IV&V Office of Information Technology (OIT) Annual Survey
Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
IV&V IT Customer Survey text
IV&V Office of Information Technology (OIT) Annual Survey
OMB: 2700-0153
OIT
Annual
Survey
Welcome
to
the
OIT
Annual
Survey.
You
probably
want
to
jump
right
into
the
survey.
But
we'd
really
appreciate
it
if
you
would
at
least
skim
the
following
information
to
make
sure
you
have
the
proper
context
for
the
questions
that
follow.
Thank you!
The OIT is comprised of various groups; however, the first part of this survey is addressing the IT Services Department, Services and Support. These services are distinct from SWAT and EUSO Group. There are some agency EUSO questions, as we do provide assistance with supporting the customer locally.
In order to understand our customer’s needs and satisfaction with the products and services provided by OIT, we conduct an annual survey. We understand your time is valuable; however, your experiences and opinions are important to us. Please take 10 minutes of your time to evaluate the support provided to you. As this is an annual exercise, consider the interactions you’ve had with our team since the last survey (2020).
The survey will begin with questions about your role and location. Since offsite customers do not receive different services from OIT, identifying your location will direct you to the applicable questions.
If you have specific issues that you would like to have addressed, we would be happy to meet with you in order to better understand how we can meet your needs. Please contact Jerry Sims, OIT Lead, to discuss any concerns or questions regarding the services or this survey.
Let's
get
started...
This
information
collection
meets
the
requirements
of
44
U.S.C
3507,
as
amended
by
section
2
of
the
Paperwork
Reduction
Act
of
1995.
You
do
not
need
to
answer
these
questions
unless
we
display
a
valid
Office
of
Management
and
Budget
control
number.
The
OMB
control
number
for
this
information
collection
is and
it
expires
on .
We
estimate
that
it
will
take
about minutes
to
read
the
instructions,
gather
the
facts,
and
answer
the
questions.
You
may
send
comments
on
our
time
estimate
above
to
.
Send
only
comments
relating
to
our
time
estimate
to
this
address.
OIT Annual Survey
Ready. Set. Go! |
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* 1. Which of the following best describes your role within the IV&V Program: |
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* 2. Which of the following best describes your worksite location(majority): |
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OIT Annual Survey
IT - Help Desk Requests (Onsite) |
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* 3. How many times have you contacted the IT Help Desk in the last year? |
More than 10 times in the last year
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OIT Annual Survey
IT - Help Desk Requests (Onsite) |
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* 4. What type(s) of problems did you encounter that required assistance from IT? (Check all that apply.) |
WVU Onsite Desktop Computer or WVU Hardware/software request laptop Phone Laptop computer (non-EUSO) Remote access, VPN, RSA Token Printer/copier NASA Services (Launchpad, O365, Conference room hardware smartcard/PIV, NOMAD, email lists, etc.) Microsoft products EUSO device
ECM Access/Permissions
VDI
Other (please specify) |
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*
5.
How
would
you
rate
the
customer
service
you
received
from
IT
staff?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Timeliness 
Professionalism 
Overall
performance 
Comments:
* 6. How would you rate your general level of satisfaction with the IT Help Desk and the resolution of your issue(s)?
Excellent
Good
Average
Fair
Poor
(A rating
of "Poor"
requires comment.)
If you selected a rating other than "Poor", and would like to comment, please do so.
OIT
Annual
Survey
IT
-
Help
Desk
Satisfaction
-
Poor
Rating
(Onsite)
OIT
Annual
Survey
IT
-
Products
and
Services
(Onsite)
*
8.
LEVEL
OF SATISFACTION WITH
EACH
SERVICE
Below
is a list of IT's primary products and services. How would you rate
your level of
satisfaction
with each
product/service?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
VDI 
Phone
(dial by
name, voicemail) 
Wireless
network (WVUPublic) 
WVU
Onsite Desktop
Computer or
WVU laptop 
Comments:
*
9.
Level
of
satisfaction
with
the
SUPPORT
you
receive
for
each
of
the
services
Below
is a list of IT's primary products and services. How would you rate
your level of
satisfaction
with the
support
you
receive
for
each?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Conference
room and
audio visual
Printers
(location, use)
VPN access (Remote Desktop, Pulse Secure, antivirus, - NOT Agency, EUSO related)
Comments:
*
10.
INFORMATION
DISSEMINATION
FOR
SERVICES
Below
is a list of IT's primary products and services. How would you rate
your level of
satisfaction
with the
information
disseminated
for
each?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Conference
room and
audio visual
Printers
(location, use)
VPN access (Remote Desktop, Pulse Secure, antivirus, - NOT Agency, EUSO related)
Agency
Services
(PIV,
O365,
NDC,
etc.)
Comments:
*
11.
OUTREACH
AND
COMMUNICATION
Below
is
a
list
of
IT's
primary
outreach
and
communication
activities.
