Building. I am on the third floor and the phone has one bar so it’s useless in both my office and the classrooms that I teach in (basement level).

F: I have AT&T and live in Stanford West. That is basically a disaster. Can’t talk to family, can’t hardly respond to on-call pages.

F: I have T-Mobile, which seems to be iffy sometimes behind Jordan and Margaret Jacks Hall.

F: I haven’t had trouble with mobile connection on AT&T on campus

F: In basement labs. but that is understandable.

F: In my office, Mobile does not connect,

F: In the clinics where I am required to practice

F: In the Moot Courtroom (Room 80) of Crown Quadrangle on the law school campus.

F: inside Herrin Labs -- we have a balcony that’s OK

F: Law school, senate chambers

F: Main floor of new LPCH building has no Verizon service. Service in large conference room in 770 Welch is spotty on AT&T.

F: My office (!!!). Shriram 209 has a microcell so I can use my work-issued phone! :)

F: My office, Packard 266

F: My telephone does not work. I have to use my cell phone and the communications are truly bad! (Huang building)

F: On the garden level of Green Earth Sciences

F: Serra Street, coming from El-Camino and going toward campus....I lose connections often near the fire station.

F: Some parts of stanford hospital - particularly near ED / radiology

F: Stanford Hospital



F: Stanford Hospital is dropping calls ALL THE TIME if you have to walk and talk at the same time. ATT Network

F: The statistics and economics buildings

F: With AT&T almost everywhere. Especially inside buildings in the Quad (building 260 specifically) and inside dorms on the Row (562 Mayfield specifically).

F: Yes, my office: McClatchy.

F: Yes, phone calls frequently drop on Campus Drive, Galvez, and the back end of campus (Foothill between CAmpus Drive and PAge Mill)

F: Yes, walking from Edwards building to hospital. But my phone tries to make calls by WiFi by default if network is available, and Wifi is weak and intermittent.

A: 3160 porter drive bad cell reception unless you walk outside

A: AFDC and all around it

A: At the bottom levels of the parking structures

A: Bonair Siding

A: Cancer center basement for T-mobile

A: Cantor Arts Center

A: Cell phone connection is very problematic in Cardiovascular Falk building.There is no signal.It is very difficult .

A: Cell service is problematic in the basements of many buildings, e.g., Gates.

A: Connection is weak from my office (M216), and calls drop about 25% of the time. Then I use my landline.

A: Encina Hall - Ground Floor - no service

A: Falk building basement. BMT Cell processing facility in main hospital building, first floor.

A: I am not on campus. I am located at 1841 Page Mill, where cell reception is terrible. This has been a vexing problem for me in the last year, since I have a seriously ill family member and I often need to make personal calls of a highly confidential nature. I can’t use my desktop phone because I am in a cubicle in a VERY crowded and noisy office. I have not found any reasonably private place within the building which has adequate cell service, so I have to go outside to make or take calls from doctors, therapists, family members and insurance company. I enjoy my job and I believe I am still quite productive in my work, but I have considered retiring early due to the problem with making or taking confidential phone calls.

A: I don’t work on campus; I am based in Washington, DC.

A: I rarely get service in the David & Joan Traitel Building on the 2nd floor.

A: I’m generally off-campus, at the Redwood City faculty offices.

A: in my basement office

A: In some offices on the first floor of Encina Hall, mostly toward the center (interior) of the building.

A: In the Arrillaga Family Sports Center my cell phone does not receive calls

A: In the main quad buildings

A: Inside 327 Bonair and 340 Bonair i have found i need to be connected to WiFi

A: Juniper Sierra Blvd has a dead spot for mobile calls. Its often helpful to continue a call while driving to and from



campus. Sometimes I will the drive extra distance and time to stay on campus so that I am not dropped.

A: Lane Medical Library - calls drop

A: Lathrop Library, 408 Panama Mall, but football stadium is the worst

A: Montag Hall - not good reception and sometimes cannot receive or make calls from within my office

A: My office! 300 Cubberley Hall

A: No, AT&T seems to be good everywhere.

A: on Junipero Serra north of the dish entrance

A: School of Medicine basement

A: Some basement areas

A: Sometimes in my office in Shriram

A: The basement of the Physics & Astrophysics building. It’s not surprising there isn’t any service down there, of course, but it does occasionally make things difficult for me.

A: The Varian Physics building

A: Yes. Mainly in general OR suites



Q52. What one thing could we do to improve your experience with IT at Stanford, overall?

Responses to this question have been sorted by cohort, then by satisfaction rating for Q51a. Services from University IT Overall, and then alphabetically.

F: (VS) As stated earlier, I think the recent “silo-ing” of services is a step backward. It is only in the past year that I have been told by the HELP Desk that they could not help me as it was their job to “refer” the problem to the assigned team from H&S. Because our assigned IT person only comes to the building for two hours a week, I had to wait six days for his next appearance before the problem was addressed. There is no way to make an appointment outside those scheduled two hours. So it seems that the available services have become much more curtailed now that the HELP desk does not send out their own support staff to our department.

F: (VS) Clarity about what options to use when using WiFi on campus

F: (VS) Currently I find the webmail most problematic - search is bad and I hate the default for attachments to One Drive. have not been able to figure out how to change that.

F: (VS) Dedicated IT support staff per department/division

F: (VS) Evaluate the effectiveness of individual IT staff located in Departments; we have one hopeless person and the rest are great

F: (VS) Help me to know what resources are available, and how I can take advantage of them. I didn’t know until recently what a great service Box is, and nearly bought a paid membership to Dropbox to get unlimited storage.

19%

15%

13%

8%

7%

6%

4%

4%

4%

4%

4%

4%

3%

1%

1%

1%

11%

0% 5% 10% 15% 20%

Help services improvements Wifi improvements

Better / more local help Educate me about what's available

Move away from Outllook / Microsoft Ease of finding IT info and / or right sources of help

Don't like Help Desk as sole gateway to help Cloud storage improvements

Fix security requirements / updates that impinge Mobile phone coverage and features

Ordering Improvements Connecting / registering devices to the Stanford

Axess improvements Improved Webmail

Support Slack Training resources

Other

Q52. What one thing could we do to improve your experience with IT at Stanford, overall? n=178



That’s completely unnecessary, now that I know about Box! Similarly, I didn’t know stanford had a stanford version of googledocs until taking this survey, so now I will look into that.

F: (VS) I have no specific complaint.

F: (VS) I liked having IT in the department. Now everything has to be sent through the help desk.

F: (VS) Increased staffing at the department level

F: (VS) Is this you guys? Stop telling me I have duplicate images of my desktop computer that put me out of compli-ance

F: (VS) It would be great to have better cell phone coverage on campus (especially AT&T, which I use).

F: (VS) Link Stanford desk phone numbers with mobile ( Vonage has simultaneous ring etc)so personal phone numbers are not given out for business calls.

