581 staff (16.4% of the overall number of staff) 1195 students (7.3% of the overall population of students)

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1 IS Services 2014 Satisfaction Survey Staff Response Facts and Figures In January 2014, IS Services working with a final year student from the School of Computer Science and Statistics launched our third annual Satisfaction Survey. The overall response to the survey was very good with a total of 1776 responses from staff and students. 581 staff (16.4% of the overall number of staff) 1195 students (7.3% of the overall population of students) The results summary, including rating tables for services, from the survey is available on the ISS Website: Authors Shane McShera Final year Student School of Computer Science and Statistics 1

Currently, this is a population of 3539 members. In total, 581 responses were collected which is a response rate of 16.4%.

2 IS Services 2014 Staff Satisfaction Survey Results Response Demographic The staff survey targeted the entire College staff community (academic staff, administrative staff, technical staff, and other). Currently, this is a population of 3539 members. In total, 581 responses were collected which is a response rate of 16.4%. The highest proportion of responses was collected from the academic staff which accounted for 48%. The breakdown of the staff that responded to the survey is as follows: 2

Most Valued IT Services Staff rank the Helpdesk service as the most valued, followed by in order of value: Email & Calendaring, Wi-Fi network, Wired network and web services.

3 Most Valued IT Services Staff rank the Helpdesk service as the most valued, followed by in order of value: & Calendaring, Wi-Fi network, Wired network and web services. Ranks were calculated on a scale of 1-5 with 5 being most desirable. Staff users are very satisfied with Helpdesk and consider it very important. However, the Wired Network and Wi-Fi results indicate that satisfaction level with Wi-Fi is too low compared to the level of importance of the service. This would suggest a need to improve the Wi-Fi service. Web services and Wired network indicate a high level of satisfaction with no need for action. 3

4 The graph above provides a trend analysis of 2014 results versus the previous two surveys in 2013 and An error in the previous surveys from 2012 and 2013 made it necessary to reanalyse the collected data. In particular there was an error in the previous year s ranking algorithm which has been corrected. The above graph demonstrates that the IT services most valued by staff have been very consistent over the last three years. The top 5 have not changed since Helpdesk and & Calendaring have been rated 1st and 2nd since However, the Wired network, Wireless (Wi-Fi) network and Web services have moved in ranking over the three year period. In particular, Wi-Fi has passed Wired network in order of importance for the first time in three years. However, the Wired network is still valued as more important than the Wi-Fi for the subset of Technical and Administrative staff and by staff in the Faculty of Engineering. The main trends occurring for the most highly rated services are that the importance to users of Helpdesk and Wi-Fi networks is consistently growing each year while & Calendaring, although important have been decreasing in importance since For IT Services most valued by staff type and faculty see the Results Summary for

5 Satisfaction with IT Services IT Support and Communications IS Services Helpdesk The IS Services Helpdesk is the central point of contact to seek advice and IT support in College. A significant majority of staff (83%) have used the IS Services Helpdesk over the last year. The respondents rated their overall level of satisfaction with the Helpdesk very highly. A total of 91% responded as either Satisfied or Very Satisfied with this service, an increase of 3% from 2013 and 13% since 2012 survey results. IS Services Website In total, 86% of College staff have visited the IS Services website. The usefulness of information on the website is rated very highly with 83% of staff being Very Satisfied or Satisfied. A minority of 12% are either Dissatisfied or Very Dissatisfied with How easy it is to find the information you need. 5

6 & Calendaring The survey rated satisfaction levels for the College Service against five categories; Reliability, Features, Speed, Ease of Use and Overall Service. Each of these categories achieved high levels of satisfaction. Reliability received the highest rating with 92% of the respondents stating they were satisfied. The overall service satisfaction rating also received a very positive response with 83% of the respondents rating their satisfaction level as either Very Satisfied or Satisfied. The satisfaction level has been consistent for this service since The average satisfaction rating of all categories for & Calendaring improved by 4% from 1.91 in 2013 to 1.83 in