How
would
you
rate
your level of satisfaction
with
each one?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Downtime
and service
interruption notices
for upgrades/outages
Training 
Comments:
OIT Annual Survey
IT - Help Desk Requests (Offsite) |
|
|
* 12. How many times have you contacted the IT Help Desk in the last year? |
More than 10 times in the last year
|
|
OIT Annual Survey
IT - Help Desk Requests (Offsite) |
|
|
* 13. What type(s) of problems did you encounter that required assistance from IT? (Check all that apply.) |
Desktop/laptop computer VDI
Webex/teleconference access Remote access, VPN Microsoft products NASA Services (Launchpad, O365, smartcard/PIV, NOMAD, email lists, etc.) ECM Hardware/software request EUSO Access/permissions Other (please specify) |
|
*
14.
How
would
you
rate
the
customer
service
you
received
from
IT
staff?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Timeliness
Professionalism
Overall
performance
Comments:
* 15. How would you rate your general level of satisfaction with the IT Help Desk and the resolution of your issue(s)?
Excellent
Good
Average
Fair
Poor
(A rating
of "Poor"
requires comment.)
If you selected a rating other than "Poor", and would like to comment, please do so.
OIT
Annual
Survey
IT
-
Help
Desk
Satisfaction
-
Poor
Rating
(Offsite)
OIT
Annual
Survey
IT
-
Products
and
Services
(Offsite)
*
17.
LEVEL
OF
SATISFACTION
WITH
EACH SERVICE
Below
is a list of IT's primary products and services. How would you rate
your level of
satisfaction
with each
product/service?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Excellent Good Average Fair Poor N/A
VDI 
WVU
Onsite Desktop
Computer or
WVU laptop 
Comments:
*
18.
Level
of
satisfaction
with
the
SUPPORT
you
receive
for
each
of
the
services
Below
is a list of IT's primary products and services. How would you rate
your level of
satisfaction
with the
support
you
receive
for
each?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
VDI
VPN
access (Remote
Desktop, Pulse
Secure, antivirus)
Comments:
*
19.
INFORMATION
DISSEMINATION
FOR
SERVICES
Below
is a list of IT's primary products and services. How would you rate
your level of
satisfaction
with the
information
disseminated
for
each?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
VDI
Remote
meeting participation
(Webex/teleconference)
WVU
Onsite Desktop
Computer or
WVU laptop
Comments:
*
20.
OUTREACH
AND
COMMUNICATION
Below
is
a
list
of
IT's
primary
outreach
and
communication
activities.
How
would
you
rate
your level of satisfaction
with
each one?
In
the box below the list of categories, please provide additional
comments, especially
regarding
the areas where you selected either a very high or low rating. If
you selected
"Poor",
please take
a
moment
to
explain
why.
Thank
you.
Downtime
and service
interruption notices
Training
Comments:
OIT Annual Survey |
|
|
21. How often have you utilized the Virtual Desktop Interface (VDI) over the past 3 months? |
Excellent Good Average Fair Poor N/A
|
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OIT
Annual
Survey
24.
Please
rate
your
experience
with
remote
access
during
your
period
of
offsite
work
due
to
COVID
19
and
provide
explanation
for
any
issues
that
you
experienced
Excellent Good Average Fair Poor N/A
Other (please specify)
OIT
Annual
Survey
Workplace
of
Tomorrow
In
order
to
meet
the
needs
of
an
industry
leading
workplace/workplace
of
tomorrow,
OIT
would
like
to
receive
your
perspective
on
the
following
in
regards
to
IT.
This
information
will
be
considered
when
planning for the next 1-3-5
years.
27.
Upon
resumption
of
normal
operating
status,
what
percentage
would
you
prefer
to
be
onsite?
Onsite 100% with cube/office
Onsite >50% with cube/office
Onsite >50% with hotel cube
Onsite <50% with hotel cube
Onsite 0% (or only for conference room meetings, no space allocation)
28.
What
are
the
enablers/disablers
to
doing
so?
29.
Do
you
have
additional
IT
requirements
currently
or
in
the
future
that
are
not
being
supported?
Yes No
If
yes, please
identify
OIT
Annual
Survey
SWAT
Transition
We
will now transition to the SWAT portion of the survey. Please use
the graphic below to help
differentiate
the
support areas of OIT.
OIT
Annual
Survey
Start
of
SWAT
Questions
30.
From
an
overall
SWAT
performance
perspective,
how
would
you
evaluate
SWAT?
Outstanding (Routinely exceeds expectations)
Excellent (Routinely meets and often exceeds expectations)
Good (Meets expectations the majority of the
time)
Needs Improvement (Often fails to meet expectations)
Unsatisfactory (Does not meet expectations)
Please provide any additional comments relative to SWAT performance.
31.
From
your perspective, over the past year, has
the
quality of SWAT's performance (If
you
have been
with
the
Program
less
than
a
year,
please
select
N/A):
Greatly Improved
Slightly Improved
Stayed the Same
Slightly Decreased
Greatly
Decreased N/A
Please provide any additional comments relative to SWAT performance.
