CITES Survey - 2004 - Staff Comments from Support Survey

What additional communications or computing support would you like to see CITES offer?

None

More security information such as 'how-to's for securing various platforms, security templates, etc.

usenet & terminal access to email.

I just recently downloaded the MacAfee Virus Scan for my home computer.  When I return to the Cites web store, I can never be sure if I am finding the latest pattern updates for my engine.  Is there a specific place to go when I want to check for updates?

I think CITES needs to get its act together. Anytime I see CITES pop up on a computer at work or in an email I get ready for the headache to start.

None

Continuation of UNIX cluster service and the tools available on it: MH, procmail, gcc, etc.

Since I'm not that computer literate, I really don't know

pro-active network security including kerberos access to all university computer resources

Programs to 'Wipe Clean' for both Windows and MAC

Web page hosting for personal web pages of faculty and staff. I think CITES may offer this, but it is not clear how to use from the web site. Also, it is not clear on the web site how to set up a listserv for a group of employees. Instructions on the web site need to be written clearer and at a level that the average person can understand.

large-format printing

switch management/status on web

Provide space for pernsonal website for UIUC people, alumni and to whom once worked at UIUC, either free or reseasonal charge, would be really great!

Cites and Banner seem to be very time consuming and cumbersome to use and get in the way of normal work. The advertisement of banner and cites seems to be a major component of system use which is an aggravation and should be an ethical concern. The system has caused a loss of business in our area due to the mistakes inherent within the system that remain to be corrected. It is amazing that a university that has such an excellent record in computer and software innovation has adapted the cites/banner system.

Easier password aquisition and passwords that remain consistant throughout all systems. (I have too many of them)

More information on CITES, AITS, NCSA, Housing

More specialized training on CITES Services and commonly used software

Cannot think of any at the moment.

Filter email more aggressively for viruses and spam.  I cannot understand why you can identify a bogus message that has a virus attached, clean the virus, but not consign the message itself to the fifth level of hell.  Why do you have to clog up my inbox by sending it on to me?  I'm wearing out my delete key.

I'd really like it if you kept Unix shell accounts around, it's a great system. 

It is still really helpful to be able to talk to real people when dealing with a technical problem.

Better blocking of junk e-mail. The amount we continue to get is ridiculous.

Not sure

Clarifying #34 - I would use it if I felt the response time was adequate. 

Answering this question - I'd like to see more people being trained for the MOUS test, or the availability of MOUS training/testing.

Better service to CITES from Nextel.  Heck, if ... would return a phone call in less than a month I'd be thrilled.

The CCSP and CITES-TECHSUPPPORT lists are very PC/Mac based.  I'd like to see a list for problems of UNIX admins.

Perhaps a 'live chat' as with the library system.

I really like getting a person in this, 'If you want...(?)push number 1' era that we are living in.

Real virus and spam filtering; dangerous attachment blocking.

Additional wireless nodes

Instant Messenger Support

Not sure

Additional speed on dialup. Never have seen anything over 42.

Wireless access throughout the entire Urbana campus

email

I need the telephone bills that come to my department to list all the expenses that are charged to my department's accounts, not just the ones with telephones that belong to us.  I am, also, anxiously waiting to be able to have activity codes associated with the billing information.  I wouldn't mind having the billings come in electronic format to be able to use in spreadsheet reports or other output. 

UIUC should have a central helpdesk (not just IT) as a clearing house for everything.  People are lost, a major service should be planned and implemented ASAP with a central phone number and e-mail to quickly identify and communicate what resource(s) can address an individual's need(s).  The staff for that service should be experts in nothing else but knowing how to get at resources available at UIUC.  CITES helpdesk and other support units on campus should be part of a helpdesk structure.  Right now we are all just a bunch of island services wasting our time and energy as well as our clients.

email service for family of staff and faculty. Often times the same computer is used by other family members of the staff, and since they have to use other internet providers for their email, there is a higher risk of virus infection and related problems.

I'm not sure if this is the appropriate venue for this complaint, but I am NOT at all excited about switching to CITES Express and NO longer having access to my email account via SSH.

From my experience, WEBMAIL is SLOWER than MOLASSES in WINTER.

From my discussions with students, CITES EXPRESS is SLOWER than Webmail.

