it staff survey 2009. overview over 1,300 responses were received. staff across all faculties and...
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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 .
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
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