QUEST Hanford Site Computer Users - What do they do?

Abstract

:erri W i t h e r s p o o n T e r r i L u t t e r 1Pli"t and Si"") / / P r i n t and Sian) This report has been reproduced from the best available copy. HNF-5785-.The intent of this document is to review the results of the Hanford Site computer-user survey conducted in November 1999 and provide information about the importance of the computer on the productiwty of the Hanford staff and to compare current use to past history and to recommend unprovements and actions needed. Survey FindingsIncreased Dependency on the ComputerThe survey shows that the amount of t i m e that workers use their personal computer (PC) has increased slightly since 1997, with 95% using their computers two or more hours per day. Most employees' work activities are assisted by the computer.Responses from 83% of the users indicate that their work would be negatively impacted if they were unable to use their PCs for more than 4 hours. Similarly, only 25% of the users can withstand a network outage lasting 4 to 8 hours or longer without severe impact to their productivity.Users are very satisfied with the amount oftime the network is available; however, when there is an outage, it has a huge impact on their productivity. S o h a r e Jmportance -The s o h a r e that is used the most is Email, PopFon, Word, Calendar, and the Intranet The data correlate directly to the applications that are the most important to the users. One surprise was that "accessing another application or software" was rated very high (sixth highest). This indicates just how diverse the user population base really is. It sends a message that even an application such as computer-aided design (CAD), which w a s rated the highest in importance by only 9% of the users, should not be thought of as an unused package but rather as a specialized computerized tool essential to the productivity of a designer/dra&man's job. Look-up, the "telephone number and name" reference tool on the Intranet, should be investigated for potential improvements, because several users mentioned the need to improve it or the need to integrate it with the PopFon. Just accessing the h e t is time consuming for some users, and the PopFon is quicker.The Time Information System (TIS) was complained about as not being available more at the end of the day. Fluor Hanford will correct this by increasing the availabilw of TIS until 6:OO p.m. on normal work days. Reliance on Customer Technical SupportCustomer Technical Support (CTS), the computer helpdesk, is accessed by 99% of the users some of the time when they have problems. times. For example, in the survey, 7% of the users selected "Less than one minute" as an acceptable wait time, while in October, 56% of the calls were actually answered in 1 minute or less. Computer AdequacyRegarding computer adequacy, 5.3% of the users do not have a PC that meets the minimum standards. Seve.nty-two percent of the users felt that their PCs were adequate. A 4-year PC refresh cycle is a reasonable target according to leading industry consulting firms. It is critical to m...