7 Networks Overall satisfaction with wired network is consistently high over areas such as reliability, ease of connectivity, user support with 88% either satisfied or very satisfied. This is a five-point improvement over 2013 result. Satisfaction with Documentation of the Wired Network decreased by two points in 2014 from 66% to 64%. The Wired Network Reliability (Uptime) of the College Network - A total of 93% of the respondents are satisfied with the reliability of the Wired network in comparison to 74% (increase of 17% from 2013 survey) satisfied with the Wi-Fi network reliability. Ease of getting connected - The respondents are more satisfied with the Wired network regarding ease of connection, with 89% of the respondents satisfied, in comparison to 52% with the Wi Fi network. Documentation - Almost 65% of the respondents rated Documentation with the Wired network as satisfactory, in comparison to 50% with the Wi Fi network. User Support - Respondents are relatively satisfied with the on-going support provided with the Wired network with 85% either Very Satisfied or Satisfied. In total 60% (increase of 17%) of staff were satisfied with support for the Wi Fi Network. Overall - Overall 88% of staff was either Very Satisfied or Satisfied with the Wired network and 60% were either Very Satisfied or Satisfied with the Wi Fi network. (NB percentages of satisfaction were calculated excluding responses from those who have No Experience with the College Network.) The Wi-Fi Network Reliability (Uptime) of the College Network A total of 74% of the respondents are satisfied with the reliability of the Wi-Fi network which is a 7 point increase from Ease of getting connected - Staff level of satisfaction with Ease of getting connected to the Wi-Fi Network is 52% for Very Satisfied or Satisfied which is a 4 point increase from last year. The level of dissatisfaction is at 27% ( Very Dissatisfied or Dissatisfied ). This is fall in dissatisfaction of 5 points from Documentation - Documentation of the Wi-Fi Network satisfaction level increased by 2 points in 2014 from 7

8 49% to 51% for either Satisfied or Very Satisfied. User Support - A positive response for User Support with a rating of 60% for Very Satisfied or Satisfied which is a 7 point increase from Overall - Staff rated the overall Wi-Fi Network 60% either Very Satisfied or Satisfied which is a 6 point increase from last year s results. There was a 5 point decrease of Very Dissatisfied or Dissatisfied in The overall average satisfaction rating of all categories for the Wi-Fi Network improved by 5% to 2.41 in 2014 versus the 2013 rating The satisfaction ratings related to the Wireless network are not as positive in comparison to the Wired network even though the Wireless network is now ranked more valuable to staff than the Wired network. The Wired network has an overall satisfaction rating of 1.78 versus the Wireless network of

9 Audio Visual & Computer Rooms in College This section of the survey established the satisfaction levels with the Audio Visual and Media services. The service was rated against six categories with 57% of the survey respondents having experience of this service and providing the following ratings. A large proportion of staff are either Very Satisfied or Satisfied in relation to the Availability, Reliability and Ease of Use of AV. 9

The average satisfaction rating of all categories for Audio Visual marginally disimproved to 2.62 in 2014 versus the 2013 rating 2.60; however, this is not viewed as a significant difference (0.7%).

10 The average satisfaction rating of all categories for Audio Visual marginally disimproved to 2.62 in 2014 versus the 2013 rating 2.60; however, this is not viewed as a significant difference (0.7%). In addition, a very high proportion of staff were neutral on satisfaction (a high level of votes for Neither Satisfied nor Dissatisfied.) Public Access Computer Rooms for Teaching This section of the survey established the satisfaction levels with the Public Access Computer Room service. The service was rated against six categories with 15% of the survey respondents having experience of this service and provided the following results: the majority of staff (82%) do not use the computer rooms for teaching; and of those who do use computer rooms (9%), they use the rooms once or twice a year. The computer rooms were also ranked second-to- last in service importance for teaching. Room Environment is the only category where there is a some level of dissatisfaction with 19% of staff who are either Dissatisfied or Very Dissatisfied. There are a greater number of staff satisfied with the availability of Windows workstations in comparison to Apple Mac stations. The average satisfaction rating of all categories for College Computer rooms improved by 2% to 2.45 in 2014 versus the 2013 rating

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