The primary mission of the University of Tennessee, Knoxville, is to move forward the frontiers of human knowledge and enrich and elevate the citizens of the state of Tennessee, the nation, and the world. As the preeminent research-based land-grant university in the state, UTK embodies the spirit of excellence in teaching, research, scholarship, creative activity, outreach and engagement attained by the nation’s finest public research institutions.
The Office of Information Technology (OIT) seeks to support the university’s mission by providing customer driven IT services in a consistent and credible manner.
There were 1847 people who responded to the 2022 OIT Annual Survey. The sample consisted of 50.8% students, 12.0% faculty, 36.9% staff and 0.3% who did not indicate their affiliation. OIT used questions developed for The Higher Education TechQual+ Project to measure satisfaction. The TechQual+ survey instrument consists of 13 items that are designed to measure the performance of three core commitments:
In addition to the core items, 8 significant technology-based services in use at UTK were
included on the survey, 4 supported by OIT and 4 supported by the UT System.
The survey asked the respondents to rate each item on three factors: minimum service level
expectation (need), desired service level expectation and perceived service performance.
One of the main goals of TechQual+ is to measure how well OIT is meeting the technology
needs of campus by calculating an Adequacy Gap score which is the difference between
minimum service level expectation and the perceived service performance. When the Adequacy
Gap is positive, perceived (or actual) service performance exceeds needs (or minimum
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