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6%Complete2022 StudentSatisfactionDiagnosticProgramPrepared forWestern University ofHealth SciencesIT Team
General OverviewEnd User DiagnosticWestern University of Health Sciences258 RespondentsBusinessEnablementTop Departments96%IT "How satisfied are you with IT's ability to communicate with you regarding theCommunications information you need to perform effectively as a student?""How satisfied are you with IT's ability to enable the universityto meet its overarching goals?"Bottom Departments89%89%80%84%86%OverallSatisfactionwith ITCollege ofPodiatricMedicineIT ServicesCollege ofOptometryCollege ofOsteopathicMedicine ofthe PacificCollege ofGraduateNursingCollege ofPharmacy"How satisfied are you that the services provided by IT enable you toperform as a student?"Top Departments97%College ofVeterinaryMedicine91%College ofHealthSciencesBottom Departments90%College ofDentalMedicine81%College ofVeterinaryMedicine83%87%College ofOsteopathicMedicine ofthe PacificCollege ofPharmacy89%87%3.0%vs Last yr.3.0%vs Last yr.3.0%vs Last yr.4.0%vs Last yr.88%87%IT SERVICESAPPLICATIONSSUITEDifferent colleges(depts.) have varyingdemands from and reliance on IT. Overallsatisfaction and satisfaction by collegeshows what areas of IT need to beaddressed most.PromotersLoyal enthusiasts of IT.NeutralSatisfied Stakeholders that are unenthusiastic about IT.DetractorsUnhappy stakeholders who can damage your reputation.96%93%91%83%84%87%College ofGraduateNursingCollege ofHealthSciencesCollege ofDentalMedicineCollege ofOsteopathicMedicine ofthe PacificCollege ofVeterinaryMedicineCollege ofPharmacySuite ofApplications"How satisfied are you that the suite of applications you have is theappropriate set for enabling you to meet your academic needs?"Top DepartmentsBottom Departments97%93%91%81%85%85%College ofGraduateNursingCollege ofHealthSciencesCollege ofOptometryCollege ofOsteopathicMedicine ofthe PacificCollege ofVeterinaryMedicineCollege ofPharmacyerUsdn rtt E poNe SupOverall Support for ITIT Support Breakdown provides an at a glance view of end user sentiment infour key areas of IT, based on the percent of users that fall into threeimportant categories:Bottom ge ofGraduateNursingTop Departmentsedar trtpom asppSu core Co to L arSYeBusiness Enablement70%7.0%IT Communications76%7.0%IT Support BreakdownSupporters(Scored 8 - 10)NeutralIT Services73%6.0%Suite of Applications73%14.0%(Scored 7)Detractors(Scored 1 - 6)Page 2 of 20%Supporters - %Detractors
Business & IT Communications OverviewEnd User DiagnosticWestern University of Health Sciences258 RespondentserUsdn rtt E poNe SupBusiness EnablementSupportCompany Innovation54%11.0%IT Agility67%21.0%Department e are many facets of IT-Business alignment thatmay lower opinion of IT. This begins with listening toend users and should enable a culture of continuousevolution and innovation.87%3%edtar tporpm aspSu core Co to L arSYeIT Support BreakdownSupporters(Scored 8 - 10)vs Last YearrseUnd rtt E ppoeuN SIT CommunicationsSupportIT COMMUNICATIONSCommunications can involve various levels ofinformation. Many communicate low levels issueswell but should focus on evangelizing IT's vision.89%edar trtpom asppSu core Co to L arSYeTraining72%14.0%Feedback (Scored 7)Detractors(Scored 1 - 6)%Supporters - %Detractorsvs Last YearEnablement & Comms.by SeniorityEnsure that end users at all levels agree on what works and what doesn't.Groups that differ from the norm should be targeted for improvement orevangelism.SaCompany InnovationIT ack ReceptivityProfessionalismLook beyond the averages to see the range of satisfaction rates and address keyproblem areas.Most Satisfied DepartmentsntiocfatisEnablement & Comms.by nt LineSatisfactionemNat.Sa reoSc--%--%--%--%--%--%82%--%College of Graduate Nursing 93%College of VeterinaryMedicine78%College of OsteopathicMedicine of the Pacific74%85%--%--%--%--%--%--%85%--%College of Graduate NursingCollege of VeterinaryMedicine81%College of OsteopathicMedicine of the Pacific81%84%--%--%--%--%--%--%84%--%College of Graduate Nursing 93%College of OsteopathicMedicine of the Pacific81%College of llege of Graduate Nursing 96%College of PodiatricMedicine85%College of llege of Graduate NursingCollege of PodiatricMedicine86%College of OsteopathicMedicine of the Pacific84%93%--%--%--%--%--%--%93%--%College of Graduate Nursing 98%College of Optometry91%College of OsteopathicMedicine of the Pacific90%80%80%84%85%Last YearSatisfactionManagerLeast Satisfied Departmentst.eSa reamoNcS82%79%92%Directort.Sa reoSc/vs company avg.Page 3 of 2095%95%
