1. IT Staff Survey 2009

2. 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.

3. 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.

4. 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

5. 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.

6. Importance v satisfaction

7. Performing tasks 1 - easy to do 5 - very difficult

8. 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 questions www.bristol.ac.uk/is/computing/survey/staffsurvey09

9. Best things about IT 1.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

10. Top 20 IT services 1.eJournals / Library services 2.mail 3.Wireless access 4.VPN 5.FLUFF 6.Portal / MyBristol 7.Blackboard 8.Calendar 9.Local servers / filestore / shared filestore 10.Intranets 11.My Students 12.Single sign on / authentication 13.Remote desktop 14.Backup services 15.Proxy service 16.University web 17.Roaming filestore 18.BORIS 19.Office software 20.Wiki Service / Confluence

11. 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

12. Top 10 things staff want 1.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