IT survey 2015
This year we invited all staff and students to take part in a survey held jointly with the Library.
Thank you!
We'd like to thank everyone who took part in the survey in December. Over 1,200 people responded and we're already using the feedback and comments we received to improve the services we provide.
Headline results
- You think IT staff are helpful and friendly but would like us to be open longer
- You appreciate improvements made to the campus wi-fi but want us to extend it more widely and fix problems connecting iPhones
- Reliability of services is very important to you and issues with the file system caused significant problems
What you said and the action we're taking
Customer service
"Longer opening times - or at least having staff contactable by users outside of the traditional core hours and at weekends - when other areas of the University are still open for business."
Action:
You were very positive about the friendliness and helpfulness of staff but there were a lot of calls for us to extend our availability. We launched a project to change the way we manage our support, including a refresh of the main Service Desk in Shawcross and a review of our opening times. Our help point in the Library is now open at weekends and until 7.00pm on weekdays and the new Shawcross user area is due to open in the new year.
Campus wi-fi
"Wifi that works on iPhone IOS9"
Action:
Many iPhone users had problems connecting to wi-fi networks after the upgrade released by Apple in September 2015. The issue affected all kinds of networks but was particularly pronounced with the network hardware used in the residences. Over the summer we replaced approximately 1,000 access points to improve the experience for iPhone users.
Reliability
"ITS has had a really terrible term with things going wrong"
Action:
The problematic upgrade to the campus file systems in August led to a series of difficulties for staff and students. We know it caused great disruption and we worked to address the issue as quickly and safely as we could. Over Christmas, we completed the lengthy and complex programme to restore the systems to full health.
Campus wi-fi
"Faster wifi across every inch of campus"
Action:
We've done a huge amount of work in the last few years to develop the campus wi-fi with initiatives focused on student residences, lecture theatres and indoor social spaces. A lot of staff offices and outdoor areas don't yet have coverage but we're looking to see how it can be extended. Bringing wi-fi to large open areas is a significant undertaking and we will give more information about the next steps when we can.
We're also working on the other issues raised in our survey and will update this page with more details when there are any developments.
Graphic
See our infographic for a quick summary of the key points.
Updated on 28 November 2016