🖥️ UTHSC ITS — TechConnect & Assistance Access Dashboard

Portal Awareness · Request Methods · Activity Ratings · Chatbot Interest · Contact Preferences

📊 Overview — TechConnect & ITS Assistance Access

196 Respondents · 8 Rated Activities · 4 Groups
ℹ️ Survey Context: 196 total respondents. 130 (66.3%) were aware of TechConnect. All 8 rated activity metrics were answered only by the 86 active TechConnect users (response counts vary from 61–85 per activity due to optional/N-A skips). Contact preference rankings were completed by 152 respondents.
130
Aware of TechConnect
66.3% of 196
86
Active TechConnect Users
Of those aware
4.35
Highest Activity Avg
Submit IT Issue Ticket
4.00
Lowest Activity Avg
Search Knowledge Base
61.2%
Chatbot Interest
101 of 165 responded Yes

📡 All 8 Activities — Average Score

Above Average vs Below Average Responses

✅ Key Insights — What ITS Is Doing Well

  • Strong awareness: 130 of 196 respondents (66.3%) are aware of TechConnect, indicating solid visibility of the platform across the institution.
  • High satisfaction across all activities: Every measured TechConnect activity received an average score above 4.0 on a 5-point scale, and each had at least 86.67% of responses at 3 or higher.
  • Ticketing workflows excel: The best-rated tasks are submitting a ticket to report an IT issue (4.35), submitting a request for a new service (4.32), and checking the status of a ticket (4.29) — structured transactional workflows are working very well.
  • Service Desk remains trusted: Calling the Service Desk remains the most common way respondents request assistance (102 respondents), demonstrating trust in human-led support.
  • Live chat demand is strong: Of 165 respondents to the live-chat question, 150 are extremely or somewhat likely to chat directly with a Service Desk agent — users are open to digital channels that preserve human access.

⚠️ Areas of Concern

  • Awareness hasn't converted to habitual use: Despite 66.3% awareness, only 86 respondents actively use TechConnect, and 60 of those use it only once every few months. Only 7 report weekly or daily use.
  • Knowledge Base is the weakest area: Searching for instructions or answers in the Knowledge Base scored lowest (4.00) and has the highest share of below-average ratings (13.33%), pointing to issues with search, content findability, and self-service guidance.
  • Traditional channels still dominate: Calling the Service Desk (102) outpaces TechConnect (86) as the primary request method. Notable numbers still rely on calling ITS staff directly, asking coworkers, or Googling solutions.
  • Less-used workflows have limited familiarity: Project requests and technology review requests show large blank/skip counts, implying limited awareness of these capabilities among users.
  • Adoption strategy needed: TechConnect does not need a fundamental redesign, but it does need stronger adoption pathways — promoting it as the primary digital front door, improving the Knowledge Base, and strengthening live agent chat as a bridge.

🔍 Group 1 — TechConnect Awareness & Access Patterns

196 Respondents · Awareness · Request Methods · Usage Frequency
What this group measures: How many users know about TechConnect, how they currently seek IT help, and how frequently they use the portal. This section uses counts and percentages rather than a 1–5 rating scale.

👁️ TechConnect Awareness — 196 Respondents

Aware — 130  (66.3%)
No — 35
N/A — 31
✅ Aware of TechConnect ❌ Not Aware ⬜ No Answer

🕐 TechConnect Usage Frequency (n=86 users)

Request MethodCount% of RespondentsChannel Type
📞 Call the Service Desk10263.35%Phone
🖥️ Use TechConnect8653.42%Portal
🙋 Do Best I Can On My Own3320.50%Self
👤 Directly Call ITS Staff2414.91%Phone
👥 Ask a Coworker2213.66%Peer
🔍 Google / Search Internet1811.18%Self
🏢 Visit the Service Desk169.94%In-Person

📋 Group 2 — Information & Status Activities

4 Rated Metrics · n = 73–78 per metric
What this group measures: Ease-of-use ratings for passive/lookup TechConnect activities — checking outages, tracking ticket status, discovering available services, and searching the Knowledge Base.
4.29
Check Ticket Status
🥇 Highest in group
4.19
Learn Available Services
Score / 5.0
4.16
Check System Outages
Score / 5.0
4.00
Search Knowledge Base
⚠️ Lowest in group
4.16
Group Average
All 4 metrics

📊 Rating Distribution — Information Activities

📝 Group 3 — Request & Submission Activities

4 Rated Metrics · n = 61–85 per metric
What this group measures: Ease-of-use ratings for active submission tasks in TechConnect — submitting new service requests, IT issue tickets, project requests, and technology review requests.
4.35
Submit IT Issue Ticket
🥇 Highest overall
4.32
New Service Request
Score / 5.0
4.23
Tech Review Request
Score / 5.0
4.10
Project Request
Lowest in group
4.25
Group Average
All 4 metrics

📊 Rating Distribution — Submission Activities

🤖 Group 4 — Chatbot Interest & Contact Method Preferences

165 Chatbot Respondents · 152 Ranked Contact Methods
What this group measures: Interest in an ITS chatbot tool, likelihood of chatting live with a Service Desk agent via TechConnect, and ranked preferences for different contact/support channels.

🤖 Interested in ITS Chatbot? (n=165)

💬 Likelihood to Chat Live with Service Desk Agent (n=165)

🏆 Overall Rankings — All 8 TechConnect Activities

Ranked by Average Score · Grouped by Activity Type
✅ All 8 activities score ≥4.0 — TechConnect is performing consistently well across all task types. The gap between highest (4.35) and lowest (4.00) is only 0.35 points.
Rank Activity Avg # ≥3 # <3 % ≥3 % <3 Satisfaction
📝 Submission Activities — Group 3
1 🎫 Submit Ticket — Report IT Issue 4.35 80 5 94.12% 5.88%
2 🆕 Submit Request — New Service 4.32 77 5 93.90% 6.10%
4 🔬 Submit Technology Review Request 4.23 56 5 91.80% 8.20%
7 📁 Submit Project Request 4.10 57 5 91.94% 8.06%
📋 Information & Status Activities — Group 2
3 🎫 Check Ticket Status 4.29 73 5 93.59% 6.41%
5 📋 Learn About Available IT Services 4.19 70 7 90.91% 9.09%
6 ⚠️ Check for System Outages 4.16 66 7 90.41% 9.59%
8 🔍 Search Knowledge Base 4.00 65 10 86.67% 13.33%
⚠️ Key Action Item: The Knowledge Base is both the lowest-rated activity (4.00) and has the highest % below 3 (13.33%). This is also the second-most preferred first-contact method (21.71% rank it #1) — improving Knowledge Base content and searchability would have the highest impact.
✅ Strength: Submission activities (issue tickets, new service requests) are the highest-rated and most consistently satisfying — indicating TechConnect's core ticketing workflow is working very well.
UTHSC ITS TechConnect & Assistance Access Survey  ·  196 Respondents  ·  86 Active TechConnect Users  ·  8 Rated Activities  ·  4 Groups
Jul 21, 2026