F: (VS) Make response time in departments quicker

F: (VS) My computer was running out of memory and was being very slow, and I was not able to deal with this effec-tively. I had to have a slow computer until the 3 1/2 years stated by the GSB for computers to be able to buy a new computer. I wish IT had been better at helping me deal with the old computer.

F: (VS) Offer classes for faculty over the summer to let us understand what’s available.

F: (VS) Stanford Box, Stanford Medicine Box, Stanford University Box, Stanford Children’s Box, they are all very confusing since I can never know which Box I store things into. Would be great to make it all one Box account. Very confusing...

F: (VS) Switch from Outlook to Google Gmail

F: (S) AIME fix Not user friendly

F: (S) An introduction to Stanford IT services (including Stanford Box, Stanford Google-docs, Stanford Web security, High-risk data and compliance, computer registration, etc.) as part of new faculty orientation (it would be much more useful than many of the things currently covered in the med school new faculty orientation). Ideally something part interactive.

F: (S) Availability of individuals to come to my office rather than having to go to IT bar in Lane

F: (S) BUYING A PHONE TOO SLOW

F: (S) Certify dropbox, more consistent WiFi in the hospital.

F: (S) Easier to locate information on ,SU web

F: (S) Epic help could be easier especially dealing with issues closing encounters. The team seems somewhat limited in ability to help (always something to check or escalate). As an attending MD with a resident overseas I couldn’t get access to notes that were incomplete to close an encounter, for example

F: (S) Every email that is sent, particularly one demanding that I do something, should have a name and phone number.

F: (S) Figuring out whom I should contact for help

F: (S) Fix wireless down locations. 2. Make sure mandated security updates don’t destroy computers

F: (S) Get search to work on IoS devices for email.

F: (S) I heard Slack is very useful. Maybe using that? Get rid of Box and use a different platform. Would prefer Dropbox or Sync.com.



F: (S) Migrate away from g-mail.

F: (S) Minimize “subspecialization” when it comes to the number of IT staff capable of handling dept-specific inqui-ries/tasks, and have more staff who are broadly trained and capable of handling “subspecialized” issues (particularly after-hours). To provide a department-specific example, when cases in Powerpath are locked, there should be more than one IT person with the ability to unlock cases, particularly after-hours when that one IT person has gone home for the day. It is bad for patient care when we have to wait for that one person to unlock a case for us, especially when cases need to be finalized ASAP for optimal patient care.

F: (S) More advice on availability and functionality of new services

F: (S) Not send out so many reminders regarding surveys

F: (S) Provide a way to call somebody for a quick question, rather than wait for a HelpSU ticket to be answered.

F: (S) Think of ways to avoid Microsoft products

F: (S) Zoom has been problematic for us. I am in hospital. No one considered the need for ‘secure’ connection for conferences and clinical conferences. Also, we often lose about 10 min at beginning of conference trying to get IT to work. When we had ‘departmental’ IT experts assigned, this never happened. Now we have admin staff who rotate, some of whom have learned the basics, but can’t troubleshoot when things inevitably go wrong. Stanford is disburs-ing to so many remote sites that tele-work needs to be easy, reliable and useful for any and all purposes (including clinical). The tech bar at Lane library is very helpful and staff is patient and willing to help me with things that are trivial for most people around here. But it doesn’t compensate for loss of more dedicated ‘dept’ IT presence.

F: (SS) Have the help desk be more customer friendly. Some of the folks have a bad attitude. Some won’t help if someone else was helping you before.

F: (SS) I am very dissatisfied with the need to encrypt our personal cellphones which access the Stanford WiFi network. This has rendered my Android phone extremely slow and nearly unusable. Luckily, I was able to get an exception, but it was only after I had to factory-reset my phone because the encryption rendered it nearly unusable.

F: (SS) I periodically get new warnings about encryption compliance for the same computers that I have been using for a long time, this has been a problem on a couple occasions due to BigFix, I have to call IT services to get the offending computer removed from my list

F: (SS) I’m very appreciative when I place a help ticket or call and the response I get is a desire to help me do better, rather than annoyance that I have a request. If more interactions could help me help myself, I wouldn’t need to bother IT staff as often.

F: (SS) Improve wireless connectivity and make it easy to use wireless on a personal phone on campus.

F: (SS) make staying compliant easier -

F: (SS) More on-site availability (for addressing problems and fixing them as well as in-person guidance on how to use technology (e.g. get office voicemail emailed).

F: (SS) We use to have designated people that could resolve problems right there and there but now it becomes a non people approach; make a ticket and wait for a call and then they will remotely try to solve the problem

F: (SS) When I call to have a service switched on (e.g. temporary international plan for cellphone), the service is great. For other help tickets I have submitted, the service is usually slow, and often, when it is a technical question, the answers I get are perfunctory, dismissive and arrogant.

F: (SS) Working with folks who are oriented toward helping me solve problems rather than telling me what I can’t do.

F: (SD) Better cloud services, also block robocalls from our office phones.



F: (SD) Enhance the wireless signal / connection.

F: (SD) Increase the knowledge, training, and hours of IT support staff who are assigned to departments. In my expe-rience, they often do not know the answers to questions; they spend a fair amount of time looking for answers by googling; and they have limited time, sometimes leading to delays of several days before problems get addressed.

F: (SD) It would be helpful if assistance was more readily available online. Calling the help line by phone presents more of a barrier.

F: (SD) Make things more personal. As an older faculty member, I recall the days of personalized service and close contact with IT personnel. I dislike the Help-SU interface.

F: (SD) Prompter response from staff, especially with respect to help tickets. I’ve filed several help tickets that NEVER received a response or acknowledgment

F: (SD) Return a small cadre of IT professionals to covering smaller administrative locations like the Dept. of Pediatrics. The quality of service took a huge deterioration when the Dept. of Peds IT professionals were pulled. This is common knowledge and frequently discussed amongst all levels of staff.

F: (D) Abandon the one-size fits all to IT across the university.

F: (D) more knowledgeable stuff

F: (D) The fund of knowledge and technical skills of those responding to IRT calls.

F: (VD) Just make it work!

F: (VD) Something better than outlook for email.

F: (NR) Being available to those in the School of Medicine. We have much confusion from hospital vs university IT, and the need for technologically specific oriented IT (ie ARIA ) in Radiation Oncology. One IT department doesn’t know how to answer the questions related to another. To the client (me), I don’t care which system it is as long as I can use it -- but it seems hopelessly complicated at present.

F: (NR) weekend availability

G: (VS) A more centralized way to manage computer registrations. There’s mydevices, and there’s rescomp, but it’s confusing why there’s a difference between how you register a computer if it’s a laptop that you use in both locations (on campus and in student residences).

G: (VS) Ensure the Stanford Secure network does not experience unavailability!

G: (VS) For some reason it often takes 10-15 seconds for my computer to connect to the Stanford WiFi network, which seems a little long to wait every time I open up my laptop. Not sure if this is due to the network or my computer, though.

