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Overview • Over 1,300 responses were received. • Staff across all faculties and support services were represented. • 50 % of respondents identified as Research and Teaching, 37 % Professional and Administrative Services , 7% Operations Services and 6% Technical services.
The purpose of the questionnaire • No previous survey to provide a comparative analysis but the structure of the survey was taken from the student survey conducted earlier in the year. • Results of this survey should hopefully provide a benchmark for future survey results to measure improved service. Particularly relevant with the IT Service Review underway. • Importance and satisfaction ratings of key services. • Free form questions to identify problems and demands for new and improved services.
Executive Summary • High levels of satisfaction with IT services • Significant use of external web based tools • Frustrations with Mulberry and Calendar • Growing demand for access from anywhere on anything • Greater demand for more email quota • Mac support • Consistency and integration of IT
Satisfaction and Importance • Over 80% of staff expressed that they were satisfied or better with 8 of the 10 services listed. • The exceptions were Oracle Calendar 76% and creating web pages with CMS 78%. • 50% of staff rated email, wireless, portal, training and IT help desk as excellent or good. • Local IT support is the most highly rated service. • Email ranked as the most important service with 99% of respondents. This was followed by Local IT support, wireless, training, IT help-desk, shared filestores and Blackboard .
Performing tasks 1 - easy to do 5 - very difficult
Use of external tools • Delicious bookmarks (mobile access) • Skype • Dropbox (document sharing / mobile access) • Twitter • Basecamp (project management) • Moodle (VLE) See appendix A for a full list of the freeform questions www.bristol.ac.uk/is/computing/survey/staffsurvey09
Best things about IT • IT support • Range of IT services • Training / courses • Services reliable / maintained • Network / Internet (eg, fast, reliable, extensive) • Home / remote working support • Good or satisfactory overall / improves efficiency / helps me • Good documentation / web information • Good range of applications / services / software licences / all I need • Lack of restrictions / flexible / unobtrusive • Availability / ease of access / universality • Security / sense of security • Hardware supplied is good / updated • Good usability / accessibility • Services modern / up-to-date / evolving
Top 20 IT services My Students Single sign on / authentication Remote desktop Backup services Proxy service University web Roaming filestore BORIS Office software Wiki Service / Confluence • eJournals / Library services • mail • Wireless access • VPN • FLUFF • Portal / MyBristol • Blackboard • Calendar • Local servers / filestore / shared filestore • Intranets
What characteristics of IT support are valued by staff Responsive knowledgeable Fast Local knowledgegood attitude personal relationship efficient patience reliable helpfulAvailable expertFriendly accessible approachable supportivecheerful easy to contact courteous Empathy
Top 10 things staff want • Replace Mulberry and Oracle Calendar with an integrated system such as Outlook • Increase email quota • Increase support for Mac users • Better access and coverage of Wireless • Better remote access to work files and software • An effective, central filestore facility • Consistency in software available e.g. same versions across the University • Support when needed • Streamlined and integrated IT across the University (holistic solutions) • Support for Mobile devices