Outstanding (Routinely exceeds expectations)
Excellent (Routinely meets and often exceeds expectations)
Good (Meets
expectations the majority of the time)
Needs Improvement (Often fails to meet expectations)
Unsatisfactory (Does not meet expectations)
N/A
(I have not made any requests in the past year)
Please provide any additional comments relative to SWAT request turnaround time.
33.
If
you
had
help
tickets
opened
that
required
multiple
interactions
or
on-going
communication
with the SWAT Team to get resolution, please evaluate the level and
quality
of interaction during that period.
Outstanding (Routinely exceeds expectations)
Excellent (Routinely meets and often exceeds expectations)
Good (Meets
expectations the majority of the time)
Needs Improvement (Often fails to meet expectations)
Unsatisfactory (Does not meet expectations)
N/A
(I have not had any open tickets over the past year)
Please provide any additional comments relative to SWAT interactions.
34.
What
is
your
level
of
satisfaction
with
the
quality
of
the
technical
responses
to
your
requests?
Outstanding (Routinely exceeds expectations)
Excellent (Routinely meets and often exceeds expectations)
Good (Meets
expectations the majority of the time)
Needs Improvement (Often fails to meet expectations)
Unsatisfactory (Does not meet expectations)
N/A
(I have not made any requests over the past year)
32.
What
is
your
level of
satisfaction
with
SWAT's
ability to
fulfill
your requests
in
a
timely
manner?
Please provide any additional comments relative to your experience(s) with SWAT technical responses.
35.
Have
you
used
the
following
SWAT
products/services
in
the
past
year?
Manuals and documentation
JIRA
to create SWAT
help tickets
36.
What
is your level of satisfaction with the quality and content of
SWAT-provided
documentation,
training,
and presentations, including the SWAT Portal?
Outstanding (Routinely exceeds expectations)
Excellent (Routinely meets and often exceeds expectations)
Good (Meets
expectations the majority of the time)
Needs Improvement (Often fails to meet expectations)
Unsatisfactory (Does not meet expectations)
N/A
(I have not made any requests over the past year)
37.
Based
on
your
responses
to
Questions
6
and
7,
please
provide
any
suggestions
for
improvement
in
those
areas,
including
additional
training
or
awareness.
38.
Please
note
any
tools
or
technologies
that
SWAT
could
implement
or
support
to
help
you
better perform your job.
Outstanding (Routinely exceeds expectations)
Excellent (Routinely meets and often exceeds expectations)
Good (Meets
expectations the majority of the time)
Needs Improvement (Often fails to meet expectations)
Unsatisfactory (Does not meet expectations)
N/A
(My project has not used SWAT support for SCA)
40.
The
effectiveness
of
performing your job tasks using SWAT-developed tools has:
Greatly Improved
Slightly Improved
Stayed the Same
Slightly Decreased
Greatly
Decreased N/A
39.
If
your
Project
has
utilized
SWAT
support
for
static code
analysis
activities,
please
rate
that support.
41.
From
the
list
below,
please
select
the
tools
that
you
feel
enhance
your
ability
to
perform
your
work
or
believe
will
enhance
the
efficiency
or
effectiveness
of
your
work.
Additionally,
please
provide
any
suggested
improvements
to
these
tools
through
a
SWAT
Help
Desk ticket.
Yes No N/A
COMPASS 
ATS 
Assurance/Safety
Case
Analytical 
Network
(ASCAN)
42.
If you utilize ATS or would like to utilize ATS, are there any
capabilities or
improvements
to
the
tool
that
you
could
recommend
that
would
improve
your
ability
to
adopt
the tool for your needs?
43.
Please
provide
constructive
and
professional
observations
or
examples
that
might
help
the
SWAT
and
IT Teams
to
better
work
together to
support
your
work
needs.
44.
Please
provide
any
other
suggestions
or
comments
that
might
constructively
assist
the
SWAT
Team.
OIT
Annual
Survey
Let's
wrap
this
up...
We
need
your
help
to
solve
any
problems
that
you
have
addressed!
If
you
would
like
to
discuss
any
issues
you
may
have
-
especially
those
areas
that
you
marked
as
"Poor",
please
contact
OIT
lead,
Jerry
Sims,
or
ADNET
Management,
Rick
Cavanaugh,
Lauri
Brammer
or
SWAT
Management,
Chris
Williams. Thank
you
for
your
feedback.
If
you
need
help
or
want
immediate
assistance
with
your
IT
resources,
please
contact
the
IV&V
IT
Help
Desk at
[email protected]
or
call 304-367-8237.
If
you
need
help
or
want
immediate
assistance
with
your
SWAT
resources,
please
contact
the
SWAT
Help Desk
at
[email protected]
or submit
a
JIRA
Ticket
for support.
If
you
have
additional
questions
or
would
like
to
discuss
your
survey
feedback/comments,
please
provide
your
contact
information
(name,
phone,
email,
location).
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Title | View Survey |
| Author | Little, Claire A. (HQ-JD000)[Consolidated Program Support Servic |
| File Modified | 0000-00-00 |
| File Created | 2024-07-24 |
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