G: (VS) Get rid of Microsoft mail

G: (VS) I don’t know. The THING is we don’t know how good something is until it is missing or when it breaks. So since the internet is always good (ethernet or wireless), and gmail allows forwarding of stanford email and replying via my stanford email address. All is good.

G: (VS) I’m satisfied with the services.

G: (VS) Provide information on what services are available to incoming students (Free storage on google drive etc)

G: (VS) This is my first feedback. If you could act on the lack of WiFi in Quillen Apt 314, that would be great!

G: (VS) Video tutorials would be great for issues such as installing the security software, accessing Farmshare, creating and updating your own Stanford webpage, etc.



G: (S) All email could be migrated to gmail. It’s much more functional/friendly than outlook.

G: (S) Better mobile support for web pages

G: (S) better tools for printer set up. I’ve found it incredible difficult to connect my computer to department printers

G: (S) Change the secure access format. It sometimes glitches and I have to request multiple texts to be sent.

G: (S) Connecting to Stanford Residences is REALLY difficult. Something to ease this process would be appreciated.

G: (S) Constantly needing to use my cell phone to login to Axess/Email is irritating.

G: (S) Enhance WIFI signal.

G: (S) Ensure better wifi stability

G: (S) I feel that the helpsu tickets sometimes get lost - there should be an option to reping them if they haven’t received a response in a timely fashion.

G: (S) I have sometimes had problems with connecting to VPN off campus.

G: (S) Improve wi-fi connectivity/speed

G: (S) Larger storage on Box More internet coverage Regular Stanford internet network in housing areas instead of housing network

G: (S) Listening to more (graduate) student feedback. The wifi problem in graduate housing is not being addressed and apparently never will.

G: (S) The online help system decentralizes SUIT’s presence. I would prefer to know who exactly I can contact if I have a quick question, instead of always having to submit a work order.

G: (S) The only thing I can think of is a more user-friendly email.

G: (SS) Access to wifi and registration

G: (SS) Gmail instead of Webmail/Outlook

G: (SS) Improve communications to students.

G: (SS) Switch to all google products, rather than OneDrive/webmail.

G: (SS) the device registration process for WIFI is horrible -- very confusing and takes so much time. It would like to see a much more clear and streamlined process in the future.

G: (SD) I literally don’t even know where the help desk is or where to go when I have computer issues. Please make this easier to figure out

G: (SD) Respond more quickly to Help Requests.

G: (D) I’d like to know how to get help. That’s been very unclear.

G: (D) Make interface with Axess way easier, especially the bill viewing and bill breakdown

G: (D) Run away from Microsoft and don’t look back

G: (NR) Better wifi

G: (NR) make logging onto wifi easier

U: (VS) Change outlook mail to gmail for sophomores and below. Give people the option

U: (VS) Have easier steps for connecting consoles and other devices to the internet. H



U: (VS) I feel like students are disconnected from IT services- so sometimes info is harder to find.

U: (VS) My overall experience has been good! However, it can be time-consuming to set up my computer to connect to the Stanford network at the beginning of the year. Also, when I ssh into the Corn cluster I frequently receive a ‘broken pipeline’ error, which can disrupt assignment progress.

U: (VS) Why did Stanford stop using the Google E-Mail service for new students?

U: (S) Be more accessible

U: (S) Better outdoor WiFi use and better information of storage options available

U: (S) Fast wifi

U: (S) Faster and more reliable wi-fi, with greater coverage; sometimes, even in my own dorm room, the wi-fi randomly disconnects.

U: (S) Faster wifi

U: (S) Have follow ups

U: (S) help set up ethernet cables

U: (S) I don’t know anything about it, so sending more information about everything you can do with it. Some websites are outdated and not user friendly (namely, the Fix-It website and ExploreCourses).

U: (S) I remember freshman year it was very difficult to set up my wifi. Maybe having a workshop for all freshman dorms where you can do it together. (Or doing it at the beginning of NSO, so that you have access during orientation)

U: (S) I’m not sure, I don’t interact much with IT. IT would be cool if some more things were revealed to the public though.

U: (S) Make departmental/school IT staff more friendly and responsive - they have generally refused to help me and referred me to less helpful resources.

U: (S) Make the wifi more consistent and accesible across campus

U: (S) Most students aren’t aware of your existence

U: (S) My laptop keeps disconnecting from the WiFi if I don’t interact with it for more than a couple minutes.

U: (S) Provide more information about how to use WiFi with mobile devices. This is the one aspect of campus tech-nology I have had the most difficult time with, since my phone does not want to stay connected to a particular WiFi for long. Just would be nice to have more instruction on best WiFi’s to connect to and which ones are available where (so I do not have to keep reconnecting each time I move).

U: (S) Switch to google.

U: (S) When my computer was hacked Stanford IT didn’t seem to be able to do anything. The RCC manager helped though

U: (SS) I’ve mever heard of a lot of these services. Perhaps put them in a more obvious, findable place?

U: (SS) Improve wifi speeds and respond to these requests as quickly as your resources allow

U: (SS) Make Axess better

U: (SD) Your help pages for setting up residential wifi is terrible, very confusing and misleading. Just include ONE LINK to the signup portal. You need to streamline the process, the interface looks like its from 1970.

U: (D) Make it more accessible for students to come in and get help Timely responses to ticket



U: (NR) Fix enrollment in axess, as it gets swamped an doesn’t load for hours after midnight when enrollment opens

U: (NR) I honestly don’t know what you’re asking when you say “my experience with IT”. Who exactly qualifies as IT and where would I even find them?

U: (NR) Offer more network cable connections around the campus’ buildings. I love fast internet! Also, create a Slack team with ALL Stanford students/staff. That would be sick, and much better to communicate (I don’t know if that’s possible, though)

A: (VS) Help all SU financial entities come up with a consistent and helpful policies about IT usage, including software, which interestingly wasn’t mentioned in this survey. SU is a slow adopter of new technology across the enterprise. Departments, in response to budget pressures, delay replacing equipment, don’t buy new software tools, and provide limited support to users who want to lean new tools. This is a mistake, but employees and employer both benefit from a more aggressive use of technology. Employers benefit from improved efficiency and better outcomes from new tools, employees keep their skills current and can negotiate for a share of the improved efficiency. We should not only be forward thinking in what we do internally, but what we demand of our vendors. For example, Stanford buys billions of dollars in construction services each year. However, we have no consistent way to manage these expenditures, and have limited standards when it comes to expectations of our vendors in their use of technol-ogy. It would be interesting to determine what percentage of the services and items stanford purchases are through a paper invoice mailed to an SU address, which is then physically stamped, and circulated for signatures before being entered into the oracle financial data base. Is this really the best way to mange all this activity? While its tempting to imagine that its to SU’s interest to delay payments through an antiquated system, more likely SU pays to vendors higher margins then it might if maintained a defined way to make quick payments. Some groups develop work arounds, but its ad hoc system, seemingly ripe for improvements with the appropriate deployment of technology.

