what assessment is—and isn’t data what is happening frequency volume information does measure...
TRANSCRIPT
What assessment is—and isn’t
Data• What is happening • Frequency• Volume
Information• Does measure indicate
requirements are met?
Knowledge• Data and information doesn’t
automatically add up to knowledge; that takes insight and understanding
Assessment Presentationby Dr. Tracy Pellett
Executive Director of University Assessment
People without information cannot act. People with information cannot help but act.
Ken Blanchard
Organizations committed to improvement assess to understand…..
• Ways organizations have changed.• Current & future needs of
constituencies.• How well current practices meet needs.• Gaps between results and goals.• Root causes for the gaps.• Types of programs needed to alleviate
gaps
Importance of Assessment
• Can replace hunches with facts• Can identify gaps (current to future)• Helps solve problems instead of
symptoms• Understand impact of processes• Allows targeting of services• Provides information to eliminate
ineffective practices• Ensures best bang for the buck
Information and Technology Services Role
• Assess own processes and products in relation to division goals
• Assist other divisions
Assessment in ITS at MSU
Data/Statistics• Services we provide• Equipment in classrooms
Information• Satisfaction• Efficiency• Effectiveness
Assessment in ITS at MSU
Data we’re collecting• Help Desk tickets• MavPrint usage• ACC room and computer lab usage• Website visits
Surveys that have been taken• Customer support satisfaction• Services awareness• Technology access satisfaction
– Networks– Labs
What people are telling us: studentsMnSCU survey, MSU population, August 2005
• I am a:
What people are telling us: studentsMnSCU survey, MSU population, August 2005
• What best describes your level of IT skill/ability?
What people are telling us: studentsMnSCU survey, MSU population, August 2005
Level of importance:• IT staff availability
Level of satisfaction:• IT staff availability
What people are telling us: students
Level of importance:• IT staff
knowledge andcompetence
Level of satisfaction:• IT staff
knowledge andcompetence
What people are telling us: students
Were the technicians knowledgeable about the issue?
50%
32%
7%
3%3%
5%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
No Answer Given
What people are telling us: students
Level of importance:• Timeliness of responses to
my technology needs by information technology support staff.
Level of satisfaction:• Timeliness of
responses to my technology needs by information technology support staff.
Similar result for “availability of IT support” question
What people are telling us: students
Was your issue resolved in a timely manner?
49%
32%
6%
5%
4%4%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
No Answer Given
What people are telling us: students
Level of importance:• Student access
to the campuscomputer network
Level of satisfaction:• Student access
to the campuscomputer network
What people are telling us: students
Level of importance:• My understanding of the
range of IT services provided to me as a student by my campus
Level of satisfaction:• My understanding of the
range of IT services provided to me as a student by my campus
What people are telling us: students
• I know how to report an IT problem (equipment, application software, etc.) on my campus
What people are telling us: students
• I am aware of student information security policies and responsibilities on my campus
• I am aware of other technology policies (computer lab, usage/downloading, etc.) policies on my campus
What people are telling us: studentsMnSCU survey, MSU population, August 2005
• Desire2Learn meets my educational needs
• My D2L homepage is easy to access and navigate
What people are telling us: students
• Campus-provided email account
What people are telling us: students
• Campus-provided printing services
What people are telling us: students
• Campus Computer Store
What people are telling us: students
• Campus Computer Labs
What people are telling us: students
• Campus Computer Help Desk/Customer SupportOverall how would you rate our Help Desk?
43%
33%
14%
1%
5% 4%
Excellent
Good
OK
Poor
Needs Improvement
No Answer Given
What people are telling us: students
• Wireless campus
What people are telling us: students
• Accessing computer network from campus
What people are telling us: students
• Accessing computer network from home
What people are telling us: students
• Overall, how would you rate your current satisfaction with technology services?
What people are telling us: students
• Has your satisfaction with technology services changed over the past 12 months?
What people are telling us: students
• Overall, how would you rate your current satisfaction with technology equipment?
What people are telling us: students
• Are you able to get the online information or data you need?