When traveling on business, I don't have all day for my email messages to load and reload and to wait for internet hangups and to have to be on-line to compose emails.  Did I mention Webmail is SLOW?  And Frustrating?

The assertion that the University community should embrace CITES Express and give up commercial desktop email applications is arrogant and absurd.

I do hope that CITES will reconsider allowing the University to access email via secure shell technologies.

something that would help walk me through problems  when my computer will not compute ( versus having to talk to someone in INdia at 3 AM which is furnished to me by my serice contract with DELL

I would like see more support for Linux and FreeBSD computers.  The fact that Mac OS X is partially based on FreeBSD should be a good incentive for that.

????

CITES is doing an excellent job.  At this time, I have no suggestions.

one on one assistance

Outlook Exchange

Palm

Would like to be able to obtain information on the cite rather than having to come to the office. I realize that would be hard for security, but it's inconvenient.

Expand choice of site-licensed academic software.

Provide better search options, such as boolean 'and, or, exclude, require' etc.

Get rid of the many obsolete/outdated/nonexistant links.

no comment

Virus filtering for email, it may be there, but I'm still getting viri delviered to my uiuc account

I would like to see the chat portion of the CITES Help Desk extended to 24-hours a day.

Can't think of any.

High speed connections from home?

To have my own website.

more timely communications, either in the way of email or call backs.

N/A

Simplify every thing

Help desk for dial up connections.

When Banner is extremely slow to offer a time when they think it would speed up.

unique network ids across campuses...

Since changing to CITES, the page where you find out if there is an outage or other problem is hard to find.  Maybe an easier to find link to that page.

I would like to see CITES support a wider range of cell phones for UIUC employees, specifically the Treo line from Handspring.

I'd like to see SBC and UIUC setup a proxy for local DSL service to have a faster link (although latency has been pretty decent).

I'm still in the dark about what will happen to my web site that is hosted on the staff cluster. It isn't clear to me if I will be able to maintain it the way I currently am, via SSH. Learning something new isn't what I'd look forward to.

None at this time.  We have our own administators at NCSA.

More Macintosh support.  Very often I call and they tell me that they don't know anything about Macintosh machines. Difficult to get help when your staff is not trained to help.

24 hour service  :-}

1. Larger library of web tools available for integration into University-related web sites

2. Server-based virus application--like Netshield--available for download.

3. More Mac-competent  support personnel at Help Desk.

spam blocking

Better information about poor network connectivity. Often access to the outside world is poor, and status.cites.uiuc.edu doesn't give any information. Also, after connectivity is restored, there is rarely an explanation what went wrong

100baseT ethernet in more campus buildings!  I care about Altgeld.

802.11b  (I know it's coming, but don't know where or how soon).

I really need a faster than phone line connection to UI from my home computer.  Will contact CITES for hints -- glad you sent this.

N/A

Not sure. I am lucky enough to have in-house computer support (ITCS in ACES), so my experience with CITES is more indirect than direct.

The training lab in ACES appears to be part of the vbudget cut and i would use software training if not too expensive.

I'd like a wider variety of training classes.  More technical training, especially around Oracle.

On-line computing or analysis service through long-distance terminal computer.

more training, NOT boring training though, somewhere easy to get to, not on campus

N/A

An idiot instruction class.

wireless internet connection on campus

Can there be a block for all the trash that is received on webmail. 

text-based email and netfiles interface.  preferably ssh.  however, i have not yet tried the cadaver option.  i'm not sure what that involves.

don't know

Answer the phone

I'm not sure at this time.

More prominent information on website about services available to help departments deal with technical emergencies.

no response

more face to face or phone support

None

I get help from my office's in-house tech support.

command line driven Staff email client (pine, elm, etc.)

Not sure.

please make sure that support staff know how to use computer programs and scanners

I'd like to see them disband.

More rapid notification of viruses/worms

One complete technical training program that covers all ascpects of academic, support, and professional training opportunities.  There are too many places that offer technical training and for different reasons which can be confusing to the end user.

not sure

Can't think of any.

better instructions on how to use spam filters

Not really sure

It would be nice to be able to find information about the CITES business office on the website.

Not sure

Stable internet access.

interactive web calendars

larger shared file space

larger email accounts

More software available.

none

newsgroups!

Online documentation and training

Linux configuration

unix not linux as a choice in q 33 ??

If at all possible, I wish that Express Mail showed your newest emails at the top like Webmail used to.