A: (VS) I drop in when I feel like I have an easy solution....I think I’m probably not supposed too, a drop in counter would be nice

A: (VS) I’m happy with the services and accessibility to IT staff.

A: (VS) Nothing - although I believe I am on a priority list for service.

A: (VS) Reduce the 2FA hassle when logging in, especially when it’s almost always the same 3-4 browsers/devices.

A: (VS) Sometimes there are urgent issues when the down time or problem effects and/or halts productivity. Quick responses would be nice.

A: (VS) The only issues I’ve had is small pockets where wifi doesn’t reach occasionally. (333 Bonair conference Room, CEF upstairs meeting rooms)

A: (VS) We used to have a designated IT person. Now we have to put in a ticket and we get random people. The doctors I work with do not like that at all. The want a person they know and are used to.

A: (S) Better communication/advertising about Stanford IT tools--I’ve never heard of half of those mentioned in this survey.

A: (S) Better communications on help tickets, sometimes closed without really being resolved.

A: (S) Can’t think of anything. My basic computing needs are met. Wi-Fi, laptop, calendar and email syncs btwn my iPhone and laptop and home computer, have docking station, phone.

A: (S) consult more with end users when adopting new software

A: (S) Fix wifi accessibility for mobile phones in my office

A: (S) Follow up on client requested services pre and post.

A: (S) Have department IT support



A: (S) I have a preference for technicians coming to our desks. We have busy schedules and it is not convenient to walk over to the Lane underground IT desk...

A: (S) I think what we use is very outdated (vs other tech companies/startups in the area). I would like to see google business utilized more since it’s very convenient, syncs with everything, is quick and user friendly.

A: (S) I would like to be able to contact local IT directly for assistance. I cam from a department that provided imme-diate IT support, so it took some getting used to the centralized IT.

A: (S) If you would hire more people to the AEM web helpdesk. They seem understaffed. Med School web page ques-tions sometimes take a while to resolve.

A: (S) Improve helpsu/servicenow response quality and speed

A: (S) Include a relevant subject line in service now notifications.

A: (S) It is very confusing where to go for what. When should contact local IT v university IT?

A: (S) let staff use gmail instead of outlook

A: (S) More info on webpage layed out correctly, so I don’t always have to call or submit ticket to get my answers

A: (S) More information from the university about what services, apps, etc. are available.

A: (S) More information on what services are available and how to use them.

A: (S) More integrated IT services, rather than scattered departmental service.

A: (S) More timely response to tickets. I’ve waited over a week with no response before.

A: (S) People soft is very slow sometimes. I could get a lot more work done if People Soft didn’t lag so much.

A: (S) Provide Wifi access for personal cell phone across the campus but not requiring users to install Airwatch and other MDM apps that reset the phone, etc. These phones are personal phones but we use them for some work related matters but not security crucial. I use Stanford Visitor Wifi sometimes but that limits my services. I know many of my colleagues do not use university Wifi due to this reason.

A: (S) Providing more accessible and easy to understand instructions for common IT problems so that they can be resolved quickly at the staff/employee’s desk, if possible.

A: (S) Reduce the dread associated with sending a help ticket. Service is good once you are in the system and everyone is nice and doesn’t make you feel like a dummy. Sometimes a help ticket seems to go into the ether and not resolve which I interpret to mean my issue is not a priority or big enough to merit a response.

A: (S) Slightly extended help desk coverage. Frequently work till 6:00 and no help after 5.

A: (S) Some off-site consultants are not consistent with support and have been unreliable with resolution to problems (ie: instructing you how you can do this yourself assuming you have more technical expertise). Am always disap-pointed when I hear that an off-site consultant will be contacting me. It has never worked out and I’ve always been escalated to our onsite specialists.

A: (S) The one change that would be far more important to me than any other would be: Please don’t give estimates for delivery dates of new features if you don’t actually know they are realistic. Throughout my 21 years at Stanford, I have repeatedly had the experience that people in technical leadership positions will say that a new feature will be delivered “soon” or “next month” or “in this calendar year”. I realize that people say these things with the best intentions; they are smart people and they know how to develop and deliver the feature, so they are reluctant to say that delivery timing is unknown or possibly years in the future. Quite often, though, the resources to follow through are simply not there, and it is far better for me to know this than to make plans around something that may never materialize.



A: (S) The process for ordering a computer could be easier and more user-friendly.

A: (S) Though I am sure it is difficult with so many requests, speeding the response/resolution time frame would be great.

A: (S) Training before being offered to use new software or equipment. We are given tool and we stumble around trying to figure out its use and capabilities. Lost productivity.

A: (S) Updates on help tickets

A: (S) Utilize remote screen access more to understand user issues that are sometimes hard to describe via a ticket

A: (S) When I do need help and the problem is alleviated I am not informed of why the problem occurred in the first place or how to prevent it from happening again,

A: (S) When there is a bug, fix it instead of just providing a work around

A: (S) While communication has improved in some areas (especially to the “clients”), it is clear that some UIT groups need to talk to each other more before implementing new systems, making changes, etc.

A: (SS) Because I work for the School of Medicine and also with hospitals and clinics, I’m never sure whether I need university resources/help or hospital resources/help. It also seems like when I place a help ticket, it’s a crapshoot if the person responding is going to be very friendly, knowledgable and help me quickly resolve my problem. I’ve had someone in HR services be extremely helpful and explain a process in detail...wonderful experience. I’ve had other responses where the rep clearly didn’t care about my problem or couldn’t relate to me as a non-technical person. Yeah, sometimes I don’t know what the heck I’m doing or talking about...I’m not a techie. But I have to use technol-ogy as a major part of my job, so your patience and mentorship really mean a lot!!

A: (SS) better feedback. a ticket gets entered & sometime I hear back giving me an estimated completion date & other times I don’t hear back until I bug someone again

A: (SS) Coherence, so one set of rules, standards, practices apply to all units on campus, so Stanford Box can work with Stanford Medicine Box, Mydevices can consolidate with AMIE.

A: (SS) Computer orders are taking 6-8 weeks and this is unacceptable. In this day and age, we should have a just-in-time system where we can pick up a functioning computer when needed. It’s a real dissatisfier to make a new hire wait for a month before they get their computer.

A: (SS) Face-to-face support and troubleshooting

A: (SS) I would like to add a couple incidents that we had with order.it and help ticket. placed a help ticket for two of our staff to have access to Axess and see the enrollment of students and this took more than one month to be resolved, I am not sure why it took so long. An incident with order.it; we had some issues with our phones, including the Director of Operations had listed our former Associate Director’s name and other phone issues and our Admin placed the request and then she was asked for her manager to approve this and I did for some reason this was not resolved; but she happened to know someone in that department who was able to resolve this issue. I was not clear what the issues were this request. There are some circumstances that we don’t get a clear answer what needs to be done for our order/request to be resolved. One more, I placed a help ticket under Help SHC and the person at the hospital never got it. Does the university received these tickets and eventually are forward to the hospital? I am not sure what happened to the ticket.