Services OverviewEnd User DiagnosticWestern University of Health Sciences258 Respondents/reCore Servicesby Seniority88%3%vs Last YearEnd users functioning indifferent roles within theorganization place importanceon different core services.Improvement should addressboth the right services and theright users.ExecutiveDirectorStudents/Front nImportanceRankPolicies--% --%----% --%----% --%--90% --%6 th --Service Desk Effectiveness--% --%----% --%----% --%--89% --%3 rd --Service Desk Timeliness--% --%----% --%----% --%--89% --%5 th --Analytics & Reports--% --%----% --%----% --%--88% --%7 th --Application Suite--% --%----% --%----% --%--87% --%4 th --Devices--% --%----% --%----% --%--86% --%2 nd --Network--% --%----% --%----% --%--85% --%1 st --CoIT SERVICESesvicrSevs company avg.IT Services Satisfaction SupportThe core services of IT are important when determining what ITshould focus on. The most important services with the lowestsatisfaction offer the largest area of improvement for IT to drivebusiness value.rCoreeSesncrta gop inIm Ratevicsrsu arVe t YesLaPolicies6 th7 th1Service Desk Effectiveness3 rd3 rd--Service Desk Timeliness5 th4 th1Analytics & Reports7 th6 th1Application Suite4 th5 th1Devices2 nd2 nd--Network1 st1 st--Core Servicesby DepartmentsMost Satisfied DepartmentsntioeacisftSaLook beyond the averages to see the range of satisfaction rates and address key problemareas.mNa82%84%84%80%83%80%78%t.Sa reoScemNaLeast Satisfied Departmentst.eSa reamoNcSt.Sa reoSc90%College of Graduate Nursing 98%College of VeterinaryMedicine86%College of Pharmacy86%89%College of Graduate NursingCollege of VeterinaryMedicine86%College of OsteopathicMedicine of the Pacific84%89%College of Graduate Nursing 97%College of OsteopathicMedicine of the Pacific86%College of VeterinaryMedicine83%88%College of Graduate NursingCollege of OsteopathicMedicine of the Pacific84%College of VeterinaryMedicine83%87%College of Graduate Nursing 97%College of Pharmacy85%College of OsteopathicMedicine of the Pacific81%86%College of Graduate NursingCollege of Dental Medicine81%College of VeterinaryMedicine79%85%College of Graduate Nursing 94%College of Pharmacy83%College of VeterinaryMedicine76%Last YearPage 4 of 2098%94%93%
End User Satisfaction Survey Benchmark ReportWestern University of Health SciencesPrepared ForThe below peers come from Colleges, Universities, and Professional Schools. In total there are 13 organizations in your peer group.DEFINITIONSMin: The minimum observed value from your set of peers.Peers: The average value from your set of peers.Median: The value where 50% of the peers fall above and 50% of the peers fall below the value.Max: The maximum observed value from your set of peers.Sector/Subsector/Industry Group: These classification structures are based on the North American Industry Classification System (NAICS) 2012.SectorEducational Services - (33)SubsectorCore ServicesEducational Services - (33)Colleges, Universities, and Professional Schools - (13)IndustryGroupEnd User Satisfaction and Support ScoresYour Score PeersSatisfaction Summary PeersMinMedianMaxSupport SummaryYour Score Peers PeersBusiness Enablement87%76%11%65%73%90%70%32%38%IT Communications89%77%12%66%76%91%76%39%37%IT Services88%78%10%67%75%92%73%41%32%Applications Suite87%78%9%69%78%91%73%44%29%Company Innovation82%72%10%61%69%87%54%18%36%IT Agility85%72%13%61%68%91%67%20%47%Dept. Tech. %15%60%71%87%72%21%51%Feedback ism93%86%7%72%85%96%85%69%16%Core ServicesYour Score PeersSatisfaction Summary PeersMinMedianMaxImportance SummaryYour Rank Peers PeersService Desk Effectiveness89%78%11%65%77%92%34-1Service Desk 76%87%110Devices86%75%11%64%74%88%220Analytics & 72%83%660Applications Suite87%78%9%69%78%91%45-1
