What do you think of University Digital and Information services?

Library, Special Collections and Museums and IT Services recently merged to create a new Digital and Information Services Directorate.  Together we deliver a comprehensive package of digital and other information services to the entire University community.   

Digital and Information Services plays a key role in supporting all aspects of University life; teaching and learning, research, and Professional Services. Staff input is vital to help us identify and respond to your priorities.

We carried out our annual staff survey in April 2018[1] and our many thanks go to the 992[2] of you who took the time and effort to complete the questionnaire; providing your views and thoughts about our existing service provision and giving us a steer on how to improve our services:

Overall performance

  • When asked: ‘How satisfied are you overall with the core Digital & Information services provided?’, 86% of you told us you were happy with our services (25% ‘very satisfied’, 61% ‘satisfied’). [Results from 2017: 88% Happy; 29% very satisfied; 59% satisfied]
  • When asked ‘Has the overall Digital & Information service provision improved over the last 12 months?’, 43% of respondents thought it was ‘a bit better’ or ‘much better’; 51% thought it had remained much the same, and 6% reported that the service had declined.  [Results from 2017: 44% a bit better or much better; 52% remained the same; 4% declined]
  • When asked: ‘How satisfied are you overall with the Library services we provide?’, 83% of you told us you were happy with our services (25% ‘very satisfied’, 58% ‘satisfied’). [There are no comparative results from 2017 as this question did not feature in the survey]
  • When asked ‘Has the overall Library service provision improved over the last 12 months?’, 31% of respondents thought it was ‘a bit better’ or ‘much better’; 66% thought it had remained much the same, and 3% reported that the service had declined.  [There are no comparative results from 2017 as this question did not feature in the survey]

Response rate

The breakdown by area of the University was:

  2018 Results 2017 Results
Schools 66% 68%
Professional Services 31% 30%
Other 3% 2%

Survey results in brief

Core IT Services:

  • Satisfaction levels with Email availability and performance remain high at 94%.
  • Overall satisfaction with printing, copying and scanning using MFDs increased to 81%, compared to 78% last year.
  • Satisfaction levels with IT varied across teaching spaces, lecture theatres, and computer classrooms returning levels of 73% (down from 77% last year), 67%, and 71% respectively (similar to last year).
  • Staff are less satisfied with their Virtual Learning Environments (65% overall).  This response shows a 3% increase in satisfaction from last year and the roll-out of Blackboard Ultra in August 2018 will provide new opportunities for Teaching & Learning.    
  • 79% of you are satisfied or very satisfied with eduroam Wi-Fi services, a 4% increase from last year. This reflects the impact of our continuing programme of investment and replacement.

Additional IT services:

Satisfaction levels across the range of the non-core services remain generally positive. Highlights are:

  • Toolkit, our award winning digital information resource for students and staff, has an increased satisfaction rating of 87%.
  • Digitally Enhanced Learning Spaces returned a satisfaction rating of 86%, an increase from the 77% last year. 
  • MyIT, which allows you to log a support call directly via a web portal and check the status of your calls, continues to get a positive response, with a satisfaction level this year of 89%.
  • BoB National, which allows you to record and catch up on broadcast TV and radio programs, achieved a high satisfaction rating of 86%, but this was derived from less than 100 responses.  We will continue to promote the use of this service in order to raise awareness amongst the staff and student population.
  • The Office 365 suite returned a satisfaction rating of 87%.

Library Services

Satisfaction levels with Information Resources were mixed:

  • Print Books – 68% were satisfied with the range of print books, 71% with their availability
  • Electronic Books – 70% were satisfied with the range of electronic books, 69% with the ease of use
  • Electronic Journals – 78% were satisfied with the range of electronic journals, 80% with the ease of use
  • Electronic Databases – 80% satisfaction was reported with the Electronic Databases

Satisfaction levels for Library Support Services were generally good, with the following highlights:

  • Helpfulness and Availability of Staff returned excellent satisfaction scores of 91% and 85% respectively.
  • 83% of respondents were satisfied or very satisfied with library induction.
  • Course-specific library skills lectures, which are provided on request for taught courses and programmes, presented a 76% satisfaction rating.
  • 75% of postgraduate research student respondents were satisfied or very satisfied with bookable library workshops.

Areas requiring attention:

Guidance on Copyright for Teaching, 58%, and Library Web Pages, 69%.  These areas will now be investigated with a view to improving the satisfaction levels.

Many of you were kind enough to provide comments on our services and they help us enormously in understanding your issues and concerns. Our thanks go to those of you who took the time to provide them.  

Detailed report

Read our full interactive survey report.

Comments

If you would like to comment upon or ask a question about the survey, send an email to the Director of Digital & Information Services, Brian Henderson.

 

[1] Previous annual satisfaction surveys were issued by IT Services.

[2] There were 1,101 respondents in 2017.