A: (SS) make it easier for us to encrypt PCs, laptops, and cell phones

A: (SS) Make it more simple

A: (SS) Offer more assistance to units. We get 90% of our help from our departmental IT staff who are chronically overworked and don’t have enough time to assist us. More staffing and resources to them. Especially as mandates for more security increase.



A: (SS) Remind by email what services are provided. Be more courteous and prompt about fulfilling requested service.

A: (SS) Staff could be more knowledgeable about complex issues.

A: (SS) Web interface of the axess.stanford.edu is a disaster. It’s outdated, ugly, UI is below even an amateur level. Browser compatibility very poor. Important controls on the forms are cropped by the browser and cannot even be viewed properly.

A: (SS) Withing the BI environment, although we have entered many tickets to the A.S team, the turn around time is pretty slow. It would be great to staff up more experienced people to help us fix issues or implement enhancements.

A: (SD) Respond more quickly when computers need to be ordered. It took days when we ran the service through the Department, now takes over a month. I just received a laptop battery today that I ordered 4 months ago. I don’t even have that laptop anymore.

A: (D) (1) IT personnel (ESPECIALLY those assigned to the GSB) need to actually READ the information in our help tickets, contact the user to schedule (or at least provide a general idea) of when service will be provided, and BE PROACTIVE AND THOROUGH. In our office, we consistently have to remind the IT staff of the information we already provided in the ticket, stop/correct them when they doing the wrong thing, and remind them to make sure we are not losing programs/bookmarks/etc. The lack of attention to detail is STAGGERING to us. We frequently have to initiate requests to get things “fixed” that were messed up from the last time they were here “fixing” something else. Very frustrating. (2) Follow up on our service requests in a timely manner, both in-progress requests and after they have been closed. I had a ticket open for 6 weeks, during which time I requested an update using ALL the methods I know of: help ticket note, phone (5-HELP), email, chat, and face-to-face using the walk-up service. It took all these repeated requests for help and six weeks before someone came to my office to help. (And he messed some things up when he was actually here, which I asked for help again, and they still have not been fixed.) (3) The customer service approach that seems to be consistent with the university IT personnel needs to translate to the local, on-site GSB IT personnel. I have had reasonably positive (and professional) experiences when I get a hold of someone at the “main IT office” but when our on-site people actually come to get their hands on the devices, it is amateur hour. Every time.

A: (D) Relax the IT security policies - most devices connected to the networks here don’t need to be treated as having sensitive information on them.

A: (NR) Put some real content in the service outage e-mails. While it is understandable that the notice that a service is down or may be down could well be vague as the cause is unknown, it would frequently be useful, after service is restored, to have some information about the problem and the fix as this would be useful to have in the back of one’s mind for the future. At the moment, the vast majority of notices contain little or no information.

A: (NR) Update systems



Q53. What IT support or service do you need that Stanford is not providing you?


F: (VS) Everything seems to work just fine.

F: (VS) I am happy with IT service

F: (VS) I’m not yet sure if Box allows me to share documents with collaborators outside of Stanford (I am just making the transition from dropbox to Box recently) -- if not, I will continue to use Dropbox for that purpose. Another issue with Box is the maximum file size (around 15 Gb, I think). Some of my datasets are larger than this, so I cannot use Box as the sole raw data repository for my research group, as I wish I could. Also, video conferencing with Zoom is not great. I preferred bluejeans.

F: (VS) It is sometimes confusing which Box we have and how to log in to them. The desktop icon doesn’t always sync with University box.

F: (VS) It would be great if there were a place online I could go and get information on the latest information on the best performing operating systems for laptops and desktops. A kiosk that I could answer questions and suggestions for the best computing system that would meet my needs would be terrific.

F: (VS) See above. TIMELINESS. Don’t get rid of desk phones. It’s the only decent connection that I have and I think it’s absolutely vital to have separation between a phone number for personal phone calls and a phone number for work calls.

F: (VS) Sometimes hard to keep up with registering new devices (including cables) to remain fully in compliance with Stanford IT.

F: (VS) Training of faculty to use tools; we do not have STAP funds and we receive no training from our Departments

F: (S) better options for file transfer with non-Stanford colleagues

F: (S) Connect the Apple Watch to cell service

F: (S) Getting my apple calendar program to work with incoming *.ics files reliably. I have filed (and you have closed) several tickets on this, and really it is not solved. I’m sure it’s someone else’s fault (apple, Microsoft, etc...) but I suffer and I’m trying to do my job and so it is kind of Stanford’s job to fix. SORRY

F: (S) help Medicine Box be more mobile friendly Wifi spotty during transitions -- but may be the phone that’s the problem helpSU is ok but not sure how to make it better -- would like to just call and be connected if I need help instead of waiting

F: (S) I LIVE ON CAMPUS AND IT WOULD BE VERY HELPFUL TO HAVE IT SUPPORT COME TO HOME SINCE I WORK ON EPIC ,ETC EVERY DAY VIA VPN NEED HELP WITH SUCH ISSUES AS CONNECTING MY HOME LAPTOP TO MY FAX SO I CAN PRINT OUT ECGS FOR WORK ETC

F: (S) I would appreciate help with designing online surveys and experiments

F: (S) someone I can just walk over to and ask questions, in the same building (not expecting this to happen, under-stand why not possible, just saying)

F: (S) The website tool uses drupal. Anytime there is an upgrade, the website needs to be rebuilt. This is a big disin-centive to use it.



F: (S) This is probably a university (not hospital) IT survey. Nevertheless, for hospital, we (pathology) have knowl-edgeable and helpful IT people, but they are vastly overworked and understaffed. We have been unable to get simple small but necessary changes relevant to clinical cancer reporting templates made over time; until there is ‘crisis’ need for conversion to new worksheets function with mandated AJCC staging updates (happening now). One of the initia-tives is to convert our work to all digital in the longer term (virtual pathology slides). With the speed of the network and vast understaffing in IT, I can’t imagine this being a viable model without earth-shattering changes. If we go virtual, we need IT support and it needs to be sustained.

F: (SS) Comprehensive updating of programs that are on client machines. Seems like there should be some kind of inventory system that shows when updates are needed (e.g., EndNote, Outlook, etc) just like when old OS are no longer supported or when passwords need to be changed.

F: (SS) Individual desktop support in person. I can’t brink a desktop machine to the library.

F: (SS) Research computing help - like the Research Analytics Consultant at Stanford Graduate School of Business

F: (SS) Sometime when you call they will say it’s a university issue, a hospital issue or a school of medicine issue and the issue does not get resolved and you end up calling all three. Everyone needs to talk to another

F: (SS) Wifi in my office ....

F: (SD) Cloud encrypted version of dropbox. Access to all google services for everyone (not just students).

F: (SD) Generally it’s OK.

F: (SD) Personal support by a professional who knows your needs, knows your setup and is consistent. Not the call center mentality like it has deteriorated to.

F: (SD) See above. I am often frustrated by the quality of IT support.

