Thank you to everyone who participated in this year’s Survey of Administrative Services. Of the 290 survey participants, 66% (192 people) reported working with ITS regularly. The respondent group was 74% staff/administrators and 26% faculty members. The average satisfaction score across all survey responses was 4.5 out of 5. As shown in the chart below, satisfaction scores have steadily increased since 2021 and reached their highest level since the survey began. 

Key Highlights 

• Overall Satisfaction: 87% of participants reported being satisfied or very satisfied with ITS overall. Staff continued to be recognized for courtesy, professionalism, and knowledge. 
• Positive Trends: Most respondents agreed they have the tools and support needed to work effectively on campus and remotely. A large majority recognized ITS staff as exemplifying Drake’s core values.

Areas of Growth

Training Awareness: Last year, 84% of all survey respondents said they knew how to access training to learn new technology. This year, awareness among faculty declined: only 74% of faculty members reported knowing how to get technology training, compared to 88% of faculty last year. In contrast, staff awareness of training resources increased slightly. To better understand these findings, we will collect additional feedback on where campus members seek technology training resources and what types of training they need. This approach will enable us to tailor our efforts and collaborate with campus partners to provide more responsive and effective support. 

Communication and Response: Most respondents remain confident in ITS’s ability to resolve issues and provide regular status updates. However, some noted inconsistencies in communication and response times, which often depend on frontline staff availability. To address this, we are prioritizing staff cross-training and enhancing self-service and remote support options to ensure faster and more consistent assistance. 

Thank you for your continued engagement and feedback. Your insights are essential in strengthening ITS services and empowering every member of the Drake community to thrive in a digital world. 

— Keren Fiorenza, Deputy CITO & Chief Information Security Officer