What do you think of University Digital and Information services?

In 2018 Library, Special Collections and Museums and IT Services merged to create the 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; and continues to play a key role in the transformation of the University as we move forward with an exciting package of initiatives over the coming years.

Staff input is vital to help us identify, support, and respond to your ambitions and priorities.

We carried out our annual staff survey in March 2019 and our many thanks go to the 700[1] 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 IT services provided?’, 90% of you told us you were happy with our services (33% ‘very satisfied’, 57% ‘satisfied’). [There are no comparative results from 2018 as this question did not feature in the survey]
  • When asked ‘Has the overall IT service provision improved over the last 12 months?’, 45% of respondents thought it was ‘a bit better’ or ‘much better’; 49% thought it had remained much the same, and 6% reported that the service had declined. [There are no comparative results from 2018 as this question did not feature in the survey]
  • When asked: ‘How satisfied are you overall with the Library services we provide?’, 86% of you told us you were happy with our services (25% ‘very satisfied’, 61% ‘satisfied’). [Results from 2018: 83% Happy; 25% very satisfied; 58% satisfied]
  • When asked ‘Has the overall Library service provision improved over the last 12 months?’, 36% of respondents thought it was ‘a bit better’ or ‘much better’; 63% thought it had remained much the same, and 1% reported that the service had declined. [Results from 2018: 31% a bit better or much better; 66% remained the same; 3% declined]

Response rate

The breakdown by area of the University was:

  2019 Results 2018 Results
Schools 59% 66%
Professional Services 39% 31%
Other 2% 2%

Survey results in brief

IT Services:

  • Satisfaction levels[2] with the eduroam Wi-Fi service were 82% on campus and 76% at other institutions. This shows a continuing increase in satisfaction, 3% this year, with our on campus provision of this key service.
  • Satisfaction levels with IT varied across teaching spaces, lecture theatres, and computer classrooms returning levels of 72% (slightly down from 73% last year), 68%, and 70% respectively (similar to last year). A slight rise in the levels of dissatisfaction has been noted and we will continue to improve services in these areas.
  • Lecture Capture satisfaction levels dropped to 60% with a significant increase in the number of Neutral ratings.
  • Satisfaction with Toolkit, our award winning digital information resource for students and staff, has dropped to 74% with more people returning a Neutral rating. Dissatisfaction remains minimal at 1%.
  • The IT Training service returned a satisfaction rating of 71%.
  • The Office 365 suite returned a satisfaction rating of 83%, a decrease from last year’s 88%.
  • Our print and reprographics services provided by Uniprint achieved an 82% satisfaction rating.
  • The Service Desk returned satisfaction ratings of 83% for Availability and 82% for Response.
  • Cyber Security is a major issue affecting us all at work and in our private lives. 80% of respondents stated that they were concerned about Cyber Security; 95% believe that the University takes Cyber Security seriously; and 86% were satisfied with the Cyber Security training materials provided.
  • It is positive to see that the percentage of people who Always or Mostly save their data to UOA storage has increased to 77%; we will continue to raise awareness of the risks around data storage as we strive to increase this percentage further over time.

Library Services

Satisfaction levels with Information Resources were:

  • Print Books – 71% were satisfied with the range of print books (an increase of 2% from last year), 74% with their availability (an increase of 3%).
  • Electronic Books – 71% were satisfied with the range of electronic books, 70% with the ease of use. Both of these figures are broadly similar to last year.
  • Electronic Journals – 78% were satisfied with the range of electronic journals, 83% with the ease of use
  • Electronic Databases – 81% 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 88% and 85% respectively.
  • 74% 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 74% satisfaction rating.
  • 80% of postgraduate research student respondents were satisfied or very satisfied with bookable library workshops.

Areas requiring attention:

  • Guidance on Copyright for Teaching, 61%, and Library Web Pages, 70%. 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 and they will play a key role in helping us make improvements to our support and services. 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] There were 992 respondents in 2018.

[2] Satisfaction ratings are a sum of ‘Very Satisfied’ and ‘Satisfied’