F: (SD) Stanford IT does not provide support for certain computer-related issues. For example, my Time Machine was not syncing properly with my MacBook laptop, and they would only refer me to an Apple store. Since I use my computer for work, it would seem reasonable that Stanford IT would support all work-related issues.

F: (SD) We used to have a departmental person that would come to my office and help, but they weren’t usually able to help and I would have to solve things myself. Now that they are gone I do not have time to walk somewhere and wait for service. As faculty, it would be great to have a competent person who could come help.

F: (D) Computer support, both for desktop and laptops, is patchy at best. If you are lucky, you may get an awesome technician- but often times, it seems they don’t know much more than you do. My current desktop was bought by Stanford, using IRT recommendations, all I did is provide input as to what I needed. Within weeks it was crashing on an hourly basis, a month and a half later it had been rebuilt 3 times. On June 2017 I had to take it in one last time and was kept by IRT for 3 days. By the time I got it back home a few of the originally installed programs were missing. Today, 3 months later I am experiencing many of the same problems I was experiencing last June. I don’t know how I got here again. I have not installed or deleted any programs or applications, nothing that is not part of the usual IRT scheduled functions. I can’t even do Windows Update, use PDF, and often I can’t even open PPP or Word files- you know, basic computing functions. Nothing fancy.

F: (D) not sure what it isproviding

F: (VD) Telephone. Reliable email access

F: (NR) I need integration between Stanford, SOM, hospital, and departmental IT needs

F: (NR) When I get a new laptop, it takes me two days to install all of my programs and restore files etc. I would love it if there was a service that would do this for me (while I focus on my work!)

G: (VS) A decent email service



G: (VS) I don’t know. I use google documents, dropbox, etc on my own.

G: (VS) I have everything I need, great service overall

G: (VS) MATLAB and Mathematica!! The only reason this is not brought up not as often as people need those software is because most graduate students use licenses from their undergraduate institutions

G: (VS) Nothing that I can think of off the top of my head!

G: (S) Ability to set up wireless printers/smart TVs/etc in graduate housing

G: (S) An introductory course that gives an overview of available IT services and how to use them. It took me a lot of time to learn what services are available by hearing from others and searching when I really needed them, so I missed chances to use IT services a lot.

G: (S) Faster wifi. Plus more coverage of wifi.

G: (S) Guidance on buying computers, software, hard drives, etc

G: (S) Guidance on how best to back up and store research data.

G: (S) I’m not sure if this is the right place for this, but I think Axess should be improved. The layout could be clearer more intuitive. It also tends to take a long time to load.

G: (SS) Gmail

G: (SS) Gmail/google calendar/google drive

G: (SS) Training and communicating services to students.

G: (SD) I need to put new RAM in my computer and I don’t know where to go for help

G: (D) A IT desk to call or visit.

G: (D) Less intrusive security practices. Email that doesn’t suck.

U: (VS) A way for professors to ensure that students aren’t using laptops in a distracting and unproductive way: a virtual environment in which a note taking and pdf viewing feature is built in and orofesors can see when students are not immersed in the platform. A very optional idea

U: (VS) Google calendar in my Stanford g suite.

U: (VS) I think free classes on things like R, Stata, and/or Photoshop would be nice.

U: (VS) I think Stanford provides all necessary IT services.

U: (VS) proper port forwarding

U: (S) Easier network registration

U: (S) gmail..........

U: (S) How to access our online personal document storage

U: (S) I would like free student licenses to some products; I’ve heard that other schools get free temporary Creative Cloud licenses, and it would also be nice to get free MatLab.

U: (S) IT is not visible to the undergraduate community. It might be nice if information about Stanford IT could be given to new undergraduates so that they would be aware of the resources available to them.

U: (S) More security awareness/trainings for students



U: (S) Not switching to google.

U: (S) Stronger WiFi connection

U: (S) Synced calendar app for all departments, school events, meeting requests, etc.

U: (SS) Improved responsivity to requests about slow wi-fi speeds

U: (SS) More outreach from RCCs on connectivity problems...

U: (SS) More widespread WiFi throughout the dorms

U: (SD) You need to train your RCCs much better.

U: (D) I had a question about security usage on my computer that took forever to get solved because of unclear direc-tions that seemed to have changed over the course of a few weeks

U: (NR) I really have no idea because what services are being provided by Stanford right now?

A: (VS) Better WIFI, better cell reception

A: (VS) I am beginning to work remotely, so I will let you know.

A: (VS) Training during orientation for in depth things like email/phone/calendar use

A: (VS) We wouldn’t mind a designated Tech for our area - maybe to spend the day and take care of things once a week or so.

A: (S) A more efficient and effective email client, hosted on my desktop, would be valuable.

A: (S) A way to contact IT when the computer is down. Discouraging when the phone message keeps reminding you that you can get what you need via web when the problem is you cannot access the computer.

A: (S) can’t think of any offhand

A: (S) Consulting services as my group picks us new technologies and software. What are our options? What inte-grates well with other Stanford tools?

A: (S) Education on tools that may be of benefit to our work.

A: (S) Ergonomics

A: (S) Having a better system for purchasing computer devices from IT.

A: (S) I am okay with present set up.

A: (S) Just seems like not all the people know what is and isn’t available, such as via site licenses. This creates unneces-sary confusion.

A: (S) Our IT people are great at Hoover, so everything I’ve asked for I’ve gotten help with, no problem. No com-plaints there at all.

A: (S) Setting up new computer

A: (S) Training on how to use Box and google docs. Each time I tried to use the box, there was an issue recognizing me on University side vs Medicine side and I do not even use it since it requires extra steps and clicks to get to it.

A: (SS) answers. I have had a blue screen issue with my laptop which has been going on for at least a year. unfortu-nately reason for occurrence was not found after several sessions with IT trouble-shooter. So now just documenting blue screen occurrences guess just for the sake of keeping me “sane”



A: (SS) As I mentioned above almost everything happens through our departmental IT staff who are pressed for time. They transfer IT work to us (in the form of the “expert partner” program) which is burdensome in light of our other responsibilities. Given the ever increasing security requirements as well as other required updates this takes up a lot of our time.

A: (SS) Better email system

A: (SS) Cloud Dev/Ops

A: (SS) I think more clear instructions or communication from the main IT department when customers submitting orders/request

A: (SS) More help with which Word to use or subscribe it. This is very confusing.

A: (SS) software problem and availability

A: (SD) Nothing, just need faster service. I don’t think this survey covers reporting, but it’s worth noting that OBI doesn’t work as well as ReportMart3 or Business Objects for large Departments. This affects a lot of people.

A: (D) A better/clearer way to request help using the online system. The new system has “request info” or “get help” options, splitting into two types of help. It is very confusing which one of these I actually need, and how to get them. I end up using the search bar and fumbling through to find what I need, and sometimes I don’t find what I need at all.



Q54. If you were to imagine IT at Stanford five years from now, what new or improved services do you think will be needed to meet the needs of (faculty/student/staff)?


