Listening, Learning and Looking Ahead: IT Updates for Employees

In the past academic year, the Division of Information Technology has much to reflect on – from system and Wi-Fi upgrades to expanded services and new tools to support teaching, learning and operations. But among all we’ve accomplished, one of the most valuable efforts was listening to you.

This spring, Information Technology conducted the MISO IT Customer Satisfaction Survey to better understand how our technology services are supporting faculty, staff and students. With nearly 1,300 responses across all groups, the feedback was both candid and constructive – and we’re grateful for every voice that contributed.

As a team, we are now reviewing the results and identifying areas where we can make meaningful improvements in the year ahead and beyond. While we’ll share more about our action plans in early fall, we wanted to take a moment to spotlight the following five findings that may be of particular interest to faculty and staff.

Technology in the Classrooms and Meeting Rooms Matters

When asked, “How much does technology (used in courses and classrooms) contribute to the achievement of your teaching goals?” both faculty and students rated it as a strong contributor, with average scores of 3.84 and 3.72 out of 4, respectively. This underscores the importance of continued investment in tools that modernize the space and our learning management system (OAKS) while seamlessly integrated and easy to use.

Office Phones: One Size Doesn’t Fit All

Survey results show that faculty rarely use their office phones, while staff rely on them heavily. This insight is helping guide thoughtful planning around softphone transitions, ensuring that any changes meet people where they are and reflect how they actually work.

Opportunities for Growth

The survey also revealed areas where we can do better – especially in improving awareness of available services, enhancing communication, improving classroom support and increasing responsiveness to student needs.

Need for Input and Feedback

Survey feedback made it clear that our campus community values the opportunity to provide input on technology decisions and share feedback on how systems are working. This has been a key consideration in our search for a new CIO, and we are committed to establishing groups or committees to ensure that this input is welcomed and acted upon.

Service Desk and ERP Staff Shine

Across all groups, the Service Desk and Enterprise Resource Planning support teams received high marks for friendliness, knowledge and reliability. Staff in particular rated these services exceptionally well, with friendliness scoring 3.89 out of 4, and 3.78 on reliability, being knowledgeable and responsiveness.

What’s Next

We’re using your feedback to shape our priorities for the coming year. From refining training formats to enhancing service visibility and responsiveness, your input is guiding our path forward. In the coming months, the MISO IT Customer Satisfaction Survey Results Hub site will feature the raw survey data, a summary report and IT goals shaped by the results – along with updates on our progress.

In the meantime, thank you for your participation – and for helping us build a more responsive, effective and inclusive IT environment.