The Office of the Chief Information Officer (OCIO) conducted the online student survey this year in March. Students are randomly invited to participate and give their feedback on our services.

1. The survey was well-received by the students. A total of 1227 responses was received this year.
2. The satisfaction rates for OCIO services have dropped by about 3-5% compared with the last year: overall satisfaction rate (87.6% -> 84.6%); IT Help Desk services (94.6% -> 89.4%); and computer room services (86.7%-> 81.9%)。
3. About 74.7% of the respondents thought that there were enough software in OCIO computer rooms. Meanwhile, 51.4% and 33.3% of them thought that there were sufficient computers and printers respectively.
4. Around 97.8% of the respondents in Student Hostels have connected their computer to the hostel network. In addition, there was a significant rise in the percentage of residents who use Mac OS (11.6% -> 26.1%).
   The satisfaction rates for hostel network services dropped from 30.8% last year to 26.7% this year. They commented that the service was unstable and the connection speed was very slow especially during night time.
5. A majority of 94.4% respondents have used to Wi-Fi service on the campus and 49.2% of them were satisfied with the service. About 42.9% and 28.0% of the respondents have used the free "PCCW (now CSL) / Y5Zone" and "eduroam" Wi-Fi services outside campus respectively. More than 70% students found the free service useful.
   

• Detailed Result
• OCIO Responses to User Comments

Detailed Result

OCIO Responses to User Comments

Following are our responses to the comments collected in the student survey with many students’ concerns (over 3 comments):

Hostel Network
Regarding the Hostel network, we found from our internal monitoring tool that the network bandwidth is sufficient for hostels most of the time and the normal web browsing activities could be loaded within a few seconds. We learnt from the hostel residents, however, that the hostel network was not stable and sluggish at times, especially at night time when a lot of users were using the service.  Currently the Wi-Fi access points are installed in the corridors in the hostels.  To improve the performance, we have proposed a new breed of Wi-Fi infrastructure called "Hospitality Wi-Fi" which Wi-Fi access points are installed inside the hostel rooms for better Wi-Fi signals.  While the use of "Hospitality Wi-Fi" would cause a slight increase of hostel feel, a survey about the proposal was conducted recently to collect the views of hostel residents.  Unfortunately, the survey results showed that more residents preferred not to pay more for "Hospitality Wi-Fi".  We are sorry about the decision, still OCIO will continue to try our best effort to improve the service, but the improvement will be limited due to the current constraints.

Campus Wi-Fi Service
According to our monitoring records, the campus Wi-Fi network works properly most of the time.  Network access to the Internet depends on a lot of factors, e.g. our network, our ISP, the target's ISP, the target's network and server, etc., and some of which are out of our control. Due to the nature of Wi-Fi signals which are electromagnetic waves, the service is easily affected by interference, e.g. tethering hotspot setup with mobile phone or private access point (AP).  Having said that, we are aware that there is a growing need of using Wi-Fi and hence we will continue to monitor the service and upgrade the network equipment regularly to meet the demand. Note that we will focus our resources to provide good Wi-Fi service in the major areas on campus, such as the teaching venues, Library, Learning Commons and canteen.

Free Wi-Fi Service outside campus
The free PCCW (now CSL), Y5Zone and eduroam Wi-Fi services outside campus are providing by the respective service provider.  If students have problem in using the service, please report it to IT Help Desk for follow up with the service provider.

Computer Room
Regarding the request to increase the number of computers in our open access computer room, we need to strike a balance between space for Learning Commons where students could freely interact or filling the space with rows of desktop computers.
To address the issue, we have made available one-day notebook loan service so that now about 150 notebook computers are available for loan to students. Besides, there are iMac installed in Learning Commons which also run Windows, and there are also hundreds of open access computers in the Library and the satellite computer rooms in hostels. During peak period when assignment due dates are approaching, OCIO will open additional computer room 24 hours for open access (please watch out for Intranet announcement).

Additional Software Package 
Regarding the request for having the “Adobe Photoshop” and a few other software packages in OCIO computer rooms, please note that they  are available through the Network Teaching Software.  OCIO has been providing a good collection of software packages for students.  These software packages are either installed on the computers or are available through Network Teaching software.  Please visit https://www.ied.edu.hk/ocio/standard-software-configurations-ocio-computer-rooms for the standard software configurations in OCIO computer rooms.  Students can approach IT Help Desk for assistance if they have queries.

Printing Service
Regarding the request to increase the number of printers, from our statistics, the average printer utilization was not heavy. The issue only happened during peak hours e.g. students rushed to complete their assignment when assignment due dates are approaching. We will monitor the usage but we might not be able to cater for the peak while the resources are left underuse at other times. Please kindly note that, to improve the printing service, we have setup Print-N-Go express printing stations in the Learning Commons, the Main Library and also the TKO Study Centre.  Besides, we have changed the default printers of the Print-N-Go stations in the Learning Commons to the four different high speed printers to spread out the print jobs which in turn reduce the waiting time for getting the printouts.

Regarding the comment that there were not enough Print-N-Go stations, it occurred only during some peak time. Now, there are 13 Print-N-Go stations installed in the Learning Commons, 4 in the 7x24 Learning Centre in the Main Library and 2 in the TKO Study Centre.  We will continue to monitor the usage and increase the number if needed.

Regarding the request to increase the free print quota, please note that the free quota aims only to reduce the hassles that too many students rush to buy print quota at the beginning of the academic year, and it is not designed to meet all the printing needs.  I am afraid students have to buy additional print quota when necessary. Students are also reminded to print ONLY when needed, and to save print quota (and also to save the environment), they are encouraged to print duplex or multiple pages per sheet of paper.