F: (VS) Better video conferencing facility in meeting rooms and auditoriums.

F: (VS) computing large data

F: (VS) Easier contact. I never know where to go to complete an IT request, and I waste time trying to find emails or links. Easy access.

F: (VS) Ha! I’m not that kind of visionary! Secure wireless for everything that won’t be hacked, easier authentication that is secure (two step with duo, while fast, is still a pain).

F: (VS) Hard to project since the technology will probably bear little resemblance to what we have now.

F: (VS) higher bandwidth

F: (VS) I imagine reliance on IT services will keep increasing.

F: (VS) I think that the speed of internet connections will need to be greater, especially in residential spaces, to keep pace with more bulky content.

F: (VS) I won’t be here

F: (VS) It would be great if I could type in my issue, and then possible solutions could guide me to fix the problem--many of the issues require technical knowledge and easy to follow steps to resolve that could be programmed into an online self-help system.

F: (VS) Keep up the good work Save people time More on line video tutorials rethink of the security -- how about fingerprint and eye recognition inside of endless typing

F: (VS) Need to be able to access hospital Epic directly on SOM computers (not through web). With new CAM building it will be critical to optimize computer services, be able to stream video from hospital (for example watch surgeries), etc.

F: (VS) the level of service we receive now should be maintained

F: (VS) We will continue to have larger and larger datasets that we need to access and modify collaboratively. Having a free place to do that -- like Box but for increasingly large files -- will be increasingly important.

F: (S) ADMINISTRATIVE help managing calendar etc LESS burden of double authentication

F: (S) Conference room interfaces with other universities for conferences; attend meetings online. Make sure 500 Parnsssus integrates seamlessly with existent medical school and hospital

F: (S) Continue to add services as new technology becomes available and becomes popular, eg continue to determine what platforms are useful to Stanford faculty

F: (S) Epic needs an overhaul. The current notes coming out of Stanford are embarrassing. Cut and paste, old/inaccu-rate data. And the MYTH that the auto-populate fields are the “single source of truth” when they are often wrong is bad medicine. Any and all “autopopulate” fields should be in readable text, not ugly spreadsheet like boxes. For examples, use .vs versus .vsp There should be prose entries that are readable, take up less space, etc. These notes that force the reader to “drop down” to see the entry are bad medicine because data is hidden. What are people thinking when they design this??? Ugly, inaccurate, not safe, space wasting, non-communicative. That’s what Stanford’s Epic notes are.



F: (S) everything we have now, just some things need to be smoother (the things I already mentioned, Box, email, online collaboration tools in general)

F: (S) I would add dropbox as a service for the university.

F: (S) MORE INTEGRATION WITH HOME SYSTEMS SINCE EVERYONE USES THEM

F: (S) More space for email and ways to access email when flying

F: (S) Repeated from prior question, also hospital: One of the initiatives is to convert our work to all digital in the longer term (virtual pathology slides). With the speed of the network and vast understaffing in IT, I can’t imagine this being a viable model without earth-shattering changes. If we go virtual, we need IT support and it needs to be sus-tained.

F: (S) somewhat more integration of IT services with research possibilities with big data.

F: (S) WiFi available throughout campus (outside). Faster speeds.

F: (SS) Faster, more reliable, universal networking with minimal security hassles.

F: (SS) I love and use the Tech Bar at Lane library a few times a year and it is excellent - knowledgeable, fast, easy. They get me up and running in no time. I would love to see more of those around the med school.

F: (SS) I very much like the availability of various software tools. This strikes me as an excellent service to faculty.

F: (SS) It needs to support mobile devices too because it is what the providers are using. telemedicine help

F: (SS) It would be good if EVERYONE could agree to use the same calendaring tool. As it is right now, we are all scheduling joint meetings through Doodle, which wastes everyone’s time. Ideally, everyone should use the same calendar tool so we can simply see each other’s availability and schedule meetings without having to go through a 3rd party like Doodle (and multiple email rounds).

F: (SS) Make the integration of mobile technology in teaching much more seamless.

F: (SS) More locally assigned support personnel (e.g., regional assigned task force for faster deployment to help fix urgent issues). More bandwidth. More big data storage. More cloud access.

F: (SS) Research computing assistance.

F: (SD) Better and easier access to videoconferencing, better cell coverage, get rid of the current Stanford email system.

F: (SD) Much faster internet speed

F: (SD) Personalize it more.

F: (SD) Wifi needs to be improved across campus.

F: (D) First, when we call in we will be in touch with truly knowledgeable technicians; second, if they cant handle the problem, you will be immediately be forwarded to the next level up, rather than be promised that someone is going to call you back, which may never happen, may not happen in a timely basis, or happens at the most inopportune time; third, given that we on the SoM side work really long hours and usually don’t get to our computers until the end of the day and that’s when we discover that there is a problem or that is when our systems crash, it would be ideal if we have 24/7 IRT support.

F: (VD) I would start from scratch and rebuild it with effective security that is as unobtrusive as possible.

F: (NR) As software issues get more and more complex, I think we will need deeper and broader experience in the IT department in order to keep things moving efficiently. For example, with my most recent problem, I had spent an hour or so on google researching the issue before visiting IT. It would have been great if the IT person already knew as much as I did. This may be dreaming too much, I don’t know...



F: (NR) Easy access, easy function, easy to get to alive person-to-person help (not outsourced).

G: (VS) A decent email service

G: (VS) As long as the network speeds remain the same or increase, I don’t think any major changes are required

G: (VS) MATLAB and Mathematica!!

G: (VS) Maybe more integration with wearables and whatever newer technologies rise to the fore in 2022.

G: (VS) More collaboration platforms. Zoom is a vast improvement from BlueJeans; I TA a global teamwork course and we use webconferencing daily. We were paying to use GoToMeeting because BlueJeans was not good enough, but have now transitioned into Zoom which fulfills our current needs. We also use Nureva’s Span, which is a great platform for collaboration. Also, an interesting issue to address is what are the best platforms for sharing data and communicating with students within courses. For different classes I’ve used: Canvas, Piazza, Slack, Google Docs, Box, Facebook, Twitter and individual course websites (especially for CS courses). It can get confusing when you are taking many courses, and have to constantly check too many different platforms. Also, several classes use Google Calendar to specify office hours, but with the Stanford Google docs access we don’t have the calendar feature so we could import them easily. (Plus I prefer the Google calendar to the Outlook one).N

G: (VS) More streamlined registration procedures for computers. Also, it seems kind of sketchy that I have to give backdoor access to my personal computer to Stanford to modify it in order to access the network (bigfix)...

G: (VS) room booking services, finding shared appointment times (Doodle), real time or at least predicted on-campus traffic we can leave texting to slack/hangouts/fb messenger/sms

G: (VS) WiFi everywhere (inside and outside)

G: (S) An easier method than 2-step authentication.