This survey doesn't take into account IT staff who provide departmental support. When I contact the Help Desk, it is for a complex and unusal problem  not easily answered by frontline help desk staff. The Help Desk is great at answering common questions, but when trying to resolve the type of problems I encounter, I haven't had the best luck getting an answer in a reasonable time.

Quit being so picky about passwords.  All you end up doing is compromising security anyway because people are forced to write their password down to remember them.  Then that piece of paper falls into the wrong hands, and all your efforts are worthless.

Too many blue lines of different colors in this survey.  Does content have to be color coordinated?  I have a hard time distingushing between colors and I can't tell what is what or what they are supposed to mean. 

I am retired and return as an hourly academic as requested.

It was easier to avoid virii & spam in a unix  environment... (ie Pine)

Please add any additional comments—suggestions, complaints, etc.—regarding this survey or about CITES Help Desk Support.

This questionaire does not completely pertain to me, as my department has its own IT support staff.

Why am I the only person I know who has had to have their password updated 'as part of a regularly scheduled yearly update'? No one else in my department has recently received any such notice nor have they ever.

There have been email difficulties the last three weeks where the computer takes a long time to login to the POPS server. I have been unable to find info on the CITES website about the status of these email problems.

18-24 should have used a smaller table so that the headers don't scroll off the screen.

Each time I call CITES with a question I receive prompt courteous responses. 

make your website easier to find things.

Very good.

Make public the funding sources and where that money has gone with respect to cites/banner

Recent updates to website info like http://www.cites.uiuc.edu/computerlabs/index.html  make things easier for my international students.  We appreciate the well-organized, plain language pages.  Things are improving for new students because of this.

web-based tool must actually SOLVE problems, not just lead on a wild-goose chase, like much MSDN and other MS documentation.

The CITES Help Desk is wonderful. The people are so nice and helpful. I appreciate you being just a phone call away. Thank you for all of your assistance over the past year.

Used home visit and was not told ahead of time about having to pay for gas to the person traveling to my home.  It would have helped to know ahead of time because I could have given a shorter way to travel.  I also would like to have had the choice of saying NO because I don't think it is fair to pay for the travel as much as you have to pay for the person coming to your home.

... was very helpful in getting me onto the survey, had some minor clitches the first couple of times.

If I have a computer problem, I rely on our departmental staff to help; it frankly never would occur to me to call CITES.  (And it never would have occurred to me that you would do anything to help.)

The web-based system is more difficult to navigate than using Cites e-mail on my desktop with Outlook Express. I don't understand why the web-based system can't be more similar, such as having folders displayed on the main page, the address book less cumbersome, etc.

Not sure

Some CITES web sites are for specific users. I use one of those sites more than the 'main' web site because it has the information I need or want. It is easier to find information on the site I use. I wasn't sure if you wanted me to evaluate that, or the actual page located at www.cites.uiuc.edu.

Help Desk personnel need to quit ASSuming they know what the caller is going to ask. They have (on the occassions that I have called) and arrogance in their tone of voice that says 'I know what your going to ask because everyone always asks this question...'

... have been especially helpful with helping me match my needs with available products.  

CITES UNIX and Networking people have been extremely helpful.  I would particularly like to commend ..., our Solaris support, for timely, cheerful, and skillful services.

I was sad to hear that the many changes I need to make here real soon due to several moves to different buildings could take up to 2 weeks to accomplish.  That seems excessive in this age of technology.

This survey has no provisions for indicating how users may get help from sources such as their own departmental support staff. Question 2 above should have this as a choice. 

Clear communication seems to be the biggest problem and sufficient testing of services. Walkup has been having major problems this year. The transition to Express for Mac users is still being figured out (with lots of gotchas). Lots of little problems have been found by unit having to deal with customer service and CITES.

None

I have always found the CITES Help Desk via phone and in person to be very helpful and friendly.

GREAT help over the phone when I converted from the Staff cluster to CITES Express.  I worked with Christina and she was very patient and wonderful!

I have always received wonderful support through the (old) Telecom Customer Service, but the service from the CITES help desk is variable. 

The 3-6760 number staff is very helpful and considerate from the calls I have made there. The email to consult is another story. The last inquiry was answered by UIC quickly and I am not sure that I was ever answered by the UIUC office. It is difficult to keep track of everything these days. Thanks for asking.

