The Information Technology (IT) Department at the Aga Khan Foundation’s (AKF) National Program Office (NPO), in collaboration with MERL, sent out a survey to all NPO employees and asked them to answer a series of questions about their experience with using the variety services offered by the IT Department. The survey’s primary purpose and goal was to measure how satisfied employees are with said services and what areas do they think that the IT Department can still further improve on.

This document provides a summary of the findings from the survey. Hope you find it useful.

Findings

Broken down into Seven components:

Responses Received

Scoring

Employees were asked to rate their experience/satisfaction with each component on a scale of one to five with one being being the “worst” experience, and five being the “best” experience.

Overall Service Quality

Feedback on Service Quality

Here is what employees had to say about the overall service quality:

“The net is so limited, it should allow to use WhatsApp, regional staff usually use it for coordination.”

“Performing simple tasks such as installing a simple piece of software often requires an employee to write a bunch of emails and jump through a few loops.”

“It is better to buy better quality laptops.”

“I wanted to highlight one issues: IT Team Response Time: The IT team can’t come on time to resolve issues. If staffing is a problem, they may need to consider increasing their team. Otherwise, they should ensure timely resolution of IT-related issues.”

Technical Support and Ticketing System

Feedback on Remote Services and Technical Support

Here is what employees had to say about the Ticketing System and Technical Support:

“It does not respond to the needs, when you ask for support after that you receive an email saying you have made this ticket.”

“Ticketing system is good to manage workload for IT staff, but for the rest of staff it is a bit challenging because most of the time issues needs to be solved on the time. Therefore, a lot of staff does not use it”

“the Helpdesk systems are not fine, we book the tickets and no body contacts to solve the issue.”

Functionality and Usability IT Equipment For Meetings

Feedback on IT Equipment for Meetings

Here is what employees had to say about the IT Equipment provided for meetings:

“Guidelines for IT equipment in the Bideel meeting room are required.”

“In some cases internet connection is not satisfiable in the meeting rooms.”

“The meeting equipment (TV) in the Bedel Meeting room is a bit confusing. It would be nice if staff are given a short guide on how to use it properly.”

“The speed of the internet is slow during the meetings, i recommend increasing the speed of internet in the meeting rooms”

Quality of Internet Services at NPO

Feedback on Internet Quality at NPO

Here is what employees had to say about the quality of internet at NPO:

““I experience downtime a lot. The speed also dips quite often.”

“Internet Speed Consistency: The internet speed is inconsistent. At times, it works efficiently, but other times it is unable to download even small files. Consistent internet speed is essential for smooth operations.”

“Allow users to use YouTube as a study resource.”

“The bandwidth allocated to each user is insufficient.”

Uptime, reliability, and performance of NPO IT infrastructure

Performance of IT Equipment

Feedback on the Performance of IT Equipment

Here is what employees had to say about the performance of IT equipment:

“The computers we are using are working very slowly and we should wait a long time for logging in or shutting down.”

Confidence in Security and Confidentiality Measures

Feedback on Security and Confidentiality Measures

Here is what employees had to say about the Security and Confidentiality Measures put in place by the IT department:

“Consider using an alternative antimalware service like Bitdefender as Kaspersky despite being good has limitations due to sanctions.”

“As noticed Sometimes the IT help disc ask the personal to go with their laptop to the IT office for repairing or fixing, it would be great if the IT colleagues repair the laptop in relevant department, not in IT office”

In Summary