IT Survey 2014: the findings
More than 1000 responses were received from across the University. There were positives, with IT Services being seen as professional and trustworthy and good feedback for IT training and University email. There were also areas for improvement. The main areas were identified as:
- Flexibility: IT Services sometimes seen as inflexible – particularly by academic staff - who feel that this can hinder creativity
- Speed of support: can be slow to deal with some support requests and in keeping people informed.
- Requesting additional software: process needs to be clearer and quicker
- Clearer communication: information on the website needs to be easier to find, particularly IT policies and processes.
Of course, resources are limited and the security and stability of our services is a priority, but we feel that there is plenty that we can do to address concerns and we are keen to continue to work more closely with colleagues to develop our services. We are committed to keeping everyone up to date with progress.” Liz Bailey, Director of IT
What we've done already
Some areas of feedback from the survey have already been identified and addressed:
- Mobile printing: print from your own laptop to be available from March 2015
- Students finding colour printers: stickers now make these easier to spot
- Visitor wifi provided by The Cloud has been launched
- Microsoft Office is now available at no cost to all staff and students
- Implemented a new complaints policy to ensure complaints and feedback are dealt with in a professional, effective and timely manner
The findings in more detail
The survey included quantitative and qualitative questions with five point scale responses, as well as free text answers. An average score of three or below was considered to be an area for improvement. Responses were sought from academic and research staff, non-academic staff, PhD students, undergraduates and masters students on:
- Perceptions of IT
- Satisfaction with support
- Smart Printing
- Email and Calendar
- eduroam wifi
- IT systems (Adobe Connect, Blackboard, SAP, SITS and Business Objects)
As well as the quantitative results, there were free text responses that support the findings. Some of the responses will be followed up individually.
What happens next?
The relevant service owners have viewed and responded to the feedback received in the survey:
If you have any questions or further feedback, please contact the User Experience team firstname.lastname@example.org.