You conveniently left NDO out of this.

Maybe you already know what we think of the poor job they're doing.

They need to get a clue and start helping departments instead of trying to dictate and police.  Their poor reputation precedes them all over campus.

I usually visit the OIM lab in the basement of DKH when problems arise.  I'm not usre if they are affiliated with CITES or not.

CITES help desk is the right idea and I know there are some good people in the trenches there.  They deserve a great deal of credit for taking on such an arduous task.  fyi--I am a

manager in a department with no agenda for the comment other than a sincere desire to see campus services improve so the decentralized burden on departments decreases.  UIUC needs a great deal more centralization and efficiency along with cooperation and delegation of authority with sub-campus level units.

Since our office is not on campus, we don't have as much contact with CITES as someone on campus may have.

I am please with the current level of service.

Mostly, my comments are positive.  I've use different software from the CITES websites.  In particular, I make use of the anti-virus software, VPN, and email.  I would like to see mail forwarding for a grace period for graduating students.

I think that CITES does a fabulous job.  I hope that the people on the front lines are being rewarded accordingly.

I wish it was clearer on how to change over to the new email system.  I've tried and had problems.

ODOS CITES is sloooow and seem unwilling to want to help. If there is a problem and I have to go through them, I know it will take 1-4 weeks.

Make it very fast and simple for users to report errors in UIUC web pages to some centralized (automated ?) 'fix it' facility--e.g., without a lot of effort finding who may currently have the responsibilty for bad links or obsolete pages that were formerly the responsibility of someone else who may no longer be available or interested.

no comment

Any problems I have had are due to my own ignorance--not CITES.

I think the Instructional Computing Sites should be re-opened to include 24-hour sites. This was very helpful to students that need to do work during the 'off-peak' hours of the day. Also, I would like to see the hours of phone, and walk-in help hours at the CITES Help Desk extended to night hours (preferably those after standard business hours).

Don't like having to send employees over to the Help Desk to reset passwords.  I don't really feel it's necessary, but maybe it does provide more security. 

I have not found the support desk supportive at all.  Most of the time they don't even understand my question let alone try to

The only problem I've had was having to wait on the phone for someone to answer.  A short wait is fine but I've waited as much as 20 mins for the first answer.  I'd rather leave a message (if I knew my call would be returned in a timely fashion).

N/A

What ever happened to AITS 33-102? that is the number I call for help.

I like the new CITES web site. It is much more 'cohesive' than it use to be ( and up-to-date).

Just that I could not understand any of the e-mails regarding CITES express e-mail.  A friend explained to me that it didn't apply to my situation, yet I still get e-mails urging me to take action.  Annoying.   

Great Job!

No complaints.

Always been helpful

Some questions on the survey are not definitive or simple to answer in one selection choice.

My husband is a computer programmer / analyst, so I consult him with any questions that I have.

the quality of people you have on the help is very good!  i've always been pleased with the service.

1. Very frustrating experience with the migration to Express.  Slow (to no) response to questions and inability of Help Desk staff to solve problems related to the mandatory conversion.  My Eudora is still not working properly with Express.  

2.  Several faculty have reported similar inability of get problem resolution through Help Desk personnel.  Non-Windows platforms or application issues (like Eudora configuration) seem to be especially  problematic.

3.  Not a good record with followup.  Recent email question received automatic response assigning case #, but no followup at all.  Phone calls have on occasion ended with an 'I'll need to ask someone else about this' and then no return phone call.

Appreciate the linux.aiss.uiuc.edu archive service -- but I can't tell whether CITES or some other campus unit operates it!

Our office's Network Administrator(s) handle my problems.  I know you are thankful we have these guys!

N/A

Several months ago, I called the Help Desk with questions about changing my NetID ... and each time I talked with a different person, who gave me a different answer to the same question.

They were all very polite and tried to be helpful -- and each was very confident of his or her answer -- but the mixed messages were frustrating.

The work with CITES so far has been very good.  Keep up the good work.

Please reorganize your homepage.  It is difficult for me to navigate what I am looking for.

I think CITES provided good tools which I can use to search what I looked for.

This survey is too long.

None.

I am the computer illiterate in the office so the others have to have patience with me.

The password system is attrocious -- in creating such complicated rules for making a password, this system has forced more and more people to write down their passwords.  I now regularly see other user's passwords because they are posted around their work environment.  Having less rigorous password rules will probably help to _improve_ network security. 

