You said, we say

In 2009 we carried out two surveys, one for staff and one for students. The headline results are below with the actions we have taken or intend to carry out.

Staff Survey 2009

The staff survey in March 2009 was completed by 42% of staff members with a 77% satisfaction rate (58% fairly, 19% very satisfied).

You were concerned about the speed of services particularly the Managed Desktop, uReports and computers in lecture theatres.

• We have changed the scheduling of antivirus and windows security updates to the Managed Desktop as well as adjusting some problematic software to reduce start up time.
• We have initiated a project to review the Managed Desktop looking at replacing or enhancing the service.
• We have improved the performance of uReports.
• Upgraded the network filestore to improve performance.
• The network core has been upgraded to double network capacity.
• We installed new faster computers in lecture theatres

You raised difficulties using the interface of some services (uReports, CIS, CMS, MOLE and MUSE)

• We have initiated projects to improve MOLE and MUSE
• CMS will be upgraded in May 2010
• CIS is being upgraded in 2010
• The overall strategy is to standardise the look and feel of services across the board.

You wanted more storage space

• Staff now have 500MB email and 500MB of file storage.

IT Technicians in Departments wanted better helpdesk provision

• We are looking into creating support for technical support staff in Departments, tailored to their more advanced requirements.

You said the Print Service was too expensive and wanted better communication

• All prices have now been revised and will be reviewed every three months to ensure costs remain competitive.
• Order confirmation emails are now sent to the customer, this allows customers to return the email to amend any details that have changed or are incorrect.
• Customers are now contacted when a proof is dispatched

You wanted a monthly statement from the Transport Service

• This has been piloted with ACS and is now available to all customers, if requested.

Student Survey 2009

The student survey in May 2009 was completed by 20% of all students with an overall 87% satisfaction rating (50% fairly, 37% very satisfied).

You said there were problems getting access to student computers

• We have reduced log out time for booked PCs to 20 minutes.
• We are looking at more publicity to encourage the use of computing rooms other than the Information Commons.

You want faster computers

• There is a rolling 4 year programme to replace computers in all computing rooms
• We have initiated a project to review the Managed Desktop looking at replacing or enhancing the service.

You had difficulties navigating MOLE

• We have initiated a project to enhance MOLE

You wanted more storage space

• We have introduced a new email service provided by Google for Undergraduate and Taught Postgraduate students.
• Postgraduate Research students now have 500MB email and 500MB file storage.

You were concerned about access and cost of pre-pay printing

• We have optimised the performance of the pre-pay printing service at busy times.
• We are reviewing pre-pay colour printing costs.
• We will introduce credit/debit card online payment for printing
• Students can print from any machine (including their own laptop) and collect at any student printer. We will look at publicising this further.

Thank you for your feedback. CiCS are keen to implement these changes to improve services for you. We will keep you updated. If you have any additional feedback in the meantime please use our feedback form on the left hand side of this page.