ContentsForwardBackgroundSurvey CoordinatorsData Analysis GuideSurvey ComponentsRespondentsSurvey Results (All Respondents)Zones of ToleranceRadar ChartAppendix: Respondent SuggestionsA Higher Education TechQual+ Study2011Texas A&M InformationTechnology Staff Assessmentfor Texas A & M UniversityHigher EducationTechQual+Assessing Service Quality for Technology Organizations in Higher Educationhttp://www.techqual.orgContentsFrom the TechQual+ Project Director 3About the Higher Education TechQual+ Project 4Project Coordinators for Texas A & M University 5Higher Education TechQual+ Data Analysis Guide 6About this Higher Education TechQual+ Survey 8Respondents 10Survey Results (All Respondents) 31 Zones of Tolerance 31 Radar Chart 33Appendix: Respondent Suggestions 352011 Texas A&M Information Technology Staff AssessmentGenerated on Wednesday, March 09, 2011Page 22011 Texas A&M Information Technology Staff AssessmentGenerated on Wednesday, March 09, 2011Page 3From the Higher EducationTechQual+ Project DirectorThis report is the result of a survey of technology services conducted at Texas A & M University. Thesurvey instrument is being developed through a collaborative effort between multiple institutions of highereducation, a project known as the Higher Education TechQual+ Project. The goal of this project is tocreate a standardized, scientifically valid instrument that assesses the quality of services delivered bytechnology organizations in higher education, in a way that provides for benchmarks and comparisonsbetween institutions. The results contained within this report are based on this survey. I hope that thereader finds the results enlightening and helpful in planning, developing, and managing technologyservices at Texas A & M University.The Higher Education TechQual+ Project is modeled on the LibQual+ project developed by theAssociation of Research Libraries (ARL) in conjunction with the Texas A&M University Libraries. I amgrateful to the pioneering work accomplished by the LibQual+ research team, and recognize that theirwork has truly transformed libraries by creating a culture of assessment within the library practice. It is ourhope that the the Higher Education TechQual+ Project will have a similar transformative effect fortechnology organizations in higher education.Dr. Timothy M. ChesterPepperdine University2011 Texas A&M Information Technology Staff AssessmentGenerated on Wednesday, March 09, 2011Page 4About the Higher EducationTechQual+ ProjectThe Higher Education TechQual+ Survey had its origins in a pilot project conducted at Texas A&MUniversity at Qatar in the Spring of 2006. Under the leadership of Dr. Timothy M. Chester, themanagement team of Information Technology Services (ITS) worked to build an instrument to gatherfeedback from the TAMUQ community of end users in a way that would provide objective criteria forservice and project planning.They modeled their work on the existing SERVQUAL, and IS SERVQUAL approaches, but paid particularattention to pioneering work by the leadership of Texas A&M University Libraries and their partners fromthe Association of Research Libraries, who had previously developed the LibQual+ conceptual model andsurvey instrument. The LibQual+ conceptual model itself was also based in part on SERVQUAL, a toolused in the private sector to assess the quality of services.Following the success of the pilot project, a research project was commissioned by Dr. Timothy Chester.The goal of the project is to develop a scientifically reliable and valid instrument that can be adopted by allinstitutions of higher education to conduct surveys of technology services on their own campuses. Theresulting instrument is delivered through a web portal (http://www.techqual.org), shielding the participatinginstitutions from the rigors and complexities of survey research.The Higher Education TechQual+ Core Instrument is a web-based survey that requires approximately 20minutes to complete. It asks respondents to provide evaluations regarding minimum expectation levels,desired service levels, and perceived service levels for up to 30 individual types of technology servicescommonly delivered in higher education.TechQual+ is a three year project, and will consist of multiple rounds of qualitative and quantiative datacollection from participating institutions beginning in the fall of 2006. Using this data, the TechQual+instrument will be continually refined until the resulting instrument is considered to be scientificallyreliable, valid, and universal. The goal of the project is to understand what end users feel that "technologyservices" really are and then to develop an instrument that allows for the systematic exploration of thequality of these services in a way that is benchmarkable and allows for comparisons across institutions.Funding for the project is being provided by Pepperdine University and by institutions participating in theproject.The TechQual+ project team is grateful for the exceptional work by the staff of the Texas A&M UniversityLibraries as they developed and implemented the LibQual+ process. The success of the TechQual+project will be due in large part to their pioneering research that produced the LibQual+ instrument.2011 Texas A&M Information Technology Staff AssessmentGenerated on Wednesday, March 09, 2011Page 5Project Coordinators for Texas A & M UniversityThe Higher Education TechQual+ Project is a cooperative project between institutions of higher education.Each participating institution is represented by project coordinators who direct and conduct surveys fortheir institution.This survey was conducted by the project coordinators for Texas A & M University. The Higher EducationTechQual+ project coordinators for this institution are:Oslund, AllisonCommunication & Marketing ManagerTexas A&M Information [email protected], EthelCommunications SpecialistComputing & Information [email protected] EducationTechQual+ Data Analysis GuideThe data from this survey is presented in multiple ways:Statistics: For each item in the survey, both the means and standard deviations are reported, along withthe number of respondents (n*) who actually completed this question on the survey. Respondents whoselected 'n/a' or who failed to enter a rating across all three service dimensions (minimum, desired,perceived), or, who failed to enter a response are not included in these statistics (thus the variation in n*across all