There should be better dissemination of information and more input solicited before changes are made (news service and dialup are a couple of examples).

I find that the status page gives useless or vague information (apparently to quiet the masses).  It would be nice if technical information about problems occuring would be made available (and I'm sure that this information could be appropriately restricuted to IT staff--bluestem protected, perhaps).

Not to sound very grumpy, but it would bave been nice if this input box were larger as well.

Re: Netfiles

I have seen a reference to the ability to creating a drop box for others on campus to use to give me large files.  

I have searched EVERYWHERE for information on how to create a dropbox but cannot find any instructions.  I am not faculty, so I don't need the blackboard digital drop box ... 

In the Netfiles pages, PLEASE provide instructions for us to create a drop box.

Why didn't you use the new survey tool that I saw demonstrated at a Webmaster's brown bag?

no response

None

I go through CITES to set up conference calls.  This is very convenient and the operators are always very helpful.

Ask me later.

Question 32 asks about computers at home.  Zero should be an option.  I have no computer at home.

This strikes me as almost a push poll. And, since I am not sure if I have contacted CITES or one of the other computer groups, I am not sure which is which. And I am not sure of the answers. 

the phone numbers given in this survey are not complete...are they for campus staff only?  For those of us not on campus, those numbers are meaningless and do not give us access to you as a resource without further checking.

Friendly customer service.  GREAT Job!!

Security is horrid.  It is a disgrace to this university that all they can manage to do is chase down viruses.  They provide no support and only increase problems.  The NDO gets in the way of deploying more secure and scalable solutions.  CITES acts more with a mafia-like tendency than anything else.

I sometimes don't understand how to implement fixes suggested and have to go back for clarification, sometimes more than once. I'm grateful for the patience with which my questions are answered.

I used your web site recently to find out how to use a personal web site.  Your instructions for netfiles was perfect.  The service to be able to use netfiles was marvelous.  Thanks.

Improve express.cites to be in the quality level of mail.yahoo.com

I want to suggest that if the person answering the phone is not sure of an answer to a question, that they find someone who does know the answer.  They should not say 'I'm not sure or I don't think so or probably or I think so'.  That does not make me believe that they are understanding my question or they are giving me correct information.  I am willing to wait for an answer while on hold or even through e-mail or having someone call me back.  Most people want a definite answer & they are willing to wait for it, if necessary.

never had a problem w/ my e-mail so never had need to contact you

From my perspective as an instructor and daily user of campus resources on a number of levels, I think CITES does a pretty darn good job. 

CITES EXPRESS MAIL SUCKS!!!GIVE ME BACK WEBMAIL!!!!!

I had considerable help by one person, in CITES, in getting the Cisco VPN 3000 client working from an off-campus location.

spam is out of control!!!!

You don't mention CITES' hardware and software maintenance services--which are excellent.  You also don't mention the networking folks--who are also excellent.  Our unit has been very pleased with all of CITES services and the responsiveness of the staff.

I see the CITES homepage has changed again.  Not sure if I like it.  I have had some trouble finding needed information.  It would be nice to be able to find information about the

business office on the CITES website.

Sometimes when I call the CITES Help Desk, the person answering the phone is not that friendly.  I know they're busy, but so am I and I don't call unless there is a problem.  Remember also that many of us calling from departments wear lots of hats and don't talk computer-ese.

CITES people do not make you feel dumb.  Even though you might be.

First, requiring staff to change passwords on a regular basis and requiring certain use of capital letters, numbers, etc. is stupid.  Yes, it is a good idea to change passwords occasionally and to include letters, numbers or capitalization, but disabling one's account because they didn't is unnecessary.  How about just sending out a suggestive reminder that your password should be changed instead of the ultimatim of threatening to disable the account?  

Secondly, students should not have access to disabling someone's email account.  I had a friend who's account was disabled by someone working for CITES whom she had rejected, and she missed a lot of class information due to this event.

none

very disappointed with the way the newsgroup server was discontinued.  doesn't make sense that it was a budget issue -- there are multiple people running news servers now as hobbies.  I can't imagine the cost.  And UI is now providing multiple news streams instead of just one (prairienet and ks)  I am at least happy that CITES is cooperating with news.ks and prairienet and allowing them to continue providing news service to the campus.

 

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