WesternU IT Survey Response*5 SFMJFT PO DVTUPNFS GFFECBDL GPS HVJEBODF JO PVS TUSBUFHJD QMBOT GPS UIF VQDPNJOH ZFBS CZ JEFOUJGZJOH PQQPSUVOJUJFT UP JNQSPWF UIF DVTUPNFS FYQFSJFODF XJUI 6OJWFSTJUZ UFDIOPMPHZ BOE *5 TVQQPSU TFSWJDFT 8IJMF DVTUPNFS TBUJTGBDUJPO XBT HPPE GSPN BO JOUFSOBM QFSTQFDUJWF and great JO DPNQBSJTPO UP PUIFS IJHIFS FEVDBUJPO IT survey responses XF VTF UIF GFFECBDL UP FWBMVBUF PQQPSUVOJUJFT GPS JNQSPWFNFOU UP EFMJWFS DPMMBCPSBUJWF JOOPWBUJWF FGGJDJFOU DPTU FGGFDUJWF BOE TFDVSF UFDIOPMPHZ TFSWJDFT JO TVQQPSU PG 6OJWFSTJUZ FYDFMMFODF EFNPOTUSBUJOH B IVNBOJTUJD DVTUPNFS GPDVTFE NJOETFU Overall IT student customer satisfaction rates ranged from 87% to 89%. These ratings were up between 3 - 4% from the most recent student satisfaction survey. The survey results contain responses from a cross-sectionof students including, representation from all colleges (except GCBS) QMVT had responses from students from both campuses and distance education. The survey was administered by an external third party, InfoTechResearch Group. In addition to ensuring anonymity for survey respondents using this standardized survey allows WesternU IT to compare our customer responses to other institutions (pg. 5 benchmark report).These satisfaction ratings are also in line with the individual customer satisfaction feedback survey responses which averaged 97% for the 2021 calendar year.During the 2021 calendar year, IT answered 22,619 HelpDesk support calls and resolved 18,952 technology service tickets in support of education, research and patient care at WesternU. The student portion of thesesupport requests likely informed student responses to this survey. While the overall ratings were all at least 87% satisfied, IT reviewed the feedback for both positive things to maintain and opportunities forimprovement. The top three items OPUFE CZ the student TVSWFZ SFTQPOEFOUT identified through this survey were: WesternU wireless network (WiFi) SFDFJWFE B NFEJBO TDPSF PG BOE BO BWFSBHF PG PVU PG o As part of our ongoing efforts to improve our IT Infrastructure (Network, Phone, Collaboration, and Server Infrastructure), the IT Infrastructure team is currently in transition from legacy network systems toa newunified infrastructure. The team has already migrated 200 servers to a brand-new virtualized environment and is in the process of upgrading all on-premises network equipment including the implementationof a newdata center, core network, and network switches across campus. The team is upgrading the University’s wireless network with new equipment across both campuses. This will provide a new and improvedinfrastructurefor our Faculty, Staff, and Students. Student printing on campus (received a median score of 8 and an average of 7.5 out of 10)o Students identified a few student printing units that were regularly having technical issues. The entire fleet of student printers on the Pomona campus is being replaced with new units this summer. Lebanoncampus printers are newer and not yet scheduled for replacement.o Some students indicated they needed information on how or where to print on campus. Instructions on how to use the student printing system and the locations of printers are available on https://Support.westernu.edu. Additional Apps/Softwareo The decision on which applications are used by students, except University-wide software like Zoom and the MS Office suite including email, are made at the College level. The anonymous commentsregarding applications will be shared with each college.IT supports classroom technology, University-wide software (except Learning Management Systems supported by Online Learning & CETL), application development, HelpDesk/TechSupport, network infrastructureand software/technology training. (Note the University website is maintained and supported by Web and Branding in University Communications.) IT strives to deliver customer-focused value that supports thestudent academic needs and University purposes. We work with the Colleges, Student Representatives and individual customers to provide the necessary service and support for the aforementioned technology. Pleasecontact TechSupport at https://support.westernu.edu or 909-469-5432, if you have any IT support needs or questions regarding our support services.All College/Department-specific anonymous survey responses are being shared with the College during IT Liaison meetings to address any specific areas of need.
Nursing 89% College of Podiatric Medicine 89% College of Optometry 80% College of Osteopathic Medicine of the Pacific 84% College of Veterinary Medicine 86% College of . Network 1st 1st-- 85% Core Services by Seniority End users functioning in different roles within the organization place importance
