IT Staff Survey 2009

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 .

Importance v satisfaction

Performing tasks

1 - easy to do5 - 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 questionswww.bristol.ac.uk/is/computing/survey/staffsurvey09

Best things about IT1. IT support

2. Range of IT services

3. Training / courses

4. Services reliable / maintained

5. Network / Internet (eg, fast, reliable, extensive)

6. Home / remote working support

7. Good or satisfactory overall / improves efficiency / helps me

8. Good documentation / web information

9. Good range of applications / services / software licences / all I need

10. Lack of restrictions / flexible / unobtrusive

11. Availability / ease of access / universality

12. Security / sense of security

13. Hardware supplied is good / updated

14. Good usability / accessibility

15. Services modern / up-to-date / evolving

Top 20 IT services1. eJournals / Library services

2. mail3. Wireless access4. VPN5. FLUFF6. Portal / MyBristol7. Blackboard8. Calendar9. Local servers / filestore / shared

filestore10. Intranets

11. My Students12. Single sign on /

authentication13. Remote desktop14. Backup services15. Proxy service16. University web17. Roaming filestore18. BORIS19. Office software20. Wiki Service / Confluence

What characteristics of IT support are valued by staff

Responsive knowledgeable Fast Local

knowledge good attitude personal

relationship efficient patience reliable helpful Available expert Friendly accessible approachable

supportive cheerful easy to contact courteous Empathy

Top 10 things staff want1. Replace Mulberry and Oracle Calendar with an integrated system

such as Outlook

2. Increase email quota

3. Increase support for Mac users

4. Better access and coverage of Wireless

5. Better remote access to work files and software

6. An effective, central filestore facility

7. Consistency in software available e.g. same versions across the University

8. Support when needed

9. Streamlined and integrated IT across the University (holistic solutions)

10. Support for Mobile devices