G: (S) Free, easy to access and unlimited cloud storage and a back-up system (Stanford Earth uses CrashPlan) for everyone

G: (S) I don’t know if this is covered by the IT department, but a mobile app for Axess would be perfect, so we don’t need to log in Axess through webpage.

G: (S) I imagine I will visit the in person help. I’m glad to know there is an IT helper in my department once or twice a week

G: (S) Improve the speed of the wifi

G: (S) More affordable printing services/a waiver system. Simpler wifi onboarding

G: (S) More powerful clusters, data storage systems, access to tools like IFTTT, gmail etc

G: (S) Recorded classes for remote learning

G: (SS) Better cloud system (that includes collaboration more than just word documents) A mor universal chatting service between Stanford affiliates (like a global slack)

G: (SS) Gmail

G: (SS) I imagine an IT app with all the information related to IT for the Stanford community.

G: (SS) more consulting services for web design etc

G: (SD) Better WiFi

G: (D) Ones and zeros are cool, but I think we’ll need to remember IT is also about helping people, often individually.

G: (NR) use finger print scanner instead of ID card



U: (VS) As much integration as possible between canvas/ email/ google drive/ ms word

U: (VS) Gigabit internet available campus-wide

U: (VS) Increased teaching on how to use the resources available. Even more online resources for productivity.

U: (VS) Unified e-mail service (some are forced to use outlook, while others have the advantage of Stanford’s gmail suite), the Google mail server is amazing--Outlook sucks.

U: (S) A larger staff

U: (S) better stanford visitor wifi

U: (S) Better WiFi, greater integration of collaborative materials.

U: (S) Broader wifi availability even when not close to buildings would be awesome.

U: (S) consolidating email and other applications (i.e. making everything google or everything outlook)

U: (S) Expanded WiFi reach in outdoor areas of campus

U: (S) Gmail instead of outlook.

U: (S) Having it be on google.

U: (S) higher security?

U: (S) IT seems to be functioning really well so it is hard to say what will need to be improved, but I would say maybe offering a way to download a Stanford security app for the iPhone/mobile devices like we downloaded for our laptop just to ensure security on mobile devices as well.

U: (S) Maybe VR, hard to say

U: (S) More accessible WiFi (basement of Norcliffe)

U: (S) More Stanford Gmail functionality Easier network registration and switching

U: (S) Phishing training for students, not just Stanford officials

U: (SS) Gigabit wifi speeds and slightly more intuitive website design

U: (SD) Faster Stanford Residences wifi, better RCCs

U: (NR) I think switching away from outlook for webmail would be nice. I don’t know anyone that prefers it.

U: (NR) Just as I said before, to answer this question I’d have to know what is offered now, and I am entirely unfamil-iar with what IT does at Stanford

A: (VS) A continued emphasis on technologies and training for those technologies to enable working remote.

A: (VS) Better wifi, better cell reception, more security fairs type information presentations

A: (VS) More IT members to accommodate the growing population of the university

A: (VS) Training during orientation for in depth things like email/phone/calendar use

A: (VS) Video availability for all computers, especially as remote workers are increasing.

A: (S) a docking station for your cell phone on your desk that would power your phone and drive a dummy desk phone or phone app on your computer

A: (S) A website for purchasing items through our IT staff. A faster way of connecting to IT. Having a few people des-ignated to our building that we can contact directly that are familiar with our departments.



A: (S) Availability of IT support. For example, less wait time

A: (S) better cell service in buildings on campus

A: (S) built in room conferencing systems

A: (S) Data storage and archiving services is a huge, looming problem. If everything is digital, electronic files that aren’t well-organized and preserved now (that is, most of what is digital and online right now) are going to be lost in five years. Stanford should be leading the way to better archival systems.

A: (S) Each department will have a dedicated IT person for their respective office or sub-division

A: (S) Easier interface and usability

A: (S) Faster and reliable video conferencing services.

A: (S) I think the number of IT staff available will need to be increased as more computer-related services will be used.

A: (S) I’d probably want a personal IT concierge! Because by then goodness knows what the IT landscape might look like -- five years is an awfully long time in tech.

A: (S) iphones for staff! also for those who work at home remotely 2 days a week i wish stanford provided us with monitors/setup because we’re using our own money to purchase our setup.

A: (S) IT issues become an occasion for training that is seamless to the help experience and promote an integrated understanding of the tools we are all using.

A: (S) It needs to be less convoluted. Too many competing systems, changes, enhancements, initiatives usually hap-pening too close together. A team approach is often assumed. There is only one person on my “team”--me.

A: (S) More face to face - less impersonal contact.

A: (S) More like a hub and spread out. Maybe IT pros stationed in our dept or central locations on campus for help desk Qs

A: (S) My honest opinion, if most of our questions, inquiries and concern on technicalities can be found in all applica-tions HELP and customer services, I would say that younger generations including faculty will no longer need an IT person.

A: (S) remote working will be more prevalent so need to provide tools for collaborative work when not in the same room

A: (S) Something to make us get up and walk away from our desk and take breaks, instead of being glued to our desks trying to get through projects, emails, etc.

A: (S) Texting capability from cell phone to report a problem to IT when computer is unavailable with a response and timeline to receive a reply.

A: (S) Use of applications that are more universal or can connect more effectively with each other ( eg: Calendars, Email etc)

A: (SS) Better onboarding/training of the many systems & programs that Stanford uses. It’s a little overwhelming the first 6 months. Maybe streamline some of the platforms or systems so that they interface better and we don’t have to open a different program for every single different task we have to do.

A: (SS) better response time, better feedback, & hopefully quicker answers to ones troubleshooting questions =) Yes, I know, that is in a perfect world.

A: (SS) Data analysis, business application development.



A: (SS) easier security steps. Box is great but hard to set up.

A: (SS) For now I cannot think of anything but i just realized the information technology page has a live chat and i think this will resolve the issues that I posted earlier. Thank you again for your services!!

A: (SS) I would like to be able to text to a generic phone number with my phone to enter my requests so I can reach out to someone immediately, wherever I am, when I am in need of something. And there will be a response within 1 minute just like when I am reaching out to a friend or co-worker to ask a question via texting.

A: (SS) Intranet among faculty, resident, and staff

A: (SS) More work in unit assisting with IT set up and help. Further centralization is not useful when we are not a centralized university in so many ways.

A: (SS) Stanford version of Dropbox

A: (SD) Faster service would be nice. A switch to Gmail for mail would be nice. Better reporting. Less bells and whistles, and just faster/cleaner reports.

A: (NR) Robust IPv6 networking across campus

2017 Stanford University IT Client Satisfaction Survey • Appendix B - The Survey Instrument | App-B1


Appendix BThe Survey Instrument

App-B2 | Appendix B - The Survey Instrument • 2017 Stanford University IT Client Satisfaction Survey








































Documents

University IT - uit.stanford.edu · 16/02/2018 · 2017 Stanford University IT Client Satisfaction Survey • Introduction | a1 MOR Associates, Inc. Introduction This report provides